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Reviews of Aroma Tulum

3 out of 5
Aroma Tulum
Calle Mercurio Poniente 21, Tulum, QROO

Reviews

7.8

Good

Rating 10 - Excellent. 46 out of 87 reviews" "
Rating 8 - Good. 14 out of 87 reviews" "
Rating 6 - Okay. 8 out of 87 reviews" "
Rating 4 - Poor. 7 out of 87 reviews" "
Rating 2 - Terrible. 12 out of 87 reviews" "

8.4/10

Cleanliness

8.4/10

Staff & service

7.8/10

Amenities

8.2/10

Property conditions & facilities

9.6/10

Eco-friendliness

Reviews

2/10 Terrible

Mathew

Stayed 3 nights in Aug 2023

10/10 Excellent

Marie

Stayed 1 night in Jul 2023

2/10 Terrible

Mario

Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
They cancel our reservation 4 hrs before arrival
Stayed 4 nights in Jul 2023

10/10 Excellent

Andy

Liked: Staff & service, amenities, property conditions & facilities
very quiet comfortable, exquisitely decorated and a warm, friendly staff
Stayed 1 night in Apr 2023
Response from Aroma on 9 Jun 2023
Hello, we are very happy that your accommodation has been a good experience. thank you

8/10 Good

Ricardo

Stayed 7 nights in Mar 2023

10/10 Excellent

Kurt

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Aug 2022
Response from Aroma Tulum on 8 Sept 2022
Muchas gracias por tu evaluación, nos encantó tenerte con nosotros, realmente disfrutamos de tu presencia. Extrañamos las pláticas en la barra mientras bebías tu copa de vino blanco, esperamos verte de nuevo con nosotros!!Hasta entonces, te deseamos una linda vida y un gran éxito.

10/10 Excellent

Ana

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful stay
Stayed 7 nights in Feb 2022
Response from Aroma on 12 Mar 2022
Gracias por sus comentarios vuelva pronto!

10/10 Excellent

Victoria

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Cool vibes, walk around and find things to do and eat, friendly staff, close to la zona hotelera, any questions feel free to ask staff they’ll help
Stayed 4 nights in Feb 2022

10/10 Excellent

Fernando

Stayed 2 nights in Jan 2022
Response from Aroma Tulum on 29 Jan 2022
thank you very much. We work to continue and improve the experience in Aroma <3

2/10 Terrible

Eledir

Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Disappointing and will never return
I was very disappointed due to many things; - bathroom with a bad small ( even after complaints); only 1 amenities for 4 days stay; breakfast with 3 toast +soluble coffee + few slices of fruits+ 1 spoon of yogurt with cereal ; sheets was excellent at first day but changed to a poor one in others ( even though we didn’t request to change due to environmental protection) and last the bicycles were rusty and I got injuries for one of them, not mentioning they have only 4 to he entire hotel ( we had to rent ours); rooms are totally dark with black painting and not good ventilation … sorry but to be boutique they need to improve a lot ! :(
Stayed 4 nights in Jan 2022
Response from Aroma Tulum on 24 Jan 2022
Muchas gracias por sus comentarios, por supuesto que tomaremos esto para mejorar para nuestros futuros huéspedes. Una disculpa por todos los inconvenientes que atravesaron chicas.

10/10 Excellent

Loriann

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We thoroughly enjoyed our stay. We felt safe and it was quite homey
Stayed 3 nights in Dec 2021
Response from Aroma Tulum on 12 Dec 2021
Thank you very much for choosing us Loriann!!. We hope you are feeling great, we hope to see you here again <3 Our best wishes Aroma Tulum

10/10 Excellent

Siomara

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very friendly and responsive. The food was amazing and over all had a great experience. We enjoyed our stay here and would love to comeback.
Stayed 2 nights in Oct 2021
Response from Aroma Tulum on 26 Nov 2021
Muchas gracias por dejarnos ser parte de tu viaje Siomara!! Esperamos verte pronto. Te deseamos una buena vida y la mejor de las suertes para tus próximos proyectos Saludos Aroma Tulum :3

2/10 Terrible

Candace

Stayed 5 nights in Oct 2021
Response from Aroma on 25 Mar 2022
Muchas gracias por sus comentarios, por supuesto que tomaremos esto para mejorar para nuestros futuros huéspedes.

