Xscapetulum

Nice hotel. Lovely pool area. Nice vibes. Rated the room somewhat lower, as the shower was weak (after getting in at 4am, there was no water), no chair in the room, no hairdryer and a somewhat dirty looking blanket on the bed. Good location. Some on street parking. Nice staff, reasonably priced breakfast

I love this place! I’ve been coming to Tulum for the past 10 years and have stayed here many times. I have tried to change it up wanted to explore other different hotels & AirBnb’s, but I always come back! it’s my absolute favourite in all of Tulum! Perfect location… 15 min walk to Ado bus… 20min cycle to the beach… just around the corner from main Valeta Calle 7 with all the best cafes/ restaurants/ bars etc. large rooms, comfy beds, great relaxing pool area, incredible food and service! I will come back every year, it’s my home away from home 🙌

The place is nice overall. But we had a bad experience. The doors on the ground floor facing the pool are sliding glass doors. The lock didn't work properly. It can be opened while locked just by sliding gently. We came back, slid the door and got inside. Once inside, we realized we are locked in with no way to open the door from inside! There is no keyhole inside and the inside mechanism does not open the outside lock. This is very dangerous and a clear fire hazard. Imagine if we discovered that during a fire? What's worse, we called their official number and messaged them on the platform we used to book them (booking.com)and there was no response at all. Because the reception leaves for the night with only a security guard on site. After 15-20 minutes of aggressive pulling and jerking the door we were able to open it. Talked to the security guard and of course he doesn't know what to do or how to help. He tried other rooms to offer us a change of rooms and all of them had the same issue. So we slept with the door unlocked. However next morning we told the reception and they fixed it while we went out for breakfast. The rooms are nice overall. AC is powerful. The hot water is really hot. The hot tub we had was slow to fill but fine otherwise. There are signs of poor maintenance here and there - like mismatched lights (one is cool blue and other is warm white), some spots have algae from constant water, bathroom window covered with plastic bags, switches and outlets are loose etc. But nothing we wouldn't live with. The door situation and Lack of support at night really ruined the stay. The hotel offered nothing except a "sorry" which is not a good substitute for a clear fire hazard and our lives in a bad instance. People don't think about these things until someone dies and I don't want to be that statistic. The location is not bad. It's at one end of the main street a bit away from the main street. It makes it quiet at night which is great. But requires a bit of walking to get to shops and restaurants. Honestly, I would give them a 5 star if not for that ridiculous situation with the lock.

Nice hotel away from the main noisy road. City centre is walkable. WiFi in the rooms is good. Nice little pool to relax during the day. Late check in was sorted by security. Room was spacious and no noise whatsoever. Water pressure run the shower could be better.

I rarely leave a negative opinion because I don't like to do it but now I feel obliged to do it. We rented the penthouse, it is very pretty of course but on the first day the air conditioning did not work. And I found it not correct at all for a 4-star hotel. We tried everything to turn it on but nothing worked, it was so hot when we were with a baby. Result night bad for all of us, the hotel presented just an excuse and a 15% offer for breakfast when we didn't even have compensation. So I asked for a refund for this night and they had the audacity to lie to me by saying that they did not manage the refunds but booking when it is absolutely wrong. I learned through booking that the management and the hot did not want to reimburse me. No honesty and no consideration of the service not respected. In addition, there is an unpleasant smell in the shower and even the water has a smell so to have a clean shower it is not the best. But yes the hotel is pretty

Bed and pillows were a bit too firm, but overall everything else was great. Good location and friendly service.

Great value hotel set in its own gardens close to town bars and restaurants.

Nice big rooms with a small kitchen that wasn't very well equipped in my case. Lovely garden setting, but on a busy road. Pool looks lovely but isn't very well maintained and didn't feel entirely clean. Prices were quite fair. Unfortunately, some of the staff wasn't friendly and I didn't feel really welcome in this place. Tulum itself pretty dusty.