TAGO Tulum, an SLH Hotel

PHENOMENAL!!!!!!! Where do I begin?!! We left UMI HOTEL we had bad experience at & quickly booked at TAGO praying for a better Birthday vacation experience & SURE EXCEEDED!!!!! Mosquitos were killing me & while UMI charged us for repellent, TAGO brought me 2 bottles complimentary! Thanks to Emmanuel!! Making me feel cared for & taken care of! To top it off, I realized I left my gel/hair products at home & after asking Andrea she quickly resolved my issue and had Gel shopped for and sent to my room saving my hair day!!!!! THEN I paid $200 for Birthday arrangements at UMI, yet couldn't stay or take with me & upon arrival at TAGO they had CAKE & surprise for me!!! On top of all this the ROOM WAS BEAUTIFUL! CLEAN! SEALED DOORS AND AC to avoid the Mosquitos!!!😍 The FOOD WAS AMAZING!!! Arrived HOT & Fresh upon request!!!! There was also a Street taco guy with amazing tacos i mentioned to them I wanted more of and They immediately called my room to notify me when he was there for me to get!!! This HOTEL IS BEYOND INCREDIBLY CARING & LOVING & GENEROUS ❤️❤️ Let me NOT FORGET to mention my partner forgot my Jewelry GIFTS in the room at check-out !!!! And the housekeeper quickly came with all 3 boxes returned to us!!!!! I almost cried! At end of our stay we forgot shoes & clothes, they quickly reached out to me about, offered Shipping options and sent off for me!!!! I can't THANK Emmanuel, Andrea, Blanca, Gilbert, the housekeepers, the staff & EVERYTHING & EVERYONE whom took care of us & made our stay immaculate!!!! The service is beyond! So Grateful 🙏 ❤️❤️❤️❤️

We spent 5 days at Tago while visiting Tulum, and I honestly can’t recommend this place enough! From the moment we arrived, everything about our experience was flawless. The hotel itself is stunning - beautifully designed, super clean, and with a vibe that instantly makes you feel relaxed. The rooms were well maintained every single day thanks to the wonderful housekeeping team. Every corner of the hotel felt fresh, welcoming, and thoughtfully taken care of. The food at Tago was another highlight - every dish we tried was delicious, fresh, and full of flavor. The drinks were equally good. But what really made our stay special was the amazing team. A special thank you to Andrea, who gave us such a warm welcome upon arrival and made sure we felt right at home. Carlos from valet was always so helpful and happy, keeping our car shaded and ready whenever we needed it - a small detail that made a big difference. At the beach and restaurant, Carlos (yes, another Carlos!) took great care of us, always checking in, especially during our time spent at the beach, to make sure we had everything we needed, with a big smile every time, and genuine kindness. Noel was equally fantastic. And of course, the housekeeping team deserves a big thank you for keeping our room immaculate and arranged every morning and evening. Not to forget, our favorite detail was coming to the room every evening, to find a small absolutely delicious dessert! Gracias, TAGO!

Staying at Tago was a wonderful experience! Check in was smooth and easy, our room was ready upon arrival. It was cleaned everyday with a PM turndown refresh to which the cleaning staff left desserts! They were quick to deliver for any water bottle refresh requests (and we had a lot!) Beach time was a lovely view with servers chronically checking in on you. There were plenty of seats and cabanas. I preferred the hotel restaurant (as opposed to Fara Fara), we frequented the guacamole and shrimp tacos. The drinks felt substantial and they ran specials each day (ex. 2x1 margs). Every afternoon, Mercedes and staff would circulate with cold towels, snacks and offer to clean your sunglasses. The reception area is small which made it easy for interactions with staff, it felt like the staff knew you. Our departing taxi arrived at least 15 mins early with help from the front desk, she gave us costs so we were aware ahead of time. Check out was also smooth. This area of hotel-zone Tulum is about a 20 min walk from the nightclubs, which for us wasn’t a big deal. It’s quiet all day, clean and beautiful. I think this property has done a great job with hospitality and I would absolutely stay here again! Thank you to the amazing staff at TAGO Tulum!!

