Erena Tulum Apartments

+ The check in desk was beautiful

- We got to know the check in desk to intimately because no receptionist showed up even though we waited for over 45mins.

+ Location

- Upon arrival, there was no receptionist at the front desk. After waiting for quite some time, we discovered that she was sleeping and only arrived later, which is highly unprofessional. Additionally, no one assisted us with our luggage, even though we had to carry everything up to the third floor ourselves. Once we entered our room, we found that there wasn’t even a bottle of water provided, which is a basic necessity. To make matters worse, the shower pressure was extremely weak, making it very difficult to use. On 12/02, both of our room keys stopped working, leaving us unable to enter our rooms. Once again, there was no one at reception, and we had to call multiple times for someone to show up. It turns out the staff were just hanging out in one of the rooms. When they finally arrived, they didn’t even apologize and simply told us to contact Booking.com for compensation. Additionally, we experienced multiple power outages, and each time, we had to call reception again to get it fixed. The level of service here was unacceptable—no one was ever available, and when they did show up, they were indifferent, never greeting guests or even offering a smile.

+ Location

- No tv gave us dirty stained towels, place was just not clean at all they had just cleaned the room at 2:50 when check in is at 3, saw the mop they used it was filthy!! We checked out after the first day and then the door was stuck they was unable to open it took them about 10 min !!!

+ Nothing

- I booked with breakfast included when I get there they said the kitchen is being remodeled so I got no breakfast when I told them about it and if they can give me a voucher to get breakfast at a restaurant they said contact booking.com to cancel for the other days I’m staying there. The room wasn’t being cleaned the sheets never got changed they give us the wrong code for the gate to enter the hotel so we always gotta be hitting on the gate for someone to come open it for us, the snacks and drinks they had in the room was all expired. I’m so mad I didn’t took any pictures. They literally ruin my birthday!

+ Nothing at all. It’s surrounded by a trash dump. False advertisement all across the board.

- It’s was in the slums of Mexico , no food near. No elevator for your belongings, shower was barely working . Pool was completely dirty. I have videos. Stray dogs in front of the property. Dirty sewage water. This property was horrible. No television in the room. All of our guest left with in 1 hour of seeing this property.

+ Nichts

- Alles

+ I did not like my stay

- No TV in the room, the breakfast included was very basic and there is no breakfast on Mondays. After 20 days of leaving, Eterna Tulum tried to charge me again 3 times for my room! They told me that I did not paid, and I paid upon arrival. After discussing with them for over 1 hour they realized that I did paid! This have never happened to me anywhere in the world and this for me is huge red flag. How can a property try to charge again 3 times after you paid? The accounting department of this establishment is a disaster, is very easy to check the payment confirmations with the name of the guest!

+ The pool and the closeness to the strip

- The food was horrible. Blackout a lot and no accommodation

+ Le confort uniquement

- Nous avions le petit déjeuner inclus. Mais le lundi ils sont fermés donc pas de petit déjeuner puis le lendemain nous avions une excursion à 8h00 bah pas de petit déjeuner car ils commencent à 08h00 enfin je dirais plutôt 08h15 pour le 3ème jour...tables pas débarrassees bref organisation catastrophique Pour située près d une décharge de poubelles loin du centre très mauvaise expérience

+ O hotel é uma graça, de extremo bom gosto. Quarto amplo que possui até uma pequena cozinha e um sofá. Cama confortável e roupa de cama e banho limpas. Quarto extremamente limpo. Não fica perto da praia, mas está perto de vários restaurantes.

- A ducha estava emperrada e direcionada para a porta do box, o que fazia com que o banheiro encharcava todo. A ducha era boa, mas não permitia regulagem. Faltou água por dois dias no quarto de nossos amigos no terceiro andar. O hotel é semi-presencial, ou seja, nem sempre tem alguém no hotel. Fizemos contato via telefone e ninguém respondeu. A água voltou, mas atrapalhava toda nossa programação. Uma hóspede que conseguiu reverter a falta de água, muito estranho.

+ Location

- They took the television out where there usually are is one.

+ Center of neighborhood. Very convenient to any restaurant, bar and grocery.

- Nothing really. Staff were good and dismissive; very. Danna in particular.

+ La qualité de l etablissement

- Manque de matériel dans la cuisine, défaillance dans la filtration des piscines individuelles et piscine commune

+ The check in desk was beautiful

- We got to know the check in desk to intimately because no receptionist showed up even though we waited for over 45mins.

+ Check in was quick and kind. Location; perfect. The staff super helpful and the room was amazing. Will always stay here again.

