Conrad Tulum Riviera Maya

Stay AWAY from this property. Whilst the beautiful setting and jungle are gorgeous, and the hotel is new, that is where the positives end. The service is HORRENDOUS!!!!!!! We checked in late after a long drive. Requested a crib in the room 1 month prior to arrival, 3 days prior to arrival, and even called WHILE WE WERE driving to the resort letting them know we needed that crib in the room by the time we got there for our infant. Not only was it not there, it took 2 HOURS to get it upon checkin (close to 10:30pm)! FIRE RED ANTS IN ROOM AND THEN YOU ARE STUCK WITH YOUR ROOM BECAUSE THE MANAGER DOES NOT CARE! My son got bit by fire ants when we arrived that were INSIDE OUR ROOM. I asked to change rooms and they said no option. NOTHING! Someone checked his breathing and looked over his bites and I can understand spanish, the lifeguard as he called himself was telling concierge that the room needs to be sprayed and these ants can cause bad reactions, but NOPE! NO ONE CHANGED OR ROOM OR CARED! I couldn't sleep all night because of my sons injuries and him crying, so I demanded a manager when I went to the reception in the morning to change my room. NO MANAGER AVAILABLE. I cancelled our activity "waiting" for a manager to call and it took them 3 hours to reach out to me! I called the front desk multiple times waiting for an update, but the manager could care less. In fact when I finally talked to her she was quite snarky and gave me a $150 resort credit saying thats all she could do to appease me after we were forced to remain in the same room for 2 nights. NO ONE ANSWERS THE PHONE! NO WIFI! No internet or wifi or cell service. There is a dating reality show being filmed and I am convinced they jammed the lines. Film equipment and staff everywhere, but no actual CONRAD staff. I am convinced they emptied out all the service people so they wouldn't show for the cameras. I literally filmed the lobby without a single person at the front desk/concierge/or even valet to help me. Then when you call the front desk/bell desk/concierge, no one answers, also filmed this. So its next to impossible to get extra towels/water/nespresso pods/turn down service because no one answers. I think what upset me the most is when I told the manager, they acted snarky and said they have no records and basically called me a liar even when I told her I had video evidence. She didnt even think my son being attacked by red ants INSIDE the room was a problem. Her attitude is precisely why I am writing this review and I will be reaching out to corporate about this. STAY AWAY IF YOU EXPECT SERVICE COMMENSURATE WITH THE PRICE BECAUSE THIS PROPERTY DOES NOT DELIVER! On the other hand, I met a few people that stayed at the Hilton All Inclusive next door and they paid less than I did, had better service, and they said the food was awesome! Lesson learned.

This resort exudes quiet luxury. The hospitality throughout feels easy and generous. Everything is plentiful and it never felt busy or crowded. We especially loved the beach, pools, wonderful restaurants (Jose at Maratea was so welcoming) and beautifully designed room. I had mixed feelings about Ceiba club overall. It somewhat lacked purpose. The Ceiba club did add to the feeling of generous luxury as we could stop and get food when we wanted. It’s a bit like an airport lounge, so a nice place for a light meal but hardly a replacement for a full restaurant. And the concierge service at the lounge was rarely helpful. They were kind but not exactly quick/efficient or able to go above and beyond to solve things. So Ceiba is neither all-inclusive dining or butler service. It’s something in between. While an airport lounge is an oasis in a frustrating terminal, here the Ceiba lounge is mediocre dining in the middle of a beautiful resort with better food, service and views elsewhere in the resort. We will absolutely want to be back. Perhaps not with the Ceiba lounge though.

We absolutely love this hotel! You can tell the people there really enjoy being there and taking care of guests. The restaurants are so good you can stay on property ( which we did ) for 4/5 days. The Spa is a must try ! We are diamonds Hilton members and travel alot and this is one of our absolute favorites! Special shout out to our pool server and margarita master Carlos - we look for him and sit at his section because he is the best! Also, don’t miss Chaak bar! Ask for Alejandro when you go- he is very knowledgeable and makes excellent cocktails based on whatever you like! He is one of the best! He is also a Texans fan ( unfortunately) but he’s so amazing we will let that one slide! If you are considering staying here , do it!

Great hospitality. Had Valentine’s Day arts and crafts. I struggled a lot with my masterpiece but they were very helpful! Also made cookies along with paintings. Friendly staff that just wanted to make your experience as best as it could be. With staff Shamara, Ivette, Ruth, Bree and Rocio!

We went here as a family winter break trip with 3 kids (8,7,5yrs old). Location of the hotel is in-between Playa Del Carmen and beginning of Tulum. It is a resort so you are somewhat isolated from the main city area and would need to get a taxi or rent a car which was much more cost effective to go to Playa Del Carmen downtown area or Tulum hotel zone. Hotel it self is very beautiful and grand. Service was spectacular and staff was extremely kind and attentive. We went at the perfect time before the holiday rush so it was at about 40% capacity so it was just lovely. They have several pools and the property itself is very spread out and large. I do wish that the pools were a bit warmer as they felt very chilly and cold. I also do wish they had a slide for the kids. Breakfast and food options (pool, buffet, dinner & room service included) - were delicious and they've options for everyone and make changes if you need to for kids. Reviews said that food was extremely expensive and honestly it was regular hotel prices - kids meal ran about $11-14 which is decent and regular meals were same as you pay anywhere else - nothing was over the top price wise. They've a kids club and teen room but it was just so far away and secluded that my kids did not want to go but it was exceptionally clean and fully staffed. You have beach access and all the amenities such as food service, chairs, umbrella etc. It was a calm and peaceful beach and sparkling clean water. I can't wait to go back and enjoy this place again.