Nerea Tulum

The service was exceptional. We were warmly welcomed by the staff and felt right at home immediately. Jesus was incredibly helpful and kind. A wonderful stay!

Lovely small boutique hotel. Jesus was great and so helpful!!

Clean room and excellent rain shower. Really enjoyed the fresh food. Super friendly staff with Chef Oscar, Jose, Angie, Miguel at the kitchen and bar. Would definitely book here again.

I really enjoyed my stay at Nerea, it was a wonderful experience. The food at the property was absolutely delicious.

The team was always attentive to my needs, which made the stay even more special. The kayaking experience was incredible, and the fact that it was complimentary made it even better. We had so much fun.

We will definitely be coming back.

The included activities, such as kayaking, were truly exceptional and a wonderful added value to our stay. It was an incredible way to relax and fully enjoy such a beautiful and serene setting.

The staff was outstanding—always attentive, warm, and genuinely focused on making sure every detail of our stay was perfect.

We also took advantage of a massage promotion, and it was absolutely worth it. Our therapist was amazing, and the experience felt unique, relaxing, and deeply rejuvenating.

Additionally, the prices are very reasonable compared to other options in the destination, making the overall experience even more enjoyable.

Delicious drinks with friendly staff

De locatie was waanzinnig! Uitzicht op zee en de steiger, waar je heerlijk op kon zitten. De kamer was prachtig, mooi ingericht en goede housekeeping. De receptie was ook erg vriendelijk en behulpzaam. Je kon snorkelspullen lenen bij receptie. Mooi ontworpen hotel. We hebben genoten van ons verblijf. Een aanrader!

Our stay at Nerea was absolutely beautiful. The hotel has such a charming and peaceful atmosphere the perfect place to slow down and enjoy Tulum

The staff were incredibly friendly and welcoming, always making us feel taken care of with genuine warmth and great service. Everything was spotless and very well maintained.

One of our favorite moments was swimming in the pool during sunrise, the light over the water is simply magical. And the food was amazing every day.

If you’re looking for a clean, intimate hotel with great energy and wonderful people, Nerea is a perfect choice.

Me gustó la habitación con vista impecable al mar y la arquitectura en general, su piscina distribuida, el acceso directo a la playa. El desayuno es adecuado. También nos sentimos muy cómodos con la atención en la recepción de Javier, muy amable y predispuesto a informarnos y sacar lo mejor de nuestra estadía. También con la de Jesús, siempre con una sonrisa recibiendo a los huespedes.

I rarely write negative reviews, but based on our experience at Nerea Resort in Tulum, I feel obligated to warn other travelers who value cleanliness and customer service.
From the moment we arrived, the condition of the resort and our room was far below acceptable standards for the price paid. The issues we encountered included:
• Dirty floors throughout the room, to the point we did not feel comfortable walking barefoot
• Pool visibly unclean upon arrival and still not cleaned by the time we checked out the following day
• Stained chairs both indoors and outdoors
• Dirty and heavily stained cushions in the room
• Significant mold buildup on outdoor furniture and seating areas
• Food stains on bed sheets
• Torn and damaged bedding
• Human feces found on pillowcases and sheets, which is completely unacceptable and unhygienic
• Sharp chip in the bathroom sink posing a safety concern
• Numerous small bugs near the bed and inside the room- video below
We immediately reported these concerns to the front desk upon arrival. We were told there was nothing they could do beyond another cleaning attempt. Given the level of uncleanliness, we requested a refund and explained that we were considering leaving to find another resort.
After staying only one night, we requested a refund again. The front desk representative had us sign a document confirming our one-night stay and provided an email address for management, instructing us to send photos and details to process the refund after departure.
Over the past six weeks, both my travel agent and I have contacted the resort multiple times. We have received only one response, from the front desk clerk, and have never been contacted by management, nor has ANY meaningful resolution been offered.
While we understood the original booking policy stating “no refunds,” the conditions of the property and the communication from staff led us to believe our case would be handled fairly. Instead, all follow-up communication has effectively been ignored with no resolution.
This review is not written out of frustration alone, but as a warning to other travelers: if you are looking for a clean hotel, well-maintained facilities, and responsive customer service, this was not our experience at Nerea Resort. Please see all of the pictures included.

