Biwa Tulum

Points that really stick out for us: really clean hotel and rooms, really friendly staff who always say hello and can’t do enough for you, central location to the main street. We loved staying at this hotel. The staff were always smiling and so helpful (thank you so much). The WhatsApp service is excellent for asking questions or requests and the staff speak great English. The hotel was very clean, the rooms were very clean and we like how the floor was washed by the maid each time. There is a roof top area with a bar and sunbeds but nearly every day we checked it was empty - but a great spot to catch a sun tan. The pool area was clean and tidy but didn’t really get the sun (maybe wrong time of year January), but being 29 degrees was a nice spot to chill out. The location of the hotel was great. Next door (connected to the hotel at the rear) is an excellent breakfast and lunch spot, food was really nice and friendly staff. The hotel was on a street with a few street food vendors and several restaurants. There is also a 7-11 convenience store nearby on the corner and an XXO store too. If you walk down a side street (come out of the hotel, do a left then take any left) it’s a 10/15 minute walk to a large supermarket. Yes I would stay at this hotel again.

The worst experience that I have ever had with a hotel. Avoid this place unless you want to lose your money. I had initially booked a 2 week stay in early 2021 (there isn't an option to select a date from that year so i had to pick June 2023 when writing this review). Shortly after making the booking, was no longer able to go on the trip. I contacted the hotel and they said a refund was not possible but that they could let me move the dates to another time in the next 12 months. I said fine, but okay. I picked new dates many months into the future and as the days got closer to my new dates, I contacted the hotel -- they told me that there was a chargeback and that my reservation was now cancelled. I never got any money so I called and emailed them many times without an answer for weeks. The dates that I wanted passed by, and I missed being able to stay at this hotel. They finally got back to me and said sorry for missing my emails but there's nothing they can do now. I was robbed of ~$2,500 and have been trying to get my money back for 3 years with no success. I would hate for someone else to deal with this so am now finally writing this review to share my experience.

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.