Ratings based on 90 Verified Reviews
4.7 Room cleanliness
4.7 Service & staff
5.0 Room comfort
4.7 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 20 Sep 2024
Amazing staff, everything so clean & quiet! No troubles at all. Loved it.
Comment from Hotel Management
5 Oct 2024 by Luis Ramirez. Hospitality Manager, Hotel Management
Dear Crystal,Thank you so much for your wonderful review! We’re thrilled to hear that you enjoyed your stay and that our staff, cleanliness, and peaceful atmosphere made your experience so pleasant. It’s fantastic to know everything was perfect for you, and we truly appreciate your kind words.We look forward to welcoming you back for another amazing stay soon!Best regards,
by A verified traveler
Posted 25 Aug 2024
Amazing views both day and night
Comment from Hotel Management
26 Aug 2024 by Luis Ramirez. Hospitality Manager, Hotel Management
Dear Lav,Thank you for taking the time to share your comments with us.We are delight to know youve enjoyed your stay.We hope to see you soon!Kind regards,
by A verified traveler
Posted 23 Jul 2024
Very disappointed in management for not informing me about the conditions prior to my arrival. Checked out the same day as my arrival and that says a lot ! They’re refusal to refund me for the days I didn’t stay on the property goes to show that they do not care about their patrons
Comment from Hotel Management
27 Jul 2024 by Luis Ramirez. Hospitality Manager, Hotel Management
Dear Cristina,Thank you for taking the time to share your feedback. We deeply regret that your recent experience with us did not meet your expectations.Upon receiving your concerns, our team promptly addressed the issues and offered solutions to ensure your comfort. Despite our efforts, we understand that you chose to check out on the same day. We respect your decision and regret that we could not provide you with the experience you were hoping for.Regarding the refund, we strive to adhere to our policies while also trying to accommodate our guests as best as we can. We understand that this situation has been disappointing for you, and we genuinely care about the satisfaction and well-being of our guests.We value your feedback and will use it to improve our services and communication with future guests. We hope that you might consider giving us another opportunity to provide you with a better experience in the future.Warm regards,
by A verified traveler
Posted 22 Jun 2024
We had no heated water while there, even with many attempts of the maintenance people to fix the issue.
There's no sidewalks or even paved street in front of the hotel, so during rainy weather is a completed mess and unsafe.
Comment from Hotel Management
25 Jun 2024 by Luis Ramirez. Hospitality Manager, Hotel Management
Dear Maria Isabel,Thank you for your feedback. We sincerely apologize for the inconvenience you experienced with the hot water during your stay. We will follow up your report in order to improve.Regarding the lack of sidewalks and paved streets, we understand how this can be challenging, especially during rainy weather. Unfortunately the Government does not allow us to put cement on the road because they are protecting the mangrove. For this reason, twice a year, the neighbors in the bay come together to repair the road—once before the rainy season and once after it.We value your comments and appreciate your understanding. Please know that your feedback helps us improve our services and facilities. We hope to have the opportunity to welcome you back and provide you with a more enjoyable experience in the future.Best regards,
by A verified traveler
Posted 16 Jun 2024
Comment from Hotel Management
17 Jun 2024 by Luis Ramirez. Hospitality Manager, Hotel Management
Dear Rayanna,Thank you for taking the time to share your comments with us. We are delight to know youve enjoyed your stay.We hope to see you soon!Kind regards.
by A verified traveler
Posted 4 Jun 2024
We returned to this area of Tulum after our stay at one of the sister hotels, Mereva, last year. The area is quiet and more private than the busy Tulum strip which we prefer. Nerea is a bit more lively than Mereva. We stayed in an oceanfront room in April. If you want to avoid seaweed best to come before April or after September. The weather was perfect. Staff is great. It’s safe, the food is wonderful. Great pool and lounging options. Only thing I’d say as constructive criticism is the beach area was a bit neglected - it didn’t get raked in the morning like they did at Mereva, and staff didn’t seem to be picking up finished beer bottles, cups as frequently as I would have liked. There could have been a bit more maintenance too like weeding around the beach. Would make a big difference. Overall this is a great hotel, great location, great staff and great food and I’d recommend. Would also recommend the Tucan Kin shuttle from the airport and the Tulum ruins / snorkel tour with the included lunch option - it was top notch.
Comment from Hotel Management
5 Jun 2024 by Luis Ramirez. Hospitality Manager, Hotel Management
Dear Jennifer,Thank you for taking the time to share your detailed feedback about your recent stay with us at Nerea. We're delighted to hear that you enjoyed the quiet and private atmosphere of our location, and that you found our staff, food, and pool facilities to be excellent.We appreciate your constructive criticism regarding the beach area. Your comments about the maintenance and cleanliness are important to us, and we will ensure that these issues are addressed promptly to enhance the guest experience.Thank you also for your kind recommendations of our hotel and the Tucan Kin shuttle and Tulum ruins/snorkel tour. We are pleased to know that you had a top-notch experience with these services.We hope to welcome you back again soon for another wonderful stay.Best regards,
by A verified traveler
Posted 31 May 2024 on Hotels
Comment from Hotel Management
5 Jun 2024 by Luis Ramirez. Hospitality Manager, Hotel Management
Dear Rocky,Thank you for taking the time to share your comments with us. We are delight to know youve enjoyed your stay.Kind regards.
by A verified traveler from New Caney
Posted 31 May 2024
Comment from Hotel Management
22 Jun 2024 by Luis Ramirez. Hospitality Manager, Hotel Management
Dear Kessel,Thank you for taking the time to share your comments with us.We are delight to know youve enjoyed your stay.We hope to see you soon!Kind regards.
by A verified traveler
Posted 28 May 2024 on Hotels
Comment from Hotel Management
31 May 2024 by Luis Ramirez. Hospitality Manager, Hotel Management
Dear Julianna,Thank you for taking the time to share your comments with us.We are delight to know youve enjoyed your stay.We hope to see you soon.Kind regards,
by A verified traveler
Posted 20 May 2024
Amazing place!
Comment from Hotel Management
21 May 2024 by Luis Ramirez. Hospitality Manager, Hotel Management
Dear Christelle,Thank you for taking the time to share your comments with us.We are delight to know youve enjoyed your stay.We hope to see you soon!Kind regards.
