The Waves Tulum by BNB Experience

The villa suites are huge, I just wished they paid attention to detail more. Certain things could’ve been better but honestly it’s a new place and they’re still developing it so I will cut them some slack. The staff is very friendly especially at the front desk. You get a lot of privacy which I appreciate and there is always an accessible parking lot if needed. Overall I had a good experience. Lots of pools, lots of restaurant options to choose from. If you need more options, the Tulum strip isn’t too far away. I recommend renting a car if you’re visiting Tulum so you can really explore everywhere conveniently.

In general, our stay was nice. Breakfast was good and sauna y gym are ok. Gym needs maintenance but we worked out with the machines that we could.

Treatment by the personnel was excelent! Front desk guys were always very helpful and nice. Property was modern everywhere. Only thing I would've change is there could have been a pool bar.

We stayed at The Waves recently and unfortunately had a mixed experience. While the hotel is relatively new (3 years old), it already shows signs of needing significant maintenance. Several issues detracted from our stay: missing amenities in the room (chairs, pool towels, bathmat, hand towels); a lack of cleanliness in the bathroom (dirty sink and faucet); and malfunctioning elevators. The pool area also showed signs of neglect, with broken sun loungers and a hanging, broken light fixture over the pool/balcony of our room. The hotel's location is quite far from the city center, making it inconvenient to walk, and the access road is difficult to navigate by car. Furthermore, services were limited during the off-season. Overall, while the hotel has potential, significant improvements are needed in cleanliness, maintenance, and amenities to justify the price.

This hotel has much potential but seems only half finished and very ghost like as parts of the building have not finished construction, many fountains were not turned on, while other parts were full of rust and not maintained despite the hotel being less than 2 years old. The rooms are very nice on the inside with a little kitchen and are kept clean. But the outside of the hotel, metal parts around the pools etc. are rusty and dirty. The breakfast buffet was OK, but without so many options. There was no lunch or dinner service. Also the pool bar only opened one of the three days we stayed there, and only in the afternoon/evening.

Awesome staff, beautiful rooms, easy to get in a out of the property, two garages, a lot of pools, the meals were more than excellent. Very satisfied and would recommend. The only downsides were that we rented at this particular location because of the cenote which was closed the whole week we were there and the pools weren't looked after very much, lots of debris (don't mind this) but the main pool was green our last two days there.

This property is more of a hotel rather than a resort. It is clean and safe with easy parking. It seemed deserted most of the time with few people staying there. The fountains are all turned off, the infinity pool is slowly evaporating away. The restaurant was not very tempting and the pool bar was never open. It is a great place if you are just expecting a hotel and not a resort. Rooms were clean, plunge pool was clean on our porch and it had easy walking access to one of the main roads in Tulum. We always felt safe in and around the hotel.

Half the facility were out of order. The taps leaked and room was very mouldy. Walls and linens were dirty.Pools were lovely. Gym was great. The grounds were very beautiful. The staff was young and not helpful.

Apart from the unclean and algae-filled jucuzzi attached to our room, the Waves Tulúm is a lovely facility. The concert area surrounding the jucuzzi was rather unclean, so it could have used some cleaning. There were a couple power outages while we were there, and the WiFi in the room was very weak. Walking around the area was safe. The front desk staff was quite helpful.

Reserve este lugar para relajarme teniendo más opciones sin embargo me llamo la atención que ofertaban un cenote dentro de las instalaciones y servicio en Pool bar, cuando llegue y procesaron el cobro, al acompañarnos a la habitación nos comentan. Que el cenote estaba cerrado por que debía tener mantenimiento y no estaría disponible por varios días, que no había servicio de Pool bar en la piscina. El hotel cuenta con 3 piscinas pero La piscina redonda estaba con aspecto sucio el agua se veía color verde. Entonces pensaba irme y reclamar mi reembolso pero solicité a hotel. Com intervención y nos regalaron los de administración de hotel dos pases de masaje relajante lo cual compensó parte del plan de relajación , la señorita Noemi de recepción fue muy atenta y amable el personal, el inconveniente solo que las instalaciones que mencione necesitaban mantenimiento urgente. La comida del restaurante estaba rica. Pero los platos que me tocó tomar en el desayuno no olían a bien lavados pedí amablemente que lo volvieran a lavar y el personal retiró todos y los volvieron a lavar, creo que falta más supervisión de quien administra para mantener en óptimas condiciones el hotel que es muy lindo su aspecto. Ya que tienen un concepto como departamentos, las habitaciones están muy bonitas y completas con cocina, refrigerador y mini alberca, me gustaría volver y ver qué hicieron cambios por que las instalaciones lo valen,