8/10 Good

Behafarin

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We enjoyed our stay at Aroma. Very clean, nice staff and breakfast, very close to lots of little stores, restaurants and bars. The only thing that wasn't ideal for us was the absence of hot water when we wanted to take a shower. Otherwise everything was great.
Stayed 1 night in Oct 2021
Response from Aroma Tulum on 12 Dec 2021
We are very sorry that your stay was not completely pleasant, we apologize and the Aroma team is already working on solving that. Thank you very much for choosing us, the Aroma team wishes you a beautiful life and success in your projects <3 Our best wishes Aroma Tulum

10/10 Excellent

alain

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great Location, great food/breakfast, room was very spacious; Staff was very welcoming and friendly. The only thing the internet was a little slow at times. But overall a 10.
Stayed 2 nights in Sep 2021
Response from Aroma Tulum on 27 Sept 2021
Nos alegra que hayas disfrutado de tu estancia. Muchas gracias por elegirnos. Esperamos verte de nuevo Alain

10/10 Excellent

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Love the place and the staff
Stayed 1 night in Jul 2021
Response from Aroma on 6 Aug 2021
Thank you! Come back soon!

10/10 Excellent

Verified traveller

Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This hotel was awesome, the staff are very friendly, they treat you very good, the food wich is the breakfast that comes included with the room was also good. Rooms are beautiful, is like a piece of nature right in your room, i loved everything about this hotel, honestly i dont have nothing negative to say about it.
Stayed 2 nights in Jun 2021
Response from Aroma Team on 7 Jul 2021
Thank you so much! Come back soon!

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Cute and Quaint
Cute and quaint. It’s Tulum, don’t expect too much. But it was nice. The outdoor pool was a bathtub. About 15 minutes from the beach.
Stayed 1 night in May 2021
Response from Miguel Reyes Hotel Manager on 1 Jun 2021
Buenos días gracias por sus comentarios, y efectivamente como usted dice esto es tulum, rustico pero cuidamos que el servicio sea de calidad.

10/10 Excellent

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing experience, I went with my husband and we definitely love it, Amazing staff and food, everything was excellent. Nothing bad to say about this Amazing hotel.
Stayed 5 nights in May 2021
Response from Miguel Reyes Hotel Manager on 1 Jun 2021
Muchas gracias por sus comentarios, estamos muy contentos de haber cumplido con sus necesidades, esperemos en su próximo viaje a tulum tengamos la fortuna de recibirlos de nuevo. Saludos Cordiales

6/10 Okay

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
They didn’t have water for at least two hours or even hot water
Stayed 1 night in May 2021
Response from Miguel Reyes Hotel Manager on 21 May 2021
Buenos días lamento el incidente con lo del agua. el problema fue la luz que se fue en general en toda la cuidad a consecuencia del mal tiempo.

6/10 Okay

Verified traveller

Travelled with group
Liked: Cleanliness
Disliked: Staff & service, amenities
Pictures online look much different than actual hotel. Staff tried to double charge me because their machine ran out of paper and no note was put in that I paid in cash after card machine was not working. Advertised as having food and drink service 24 hours but that was not the case. But the room was clean.
Stayed 1 night in May 2021
Response from Miguel Reyes Hotel Manager on 14 May 2021
Buenos dias, le pido una disculpa por el incidente con lo del cobro, en cuanto a las fotos quisa y vio las fotos generales del hotel de todas las habitaciones. hasta ahora no hemos modificado el hotel solo el restaurante q fue un plus para nosotros y para el servicio hacia nuestros huespedes Saludos Cordiales

8/10 Good

Verified traveller

Stayed 1 night in May 2021
Response from Miguel Reyes Hotel Manager on 24 May 2021
GRACIAS POR SU APRECIABLE CALIFICACION ESPEREMOS PODER CUMPLIR CON SUS EXPECTATIVAS EN SU PROXIMA VISITA. SALUDOS CORDIALES

