Orchid House Tulum Jungle

We chose the garden suite. Unfortunately we were not able to use the separate outdoor tub but would havebif we had time. We are dinner at the "Nest". It is located at the rooftop of the hotel. Great food and service. The place was amazing. You felt like you were in the jungle but not really. The plants and natural materials made it so pretty.

The room is really nice, but that's about it for this place... Frank and the guys working here are nice and helpful, unfortunately I was received by Mercedes upon arrival who was more busy taking selfies than helping the guests...

I arrived pretty late, and went to the reception the next day to tell that I had to shower in cold water. The receptionist Mercedes was not at all helpful and far from service minded. She claimed it was my fault that I didn't know how to use the shower, and just sat there looking at her computer. I had to ask her to come and show me, she did not at any point suggest to help. When I asked for restaurant tips etc, she was very short, not at all trying to give any service. You should expect much more from a hotel with 5 stars! And upon departure, the other receptionist (who btw was very helpful and the total opposite of Mercedes) tells me that Mercedes had deducted the wrong amount for my stay, and added $300 more! How lazy can the service be? The "pool" is not a pool... And the location is pretty far from everything. For this price, I would rather have stayed at the Tulum beach zone. The internet does not function fully in the rooms, even though they claim that it is working...

Staff was very friendly and all around great. They are very accommodating for whatever you need. Not far from anything around the city.

I booked this location well over a year ago to celebrate my birthday. The customer service was impeccable with every question answered in a timely manner so I was anxious to experience the rest of the property. I also booked The Nest, the on-site rooftop restaurant for dinner. I'll start with checkin. Several of our rooms smelled dank. You could tell they didn't prepare them at all for guests. AC units were not on and the rooms smell spoiled. The rooms were also clearly not sprayed for bugs. Some rooms had infestation of bed bugs on sheets and pillows. The Nest restaurant was also flowing with bugs. They had no bug spray or deterrent measures in place. Every dish was served cold or tepid. They clearly were not ready for a party of 15. We also had issues with cold food for breakfast so we never ate anything on the property for the rest of our trip. The beds were HARD! The shower nozzle fell off in two rooms. Some rooms didn't have hot water. Some of the AC units leaked water constantly leaving mildew and moldy residue. The pools were not cleaned and had too much chemicals in them. The balconies were unkempt and unusable. I gave them 2 stars only because the staff was great. But otherwise I would have never chosen to celebrate my birthday here. Im very saddened by this experience.

Room was clean and very well maintained! Very quiet and peaceful area that was nice to enjoy some time at the hotel as part of our trips. We loved our room that had an amazing shower and then an outdoor bath to relax and listen to the jungle. The staff are extremely nice and go over and above to help you out. Don't skip on this one!

Good

Tulum is beautiful, but it is limited in transportation options. There are only rental cars, bikes, or motorcycles available.

Our stay at Orchid House Tulum was truly pleasant. The staff were exceptionally kind and helpful, always going out of their way to make us feel welcome. The property has a peaceful, charming vibe — perfect for relaxing and unwinding. A great bonus is that they have a beach club at their sister property, Orchid House Beach, which gave us access to a beautiful beachside experience as well. Highly recommend!"

Excellent staff including Maggie the adorable kitten. Pools were clean, staff were very attentive, especially Luis. Excellent value

The pictures were misleading, it seems like it’s been lacking in maintenance for some time. I wish the rooms had a better smell, felt damp at night. The sheets had some stains on them. The hotel is in a safe area, but it is also lacking in curb appeal. Definitely felt far from everything and left one night early to go to a hotel on the beach. The only plus was the food which was excellent.