Cacao Tulum -Luxury Condos-

We were put here by Expedia after our old hotel fell through. It was wonderful. Staff was pleasant and extremely accommodating. The property is gorgeous. Few downsides but they were: -TV volume was not working. -Bugs enter the apartment easily (we had the garden suite, which was separate from the rest of the hotel and had sliding doors. Not the hotels fault per say, but still something to note) -Potholes all around the hotel. Not on the main strip where parking is, but the roads on the side are horrendous. Overall though, if I returned to Tulum I would definitely attempt to stay here.

It was a nice place, friendly staff

The property was beautiful and had a lot of potential. The hotel was still being renovated. The rooftop pool was nice and Lize (bartender at the pool) was friendly, helpful, and extremely hospitable. The lady checking us in, and the lady checking us out we’re also friendly and helpful. Location is okay- obviously up and coming area. The last section of the road to the hotel is very bumpy and in poor condition, but there was ample parking available. Location felt safe. Close to downtown for the local Tulum experience, but close enough to the Hotel Zone to experience that as well. Close to a bunch of Cenotes. The private pools on the porches were a nice touch, but wish they were hot tubs instead (was a little too cold to really enjoy the private pool in the evenings). Tip for the shower, when using the hot water, only turn water on half way. If you use the full pressure, the hot water runs out in about 30 seconds, whereas if you use half pressure, the water lasts much longer. Room was new, stated that the units would have washer and dryers in them soon- which would be a nice touch for a longer stay. Rooftop pool has glass circle bottom.

Friendly staff members, Clean and spacious rooms; I only wished that someone had mentioned the bar located on the roof top deck; I found out about it on my last night there.

this place was pretty nice for an developing property. my husband and i came thanksgiving week, had our on private condo. the only thing that was bad was we literally had no towels during our stay because laundry was always being done. once it finishes construction, this will be a very nice place, really close to restaurants/bars as well. we would definitely book again.

The rooftop pool was great. The taxi service was great. The staff was great.

This place was perfect the staff was amazing, the pool area is so nice

I liked that it was a brand new property so things are new and not used a bunch of times by other tourists especially with what’s going on now. I didn’t like that it’s still under construction so I’m the morning you wake to banging or construction noise. The TV didn’t work which sucked the 1st day we were only able to get YouTube Netflix would not work by the 2nd day nothing really worked. Thank God we had out phones and the Wi-Fi kept up to its standards. Place was very quiet we didn’t see another person there apart from the workers. Want really stressed me out is in the day we arrived our taxi went to the address provided and it was not at that place it was a Cacao Spa on Tulum Ave we drove around for over an hour asking people where this place was and got the run around I called several times and the number was disconnected but on one occasion a guy did answer and hang up I kept calling back but got nothing eventually after driving all over the place we finally found it. I was so frustrated I went to check in and asked why they had no phone and the troubles of finding the place and they kind of just nonchalantly brushed it off. We check in her vin our key and is escorted to our room and it’s a small studio with nothing much and a private pool right away I knew my husband wasn’t feeling it and neither was I so I asked to upgrade to the 1 bedroom suite which was an additional $600. We were very pleased with the room large and spacious my only complaint was no tv.

One the property isn’t visible done, pulling up seeing blue paint tap, buckets of dirts and other building materials was truly a unappealing sight. The rooms are much smaller then what they seem. While also being poorly built, while staying my private pool was falling apart, handle to outside gate fell off, main door handle broke and the main pool is was undone and falling apart. This should be issues for a long standing hotel,Cacao was only open for 2 weeks when we came to visit. So why are these issues? Initially before going both me & my boyfriend wrote the property about having it decorated for my birthday and it was agreed upon multiple times. Money wasn’t the issue it was just lack of communication coming from staff, it always felt like we was bothering them when requesting or asking for something. Cacao really need ample amount of improvement in different areas.

Had to leave to go to another hotel due to no water , power, lights all day and told us they do not know when it will be fixed (no sanitation during covid?? Not acceptable) yes there was a storm but they were the only place with nothing working . Across the street people had power and restaurants near by had water lights a/c. Received no accommodations and was told that i can get a refund , now they are ignoring calls from me and Expedia. “Luxury” more like nightmare, sat there just unbothered by our concerns but wanted me to sign off on why im leaving so they could “wash their hands” of the situation. Oh yes others also left , so no we were not being dramatic. I will keep trying to get a refund because this is unacceptable and unfair.