We notified hotel owner of our arrival in advance, but he wasn't on-site for the next 3 hours, so we had to check-in with service engineer who doesn't speak english. It was challenging.
The next problem appeared with water outages and air conditioning for a 3 days. So property wasn't prepared for the clients. Looks like currently all these problems solved.
The Hotel's personal(which are the family of hotel's owner) are very friendly, but most commonly not speaking English.
The property itself located between a poor and rich districts, and it could be confused for the first look, but all the people in the Tulum are very friendly.