Hotel Shibari - Restaurant & Cenote Club

Wonderful facility, great staff, food and drinks poor and pricy, service fee 15% included, still staff is continuously asking for tips, management not in control of processes…it took us 45 minutiae check out…do not go there, but if you do, do not include breakfast!

We stayed in a garden-view room, which was spacious, clean, and very comfortable. Unfortunately the beach was covered in sargassum seaweed, so having the cenote club right on site was perfect to cool off and relax. We enjoyed breakfast at Atta each morning - get the chilaquiles! Service in every area of the hotel was great. Thank you for a wonderful experience Oscar, Juan, Ray, Francisco, Alan, and of course the DJ Gilio for the beats!

Upon checking in I and my partner was hardly welcomed and was told about environmental and resort fees which did not match what we had been quoted on our loveholidays booking. We had already paid £3000 and Alexandra the receptionist was communicating with the manager Armando about the dispute in costs which was about 50 dollars in which he replied to her and said if we do not wish to pay the fees now we can cancel the booking instead of him discussing with us tomorrow after a 12hr journey in which we just wanted to put our bags down. Armando refused to communicate with us would only communicate with Alexandra the receptionist and would not give his surname. We had waited over an hour to speak to another manager Johana who we didn’t get to speak to but after being persistent with Alexandra Johana then reluctantly allowed us to pay what we had been quoted originally by loveholidays to then resolve the rest with her tomorrow. This should have been the outcome in the first place as we were spending a week, worst check in experience ever, ruined our first night and wasted our time, Alexandra seemed very disinterested and didn’t have a genuine care for our concerns. I booked this hotel as it is for my birthday and hoped for a warm welcome and got the opposite. Checking in an hour and a half after arrival is unheard of even in these circumstances. I hope this complaint makes it’s way to Miguel Soto so something can be done about the customer service moving forwards.

Shibari Tulum was the absolute best experience and we are definitely coming back next year! The service the people everything was amazing! Alan was our waiter every night and was amazing and remembered our drink order and our food allergies! Everyone was very attentive and went above and beyond throughout our whole stay! The rooms and resort were clean daily and they called each day to see if we needed anything! 10/10 experience we can’t wait to come back!

We had an incredibly disappointing and stressful experience at Shibari in Tulum. We booked our stay through Chase Travel over three months in advance, received full confirmation, and checked in without issue—only to be informed five hours later that our reservation was being cut in half due to “travel agency limitations.” Chase confirmed that the hotel had in fact canceled the remaining days themselves due to overbooking. Shibari never apologized for this massive disruption, offered no compensation beyond a simple refund, and showed zero accountability. What was supposed to be a relaxing vacation turned into hours of arguing with hotel staff and scrambling to rebook last-minute accommodations at a significant surcharge. To make matters worse, the hotel is located next to a loud outdoor party venue where bass and music thumped until 2am each night—something they failed to disclose. The entire experience was unprofessional and chaotic, and we would not recommend Shibari to anyone expecting reliable service or peace of mind.

We loved our stay at Shibari, it provided a sheltered and calm oasis from the busy Tulum road. The staff were super helpful & welcoming, Sofia on the butler service was great. The included breakfast was very good and filling. The rooms were massive and beautifully designed. The pool is unique & the dj in the afternoons is a great addition. You can take bicycles out from the hotel for free or rent scooters for an extra fee. My only points for improvement would be for some more veggie options on the lunch menu & somewhere to hang your towels when you’re in the shower. I don’t know if it was just our room but you had to put the towel on the floor outside the shower to be able to use it when you came out. Everything else was great! Thank you for a stay to remember!