The Waves Tulum by BNB Experience

The property was in a convenient location I feel like our room was very dirty. The sheets had stains, the toilet seat was broken, also leaking water everytime you flush the toilet. Private pool in room was so dirty water was green many dead bugs floating in it. Also the shower head was hanging.

Dollar Pesos exchange rate added nearly 50 usd to overall price. Thats scandalous! What rate are you using??????

We found the left over of a joint behind our couch?? The kitchen has NO utensils or basics like sugar and coffee. We also had NO drinking water provided so we had to drive around at almost midnight (when we arrived) to find some. The staff were nice and decent but can definetely improve their customer service! Other than that, we had a great stay!

Nothing. Run down. Moldy smelly. Nothing works. I had seven curtains in my room and they were covered in mold the smell was horrendous and they refused to change the room said I’d have to pay more. The toilet wasn’t flushing the next day. Stove not working and in the morning I realized my bed is covered in black hair. They never changed the sheets. Refused to give partial refund or anything.

This was a horrible experience. They do not have good business practices at this establishment. I booked my stay through expedia but when i get to the property, they did not honor my reservation. They told me that they do not do business with expedia any longer and i had to pay them at the property if i wanted a room. They also told me that i was responsible for getting a refund from expedia. Rooms are not very clean. Horrible area in the slums. Broken toliets. Bad plumbing. Not like pictures. This was a horrible experience. They do not have good business practices at this establishment. I booked my stay through expedia but when i get to the property, they did not honor my reservation. They told me that they do not do business with expedia any longer and i had to pay them at the property if i wanted a room. They also told me that i was responsible for getting a refund from expedia. Rooms are not very clean. Horrible area in the slums. Broken toliets. Bad plumbing. Not like pictures.

This was a horrible experience. They do not have good business practices at this establishment. I booked my stay through expedia but when i get to the property, they did not honor my reservation. They told me that they do not do business with expedia any longer and i had to pay them at the property if i wanted a room. They also told me that i was responsible for getting a refund from expedia. Rooms are not very clean. Horrible area in the slums. Broken toliets. Bad plumbing. Not like pictures.

OUR BREAKFAST WASN'T INCLUDED.

Good value for the money.

I would have liked that they include coffee if there's a coffee maker

The rooms are comfortable, A/C works good, 4 pools, quiet, good location and good parking. They charged us an extra 75 usd above what booking.com said the price was because they use there own exchange rate. There is no dish soap, coth/sponge, drying rack. No one came to clean or ask of we needed anything. It is a good place but there are 1000 more places I would pick next time.

for the price this is a great stay! AC works, rooms are clean, pools are nice, and staff is lovely. People say the road is poor, just make sure you turn in from the side with the Pemex gas station and you wont have to drive it. No room cleaning service. Its clear the place is unable to keep up with some of the maintenance but overall its a nice place. threres some loud music from the neighbors but you will get that anywhere in tulum.

As a mom with two children, especially one child being 2 years old, we loved the little splash pool with the boat and the slide! But even my 10 year old got out there and played :) That the restaurant or cave cenote wasn’t open but I understand/understood it wasn’t busy and maybe that was the reason why? Our toilet didn’t work properly and the shower didn’t get hot.

Pretty good property, the staff is amazing. Very present and comforting.

Great price, great location. Absolutely loved the private pool! I wouldn't call it a hot tub because it's cold! Very clean room, great quality internet. I am very pleased with this property. There were no pans to cook with. There was only 2 pots to cook with.

The overall layout of the hotel, swimming pool and walkable ares within full of trees & greeneries. The access to the hotel is through an unpaved road, and was full of water and mud - it was impossible to walk out of the hotel to connect the main road. Access through a car was OK. The hotel front-desk staff were very unwelcoming & unfriendly, and the check-in process took almost 2 hr. There was an electricity outage for the entire hotel, due to which we did not get the keys for our rooms until almost 5pm. The rooms were bigger in size, however, the quality was very poor (see the pictures) - furnitures were old and damaged, very poor bed quality, room walls were dirty & molds visible. The bathrooms were not clean; faucets, sink, shower-head and toilets were old & rusty. There was kitchenette in rooms, which had dirty un-clean utensils plates and silverwares, which were unusable. Also, the kitchenette cabinet shelves were moldy and smelled really bad. When we reported those to the front-desk staff the response we received was - "this is one of the best hotels in Tulum, and feel free to leave if you don't like". Overall, it was very unpleasant experience staying at this hotel. I hate to write any bad review, however, our experience at this hotel was terrible enough for me to write this review.

It would be great to have a cattle in the room as most Europeans like their hot beverages.

Do not use Booking to book anything, they will steal your money. The first unit they gave me was dirty so i requested a new room. The second unit had a broken toilet and no internet. I requested to cancel my booking and the onsite manager, Jesus, said my refund would be approved. Booking claimed they were not getting a response to phone calls or emails. I asked Jesus and he said that the owner of the hotel is the only person with access to the email associated with the booking account, and does not respond to emails. Jesus told me he would email booking to approve my refund. Booking says they will not accept communication from unverified emails. Booking is trying to steal $1500 from me.

Location Clean

Not very clean, water smelt like rotten eggs, lots of animal poop on the roof/terrace

Anything is broken, it does not get fixed. I book the room with breakfast but they provide a continental breakfast where it has only 2 slices of toast and juice or fruit.