Hotel Fire at Amansala in Tulum
 

We just returned to the U.S. from a 3 day stay in lovely, rustic Tulum, which is 80m. south of Cancun. We stayed at an "eco-resort", Amansala, which has just 11 rooms on the beach. All the rooms were occupied by guests of a wedding that was to be held the day after our arrival. At 2:30am on the night of our arrival, we awoke to yelling and shouts, "Get to the water, there is a FIRE!!" Fumbling around in the pitch black (there is no elec. at night at this resort), we thought this was a joke but it wasn't. The joke was the hotel owners believing that the Mexican Fire Dept would show up (it didn't) and the Police Dept would help get rid of the fire (they watched for a few minutes and left). The guests that were amassed on the beach with half-packed bags decided to do the right thing and help put out the fire. We formed a bucket brigade and literally passed water from the sea to the fire (until a hose was connected and dragged to the fire site) that broke out across the street from the resort. Thank God the wind wasn't blowing in the other direction or we all would have probably perished, as there was a large propane gas tank for the resort very close to the fire. We all worked as a team, filling buckets and passing them to put out the fire for TWO HOURS. One of the owners videotaped this mess so she could show the Mayor what an egregious mistake the Fire Dept. made in not responding to their call. Many of us got smoke inhalation, insect bites, cuts (those of us who couldn't find our sandals in the dark). What did the owners do to thank their guests for saving their resort? They charged us FULL PRICE and another 10% to process a credit card for payment (which was never disclosed to any of the guests previously). Unbelievable. I am so disgusted with this lack of common sense? common decency? by the owners that I had to post this message. You'd think they'd at least offer to pay for one night -- I think my life is worth it and they'd probably agree that their resort is worth it. So, go to Rancho San Eric instead - it's very nice and I'm sure they have the sense to put together a safety plan in case of a fire.

Wow! What a scary experience. You are right! The owners needed to give everyone a night free, and be happy that the whole damn thing didn't burn to the ground. They should've been thankful instead of cheap!

WOW! What drama.

It's too bad all you got was a great story to someday tell the grandchildren.

I am really appalled that the owner of this place did not AT THE VERY least give you a free night.

I would be posting my story on all of the boards too.

What a terrible experience! Two thoughts come to mind....(1) try appealing to your credit card company for the charge for the night in which you did not receive services, and (2) I don't believe merchants are allowed to charge a fee for the use of a credit card. I'm sure you will find this clearly to be the case with your card provider. A merchant can offer a discount for cash payment but may not charge a fee for credit card use.

Thanks for your notes! And I really appreciate the tip on contacting our credit card company - the 10% charge sounded very fishy to me too! We'll appeal the charge overall.

Thanks fellow travelers!
:-)

We just got back from two weeks in Mexico and Belize. Almost everywhere we charged food in Belize told us there would be a 5% charge for using plastic.
Seems to be pretty common. Jean

Wow, absolutely incredible that this hotel wasn't at least offering everyone their stay for free, I am disgusted. The guests saved the hotel and then get charged %10 on top. Well, I am from Playa del Carmen and am glad to read this as there is nothing I hate more than hotels that claim to be so "eco friendly", and saving a fortune on not providing electricity, and then treating people so badly when without their help there would no longer be an Amansala. Thanks for writing this as now I will patronize the other hotel you suggested.

This thread is 7 years old.

Exactly and the person who posted after 7 years is a first time poster. ?? Amansala has the bikini bootcamp and is still in Tulum. I think there is more to this resurrected post.

Interesting resurrection.

Lisa - you might appreciate knowing that Rancho San Eric is not a hotel. It's a collection of rental homes within a property known as Rancho San Eric where the homes are off the grid (as is all of Tulum along the Boca Paila Rd) thus supplying their own electricity via solar/wind and sometime generator. Since you are from PDC, you should already know the situation of the hotel zone in Tulum and it's elec usage.

You might also like to know that the old Amansala is now called LUV (only half of it, though). Amansala built a new place up near Hemingway.