Be Tulum Beach & Spa Resort

Hotel concept, design, location, rooms are extraordinary. But. Do not expect service, Be Tulum is more like super exclusive Bed and Breakfast type of hotel. Think they feel strong monopoly position in premium segment and are not inclined to deliver premium service, why would they, people still come because premium is in scarcity here. Lots of little things we did not like on the service side that irritate: there was no EU adapter at reception (taken by other hotel guests) so they got one for us and wanted to charge 25 USD; recommended restaurants in Tulum which were super retail type of central location restaurants (did not match our request of the restaurant type); did not know what is happening in town in terms of recreational program/events -had to squeeze info by making them look it up in the internet; were not listening what we want from excursions/not very aware re excursions - said we cannot go to national park alone (Punta Allen as one of destinations there) and need guide to escort us there – offered private tour, of course. Well, that is not true, guide is not obligatory to go to the park; sauna - first they say its free for 1 hour, then at the SPA reception they say we cannot use it unless we book a massage, then at hotel reception they say it is possible only during certain time slots. No major defaults, but fails come one after another and overall impression is that personnel is not informed, is too relaxed and just don’t care, have a feeling that management is not present here. Sadly, my cell phone was stolen, left it outside the room next to our private swimming pool in our private area before going to bed and in the morning it was bye bye....should have warned that this happens here. Instead, upon check-in we were told that everything we leave at the hotel territory will be collected and returned. Someone from reception followed with comments later that all staff was checked and no phone was found- as if I care about the process.