Serena Tulum - Adults Only

Came here with my husband and friend and we had an amazing time. We felt very safe and well taken care of by our hosts. We loved the fresh breakfast each morning. The shower was hot and the bathroom was great for “Glamping”! We loved the location. This was one of favorite stays on our trip and we were all over Mexico! Great accommodation and great hosts!!!

Such an interesting location! Safe, clean worth the price. Freshest fruits every morning. In the heart of Tulum and all the nightlife while still in the Jungle. Jaime was a great host! Traveling as a single woman, I never felt afraid or uncomfortable.

We are very disappointed of our experience with Serena. Firstly, two of us got charged twice for the hotel. Even though the payment had already gone through they asked us to pay upon arrival (which we did). Later on we look at our bank account and see that the hotel was charged weeks before. Second, we rented a car via the reception where we were promised that it would be there for us by 6am. We woke at 5.30 am on our vacation because we wanted to make it to several places on our road trip. We go to the meeting place and waited 1,5 hours. The car didn’t seem to be and we tired the number the girl in the reception gave us but it didn’t work. A man comes into the reception (seems to be a chef or working around the hotel area) and he help us making some calls. After he’s contacted the girl that made our booking of the car she arrives on a scooter after another 20 minutes with the key to the car. She takes absolute no responsibility and claims that there’s no problem and that she wants the money for the car. She also made a comment about the police possibly stopping us and we had absolutely no contract or documents signed for this car so of course that made us nervous. We start driving and turns out the gas tank is completely empty even though we were told it would be full. Since we had already made plans we took the car and left. When we came back, we ask for some sort of compensation and she says we can have the car one more hour (kind of pointless when our return time was at 6am anyway). We were not satisfied with this, but no sort or refund was offered. We asked to talk to the manager, but this wasn’t possible. This girl took no responsibility, didn’t apologise and didn’t seem to think there was a problem. She raised her voice and was not helpful at all. We are extremely disappointed and wouldn’t stay here again.

If you want to be one with nature this is your place.

Most unprofessional hotel staff I have ever met. They tried to provide a shuttle, which was not by the hotel but only the staff because I guess they were trying to get side money. Most unprofessional service with the shuttle. Me and my friend didn’t end up going with the shuttle because we felt unsafe and they still charged us full. $150. Then we left a key with them to a scoter we rented from a third party since we were checking out early. They lost the key and claimed that we never gave them the key. MOST UNPROFESSIONAL STAFF. Stressed the both of us out. They’re really shady

I loved it. The room I stayed in needs some help with covering the back. I felt ppl could see me shower from the gym parking lot, but everything else was amazing

The property was beautiful, nature-inspired and thoughtfully designed, quiet despite being walking distance to bars and restaurants, and the service was really excellent. The staff were super responsive to our requests. Breakfast was great. The towels and linen smelled so fresh (which is sadly not the case in some hotels, even big ones). It was right beside a 7-11 and walking distance to Azulik! Lots of parking. Close to the beach (though it's a rocky area... you have to find the right spots to walk to). The only reason I'm not giving it 5 stars is because of what I consider misleading advertising. The pictures give you the impression that it's ON the beach but it's not. Also the bathroom has no door. Which are not deal breakers, but they should mention these upfront to avoid disappointment. Just please remove the pix that make it seem like a beachfront property. Besides that, I highly recommend!

Unaccepted Reviews from Airbnb: THe Mayan Room at Serena Tulum - Adults Only should not be promoted on airbnb until changes are made. The first review is my and there are many others on airbnd. JD February 2022 I was charged twice for one night. I also left after 10 minutes because it was not a safe place for a woman to stay alone. Pictures below of the tent lock provided were unacceptable. It offered no protection and the zipper was fully available for anyone to open. It would also be easy for a stranger to cut through the canvas lining of the tent. I did not hear anything about security guards at night or during the day, but I was told there were outside cameras ( I could not see them when they were pointed out to me). I was not given any details on how many camera there were or what locations the cameras were placed to ensure max protection. I was also not given a security number to call for help if I thought my tent had been broken into at night. The linens were dirty with yellow stains and the bed was rock hard. The white tent was also stained with green and yellow mold, which I am in fact allergic to. The shower didn’t look very clean and I would have not entered it without wearing my sandals. I also didn’t feel safe leaving my suitcase or personal belongings in the tent during the day or coming back to the tent alone due to lack of security (or security that I knew of). I went back out to the front to speak with the office manager Lupita, and she was one where to be found. I waited for over 10-15 minutes to talk to her about the situation with my tent, but she and other staff members were nowhere to be found.Lupita was very nice and accommodating at first, but was not available when I needed to speak with her about the tent conditions and safety concerns. The pictures online at airbnb are deceiving and the place is not that nice, safe, clean, serene, or relaxing. It was a very uncomfortable situation and I felt scared that I couldn’t find someone to talk to me, even in the daytime .What if that was at night and I was in danger? The main concern is the non- exist safety or security with securely looking at the tents.Also the tents, are covered in mold, the linens looked soiled, the however bottom did not look clean, the pool was green/yellow color (not clear and shown in the pictures), and staff was very difficult to locate. I would like to be reimbursed for the night I paid for. I was only in the room for 10 minutes and didn’t felt scared for my safety and decided that I must leave the right way. Again there was no staff available at the front desk or in that area for support. I have called the what’s up with the phone number listed as well as our Spanish Speaking concierge (from a different rental residence) to try to solve this matter without any resolution or true care. I would like to be refunded for a night of $117.74 on February 11 where I did not stay due to safety concerns. . As of right now, It looks like th