Illa Passió

The property is gorgeous and housekeeping was on point every single day. Big shoutout to Angel, Giovanny, and Blanca — they were genuinely great and made the trip feel special. I had arranged a birthday decoration setup for my boyfriend prior to arrival and it was beautifully done — and housekeeping kept it maintained throughout the rest of our stay. We had complimentary breakfast every morning which was a great perk — always fresh and a nice way to start the day. Food overall is on the pricier side, but honestly that’s just Tulum — coming from someone who lives in Los Angeles , it’s comparable. That said, a few things worth knowing before you book. We had no hot water for 4 out of 7 days, which was frustrating because honestly the shower was a highlight, once we had hot water. Also — the balcony pool never got warm the entire stay. We basically couldn’t use it, so don’t let that be a selling point for you. The most frustrating part was checkout. We tipped cash for room service every time AND were signing receipts, but when we asked what the receipts were for, staff brushed it off with “oh it’s nothing.” Then at the end of the trip, room service charges showed up on our bill. We had to go back and explain that we’d already been tipping in cash the whole time. Angel sorted it out, but it was an annoying situation that could’ve been avoided with just a little transparency upfront. If you order room service, ask questions before you sign anything. Bring pesos !

Beautiful property. Everything was perfect from start to finish. The room, the food, the staff, the property. Honestly there isn’t anything I would change. This place is a winner in every category. I highly recommend. I went for a solo getaway but it could also be a perfect couples getaway as well.

We stayed for 9 nights and there was not a day without some kind of mistake or misunderstanding. The staff is very very polite and friendly, but they lack professionalism and training. Some servers in the restaurants don’t speak very good English, so that can be an area of improvement. The overall impression is that the whole operation is out of tune. Strong management and review of all aspects of operations is recommended. Alila is not on par with the rest of the Mayakoba hotels.