The place was very dirty. Doesn’t seem to have a lot of staff. We didn’t even go in the pool because the water seemed sketchy.

It was dirty

En general todo muy bien disfrutamos la piscina en la noche con los niños

The property was beautiful but appeared neglected. Many of the balcony pools were green. There was a small cement trench circling the garden - the water was also green. Chair on our balcony was rotting and had metal sticking through. Bathroom sink and faucet had a sticky substance I had to wash off before we could use. Kitchen faucet as well. Kitchen counter sticky and cloth came away black. One hand towel and two bath towels, no face cloth. We bought dish soap so we could clean the area. No dining options nearby and taxis very expensive. We are happy to walk generally but it wasn’t really an area it was safe to walk in the dark. We checked out 3 nights early.

Dirty sheets, dirty floors, dirty jacuzzi, etc. The staff was young and oblivious to what the patrons/rooms needs were. We had to ask for clean sheets, toilet paper, and room service, and they seemed bothered when asked. FYI, this hotel is built in the middle of the Tulum slums displacing the already struggling population. 0/10 stars would NOT Recommend!

Albercas sucias y no había agua en la mañana para bañarse

This hotel was absolutely phenomenal. It was clean, our room had a completely stocked kitchen, plenty of closet space, the bathroom was a decent size with good water pressure and the view from the balcony was gorgeous. The breakfast buffet was also very delicious. The staff were all very helpful and accommodating as well. My only critique was the pools…they were not very clean and that stopped me from swimming in them.

I've stayed at this property twice. First in Feb 2023 and again may 2024. The condition of the rooms have gone down hill. There was mildew covering the shower head and every other piece of metal in the bathroom. The show also had mildew stains in the back corner. Other than that the stove top didn't seem to work or I couldn't figure it out. The staff is always kind and helpful. The rest of the room outside the bathroom was clean. The pool bar was only open sporadically and you must pay there so have cash or card in the pool with you as you can't charge to your room. We took Taxi's every where we went so the location wasn't a bother to us, but I definitely wouldn't say this hotel is in a great walkable location especially after dark it gets a little sketchy. All in all good budget hotel you get what you pay for. I would say pick a side if your more of a town person stay in town and save on taxi's and if your all about the beach stay at the beach. It cost roughly 30 dollars each way to the beach and 15 each way to town by taxi.

The overall appearance of the hotel is nice but there is a lack of cleanliness as well as the water system is not the best. The staff is nice. To go into details about cleanliness the sheets were not clean on day 1 of check in. There were obvious stains and i had to ask for them to be replaced. Also the towels and wash cloths are not clean. I understand that guest will tend to dirty up wash cloths and towels but that’s when they need to be replaced after so many washes. You can’t keep reusing them. I had to consistently ask for them to be replaced. When speaking with the office I was told that they weren’t dirty. I had to bring the wash cloths to the office to show them. I was told customers throw them in the trash and it cost them money. I was stunned. If you don’t mine random dogs running around the property and pooping on the grounds.

Stains, mildew smell!!, leak in kitchen, bedbugs (?) biting on stained sofa. The private road was so flooded after a rainstorm, that we had to wait five hours before we could even drive in. Needs to be graded and taken responsibility for. Kites blamed the Mexican government.The place obviously hasn’t been maintained since it was built. Looks like they built it next to a slum and then ran out of money and have let it coast for a few years.

