I was staying in Alea Tulum for one night during a 17 days trip in Mexico, Guatemala and Belize. It was definitely one of the most expensive hotels I stayed in during this trip, so the disappointment from my stay here was even greater. The hotel itself is beautiful, architecturally and setting wise. The views are great, the rooms are specious and clean. Unfortunately, I experienced several inconveniences and unsatisfactory services that did not allow me to enjoy those features and in fact, my stay at Alea was a total nightmare. Due to an apparent electricity interruption, which according to the maintenance and front desk personal I spoke with, are quite often, the air conditioning in the room stop working and could not maintain a comfortable temperature and humidity level (over 30 degrees and high humidity level), resulting in a restless and uncomfortable night's sleep. In addition, no electrical outlet or utility in the room was working preventing the use of TV, Coffee Machine, Fridge etc. More so, there was no WiFi service, and I could not charge any of the electrical devices I had including phone, earphones, battery packs etc. which impacted my ability to use them the next day. After a sweaty, hot and restless night a reasonable breakfast would have been nice. Unfortunately, that was not going to happen as well - no hot service, and most importantly - no coffee during breakfast. As this seems as a common issue, one can expect a warning message on the website to notify potential guests of the possible conditions they might face and in accordance with the hotel standard, one would expect they will have an alternative source of energy that can provide their guests with the services they should provide as a reputed establishment. I waited with this review for 2 month, approaching the hotel numerous times for comments and for a chance to make good on a bad situation by providing some kind of an apology and a compensation for the inconvenience caused during my stay, due to the lack of most services they have said to provide. Unfortunately, until now, no response has been received from the hotel, or their management, and needless to say that my expectations that they will promptly address this matter and provide an appropriate response, were left unanswered. Good hotel is not just about nice room and beautiful view. It's first and foremost about customer service. Mostly, that being determined by how you are dealing with problems and with unexpected situations that impact your customers. The test is not IF you will have problems - that is almost a given any business - but rather HOW you deal with them once occurred. Alea Tulum has tremendously failed that test, and performed miserably to correct it. I would highly suggest not to stay there. There are so many other options in Tulum, with the same view but with a much better service.
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