Hotel Naay is an oasis in the heart of Aldea Zama, the most exclusive area of Tulum. Thank you to the entire team at Hotel Naay for an exceptional stay! It is not in the hotel zone or on the ocean, but I wanted peace and quiet, so this was an oasis in what can be a very noise polluted Tulum Don't hesitate to stay here as you might regret if you don't. Where the team went above and beyond for their guest. This was an example of exceptional customer service. I worked in hospitality for 25 years and have managed hotels/resorts around the world. Shortly afterwards the manager on duty, Ilmar and the security person, Jair were removing the car battery from the managers personal vehicle which they then placed in my rental car to jump start it as we had no jumper cables. I talked with Ivan at the Front Desk who said that he would get help. The night before I was due to drive back to Tulum, I discovered that the battery of my rental car was dead. The rooms were spotless and the hotel was constantly being cleaned. From the design, to the rooftop pool, the fantastic AC in the rooms to one of the most comfortable hotel beds I have ever slept in. Thought has been given to most everything. The attention to detail in this hotel is incredible. Luckily there were 2 rooms available and we were all set. He was kind, understanding and went out of his way to help us. Emmanuel from Reservations was at the Front Desk. I was so grateful to stumble across this beautiful boutique hotel after the AirBnB that I had booked for a week was impossible to stay in! I walked in desperate to find accommodation as it was the Thursday before Easter Friday.
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