Bakal Tulum By Lockey

Great staff, safe location, great location!

Street view room was noisy, vehicle's and barking dogs every night. Good location, within walking distance to shops, stores, restaurants, and food carts.

Nice place, convenient location, nice staff, Emmanuel was always attentive and helpful, the night security staff as well especially Agustin and Jorge. Inside parking, nice room amenities and distribution.

We had a great time here, unfortunately we were meant to stay in the penthouse, but when we arrived it had a leak in the ceiling from the plunge pool that cold not be fixed. Rooms are still being finished in the building. The elevator was also out for 3 days and not fixed by the time we left. There is no swim up bar. The rooftop pool was great and the gym. It is pretty self service and you need to ask for things like towels and tpaper. The studio apartment is pretty small so if you have alot of luggage it might get a bit awkward moving around. The best part of the stay was Emmanuel the bakal concierge he was great and available 24hrs it seemed. He had great tips on things to so and able to make bookings and great recommendations. Always willing to help and nothing was a problem. Make sure you get electric bikes to get to the beach and ruins. A must is illos restaurant had so much fun there. Thank you Emmanuel for all that you did to make this a memorable experience for us. We had a great time!!!🙂

My stay at the Bakal was wonderful. The room I stayed in was kind of small, but it had everything that I needed. The property is really nice and it’s in the middle of the local community. I felt safe. It’s not far from the beaches. I will stay there again.

The positives: The rooms were beautiful and modern. The hotel location was excellent. Probably a decent choice if you only need one room. The cons: I celebrated a milestone birthday and had a larger reservation. I had an incredibly frustrating experience at this hotel. First and foremost, the hotel failed to reimburse me for rooms that were canceled, despite their cancellation policy clearly stating they would do so. I reached out multiple times for a refund, but they ultimately refused to honor their cancelation policy. After many texts, and emails with Angel (finance) and Emmanual (concierge) who agreed that I should be refunded, the process dragged out to over 2 months with excuse after excuse. I finally resorted to asking my credit card company to dispute the charges, and was promptly refunded. Out of the 5 nights we stayed, our penthouse only had hot water for 1 night. The other rooms in our party also experienced cold water the first night of checkin. The hotel had to call a maintenance person twice to troubleshoot the cold water issues. The shower design is horrible. Water runs everywhere when you shower. The brand new sink fixtures of 2 years were taped, because water sprayed from the kitchen faucet. The concierge service was another massive letdown. It was clear the concierge is not equipped to handle a larger reservation. I made several requests for assistance prior to arrival, but responses were either slow or non-existent until I repeatedly followed up. The days when Emmanual was free to help, we were able to secure reservations for transportation and a couple of restaurants. He did make some good recommendations. Our special event was mishandled, with important details being overlooked or ignored, making what should have been a memorable occasion a hassle. We were scrambling to find rooms where the private chefs could cook because the hotel did not have a proper kitchen, and we had to ask each guest to bring their own silverware and plates to dinner. If you lose your room key, the hotel doesn't have updated technology to open your door without calling a locksmith because they only have 2 physical keys per room. This outdated system added another layer of inconvenience to an already frustrating stay. This hotel is severely lacking in many areas. I would advise anyone looking for a smooth, enjoyable experience to look elsewhere. I would also strongly advise any potential investors to look elsewhere. The hotel's lack of modern systems and inefficient processes make it an unappealing investment opportunity. New staff personnel would be required to run this investment effectively and honestly to deliver a consistent, high-quality experience that will generate long-term profitability.