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Reviews of Xscape Tulum

3.5 out of 5
Xscape Tulum
Calle Kukulcan Sur entre Calle Xel Ha, Zac be, Tulum, QROO

Reviews

9.0

Wonderful

Rating 10 - Excellent. 299 out of 488 reviews" "
Rating 8 - Good. 132 out of 488 reviews" "
Rating 6 - Okay. 27 out of 488 reviews" "
Rating 4 - Poor. 15 out of 488 reviews" "
Rating 2 - Terrible. 15 out of 488 reviews" "

9.2/10

Cleanliness

9.2/10

Staff & service

8.6/10

Amenities

8.8/10

Property conditions & facilities

8.8/10

Eco-friendliness

Reviews

10/10 Excellent

Nawshin

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Apr 2024

10/10 Excellent

Monica

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Xscape hotel is a beautiful place to be when visiting Tulum, the comfort and design of the buildings, gardens and pool makes it a very inviting and pleasurable. Diana and Valeria the Reception Desk employees went above and beyond trying to help us make our stay more enjoyable, they gave us great suggestions on where to go, gave us a useful map when we rented a couple of their rental bikes to enjoy visiting the town. They also gave us the option to leave our belongings on our last day after we check out. Upon our arrival back,we were able to use the pool and later have access to a full bathroom,so we could freshen up and continue our trip to our next location. Their friendliness, knowledge and willingness to help us was truly appreciated. We will for sure be back to Xscape Tulum
Stayed 2 nights in Mar 2024

10/10 Excellent

Nathan

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Jan 2024

10/10 Excellent

Mackenzie, Vancouver

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great spot. Off the main strip and much more quiet so you can relax at night. Great little outdoor tubs on the main floor and a nice pool. Welcome drinks were fun.
Stayed 1 night in Jan 2024

10/10 Excellent

LiLiane

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Relaxing stay
***I stayed in room X1. The reason why I booked the suite is because of the Jacuzzi. Didn’t realize how big it was until front desk took me to the room. It literally fits about seven adults. It was insane and I was super happy. I booked this room!!! *** I love the property. The staff are super nice, and extremely thoughtful. The pool guy took all his belongings out-of-the-way just so I can get a picture of the pool when he was working on it. Franco and Mario in the restaurant are wonderful. Ivanna at the frint desknis super sweet and full of recommendations. Her how I had to go to reception the evening before to ask for two pillowcases. Only to realize the stinging mildew smell was coming from my pillow and not the pillowcases. She was modified and contacted her supervisor straight away. ***If you are the property owner or manager reading this review, please FiIX the side door in X1. I told the evening reception that my door, although is locked…still opens when you pull the door knob. She told me not to worry, and I should be safe. I slept without incident…but still fix the door. My room was spaciius. Honestly, it was difficult trying to decide which rooms to book here; as they are alll unique!!! I am coming back to do the apartment and rooms w/ rooftop terrace. There is a sushi restaurant, a garden, dining area, and pool. Ask front sesk for pool towels.
Stayed 1 night in Dec 2023

8/10 Good

Tiffany

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The surrounding area is a little run down. But the actual property is very nice if you want to RELAX. Not a party type property, no phone, tv or strong Wi-Fi. But very nice for a romantic getaway that doesn't break the bank.
Stayed 3 nights in Dec 2023

10/10 Excellent

Raghavendra, Frederick

Stayed 1 night in Nov 2023

8/10 Good

Jackie

Stayed 3 nights in Nov 2023

10/10 Excellent

justin, tarpon springs

Liked: Cleanliness, staff & service, property conditions & facilities

10/10 Excellent

Elizabeth

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
We booked Xscape last minute and we’re not disappointed. The best part by far was the staff, size of rooms and walking distance downtown. Downtown has way better local food options than the hotel strip. They also rent scooters which is a must. We will be back!
Stayed 2 nights in Jun 2023

8/10 Good

Rhonda

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in May 2023

10/10 Excellent

Ginette

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in May 2023

10/10 Excellent

Hayleigh Lynn

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
10 stars absolutely! Stayed for 5 perfect nights, room was always clean and had great sleeps, we enoyed the personal bath once you figure out the water it is great ! The hotel is close to main strip with lots of restaurants and shops, ask staff about near by cenotes and lagoons! The people here are exceptional! Always eager to help with a big smile! Beatrice and “EL” at the cafe are phenomenal people and the food is incredible, would come back again and would definitely recommend! Thank you Xscape for an unforgettable experience, we loved visiting Tulum ❤️