The villa suites are huge, I just wished they paid attention to detail more. Certain things could’ve been better but honestly it’s a new place and they’re still developing it so I will cut them some slack. The staff is very friendly especially at the front desk. You get a lot of privacy which I appreciate and there is always an accessible parking lot if needed. Overall I had a good experience. Lots of pools, lots of restaurant options to choose from. If you need more options, the Tulum strip isn’t too far away. I recommend renting a car if you’re visiting Tulum so you can really explore everywhere conveniently.

Spacious and Quite… over all Excellent ..

All in all good for the price

Everything inside the hotel was great just horrible view and taxi driver charge a lot. Hotel for been on a budget was great

I've stayed at this property twice. First in Feb 2023 and again may 2024. The condition of the rooms have gone down hill. There was mildew covering the shower head and every other piece of metal in the bathroom. The show also had mildew stains in the back corner. Other than that the stove top didn't seem to work or I couldn't figure it out. The staff is always kind and helpful. The rest of the room outside the bathroom was clean. The pool bar was only open sporadically and you must pay there so have cash or card in the pool with you as you can't charge to your room. We took Taxi's every where we went so the location wasn't a bother to us, but I definitely wouldn't say this hotel is in a great walkable location especially after dark it gets a little sketchy. All in all good budget hotel you get what you pay for. I would say pick a side if your more of a town person stay in town and save on taxi's and if your all about the beach stay at the beach. It cost roughly 30 dollars each way to the beach and 15 each way to town by taxi.

Our stay was comfortable. However we were placed all the way at the end of the hotel. The hot water didn’t work for showering. The restaurant was not open. Pools were ok. Overall stay was ok.

Apart from the unclean and algae-filled jucuzzi attached to our room, the Waves Tulúm is a lovely facility. The concert area surrounding the jucuzzi was rather unclean, so it could have used some cleaning. There were a couple power outages while we were there, and the WiFi in the room was very weak. Walking around the area was safe. The front desk staff was quite helpful.

Das Hotel ist gut aufgebaut und die Zimmer bieten viel Platz.Das Bett ist hervorragend. Die Küche gut ausgestattet. Leider gab es ständig Probleme mit dem elektronischen Schloss der Tür zum Apartment. Ich musste es täglich mindestens neu einstellen lassen.Ausgerechnet am 31.12. gab es einen Stromausfall der aber schnell beseitigt wurde.Die Zugangsstrasse ist eine Katastrophe.

La structure est tres jolie mais on dirait que cest le seul investissement. Nous avons eu 2 coupures d'électricité en 2 jours, pas d'eau chaudes pendant plusieurs heures. Lhotel ne fournit pas de bouteille d'eau bien qu'elle ne soit pas potable. la route pour acceder est désastreuse. Et il n'y avait pas de restaurant pour manger. La chambre est plutot confortable avec une petite cuisine mais rien pour laver sa vaisselle et les rideaux laissent completement passer le soleil le matin.

Staff at Check-in / out were pleasant and welcoming. Our room one king and a sofa bed which looked more like an actual full sized bed, just as comfortable as the king. We’re near the pool, restaurant and entrance and parking. Only concern were the bathrooms metal fixtures some were corroding and required replacing. The patio brick fence did have algae which needed cleaning. Aside was a nice and quiet place to stay. We did have dinner and breakfast at the Restaurant onsite, not your typical restaurant feel, the all in one host, waiter, bartender was friendly and patient despite how busy he was. A little pricey but equates to the portion sizes, one entree can feed 2 ppl. We Recommend the Nachos! Overall happy to have chosen this centrally located hotel!

The staff was plesent,but they ran out of towels, and the toilet had to be repaired twice.

DID NOT STAY! Upon reading the other reviews my boyfriend and I decided to cancel our stay at the resort as there seemed to be way more negative reviews than positive. I can not review the property as we never stayed there. However, we did qualify for a refund Expedia tried numerous times to get ahold of the resort and could not. Staff would not return their or our calls/emails, eventually, Expedia just closed the case and we didn't get any sort of refund we qualified for. Just pick somewhere else and don't even try.

