Kate
We stayed at the Holiday Inn Tulum for 2 nights as a group of 9, travelling as a family, and honestly it was a bit of a mixed bag.
We had booked 3 rooms and specifically asked to be close together. Instead we were spread across 3 completely different levels, which made things really inconvenient with kids and coordinating plans. It kind of defeated the whole purpose of booking as a group.
The buffet breakfast was 250 pesos per person and it felt like a complete rip-off. There were no clean plates available when we arrived, and we had to keep asking for food to be refilled otherwise there wouldn’t have been enough to eat. It just felt really poorly managed.
Service overall was lacking. There was often no one at the front desk to help with basic things like pool towels or questions. No assistance with luggage at all, which is tough when you’re travelling with kids and multiple bags. My mum asked for a kettle for tea, was told it would be sent up, and it never came.
Even small things added up, like not having enough room keys to give us 2 per room, which you’d expect as a minimum from an international chain.
On the positive side, the rooms themselves were clean and comfortable, so no complaints there. The ground floor pool was great for the kids.
But overall, for a brand like Holiday Inn, I expected a much higher standard of service and organisation. It just didn’t live up to what you’d expect, especially travelling as a big family.
We had booked 3 rooms and specifically asked to be close together. Instead we were spread across 3 completely different levels, which made things really inconvenient with kids and coordinating plans. It kind of defeated the whole purpose of booking as a group.
The buffet breakfast was 250 pesos per person and it felt like a complete rip-off. There were no clean plates available when we arrived, and we had to keep asking for food to be refilled otherwise there wouldn’t have been enough to eat. It just felt really poorly managed.
Service overall was lacking. There was often no one at the front desk to help with basic things like pool towels or questions. No assistance with luggage at all, which is tough when you’re travelling with kids and multiple bags. My mum asked for a kettle for tea, was told it would be sent up, and it never came.
Even small things added up, like not having enough room keys to give us 2 per room, which you’d expect as a minimum from an international chain.
On the positive side, the rooms themselves were clean and comfortable, so no complaints there. The ground floor pool was great for the kids.
But overall, for a brand like Holiday Inn, I expected a much higher standard of service and organisation. It just didn’t live up to what you’d expect, especially travelling as a big family.
