Palms Tulum Luxury Hotel

I’ve been traveling for the past 6 years, staying at countless hotels, hostels, Airbnbs, and resorts, ranging from budget accommodations to luxury properties. I even own a few properties listed on Airbnb myself. Despite experiencing poor service at times, I’ve never felt the need to leave a bad review—until now. Kin Tulum Palms Luxury has provided me with the absolute worst service I’ve encountered. My experience began when they canceled my reservation, citing issues with charging my card, even though their listing clearly says "pay at hotel." I rebooked and paid again through Booking.com, explaining I was already in Tulum and needed to check in urgently. I had also lost my phone and didn’t have service, so I was hoping they could accommodate me. I tried calling, but they ignored me, claiming they were “busy with other guests checking in.” An hour later, they said I hadn’t paid the deposit. After giving them my card details, they insisted I complete the deposit through the website, but when I asked for help navigating the process, they told me to “read my email.” To make things worse, they refused to communicate with me in English. After multiple attempts and another card change, I sent them a screenshot confirming the payment. Still, they took forever to respond, only to tell me my payment didn’t go through. Eventually, they acknowledged the deposit 45 minutes later but took another 30 minutes to send check-in instructions, during which time I was left with less than 5% on my phone. Once I finally checked in, I noticed there was no soap, shampoo, or toilet paper in the apartment. Despite multiple messages, they completely ignored my requests for basic amenities. Their only response was when it was time to check out, which speaks volumes about their customer service. I’ve stayed at places all over the world, and for a hotel that brands itself as “luxury,” this was a complete letdown. The staff’s complete lack of courtesy, disregard for guest needs, and poor communication are unforgivable. Tulum has so many better options that actually value their guests. I strongly advise looking elsewhere for your stay, and I’ll be filing a formal complaint with Booking.com. This was hands down the worst experience I’ve had in all my years of travel.

We stayed here fours nights. Room were OK but internet was malfunctioning. The bedroom had no reading lights. Breakfast was two blocks away. The quality of the breakfast was poor. Staff at the hotel was friendly.

Nice place but don't book tours with them. They use Easy tours. Bad tours and hotel over charges for them. Otherwise hotel is good. Rooms are spacious and clean. Location is close to town and some good restaurants.