Tago Tulum by G Hotels

“Horrible experience, Bad Customer Service -> no recommandation!”

This was one of the most disappointing hotel experiences we have ever had. We chose this hotel specifically because of its beachfront location, the beautiful beach advertised by the property, and the premium room features. Unfortunately, none of these could be enjoyed during our stay. The beach was completely covered with massive amounts of seaweed and appeared not to have been cleared for days. It was impossible to walk along the beach, relax by the water, swim, or even enter the ocean. The beach and sea are clearly among the main selling points of this hotel, yet they were entirely unusable. The situation was made even worse by the overwhelming stench from the decomposing seaweed. The smell was so strong that it caused nausea. We had booked a room with a private plunge pool on the balcony, but we could not use it because sitting outside for more than a few minutes was unbearable. A key feature of the room we paid for was effectively unusable. As a result, we made the decision to leave Tulum immediately after arrival and book alternative accommodation at Hotel Xcaret where the seaweed was minimised through barrieres and the beach was cleaned daily. Therefore there was almost no impact and the water was cristal clear. What truly turned this from a disappointing stay into an unacceptable experience was the hotel’s complete lack of customer service afterward. We contacted the hotel, explained the situation in detail, requested a refund, and sent follow-up messages. Despite multiple attempts to communicate, we have received absolutely no response. Not a single acknowledgment, apology, or effort to address our concerns. What we do not understand is why a hotel charging premium rates believes it is acceptable to ignore guests entirely when serious complaints are raised. If you are booking this hotel because of the beach, the sea, or the outdoor experience, we strongly recommend checking current conditions very carefully before committing. Based on our experience, we cannot recommend this property and are deeply disappointed by both the conditions we encountered and the way our complaint has been handled.

“A Hotel to keep on your Tulum List”

Great room, beautifully designed with Plunge Pool that saved my he day! Tulum beach is experiencing an Ungodly amount of seaweed at this time, so the beach is pretty inaccessible with a heavy stench that does flow throughout the hotel BUT they can’t do anything about that. The seaweed again has accumulated beyond management. Staff was very helpful and responsive. There is a very good sushi restaurant located on property. The chef knows his stuff! The owner of the restaurant tends to self-promote a little too much… but the food is worth it.

Tolles Hotel mit super Zimmern . Super freundliches Personal , die einem jeden Wunsch erfüllen.

Das Hotel in einer Bucht am Ende der Hotel Zone, was eigentlich super ist. Aber im Mai war eine Menge Seegras vorhanden, welches nicht weggeräumt wird. Der Hotelstrand ist somit leider gar nicht zu nutzen und ab und an riecht es sehr streng wegen dem Seegras . Andrea, die Hotel Managerin hat mir ein paar tolle Tips gegeben für alternative Strände - Danke z Andrea.

“Appalling”

Shocking state of beach completely covered in rotting seaweed and debris meant we could only stay for the first night, confined to our room due to stench from balcony. Management had no response or explanation for failure to tackle this problem. Their website photos totally misleading. Nowhere to relax, beach and sea inaccessible, just miserable and expensive! Don’t go!!