Name: Azucar Tulum
Address: Carretera a Boca Paila Tulum Hotel Zone km 7.5,Carretera a Boca Paila, Tulum, Tulum, Tulum, 77710, Mexico
Rating: 8

24-hour reception

Garden

Outdoor furniture

General

Non-smoking rooms

Family room

Rooms

Free Wi-Fi

Internet access

Internet

Parking

Next to the beach

Pool and beach

Location

At the hotel

Tulum Beach

Tulum International Airport

Felipe Carrillo Puerto Airport

Xel-Ha Water Park

Coba Ruins

Xcaret Eco Theme Park

Azucar Tulum

Tulum

The cottages are uncomfortable, small and the shower is for something fast.One here stays for the luxury of being facing the sea.The beach is wonderful and wakes up with those views, a dream.It is true that the breakfast is very bad but the location, the beach and being facing the sea is a dream.

I was fascinated by the cottage in front of the sea (direct view)

I had a truly awful experience at this resort - I would not go back even if someone paid me. Essentially, the hotel management lied to us multiple times - most egregiously about the club next door (which played EDM so loudly the walls shook until well past 3am). The wifi was not functional, and when we wanted to leave early, they agreed and then scammed us. I ended up paying thousands of dollars extra and trying to remove charges from my credit card. It has been awful. I did see some of the bad reviews but there were also some good ones and I figured well, I'm not too picky, it will probably be fine. It was not fine. Please save yourself and avoid this spot!!

Hotel management lied to us multiple times

They canceled our reservation and didn't tell us until we were checking in. The hotel uses Booking.com so you can't contact anybody at the hotel until you are there. Good luck trying to get through on the phone or a response via email. Turned out for the best I guess because the hotel is not well kept.

Bad Customer Service

BEWARE!!!!!! IF YOU DONT WANT TO BE STRANDED IN TULUM WITH NO WHERE TO STAY WITH YOUR LUGGAGE IN HAND DO NOT BOOK HERE!!! I was supposed to stay here 8/20/21-8/22/21. I called the Manager Monica daily 3 days before my stay to make sure the hotel was ok because a hurricane was coming through. Monica reassured me to come up until the day before my arrival and that everything was good there after the storm.  On the day of my arrival the money for the hotel was withdrawn from my account and when I arrived at 7pm there was a crazy security guard at the desk that spoke no English. He kept saying no room in spainish. Thank God for my taxi driver who spoke a little English and helped translate that we had no room, and no refund!!!!!!  My taxi driver felt sorry for us because we had no where to stay and was stranded in the middle of Tulum with our luggage. Our taxi driver said the guy at the front desk was Insane and walked down the street to try and find us another hotel. Thank God Kanan hotel &spa found a last minute room for us. We did not expect to have to spend close to 1 thousand dollars more because of what Azucar did to us but we were grateful that Kanan hotel helped us out because they felt sorry for us and was well aware of the poor service at Azucar. Kanan even gave us a discount because they knew Azucar was known for terrible service. I still have not received a refund  and was told by Monica the manager that I needed to call my bank to dispute the charge instead of her just giving me a refund!!!!!! This was the worst travel experience with a hotel that I have ever had!!!!! I will never forget this horrible experience and if you don't want this to happen to you do not book here!!! Its not worth the risk of being put in a situation like this with no resolution from the hotel!!!! Look at videos of the suite we paid for!!!! This was a scam!!!!

Beware!!!!! Do not book here!!!

We booked in the honeymoon cabin, recommended by Monica, the manager. At first it seemed very kind and attentive. When we arrived at the hotel, we were badly told that the check-in was from 3:00 p.m. and even though it gave us the impression that the room was ready, we did not want to give it until 3:00 p.m. When we returned and saw the room/room, we were hallucinated by the state of the room itself. Totally old, dirty, everything decided and it was really disgusting to sleep in the place. When we communicated our dissatisfaction, the answer was: The customer said that we had never made a difference in the room, and we were still waiting. So we requested a change of room with a disrespectful guest and asked for a disrespectful guest, and they asked for a price, and they asked for an extra price, but they did not want to talk to me about it.

The worst experience in a hotel he ever had.

We booked a room at this hotel by booking, supposedly there was a failure and we were called to cancel the booking by booking and do it directly with them and offer us a better room with air conditioning.When we arrived there after charging us twice as much as we would have paid for booking with the initial room it turns out that the room has no air conditioning or anything, we have been completely defrauded.We ask for the money back and neither do we.So that we have been given a dime for something that is in no way in accordance with what we had said after several phone conversations.

Staff total Staff total

This property is very small which is nice. This is not upscale and bougee’ but very quaint and simple and perfect. We were very secluded and had our own private beach area. The rooms were cleaned daily. Coffee, pastries and fruit are provided at 7 am. We stayed in a hut style room with no one connected to us which was amazing. The other 3 buildings on the property are duplex. Most may not know that this area of Tulum has a vibrant nightlife so if you are in bed early this is not the place for you. You can hear the music and traffic until 2 am every night. You are just a few steps from the beach and can wake up to a beach sunrise everyday. This property does not have a restaurant but there is everything you need in walking distance.. amazing resturaunts, vegan food, gelato, pharmacy, boutiques, bike/scooter rentals. We had an amazing time.  

5 days in Tulum

Villa next door has parties til 6am everynight and management no where to be found, dont expect to sleep here. Free wifi ya right if it worked. Had to leave because unable to sleep and staff doesnt care and does nothing, booked and bookings.com and they wouldn't even help me either. I had to stay somewhere else and would only compensate me by an upgrade, really upgrade to another room I cant sleep at due to noise so sad that they treat there patrons like this, just want the money steal your money and then not help. Expecting more from tulum.

Do not stay here

The hotel is a small hotel made up of very decorated and very cozy cabins, the problem is if you sleep in the cabin that is attached to the road from which you can hear cars passing, the screams of the people coming out of the clubs and the music of the club next door and the electric generators of some air conditioning.

Regular experience in Sugar Tulum

- Fantastic and personal service in preparation of our stay 
- Good location for nearby restaurants and day trips
- Friendly and prepared staff, but communication in English was challenging 
- Amazing room: nicely decorated, functional and spacious, two hammocks outdoors, rooftop jacuzzi, double sun bed and sun chairs 
- Nice little private beach at the stunning water of the Caribbean Sea
- Basic breakfast was being served at the “social area” outdoors, in between the rooms and consisted of coffee, bread selection and fruits
- If you want shampoo replenished, you have to ask for it
- WiFi was very weak in the room and working at certain spots only
- Next door Beachclub plays music from mid-day at acceptable volume and bearable bass
- The other side of the hotel holds a private villa which can be rented and unannounced parties can happen, as they did two nights out of our four nights, in Dec. 29, the night of our arrival and Jan. 1 from 7:00am to midnight
- No one was not able to turn down the music or the bass. Also hotel guests were complaining directly with the party host, but impossible to lower any noise and everyone had to bear with that noice 
- despite the party next door, a wonderful and refreshing stay to recharge by the beach or the rooftop


Azucar Tulum

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