Hotelito Azul

Recent Reviews: 886

• User:632jennt

  Trip type: Couples

  Sad to Write This

  27 May 2026

  I Hate to write this as we stayed at this same hotel 2 years ago and had an Amazing time, BUT ALOT has changed in two years and it felt a bit Misleading that they have not Updated their property photos! Like if I could request a refund in someway, I would but pretty sure since we are already back from our vaycay that would be pretty tough. The Main issue was the Pool and Rooftop. We booked this hotel know that even if the saragasso (ocean seaweed) was bad which it was VERY BAD, at least we weouñd have a beautiful rooftop with a pool and jacuzzi…. To our Surprise, they have TOTALLY COVERED Their Entire Rooftop and Pools with SOLAR PANELS! All of it. The design is Ungodly. We still swam one day but it truly felt like we were swimming in a garage parking lot. It’s so sad. I will add before and after pictures of this property. Our room and staff were nice but honestly, but felt like a skeleton crew as check in and checkout were all digital and 1 guy had 5 jobs on the property. The price for this property as it is should definitely be a lot lower. Especially during times when you can’t even use the beach. General Manager, Director General at Hotelito Azul, responded to this review Thank you for returning to Hotelito Azul and for sharing your feedback. We are sorry to hear that your recent experience did not meet the expectations set by your previous stay.We understand your disappointment regarding the rooftop changes. The solar panel installations are part of our ongoing commitment to reducing our environmental impact and operating more sustainably. While our photos are intended to illustrate the overall experience and amenities of the property, we appreciate your feedback. We recognize the impact that seasonal sargassum can have on beach conditions and understand your frustration. While this natural phenomenon is beyond our control, we strive to provide a comfortable and enjoyable stay through our facilities and service.We are grateful for your kind words about our accommodations and team members, and we truly appreciate your feedback as it helps us continue improving.Warm regards,

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• User:Diana K

  Trip type: Couples

  Pool areas are off but staff is caring

  27 Apr 2026

  Staff is awesome, friendly and caring. However, it’s like an airbnb service, self serve and all amenities are not available at all times like other hotels. Room is as pictured, however, both pools are not well painted and now both pool areas are covered with solar panels. This is very negative because the structure slope of panels are too low and the beach experience is lost, as your view from the pool are the blue solar panels. Another thing is, you cant sun bathe at or around the pool, and the pool’s water is always cool because all area is covered by the panels. General Manager, Director General at Hotelito Azul, responded to this review Dear DianaThank you for sharing your detailed feedback and for your kind words about our team. We are truly pleased to know our staff’s friendliness and care made a positive impression during your stay.We would also like to clarify that Hotelito Azul operates with a digital front desk concept, designed to provide guests with flexibility, streamlined service, and personalized support through our digital team. Regarding the solar panels, these are part of our long-term commitment to environmental responsibility and sustainable hospitality. As an eco-conscious property, we continuously invest in initiatives that help reduce our environmental footprint while contributing to cleaner energy use in Tulum. We understand that during this transition, certain visual aspects of some rooftop areas may differ from guest expectations, and we sincerely appreciate your understanding as we work toward a more sustainable future.We also value your comments regarding the pool design, sun exposure, and overall rooftop experience, as guest feedback is essential in helping us evaluate and improve both comfort and aesthetics.Thank you once again for recognizing our team’s dedication and for sharing your observations. We truly hope to have the opportunity to welcome you again and provide an even better experience.Warm regards,

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• User:Alexandra F

  Trip type: Friends getaway

  Stay at Hotelito Azul

  20 Mar 2026

  It was a beautiful hotel! I really enjoyed my stay here. The rooms were pretty and I enjoyed coffee in the morning! The access to the beach is so nice. General Manager, General Manager at Hotelito Azul, responded to this review Dear P3021DGalexandraf,Thank you so much for your lovely review.We are delighted to hear that you enjoyed your stay and that you found the hotel beautiful. It is wonderful to know that you appreciated the room, your morning coffee, and especially the easy access to the beach.Your kind words truly mean a lot to us, and we look forward to welcoming you back for another memorable stay.Warm regards,