4/10 Poor

Jack

Travelled with partner
Liked: Cleanliness, amenities
The property itself/communal areas are really nice, and the loungers by the pool were the perfect spot to relax (if you can get one – guests left their things on here all day to claim them). The room was spacious, with high ceilings, and the AC worked pretty well. The area isn't convenient or attractive, and the streets were not easy to cross. We weren't impressed with the restaurant here, which had some different prices between English and Spanish menus. (Which is ridiculous – all the people staying at a hotel will be tourists either way, just make them the same!) Like other reviews state, the shower was lukewarm, never hot. Decor was sad in the room (like they spent too much on palm trees and couldn't replace a worn polyester comforter like one from a childhood sleepover), and not super private, as our front door was a 10 foot sliding glass door across a public path. The curtains really need replacing (not functional, and a pain to operate), and the futon/sofa was lumpy/thin - you couldn't sit on it comfortably, which limited our seating options to the dining area. Bed pillows were hard and THICK, as if three flat pillows had been stuffed into one. Overall, we didn't really enjoy being in our room, but the communal areas here were nice. Fine as a place to sleep I suppose, if you spend the entire day out, or at the pool. If you book one of the fancier rooms it might have been better.
Stayed 3 nights in Mar 2023

2/10 Terrible

Katsiaryna

Disliked: Staff & service, amenities
Not worth price Vs money

10/10 Excellent

David

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice hotel and great friendly people working here.

10/10 Excellent

Amy

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a fantastic stay at Xscape Tulum. Our room was lovely and very clean, the hotel location was a short walk to the main strip of shops and restaurants, the staff were all very friendly and helpful and the restaurant Casa Mia had delicious food and cocktails. Would really recommend this hotel to anyone hoping to have a relaxing stay in Tulum in a close location to the busy centre.

8/10 Good

Andrew

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Well located, good value, friendly staff! would reccomend!

6/10 Okay

Kim

Travelled with partner
Liked: Staff & service, property conditions & facilities
Disliked: Amenities
The staff are really friendly and helpful. This hotel is on a very busy street and we unfortunately had a room that was streetside. Traffic started at 5am and was LOUD. The room is bare bones , no drinking water unless you purchase. The door only has a push lock and no deadbolt, so not very secure. The pool is nice and clean and grounds are nice. Not a bad place for 1 night but wouldn't do an extended stay here.
Stayed 2 nights in Dec 2022

10/10 Excellent

Daryl

8/10 Good

Melissa

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel itself is beautiful, and the staff was very helpful, especially with organizing logistics. The restaurant food is decent, and the pool is beautiful The downsides - the bed was not very comfortable, and there is A LOT of construction happening in this area of town at this time. This can be quite noisy. In addition, the main road of Tulum is nearby, and there are a lot of very loud trucks that pass by at all hours It's about a 40 minute walk from the beach; there are taxis but they are very overpriced. There are bikes that can get you there, though they are one-speed and pretty heavy. All of this would apply to any hotel in this part of town though! It's something I wish I had known beforehand though
Stayed 5 nights in Dec 2022

8/10 Good

Andrew

Stayed 2 nights in Nov 2022

10/10 Excellent

Vilena

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
I picked the hotel on my way to Tulum, didn’t have a lot of time to look for one, this one and some others were my options and I decided to get this one, close to the Center of tulum, but not quite on the Main Street, so I wanted to be a little quiet and close to everything. And the hotel looked nice on the pictures, however when I arrived, it was even better in real life! Pickers did not do the justice. Very beautiful and nice pool and clean and lots of plants! Just looked gorgeous! The restaurant in the hotel is amazing, great look and food was outstanding! Service was so good! Enrique was great, the bartender! We asked him to be the best margaritas in town, since we strangled to find a good one while we were in Mexico, and he made the best one from whole trip! Thanks to him! Very nice guy! The breakfast was great! I literally wanted to try everything on the menu since everything we ordered was great! The atmosphere was awesome…we didn’t want to leave the hotel, but due to many things we wanted to see in tulum, we had to leave the hotel to do other things! The waitress in the morning was very nice! I don’t know her name, but she worked on the morning for breakfast! I’ll be back to this awesome hotel! We felt safe on that area. Also big thanks to the concierge guys: Brian and Jafeth! They were very nice and told us where to go and what to visit, all recommendations were great! Thanks again to everyone and We will be back!
Best margaritas from Enrique
Omg! Breakfast was great
Pool view at night
Stayed 3 nights in Aug 2022
Response from XscapeTeam on Oct 11, 2022
¡Gracias!Once again, thank you for stayed with us, we hope to see you again in a near future!Warm regards, your friends from the caribbean.

