"This was our second time at Be Tulum. We had a good experience the first time, recommended it to friends, and decided to return with our adult kids. HUGE MISTAKE. On the second day of our stay (April 1, 2025), the hotel experienced A FULL POWER OUTAGE with NO WORKING GENERATORS , and it continued for days. NO WATER, NO AC, NO LIGHTS OR ELECTRICITY. We stayed for three days in these conditions because we were repeatedly told it would be fixed “in a couple hours,” but it never was — and the outage was still ongoing when we were left with no choice but to leave. During this time, there was zero communication from management. No emails, no updates — nothing. In all of these days THEY WERE STILL CHECKING IN NEW GUESTS WITHOUT LETTING THEM KNOW ABOUT THERE WAS NO ELECTRICITY ,WATER OR AIR CONDITIONING.In fact, there was no manager available or present for any of those days, despite the severity of the situation. Guests were left to figure things out themselves, constantly searching for answers while staff provided none. There were no basic services available. There was also a serious concern around food safety. The hotel continued operating its restaurant despite no reliable electricity, no functioning refrigeration, and no running water for proper sanitation. We were genuinely questioning whether the food we were being served was safe to eat . This is something that should never happen at any hotel, let alone one claiming to be luxury. By the third day, with no resolution in sight, we made the decision to leave and salvage what was left of our trip. Only on the day we decided to leave did a manager finally appear, and at that point they signed documents confirming that Be Tulum would provide a FULL REFUND for our entire stay. We relied on that commitment. After a year of following up, they have STILL NOT honored what they signed. They have taken zero accountability and only refunded food charges for those three days. Not only did they not reimburse us for the days without electricity, they also refused to reimburse the remaining days after we were forced to leave. AVOID THIS PLACE AT ALL COSTS."

"Be Tulum was a wonderful hotel/resort. My wife and I went for a long weekend and we were not disappointed. The room we had was clean. It was a very comfortable bed. We loved the giant shower. The grounds were fantastic. We were able to walk around barefoot if we wanted to. The staff was fantastic they made the stay. The beach service was perfect always available but not pushy. Some shout outs. The concierge staff, Raquel and Navil The wait staff: Roque, Felipe, Roger, Noemi,Russel, Yasmin, Ivan We did the wine tasting with tapas. Well worth the price, and the sommelier was so enthusiastic. Hopefully we can return."

"Best hotel in Tulum, hands down. My boyfriend and I stayed at be Tulum and it was so clean, private, the food was impeccable and service was great. Felipe at the front desk was amazing too."

"Rene seemed to be a hopeful addition to the team and yet here we are months later, where you can go back and look at my original review I was told when I left that everything except for one night would be refunded in full due to the extreme circumstances of what unfolded. They took my credit card number and then didn’t tell me that they weren’t able to process the refund, leaving me going through my bank to dispute thecharge and finding out that nobody at the team is providing the approval or telling the dispute resolution center that they did indeed say there would a full refund at this point it is considered theft. The amount of months that has passed is leaving me in a situation of having to escalate with a Mexican lawyer or wait for a email within the next couple of days to make this right finally and refund almost $3000 that has been back-and-forth trying to be recouped with no dispute of anybody on the team at the hotel yet they aren’t cooperating or doing the right thing and they just want to get me on the phone to give them my full credit card information again as if I feel safe doing that. I highly suggest you do not stay here because if you end up in the position that I am in, you will have to get litigation involved. It is the only way forward when they are not cooperating, my bank has every email all of the recordings that I took upon checkout, but because the hotel is telling them they did not offer a refund and the trip was not canceled, which is completely false, I left very early, due to the disastrous stay, I’m now left in an impossible situation and it’s not a small amount of money. In addition, part of that money being refunded was me purchasing a room that they told me was not available when I checked in to attempt to remedy the situation because they were telling me no other sweets that I wanted were available and yet they’re online booking let me pay in full for it, which is part of what this refund is, an absolute disaster. I’m in shock that I am still dealing with this as it’s not something that was unclear when I left Rene was very clear that he would be taking care of it and I genuinely thought the hotel might have some hope with a new manager and guest services, but I unfortunately cannot back that up anymore. As of writing this review, I emailed them again on Friday and if I do not have that money back in my account, and this is not completely resolved, I will have no choice, but to move forward, causing further pain and stress and emotional toll when I have done nothing wrong dragging out an awful stay even further."

"BEWARE-Very inflexible hotel that is not accommodating to life circumstances. I had this hotel booked and could not travel for health reasons. I was two days outside of the cancellation policy (which was several weeks in advance). Even with a doctor's note and verification, the hotel would not refund me. They were also rude on the phone and emails, Customer service is not their strong suit and I would not ever recommend this hotel to anyone. I would think twice about booking a place that offers little flexibility with their customers."