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• User:Vacation38209663149

  Trip type: Solo travel

  Security Disaster and disrespectful management

  04 Mar 2026

  The service staff in the restaurant and beach bar were genuinely friendly, and the rooms themselves were pleasant. Unfortunately, beyond that, the overall experience was unacceptable due to serious management, maintenance, and safety failures.The hotel shows clear signs of neglect: aging infrastructure, peeling surfaces, rotting wood, and dangerous conditions—particularly on the rooftop terrace. The rooftop area was cluttered with broken furniture, rusty metal, and a loose pool handrail. At night, the space was poorly lit. After swimming, I nearly hit my head while navigating slippery stairs in the dark without proper handrails. This represents a serious safety hazard.Operational issues started immediately upon arrival, when the key battery was dead. Room service consistently arrived only around 6–7 PM until I complained. The terrace door was faulty, and there was no real hot water—only lukewarm water after running the tap for several minutes. This was described as “eco-friendly,” but in reality it feels more like an excuse for poor maintenance.Communication was handled almost entirely via WhatsApp. In a boutique hotel, guests expect at least some personal interaction. Instead, I received messages from multiple WhatsApp contacts, including repeated reminders about check-out. The manager, Samantha, never addressed the issues personally. When I raised concerns, I was dismissed rather than taken seriously. At one point I was even told the pool was “closed,” which was clearly untrue, as other guests were using the rooftop at the same time. In fact, upon arrival I had received a WhatsApp message stating that the pool was available—so this explanation appeared to be invented afterward.A drink voucher was offered as compensation, but only for alcoholic beverages. It is rather inconsiderate to assume that all guests drink alcohol. If the intention was to offer a gesture of apology, non-alcoholic options should have been included.Another concerning aspect is the management’s response to negative reviews that include photos. In several cases, the hotel claims that such images show areas that are supposedly closed or not accessible to guests. This is misleading. The areas depicted in those reviews—including the rooftop pool area—are in fact openly accessible parts of the hotel. They are not blocked off, not marked as restricted, and do not require prior reservation. Claiming that these images show “closed areas” does not reflect the reality on site and raises concerns about the seriousness with which guest feedback is handled.While the service staff were kind and tried their best, the lack of maintenance, poor organization, dismissive communication, and potential safety risks make this hotel, in its current condition, difficult to recommend. General Manager, Director General at Hotelito Azul, responded to this review Thank you for taking the time to share such detailed feedback about your stay. While we are pleased to know that you found the rooms pleasant and appreciated the friendliness of our restaurant and beach club team, we are truly sorry to read that other aspects of your experience did not meet your expectations.At Hotelito Azul, we constantly carry out regular maintenance and improvements throughout the property to ensure a comfortable and safe experience for our guests, especially because we are beach front and that requires constant care of property. Regarding the rooftop pools, we would like to clarify that during your visit, the ocean front terrace and pool remained fully open and available, however, the other terraces and instalo of solar panels, that is where you made a reference to furniture being moved around and such, that area was not available for client use at that moment. This initiative is part of our ongoing commitment to sustainability and environmental care.We also take safety and comfort very seriously. Any concerns related to equipment such as key batteries or door functionality are immediately addressed once reported.With respect to the hot water, the temperature in our villas and suites is regulated according to hospitality safety standards. This ensures a comfortable hot temperature while preventing excessively high temperatures that could pose a risk of burns. We underhand that for you it meant “warm water” and not “extremely hot”, and we are sorry you felt that way.Regarding communication and service, Hotelito Azul operates with two complementary service models. Our Guest Experience team is available on-site from 10:00 AM to 6:00 PM, while our Digital Experience team is available via WhatsApp from 8:00 AM to 6:00 PM, allowing us to assist guests promptly and efficiently. This system is designed to accommodate the preferences of different types of travelers while maintaining a responsive service approach.We also appreciate your feedback regarding the VIP recognition and restaurant experience. Please rest assured that your comments have already been shared with our restaurant and service teams as part of our continuous effort to improve.Guest feedback is extremely important to us, as it helps us refine both our operations and the overall experience we aim to provide. We truly regret that certain aspects of your stay did not meet your expectations and appreciate you bringing them to our attention.Warm regards,Hotelito Azul Management

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• User:David W

  Trip type: Couples

  Birthday getaway

  03 Mar 2026

  Celebrated my wife and her friends 40th birthdays here in Feb. Love the hotel, and the staff! The suites provided a nice deck area and amazing view of the ocean! General Manager, Director General at Hotelito Azul, responded to this review Thank you so much for choosing to celebrate such a special occasion with us. It truly means a lot to our team that you selected our hotel to celebrate your wife’s and her friends’ 40th birthdays.We are delighted to hear that you loved the hotel and that our team helped make your stay memorable. Creating warm, welcoming experiences for our guests is always our priority, and your kind words are greatly appreciated.It is also wonderful to know that you enjoyed the suites, especially the deck area and the beautiful ocean views. Those spaces are designed to allow our guests to fully enjoy the relaxed beachfront atmosphere that makes this destination so special.We sincerely hope to have the pleasure of welcoming you back again for another memorable celebration or relaxing getaway in the future.Warmest regards,

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