Casa Gitano

Casa gitano is beautiful! It feels very secluded, cosy, jungle vibe and the staff are all lovely. We had a slight problem with our room on check in, but Era was so helpful in sorting us a new, better room and made it special for me with a birthday chocolate treat. It felt super personal and we loved the space. We would return. Only points of improvement are WiFi / general connection across the hotel and maybe some mosquito spray or net in the rooms may be helpful, and ideally some free bottled water or coffee as per standard in other hotels Thank you again

The hotel is nice and located in a more quiet part of tulum, away from the noise but close enough to walk to all the main things to do. The staff was friendly and the waiter Ian was super atentive. Good quality-price place if you’re looking to be on the beach in Tulum

We had an excellent check in experience. Both individuals at the front desk were friendly and helpful. They provided us with check in cocktails. We also had a lovely cleaning lady for our room who never took anything. There was a bit of construction going on in the back but it was only during the daytime after 10amish to the early afternoon then it was done. We always had a peaceful sleep. The only thing that ruined our experience here was the lack of service from the restaurant. Our very first breakfast there was a disaster. My friends had gone to start breakfast half an hour before me. When I arrived, they still had not received their coffee order which was just coffee- it wasn't anything fancy. When we finally asked, the waitress shared that the coffee machine was broken. I'm unsure why she didn't share this immediately or until we asked, so we can decide to go elsewhere for breakfast if needed. It always felt like we were the ones who had to provide customer service to her. She seemed stress and as if she did not want to be there. We had ordered two huevos rancheros and one came with fried eggs as the menu stated but the second one came with scrambled eggs. When I told her the second order is wrong, she said that's how the huevos rancheros are made. She made up a lie on the spot rather than apologizing on behalf of the cook, it was probably his mistake and just have him fix it. My friend also ordered an omelette with everything because there were ingredients on the menu so she meant everything on the menu. The waitress did not clarify or ask for clarification from her. When the omelette came out, she was missing the green which again is not a big deal at most restaurants. Usually, the waiters apologize for the misunderstanding and just add in the missing item(s). In this case, again she says that when we ask for everything it is only cheese and ham but never thought to share that "everything" meant something different from the menu or she just again made up another lie rather than a quick fix. The first coffee finally showed up 45 minutes aftre we sat down but no sugar or cream was included so my friend asked for cream which they do not have but said they can bring milk, which works. 15 minutes later, they still had not brought her milk so her cofffee was already cold by then. I've been married to a Mexican man whom I met in Guadalajara for almost 20 years and I've spent a lot of time in restaurants Mexico with him and my suegra and I know this is not normal for restaurants in Mexico or even Tulum. We had planned to spend most of our meals there but after that, we avoided the restaurant. We went back on our final day and another waitress served us instead so it was a better experience but we also knew how to provide customer service to them this time which should never be the case. The restaurant should always be the one to provide the customer service. We asked when we first arrived if the coffee machine was working and we