I’m not the one to do hotel reviews but was really disappointed with this hotel. My husband experienced bites from bed bugs, which resulted in his leg being in pain and waking up to blood blotches on the bed sheets. We pulled back the sheets and found bed bugs. We immediately informed the hotel staff who relocated us to another room however the manager (Mercedes) of the hotel said the bed contained “mites” not bed bugs (not sure what the difference is). We asked for a refund as we paid a lot of money for comfort but the hotel said they can’t make a decision now and will do an investigation to let us know the outcome. Mercedes also questioned why we didn’t inform the hotel sooner, but we explained we didn’t know what was causing the bites until we pulled back the sheets on the final day. As we had a flight to catch and knowing the hotel may have been fobbing us off, we felt we’ll deal with this matter once we’re back home. Landed back to the UK and haven’t heard anything from Tago. We contacted Hotels.com who said Tago was refusing the refund and were not responding to hotels.com contact attempts. I do currently feel frustrated and do not want others to go through what we have experienced, I’ve attached the bite marks, the blood stains and an actual video of the bed bugs crawling around on the sheet. Please don’t visit this hotel

We had an amazing honeymoon trip in tago tulum. This would not have been possible without the employees, they gave an amazing service and were always there to assist us. Carlos would make sure everyday we had our car ready to go. Never made us wait and was always so friendly. Andrea from the moment we got there greeted us with the biggest smile and brought us some drinks (on the house) to make us feel welcome. Mateo and Miguel were always on stand by when we were at the beach, or when we were dining downstairs. They would give an amazing service and always were polite. Monica and Andrea would always greet us, and make us feel welcome every time we walked into the hotel. I had an incident where i lost my phone on the beach and the whole team helped me look for it. Juan Carlos, was great he was there every step of the way trying to make sure we recovered my phone. I recovered my phone a day after thanks to the whole team keeping an eye out. During that time i had lost my phone, Monica came by and gave my wife and a strawberry smoothie that she paid for. Also her and Andrea bought us some deserts from the tago tulum menu and sent them to our room, to try and cheer me up. I did end up finding my phone and they were all so happy for me. The worst part of this trip was honestly leaving the employees and having to say goodbye. We will be back soon, thank you Tago Tulum and thank you, Andrea, Monica, Mateo, Miguel, Carlos and Juan Carlos i believe. - Ligia and Christian.

Some hotels sweep up seaweed, some don’t. Tago is one of the hotels that has decided to not sweep up seaweed. See attached video. This is beach in front of Tago. We spent our days at Amansala, La Zebra and Delek as these are hotels that remove seaweed. Rooms are nice staff is friendly.

The hotel is beautiful, it really fits the tulum aesthetic. The rooms were very clean and comfortable. There’s also a cat that hangs out at the property that made everything that much better.

Our stay started off great, but it ended in an absolute disaster due to serious mismanagement and poor service. First, the hotel completely failed to arrange our airport transportation as promised. I arranged this with Edgar prior to our trip over email, and also stopped by the front desk the night before our departure to confirm. In the morning, we waited 30 minutes past our scheduled pickup time, only to be told by the receptionist that there was no record of our booking. After much confusion and back-and-forth, she was finally able to get us a taxi—but by then, we were 45 minutes behind schedule and almost missed our flight. The stress this caused was beyond unacceptable. To make matters worse, while dealing with this transportation mess, we also had to sort out a completely unjustified charge on our bill. Despite having prepaid the full amount for our stay, the hotel attempted to charge us extra without any clear explanation—just that there was a remaining balance we "hadn't paid." When I refused to pay this mysterious charge, they actually made me write and sign a statement explaining why I wouldn’t be paying for something they were incorrectly charging me for. The whole situation felt like a scam. What was supposed to be a relaxing trip ended on a horrible, stressful note. I also sent two separate emails after we returned home asking for an explanation for this disaster and I have not heard a peep and it's been almost 2 weeks. I cannot recommend this hotel and will never stay here again. If you value honesty, organization, and reliable service, stay elsewhere.