La propiedad está en buenas condiciones, es cómoda y cuenta con lo necesario para que uno esté a gusto… lo malo es la persona encargada del lugar, no ayuda en nada, no resuelve nada, nos dejó sin toallas porque no contaban con toallas limpias, que no había nada que hacer; hasta el segundo día en la noche tuve que ir a pedirlas… papel sanitario tampoco nos entregaron en el cuarto, hasta el día siguiente y también tuve que ir porque nunca lo mandaron.

Thomas and the rest of the staff really work hard to make this a clean pleasant stay. This place is well worth the price. Breakfast was always delicious, warm and varied. Please tip the staff, it is evident that this place is made great by the people who work here. Our family really enjoyed our stay and would definitely stay here again!

Jonathan and Ruel at the front desk was helpful. Whereas other staff at the front desk and restaurant were not. It felt like they were doing you a favor, with a poor attitude. And, you need a better chef and food options. Sorry... but honestly, the food and food service was yuk! Improve in these areas and maybe we will return and be happy to pay more. It has great potential.

Very nice staff, breakfast was incredible, we recommend it.

Very friendly staff.

Overall the hotel was very nice the customer service was great as well there were just two issues. When I first arrived at check in I had paid for the hotel in full so I could get it out of the way and not have any issues at check in because I knew I would be tired from my flight but there ended up being an issue to my surprise. I let the man know at the front desk that I paid in full It seemed that maybe there technology was not up to par because he told me he didn’t see that I paid. This made me nervous and was a bit unprofessional because I paid In full about a week prior so their computers should of definitely shown that. Good thing I took a screen shot of my receipt and showed it to him and I also mentioned I was tired from my flight he was compassionate and said I could get to my room and they would figure out the check in later. Even though the man was nice I do feel it was unprofessional that they didn’t have record of my payment that should never happen at a resort hotel so they need to update whatever payment process they are currently using because I was a bit embarrassed at the front desk when he made it seem like I didn’t know what I was talking about lol I am very organized and I paid in full ahead of time so there should not have been any issue at check in. The second issue happened the day before my check out date the lights went out for about an hour and then after that they kept coming on then going out. It was very inconvenient. They need to get that fixed

I honestly am not one to leave a bad review but starting from the customer service to the state of the amenities , this was a bad experience. They mention that as part of your VIP Gold Membership you get a free room upgrade based on availability. Upon check in I saw on Expedia they still had rooms available that were an upgrade from my booked room. They told me they didn\'t, even when I showed them.Then they changed it to " oh we have been instructed to give you only two free drinks". And thats what they offer ALL VIP members , no free room upgrades but two free drinks .When we went to get the free drinks , we notified the front desk and they directed us to the wrong bar ( which was closed ) , asking around we found the only bar open (the pool bar) and no bartender was there.Upon waiting she arrived and we ordered our two drinks . Front desk had told us they were going to notify the bar that were were arriving and not to worry. When we asked the bartenders she said noone had notified her and gave us attitude that we should have told these were free drinks!! The gym is run down, the treadmill had a cut in the band that almost caused me to fall while using it . The floor is broken in several places , the attachments are almost all gone. The room service would sometimes clean well and others only make the bed . They would take all the towels and not leave new ones or only one . I fell and got hurt on property due to a bump on the floor. This place was bad and ill never come back.

My first time staying was ok, this second time around not so good. I booked a room and my cousin booked a penthouse room. Check in was late an hr or so, that was fine. My cousin got to her room 2 hrs later and the AC leaked. We just wanted towels for the leak but they insisted she change rooms. She wanted the same style room instead she was given a different style with no view. She also found a dirty pad in the shower. She asked what could be done and they said a free day but never actually gave her the free day voucher

Great value. Easy walk downtown.

Schönes Hotel, ca. 5 Minuten Autofahrt zum Strand. Frühstück eher spartanisch. Umgebung zum Hotel eher heruntergekommen.

