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Hotel Cielo Maya Beach Tulum

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TanKah III, Mza 3 Lt. 36, Tulum 77760 Mexico
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Traveller (158)
Room & Suite (48)
Pool & Beach (33)
What is Travellers’ Choice?
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.

About

#23 of 210 B&Bs / Inns in Tulum
Location
Cleanliness
Service
Value
Travellers' Choice
Hotel in Tulum with a unique design with a beachfront. Live a wonderful experience at the most relaxing place in the Riviera Maya. We offer you quiet and rest, and an amazing ocean view.
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Property amenities
Free parking
Free High Speed Internet (WiFi)
Pool
Free breakfast
Beach
Bicycle rental
Babysitting
Children Activities (Kid / Family Friendly)
Wifi
Hot bath
Pool with view
Outdoor pool
Bar / lounge
Restaurant
Breakfast available
Complimentary welcome drink
Happy hour
Wine / champagne
Game room
Snorkelling
Fishing
Water park offsite
Board games / puzzles
Airport transportation
Car hire
Meeting rooms
Foot massage
Full body massage
Hand massage
Head massage
Massage
Neck massage
Sun umbrellas
Laundry service
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Room features
Blackout curtains
Bathrobes
Air conditioning
Private beach
Housekeeping
Coffee / tea maker
Cable / satellite TV
Bath / shower
Private balcony
Room service
Safe
Seating area
Wardrobe / wardrobe
Bottled water
Private bathrooms
Tile / marble floor
Wake-up service / alarm clock
Minibar
Refrigerator
Flatscreen TV
Complimentary toiletries
Hair dryer
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Room types
Ocean view
Non-smoking rooms
Suites
Good to know
HOTEL CLASS
HOTEL STYLE
Great View
Ocean View
Languages Spoken
English, Spanish
121Reviews5Q+A16Room tips
Traveller rating
  • 85
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  • 9
Time of year
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Popular mentions
Kulengtubay wrote a review Aug 2021
Los Angeles, California9 contributions14 helpful votes
First of, my friend and I arrived in Cielo Maya last August 13, 2021, Friday around 7pm. We were welcomed by the afternoon shift front desk (male). I paid directly to him for the whole stay. I also bought a tour for the Paradise lagoon. The male front desk personnel did not explain everything well to us. He only brought our luggage upstairs without saying anything. Normally, a hotel would tell us the room number and the wifi password. He is very disorganized. When we went to the tour the driver was asking for the ticket. Front desk did not tell us what to do. The ticket looked like a receipt. I thought the paper he gave me was a receipt. Last time, I travelled I purchased the tour from the hotel, but everything was well taken care of. I would normally be being picked up by the tour company. With Cielo Maya nothing was explained. The waiters are always rushing to get my plate even if I am still eating and enjoying my food. They only had 2 customers and they were fast to pick up our plates. There was a 15% charge At the restaurant. I was a guest I should NOT be charged with the service charge. Tips are given from the kindness of someone’s heart. Last Wednesday August 18 there was a strong hurricane. The water went inside our hotel room. This hurricane was an unavoidable situation. The electricity went off and was back the following day. The staff did not clean our room they only mopped it. I was expecting the trash was at least picked up. They did not check on us. It was very hot. The lights were on, and TV was working but the AC was the only thing that was not working. I asked them many times what happen with the AC. They said it’s not working, and the electricity cannot manage to make the AC work. I asked the front desk if they can at least provide us an electric fan. They said they don’t have any. I asked them how about the ceiling fan and the afternoon front desk guy said even those ceiling fans are not working. The following day on our last day the female front desk was able to make it work but too bad it was already our last day. We slept soaking in our own sweat for 3 nights. No one offered any help. It was such an agonizing 3 days for me and my friend. I did not feel I was on vacation. People in Cielo Maya are liars. They lack empathy and compassion. They offered free massage on our last day when we were about to leave. I love getting a massage, but the oil will just make the heat worse. The lady at the front desk (am shift) woke me up on our last day. I did not ask her to wake me up. It was difficult for us to sleep especially there was no AC or a fan. The morning shift front desk also does not know what she is doing. I requested a van from her 4 days before our departure because our luggages are huge. Surprisingly, she ordered a sedan taxi. She said that’s what I told her. She does not know how to follow instructions. I did not even say Taxi I said van/shuttle. This hotel gives poor service and yet they are fast asking for tips. I came back to our hotel room yesterday and I was surprised for an envelope asking for a tip. During the hurricane my friend had