Biwa Tulum

La peor experiencia que he tenido en un hotel. Evita este lugar a menos que quieras perder tu dinero. Inicialmente había reservado una estadía de 2 semanas a principios de 2021 (no hay una opción para seleccionar una fecha de ese año, así que tuve que elegir junio de 2023 al escribir esta reseña). Poco después de hacer la reserva, ya no pude ir de viaje. Me comuniqué con el hotel y me dijeron que no era posible un reembolso, pero que podían dejarme cambiar las fechas a otro momento en los próximos 12 meses. Dije que estaba bien, pero que estaba bien. Elegí nuevas fechas muchos meses en el futuro y, a medida que se acercaban los días a mis nuevas fechas, me comuniqué con el hotel; me dijeron que había una devolución del cargo y que mi reserva ahora estaba cancelada. Nunca recibí ningún dinero, así que llamé y les envié correos electrónicos muchas veces sin respuesta durante semanas. Las fechas que quería pasaron y no pude alojarme en este hotel. Finalmente se comunicaron conmigo y me pidieron disculpas por no haber recibido mis correos electrónicos, pero que no hay nada que puedan hacer ahora. Me robaron unos 2500 dólares y llevo 3 años intentando recuperar mi dinero sin éxito. No me gustaría que otra persona tuviera que lidiar con esto, así que ahora finalmente escribo esta reseña para compartir mi experiencia.

Celebré mi cumpleaños en Tulum. Nos quedamos tres noches en el Hotel Biwa y nos dieron la suite. Estaba muy limpio y Stephanny fue un placer. La piscina era relajante. La ubicación del Hotel Biwa es excelente. Los restaurantes están a poca distancia a pie, al igual que el centro de la ciudad. Volveré.

We stayed here for 8 nights. This hotel is new and clean, well-decorated and in good location (close to Tulum centro with restaurants and shops). The personnel was very nice and quickly responded to all our requests. Our room got cleaned every day and smelled fresh. It was nice to have a kitchen and a large bathroom. I recommend getting a room with a balcony. There is a community room with a small gym and even a pool table. They offer rental bicycles for 200MXN per day (15-20 minutes to bike to the beach). The rooftop was nice as well and you can watch sunset from there. They have a cafe “Don Tomas” on the ground floor where they serve delicious breakfast and lunch. A couple of negative comments: this hotel is in the noisy neighborhood (barking dogs, vendors etc) and the pool area is facing north (no direct sun).

One more nice stay at Biwa , friendly people and great service room is tidy and big there is all you need , great breakfast at restaurant next door and bicyckle rent and transport by car , close to main street in tulum and safe area , can only recomend to stay here , we had nothing to complain about, we will stay again when in Tulum .

The hotel was very clean and had excellent security. However, hidden fees on check-out were a surprise. We had 2 rooms for 3 days ($800 total) and were advised at checkout that we owed more money. 2 bottles of water, 2 coffee 'pods' and sugar packets are "complimentary" in the room and are free for guests staying 1 day only. Guests staying more than 1 day are charged additional fees (at check-out) for bottled water and coffee 'pods', but BIWA does not post signage for this anywhere, definitely not in the rooms nor at the front desk and front desk clerks do not advise guests that additional fees were being applied for these items. We were even told that we had to pay for the sugar packets supplied in the rooms even if they aren't used. If you stay here for more than 1 day and require more than 2 bottles of water or more than 2 coffee 'pods', expect to pay additional unadvertised fees before leaving the hotel.

I don’t understand these other reviews. We did not have a great experience with the hotel staff. The girl who checked us in and was there the majority of the time during our stay did not speak English. She tried, but it was very broken and confusing. It was easier to understand her speaking in Spanish. No one offered to help us with anything (dinner reservations, directions, tour booking-nothing). We asked about a beach club one day and the front desk did call for us but then just handed us the phone to talk to the club, Pool was EXTREMELY cold and it’s shaded by the walls of the hotel so hardly anyone used it. The rooftop was closed for the 3 days we were there. We didn’t have any club noise, the hotel is a few blocks from the main drag, but we did hear cars driving by all night. The balcony doors aren’t sound proofed at all. I brought ear plugs so it wasn’t too bad. Not enough towels. Bikes available for rent onsite for 500mxn per day. Only good thru the day of, not a 24 hour rental like most others. Bikes were okay. We didn’t use the kitchenette, but it was not well stocked if you wanted to cook. 3 stars because the hotel was cheap, clean, fairly well located, and the on-site restaurant had a solid breakfast.