Outdoor pool, open 9:00 AM to 10:00 PM, sun loungers
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Reviews of Serena Tulum - Adults Only

3.5 out of 5
Serena Tulum - Adults Only
Carretera Tulum Boca Paila Km 5.2, Mz 10, Tulum, QROO

Reviews

8.0

Very good

Rating 10 - Excellent. 58 out of 113 reviews" "
Rating 8 - Good. 24 out of 113 reviews" "
Rating 6 - Okay. 10 out of 113 reviews" "
Rating 4 - Poor. 5 out of 113 reviews" "
Rating 2 - Terrible. 16 out of 113 reviews" "

8.2/10

Cleanliness

8.8/10

Staff & service

8.0/10

Amenities

8.2/10

Property conditions & facilities

9.0/10

Eco-friendliness

Reviews

6/10 Okay

Maria

Disliked: Property conditions & facilities

6/10 Okay

Oscar

Travelled with group
Liked: Staff & service, amenities, property conditions & facilities
Disliked: Cleanliness
If you want to be one with nature this is your place.
Stayed 3 nights in Mar 2023
Response from Jaime on Apr 26, 2023
Thank you for your comment.

8/10 Good

hilary

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2023
Response from Jaime on Mar 11, 2023
Thank you for your rating.

10/10 Excellent

Patricia Herrera

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Me gusto la hospitalidad del persona, principalmente del gerente que me ayudo a solucionar problemas con mi reserva
Response from Jaime Salazar on Feb 26, 2023
Agradecemos mucho que nos haya elegido para hospedarse. Deseamos verlo en un futuro nuevamente por aquí. Excelente día.

2/10 Terrible

Ida

Travelled with group
Disliked: Staff & service, property conditions & facilities
Most unprofessional hotel staff I have ever met. They tried to provide a shuttle, which was not by the hotel but only the staff because I guess they were trying to get side money. Most unprofessional service with the shuttle. Me and my friend didn’t end up going with the shuttle because we felt unsafe and they still charged us full. $150. Then we left a key with them to a scoter we rented from a third party since we were checking out early. They lost the key and claimed that we never gave them the key. MOST UNPROFESSIONAL STAFF. Stressed the both of us out. They’re really shady
Stayed 5 nights in Sep 2022

10/10 Excellent

Daniela

Liked: Staff & service, amenities, property conditions & facilities
I loved it. The room I stayed in needs some help with covering the back. I felt ppl could see me shower from the gym parking lot, but everything else was amazing
Stayed 2 nights in Sep 2022
Response from Serena Team on Sep 13, 2022
Thank you for staying with us and thank you for your comments, they will be taken into account.

8/10 Good

Jeneen, WASHINGTON

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was beautiful, nature-inspired and thoughtfully designed, quiet despite being walking distance to bars and restaurants, and the service was really excellent. The staff were super responsive to our requests. Breakfast was great. The towels and linen smelled so fresh (which is sadly not the case in some hotels, even big ones). It was right beside a 7-11 and walking distance to Azulik! Lots of parking. Close to the beach (though it's a rocky area... you have to find the right spots to walk to). The only reason I'm not giving it 5 stars is because of what I consider misleading advertising. The pictures give you the impression that it's ON the beach but it's not. Also the bathroom has no door. Which are not deal breakers, but they should mention these upfront to avoid disappointment. Just please remove the pix that make it seem like a beachfront property. Besides that, I highly recommend!
Stayed 4 nights in Aug 2022
Response from Serena Team on Sep 13, 2022
Hello, we are very happy that you decided to stay with us. We would love for you to share the misleading picture with us so that we can review it. We will take your suggestion about the bathroom door into consideration. Best regards.

10/10 Excellent

Hollo

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed here for one night but all in all it was an amazing experience!
Stayed 1 night in Aug 2022
Response from Serena Team on Sep 13, 2022
Thank you very much for your visit and we appreciate that you liked our space.

