Serena Tulum - Adults Only

Je ne recommande pas cet hôtel il y a eu que des problèmes, des insectes, des animaux sauvages, très sales et pas du tout au norme niveau hygiène. Très très bruyant avec 0 insonorisation.

Came here with my husband and friend and we had an amazing time. We felt very safe and well taken care of by our hosts. We loved the fresh breakfast each morning. The shower was hot and the bathroom was great for “Glamping”! We loved the location. This was one of favorite stays on our trip and we were all over Mexico! Great accommodation and great hosts!!!

Such an interesting location! Safe, clean worth the price. Freshest fruits every morning. In the heart of Tulum and all the nightlife while still in the Jungle. Jaime was a great host! Traveling as a single woman, I never felt afraid or uncomfortable.

We are very disappointed of our experience with Serena. Firstly, two of us got charged twice for the hotel. Even though the payment had already gone through they asked us to pay upon arrival (which we did). Later on we look at our bank account and see that the hotel was charged weeks before. Second, we rented a car via the reception where we were promised that it would be there for us by 6am. We woke at 5.30 am on our vacation because we wanted to make it to several places on our road trip. We go to the meeting place and waited 1,5 hours. The car didn’t seem to be and we tired the number the girl in the reception gave us but it didn’t work. A man comes into the reception (seems to be a chef or working around the hotel area) and he help us making some calls. After he’s contacted the girl that made our booking of the car she arrives on a scooter after another 20 minutes with the key to the car. She takes absolute no responsibility and claims that there’s no problem and that she wants the money for the car. She also made a comment about the police possibly stopping us and we had absolutely no contract or documents signed for this car so of course that made us nervous. We start driving and turns out the gas tank is completely empty even though we were told it would be full. Since we had already made plans we took the car and left. When we came back, we ask for some sort of compensation and she says we can have the car one more hour (kind of pointless when our return time was at 6am anyway). We were not satisfied with this, but no sort or refund was offered. We asked to talk to the manager, but this wasn’t possible. This girl took no responsibility, didn’t apologise and didn’t seem to think there was a problem. She raised her voice and was not helpful at all. We are extremely disappointed and wouldn’t stay here again.

If you want to be one with nature this is your place.

Most unprofessional hotel staff I have ever met. They tried to provide a shuttle, which was not by the hotel but only the staff because I guess they were trying to get side money. Most unprofessional service with the shuttle. Me and my friend didn’t end up going with the shuttle because we felt unsafe and they still charged us full. $150. Then we left a key with them to a scoter we rented from a third party since we were checking out early. They lost the key and claimed that we never gave them the key. MOST UNPROFESSIONAL STAFF. Stressed the both of us out. They’re really shady