Roc Luxe Tulum

Worst experience. We arrived to check in on December 28 and our rooms were under construction. They kept insisting they upgraded us to a better room so we wouldn’t see the construction. The new room they promised was not like the one we booked, it was smaller and in a noisy area. I didn’t feel safe staying there. We asked for our money back and moved to another hotel.

Terrible. We reserved a jungle treehouse and right after we unpacked, the electricity went out. We were told that they could upgrade us to a beach room. We agreed, and packed all our stuff to move. Then we were told that we would have to pay the difference for the upgrade. We paid it but weren’t happy about it. Other reviewers mentioned the music and I kind of ignored it, but actually the music doesn’t end until 10pm. On top of that, other guests were playing loud music until 11…we had to request that someone at the hotel ask them to stop. This is not the hotel’s fault, but the sargassum is out of control in the area and smells awful. I think the hotel next door is abandoned so the seaweed just piles up and the smell is unholy. I know it would cause them to lose money, but they really should warn guests before they book. We left after 1 night but the hotel said it was “our preference” even though the room we booked with the amenities we booked was not available…and therefore they could not guarantee our money back.

We stayed at the Roc, during New Year’s eve, which is super busy and hectic time in Tulum, this hotel is in a great location right on the beach, close enough to the party life and yet you can have your peace and quiet while you’re in the hotel. The crew is excellent! specially the front desk. Julio worked with us, even before we arrived to mexico. He Helped us with anything we wanted (even late at night). He was very positive and patience. I would recommend couples, to ask for the jungle cabanas, they are very romantic and naturey. But if you are friends who plan to party, I would try to stay at the beach rooms. the only negative part at the Roc lux is l, the restaurant. I wouldn’t recommend to eat there.

We had a perfect stay at Roc Tulum. Even before our trip, they started a WhatsApp group to help us plan our stay. We’re planners ourselves, so we only requested help with the shuttle from the airport. Super easy & lux pickup!! The stay at the hotel was perfect. The rooms are large & far apart. The free breakfast every morning was filling & healthy. The staff were all very attentive. The day beds were free & easy to come & came with food & drink service! We spend both days just lounging on a day bed, enjoying the beach, the chill music, the food, the drinks, and the pull. They let us keep our luggage at the front after check out to enjoy the beach front! Julio was the best & most attentive host. You can just text the WhatsApp group for anything you needed. While we were pregaming for NYE, we whatsapped for some ice & glasses and they brought it straight to our room. Great stay. Would definitely stay here again!

We made a last minute decision to stay at Roc Lux Tulum. We felt very welcomed by the staff from point of arrival. The hotel has one of the best beach front locations with the only one as far as I could see with a pool on the beach front directly looking into the sea. Julio was a stand out member of the Roc Lux Hotel, he has connections with all the major restaurants. With great industry knowledge on which restaurant is best on certain nights. Making us reservations without any issues. Nothing was a problem for him and I’m sure if we had any issues with our stay in Tulum I am guessing he would know the guys to sort it. We are planning our trip for next year and will be staying here again. It is worth knowing there is a jungle side and beach side to the hotel.