10/10 Excellent

TOMMASO

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 7 nights in Jul 2022
Response from . on Jul 25, 2022
Dear, Tommaso. Thanks for your review, we really appreciate it! Best regards Serena Tulum

10/10 Excellent

Bhranti

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good property good stay
Stayed 2 nights in Apr 2022
Response from . on May 2, 2022
Dear Bhranti, Thanks for your words and for staying with us. Best regards Serena Tulum

10/10 Excellent

Julie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
We loved Serena! Conveniently located in Tulum near the beach and walkable to lots of restaurants and shops. Free onsite parking is a huge bonus in Tulum. :)
Stayed 4 nights in Apr 2022
Response from . on May 2, 2022
Dear Miss, Julie. Thanks for staying with us and for your review. We really love to attend you and be at your service. Hope to see you soon, Best regards Serena Tulum

10/10 Excellent

John

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful area in the middle of the jungle! I love the layout. The breakfast area is so nice and love that it is included. Staff is very friendly and care about your experience. Love that there are bikes/scooters available to rent
Stayed 7 nights in Mar 2022
Response from . on Apr 9, 2022
Dear, Jhon. Thank you very much for your words and review. From part of all the staff we wish you the best and hope to attend you soon. Best regards Serena Tulum

10/10 Excellent

Jesus

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This property was amazing and so beautiful and peaceful And the staff was very kind and helpful ❤️❤️👍👍
Stayed 7 nights in Mar 2022
Response from . on Apr 4, 2022
Sr. Jesús. Agradecemos mucho sus palabras y calificación. Por parte de todo el staff de Serena Tulum le deseamos que este muy bien y poder volverle atender en un futuro. Saludos Serena Tulum!

10/10 Excellent

Francisco

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Mar 2022

8/10 Good

Heidi

Travelled with group
Liked: Staff & service, property conditions & facilities
The staff was amazing! They were on top of our cleaning services and brought us a full-length mirror (we were attending a music festival so we were putting a lot of effort into our outfits) without us asking. The room was air conditioned and much bigger than expected. Honestly you could have easily fit 5 or 6 people in the suite (2 queen beds futon). The only issues we had was the poor lighting in the rooms (but that seems to be common for the area), the thin ceiling (you could hear our upstairs neighbors too easily), and that we weren't able to easily update the reservation (we wanted to check out one day early but they kept giving us the runaround). All in all, good value for what we paid. I would come back in a heartbeat.
Stayed 5 nights in Mar 2022
Response from . on Mar 11, 2022
Querida, Heidi. Muchas gracias por tus amables palabras y la puntuación, esperamos que tu estancia alla sido agradable como para nosotros atenderte. Esperamos que en un futuro nos vuelvas a visitar, de parte de todo el staff de Serena Tulum. Nuestros mejores deseos! Serena Tulum

10/10 Excellent

Francisco

Liked: Cleanliness, property conditions & facilities, room comfort
Excellent service.
Well received, this is a MINIMALIST type of stay. I had an expectation of what type of room we rented and it was exactly as described. I will say this, the service was excellent. My A/C went out in the middle of my stay and they did everything to make me and my fiancé feel comfortable. I would stay here again.
Stayed 3 nights in Mar 2022
Response from . on Mar 8, 2022
Querido , Sr. Fransisco. Apreciamos mucho sus palabras y su puntación a nuestro servicio, agradecemos que se tomara el tiempo de regalarnos sus palabras y de parte de todo el staff de Serena Tulum esperamos algún día tenga la oportunidad de regresar. Saludos Serena Tulum

4/10 Poor

Sally

Stayed 6 nights in Feb 2022

6/10 Okay

Danny

Not what was expected.
Stayed 5 nights in Feb 2022
Response from - on Feb 21, 2022
Querida Dany, Agradecemos mucho su comentario y seguiremos trabajando duro, con el fin de que nos vuelva a dar la oportunidad de venir para mejorar su perspectiva. Saludos Serena Tulum

10/10 Excellent

Nonkululeko

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was beautiful and accessible to all the restaurants, beaches, and other fun things to enjoy during the stay. We really enjoyed our time there.
Stayed 6 nights in Jan 2022
Response from - on Feb 12, 2022
Muchas gracias por sus palabras, agardecemos mucho su review y esperemos tenerlo de vuelta en su casa Serena Tulum!

