Ratings based on 434 Verified Reviews
4.6 Room cleanliness
4.5 Service & staff
4.7 Room comfort
4.5 Hotel condition
Expedia Verified Reviews
by A verified traveler from ELGIN
Posted 4 Jun 2024
Beautiful beachfront location. The staff was very helpful and attentive. The room is big and bed is comfortable . The cleaning staff was very helpful. The breakfast had plenty of choices and all of it was delicious. There is a small convenience store about a 2 min walk from the hotel. They do not sell alcohol, just an FYI . There are different restaurants near by inside the hotels which are open to the public. If you are wanting to go into town I suggest you rent a car or a taxi. There is a Cenote about a 3 minute walk from the hotel. The hotel location was clean and very quiet at night. Everyone at the hotel provided excellent customer service.
Comment from Hotel Management
4 Jun 2024 by Staff Cielo Maya Hotel, Hotel Management
Hello Miss Margarita, good morning. Thank you very much for your valuable comment and for rating us. We appreciate your preference. This is your home when you like to visit us with friends and family. We are glad to know that you had a wonderful experience with us, thank you very much for everything. Have a great trip and a safe return home. Until next time Kind regards!
by A verified traveler
Posted 30 May 2024
The staff is very friendly! At night you feel like you’re the only people in the world. Very beautiful views.
Comment from Hotel Management
31 May 2024 by Staff Cielo Maya Hotel, Hotel Management
Hello, good day, thank you very much for your good comments, we appreciate the preference. We are glad to know that you had a nice stay with us, this is your home when you like to visit us. Have a wonderful trip and safe return home Kind regards!
by A verified traveler
Posted 27 May 2024
The sheets were never changed, there was no hot water or water pressure. The area is very secluded and you need a car to get anywhere. Floor was never swept either. The food was also mediocre.
Comment from Hotel Management
28 May 2024 by Staff Cielo Maya Hotel, Hotel Management
Hello Miss Lin, good morning. Thank you very much for your comments and thank you very much for staying with us, we will continue to improve to provide good service to our guests. Cleaning is done daily but if you leave the sign not to disturb housekeepers you will not be able to pass. We are 25 minutes from the center of TulumThank you very much for everything, have a wonderful trip. Kind regards!
by A verified traveler
Posted 27 May 2024
We had a great experience at Cielo Maya hotel and loved the beautiful beach view and infinity pool! It was very clean, quiet, and comfortable! Staff were excellent and the breakfast was delicious! The room was very comfortable with air conditioner and ceiling fan.
Comment from Hotel Management
27 May 2024 by Staff Cielo Maya Hotel, Hotel Management
Hello, good day, thank you very much for your valuable comment and thank you very much for the rating.We thank you for your preference.We are glad to know that you had a wonderful experience with us, this is your home when you like to visit us with family and friends. Thank you so much for everything and have a great trip! Kind regards!
by A verified traveler
Posted 26 May 2024
The staff are awesome, and the place is so quiet at night…
Comment from Hotel Management
26 May 2024 by Staff Cielo Maya Hotel, Hotel Management
Hello, good day, thank you very much for the rating and for the preference, we appreciate your valuable comment. We are glad to know that you had a nice stay with us. Thank you so much for everything. Have a wonderful trip and a safe return home. Kind regards!
by A verified traveler
Posted 23 May 2024
The front desk staff were friendly and did their best to help us but unfortunately it was the owner that was unwilling to provide quality customer service. We booked 8 days at this hotel to join up with family that we had not seen for years. As a Covid nurse, we were more than overdue for a vacation. Within 24 hrs of our arrival, the hotel had lost power and electricity. This problem continued for a majority of the next 2 days. After 2 days, we had to throw in the towel, with family coming from New York, we needed and deserved to have the benefits we had paid for, including flushing toilets, Air conditioning and even lights. We asked for a refund for the remaining 6 nights so that we could relocate to another hotel. The manager asked the owner and Expedia asked as well. The owner refused. We were forced to pay for 8 nights although we only stayed 6, then we had to pay twice that amount to book another hotel on short notice, then also pay a horrendously amount to relocate to another hotel. Our family members flew in 2 days after us and arrived exhausted to a hotel that had no power and we scrambled to book a new lodging. The owner who was off on his own vacation was not sympathetic not helpful. I am certain he would expect better care if his family had been in our position. All in all this vacation cost 3 times what we had budgeted and was filled with stress. What a disappointment!
