Azulik - Adults Only

I expected more

2.0

While we thoroughly enjoyed the incredible rooftop, our overall stay fell short of expectations. The air conditioning in our room was ineffective, leaving it quite warm, and the dining menu was very limited. Additionally, we found the service from the concierge, Paola, to be overly aggressive. She aggressively pushed car rentals and transportation from the moment we arrived. It eventually reached a point where we felt uncomfortable even asking questions, as every interaction turned into a relentless sales pitch

Poor Customer Service

2.0

AZULIK is undeniably a stunning property with breathtaking surroundings, unique architecture, and an outstanding spa. Unfortunately, the exceptional setting is overshadowed by some of the worst customer service we have experienced. During a severe storm and rain poured through our palm-thatched roof, flooding our room. Because we were never warned this could happen, our electronics were left exposed, damaging our GoPro SD card and permanently destroying irreplaceable vacation memories. We reported the incident immediately, yet over the following days we were repeatedly redirected, told managers were unavailable, ignored at the Front Desk, and received no meaningful response despite contacting management directly. No one accepted responsibility or followed up. We understand that unexpected incidents occur. What is unacceptable is the complete lack of communication, accountability, and concern shown by hotel management. At over $600 USD per night, guests deserve far better. We have requested reimbursement for the damaged equipment and compensation for the way this matter was handled, but our concerns remain unresolved. While AZULIK is visually spectacular, beautiful architecture cannot compensate for poor hospitality. Based on our experience, we cannot recommend this hotel. There are many luxury resorts in the Riviera Maya that value their guests and provide the level of service expected at this price point. Future travelers would be well advised to spend the money elsewhere.

Watch from scam !!

2.0

My name is Elia. My wife and I chose this hotel as the first destination of our honeymoon and stayed from June 30 to July 3 in a Sea Villa, expecting an exceptional experience worthy of such a special occasion. Unfortunately, our stay turned into one of the most distressing experiences we have ever encountered. Prior to the incident, we explicitly requested that our room not be serviced—a standard request that is routinely respected by hotels worldwide. On Wednesday, we carefully counted our cash and placed it in what we believed to be a secure location within our room. Two days later, we discovered that approximately 9K in cash ( which is nearly half of our money for the honey moon) had been stolen. While the theft itself was devastating, the hotel’s response was even more alarming. Rather than demonstrating concern or offering meaningful assistance, the staff simply instructed us to report the matter to the local police. Upon doing so, we were informed that the investigation process could take several months. Most disappointingly, the hotel management refused to take even the most basic investigative measures. Despite our repeated requests, they declined to review the CCTV footage or examine the electronic key-card access records for our villa—steps that could have helped clarify what had occurred. Instead of treating us with empathy and professionalism, the attitude displayed by several staff members, including the hotel manager, was dismissive, uncooperative, and, at times, openly disrespectful. Following our check-out, we returned to seek further assistance and clarification. Rather than engaging with us in a constructive manner, the hotel refused to allow my wife to enter the premises and effectively escorted us away. Such treatment was both humiliating and entirely unacceptable, particularly considering that we had been guests in one of the hotel’s highest-priced accommodations. This experience has left us deeply disappointed. We understand that unfortunate incidents can occur at any property; however, the true measure of a hotel’s integrity lies in how it responds when its guests need support. In our case, we experienced a complete lack of accountability, compassion, transparency, and professionalism. For these reasons, I cannot recommend this hotel to prospective travelers. What should have been the beginning of a memorable honeymoon became an experience defined by financial loss, emotional distress, and profoundly disappointing customer service. I sincerely hope the hotel’s management will reassess its policies and its approach to guest relations so that no future guest is subjected to a similar ordeal.

Do the Mirador at Sunset, Best Vibes

10.0

My sister came for a Mother’s Day visit. It was my gift to her, and we went to see the Mirador. It was pretty pricey. It was 1000 pesos, and it came with one cocktail and entrance to the Mirador. When we got there, it was so beautifully designed, I had a great view of the jungle and the ocean, and there was a DJ that made it a unique experience. The waiters were very attentive, and it was a very photogenic location. Perfect for sunset. We had dinner reservations elsewhere, so we didn’t get to eat there; and note that if you do decide to eat there, food is overpriced…however, if you want a great afternoon and a wonderful view, a one-of-a-kind experience, this is a must visit in Tulum.

SERIOUS SAFETY WARNING!!!

2.0

⚠️ SERIOUS SAFETY WARNING ⚠️ I need to share this so no one else goes through what I did. I recently visited and was taking a tour for a group I was looking to bring in to the hotel. During an official tour of the property with the manager Edgar, I fell through a rotted/unsecured board and my legs were dangling in the air two stories up. As my friend and the manager stood there and watched, my legs were caught in a board over the jungle, I had to pull myself up by a palm tree that was growing out of the board while the board was ripping into my stomach which was bleeding badly. I now have a 8 inch scar in my stomach, and Will be scarred for life. My back and ankle were seriously injured. I hurt everyday. To their credit, staff did help get me out and transported me to the emergency room, and covered that initial visit. If I had of been unconscious, there would have been NO way to of been transported out of the resort. The moment doctors confirmed nothing was broken, the resort did their best to push me away, took me back to my car and later after contacting the manager, he claimed he needed to be offsite. I have all what’s app messages from them claiming no responsibility, all pictures of the broken board and their medic treating me. After now 8 whats app requests. No acknowledgment of what happened on their property. Complete radio silence. They offered me a complimentary stay for 2 nights like a weekend was going to make up For my pain and scarring. They would NOT even replace the 250.00 dress that was ripped up by the board. Here’s what I want every traveler to know: 🔴 “Nothing broken” does not mean “not seriously injured.” I am in significant pain and dealing with the aftermath of a very traumatic fall. 🔴 This resort has structural hazards that injured a guest during an official tour — and they are now avoiding all accountability. 🔴 If something like this happens to you, document EVERYTHING immediately — photos, videos, witness names, medical records, and any communications with the resort. I am sharing this publicly because guests deserve to know the safety risks are at this property and how this ownership handles incidents when they occur. Do your research before booking. Know you can be hurt very badly. It is a very dangerous place to stay. The only light at night is candlelight, there is no light in the rooms. if this had of happened at night. I could have been there stuck in the hole or worse. If you go, be very careful. And if you’ve had a similar experience at a resort in Tulum, please share — you are not alone. Stay safe out there. 🙏

The best hotel with museum

10.0

This is one of the best hotels I've ever stayed in. Everything is natural, close to nature, and the food is amazing. At the Elixik restaurant, the waiter, Cecilio, was the best; he was very kind and gave us a lot of information. It's hard for me to describe this place in words; you simply have to come and see it.