Pepem Holistic Experience - Peaceful Retreat Near Tulum

Hermosa experiencia, lugar, naturaleza, atención del personal. Fue mi cumpleaños y recuerdo el cariño y atención en todo momento, desde la mesa del desayuno, la postal, las flores, todo especial!!! Destaco la atención de Alan de recepción y el chef. Sin dudas un lugar para volver!

May as well be a bait and switch. Bartender was fired (?) the day we arrived, so we were told their drink menu couldn't be honored for the duration of our stay. Management messaged to say they could only serve a limited menu, but even when my partner ordered a margarita we were told that nobody knew how to make one. We were the only couple at the resort for several days. The staff told us management wouldn't approve any new food to be purchased, so the restaurant menu wasn't to be honored either. Later the management told us some things are difficult to find in a small town like Tulum, but there are two huge grocery stores that we personally shopped at which were as stocked as any super walmart. This explanation came after we couldn't get milk for our coffee, and "there's no milk in a small town like Tulum" is a completely false line of reasoning. They have kitchenettes in the rooms but no cookware, nor plates/silverware. We were told they're "stored elsewhere" but it's pointless since you can't actually use the fridge. Their solar system cannot supply enough battery power to run it overnight. One of the staff literally told us not to plug it in because we'd run out of power for fans/lights during the night. The electricity will frequently cut off for 15+ minutes at a time. The rooms can't be secured (we stayed in two) because the door locks are broken, so plan to take everything with you if you leave. Hot water takes forever, runs out immediately, and has zero water pressure. One of the chairs in our room had an obvious fecal stain on it when we checked in - we told the staff about it but it wasn't changed until we messaged management the next day. After that, staff told us not to message management because they'd get in trouble. After one sleepless night where the staff stayed up drinking next to the pool and shouting until 3am, my partner was told her scheduled massage had been canceled because management had fired the masseuse. We were told "she would come back if you pay cash" according to the front desk guy, which felt like a weird scam. From the messages we were sent when we told the management about the myriad issues we had, it sounded like they were actually there for the shouting party. Seems weird when they also tell guests to respect a quiet atmosphere. Employees constantly complained about management, and the management basically told us "people don't come here to drink" when we told them we were upset their menus wouldn't be honored. I hated this place, and we checked out two days early to go to an airbnb 40 minutes away. Maybe at some point this place used to be nice - it sure photographs well and looks pretty in person - but the experience is garbage and I hated being there.

The staff were great, but our room wasn’t secure because the door didn’t lock, the hot water repeatedly failed, and stains were visible in the canopy above our bed. They could not fix these problems. We decided to leave two nights early and the absentee managers refused to allow the concierge to refund our payment for those final two nights. The poolside beds were too filthy to lounge on, too. Avoid Pepem until they get new management. You deserve better.

Leider musste ich bei Anreise um 10 Uhr abends nach vielen Stunden Autofahrt feststellen, dass mein Zimmer voller Insekten war. Daraufhin habe ich an der Rezeption um Abhilfe gebeten. Als wir gemeinsam im Zimmer waren, ist noch ein Skorpion aufgetaucht, den der Herr vor meinen Augen unter einem Glas ersticken lassen wollte. Nach langem Todeskampf hat er darauf getreten, um ihn zu erlösen. Ehrlich gesagt fand ich das nicht richtig, man hätte diesen auch aussetzen können. Da ich mich nicht mehr wohlfühlte und durch die vielen Insekten kein Auge zugetan hätte, musste ich mich wieder verabschieden und bin wieder völlig übermüdet eine halbe Stunde zurück in die Stadt gefahren, um so spät noch ein Hotel zu finden. Was mir auch gelang. Leider ist mir beim Check-in aufgefallen, dass mein Reisepass noch im Drucker an der Rezeption im Pepem Holistic Hotel sein musste und er mir nicht zurückgegeben wurde. Am nächsten Tag durfte ich wieder eine halbe Stunde hin und wieder eine halbe Stunde zurückfahren, um den Reisepass abzuholen. Mir wurde keinerlei Entgegekommen gewährt, keine Reduzierung des Zimmerpreises aus Kulanz oder sonstiges. Im Gegenteil, mir wurde noch sehr schnippisch auf meine E-Mails geantwortet. Daher: KEINE WEITEREMPFEHLUNG!

The huts are very nice and very a pleasant place to be. The property is very beautiful and peaceful. It’s very fun being walking distance to a bunch of cenote’s. The staff were wonderful especially Adan the chef and his team. His food was amazing. He made it hard to go out and explore for food because it was so great here. A tip, don’t ask for anything specific, just let him make what he’s feeling. For every meal. That being said the Tulum area is sort of an extension of Cancun. Just kind of one resort after another. Not a lot of real Mexican culture. It’s definitely pretty but very busy and touristy. Pepem and its surrounding area ended up being our only area we really enjoyed. The myan ruins were interesting.

WOW! Staying at Pepem Holistic Experience was so wonderful. Pedro, Chef Adam and the whole staff made the overall experience welcoming, friendly, relaxing and easy and effortless. We stayed at Jungle Villa Kukulcan and ate some incredible food. Chef Adam is so talented and such a warm and authentic presence! I can't wait to come back to Pepem and host my own yoga retreat one day, as it is a beautiful space for healing experiences. We highly recommend this magical haven in the Mayan jungle. Thank you so much Pepem (means 'butterly' in Mexico!) Vincent and Roman from Canada