Comment from Hotel Management
26 May 2024 by Angel Ochoa. Front desk manager., Hotel Management
Hello Miss Kalona, good morning, thank you very much for your comments, for the rating and for staying with us. I'm sorry the electricity was not under our control, but believe me, I was calling the electricity company, several time, the problem was all over the area, it's true and I understand that it was a bad experience. An apology in advance, we will continue to improve to better serve our guests. I apologize again and thank you so much. Kind regards!
by A verified traveler
Posted 13 May 2024
Comment from Hotel Management
14 May 2024 by Staff Hotel Cielo Maya, Hotel Management
Hello Mr. Justine, good morning.thank so much for the ratingThank you very much for being here at our hotel, we appreciate the preference.Whenever you like, this is your home.many thanks for everything.have a great tripKind regards!
by A verified traveler from Penn Laird
Posted 2 May 2024
Absolutely loved the location! It's within 2min walking distance of casa cenote, and it has access to the beach. However when we asked the staff for directions to the cenote, we were told we needed a taxi and it's half hour driving distance - no, it didn't get lost in translation, I speak Spanish. The hotel is on a guarded road and all access to the taxi services is controlled by the hotels who get a cut, unless you manage to reserve it directly with the taxi drivers. If the drivers have any type of contact with the hotel, they'll refuse service until you book them through the hotel. We arrived during a wind storm which cut our power for 2 days - that's out of anyone's control, but the generator isn't big enough to sustain AC for all the booked rooms so just keep that in mind. After the power was back we had to request the AC to be turned back on for the room. Also, if you want hot water for showers you have to request it at the front desk. They'll tell you you have to run it for 15 minutes but it doesn't matter how long you run it, it won't get hot until you request it.
Comment from Hotel Management
4 May 2024 by Staff Hotel Cielo Maya, Hotel Management
Hello, good afternoonThank you very much for your comments and for the rating.We will continue to improve to better serve our guests.The cenote that is near our hotel is called Manati cenote.an apology for the energy this was general but if I return later, an apology in advance thank you very much for the preference and thank you for everythinghave a great tripKind regards!
by A verified traveler
Posted 26 Apr 2024
The parking is right in front of the hotel, the pool is bigger than it looks and very nice and clean, the beach was calm and there are many seating options including hammocks on a beautiful dock, the rooms were very clean and comfortable with large bathrooms, water bottles were free, complimentary breakfast was excellent and you could order from many choices (hot food), plus staff were helpful and friendly. Beautiful location at a great price! Highly recommend. There are other hotels nearby where you can also walk to dinner if you wish to change your scenery at dinner or lunch. Also, this place was good for people looking to relax or families- not a party scene.
Comment from Hotel Management
27 Apr 2024 by Angel Ochoa. Front desk manager., Hotel Management
It is a pleasure for us that you have chosen us for your vacation and we are happy to know that you enjoyed your stay, it is always the goal to make our guests have a wonderful time with us. When you return to Mexico, think of us as we will be happy to receive you. Have a wonderful day.
by A verified traveler
Posted 20 Apr 2024
The atmosphere and proximity to the beach. The room was beautiful as well as the bathroom.
Comment from Hotel Management
20 Apr 2024 by Staff Cielo Maya Hotel, Hotel Management
Hello, good day, thank you very much for your comments, we appreciate your valuable time for writing to us and for rating us, thank you very much for the preference, this is your home when you like to visit us.We are glad to know that you had a nice stay with us.Have a great trip and a safe return home.Kind regards!