Extremely Disappointing Stay – Serious Cleanliness and Safety Concerns

Our experience at Nerea Resort in Tulum was deeply disappointing and far below acceptable standards, especially for the price paid.

Upon arrival, our room and the property showed significant cleanliness issues, including:

Dirty floors throughout the room

A visibly unclean pool that remained unaddressed during our stay

Stained indoor and outdoor chairs

Heavily stained cushions and visible mold buildup on outdoor furniture

Food stains and torn bedding

Human feces stains on pillowcases and sheets, which is completely unacceptable

A sharp chip in the bathroom sink posing a safety risk

Numerous small bugs near the bed and inside the room

We immediately reported these concerns to the front desk. We were told another cleaning attempt was the only option. Given the severity of the issues, we requested a refund and left after one night.

At checkout, we were asked to sign documentation confirming our one-night stay and were provided an email for management to process a refund after we submitted photos. Over the past six weeks, multiple follow-ups from both us and our travel agent have gone unanswered, with no meaningful response from management.

While we understood the stated “no refund” policy, the condition of the property and the communication we received led us to believe our concerns would be handled fairly. That has not been our experience.

If you value cleanliness, proper maintenance, and responsive customer service, this was not our experience at Nerea Resort.

Chambre rénovée, spacieuse et joliment décorée, sdb complète, accès et vue sur la plage de carte postale, magnifique!!
Personnel avenant

I liked the location, the room, the views of the sunrise & sunset were absolutely beautiful. I felt safe at the resort and it had everything needed to relax. The staff were great and very helpful.

L’hôtel est très beau, les chambres spacieuses et très belles également. Et Jesus, à l’accueil, est incroyablement gentil.

It's unlike me to leave a review but I'm trying to spare others the same disappointment. It was so disappointing that we had a reservation for 9 nights and checked out within 48 hours. In 30 years of traveling I've never been disappointed to the level of having to change hotels, until this experience. Is this long but worth the read before confirming your reservation.
Believe the negative reviews, not only are they true but additionally I found several things advertised that were not offered. On top of agreeing with the other negative reviews about dirty cushions and a rundown facility, if you are looking for yoga which is advertised, there is none "the instructor left some time ago and was never replaced", if you are looking for a hot tub which is advertised, "they don't turn the heat on anymore, not sure why". The gym is rundown and not clean. If you are looking for a working restaurant, the 2 evenings I was there there was not a soul in the main restaurant at Nerea. It didn't seem to be operating. You are able to walk down a dark and sketchy dirt road to get to nearby restaurants at other hotels, one section of the road is so dark I turned around and went back. If you are looking to sit at their cutely picture seaside bar, our first morning we sat at one of the tables to get a coffee and we waited so long without attention, we left. That afternoon we tried to sit at the bar and it was covered with staff items - laptops in front of barstools, a pile of dishes, drink trays...... we moved aside a couple of things and sat at two stools and then had to ask to be waited on after sitting there for 10 minutes with the bartender behind the bar busy tidying up instead of waiting on us. Then, when I ordered a nonalcoholic juice drink from the bar menu, he looked at me like he did not know what to drink was and then another coworker told him that it's only served at breakfast time. This was about 2pm.... it was a healthy juice, on the bar menu. There is absolute no attention to detail. We we're interested in sitting at the larger part of the pool where there were 4 loungers and 2 of the 4 did not have cushions, the loungers were wooden so it would've been very uncomfortable without a cushion, the other 2 were covered with sand and stains.
This all happened between checking in at 4:30PM on Friday evening and waking up and deciding it was time to leave at 9:30 AM Sunday morning. Two nights on one day, and we were supposed to be there for nine nights!!
I guess I should have paid more attention when I had to sign a paper when checking in saying that I understood there was not a refund if there was any reason we wanted or had to leave early.... I've never seen that before, most hotels would gladly refund a person who is so unhappy they're leaving 20% into their stay.... This establishment CLEARLY does not care about customer satisfaction, only collecting their fee. They refused to give me any sort of refund - even partial.
Don't say you weren't warned, read and take seriously the negative reviews for this one!!!

Super clean and helpful staff at reception . Food was great. Great choice of sister restaurants too.

Me gustó mucho el lugar