Xbalamqué Theater

I’m rating this property 5 stars because the rooms are wonderful!! The beds are very comfortable, bathroom is huge and the shutters make the room dark. The icing on the cake is the private pool in the patio! If you asked for the staff to warm it up, it stays on until 10pm and it’s the absolute perfect temperature. I’m not sure if all the upstairs rooms are the same but we were put initially in an upstairs room and the AC was via control and very weak, making the room hot. They immediately moved us downstairs and it was the perfect temperature with actual central air conditioning. The ambiance in the hotel was boring as not many people on the property. The beaches in tulum are ugly due to algae and the hotel pool is a joke, barely bigger than a jacuzzi. Also the hotel food is not that good. BUT like I said, perfect room with an amazing private pool. The hotel is within 1/2 mile from the main strip (1 mile from major clubs, 20 min walk). The area was very safe to walk even though the hotel is not right next to the action. Gym is also small but has weights up to 60 lbs dumbbells, cardio machine, bench and curl bars. The staff is very nice and even though we staid out late every night in the pool, they never said anything to us. I’d definitely stay here again.

We had the best stay at the Sana hotel. First off we got in at 8am however check in was at 3pm and they kindly gave us a courtesy room to settle in which was amazing so we were able to shower and not sit in the heat for hours! This was thanks to Anda who was working the front desk at the time. She was amazing and super helpful! Then we got moved to our other room which our AC started leaking so we had to move rooms and they moved us to the Penthouse with a private pool. Thanks to Jonn, he gave us this amazing option and it really made our stay absolutely incredible. He also helped with all our transportation which made it super easy and stress free. The service was EXCELLENT! I was in contact with the front desk on whatsapp the whole time and they respond immediately. Even the kind workers who brought our room service up to the pool for us was just over the top so kind and amazing people. We highly recommend this hotel to anyone who is looking for a romantic relaxing vacation. This was the best hotel my boyfriend and I have ever stayed at and we will definitely be back.

MOST of the staff and workers did amazing with what they were able. We truly were spoiled by our room service, house cleaning , Aaron and Rogelio ( the butlers) and food staff! However a tad irritated with some things communicated by the office. purchased a room that was sizable for my family online and instead got downgraded to one bed and a hard as a rock pull out couch. (Told no guarantee on rooms and subject to availability) . Tried to make the best out of it but after five days, your body aches tend to come in full force. Beach was completely unusable. Like completely. I understand nature is unpredictable (seaweed) but refusing to have any compensation or offer alternative transportation to another beach for even a limited time is crazy when working in hospitality and promoting the resort. We were all very disappointed by not just the no beach (not their fault) but them not wanting to help us get to/from a usable one. They just kept saying “not our fault” . It’s not mine either :/ but I’m not running a resort that promotes beach access and thrives on happy guests. All in all - the actual place is beautiful and people are so friendly. Just don’t expect the “higher ups” to care should you have an issue.