10/10 Excellent

Verified traveller

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel is beautiful, breakfast is delicious, kinda far from the action at Tulum beach but is pretty
Stayed 1 night in May 2021
Response from Miguel Reyes Hotel Manager on 12 May 2021
Buenos días muchas gracias por su apreciable comentario, esperemos que nuestro hotel haya cumplido con sus expectativas invitándolos a visitarnos de nuevo en su próximo viaje. Saludos cordiales Aroma tulum

2/10 Terrible

Verified traveller

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Mar 2021
Response from Aroma on 19 Mar 2021
Agradecemos sus comentarios, ya que nos ayudan a mejorar

2/10 Terrible

Michael

Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Scammed
3 day stay, No water for 2 days No electricity for 1 day Shower broke and was unusable after first day Did nothing to make it right Terrible experience
Stayed 3 nights in Mar 2021
Response from Miguel Reyes Hotel Manager on 15 Mar 2021
buenas tardes, lamentamos la experiencia que paso con nosotros, el problema eléctrico fue por parte de comisión federal de electricidad y nos afecto a nosotros como hotel y eso a su vez trajo consecuencias con el agua, se reacciono de inmediato pero si fue un trabajo de varias horas y pruebas para mejorar el servicio. Saludos Cordiales

10/10 Excellent

Giselle

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Awesome time ! Room was okay
Stayed 2 nights in Feb 2021
Response from Aroma on 28 Feb 2021
HI THAKS FOR YOU NICE REVIEW, WE HOPE SEE YOU SOON KINDS REGARDS

2/10 Terrible

Judy, AZ

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
DO NOT BOOK HERE! The pictures are a lie. Everything is rundown. The room was super damp and smelled like sewer. The private pool is not private at all, they like to say “private” because no one has “access” to it but everyone around has a view. NO HOT WATER for your pool or in our case dirty tub outside. No chairs or a hammock like pictured either. Faucets in the room are rusty leaving your hands smelling like rust and metal. You will getting eaten alive by MOSQUITOES!!! They don’t offer nets for the beds either even though the place is infested with them. The “public pool” is cold water too. The lounge chairs upstairs pillows are old and run down. It was so bad we left! Didn’t stay there not more than 30 min or so. We tried getting in contact with management and no one available the staff weren’t very interested in helping. Read other reviews and see they say the same thing I booked this with months before and if I would’ve read the recent reviews before getting there I would’ve cancelled. I’m requesting help from Expedia so Think twice before you book. It’s not worth the money to stay in a place that’s unacceptable its not right! Save yourself the headache frustration and the money. The trip to this place was a waste of a lot of money, a whole day of driving and gas ruined my vacation!
Stayed 3 nights in Jan 2021
Response from habitacion 103 on 2 Feb 2021
Good morning, again we regret the bad time, but on your arrival you were told about all the services that the hotel had, I am very sorry not to be able to offer you the refund you expected, but in the reception area we do not handle cash since payments are always On deposit.

4/10 Poor

Verified traveller

Travelled with pets, Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
At arrival I noticed that this place had only street parking . The area where this place is located looks a little sketchy ,dirty, loud at night ,dogs roaming and barking at you. Prior to checking in I had notified the hotel that my service dog would have arrive with me ( they never answered)once I got there he questioned me & I explained what she was staying with me , they didn’t care . He let her stay the first night and after that he came up with this excuse that her hair would be a problem & he would have to charge me an extra person fee ( 60 dollars for all nights ) I asked if he can lower it ,& he firmly said no. We paid it, cause at that point what can we do ? When you shower or even brush your teeth the water has an awful smell , and the taste is disgusting.There is no Toilet seat on the seat ( not sure why) if you turn up the water more than you are supposed to it goes all over the place even outside of the bathroom: we had to place towels all over the floor to avoid spillage . AT this point we let it be: we were afraid to even communicate anything to the nasty staff. On the 2nd day the cleaning lady removed our 2 towels and our only two water bottles ( we had to get up at 4 am to buy water) & only left us with 1 towel . Every time we walked in they gave us this dirty look , & attitude . Once I checked out he inspected the room and questioned where the towels were and I told them that they removed them. IF we could give them a 0 we will. AVOID THIS PLACE!!!!
Stayed 3 nights in Jan 2021
Response from Aroma on 1 Feb 2021
We are very sorry for the bad experience you had at the hotel, however the hotel is not pet friendly, even so you were allowed to enter the room with your pet, you had mentioned that it would only be for one night, and when you saw that you wanted to extend the occupation with your pet, we found ourselves in the need to charge for any damage that may be caused.