bad allergies. Her hives exacerbate during the night. I woke up and asked for help. Allergic reaction is a life threatening because if my friend’s trachea will close, she can end up not breathing. There was no onsite emergency help. I asked a graveyard shift front desk he said hospitals are closed. That’s a lie! THEY ALSO DO NOT HAVE A PHONE AND MY FRIEND AND I HAD TO GO DOWNSTAIRS IN OUR PAJAMAS TO THE FRONT DESK TO ASK FOR HELP!!! I DO NOT recommend this hotel if a guest has life threatening situation a guest can die without getting any help. This hotel is far from places. The road is bumpy and it’s not even on the main road! I looked for a manager before we left but there was no manager. All the staff at Cielo Maya are incompetent and have poor customer service. They are so fast to charge and ask for tips but very poor in service. The door is even hard to use. I used a real key not a key card to open it. The door is outdated. It took me forever to open the door. If I can rate this hotel -100 I will. Please do yourself a favor there are so many hotels in Tulum that are close to the city. DO NOT BOOK IN THIS HOTEL!! It only looks nice on the pictures. It looks very deceiving!!
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Date of stay: August 2021
Rooms
Cleanliness
Service
2 Helpful votes
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EM CEE wrote a review Aug 2021
10 contributions5 helpful votes
The hotel staffs in this hotel are unbelievably disgusting!!! Not generous at all!!! They are very very poor in communication because they do not know how to explain their policies nor what to do when we booked an activity, they want to let the guests figure out - very poor assistance!!! All they know is to ask tips tips tips!!! Is this what you do when a pandemic crisis is going on, to take advantage of the customers!? Aside from that, the servers are so annoying and too fast to want to clean up our plates while we were still eating. I thought that was very rude!!! So..., as the hurricane occured, electricity went down which was understandable and I had a very severe allergic reaction to the food I ate which I was not aware of and my friend asked for assistance downstairs but no one helped. The guy said, there are no hospitals nor anybody to take care of my issue. In this scenario, how do you run a hotel without even having atleast a first aide!!??? If I had anaphylactic reaction, I can die in this place due to their lack of services!!! I just cannot comprehend what gives them the nerve not to care!!! No sympathy! No compassion! At the same time when this was happening, as I said, electricity went down due to the hurricane so it even made me and my friend more discomfort. We ended up sweating sleeping in our bed for 3 nights without them offering even just a fan which I'm sure they can provide because they have generator. They were able to turn on the AC the first day the electricity went down, how can they not even at least offer a fan. Above this, the lack of attention to medical issues they cannot even come up with - how else with a simple fan to comfort and make their guests at ease, right!!?!! I was horrified!!! I am still recovering from the effect of what this hotel brought us. Worse vacation I've ever had, not to even mention what we went through outside this hotel. Thank God nothing worse happened to me aside from severe hives, stress, colds and fatigue.There are far better places than this since it is very far away from the center and the long bumpy road. Ugh!!! So please....,!!! To the management, do not even tell my friend @kulengtubay that she cannot speak english!!! Please, your staffs, do not even speak very well english. Your arrogance shows how poorly you manage your staffs!! You do not even know how to accept your mistakes!!! Very unapologetic as if you provide a very excellent service. Even a negative 100 rate I can give this place from what we went through!!! No first aide service!!! Pheewwww!!!🤮🤧
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Date of stay: August 2021Trip type: Travelled with friends
2 Helpful votes
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JaviAlbe wrote a review May 2021
Madrid, Spain116 contributions46 helpful votes
Pros: - Location and free parking outside. - Good wifi in the rooms - Comfortable beds and nice room. - The beach and the services - Most of the staff were friendly. Cons: - We used the laundry service (which was good and quick), we paid by card and were told the payment declined so we used cash. Later we saw the charge in our bank app and when we told the staff, nobody paid much attention. It was just 6$ but it was an ugly detail (no, we didnt get it back) - I was asked for a tip after our included breakfast. This may be subjective but
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Date of stay: May 2021Trip type: Travelled as a couple
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Response from Cielo Maya, Atención al huésped/Recepción at Hotel Cielo Maya Beach Tulum
Responded 17 May 2021
Hello, good morning. We are sorry for that ugly detail, and we are grateful for your comments, we work hard for be better. Thanks for stay with us. Have a nice day.
