We loved our trip to Mexico! Thank you Kim Kim team...
Mexico
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Dec 20 - Jan 2, 2026
We loved our trip to Mexico! We booked through Kim Kim on a friend's referral, and the Kim Kim team was patient, knowledgeable, and exceptionally helpful as we navigated the process of building our customized trip plan. We went through a variety of options through the design of our trip, and Hugo and the team were extremely helpful - finding options, presenting them and waiting as we reviewed everything, giving us time to make decisions, ask questions, and then modifying as we needed to. They have a ground team support that connected with us a month before our trip date, who were kind, approachable, knowledgeable, and extremely responsive. This made us feel confident and supported from day one through the post-trip period. This team understands how to value their customers. We will definitely use them again, and we look forward to it.
Hotel Reviews
This was a challenging experience. The property was beautiful, but we had numerous problems with the hot water, air conditioning, and our room safe. We had to have a workman in every day to fiddle with the water and open our safe (when needed). Hot water would last maybe 2 minutes... We learned that several of the hotel's units had the same problem. The water heaters needed replacing. The workman even admitted this. In the first round of the trip, they moved us after 2 days. The new room had water problems as well, but the safe worked. It was better, but we learned we would be coming back to this other room for the last part of our vacation in Tulum. The hotel was booked up, and they had no options for us. They assured us they would fix the problems in the room, and they did not. We spent the last of our days in Mexico with this daily inconvience and they refused to help. We also noticed several units were empty around us. They wouldn't offer us any compensation and told our travel team at Kim Kim that they had when they hadn't. To lie like that is unsettling. Kim Kim Travel was nice enough to compensate us because they have character. The point of this review is to warn travellers about this place and its lack of empathy. There are so many great places in Tulum. Skip this one.
This was an amazing experience. The staff were helpful, charming, and trained for hospitality. You will have a great time if you love quietness and beautiful scenery, and the spa services are great, too. We would stay here again.