VR Club Tulum Riviera

We booked a stay here as a party of 5 to celebrate a double birthday (myself and my sister), paying £5,500 for 3 people based on the glowing reviews. We arrived excited but left completely disappointed and angry. This hotel is nowhere near a 5-star standard. The rooms are incredibly tired, and the resort is visibly cutting corners. The Food & Drink Slump: There is absolutely no "international buffet." For breakfast, there was no buffet at all—no fresh fruit, no yoghurts, and none of the basics you expect. Instead, there was a tiny menu with only 3 or 4 items to choose from. This was the same for every single meal. With only one restaurant open, the choices were severely limited. I was served a cold lasagna and had to send it back, and there were no salads or vegetables available to go with meals. When we spoke to a staff member, they admitted that because things are so understocked, staff sometimes have to buy ingredients out of their own wages just to get by! To make matters worse, they charged us a staggering £77 for a birthday cake that would have cost £6 in a supermarket. Appalling Bar Service: The bar does not serve draught beer, only bottles. When we asked for cocktails, they tried to serve them in tiny plastic cups. When I flatly refused to drink a cocktail out of a plastic cup at a "premium" resort, the bartender slammed a glass onto the bar and shouted "NO" at me. Absolutely shocking behavior. Management Excuses: The situation became so unbearable that we checked out after just 4 days and moved to a real 5-star resort (the Hotel RIU) where everything was perfect. When we met with the manager to complain, he openly admitted that because it was the low season, the hotel "could not afford" to put on a buffet menu and had to limit items. He claimed we just had to ask for things and they would get them, which was a flat-out lie. When we checked out early, the receptionist didn't even ask why we were leaving or seem to care—clearly, guests walking out is a common theme here. They tried to force me to sign a paper waiving my right to any refund, which I completely refused to sign. Tax Discrepancy & Broken Promises: Be warned about the front-desk fees. I was charged an unusually high hotel tax of £83 for a 10-day stay here, whereas at the massive 5-star RIU resort, I only paid £7 for 7 nights. The manager promised in writing to refund the £77 birthday cake charge, but I have still not received it. He is now ignoring the issues and claiming he will process it in mid-October when he returns from a trip. I have zero faith this will happen. I honestly do not know how this hotel has received good ratings. Perhaps those guests are used to low standards, but this property does not meet its advertised description in any way. Do not waste your money here.

Beautiful grounds and setting. The rooms are spacious and large bed. The older rooms look amazing but inside are tired, we all didn’t sleep that well. The showers were cold, I had one warm shower in the 3 days we were there. You are given one beach towel each and when we went to ask to have this changed there were no towels available, this happened each day. The cleaning staff and gardeners work extremely hard and do a fantastic job. The breakfast is absolutely amazing the chefs cook fresh pancakes and omelettes which are delicious. Breakfast is 7.30-9.30am and it’s best to get there at 7.30am as lots runs out. We saw lots of places on the beach where turtles had laid eggs so this would be an amazing place to go to see this. We were unfortunate that the beach was covered in seaweed which was smelly so couldn’t swim in the sea or see turtles/the reef

Our stay at VR Club Tulum Riviera was absolutely incredible. From the moment we arrived, we were welcomed with genuine warmth and exceptional hospitality. The rooms were spotless, comfortable, and beautifully maintained, creating the perfect atmosphere to relax and enjoy our vacation. A special thank you to Antonio, the hotel manager, whose professionalism, kindness, and attention to every detail made our stay truly unforgettable. We would also like to thank Eliseo, Lucio, Xelia, Miguel, and the entire staff for always being friendly, helpful, and making us feel at home every single day. Their dedication and genuine care for guests are what make this hotel so special. Everything exceeded our expectations—from the excellent service and peaceful atmosphere to the outstanding customer care. We couldn’t have asked for a better place to stay in Tulum. We highly recommend VR Club Tulum Riviera to anyone looking for an exceptional experience, and we will definitely be back. Thank you for making our holiday so memorable! 🌴✨

If I could give more than 5 stars, I absolutely would. Even 7 stars are less! We've been lucky enough to travel to many beautiful places around the world, but I can honestly say that VR Club has one of the most incredible teams we have ever had the pleasure of meeting. There are luxury hotels with breathtaking views, expensive resorts with beautiful rooms, and places with endless amenities... but every now and then, you find something that money simply cannot buy: extraordinary people. VR Club is one of those rare places. From the very first moment we arrived until the moment we had to say goodbye, every single member of the team made us feel genuinely welcomed, respected, appreciated, and cared for. Not because they had to—but because that's simply who they are. The biggest thank you of all goes to Antonio. In all of our travels, we have honestly never met a hotel manager quite like him. Antonio doesn't just manage a hotel—he inspires everyone around him. His professionalism is exceptional, but what truly sets him apart is his heart. He remembers people, listens, helps without hesitation, leads with humility, and makes every guest feel as though they are the most important person in the hotel. Great managers create successful businesses. Extraordinary managers create unforgettable memories. Antonio belongs to the second category. A heartfelt thank you also goes to Antonio, Eliseo, Lucio, Xeila every single member of the VR Club family. We wish we could mention every single name because every person we met contributed to making this holiday unforgettable. Every smile, every conversation, every recommendation, every greeting, every small gesture of kindness reminded us that genuine hospitality still exists. What impressed us most wasn't the hotel itself—it was the people inside it. Rooms can be renovated. Pools can be rebuilt. Restaurants can change. But a team like this is something truly priceless. Beyond the incredible people, the hotel itself exceeded our expectations. Our room was spacious, spotless, and featured a beautiful balcony with a wonderful view. The beach and swimming pools were stunning, clean, and perfect for relaxing, while the overall atmosphere gave us the freedom to truly enjoy our vacation at our own pace. The food was fresh, delicious, and offered plenty of variety every day. Every detail reflected the passion and care of the entire team, making VR Club not just a fantastic hotel, but a place we will always remember. We arrived as guests, but we leave feeling like we are saying goodbye to family. Travel gives you beautiful photos. Places give you memories. But people give you emotions that stay with you forever. That is exactly what the entire team gave us. Thank you for reminding us that hospitality isn't about luxury—it's about humanity. You didn't simply give us a vacation. You gave us memories that will stay with us for the rest of our lives. To everyone at VR Club, thank you from the bottom of our hearts. If you're reading reviews wondering whether you should stay here, stop searching and book it. One day you'll forget the room number. You'll forget what you ate for breakfast. You'll even forget the weather. But you'll never forget the people who made you feel at home. We certainly never will. With gratitude, respect, and admiration, thank you to the entire VR Club family! You are, the finest hotel team we have ever had the privilege of meeting anywhere in the world. Without a doubt, one of the best hotel teams we have ever encountered anywhere in the world.

The rooms are ok definitely need to be updated more modern need to have wash clothes . Food was not that good. But it was an ok stay! Hotel had a lot of seaweed smell was bad.