Roc Luxe Tulum

Absolutely disgraceful experience. We attended the property and at first we thought it was peaceful and oddly quiet. Within the first 1 hr we quickly realised the reason for this was one other couple was staying there unsure if this was because the owner had his own security with automated guns in the facility. As a young female I instantly felt unsafe and at high risk. To then realise the huts, although clean, had geckos falling from the ceiling and massive bugs flying onto the bed. The staff seemed nice when we asked for a reasonable refund the day we arrives but stated we would leave the next day as our friend who recently broke his arms cast was deteriorating due to the climate and the property was unsafe in case of an accidental fall (all sand). The staff agreed to this and sent us off day 2, however, 24 hours later we received a message stating that they were no longer processing the refund and we will not see our money for the 4 days of 2 rooms we booked ($2000 AUD). The staff have not responded to any calls or emails from myself since.

The property itself was quite clean and looked appealing but its nature of the surroundings, and everything else that came with our experience ruined its appeal.

This property was paradise, I loved the entire hotel. It was secluded and felt like heaven. All the staff was helpful and accommodating and cleaning ladies did an excellent job! Highly recommend this property to everyone.

The place was beautiful, felt like paradise.

Bugs do get inside the room which my wife wasn't too happy about but it wasn't a big issue

Beautiful place infront of the beach delicious food and drinks beautiful rooms

room was pretty

staff were rough except the nicest guy at the front desk. restaurant staff were rude.

Room was beautiful. Bed was enormous. Just off the beach, hotel food was good.

Powercuts all the time. Wifi didnt work for the last day/night. Cocktails were 360 pesos!!!! Everything was very expensive. Dont touch the minibar!

definitely 1000% not a 5 star hotel. lots of bags ants and we had a giant spider. salt water from all faucets. only 1 small mirror. no curtains in some of the windows.

Our stay at the Roc Luxe went really well, it was as I expected it to be so there were no disappointments. Our rooms were in "the beach village" which is lovely. Loved listening to the sea at night and seeing the sea first thing when I opened the door in the morning. All the staff were very friendly, from those at the front desk, restaurant staff, housekeeping, gardeners and security. We found it very relaxing, tidy and well kept. Breakfast was great and the continental was included. You could also pick from their menu and pay extra. Our scrambled eggs, omelettes and pancakes were perfect when we ordered them. The music by the pool was a bonus and not too loud (it could have actually been a little louder). The location suited our needs, if you wanted to be in the heart of the night life it was a 6/7 minute taxi ride and it was buzzing. But I'm glad we did not stay down that end as we did not want to have to listen to the beach clubs music late into the night. Overall a very positive experience. The WiFi service was perfect all the time. Thank you all at the Roc Luxe. X

I would have liked a hairdryer. Luckily I brought one but it did not work as well there.