Collection O Faisano Boutique Luxury Hotel, Tulum Beach

I usually don’t write reviews but for this hotel/property I’ve had to - and for all the wrong reasons. They have zero ounce of customer service and run a dodgy business. After reading a number of other reviews on here, my advice would be to steer clear and book somewhere else and save yourself the stress of a poor experience. Or being scammed out of your money. I initially booked a stay in March this year for a reservation in late September directly through their site. Fast forward to now (early August) our group is no longer able to travel and we have made the decision to cancel our reservation booked under my name. Only to find out they have made it so no one can cancel or modify their reservation through their booking management portal, despite them advertising EASY self-service cancellations or modifications on their booking policy’s, terms and conditions, FAQs etc. As advised on my booking confirmation I could cancel my booking by logging into the portal by inputting my last name, booking reference number and check-in date. Which I did do multiple times (and I have tried multiple times every day after, including using my first name or selecting my checkout date instead) and all the system can say is my “reservation can’t be found”. Dodgy! After calling multiple times across a number of days I was finally able to get in touch with the hotel and spoke to a gentleman called Javier who while on the call didn’t seem the bit interested in my query and I had to keep pushing for him to actually take down my name to look for my reservation. He finally did and after he found it didn’t offer any solution to cancel my booking (which I find odd because this should be an easy fix, especially because they say they have a ‘self service portal where customers can easily modify or cancel their reservations within minutes’). He said he’d get back to me via email in 1-2 days but I knew in my gut based on our interaction and the lack of care and customer service on the phone this wasn’t going to be the case. Now after almost a week, many follow up emails from my end and calls trying to get back in touch with the team - radio silence. Nothing. What’s even worse than the fact that I seem to be having to go through hoops just to simply cancel a reservation more than 5-6 weeks away is that my booking policy was flexible cancellation with a refund if I cancelled before 7 days of arriving. My guess is that they are making it hard for guests to cancel so they can steal people’s money. In my case, they are stealing $1300. Please be careful booking with this hotel if you don’t want the same thing to happen. Read the reviews and see for yourself how poor the customer service is. Faisano Nomadas - do better.

Bonito lugar muy amable el personal

Todo muy bien excepto que el cuarto es muy pequeño y el aire acondicionado no enfriaba y hacía mucho ruido.

Buenas instalaciones

They tax me a different amount of money in comparasion of HOTELS.com prices...

Un lugar para descansar y desconectarse , en Tulum México 💓💓💓

Me encantó este hotel, la habitación super linda y cómoda. La ubicación excelente 10/10

Really good value for money. It doesn’t have a restaurant but it’s situated close to many. They do have really good breakfasts though. I recommend it.

Nothing

Really nice contemporary warm spa with spectacular pool!