Isla Contoy Luxury Holidays

This was our second time staying here. It's a beautiful place and very clean. However, if there is an issue that you need help with, the customer service people at the resort are terrible to deal with. They allow day passes for locals to come in at extremely cheap prices, and one very intoxicated man fell on top of my baby stroller and broke the cup holder right off. The hotel didn't care at all and were about to keep serving this man alcohol until I spoke up and said something. There were no apologies made, and if my baby was in the stroller, she would have been seriously injured. I was very upset and was told that security would be called on me if I didn't calm down. Of course I was upset. My child could have been hurt. It really put a damper on the trip and a simple sorry goes a long way. I was even told by consumer service "how do we know the cup holder wasn't already broken?" Like I was the liar when I had at least 10 witnesses that saw the whole incident. A simple sorry from them would have gone a long way but nope, they didn't want to give that. When we do go back and vacation in Mexico, it will not be to the Bahia Principe Grand Tulum.

Amazing time! Property was super clean. Staff was so so friendly! Chic cabaret is an absolute must!

M

Absolutely amazing week with the family. Kids loved the multiple pool options. Water was nice and refreshing. Food options were great. Even when the restaurants were booked the front desk made sure to get us into some dining and advise on how to book future dining. Wonderful resort!

The property was fine, but not what I was expecting. First, I booked this hotel for the garden suite based on the pics of a secluded garden hot tub and private lounging area. The pictures were not an accurate representation of the space AT ALL. There is no privacy or secluded area. The hot tub was very much in the open for all other guests or staff to see, so we never even the space. When we got to the room I called downstairs to ask why it looked nothing like the pictures and was told “we don’t control what pictures Expedia uses.” The room was ok. The bed wasn’t great, pillows were awful and towels were scratchy. The thermostat in the room never dropped below 22 C (71.6 F), no matter how low we set it. Most times the temp was between 22.5-23.5 C (72.5-74.3F). It legitimately took 10 minutes for the shower to come to temp. None of this was terrible, but it’s also not “luxury.” The service at the hotel was NOT what I’ve come to expect from travel in Mexico. I return to Mexico again and again for the genuine warmth and hospitality of the people. While several of the staff members were very nice, there was a general apathy and even curtness among many members, especially front desk. Several times I asked about amenities or logistics and was either given the wrong info or flat out told “I don’t know” with no attempt to find out. The property is beautiful, quiet, & safe. Pools are stunning. Food was fine. Overall it was fine but I won’t stay there again.

The property was fine, but not what I was expecting. First, I booked this hotel for the garden suite based on the pics of a secluded garden hot tub and private lounging area. The pictures were not an accurate representation of the space AT ALL. There is no privacy or secluded area. The hot tub was very much in the open for all other guests or staff to see, so we never even the space. When we got to the room I called downstairs to ask why it looked nothing like the pictures and was told “we don’t control what pictures Expedia uses.” The room was ok. The bed wasn’t great, pillows were awful and towels were scratchy. The thermostat in the room never dropped below 22 C (71.6 F), no matter how low we set it. Most times the temp was between 22.5-23.5 C (72.5-74.3F). It legitimately took 10 minutes for the shower to come to temp. None of this was terrible, but it’s also not “luxury.” The service at the hotel was NOT what I’ve come to expect from travel in Mexico. I return to Mexico again and again for the genuine warmth and hospitality of the people. While several of the staff members were very nice, there was a general apathy and even curtness among many members, especially front desk. Several times I asked about amenities or logistics and was either given the wrong info or flat out told “I don’t know” with no attempt to find out. The property is beautiful, quiet, & safe. Pools are stunning. Food was fine. Overall it was fine but I won’t stay there again.

Amazing time! Property was super clean. Staff was so so friendly! Chic cabaret is an absolute must!

Great property, everyone was friendly and the resort was very well kept and the pool perfect place to relax