Alea Tulum

Para el precio que tiene deberían cuidarlo más. Las sillas de la terraza estaban oxidadas y las de dentro de la habitación sucias. En Booking pone que tienen restaurante pero el restaurante esta en dos hoteles de al lado (2 minutos andando). Las tumbonas de la playa están medio rotas y las colchonetas viejas y sucias. El hotel entero necesita en general un poco de mejoras.

Wir waren vom 09.11. bis 12.11. in Tulum und hatten ursprünglich im Hotel Alea gebucht. Leider war bei unserer Ankunft niemand vor Ort, um uns zu empfangen – das Hotel wirkte, als sei es bereits seit Wochen geschlossen. Erst am Morgen der Anreise erhielt ich – eher zufällig über einen kurzen WLAN-Zugang – eine Nachricht, dass das Hotel wegen Seegras am Strand geschlossen sei und wir in ein anderes Hotel umgebucht würden.
Im neuen Hotel erhielten wir nicht die zwei gebuchten Zimmer mit direktem Poolzugang, sondern nur ein Zimmer mit Poolzugang und ein weiteres mit Dachterrasse und kleinem Pool. Auf dem Zimmer gab es zwar eine Kaffeemaschine, aber keine Kapseln – selbst nach mehrmaliger Nachfrage wurde uns keine zur Verfügung gestellt.
Das Frühstück war enttäuschend: Es war nur wässriger Kaffee inklusive, Espresso musste extra bezahlt werden, und die Milch war bereits abgelaufen.
Im Gespräch mit anderen Gästen stellte sich heraus, dass auch sie ursprünglich in anderen Hotels gebucht hatten. Offenbar werden Gäste regelmäßig zwischen verschiedenen Hotels desselben Managers umgebucht, um Kosten zu sparen (Personal, Strom etc.). Auf Nachfrage erhielten wir widersprüchliche Aussagen – manche Mitarbeitende sagten, das ursprüngliche Hotel sei „wegen Renovierung“ geschlossen, was aber nicht glaubwürdig wirkte.
Die Zufahrtsstraße zum Hotel ist zudem sehr holprig und in schlechtem Zustand.
Ich habe direkt über Booking Kontakt aufgenommen und um eine Erklärung gebeten, jedoch bis heute keine Antwort erhalten.

The sun terrace is neglected, the stairs are dangerous, and the wooden loungers are broken. The cushions are torn. The beach area is neglected.

Firstly, we were put in a different room from the ocean view room we booked. The “upgraded” swim up room had no ocean view. The hotel had been under construction before we arrived and was dirty with plaster and work equipment. The supposed swim-up pool to our room was filthy with floating debris and the filtration system to the pools wasn’t working. There was limited staff available and room service was only available to change towels etc when you demanded it. So rooms were left dirty and beds unmade. You had to ask for toilet paper. Photos of the property on Booking.com were misleading- there is no pier or jetty and the accessible beach was rocky and unfit for swimming. The kayaks and snorkels were either dirty or broken, there were no bicycles for use, as advertised. We eventually got to speak to a manager who said he would find us an alternative sister hotel, but with 2 days to go from a 12-day stay it wasn’t worth our time. There was no restaurant offering food- apparently they shut it down but still advertised it as part of the hotel offerings. So there was no breakfast, lunch or dinner or even a bar service to buy drinks. At over $300/night US, this place should never exist and I would strongly urge people to NEVER stay at the Alea Tulum. For us, it ruined our trip, there was nothing good about it whatsoever and it was a huge expense to get out of there every day.

Even though the structure was closed for two months and was also closed at the time of the reservation they still accepted my reservation and they told me the day of arrival that the hotel was closed and they would switch me to a sister hotel close by. I think that’s really unprofessional, the hotel page should be closed, it’s up to me to decide if I want to stay in a different hotel or not. I told them I picked the hotel for many reasons and one of them was for the gym. They said I could still use the gym and they brought me there on the second day. Needless to say that the gym was a hole with no windows nor working A.C. I didn’t even see sargassum on the beach, that’s what they used as an excuse on why the hotel was closed. The Mereva hotel where we actually stayed at it’s a couple of doors down, nice but the faulty sewer smell in the bathrooms makes it hard to enjoy the room. The hotel pool was always dirty so we never even used it. The staff is super nice but everything else severely disappointing. Just as the food and high prices for everything you order downstairs. Good thing we rented a car and always ate out. The hotel is a way of town and to get there there’s a long dirt road full of potholes. Beaches have a lot of rocks, I would avoid all together. Plenty of other nice hotel that with the same price they give you a nicer experience where the nice beaches are at.