8/10 Good

Verified traveller

Stayed 4 nights in Dec 2020
Response from . on 7 Jan 2021
gracias por su puntuación, esperemos regrese pronto Saludos Cordiales

4/10 Poor

Verified traveller

Disliked: Staff & service
Service Not so good.
Stayed 1 night in Dec 2020
Response from . on 7 Jan 2021
Buenas tardes lamentados su mala experiencia con el servicio, por favor nos podría apoyar haciendo mención al servicio que fue de su agrado para trabajar en ello.. Saludos Cordiales

6/10 Okay

karen, New York

Travelled with family
Liked: Staff & service
El agua del uso diario es salada y la televisión no le servía el volumen después de eso todo bien.
Stayed 2 nights in Dec 2020
Response from . on 8 Jan 2021
lamentos su mala experiencia con respecto al agua, es normal puesto que estamos muy cerca de la costa,

8/10 Good

karen

Stayed 3 nights in Dec 2020
Response from . on 8 Jan 2021
Buen dia gracias por su puntuación Saludos Cordiales

4/10 Poor

Sophia, Brooklyn, NY

Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
When I saw this hotel’s picture I was in love, specifically with the private on suite pool but, when I got to the hotel I was totally disappointed. My room (103) was moist and humid, the pool in the room didn’t keep the water ( it had a leak). The tap water was way too salty and cold. The “continental“ breakfast consisted of toast, fruits, coffee and yogurt. When I went to the front desk to complain and even cancel the reservation, they couldn’t do anything because we booked through Expedia and it was a caos to get an Expedia expert on the phone, they just put me on hold and the cold got disconnected after like 2 minutes. To make the story short, we left the hotel 1 day before the check out date. I hate to give such review but the was our experience. We were a party of 4 and we had 2 rooms.
Stayed 4 nights in Dec 2020
Response from . on 8 Jan 2021
Buenos días Lamentamos su mala experiencia, ya se trabajo con los detalles que usted nos esta haciendo mención en cuanto a la piscina que se encuentra en la habitación el agua es a temperatura ambiente. Saludos cordiales

4/10 Poor

Sheyla

Stayed 6 nights in Nov 2020
Response from . on 8 Jan 2021
Buenos dia, su tuvo alguna inconformidad con el hotel de antemano le pedimos una disculpa y procuramos mejorar el servicio. Saludos Cordiales

10/10 Excellent

Verified traveller

Stayed 3 nights in Nov 2020
Response from EA on 27 Nov 2020
¡Gracias por alojarse con nosotros! Su opinión es muy importante para nosotros.

2/10 Terrible

Drew

Stayed 4 nights in Nov 2020
Response from EA on 30 Nov 2020
Agradecemos sus comentarios, ya que nos ayudan a mejorar!

10/10 Excellent

Santiago

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
La alberca privada es solo una pileta, podrían ponerle para controlar la temperatura de la llave.
Stayed 2 nights in Nov 2020
Response from EA on 17 Nov 2020
Hola si, es solo una piscina de agua templada :) gracias por sus comentarios, y excelente puntuación! lo hemos tomado a consideración!

4/10 Poor

Verified traveller

Disliked: Cleanliness, staff & service, property conditions & facilities
The hotel did not have basic facilities and the need for an iron, hair dryer, slippers and a bathrobe were broken. The front door of the backyard did not work, the safe did not work and the bed linen was not changed. It was always stale.
Stayed 4 nights in Oct 2020
Response from . on 29 Oct 2020
hola gracias por dejarnos sus comentarios estamos trabajando para mejorar su estadia

2/10 Terrible

Verified traveller

Stayed 4 nights in Sep 2020
Response from EA on 30 Sept 2020
Gracias por hospedarse con nosotros, esperamos vuelvan pronto!