4/10 Poor

Shawna, Vineyard Haven

Disliked: Cleanliness
Stayed 3 nights in Feb 2022

8/10 Good

Juan, Corona

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
good place to stay, close to everything
Stayed 2 nights in Feb 2022
Response from - on Feb 7, 2022
Muchas gracias Sr. Juan. Esperamos haya tenido una bonita estancia, y le deseamos lo mejor de la vida. Un saludo de parte de todo el staff de Serena Tulum.

10/10 Excellent

Monika

I loved the grounds and the glamping style.
Stayed 2 nights in Jan 2022
Response from . on Jan 10, 2022
Hi Miss, Monika. Thank you very much for your review, we hope you haved a nice time at Serena. Hope one day you come back to your home far away home Serena Tulum. Best regards Serena Tulum

2/10 Terrible

Peter

Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
Bed bugs. Bed bug stains on the sheets. Large cockroaches. Racoon repeatedly broke in our glamping tent all hours of the night. We left with one night on our reservation because it was that bad with zero sleep. Requested a refund and the hotel intentionally wont answer the numerous calls from Expedia even though the front desk said I would get the refund.
Stayed 3 nights in Nov 2021
Response from - on Nov 23, 2021
We regret that your experience was not pleasant, we spoke to reception and there are no reports that you have filed complaints. We appreciate your feedback and hope you can give us another opportunity to change your mind.

10/10 Excellent

David

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
My only criticism was breakfast staff was making out in clear site of guests and left food many times. When I finally served myself I was told I should wait to be served, as I said they went long time periods without attending stations.
Stayed 1 night in Nov 2021
Response from - on Nov 11, 2021
On behalf of all the staff of Serena Tulum we appreciate that you have stayed with us, we regret the situation that was presented to you but we always appreciate your feedback for future improvements. Let's hope you return to your home away from home Serena Tulum

10/10 Excellent

Greg

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Fantastic!
A fantastic place to stay. It feels like you are really connected to nature here. This is a great place if you like a rustic, natural place to stay. The jungle gym was also great. Super friendly staff and great location.
Stayed 4 nights in Oct 2021
Response from . on Nov 6, 2021
We greatly appreciate your feedback and look forward to having you back at your home Serena Tulum. From part of all the Staff of Serena Tulum we wish you good luck!

10/10 Excellent

Danny

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Such a beautiful place they have set up. Staff was great. The coolest Jungle gym out back. Can wait to go back.
Stayed 3 nights in Oct 2021
Response from . on Nov 6, 2021
On behalf of the entire Staff of Serena Tulum we appreciate your comments and we hope to have you back at home Away from Home Serena Tulum.

6/10 Okay

Brian Ivan

Liked: Cleanliness, staff & service
Disliked: Amenities
very rudimentary their rooms and food
Stayed 2 nights in Sep 2021
Response from . on Nov 6, 2021
we are sorry to give you that impression, your comments always help us to continue growing and improving.

2/10 Terrible

Macaulay

Stayed 3 nights in Aug 2021

4/10 Poor

Frederic

Stayed 3 nights in Jul 2021

10/10 Excellent

Matthew

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Jun 2021

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location with outstanding customer service.
Stayed 4 nights in Jul 2021

8/10 Good

Verified traveller

Liked: Staff & service, property conditions & facilities
The
Stayed 2 nights in Jun 2021

2/10 Terrible

Verified traveller

Stayed 2 nights in Jun 2021

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I enjoyed Serena Glamping so much. The scenery was beautiful and the staff was super helpful with getting excursions booked. Only bad part was the mosquitoes.
Stayed 5 nights in Jun 2021

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Jun 2021

10/10 Excellent

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This was truly a beautiful experience! Definitely coming back. So peaceful!
Stayed 4 nights in Jun 2021

10/10 Excellent

Verified traveller

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Patricio our front desk agent,concierge, bellman is the best really friendly and helpful, wish have him as our concierge on our stays at the all inclusive big chins hotels Patricio definitely deserves 5 diamond /stars service
Stayed 2 nights in Jun 2021