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Christen B wrote a review May 2021
Golden, Colorado21 contributions14 helpful votes
We had the nicest single night stay at this hotel. It is north of Tulum (so not on the crazy beach road) and adjacent to Casa Cenote (a common tourist attration). The water there is calm and clean. The rooms are stunning with big tubs, beautiful views, and all the simple luxuries (coffee maker, fridge, cozy bed). Breakfast in the morning was delicious and they had a very nice menu to choose from. The dock, the pool, the water equipment were all really nice additions to our stay. We would have stayed many more nights if time allowed.
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Date of stay: April 2021
Value
Cleanliness
Service
Room Tip: spend the extra money for ocean views
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Response from Cielo Maya, Atención al huésped/Recepción at Hotel Cielo Maya Beach Tulum
Responded 8 May 2021
Thanks for your comments, we are glad for your stayed with us. We hope to see you again. Have a great day(:
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Ambassador287738 wrote a review Mar 2021
Scranton, Pennsylvania2 contributions
Liked their place, clean and quiet, everything within a short distance. Teams are very helpful and friendly. The Waterfront is gorgeous, private one, right at the rear entrance. Food is incredible, I’m planning to come here every time I go to Mexico.
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Date of stay: March 2021Trip type: Travelled with family
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Response from Cielo Maya, Atención al huésped/Recepción at Hotel Cielo Maya Beach Tulum
Responded 22 Aug 2021
We are waiting for you!! Thanks a lot, we hope to see you again soon!! Regards!
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PRICE RANGE
US$106 - US$332 (Based on Average Rates for a Standard Room)
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera MayaTulum
NUMBER OF ROOMS
18
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Frequently Asked Questions about Hotel Cielo Maya Beach Tulum
Which popular attractions are close to Hotel Cielo Maya Beach Tulum?
Nearby attractions include Tulum Archaeological Site (7.0 km), Cenotes Sac Actun (4.7 km), and Tulum Tower (7.3 km).
What are some of the property amenities at Hotel Cielo Maya Beach Tulum?
Some of the more popular amenities offered include free wifi, free breakfast, and a pool.
Which room amenities are available at Hotel Cielo Maya Beach Tulum?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Hotel Cielo Maya Beach Tulum?
Guests can enjoy free breakfast, an on-site restaurant, and a lounge during their stay.
Is parking available at Hotel Cielo Maya Beach Tulum?
Yes, free parking is available to guests.
What are some restaurants close to Hotel Cielo Maya Beach Tulum?
Conveniently located restaurants include Tulum Advanced Cuisine, Oscar & Lalo, and Salciccium Tulum.
Are there opportunities to exercise at Hotel Cielo Maya Beach Tulum?
Yes, guests have access to a pool during their stay.
Does Hotel Cielo Maya Beach Tulum have airport transportation?
Yes, Hotel Cielo Maya Beach Tulum offers airport transportation for guests. We recommend calling ahead to confirm details.
Which languages are spoken by the staff at Hotel Cielo Maya Beach Tulum?
The staff speaks multiple languages, including English and Spanish.
Does Hotel Cielo Maya Beach Tulum have any great views?
Yes, guests often enjoy the ocean view available here.