2/10 Terrible
Karen Cheryl
May 13, 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
My recent stay at Tulum Brewhouse Boutique Hotel in Tulum turned into a nightmare due to their unethical practices, specifically regarding unauthorized charges to my credit card.
Upon returning home, I discovered charges for towels that were supposedly missing from our room. The audacity of charging me when I communicated to them that we did not take such towels and charging me merely “towels” before giving details of the accusation. When given details, they listed one beach towel, and then further invoiced for multiple other towels. It is completely unacceptable. This breach of trust reflects poorly on the hotel's integrity and customer care.
Aside from this troubling incident, our stay was marred by multiple power outages, unaddressed safety concerns such as loud noises and glass smashing next door, and a general lack of responsiveness from the staff during our stay.
Additionally, the hotel allowed loud music to play late into the evening, disrupting our sleep and overall experience. The staff's unhelpfulness extended to recommendations and transportation assistance, as they were dismissive and told us to find our own way from the airport. There was construction and banging from construction of hotel which staff did not tell us.