+ Location

- Upon arrival, there was no receptionist at the front desk. After waiting for quite some time, we discovered that she was sleeping and only arrived later, which is highly unprofessional. Additionally, no one assisted us with our luggage, even though we had to carry everything up to the third floor ourselves. Once we entered our room, we found that there wasn’t even a bottle of water provided, which is a basic necessity. To make matters worse, the shower pressure was extremely weak, making it very difficult to use. On 12/02, both of our room keys stopped working, leaving us unable to enter our rooms. Once again, there was no one at reception, and we had to call multiple times for someone to show up. It turns out the staff were just hanging out in one of the rooms. When they finally arrived, they didn’t even apologize and simply told us to contact Booking.com for compensation. Additionally, we experienced multiple power outages, and each time, we had to call reception again to get it fixed. The level of service here was unacceptable—no one was ever available, and when they did show up, they were indifferent, never greeting guests or even offering a smile.

+ staff was very helpful and nice. it has a nice coffee shop next door

- I could hear the neighbors from my room, I didn't get my room cleaned until I asked why and staff told me i should ask if i want your room to be cleaned and in specific time frame, The small balcony is very unsafe.

+ It was nice to have our own terrace area. The styling of the hotel looks fantastic. They helped us book a last minute airport taxi after our first booking cancelled at short notice. We liked the cafe they recommended for breakfast.

- We weren't provided with drinking water on arrival and only spotted the reception area water fountain after a couple of days. The shower was AWFUL and I ended up filling a water bottle from the sink so I could wash my hair. The shower leaked into the bathroom. No towel provided for feet after stepping out of the shower, and there was nothing to clean or dry with in the kitchen area. The location is bad - far from shops or activities, down an unmade road and hard to find in the dark. We left behind some lost property, which we know is our fault, but they said they didn't find anything, and when we described exactly where we left it they just ignored us. Some of these are small fixes that could make the experience much better

+ Night shift staff Charlie was very helpful, he so efficiently arranged the scooter, laundry and restaurant for us, truly appreciate! Nice rooftop pool area.

- Morning staff is friendly but less efficient. Location is little far away from the center.

+ Wow, schicke Anlage dachten wir, als wir auf der Suche nach einem Hotel für 2 Nächte in Tulum, abseits von den Bettenburgen am Strand waren. Die Anreise war einfach allerdings ist die unbefestigte Zufahrt übersäht mit Schlaglöchern die bei häufigem starken Regen wie in unserem Fall zu riesigen Schlammpfützen werden. CheckIn (folgend den Informationen welche wir zuvor via Whatsapp erhalten hatten) war unkompliziert. Der junge Mann an der Rezeption war freundlich und sprach gutes Englisch. Wir wurden zu unserem Apartment im 2. Stock (keine Aufzug ) geführt. Die Wohnung war geräumig, schön eingerichtet und sauber.

- Nach der Ankunft wollte ich mir direkt im Bad die Hände waschen, allerdings kam aus dem Wasserhahn nur ein faulig riechendes Rinnsal welches dann ganz versiegte. Ich hatte die Rezeption darauf aufmerksam gemacht und man bot an, einen Handwerker zu schicken was ich ablehnte, da ich keine Baustelle im Zimmer haben wollte während unseres Aufenthaltes. Das Wasser in der Dusche roch genauso furchtbar. Komischerweise war das Wasser in der Küche ok. Der "private" Pool auf dem Dach, der bei der Buchung ausschlaggebend war, erwies sich als nicht so privat, da man sich den Aufgang mit den Nachbarn vom nächsten Apartment teilt, und diesen beim Zurückgehen in die Wohnung direkt ins Wohnzimmer schaut. Schlecht durchdacht! So wie einiges in der Anlage. Die gesamte Anlage schien nicht alt zu sein, jedoch die verwendeten Baumaterialien teilweise ungeeignet bei der offenen Bauweise und den herschenden Witterungsverhältnissen. Metall- und Holzinstallationen bereits vergammelt und rostig. Schade! Da wir keine Informationen bezüglich Frühstück beim CheckIn erhalten hatte, fragte ich am nächsten Morgen wo dieses serviert wird (wir hatten ÜF gebucht). Man zeigte sich verwundert, und erklärte, dass der Restaurantbereich seit bereits einem halben Jahr nicht mehr in Betrieb sei. Man hätte die diversen Buchungsportale bereits darauf aufmerksam gemacht und könne nicht verstehen, warum das Hotel noch mit Frühstück angeboten wird. (Ich habe mich mit Booking.com in Verbindung gesetzt und eine entsprechende Erstattung erhalten). Fazit: brauchbar für 1-2 Nächte aber nicht für einen 2 Wöchigen Traumurlaub.

+ Muy bonito. El servicio fue excelente y nos ayudaron a resolver la comida y el taxi. Fue una reserva de último momento y realmente nos salvaron. Muy recomendable.

- Estuvimos una sola noche y en ese tiempo no tengo algo malo que decir.