Conrad Tulum Riviera Maya

Ils nous ont donné la mauvaise chambre; octupus pas frais et ils ont laisses l eau bouillante dans le bain sur le balcon .je me suis brulee .They gave us the wrong room & we had to fight. Then i got sick with the octupus they said it wssn t there fish. And today they came to fix the victorian bath on the bskcony and it was rsining i had no glasses on and went in and screamed the tub was boiling water! my husband pulled me out. I burned my leg , arm and he burned his hsnd. i have pictures & videos. I paid a very high price to be here. Booking never helped and here they do nothing. Imagine if a kid would have went in. The worst is that they left the hot water on and didn t Fix it! This is a case for my lawyer. Be careful here they just want your cash and they don t care really! Suzan & William

This hotel has a lovely beach and decent rooms. However our stay was marred with issues and poor management. We have stayed at other Conrad resorts, and this does not meet the bar. Firstly the hotel is used as a wedding venue, which can completely take over. Our first weekend there were 3 weddings with very rowdy guests - who had not respect for other holidaymakers - occupying most of the hotel. While my partner and I were trying to relax in one of the pools on our first day we were randomly yelled at by one wedding group as being “pale skinned c***suckers” - a 5 star experience indeed! Our first room did not have hot water - though the hotel offered us another room for the duration of the stay, which did have hot water. The food around the hotel is ok, the Autor and Sushi restaurants were the best. The poolside food is ok, but very expensive (to be expected). Then we have the final complaint, which was being overcharged - I have seen other reviews of a similar vein. We are from Canada, and requested the final payment on checkout be made in pesos - as our account was setup to be charged in pesos. Instead, we were charged in !!!GBP!!! at an exchange rate which added approximately $500CAD to our final bill (almost an additional 10% to the cost of our stay). A very slow and unhelpful “customer service” team have been rectifying this, but 3 weeks later, we have payed *twice* and no sign of our GBP refund, so we down 110% the cost of our original stay! 5 star hotel and facilities with 3 star guests and 1 star customer service. It is worth noting that each time we went to reception about the various issues we encountered, we usually found ourselves in a line of unhappy guests. That says it all.

The front desk agent that was working on 12/12/24 at 6pm. He said his name was Francesca, was incredibly rude. He hung up on me twice. When I asked is there a manager I can speak to he said there is no one there. Then I asked for a manger’s email he hung up on me once again. I have never experienced something like this before. I stayed here 4 months ago and had a good experience but this makes me want to never come back. PLEASE please train your staff on guest service. He is absolutely terrible.

Lifetime diamond Hilton member who has stayed at most of hiltons best properties. First morning here, but this one is phenomenal. Staying in a suite (3312) which is one of the nicest rooms I have stayed in overlooking the ocean. One of the best sunrises I have ever seen. Beach and pools are super clean. Hosting my brothers 50th bday and everyone commented that the breakfast buffet was the best they ever had. Fitness center is spacious and has plenty of equipment. Checkin took about 15 min and water was lukewarm in the shower on first day but that was easily resolved. Highly recommend this hotel. More info to come after spa visit and dinner

An absolutely phenomenal experience! From arrival through departure you are more than pampered. The Staff are well informed, professional and friendly. Incredible food, incredible views and a world class spa. Having the hotel next to forest areas affords frequent visits from birds, coati and iguana. The prices for drinks and food are a bit steep and comparable to major US cities, but the quality, the service and the charm make it all worthwhile. Take the time to try out all the pools, the beach and the nearby cenotes. Special thanks to the breakfast wait staff at Lucas, Alberto and Alejandro at "Ultra Mar". Pool side service and services are wonderful. Cannot recommend the Conrad enough. Congratulations Hilton, this property is a gem! We will be back soon.