Catalonia Royal Tulum

Beautiful as always, the staff are always kind very attentive. We wanted a peaceful and fun getaway and it exceeded our expectations.

I am genuinely disappointed to be leaving this review because Catalonia is a fantastic resort supported by many hardworking and dedicated staff members who consistently go above and beyond to make guests feel welcome.This was our second stay. We absolutely loved it last year, which is why we returned, but unfortunately this visit did not meet the high standards we experienced previously.Our initial room was not what we would expect from a five-star resort. We had hoped to upgrade on arrival, but the reception staff member was unable to provide a clear price and kept presenting different options, which became quite confusing after a long day of travelling. As we were tired, we decided to keep the room we had been allocated. Although it was clean, it felt very dated.The following morning, after heavy rain overnight, water began running through the walls of the room. To their credit, the resort moved us immediately to a much better room. We still considered upgrading and purchasing the Beloved package, as we had done last year, but the cost was around three times higher than what we paid in 2025, so we decided against it.Unfortunately, this stay is where I fell out of love with Catalonia. The vast majority of staff were friendly, professional and worked extremely hard. However, our experience with the room attendant left a very poor impression.We noticed that each day after the room was cleaned, the air conditioning had been adjusted to 25°C. We would lower it again, only to find it reset the next day. After four days of repeatedly returning to a hot room, we eventually began leaving a daily tip, and from that point onwards the air conditioning remained at the temperature we had set.Whether this was intentional or not, it created the impression that the level of service was linked to tipping, which was disappointing and overshadowed an otherwise enjoyable stay.It is a shame because one negative experience should not detract from the efforts of so many dedicated staff members, yet it left a lasting impression. We enjoyed many aspects of our holiday, but this experience means we will think carefully before returning again.

Our Stay at Catalonia Royal Tulum (September 24 – October 1)

We stayed at this hotel from September 24 to October 1. Overall, our experience was mixed. While there were some positive aspects, several issues affected our stay, and unfortunately, we would not choose this hotel again.

The Good:

• Cleanliness: The rooms were very clean, and housekeeping did an excellent job throughout our stay.
• Beach and grounds: The hotel grounds are relatively small but cozy and well maintained. There were plenty of sun loungers, so finding a spot on the beach was never an issue. The beach itself is wide and long, making it lovely for walks.

The Average:

• Food variety: The food selection was reasonable, but I cannot say it was the best variety I have experienced at an all-inclusive resort. There was enough to eat, and we never went hungry, but the selection could definitely be improved.
• Seaweed cleanup: Before booking, I had read that the beach was cleaned very well. Unfortunately, our experience did not quite match those expectations. During our week-long stay, the seaweed was mainly removed by a special machine toward the end of the day. In the mornings, only three or four staff members were trying to clear it using pitchforks and just one or two small carts. The cleanup efforts felt insufficient, especially considering what we had read beforehand.

The Bad:

• Front desk service: I would strongly recommend avoiding Victor at the front desk if possible. His customer service was extremely disappointing. Whenever we needed assistance, he seemed uninterested in helping and would simply stand there while we tried to figure out a solution ourselves. I am generally not someone who argues with hotel staff, but his complete lack of willingness to help was incredibly frustrating. Unfortunately, he negatively affected our experience both at check-in and at check-out. In my opinion, customer service and problem-solving are essential skills for someone working at the front desk, and this was seriously lacking.
• Dinner options: At dinner, you can choose only one of the four or five à la carte restaurants (I cannot remember the exact number). However, the food selection at each restaurant felt quite limited. I would honestly have preferred a buffet dinner with a wider variety of options, where I could simply choose what I wanted to eat.
• Repeated spa and massage promotions: Throughout the day, beach staff approached us four or five times to offer massages or spa treatments. We politely declined every time, but the repeated interruptions became annoying, especially toward the end of our vacation. A single offer would have been enough.

Final Verdict:

Unfortunately, we will not be returning to this hotel. The main reasons were the limited food selection, particularly at dinner, the repeated and somewhat intrusive massage promotions on the beach, and, most importantly, our disappointing interactions with Victor at the front desk.

A hotel stay should be relaxing, and guests should feel that staff are willing to help when problems arise. Sadly, that was not our experience.

Of course, everyone’s experience is different, and I hope future guests have a more enjoyable stay. I also hope the management takes feedback like this seriously and uses it to improve the guest experience, particularly when it comes to customer service and dining options.