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“Great Hotel but big weddings impact service” 3 of 5 bubbles
Review of Kore Tulum Retreat and Spa Resort

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Kore Tulum Retreat and Spa Resort
Ranked #29 of 90 Hotels in Tulum
Portland, Oregon
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Great Hotel but big weddings impact service”
3 of 5 bubbles Reviewed 13 May 2014

We stayed 4 nights. First night was terrible, a large wedding was happening and as a result the service was really bad. So bad we actually contemplated changing hotels. There is only 1 restaurant and it closed early due to the wedding without notice. Then they told it was re-opening 1 hr later, although depending on who we asked we got different answers. Was told room service was available, but original response was no when we called. Went to desk to complain, was able to get a room service order, but it took 90 mins to show up and it was cold. Staff was extremely apologetic, but they were clearly swamped. Then they told us they had a "special" dinner planned that night for guests, outdoors, but food was was the worst of any of the other nights. Second night was also a wedding, but much smaller and did not seem to have as much impact. Third and fourth night the place cleared out, the service and food was excellent. Room was the nicest of any we've had in Mexico. Great pool, a terraced sandy area by the ocean was nice (no beach but we knew that in advance). If it wasn't for the first night it would be 5 stars. We told them about our first night when we checked out and 3 other guests also complained. Also they seem to actively promote weddings there. TO THE MANAGEMENT - If you are going to have large weddings you need to figure out how to do so without impacting the other paying guests. IF YOU CONSIDER STAYIN G HERE you should call them first and if they have a wedding scheduled tell them your concerns and I would recommend you seek an alternate place. Hopefully they fix this problem as otherwise it was a great stay for us. Couple of tips,,, building 5 was nice with ocean view. We rented a car from Hertz in Tulum for $55/day which was nice as Tulum is not as compact. We drove to the ruins, cenotes, the beach area south of hotel. The hotel charges $20/day for one bike, so rental car seemed a better option. Also as others complained the $15/day internet is kind of ridiculous, but 5 mins south at Mateos beach bar had free internet and great atmosphere.

Room Tip: Building 5
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  • Stayed May 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank pdxhugh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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1,221 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (152)
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Luganville, Vanuatu
Level Contributor
35 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
5 of 5 bubbles Reviewed 11 May 2014 via mobile

Friendly staffs , very good service , great location but no beach . The room was very good I must say. I like the jacuzzi near the bed . It was lovely time staying there. The swimming pool is also nice and they have wedding area with the ocean view.

  • Stayed May 2014
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Lenjie V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sydney, New South Wales, Australia
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 8 May 2014

We stayed in March/April during a quiter period and it was amazing. The resort is well located intimate and has alot of facilities for its location in Tulum. The room we had was fantastic and it had a great bathroom with spa bath overlooking the ocean.
What we found the best though was the hospitality of the staff. It was a quiter period and it almost felt like it was our own private compound, and the staff were amazing. The friendliness and level of attention was great. No task was too great or small for them. Standouts were Jorge, Eusebio and Wilder who made sure every meal time and needs were attended to.
Another standout was the food. The chef was extremely creative and having an all inclusive a la carte menu that changed while we were there was perfect. We could order as much as we wanted of our favourite dishes and also have them altered to suit us as well.
We would highly recommend this place to anyone visiting this part of the world.
The only thing I could ask for is for the Wi Fi to be extended to around the pool and dining area.

Room Tip: Ask for an ocean view with spa on the internal blacony.
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  • Stayed April 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Andre C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Philadelphia, Pennsylvania
Level Contributor
233 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 101 helpful votes
5 of 5 bubbles Reviewed 26 April 2014

With a gated entrance, restrooms by the valet, a circular glass-enclosed lobby area, a light refreshing fragrance and a light cucumber beverage, Zen Serenity had great appeal before we even checked in. After the flight, customs, car rental and the 1.5 hour drive to Tulum from Cancun, our first impressions for four of our five senses were wonderful. All we needed was touch.

