This being our 6th trip to the Tulum area we were very excited to try Coqui Coqui. As this was a place we had often walked past and admired for it georgous facade. Unfortunately upon arriving we were faced with the fact that it is truly a facade. The rooms and lobby are beautifully decorated but the physical beauty did not make up for the lack of running water or attention to guests. Being that we have visited Tulum so many times we don't expcet to always have HOT water but NO water not in the toilet or shower? Which upon check in we DID NOT HAVE!
At $300/night, this is the most expensive place we have stayed. We expect that the basics are taken care of. as they have been at less costly hotels, and that the higher price tag was for addtional amenites. This does not hold true at Coqui Coqui.
Even though we did not have running water upon our check in we were offered nothing but a chance to shower in the SPA when the client getting a massage was done! Sylvia, was appologetic and wonderful but she had little control over the situation and did the best she could. Management didn't seem to care, they already had our 50% deposit and made no attempt to find us or find out if the issue was resolved.
On the SECOND DAY of having NO WATER in our room and NO WATER in our friends room as well ....and us, the paying guests, having to again make someone aware of the situation we realized that the hospitality we had grown to love in Tulum had disappeard from Coqui Coqui. *At this point we were looking for alternative accomodations*
On the THIRD DAY of having no water we had enough and sought out managment only to be made to wait while they finished their breakfast. At that point as frustrated as we were, we let management know we were leaving (luckily we had found other accomdations). We made them aware of why we were leaving (as if not having a shower in 2 days wasn't an obvious reason) all that was offered was a "sorry".
Not until thirty minues later, when our bags were packed and we were actually leaving, did anyone attempt to make any ammends. At that point the "free massages/discount" offered was not going to cut it!
It is very sad that a beautiful setting is so under serviced as to go to waste. This is due to a complete lacking on management's part to pay attention to the guest and their baisic needs.
People that travel to Tulum obviously don't expect butlered service or their every demand met but if you make the mistake of staying at Coqui Coqui you should be aware that even your most basic needs may not be looked after.
We can recommend Ochos and Zulum -try there and avoid the potential for problems!



Rooms
Location (e.g., convenience, views)
Check-in / front desk