The area around the hotel is literally the slums of Tulum. The hotel, our room, and the amenities was nice. My favorite thing about the room was our private jacuzzi. Our room was full of mosquitoes. I came to The waves with no mosquito bites and checked out with several. The water in the shower doesn’t stay hot long. The larger gentleman at the front desk kept giving us trouble for requesting for face towels claiming “Mexicans don’t use face towels only Americans” as if it wasn’t a tourist hotel. Literally every day our room was cleaned, they never provided face towels we always had to ask the front desk for some. The only nice receptionist was Luis he made the hotel enjoyable. He’s the only one who happily provided assistance & informed me that the larger gentleman was lying they provide towels whenever. I will not be back to the Waves but it was a cool way to experience the real Tulum. The hotel is only like 8 minutes from downtown Tulum which I enjoyed.

Well it’s located in the middle of the ghetto the poorest of the poor. The breakfast was awful, the fruit was old and on the first day I found a hair. The air conditioner worked well. They hardly ever cleaned the pool. The door frame was see through, I mean inches away from the frame so the mosquitos were awful. Tulum is a dump go somewhere else for sure.

El hotel es muy bonito. Tal cual se ve en las fotos. Un super plus, es que la cocineta esta bien equipada (platos, vasos, cucharas, ollas, etc). Muy limpio y moderno. Bastante agua caliente. Lo MALO es su entorno. Las calles para entrar al lobby, y a su alrededor no estan pavimentadas. Si necesitas comprar algo, no te sientes seguro caminando por la zona.

The street was full of holes

The property itself was very nice and well kept. It is minutes from downtown Tulum. The staff was very helpful and quick with their responses. However, the surrounding area is completely horrible. When you left the property we did not feel safe at all. We were chased my stray dogs multiple times.

Access to the front of the hotel is a dirt road not kept at all.

A little more surrounded with local housing than we knew, but we enjoyed taking it all in. Local grocers were close by for fruits, vegetables and drinks. We quickly learned the shortcuts to walk to the main area of La Veleta and to Central. We felt safe walking even at night. We got lost the first night and a local told us to just make sure we stayed off the dirt side roads. There were also always taxis waiting outside the hotel for a quick ride to the beach or larger grocery store. The facility staff service was amazing, everyone was so polite and helpful. Overall the facility was pretty clean and our rooms were cleaned everyday. Linens and towels were always a little stained… but clean. Breakfast was included with our stay and we enjoyed the food every morning. We had a rooftop plunge pool, make sure it’s clean when you get there. Ours was a tiny bit on the yellow side compared to others, we had them clean it our first full day there and it was fine after that. Would stay again!

Beautiful hotel, but horrible location. The hotel is in the middle of surrounding neighborhoods that are in poverty. Directions were hard to get around, definitely need a car. Everytime we would navigate to the hotel we would find ourselves hitting many potholes along the dirt road circling around to find the entrance. Location was 10-15 minutes away from anything. Just wanted to warn other as it was a complete shock to us and made our trip very inconvenient as I was pregnant and the drive was so uncomfortable. Also the food was very bland, not sure I would return but they definitely tried with the aesthetics of the hotel.

In general, our stay was nice. Breakfast was good and sauna y gym are ok. Gym needs maintenance but we worked out with the machines that we could.

pros: private pool outside of room airport was only 30 mins away decent breakfast met many other travelers cons: loud street dogs right outside property random cats all over the property dirty facility dirty pools dirty private pool room not really clean upon arrival many bugs in the room lots of flies around buffet not close to beach limited public beach access beach absolutely covered in seaweed given 1 towel per guest for pool and showering nonexistent swimup pool bar no bar on property at all cenote on poperty was not useable property rating 4/10, however 8/10 for overall trip because I did have fun despite poor facilities

The staff was amazing! The front seal was super helpful and pleasant! I just wish the pools and Jacuzzi were better maintained but other than that I love this hotel and the staff!