Keep this in mind... Apparently 12 of 90 rooms were booked for this particular week making this an intimate week for us. We rarely saw more than four other people at a time. We almost felt alone on the property. The 500+ pictures posted on line do not seem to give the full effect when you walk through the property and its vistas. Yes, if you are looking for a beach, this will not be the place for you. But if you like private, light-breeze cabanas (10 if them), outdoor jacuzzis, and a relaxing infinity pool overlooking the ocean, yes...here, it is. Check out the perimeter areas and you'll find swings and, I believe they call them, kissing chairs.

Staff - from landscaping, housekeeping, food/beverage and management, all were very attentive, offered to make special order meals, flexible, and always happy to accommodate.

Room
Positives...first images: a window-enclosed indoor jacuzzi overlooking the ocean! Of course the Mexican marbling throughout always creates a rich feel. Our bed was so comfortable. We have a tempurpedic at home and our room's rivaled ours. Restful sleep for a week! The staff maintained a VERY clean room. Different towel origami made each return a surprise. Villa 5 seems to be the preferred location. You are close enough to the ocean and everything else. Then again, walking 150 paces seems to be the walk to almost anything.

Drawback...
water pressure at times. Villa 5 is apparently one of the farthest from the pump.

Restaurant - There is one AM/afternoon downstairs pool/snack area and the upstairs PM area that offers three themes: Italian, Mexican and Asian. Themes are rotated so that two are offered each night. All options were very good.
Breakfast fave: smoked salmon
Snack fave: lime-ceviche fish strips
Dinner faves: cannelloni app, the mango soup, the garlic soup, a scallop and mushroom combination

Room service - 24 hour and based out of the restaurant area where the meals are served. Our Spanish was basic so be patient. They'll say 20 minutes but it was usually 10 minutes for the tray of coffee and fruit platters or yogurt martinis...our daily fare.

Other reviewers have mentioned that they felt the food options were limited, but there are many flavors to try OR ask them. One night, we asked for grilled chicken park and they were more than happy to make it.

Bars - The pool bar was okay. Since occupancy was low, sometimes locating Marco was difficult. He has a special carrot and cucumber blender concoction that he is entering in a contest; interesting combination with liquor. He calls it the Marco Polo. The Spirit bar near the front desk is open in the evening. There is a pool table that is not level, but we adapted to the slight curving motion. There are wall-hanging TVs with videos. There were rarely more than 4-5 people there; that included us.

Wellness- my first yoga class ever! Maria was the instructor. I was the only one in the class and she personalized the pacing and stretches to my experience level. My yoga experience before this - uh, none. Thoroughly enjoyed the session and felt "up" for the day! Friends tried the Reiki. They liked it...not sure how reiki works, but they reiki'd at least three times.

Spa - The manicure, pedicure and deep-tissue massage services were excellent. Very peaceful, relaxing and the staff was very pleasant and calming. The prices are 2-3 times those in our hometown, yet, it is a spa resort and was worth it to us. The mani/pedi and massage were each about 90 minutes!

Gym - This has been recently relocated and upgraded. What's there? Full weight set, incline and flat benches for free weights, 3 treadmills and 3 ellipticals, chest/military, tri, lat pull-down, hams, leg extensions all from LifeStyle. Telehit videos and music on the tvs. Also, great and safe jogging/cycling path for about 5-6 km out front from bohemian Tulum to the "business" area.

Boutique store is quite affordable compared to where we've been in the past. There is a supermarket about 3 km from the resort.

Location
...go right ~4 km to Tulum's business and restaurant area
...go left ~2 km to what we called the more intimate and bohemian Tulum cabana resorts and restaurants area
...go to the immediate right out of the resort and you'll find three great features: Mezzamine restaurant and bar, nice beaches, and free parking with a much shorter walk to ruins than going through the "official" Tulum Ruins entrance with parking fees.

First spa experience! Recommendable!