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 4 nights in Sep 2020
Response from EA on 30 Sept 2020
Gracias por hospedarse con nosotros, esperamos vuelvan pronto!

6/10 Okay

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
NO water pressure for shower
the staff at the aroma tulum was wonderful. the hotel is one block from the main avenue with all the restaurants. the area of hotel is safe even late at night. the only complaint, we switched to three different rooms so the issue is in the entirety of building, there is no water pressure to shower. Not only is there lack of pressure, you only have option of extremely COLD shower or extremely HOT (no in between! no warm water). The breakfasts was good for continental.
Stayed 3 nights in Sep 2020
Response from EA on 10 Sept 2020
Hola, Lamentamos no tener la presion de agua que desea, hicimos lo posible por que usted estuviera comodo. Estamos revisando el tema con un especialista. Gracias por sus comentarios, nos alegra saber que le gustó el desayuno y la atención de nuestro personal. saludos

10/10 Excellent

Verified traveller

Stayed 8 nights in Aug 2020
Response from EA on 31 Aug 2020
Gracias por sus comentarios, esperamos tenerlos pronto de vuelta!

6/10 Okay

Intan

Liked: Cleanliness, staff & service, room comfort
The room smells like sewer and it’s because of the bathroom pipe system. Although we love the staff and they’re super friendly and very helpful. The only perk about this hotel is that they are the same company with tago hotel in tulum. You can get a free shuttle to tago and they will pick you up from and to aroma.
Stayed 3 nights in Aug 2020
Response from EA on 17 Aug 2020
Thanks for your comments, we will do everything to improve that smell, we are happy to know that you enjoyed everything else!

10/10 Excellent

Verified traveller

Stayed 1 night in Aug 2020
Response from Estefanía on 11 Aug 2020
Gracias por sus comentarios, esperamos vuelvan pronto!

10/10 Excellent

Verified traveller

Travelled with family, Travelled with family and small children, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Aroma is very convenient to restaurants/shops in town. It has a great industrial design and the little lap pool was a perfect temperature. The staff were friendly and helpful as well.
Stayed 4 nights in Jul 2020
Response from Estefania on 5 Aug 2020
Thanks for your comments, we hope you come back soon

10/10 Excellent

Megan, California

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a great time staying at Aroma Tulum! The location was great and close to many restaurants/shops. The hotel was in a quiet area and the staff was extremely helpful! During our check in process we were given a map and guided through where we were/the easiest way to access the many places in our surroundings. Loved having the little pool & looking forward to coming back!
Stayed 4 nights in Dec 2019
Response from Estefanía on 26 Dec 2019
We appreciate your comments, come back soon!

10/10 Excellent

Verified traveller

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The service and breakfast were absolutely excellent! They helped us book tours and provided a great service.
Stayed 5 nights in Oct 2019
Response from Luciana on 11 Nov 2019
Dear Guest,Thank you for evaluating your stay at our property. We are glad you loved our inspired accommodations and service! We appreciate your comments and can't wait to welcome you back soon. Sincerely

10/10 Excellent

Santrise, Los Angeles

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The property has an awesome staff. A clean, modern, aesthetic and daily breakfast at no cost. What we loved most is the property’s proximity to real people and culture. Stay here and they are a stone’s throw away. Our only issue was the lack of tv channels and the inconsistency with wifi. It worked like a charm the first day but was practically out of service the next two. There are no phones within the rooms so we found ourselves walking down three flights of stairs to report wifi issues.
Stayed 2 nights in Sep 2019
Response from Luciana on 23 Sept 2019
Dear Guest,Thank you for evaluating your stay at our property. We are glad you loved our inspired accommodations and service! We appreciate your comments and will check the wifi issues you have mentioned. Sincerely

8/10 Good

Verified traveller

Stayed 3 nights in Jul 2019
Response from Luciana on 7 Aug 2019
Dear Guest,Thank you for evaluating your stay at our property. We are glad you loved our inspired accommodations and service! We appreciate your comments and can't wait to welcome you back soon. Sincerely

6/10 Okay

Verified traveller

Stayed 3 nights in Jul 2019