Papaya Playa Project, Tulum, a Member of Design Hotels

Very disappointing stay. The villa was dirty when we arrived, we even had a bat in the room, and every shower was cold with no hot water the entire stay. Service felt inflexible and more focused on fees than guest experience. For the price, this was far from a luxury experience. Would not return.

We stayed in the casa coco villa and this was not as advertised. This was far below our expectations for luxury. The shower was filthy with dirt and branches everywhere. One room had no mirror in the bedroom and the rooms were filled with mosquitos. With that said the butler Alfie was incredible.

We stayed in a villa (Casa Coco) and it was below average. We were met with cold showers, tarantulas all over the ground and mold in the rooms. Would not stay here again.

We stayed in the casa coco villa. There was no warm water to shower in during the duration of our stay. There was dirt and leaves all over our bedding upon checking and none of the rooms were sealed so we were constantly attacked by mosquitos. This is not what we envisioned from a luxury resort. Avoid this hotel.

We travel frequently, both throughout the U.S. for our children’s activities and internationally at least twice a year for family trips. Over many years, we have stayed in a wide range of properties, from basic accommodations to luxury hotels. While we have certainly had varying experiences, this is the first time I have felt compelled to write a negative review. We booked this property based on its high ratings and overwhelmingly positive reviews on TripAdvisor. Unfortunately, our experience was so inconsistent with those ratings that I now feel a responsibility to share it so others can make a more informed decision. I strongly encourage prospective guests to read the recent Yelp reviews as well, where the current 2-3 star ratings more accurately reflect our experience. We stayed using Marriott Bonvoy points and were extremely disappointed to have used them on this property. Even without having paid cash, the stay felt like a poor value. I cannot imagine spending thousands of dollars per night here, particularly given the lack of comfort and the inability to get a good night’s rest. The most significant issue for us was the lack of heating. There are no heaters in the rooms or anywhere on the property. During cooler weather, the rooms become uncomfortably cold. When my husband contacted the hotel, he was initially told to increase the temperature, but the system only blew cold air. After several hours, we were informed that there is no heating available at all. Additional blankets were offered, but this did not resolve the issue, and the blankets themselves had an unpleasant odor. I have medical considerations that make prolonged exposure to cold problematic, and this was communicated to the staff. Unfortunately, there was no meaningful solution offered. This alone made the stay extremely uncomfortable and, frankly, distressing. While some staff members were pleasant and kind, overall service was lacking. There was no sense of welcome at arrival with the front desk seeming bothered by the guests. The front desk was cluttered and looked unorganized. Guest communication felt minimal and reactive rather than attentive. We have received warmer welcomes and significantly better service at many two and three star hotels. Additionally, the property itself raised safety concerns. The grounds are uneven, poorly maintained in places, and lack basic safety features such as railings in steep or elevated areas. This would be especially concerning for families with children and makes the property far from family friendly. There is no resort pool and nothing was warm. This review is not about aesthetics or atmosphere. At this price point and reputation level, guests should reasonably expect basic comfort, functional amenities, consistent service, and attention to guest safety. In our opinion, this property requires a significant operational overhaul. I regret having to write this review, but I would not feel right staying silent given how strongly the experience differed from what is being advertised and reviewed elsewhere.

From check in to checkout out the staff were lovely, friendly and helpful. The site is very eco friendly and holistic from the moment you set foot on the property. Close to places to eat and a short drive to Tulum centre. I will come back again and would recommend to anyone wants to return to a quiet pace.

Sergio was a great server. My friends and I had a great day at the beach at Papaya Playa Beach Club. The seafood ceviche is to die for.

I really can’t say enough about how much I enjoyed being at Papaya Playa project. From my incredible villa, waking up and falling asleep to the sound of the ocean, seeing the sunrise at the foot of my bed through the palm trees each morning or watching a sky, full of stars from my private rooftop, I lived my stay there. The property is a vast beautiful section of jungle along the beach, fully secure from outsiders. The quality of the food was amazing, being someone who is very health conscious, this was a serious concern for me. The menu was also diverse enough to keep me interested for my multi week stay. The focus on wellness and spirituality made it the perfect place for me. The entire atmosphere promotes a feeling of calm and lightnes. I have found my crown jewel of Tulum. Highly recommended for anyone.

The team at Papaya Playa was so helpful. From the moment we arrived, we felt truly taken care of. We were celebrating our honeymoon and were welcomed with champagne in our room, which was a very sweet touch. We stayed on the weekend and had a chance to experience their Saturday night party, which was definitely something out of our norm, but super fun to witness. Great music and party vibes all night. This with the combination of their relaxing beach club and wonderful room views made for the perfectly balanced stay for our honeymoon. Primo at the reception was amazing, and always made sure to provide us with the best recommendations for things to do and restaurant spots in town. Even after we left the resort and went to our next stay, he made sure to ask if we needed help with transportation or other recommendations. We would love to return in the future and really enjoyed our time at Papaya Playa for the authentic Tulum experience.

An amazing girl trip to Tulum! First time at the Art Village, second time at the PPP for the parties! We have to give a HUGE thank you to Primo who was so kind and always helping us with réservations and making sure that we had the Best expérience! He got us this second key to our room🤩!!! Also to Victoria who have au so many local restaurants and tips! ❤️🤍❤️