Room Tip: 1. Villa 5 facing the ocean on second floor 2. Rental car was well worth it for Playa del Carmen...
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  • Stayed April 2014, travelled with friends
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
4 Thank Janou J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
New York City, New York
Level Contributor
11 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed 16 April 2014

I stood at Zenserenity this past week. I had called prior to my stay to let them know I was celebrating my anniversary, the agent was very kind and took note of all the details I wanted in the room and they were so kind to comp the amenities I had requested (champagne and a fruit platter). As soon as we arrived, the clerk was very welcoming and charming, walked us to our room and gave us a welcoming refresher (amazing btw). She explained to us everything we needed to know about the area and things to do during our stay. 2 beautiful Beaches walking distance (5 & 10 minutes away). You can rent bikes $20/day and head to town if you want to try great ceviche and margaritas El Camello is well recommended with fresh fish daily (LOVED IT). The food at the restaurant was GREAT and each day the menu vary, options were Italian, Mexican and Asian. Best breakfast too and room service 24/7. Many sightseeing not too far from hotel such as Ruins and Zenotes. If you are looking to party you can take a public bus (very safe) to Playa del Carmen (it's like south beach Miami) only 40 min away. This hotel will have me as a loyal guest. Zenserenity provided me with the best customer service specially Sandra (meditating/jing zou instructor. Best service I've ever received in my life. I truly recommend it. (Best couple retreat)

  • Stayed April 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
5 Thank Jennifer P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Cancun
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed 9 April 2014

Excellent location walking distance from the ruins, delicious food, gorgeous rooms, and very friendly and genuine staff service.
A lot of nice details from arrival to end... Cucumber and mint welcome drink was so refreshing, little appetizer from the chef before dinner, nice amenities in bathroom...

Room Tip: Jacuzzi rooms are huge!
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  • Stayed March 2014, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank ItzelCancun
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Sterling Heights, Michigan
Level Contributor
36 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
4 of 5 bubbles Reviewed 7 April 2014

I only gave this a very good because the hotel rooms are amazing....my husband and I stayed there for 3 nights out of the 7 nights that we were in Cancun. we were staying at the Golden Parnassus originally, we saw a video in the Parnassus hotel advertising this hotel and thought, what the heck, lets go try it out for a few days, so we knew there was no beach, but that was ok for a few days, the rooms were amazing, but there really is nothing to do at this resort, so bring a few books, because after dinner, they roll up the sidewalks, go to bed, there is 11 tv stations, 9 in spanish....the food was good, but not much of a selection..the bartender at the pool didn't show up in the Saturday we were there, so the inside bartender had to do double duty. the girls serving at the cabana's don't know the difference between a beer and a sprite, I know it just changed hands, but they still need a lot of work with the employees....loved Guadalupe at the Emporium gift store, thank God she spoke great english, and she was very helpful with everything, her husband is also a taxi driver, not for the hotel, but you can request him, just tell the hotel front desk that you wish to have him as your taxi driver, we had a blast in the car with him on our way back to Cancun...this hotel was very, very quiet. there were still a few gay people there, don't know if they just liked the hotel it self, or they booked it when it was the Adonis and didn't get the message that it was no longer just a gay resort, but everyone seemed to enjoy it anyway. it had a nice pool, and 3 outdoor jacuzzi's, and a lot of cabana's at your disposal. close to the Tulum ruins, and a beach near by if you wish to go to the beach. the waitstaff was very pleasant, and front desk was also nice. I just wish it had a little bit of entertainment in the evening. If you are into yoga, this is all it had, it has a gym, biut it was under construction while we were there. so we couldn't use it..it has a spa, but we did not use it. a pool room, but it was all guys, no woman..

  • Stayed March 2014, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
2 Thank Marisa D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Kore Tulum Retreat and Spa Resort

Property: Kore Tulum Retreat and Spa Resort
Address: Carr.Tulum Boca Paila Km 3.8 Lote 48 | Carretera Federal Playa - Tulum, Tulum 77789, Mexico (Formerly Zenserenity Wellness Resort Tulum)
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Tulum
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
Ranked #29 of 90 Hotels in Tulum
Price Range (Based on Average Rates): £££
Hotel Class:4.5 star — Kore Tulum Retreat and Spa Resort 4.5*
Number of rooms: 94
Official Description (provided by the hotel):
Kore Tulum Retreat and Spa Resort is a temple of health and beauty devoted to the fine art of indulge and relax our guests. Located in the Paradise of Tulum. Only 90 minutes away from Cancun International Airport. Is the perfect place to enjoy an extraordinary Wellness Holistic Experience where you will find the right balance for mind, body and soul. ... more   less 
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