I love the service, I like it was cozy and in nature
The good: absolutely beautiful hotel and pools. We booked the jacuzzi rooftop room and were thoroughly impressed. The housekeeping and grounds cleaning crew did an impeccable job. Overall food was great at both restaurants and room service. Free bikes available is a nice perk. The bad: Service was not up to typical Kimpton standards. They are most likely understaffed and have a lot of employees who are new to the service industry. Also if you booked the room in 2021 be forewarned that they no longer offer free beach shuttle access. They don’t tell you, you have to ask. The beach club hotel they partner with, left us walking for 3km to main road because they refused to order us a taxi. Probably better to ride the free bikes there. Additional: We had an issue with ants in our jacuzzi the first night of stay. Obviously this is a jungle so some bugs are to be expected but we couldn’t even use the jacuzzi because there were about 100 large ants pumping out of the jets. After we reported it the next day they cleaned it and had no further issue.
This property was all I was looking for. From the moment I came in the staff was very welcoming and I felt instantly relaxed with the ambiance. I was coming from busy and loud NYC and Kimpton Aluna Hotel provided the quietness and calmness I needed.
The hotel's payment processing machine was of poor quality and would not accept our RBC visa infinite cards. As a result we had to pay resort fees in cash, and were not able to have a card on file for restaurant purchases all week. This was very inconvenient and incurred unnecessary fees.
Tulum National Park is within a 5-minute walk of Kimpton Aluna Tulum, an IHG Hotel while other popular sites like Tulum Mayan Ruins are within a few miles (5 km). This 78-room, 4.5-star hotel has 2 outdoor pools along with a full-service spa and a poolside bar.
For your convenience, a buffet breakfast is served for a fee each morning from 7:30 AM to 11:30 AM. Satisfy your hunger from the comfort of your room with room service.
40-inch Smart TVs come with Netflix, and guests can stay connected with free WiFi. Beds are dressed in premium bedding and down comforters, and bathrooms offer free toiletries and bathrobes. Balconies or patios, iPod docks, and ceiling fans are also available.
Guests of Kimpton Aluna Tulum, an IHG Hotel have access to a full-service spa, 2 outdoor pools, and a 24-hour gym. Free valet and self parking are available, and there's also a beach shuttle. The front desk is staffed 24 hours a day to help with concierge services and luggage storage. If you like to take your furry friend along on your adventures, this pet-friendly property offers food and water bowls. Other amenities at this luxury hotel include free WiFi in public areas, a 24-hour business center, and a meeting room.
I love the service, I like it was cozy and in nature
The good: absolutely beautiful hotel and pools. We booked the jacuzzi rooftop room and were thoroughly impressed. The housekeeping and grounds cleaning crew did an impeccable job. Overall food was great at both restaurants and room service. Free bikes available is a nice perk. The bad: Service was not up to typical Kimpton standards. They are most likely understaffed and have a lot of employees who are new to the service industry. Also if you booked the room in 2021 be forewarned that they no longer offer free beach shuttle access. They don’t tell you, you have to ask. The beach club hotel they partner with, left us walking for 3km to main road because they refused to order us a taxi. Probably better to ride the free bikes there. Additional: We had an issue with ants in our jacuzzi the first night of stay. Obviously this is a jungle so some bugs are to be expected but we couldn’t even use the jacuzzi because there were about 100 large ants pumping out of the jets. After we reported it the next day they cleaned it and had no further issue.
Dear Guest, We recognize your time is valuable and appreciate the feedback you have provided. Maintaining a fresh atmosphere within our guest rooms and common areas is always a key priority. On behalf of the entire team at Kimpton Aluna Resort Tulum, I sincerely apologize for falling short of not only meeting your expectations, but ours as well. Rest assured, the feedback provided will be shared with the appropriate hotel team to ensure we consistently deliver upon guest expectations. As a valued customer, thank you for choosing us to accommodate you during your travels. We hope to see you again whenever your travels bring you back to Tulum!
This property was all I was looking for. From the moment I came in the staff was very welcoming and I felt instantly relaxed with the ambiance. I was coming from busy and loud NYC and Kimpton Aluna Hotel provided the quietness and calmness I needed.
Dear Guest, Thank you for choosing to stay at the Kimpton Aluna Tulum Hotel and providing your honest feedback. We hope to see you again whenever your travels bring you back to Tulum!
The hotel's payment processing machine was of poor quality and would not accept our RBC visa infinite cards. As a result we had to pay resort fees in cash, and were not able to have a card on file for restaurant purchases all week. This was very inconvenient and incurred unnecessary fees.
Thank you for taking the time to share your valuable feedback. I am the Experience Manager at the Kimpton Aluna Tulum Hotel. It has come to my attention that the service you received during your recent stay did not meet your expectations. For this, I sincerely apologize. The experience you described is not characteristic of the level of service our associates strive to provide. I would love the opportunity to hear more about your recent stay in an effort to prevent this issue from occurring in the future. Please let me know the best contact number and time to reach you, or feel free to contact me via phone anytime in order to restore your confidence in the Kimpton Aluna Tulum Hotel.
Dear Guest,Thank you so much for your comments we will share with our team!Hope to see you soon