Xscapetulum

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

Not worth a single penny! The rooms were not clean, floor had so much dirt and the washroom mirror was so bad. No proper greet and maintenance. We had asked them to not do room service specifically however they still went in and did cleaning (honestly not even clean). They even kept their dirty floor mat in our suitcase which was open. When we approached to the manger- no apology and was just smiling at us. They had no explanation for us regarding the services. NOT RECOMMENDED!!!!

Staff and management are unfriendly and unhelpful. During and after transactions and trying to clear up misunderstandings, they came off shady and untrustworthy, to a point of aggressive. This is exactly the kind of people that makes tourists not want to come back to Tulum. This type of 'business' makes Tulum grow slower than it should and costs everybody money in the long run. Incorrect card payments are not given back. Completely agree with the other bad reviews about the rooms and bad service. Not recommended. Avoid at all costs.

It’s no way this is a 4-star hotel; it’s a 2-star hotel at its best. The room wasn’t fully cleaned and air-conditioned when we arrived, and it had moldy smell. It was also fully of mosquitos because there was no AC. The fridge wasn’t working. There were no blankets, neither on the bed nor in the room. We spent the night freezing from the AC. It’s so ridiculous that we spent money on the room, and we checked out the first thing in the morning.

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.

We had a wonderful stay at this place. Everybody was very nice and welcoming. There are two restaurants on the premises…one in the morning and a different one in the evening. The waiter in the morning was exceptionally friendly and the food delicious. Highly recommended. Thanks

A really welcoming hotel with friendly staff and a homely luxurious feel. The room we stayed in was amazing, we didn't stay there for dinner but breakfast was lovely and the kitchen staff are amazing. The facilities are excellent and it really is an oasis. Only thing is location isn't the best but with a scooter, bike (both available at the hotel) or car you can get to where you need to go pretty quick! Highly recommended.

First of all the front desk charged my card in Pesos at a VERY unfavorable rate --- the original price was quoted in US Dollars. Then they asked to charge it again, the same amount, saying the first amount was a deposit! They need to make it clear beforehand what it is they are going to charge, and stick to it!! The bed was rock hard and the front desk unhelpful. Room looked over a building site. It is 2 KM from the center of Tulum. Many better places to stay.