Kimpton Aluna Resort Tulum

There was awsome

Great stay and great front desk, will definitely be back

Hotels staff were friendly the hotel was clean. It was a very nice ambiance. I love the rooftop pool. My only problem was that it’s nothing open late to eat or drink.  Hotels staff were friendly the hotel was clean. It was a very nice ambience. I love the rooftop pool. My main issue was that it’s nothing open late to eat or drink. They should have vending machines or some type of service if you get thirsty after 10 PM.

This place is amazing and so relaxing. I love the costumer service provided.

We were overcharged by this hotel and they refuse to refund even though I have provided all the receipts to back up this claim. Total overcharge was $173 for 6 nights. They claim that there is a special "hotel exchange rate" although the exchange rate fluctuated only a few pennies during our stay. I will never stay at another IHG hotel in Mexico and I will surely be sure to see if this particular group owns any place I stay at in the future. With this review, I hope to deter folks in the direction of hopefully other honest businesses in the area. CHECK THE BILL AND THE EXCHANGE RATE!!

Absolutely love everything at the Kimpton Aluna. Such a beautiful and relaxing stay. Love the free bicycles to explore the area. Very walkable location. Nicest staff ever!!!!! Josue really made our day every morning at breakfast!!!!!

All of the staff at the bar and restaurant are amazing. Super friendly and fun. Came here for a bachelorette trip and Jesus Charley Demetri and Johnny made it very memorable. Rooms were clean and staff was accommodating. Very cute vibe all around.

I’ll start by saying the hotel itself is absolutely beautiful. It is clean and well-maintained. Located downtown Tulum. My low star review is related to my experience. Issue 1 I was charged for the full stay and still awaiting a credit. I booked through my American Express platinum as this hotel is part of the hotel collection and I checked into the hotel, May 10th. I was under the impression the hotel was closer to the beach so I spoke to management on the 11th and received approval to check out on the 12th so that I could secure a different hotel on the beach. Usually, hotels are able to readjust / credit on the spot, but for whatever reason there’s only one manager that can make the adjustments and it has to be done manually. At least that’s what I was told and that Manager was not there at the moment, so I asked for an updated Receipt showing that I would only be charged for the two days. I received that receipt and walked away, thinking that it was going to be taken care of, but they still ended up charging the full amount to my American Express. I’ve called several times with no resolve. The charge remains so now I have to dispute it with American Express. Issue 2 This is a big one. On the night of the 11th, I ordered room service. When the food was brought to me, I was told I had to pay cash because I had no card on file. Huh! Of course I have a card on file. 🤷🏾‍♀️ There is no way to check in without placing a card on file. The gentleman basically held my food hostage until I paid him in cash (pesos). While I’m enjoying my food, there’s another knock on the door. This time someone else with the receipt for the food asking me to sign. Which now I’m even more confused because remember they told me I didn’t have a card on file. In any case, I did not sign, but they charged me for service anyway when I went to check out the next day. A total scam. I brought this to their attention during checkout, and of course they apologized but they still charged me. The bottom line is I have two separate charges from this hotel. The charge for the room for the entire stay and room service was paid in cash. I’m so disappointed with the service at this hotel. It’s such a beautiful hotel. I expected more, especially given they are part of the hotel collection. The food is also subpar, but you are downtown and you have lots of great choices outside of the hotel. Definitely dine outside of the hotel. I visit Tulum often. I will not stay at this hotel ever again because of the service.