BT Live Tulum located at the party zone

Location

bungalow falling apart many holes in the roofs dirty.lack.of good service problem with hot water

Lovely place, with wonderful staff, right on the beach and in the main beach hotel zone area!

Improve in privacy, the blinds/curtains do not block from outsiders seeing into the room the room, other than this everything is great

Day #1 - No hot water. Day #2 - one room has hot water, the other has no water AT ALL. As compensation we were upgraded to full menu breakfast for next 3 days. However, our breakfast supposed to be at 8am as Paco arranged transport for us for our excursion with pick up time 8:30. No one there so we got no breakfast at all. Jacuzzi is cold, unusable. Day #3 - we were promised to change the room with no water to another room. In a meantime the first Room got completely flooded after the rain. We told the guy but all we got was extra towels to clean the floor ourselves. We unplugged our phones standing in nearly ankle depth pool of water! “Security “ guy changed the sheets because all beds were wet from the leaking roof in both rooms. We stayed at BT Live for 4 days and did not have any housekeeping at all. Paco, the manager is the only person who speaks english, after hours you're on your own. There is no room service. No 24/7 front desk (there is a guy who speaks zero english, not sure what his title is). For the entire stay (4 days) we were able to use only one room at the time for all of us due to no water, flooded floors, wet beds. When we asked for a refund for one room we were told that Expedia has our money, not them. This listing is falsely advertising services they are not providing. This place is beautifully located and full of potential, but its not maintained, its unsafe, and dishonest about their services. Expedia, please look into this property!!!

Location

It was my 3rd time staying at this hotel and I got so disappointed! 2 weeks before my birthday I contacted the hotel management and requested a specific room which they confirmed! When I got there my room was not available because they “meant” if it’s available… the receptionist wasn’t there and 2 employees didn’t speak any English! After 30 minutes of debating we finally got completely different room. It was no hot water for 2 days, on my another request to fix it “supervisor” told me “May be you need to find another hotel”!! Very professional nice message on my birthday! The breakfast used to be free, now free breakfast is a coffee and one croissant with butter, adding 2 eggs will cost you $25 American dollars! At night the gates was closed and it was no one to open it for us, we have to pass through the reed hole every night most of the time in the nice outfits. The last day they built a “hot tub” near the beach, however all of the faucets in the room were broken or leaking… Its really sad to see how such a good welcoming nice hotel became such a big mess! I definitely don’t recommend it to anyone!

Loved the location

I’m giving 2 stars only for location, otherwise very basic one star hotel. Staff friendly but no one speaks English. We didn’t have hot water for three days then we were relocated by Hotels as water was pouring in to the room from the roof for two days and nothing was done by management. They don’t really care, just promising that issues will be fixed… Such a shame as this could be amazing place to stay if there’s someone who can really run the place

Our cabin had an excellent view and was right on the beach. Cabin 1. The place is peaceful and I liked that it was sand as we got in all the way to the cabin. I also enjoyed not having a TV. I didn't even notice it until we were leaving. Our goal was to enjoy each others company as we were celebrating our anniversary. I would have enjoyed better water pressure and better control of the hot and cold water. We got the hang of it but the view and location made up for that small detail. Overall I prefer to stay in Tulum vs. Cancun.

They gave us the wrong room, which made me really disappointed and they put the wrong name by the room which was a greeting sign “welcome sandra” when mg name is Amy! We stayed for 5 days not once did they come and clean up or tidy up our room nor did they bring more towels. We’d be by the beach and they never offered drinks etc. i swear the morning we left we saw them serving guests on the beach they were cleaning. We were like what are you kidding. We did not like the service. I give this place 3/10.

The location was lovely and housekeeping very good. Very helpful and hardworking housekeepers- with excellent customer care.

Huge cracks you could easily see through in bungalow walls and doors enabling mosquitos to just fly right in. Mosquito net is decorative and nonfunctional. Ended up with bite everywhere including face. No mosquito prevention like other establishments. The customer service was inconsistent to blatantly uncaring. Lots of loitering male staff taking smoke breaks and lunging in guest areas. Very forgetful concierge and lazy attitude as a whole was the vibe. Had to ask for beach towels three times and finally the bartender got us some on day two-begrudgingly. Prices are ridiculous and ever changing in portions in the restaurant. Each day was different in portions and charges even though it was the same server. Not friendly or welcoming just focused on tips being highlighted repeatedly. Tips were expected for 0 customer service. The beach club is more expensive than all other beach club in the area even those with higher ratings and more stars. Just ridiculous price gouging for no reason or value.