Conrad Tulum Riviera Maya

Mushroom tacos from the pool bar were delicious. The breakfast buffet was great also. I went out on a night in the town and had way too many drinks. The employees were so great. Helped me out of taxi. Put me in a wheelchair and took me back to my room. Me and my spouse got safely back because of these nice gentleman.

Everything was great

Great service !! Worth the price !

The beach is not the best, nothing is near the area meaning you are stuck there with their prices. 15% feet service charged on everything and is not tip - is a service fee from using their installations. The property is already overpriced, meaning this shouldn’t be the price. Foos is good - not worth the price, specially Japanese restaurants. People service is fantastic!!!

Les infrastructures, la plage

Personnel peu souriant sauf mention spéciale au concierge qui a été exceptionnel tout au long du séjour. Également mention spéciale au manage qui a été très professional. La nourriture pourrait être un peu meilleure dans la restaurants mais cela reste globalement correct

The hotel is located in beautiful natural surroundings, with a nice beach and generally friendly guests, which creates a pleasant atmosphere.

We booked a hotel room without breakfast by mistake and immediately asked to amend the booking. Unfortunately, this was not possible, and the staff showed no interest in helping. The breakfast price of €125 for a family is not reasonable for the quality offered, and overall it feels like guests are not truly valued. We also asked for a room upgrade, which was not possible. A 15% service charge is automatically included in every bill; however, if you do not leave an additional tip, the service noticeably declines. This creates an uncomfortable atmosphere. The food quality is very poor for the price level, and expectations for a so-called 5-star hotel are not met. In European standards, this hotel would be closer to a maximum of 4 stars. Cleanliness also needs improvement. The elevator buttons were dirty with chocolate when we arrived and were still dirty when we left, which is unacceptable for a hotel of this category. Overall, the hotel does not justify its pricing or its claimed luxury status.

Our second time to the hotel, hopeful kinks of the first stay in 2023 were ironed out. Service is very unprofessional and unpolished. Butlers don’t provide responses in the app. A rollaway bed delivered at 10 pm after the child’s bedtime, although requested days before our arrival. We purchased cabana #1 with a view and then told it was given to another family. We were told it was our fault for booking cabana #1 through the Hilton Honors app, which they don’t use (although it’s still an actively used app). Nothing was offered to make it right. No chairs available on the beach or any pools, so we’ll be sitting on our balcony all day. Not a pleasant experience.

The property is beautiful and equipped with a positive, energetic staff. Unfortunately, it is not representative of the global luxury branding of the Conrad Hotels & Resorts platform. The experience was not 5 star unlike the Conrad in Washington D.C. that I often stay at. The biggest issue was communication and training. I do not fault the staff for this. It's a managerial issue and can be corrected. It was completely unclear with we were only supposed to use the Ceiba club concierge and when we used the main concierge for booking something the 2 entities acted like separate resorts and did not communicate. So many plans and reservations lost in the abyss. Everything seemed to take twice as long to communicate or book. We would order a beer and get the incorrect one. Order a dessert and 3 would show up and none that we ordered. The red flag should have been that I sent 3 emails to the concierge in weeks in advance of arriving about getting a roll away bed in the room and noting my daughter's birthday. We received 3 separate responses that were generic and never answered my questions. Not surprisingly, the staff was mystified about the requests when we arrived, asked for more $$ for a bed and had no idea about the birthday. We booked an excursion and were told we would return at a certain time and get back an hour and a half later missing a dinner reservation. We would order a drink or dessert and get something else. Other common executional gaffes that are easily correctable included having a woman start sweeping and cleaning around us in the restaurant to hurry up with closing while we were still eating dinner, a gentleman randomly cleaning the little pool on our terrace at 10:30 in the morning when I have the red / no service button pushed and my drapes are open and I'm about to change. Also... going to my room with the red / no service button on to find a gentleman from house keeping about to enter. It's as if no one was listening and there was no communication between the main hotel, the ceiba desk, the excursion group and the restaurants. We had zero confidence in anything we asked for or about. God forbid we had a food allergy. I would hate to have to depend on that being addressed properly. And finally, what is the story with using WhatsApp to confirm anything? Nobody uses that as a universal form of communication. Texting is universal. It's like the entire resort just would beat to its own drum when it came to communication and lack there of. Checking the box instead of providing the best-in-class experience of a luxury flagship Conrad property. My recommendation would be to improve training and communication at the resort and provide an additional layer of upper management on site. In the meantime, reclassify as a 4 star property. Best of luck to you. So much potential for this resort with the proper attention.

The most beautiful and relaxing time! Came here for an anniversary trip and made conversation with Daniel on the concierge team while at the beach. He surprised us with a special private mezcal tasting that same evening! His kindness and hospitality made my girlfriend and I so happy. He even made us a piece of art on the beach. We will definitely be back ❤️

We finished our second stay at the Conrad and enjoyed it greatly. All of the staff is super friendly, especially the staff at the Ceiba Club. Even with high occupancy, we were able to enjoy quiet time at the beach and pool. The room was immaculate and our partial ocean view balcony was super peaceful.