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amazing kids club and amazing service. Definitely one of the top hotels in the area. Staff are hard working and kind. Definitely coming back. only thing is it’s a little pricey, but worth it. Good food and good cafe. Very well thought out hotel

Amazing experience

Started the day at 7:30am on the beach with a nice relaxing yin yoga session with Alan. It s so good to have lots of options on holiday to keep up on the fitness journey and Conrad has fantastic options!  After breakfast my teen daughters and I tried a Pilates class with Alan, quite challenging but fun.  The hotel is gorgeous with all the restaurants, pools and beach but fitness should never be overlooked and it is definitely strong at the Conrad Tulum.

keeping super fit on holiday w Alan

Our stay here was truly incredible and honestly one of the best experiences I’ve had at any hotel, I found out about it through the FHR program through AMEX, and I have to say after this stay this was leaps and bounds better than any other hotel experience I’ve had( they are all great for reference. 

To start, I have to give a special thanks to Ricardo. He was extremely helpful during our stay, but I really want to emphasize the amount of work and effort that was put in prior! He spent MONTHS helping me prepare for my proposal on sight, he coordinated with a photographer, set up spa reservations, activities, and most importantly a private dinner, which was almost stopped by the rain. However, with his quick thinking/ problem solving made it possible we had dinner in Ukai. The level of care, kindness, and detail he placed into this was leaps and bounds better than any service and im truly thankful for all he did to make it possible, the day Misael helped with the actual proposal. He was extremely communicative and helpful during the day of with coordinating the photographer/ dinner to make sure everything was executed to perfection. Together they truly made this the best experience of our lives and im so grateful for that! 

Next, the breakfast was second to none, we were no strangers to daily stations. However, it was the staff that truly made it amazing, Luis, specifically designed a custom piece of art that we have (grasshoppers) as a token of our engagement, this gesture truly was so kind but his service and attention to detail during our stay in as second to none. He was a huge part in making our stay special. 

Another highlight, was the Mexico Wine tour. We’ve taken wine tastings, however the experience that was cultivated is second to none, our understanding for the Wine and food and culture in Mexico has deepened as a result. We were instructed on various techniques to truly get the best out of wine, the wealth of knowledges that Aaron has is truly second to none and I felt it was an honor to have completed the tour. 

This stay was truly second to none, and we were moved not just by the beauty of the resort , but the people the staff here welcomed us with open arms in a way we’ve never experienced. Excited doesn’t quite encapsulate, the feeling I have for coming back. Thank you to all the incredible staff for making this an unforgettable experience, you have gained a life long fan, and I plan to come for many years to come.

20/10, life changing experience!

Let me start with the bad and end with the good, and state that I would probably have given 5 of 5 if our first impression at arrival was met.

We were very disappointed and treated the worst having been long standing Diamond members and AMEX platinum elite hotel booking customers, and we have never experienced such a blatant disregard of our status and loyalty.  The hotel completely missed every opportunity to make things right and did not even care.  Our check in was at 12pm and our room was not ready until ~8pm, we were never offered waters, nor told how they would instruct us that our room was ready.   Additionally, upon arrival we were told to sit in chairs while they processed our reservation and we spent almost 55 minutes until we had to get up and see what the heck was going on.  To our surprise, we were told our room was not ready when it was almost 2pm at that point.

Now the good, there was one person in particular that I believe is a new hire and a a great addition that managed to make us a fan of the hotel service.  His name was "Jorge" but there are 3 Jorgres on site, so this Jorge was the dedicated pool concierge staff I believe his last name was "Tek?".  Not sure how to spell that.  He went above and beyond and acted as a dedicated concierge for us where he was picking up the slack of the hotel in areas that were not satisfactory.  (one instance our bracelets did not work to get into our room and he walked us to front to get replaced).   Overall he was our main POC and managed to sway us into deep fans of the overall 5 star experience that we had expected. 

Overall fixtures, room and everything else was quite breathtaking and definitely deserves the 5 star status it claims.  And the FOOD ... this is the best food we have had in Tulum thus far and we are dedicated Tulum locals because we live in NYC and it is quite accessible for our MX trips.  If there was something not on menu that we wanted, they were able to accommodate and go above and beyond, such as our spicy watermelon margarita ;)

All in all, giving 3 out of 5 unfortunately because our first impression was so terrible that we wasted 1 of our 2 days there being so upset and feeling disregarded and not thankful for our loyalty that we receive regularly in the Hilton family.  And as they say, "first impressions are everything."

First impressions are everything

We just arrived at the Conrad Tulum. Although it was quite difficult to obtain information about Ceiba Club, we booked it. We love that part already. Completely separate check-in and wonderful free food and drinks all day in their private lounge. 

My big complaint is we booked a CEIBA OCEAN VIEW room & our view is mostly trees and if you look to the side you see ocean. You can book a PARTIAL ocean view room which they also offer & is less expensive. The regular rooms at 550ft are already on the small side so then to have a different view that what you paid for is quite an annoyance.

The employees are very kind. Today we’ll use the gym & teen club. The food is very good-both pretty and more importantly tasty. 

The pools are beautiful, the beach is tiny. Bring mosquito repellent. We already got a few bites day 1.

I’ll update the review at the end of our trip.

Disappointed with room

A SANCTUARY OF WONDER ON THE COAST OF RIVIERA MAYA

Among the mangroves of the magical Riviera Maya, ancient roots and a future-focused commitment to sustainability blend in a mesmerizing dance. Seek serenity in our luxury spa and uncover your sense of wonder in our resort with five pools, 11 restaurants and magnificent views.
The nearest airport, Cancun International Airport (CUN), is 96 kilometers away. Contact our concierge to arrange transportation for your arrival. Tulum is a Magical Town with an eco-chic atmosphere that provides a spiritual and relaxing sensation. Enjoy beautiful white-sand beaches, lagoons, cenotes, and caverns that show the beauty of nature in all its splendor. The ultimate place for an unplugged beach vacation, explore historic ruins and the Sian Ka'an Biosphere Reserve as well as shops and restaurants.

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Conrad Tulum Riviera Maya