Good food

Hotel itself was fine but the food in the restaurant was inedible, there was no bar and the area was extremely unsafe and inconvenient. We left 2 days early because of how bad it was and we were not reimbursed for the days we didn’t stay. The only good thing about this hotel was the cats they had

Bel endroit rapport qualité-prix 85$ CAN pour une suite, c’est difficile à battre. Très bon petit déjeuner (fruits, yogourt, granola, pain, confitures, jus, café, œufs, riz, platanos, frijoles, chilaquiles, crêpes, viande). Chambre propre, personnel très gentil et accueillant. L’hôtel de manière générale manque un peu d’amour, mais quand même très correct! Proche du centre ville de Tulum (10 minutes à pied), mais trajet pas si agréable, de soir/nuit (route passante, pas de trottoir, petites rues sombres). On l’a quand même fait sans soucis, avec deux enfants de 8 et 10 ans (qui avaient hâte de retourner à l’hôtel!). Bref, je recommande!

This property is more of a hotel rather than a resort. It is clean and safe with easy parking. It seemed deserted most of the time with few people staying there. The fountains are all turned off, the infinity pool is slowly evaporating away. The restaurant was not very tempting and the pool bar was never open. It is a great place if you are just expecting a hotel and not a resort. Rooms were clean, plunge pool was clean on our porch and it had easy walking access to one of the main roads in Tulum. We always felt safe in and around the hotel.

We were very excited to stay at this hotel. We wish they shared options on how to get the the hotel from the airport bit we figured it out just fine and took the Ado bus then walked the 15mins to the hotel. Unfortunately, the walk includes some dirt roads which were unavoidable but the locals were friendly and we never felt unsafe. The hotel only had breakfast even though the website stated there were food options available throughout the day even room service which was also not available. There were no signs to tell you how to get to breakfast which is on the second level so we got lost at first. At first our room appeared very clean but we noticed our towels, comfortable had stains and our washcloths had holes. The knives in the kitchenette were rusty and unusable. The building appeared to have something black growing under some of the private pools on the upper levels. The pool bar didn’t serve food at all and didn’t open or play music until 3pm. We had to go to reception to ask for pool/beach towels instead of them simply being available by the pool like most hotels. Tomas & Omar in reception were super helpful and kind. Much like most of the staff. The cenotes onsite were hard to find and very very dark inside. It didn’t feel safe to swim in at all so we didn’t get to get in. We had high hopes and we’re cert disappointed.

It's was just a few things did need adjusting the sheets was not clean both nights i had to go to the front desk about the bedding .Towels was dirty but that was ok because i had my own. Staff was very nice and helping with a few more months of hard work and construction that will definitely be a 10/10.And i will be back for the new improved hotel. And the restaurant food was great.

Reserve este lugar para relajarme teniendo más opciones sin embargo me llamo la atención que ofertaban un cenote dentro de las instalaciones y servicio en Pool bar, cuando llegue y procesaron el cobro, al acompañarnos a la habitación nos comentan. Que el cenote estaba cerrado por que debía tener mantenimiento y no estaría disponible por varios días, que no había servicio de Pool bar en la piscina. El hotel cuenta con 3 piscinas pero La piscina redonda estaba con aspecto sucio el agua se veía color verde. Entonces pensaba irme y reclamar mi reembolso pero solicité a hotel. Com intervención y nos regalaron los de administración de hotel dos pases de masaje relajante lo cual compensó parte del plan de relajación , la señorita Noemi de recepción fue muy atenta y amable el personal, el inconveniente solo que las instalaciones que mencione necesitaban mantenimiento urgente. La comida del restaurante estaba rica. Pero los platos que me tocó tomar en el desayuno no olían a bien lavados pedí amablemente que lo volvieran a lavar y el personal retiró todos y los volvieron a lavar, creo que falta más supervisión de quien administra para mantener en óptimas condiciones el hotel que es muy lindo su aspecto. Ya que tienen un concepto como departamentos, las habitaciones están muy bonitas y completas con cocina, refrigerador y mini alberca, me gustaría volver y ver qué hicieron cambios por que las instalaciones lo valen,