Absolutely the worst arrival experience we had with this hotel. They waited until we arrived there late at night to inform us that the AC was broken in our room and there was no other rooms available that they could switch us to. Note that it is hot in Tulum and there was no way we were able to sleep without an AC. For something so crucial they should have contacted us earlier so we would have had time to make alternative arrangements. The staff said it was going to be fixed the next day and when we called the next day, they said “it was going to be fixed tomorrow” again. Thankfully after our first interaction we felt they were super unreliable and already replaced our booking with another hotel. The worst part when we asked for a full refund as we never stayed, the “manager” was never there and they kept asking us to call back tomorrow. Before when you book with this place.