We were in an upstairs suite in the building located furthest south on the property. The room was pretty, had a spacious balcony, and was in fairly good condition.
Within a half hour, we had ordered room service from Fresco’s and sat on the balcony to eat. The food was horrible, with soggy chips, but we weren’t too worried about it, with plenty other restaurants in the area.
That was when the restaurant next door (just over a fence from the building our room was in) started up with extremely loud techno music. We went inside the room and shut the doors for some peace and quiet. Unfortunately, we could still hear and feel the music. The building was actually shaking from the extreme base and there was zero chance we could relax or sleep if the music kept up. It was only 2pm or so, so we became worried it would be a long night ahead.
We sent a What’s App message to the front desk to request a room further from the noise. They replied that the hotel was full, with the exception of the three other rooms in the four-room building we were located in. They acknowledged the problem and called the noisy restaurant but said it was an ongoing issue that was beyond their control. The restaurant, of course, declined to turn down the music, and it became obvious why our building was otherwise unoccupied.
We were exhausted and didn’t want to relocate but realized that we would have sleepless nights if we stayed on the property. So, we requested a refund while searching for an alternate place to stay. The front desk had us fill out an early check out form explaining the problem and said we would be contacted about our refund status. Most of the better properties in Tulum were booked on such late notice, so we ended up booking a stay outside of town. Fewer than two hours after checking in, we were back in a taxi. We trusted that our refund would be processed and had a wonderful weekend at our alternate hotel.
We returned home and reached out about the refund since 4 days had passed and we had not been contacted. The response shirked responsibility for the issue, reiterating that the noise wasn’t from the hotel but a neighboring property, which or course we already knew. They offered to “meet us halfway” and refund us for a single night’s stay.
If the hotel does agree to refund us for our full stay, I will update this review but at this point we are truly disappointed with the hotel’s response and feel as though we have been robbed, since we literally got no benefit from the money they took from us. The only alternative we were offered besides a refund for a single night was what would have certainly been a miserable weekend with no retreat from loud, pulsing techno music.
I am giving a factual account so others can avoid what happened to us. Please beware if you are either 1. Seeking peace & quiet in your room or 2. Expect the hotel to treat you fairly should any problems arise during your stay. We have lost our money but hopefully someone else can avoid it as the result of this review.
UPDATE: In response: I attached a copy of the What's App complaint for the rude person from the hotel who responded to my factual account to argue about whether I understood where the noise was coming from. I think the hotel's response to my review speaks for itself in terms of failing to take responsibility. The first time a wedding was mentioned to me was yesterday--the front desk acknowledged while we were at the hotel that it is an ongoing problem. They said nothing about a wedding and made no assurance that the music would not continue for the entire weekend. I did tell you I planned to leave a review offering a factual account of our stay to help others avoid staying there. However, I will not change my review to a positive one if you were to refund us, since in no way has this been a positive experience. I might delete the review since I would rather have my money back than a public argument with you. If you feel good about the hotel's response, you should not feel "threatened" by my giving a factual account of our stay.
2 weeks ago