The Reserve Tulum

The accommodation looks very nice but it’s all about the looks. Most of the furniture is confortable. Unfortunately maintenance is required

• we tried to contact the property during our 5nights stay and no one ever replied. Very poor service! • the hot water smells like rotten egg. They have issues with their boilers. Even after switching accommodation after the 3rd day, we still had issues. • we had issues with the air con in our first apartment and nothing was done to repair it. Lucky the second accommodation it worked. • very poorly equipped on the kitchen. There only 1 of each plate, cutlery • I don’t understand how the function as no one is ever available to assist. Lucky we met Sergio who helped us but that was only on our 3rd day. We tried contacting via booking.com / WhatsApp even booking didn’t help. • very far from town so have a car or some sort of transportation (1h walking and no buses) plus the roads are in very bad conditions • the pool isn’t frequently cleaned so the tree leaves cover the pool quickly. The pool water circulation isn’t turned on during our stay so water isn’t automatically cleaned

Bed could be bigger.

Beautiful property. We loved our apartment and the pool. Car can be parked in front of the hotel.

You need a car or other mode of transportation to go out for the day. There's not much around in walking distance.

Nice rooms that appear to be newly built. Good hot shower with pressure. Small kitchenette was nice and the pool was also kept up and nice. Outdoor table/patio. Access is via a door code after hours, we did a fair amount of walking to local places, it's a bit off from the main tourist areas, so much quieter. Not many places to eat super close, but we had a car so this was not an issue for us. Free parking.

I like that it was near many restaurants near by. Although the staff was very limited in speaking English, they tried to make an effort to communicate. You need bilingual staff. The receptionist should NOT be the maid as well.

We stayed 6 nights there. They need an iron and iron board available. More instructions to the guests, on how to use the cable channels,, , what time the staff is coming they come around ten oc;lock. , the towels should be changed,, broom and mop especially to those who are staying long, instructions where the visitors can throw the trash.

The property was clean and adequately equipped

The check in process was a disaster. I checked booking half an hour before we arrived, no messages, went to the reception nobody there, spent nearly 30 mins ringing the number until I finally got a response, they told me to code for the room, but hung up before I could get the wifi code. I rang the number several times again, no response, annoying as my mobile data was 3G at best so couldn’t do anything. We went out, came back and we’re locked out as nobody at reception and needed a code, that we didn’t have. It was c10pm. Rand the number 10 times and banged on the door for nearly an hour until another guest let us in. They gave us the wifi code, looked at booking and all the information needed was sent as a message at 6.30pm but check-in was 3pm. In summary the worse check-in experience in my life. Late information and no mobile coverage to read it. Spent 90 hot frustrated minutes trying to get in.