8/10 Good

Shahin

Stayed 5 nights in May 2021

10/10 Excellent

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This place is such an amazing jungle experience. The staff accommodated our every need and were always willing to help. The location is about a 10-minute bike ride to private beaches and a 10-minute taxi to public beaches. We loved our breakfasts and outdoor shower! We hope to come back :)
Stayed 8 nights in Apr 2021

10/10 Excellent

Christina

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Relaxing Oasis
Serena is like a little oasis in the beach strip of Tulum. We took advantage of the relaxing, private and quiet pool area at all hours of the day. The breakfast every morning was delicious and the staff were extremely helpful!
Stayed 4 nights in May 2021

10/10 Excellent

Verified traveller

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
No words can describe how much I loved this place. The overall energy of this place is amazing, tents in the middle of the jungle. Super beautiful rooms with AC. Perfect for someone who wants to get away but still wants to feel connected to nature. I loved that its walking distance from the beach, nearby food. Its amazing. Very friendly workers, helped us get reservations & awesome recommendations. Everyone that works here makes you feel so loved and welcomed. If you want awesome customer service, super cool & different amenities like a rooftop, yoga room/meditation room, Outdoor gym & super cool pool! I will definitely come back! Thank you Serena Glamping for an awesome experience.
Stayed 3 nights in Apr 2021

2/10 Terrible

Verified traveller

Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was dirty, there was a massive flood in my room for the last two nights. No overnight staff to help
Stayed 6 nights in Mar 2021

8/10 Good

Verified traveller

Liked: Staff & service, amenities, property conditions & facilities
One of best cheapest hotels í been in. Great genuine frieñdly staff ,I will for sure be back
Stayed 1 night in Apr 2021

10/10 Excellent

Verified traveller

Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
Serena was an adorable place right outside the jungle & within walking distance to tons of great restaurants & beach clubs. We would recommend anyone who is looking for a quiet place & not by all the loud club & bars to stay here.
Stayed 4 nights in Mar 2021

6/10 Okay

Verified traveller

Travelled with group
Liked: Staff & service
Disliked: Cleanliness
If you want to be one with nature this is your chance. Raw Nature it’s the theme but also reception is literally outside. We had a urge spider in our room. The bathroom is outside with a bamboo wall separating it from the neighbors bathroom, so you will hear everything they do in there. The running water is salt water. So you’ll need to purchase water for brushing teeth and washing your face with. We saw 2 raccoons when walking to our room. No one at the front desk after 9pm so it is left alone for anyone to walk-in. Staff here I understand are volunteers so you must tip them, although they are all very nice and friendly, you have to tip on top of a service that you have already paid for .
Stayed 4 nights in Mar 2021

10/10 Excellent

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Serena Glamping Tulum is absolutely amazing if you are traveling on a budget or just want a low-cost option that is still in the middle of everything and near the beach. There are plenty of restaurants (Mateos with live music or MINA on the beach for drinks) and beach clubs nearby. The Staff was extremely friendly and was able to help with recommendations, making us reservations, and was even able to schedule or COVID test for us to be completed in the lobby. There is a public beach a 2-minute walk north of Serena and one that is a 10-minute walk south. The one that is south has a massive rock in the middle of the water that you can walk to the top of that is great to chill on at night to catch the breeze and the stars. We stayed in the smaller 2-person rooms (not the tents) and the AC was great and it was very dark and quite to allow for great sleep. The bathrooms are private but outdoors which was honestly an amazing touch and we loved the feel.
Stayed 4 nights in Mar 2021

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was great extremely friendly and hospitable!
Stayed 3 nights in Mar 2021

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I absolutely love this hotel!! And the staff, they were all very helpful, friendly an caring for all my needs. Very clean.
Stayed 3 nights in Mar 2021

8/10 Good

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had the glamping/tent style room which really makes you fee like you’re getting the tulum Jungle vibe. But if You’re a light sleeper I would opt for the regular rooms instead of the tent because you can hear everything outside and bring mosquito/insect repellent!
Stayed 4 nights in Feb 2021

10/10 Excellent

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2021