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Disappointing Stay – Construction, Noise, and Poor Service Our stay at Kannan Tulum from Thursday to Saturday in October 2026 was extremely disappointing. The hotel appeared to be an active construction site while we were staying there, which significantly affected our experience. There was constant construction noise from the floor above, making it difficult to relax. The rooftop bar was closed, the spa had no staff available, and when we asked the reception team about it, they simply said they didn’t know. To make matters worse, we had no hot water during our stay. The front desk service was equally disappointing. The reception was staffed by two young trainees who were frequently on their phones and were not helpful when we needed assistance. There was a clear lack of communication, professionalism, and basic guest support. Noise was another major issue. The beach club played loud music continuously from 8 AM to 8 PM, and the rooms are not properly soundproofed. This meant there was virtually no opportunity to relax in the room during the day. While some music might be expected at a beach club, having it blaring for 12 hours a day, combined with construction noise, made the experience exhausting rather than relaxing. The pool was also a letdown. It is part of the beach club and extremely shallow, making it unsuitable for actual swimming.

We have been to this resort 7 or 8 times now and it’s by far our favorite place to go. We opt for the 1BR ocean view suite. The resort itself is always clean and well maintained. The bed has always been comfortable for us. The food is good and enough options. One of us drinks, one of us doesn’t and we will typically go off resort at least a couple times for other dining options, so we don’t always do AI, but if you drink, it would probably be worthwhile.

I wish I had checked Reddit before booking this all-inclusive stay. Like other guests, we had cash stolen from our room. The money was taken from a zipped pouch on the side of my husband’s backpack. I’d recommend using the safe for valuables at all times when you are away from the room. The only other problem is room ventilation with the constant smell of mildew lingering in the air. We enjoyed the amenities, including the family water park, pleasant beach with nicely shaded beds, arcade room, fitness center, and top shelf bar in the main lobby.

Great customer service wonderful staff Sandra & Cesar from Vistas were amazing. Loved her! Carlos the manager that was at Vistas and Agua Bendita was wonderful and very attentive. Luis at Agua Bendita was also amazing. Loved Diane and Emmanuel the bartenders at Serenity Lounge. They both made great drinks. Diana is awesome and super nice. Blanca is the best she was in the pool area very attentive and wonderful. Loved her! Unfortunately, we didn’t get Nacho the butler. Next time we come, we will request him. The butler we had was ok. She did well on making our restaurant reservations and responded to our text when needed and for that I am grateful. We had a blast in the pool. There were a lot of fun activities. Good music during the day, and in the evening. Definitely recommend the spa. It was relaxing and wonderful.

I really liked this hotel and the comfort it provides is unmatched. Every one of the staff members is really attentive and nice. The only reason I’m giving it 4 starts instead of 5 is the food. Out of all the restaurants around this hotel, just one met my expectations.

Our room was beautiful! We were very disappointed with the restaurants that need a reservation. You can only book a reservation at 9am and they must limit the amount. And when we finally got a reservation the restaurant was empty although it said it was booked. The food in the reserved restaurant was poor. Also, on the second to the last day, they stopped stocking our beverage refrigerator. The activities are not listed on a handout or on the TV guide. So you are left guessing. The food in the buffet was delicious and the staff was incredible!! And the staff outside was also amazing. We would return if they made changes.

Great customer service wonderful staff Sandra & Cesar from Vistas were amazing. Loved her! Carlos the manager that was at Vistas and Agua Bendita was wonderful and very attentive. Luis at Agua Bendita was also amazing. Loved Diane and Emmanuel the bartenders at Serenity Lounge. They both made great drinks. Diana is awesome and super nice. Blanca is the best she was in the pool area very attentive and wonderful. Loved her! Unfortunately, we didn’t get Nacho the butler. Next time we come, we will request him. The butler we had was ok. She did well on making our restaurant reservations and responded to our text when needed and for that I am grateful. We had a blast in the pool. There were a lot of fun activities. Good music during the day, and in the evening. Definitely recommend the spa. It was relaxing and wonderful.