Roc Luxe Tulum

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 sea**** 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 an amazing time!! The hotel from the personal, decoration, location, and ambiance was excellent! Julio Avila from the Concierge team was about and beyond to made a memorable stay, he helped is with reservation to the beach clubs, restaurants and was always attentive to any request or questions we had, he was extremely professional and helpful. Juan Pablo from the Rest was also great to us, as the lady from the house keeping team, she made our rooms with love and care. We absolutely recommended this place!

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.

I don't often leave reviews but I feel like I should here. I booked this stay through Las**inute.com, the reviews were fairly positive and the pictures looked incredible. We were actually staying in Playa del Carmen for a few days before moving on to Tulum and whilst in Playa del Carmen, I read reviews on *********** and Trip Advisor for Roc Luxe. I was incredibly worried and stressed when reading these, particularly as I was planning to propose to my girlfriend (now fiancée) in Tulum. We actually had a fantastic stay at Roc Luxe and the stress / worries were completely unnecessary. I am glad I hadn't seen the negative reviews when I initially booked as it would have probably stopped me staying here, which would have been a real shame. My biggest fear after reading others' comments was seeing spiders / scorpions in the room as I am a huge arachnophobe but there were no issues here at all and the stay was definitely worth it. I spoke with Julio briefly about some of the negative reviews and he mentioned that they were aware of these and are actively trying to improve the guest experience – in my opinion, they are certainly exceeding at this! For reference were staying in Rox Luxe (room 15) rather than Roc Jungle, and we were right on the beach. The rooms are something from a film and once you step out your front door, you’re 100m from the sea, even less. It was wonderful going to sleep and hearing the waves. My finance is an avid sunrise watcher and would sit on the beach in her pyjamas and robe to watch the sun rise, she said it was incredibly peaceful. PROs 1. The hotel is absolutely beautiful - you can see this in the pictures, from the sculptures, the rooms and the beach club itself, it’s boho chic 2. Staff are incredibly friendly and welcoming - as per the other comments, Julio is absolutely fantastic and goes out of his way to sort any problems or questions you may have (e.g. when my suitcase padlock broke and he had security come to remove the lock for me), he also was quick to offer restaurant and trip recommendations and sorted us a taxi to the airport which was reasonably priced 3. Quiet - I am confused by the comments other people have had about it being really loud with music from 8am. The restaurant has ambient music but nothing which could disturb guests in their rooms. The beach club only runs from 10am-5pm and it definitely wasn't too loud...particularly when compared with places like Rosa Negra or Taboo beach club 4. The beach club is great to have on your doorstep, we visited in June which is quiet season but we were always able to get prime tanning beds and lots of photos on the beach and around the pool area, there’s a great hanging swing chair off the leaning palm tree CONs 1. Food and drinks are expensive - cocktails were 360 pesos vs most bars / beach clubs which were nearer 300 pesos. Similarly, a beer was 140 pesos vs 80 in some bars. The included breakfast was only continental (however this did include nice bread

We stay at the Hotel ROC At Tulum . Check in was nice they offer us a popsicle what a nice start ( you can choose your own flavour) We decide to rent a bike during our salty to be able to move all over the place . Our Room was on the middle of the Jungle full of life this is Tulum .. one night a couple of raccoons visit us & we where so happy to be in touch with the wild .. Amenities good - General we love the room , the breakfast was Included daily FRESH FRUIT WITH BREAD and yogurt was perfect if you decide to upgrade you can do it they have CHILAQUILIS solo good , we get hooked with them . Staff really friendly I don't Renner all name but here a list ( Jorge waitress , Eladio waitress , Rubén at the front , Alen Butler , Mauricio at the Front , cleaning Magaly ) There are super nice & friendly BEACH CLUB . Service daily amazing , beach clean & relax , good music . Staff excelente amigos _ they where really friendly . Today we are checking out but we will be back .. love This place . Thanks to ROC LUXE TULUM.

I always look at Trip Advisor and hope to get honest reviews and so I want to give ours from our recent stay at Roc Lux in Tulum. It started pretty shaky. We had booked, with friends, two junior suites and on arrival were allocated our rooms. Our friends room was as shown in pictures, lovely, spacious and comfortable. Our room on the other hand was the complete opposite. We were led to some steps behind the bar area and our room was effectively on top of the bar, was small and nothing like "junior suite" given to our friends. We complained immediately and, to their credit, the front desk allocated us a different one the next day once previous occupants had left. Our new room was perfect and exactly as expected. So AVOID ROOM 10 !!! Our room was Room 14 and was perfect. No complaints. The staff at the reception were always helpful and our cleaner Carlos did a great job. The position, on the beach, was idyllic and there were always beds and bean bags available. The music in the day does tend to be loud and, at times, a little irritating however that's probably just me being a little older and grumpy. Now to the things we think people should look out for (along with avoiding Room 10) : If you order food/drink at beach you are unable to charge to the room and they expect you to pay at the end of the day. On day 1 we paid but did not have any cash for a tip and the head barman who came to us to pay the bill was most aggrieved that no tip was given. Even when we apologised and said we would pay tip next day he was not pleased at all. On top of the fact that the food and drink are pretty expensive we decided we would prefer to visit alternative bars for drinks/food. Another issue, which we considered pretty basic but material was the lack of towels and the apparent inability of staff to assist in getting them for you. I may be wrong but I personally think that when you are paying a tidy sum to stay at a top rated hotel that they should have towels rolled up and waiting for you each day at the bar. You ALWAYS had to ask and, more often than not, I asked the beach staff for towels and they would just say "sorry, we have none". Eventually I complained to a front desk staff member and that's when suddenly we had "special trea**ent" and had towels each day. As I said, front desk staff were very helpful. Bottom line is that it always felt that if you were spending money then the beach staff loved you, if not, they moved on to other people. Infact, at one stage, we even wondered whether the beach side service was subcontracted out to a different firm. I do stress though, the room, the beach itself and availability of beach beds etc, really lovely. Amazing views of the beach/sea from our room. Other stuff about Tulum: Its expensive Great bars and food is a short taxi ride from hotel further along the beach/coast. We especially liked ARCA, amazing service and great food. Tulum old town has some great food and drink to and, again, a short taxi ride away