Robert H.
Zendero is in a great location in proxy to main strip of restaurants, bars etc. The street its located on its in the middle of development so constant construction during the day. Sits on an unfinished road. Aesthetically the venue is gorgeous and beautiful landscape however, it lacks considerably in customer service. There is no elevator. I had to climb multiple flights of stairs with multiple heavy luggage.The safe in my room was inoperable. My first day there was no electricity or running water for hours. I woke up in sweats. Hotel did not have backup generator. They did not offer bottle water to guest for no running water or comp the room for a night nothing. Didn't even bother to let the guest know. Not cool to wake up to no basic amenities.Also there is no noise ordinance. Guest were on rooftop pool til 2am one night laughing, talking loud. The pool is right above my room. I asked front desk attendant to ask them to quiet down as pool is supposed to close at 10pm for what I was told at check in. Not sure why the guy at front was intimidated to ask guest to quiet down so the other guest can sleep.COVID-19 precautions are not taken. No one gets their temperature taken. Guest congregated for breakfast daily in the lobby not 6ft apart. Mask were not enforced. I never saw the place sanitized. They did offer a bottle of hand sanitizer for each room which was a nice touch. Literally only 3 parking spots in the front of building. Complete waste to rent a car. Most of the staff don't speak and can't understand English which was frustrating sometimes. Breakfast is disgusting. I had a girl put fruit on my plate with her hand. When I asked for ice this guy used his bare hand to grab some ice in a bag in a deep freezer. Not even kidding. The physical đ was tricky to unlock door.Also, I was disappointed when I wanted to use a bike to go to beach for couple hours and I couldn't because they are no time restrictions on bike usage even though bikes were sitting out front and another guest had the key just holding on to it. It wasn't fair.Also it was hard to recognize and acknowledge who the staff were. I suggest company branded polo shirts and nametagsI did not enjoy my stay one bit and would not return UNLESS some serious improvements were made.Suggests for improved guest experience:-Upgrade doors to keyless entry (keycards)-Put restrictions on bikes. Free for 2 hours per day, charge hourly rate after 15 min late return.-ENFORCE a quiet ordinance between 10pm-8am every night-install an elevator-Offer discount happy hour at rooftop pool bar from 5-7 or 5-9 daily and generate extra income.-Put operable keypad safes in each room-Put a mini fridge in each room-Have brochures of reputable companies for excursions in lobby or have daily board of suggested guest favors experiences, restaurants, bars etc in Tulum-Staff should wear a mask that covers nose AND mouth at all times and wear disposable gloves when cooking and serving each guest.-Much stricter COVID PRECAUTIONS-install phones in each room to be able to call front desk.-Add ice machine on 1st floor-Mandatory staff uniform with name tags
2 months ago 
