エラ ホテル & スパ トゥルム

The hotel maintenance is excellent. They make sure you have a pleasant stay. The staff is generous and highly recommend for everyone travelling to TULUM.

Struttura molto accogliente consigliata per chi decidere di alloggiare per pochi giorni a Tulum. Personale disponibile e competente ( un ringraziamento alla signora della reception che ci ha aiutati nella risoluzione di un problema). L’hotel dispone una bella piscina ma che per manutenzione noi non abbiamo potuto utilizzare. Lato “negativo” è la colazione che viene servita esternamente alla struttura con formula non a buffet e potendo scegliere solo un piatto tra quelli proposti insieme ad una bibita ( succo) e caffè.

If only I could give this hotel 0 stars I would LOVE to. This hotel SCAMMED out of thousands out of small family that owned business in Petaluma. The two ladies named Katherine silveira and Kristi Leach, used them for their FURNITURE that they used for a staging job they did for them in San Rafael. They never made them sign a contract which was OBVIOUSLY needed so they can return their furniture. AND it was their first time there!! Till this day the hotel still has their new furniture they used for their staging homes and never paid them back! These two ladies have 25+ years of experience selling and staging homes. They should obviously know BETTER by now. They EVEN OWN a whole million dollar home &. Watch out because they will use fake lawyer info and lie throughout everything!! So I recommend not doing any business with these two ladies.

If only I could give this hotel 0 stars I would LOVE to. This hotel SCAMMED out of thousands out of small family that owned business in Petaluma. The two ladies named Katherine silveira and Kristi Leach, used them for their FURNITURE that they used for a staging job they did for them in San Rafael. They never made them sign a contract which was OBVIOUSLY needed so they can return their furniture. AND it was their first time there!! Till this day the hotel still has their new furniture and never paid them back! These two ladies have 25+ years of experience selling and staging homes. They should obviously know BETTER by now. They EVEN OWN a whole million dollar home🤦🏻‍♀️. Watch out because they will use fake lawyer info and lie throughout everything!! So I recommend not doing any business with these two ladies.

The hotel is very aesthetic, and the rooms are nicely presented with Tulum style decorations, and are big and spacious and have air conditioning. The pool in the middle of the hotel is also a great feature, but a bit dated with a crack in the middle. The hotel had a problem with its boiler and water supply during our stay. The shower is not reliable and runs hot and cold sporadically. One evening the water stopped working altogether. We complained to the reception and had to wait for hours outside our room as the water stopped working in our flat and we were late for our dinner reservations. The staff were unhelpful and seemed to be aware of the problem for our room, but didn’t offer us an alternate room or another solution apart from just waiting for us to leave. The manager was never there and the junior staff were unable to find a solution by themselves (change our room). They seemed to take our complaint personally and ignored us for the rest of our 3 day stay. Breakfast (which was included) was a simple Mexican menu but very nice. The juice tasted very watered down though.

Jungle Chic meets Sophisticated Bohemian, seriously relaxing place! Quiet, clean, polite - not crowded, just what you expect from a Tulum vacation. Walking distance to other places - Don’t expect too much excursions or information about where to go from front desk tho, they are about unplugging

Dear Tripadvisor Users, Please don't go here... We got a room which was really humid, just unhealthy. The bed was wet and filled with small human hair pieces, the bathroom was full with mold and the toilet was not working. Just an unhealthy environment. Pictures are available. We asked for a refund, but because of 'policy reasons' this was not possible according the female manager. So with others words, we were forced to sleep in an unhealthy room. As an alternative they offered us another room, which was in their words an upgrade. The bath was maybe 1m2 bigger, not really an upgrade. The same conditions also here: too humid, wet bed, mold, hairs in the bed, luckily this toilet was working. We slept there only one night at least to try, but the day after I was forced to look for a better hotel. We booked for 3 night, but no single dollar was refunded. Everybody knows that policies also have exceptions... I think this hotel is unique in promoting themselves in a positive way on internet and social media, but in real life it is one big disappointment. Please don't fall for it.

this beautiful hotel was a home away from home. the scenery was beautiful, the staff amazing. anola? she made this entire trip worth it. she treated us as though we were family and that made the entire stay that much more wonderful. your days in paradise should be shared with this hotel (a home away from home). thank you for everything! we’ll be back!

My husband & I stayed here for one night (we were in Mexico for a wedding in Cancun). I read the reviews and wanted to check this hotel out for myself, and it did NOT disappoint! The room was nice. There are no TVs in the rooms, and you honestly don't miss not having one. We didn't even notice right away. After our long flight we were going to shower and hit the town, but when we turned on the shower, the shower head wasn't working. We went to the office, and they were extremely apologetic and said they would send someone to fix it. The maintenance person came and was unable to fix it. They then would out to purchase a brand-new showerhead for us (the room). The service was five stars! The pool area is nice and relaxing, and the beds slept like a dream. I would definitely stay here again.