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"No bathroom in the room no indication tgat was no bathroom "

"I had high expectations for this hotel in Tulum, but my experience was far from 5-star. Service was extremely poor from the start—we waited over an hour just to be served tea, which finally arrived with attitude and in a presentation worse than a basic café. Cleanliness was shocking: the pool restroom was filthy with urine all over the floor, and even after reporting it, no one bothered to clean it. The room itself looked nice but lacked maintenance—broken bathroom curtains, a shower that flooded the entire floor, and a terrace door that barely opened. Despite informing them it was my birthday trip, the hotel made no effort to acknowledge it. Overall, the resort looks good on the outside but fails in service, cleanliness, and maintenance. It is not worth the price or the 5-star rating and I would not stay here again or recommend it since there are a lot of better options."

""I had a disappointing stay at this hotel, which failed to live up to its description. The room didn't have a sea view, and the staff refused to upgrade me to a better room without extra charges, despite the hotel being empty. The towels were old and shabby, and I had to request them as they weren't provided in the room. The hair dryer was out of order, and the room phone didn't work. The breakfast was billed as a buffet, but it was just a simple tray of food. On the second day, they apologized for not having oranges. Given the numerous issues, I think this hotel deserves a complaint and compensation for spoiling the stay. I would not recommend it to anyone.""