Azucar Hotel Tulum

The facility was beautiful and stylish, The foam bed was wonderful . The views from the room's ba;cony and the rooftop pool were perfect. The restaurant was delicious ( the best food we found during our whole vacation) and the service was impeccable.

Both pools were too small for any swimming. But the big drawback was the beach. The surf seemed was rough abd chaotic though I could not even try it , or even walk on the beach, beacause of the Sargossum weed which stretched for miles and came in on vast mats. The staff tried to rake it to at least make a path on the beach. But there was nothing they could do about the odor.

Hotel looks brand new and looks fantastic. Staff were super nice and super helpful. Location is right in the middle of shops and restaurants with everything walking distance away. We had a fantastic stay!

The staff were friendly, we felt safe, the facility was beautiful and clean.

Very clean, excellent bed, beautiful view. Staff very pleasant

Unbelievable noise from next door all day and at times until 3am, very frustrating. Room service for complimentary water and coffee was adhoc and frustrating. Big problems with paying through booking.com caused by Hotel. They rejected my AMEX card and AMEX since advised Merchant Services has not been renewed by Hotel despite advertising AMEX as a payment method. Then tried to use Mastercard through booking.com which was also rejected reason card not valid which was nonsense. I checked with my card holder and the Hotel did not even attempt collection of payment. We paid on arrival, however on our last day they cancelled our booking through booking.com and I lost my Avios due. Very angry with this. On day 6 they offered us 10% discount on bar & food, I asked at the start of our stay if this was available which they offer to direct payers and was advised no. Then surprisingly they offered it on day 6 after we had spent a lot on bar and food. They done this so that they could cancel the booking.com reservation and avoid paying them fees. I am still in dispute with this and very angry at a response from Monica the Duty Manager which was pure lies. Thankfully I have all the evidence I need. This spoilt a lovely stay. I know of 2 other people who experienced the same with a booking.com reservation. Clearly a ploy to offer a good price then change the conditions once you are there and unable to do anything or being unaware of their untoward dealings.