Name: Hotel Acuario Tulum
Address: Cancun - Chetumal, Tulum, Q.R., Mexico, Tulum, Tulum, Tulum, 77780, Mexico
Rating: 4

Shopping on site

Air conditioning

24-hour reception

Smoking areas

Currency exchange

Smoke-free property

Garden

Terrace

General

Non-smoking rooms

Room service

Cable TV

Hairdryer

Safe (in room)

Rooms

Safe-deposit box

Services and amenities

Cafe

Restaurant

Meals

Free Wi-Fi

Internet access

Internet

Parking

Free parking nearby

Cycling

Sports

Location

At the hotel

Room amenities

Tulum International Airport

Xel-Ha Water Park

Felipe Carrillo Puerto Airport

Coba Ruins

Xcaret Eco Theme Park

Hotel Acuario Tulum

Tulum

child-bed

child-bed-fee

external-private-bathroom

private-bathroom

shared-bathroom

10-beds

11-beds

12-beds

13-beds

14-beds

15-beds

16-beds

17-beds

18-beds

19-beds

2-beds

20-beds

21-beds

22-beds

23-beds

24-beds

25-beds

26-beds

27-beds

28-beds

29-beds

3-beds

30-beds

31-beds

32-beds

33-beds

34-beds

35-beds

36-beds

37-beds

38-beds

39-beds

4-beds

40-beds

5-beds

6-beds

7-beds

8-beds

9-beds

king-bed

queen-bed

limited-time

lounge

treatment

no-window

bay-view

bosphorus-view

canal-view

city-view

courtyard-view

garden-view

golf-view

harbour-view

inland-view

lake-view

land-view

mountain-view

ocean-front

ocean-view

oceanside

panoramic-view

park-view

partial-ocean-view

partial-sea-view

partial-view

pool-view

river-view

sea-front

sea-view

street-view

sunrise-view

sunset-view

water-view

with-view

annex

basement

main-building

1-bedroom

2-bedrooms

3-bedrooms

4-bedrooms

5-bedrooms

6-bedrooms

not-guaranteed

wired-internet-access

smoking

sauna

duplex

safe

mini-bar

breakfast-for-1

breakfast-for-2

pets-allowed

wi-fi

kitchen

I think we were the only people staying at the hotel. Didn't see any other guests there our whole stay. Staff were trying to rip us off buying water and ice cream so we decided to go across the road and got it for half the price. Restaurant didn't look like it was functioning. Pool definitely wasn't functioning but would be awesome if it was finished. It's huge! No water for showers which was a huge bummer. They seemed to try and fix it but it didn't happen. Had to sit in the lobby for wifi. There was a nice roof top which was good to watch the sunset but needs hammocks up there. Bathroom was dirty especially the toilet. Positives were the beds were comfy and clean and the air conditioning work. Not sure if I would stay again. This place has so much potential if some work was put into it.

Average stay. So much potential

The hotel's location is ideal, as it's located at the entrance to Tulum's Archeological Zone. The rooms were very clean, the air conditioning and Wi-Fi worked, but if you want to charge your devices or computer up, bring your own adaptors; all the outlets that worked were the old two-slotted ones with no ground. The three-prong outlets had no power, and the hotel couldn't resolve it. There was always hot water with good pressure. The pool they advertise is filled with scaffolding, as a matter of fact, when you get past the pretty entrance, you're greeted with lots of construction and renovations in progress. So no swimming even though they said there was. This hotel is in the old Mexican 20's hotel-bar style, lots of pictures of Marilyn Monroe and a topless mermaid in the restaurant-bar fountain. The employees' performance varies greatly. There was a young woman and a young man who were as helpful as they could be, and were splendid; but the (perhaps) owner and an older employee of trust showed they knew nothing of customer service or of the hotel-restaurant business. For example, I reserved our room beforehand. The hotel management was supposed to follow up with payment information. They never did, so I called the morning that we were due to arrive. Not only had the owner and older employee never heard of me (didn't recognize my name), but they didn't recognize my email or know we were even coming. Since "their credit card machine was broken", they said I could pay in cash on arrival, or by PayPal, and gave me some guy's name, a bank, and an account number. I had no way to know if this was legitimate. Later, when we arrived at the hotel, no one recognized me or my name, and I had to give it and my email all over again. They accepted cash in Mexican pesos, giving me 11.5 pesos per dollar, an exchange rate worse than I've seen anywhere. The next morning, things did not improve. I tried to buy a coffee at the hotel's restaurant, but their two coffee makers were broken. The owner sent me to a competing hotel-restaurant to buy it. Since we had stayed there, and I had tried to buy coffee there, I asked the owner about leaving my truck parked in the hotel's lot for a few hours while we toured the ruins. He replied angrily asking me "Van a almorzar aqui?","Are you eating lunch here?" I said yes because it was obvious that he still had no idea who I was, that I was his hotel guest, or anything else. When we came back, we decided to just eat a sandwich, and apple, and drink some water in the lot, and leave. He saw us and was pointing at us, indicating to the three employees that we had fooled him, used his parking, and weren't eating lunch at his restaurant. So staying at his hotel and trying to buy coffee in his restaurant wasn't enough to park for two hours in his lot. This guy has a lot to learn about customer service and the hotel business. If you stay there, deal with the nice young man and woman. Avoid the owner and old employee. They won't remember you the morning after. They promised to email my receipt; it's not here yet.

A Work in Progress?

Almost no water flow. Receptionist could not find a toilet that worked. Man at desk held us up for 750 pesos for a crud room, then only returned 730 when we refused to stay there. In my opinion this is not a habitable place to stay.

Don't even consider it

Its hard to find anything good to say about the place except the sheets were clean and the air conditioning worked. The location is good but the rest is dire.  The room was full of small red ants, the price was too high for the quality and the man at reception is terribly unhelpful and unfriendly and sleeps in the foyer at night. The food was grim we only ate there once despite having paid for three meals.  The pool water was brown and the whole place filled with building materials and rubble.  All very disappointing!

Depressingly awful

My boyfriend and I were excited to see this hotel as it was ranked in our travel guide as a good budget friendly option. We went into the reception area and asked if we could see a room before paying. Simple request I think.The man at the desk didn't even look up at us and just pointed to a poster at the front door with photos of the outside of the hotel and a room. I asked again in disbelief if we could see a room and he flipped us the middle finger. WOW. DON'T SUPPORT THIS PLACE.

Hotel Acuario Tulum

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