10/10 Excellent

Robert

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A superb place to stay. The staff were consistently efficient and friendly. The hotel is visually very attractive. The restaurant serves delicious food at reasonable prices and the portions are generous. The hotel is in a quiet area of town, about 20 or 25 minute walk from the centre - this will be an advantage for some and a disadvantage for others.
Stayed 2 nights in Jun 2022
Response from Xscape Team on Jul 3, 2022
Muchas gracias, Señor Saul! We are delighted to know that you stay was excellent and we appreciate the time you took to review us! We hope to see you back in the near future! Happy Holidays :)

6/10 Okay

Joel r

Disliked: Room comfort
Stayed 5 nights in Jun 2022
Response from XscapeTeam on Jul 31, 2022
Thanks for satying with us. See you in a near future :D

6/10 Okay

Susan

Travelled with partner
Liked: Cleanliness, staff & service
The quality of the mattresses was poor. There wasn’t a fitted sheet and the pillows were very lumpy. The main entrance was open during the day all day and didn’t really feel super secure. Anyone from the street could walk in on the property. Our “pool view” room was completely covered by foliage. The plants covered our balcony view.
Stayed 4 nights in May 2022
Response from Staff Xscape. on Jun 23, 2022
Thank you for the feedback! The staff works hard to make sure everyone´s stay is as comfortable and memorable as possible; we regret to hear that your stay was less than desirable! We will work hard to make sure future guests have a better experience!

10/10 Excellent

Elizabeth

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A lovely hotel in the centre of Tulum in a great location. Staff were friendly and offered great customer service
Stayed 5 nights in Mar 2022
Response from Xscape Staff on May 10, 2022
Thank you for staying with us! See you in a near future!

10/10 Excellent

Terence

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was super helpful and friendly, and the rooms were comfortable. It was worth it to reserve the room with the hot tub next to the front door - just note that sometimes hot water isn't available while other times it is.. Great location and price; would definitely return to this hotel.
Stayed 2 nights in Aug 2021
Response from Xscape Team on Feb 11, 2022
Thank you for this lovely review! We´re happy to hear that your visit was memorable and we hope to see you back in the near future! Sunny regards from your friends in the Caribbean :)

10/10 Excellent

Jorge

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great Stafff
Wonderful staff; the staff went the extra mile to make our stay pleasant, enjoyable and comfortable. Specially the reception and the restaurant staff.
Stayed 3 nights in Jan 2022
Response from Xscape Team on Feb 1, 2022
Thank you, Señor Jorge! We truly appreciate the time you took to evaluate the hotel and staff! Sunny regards from your friends in the Caribbean :)

4/10 Poor

Jacob

Disliked: Property conditions & facilities, room comfort
Jacuzzi? No it is a bath!
This review is completely about hotel management. They sell the bath, like a jacuzzi, yet there is not enough warm water to fill the damn thing. So, They falsely advertise. You know this is Mexico and even if you report the problem not much they will do. All I can do is write a review so you don't make the same mistake. I paid $1330 for the their best room(!) don't make the same mistake, believe the reviews written above, and just do not pay more than $99 for a room. I ended up staying in the room because I had no choice. Even the front desk agreed, Jacuzzi is not working and the owner is not doing anything about it. (!) Do yourself a favor and go for cheaper options. Even if it is Tulum, this is Mexico, not Ibiza nor Vegas, or St Tropez. Best of luck with your stay. Mr. Lennon, you are an awful Manager. It is a crime to not honor what you advertise. Meanwhile, I appreciate hotels.com trying to do the best they can to resolve the issue. All in all, this is a 0/5. One more note if you rent a scooter make sure there is gas in it. (!)
Stayed 4 nights in Jan 2022
Response from Xscape Team on Jan 19, 2022
Thank you for the feedback, Mr. Dinc! Although, the hotel has a wide selection of room types to choose from ( ranging from apartments to cabanas); we are disappointed to hear that you did not enjoy your room type but are happy that you enjoyed our other services! The hotel does assist with scooter rentals but it is the drivers responsibility to be aware of the gas gauge and refill when necessary. Regardless, we´ll work hard to make improvements and work hard for upcoming visitors!

10/10 Excellent

Jacquellene

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Perfect place to stay. Wish we had more time at this hotel. It was a quick trip to Tulum and well worth it.
Stayed 1 night in Jan 2022
Response from Xscape Team on Jan 17, 2022
Muchas gracias, Jacquellene! We are happy to hear that you enjoyed yourself during your visit and look forward to receiving you in the near future! We wish you a happy new year!

2/10 Terrible

Dlo

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Would never stay here again in a million years!!
Walls our paper thin so you can hear everyone talking in their rooms and the hallway. Music stays pumping until 3-4am so be prepared for little to no quality sleep. Internet worked for about 1 hour after check-in and then completely failed the rest of the stay. Had to go down to pool area to get decent connection. The reviews on this are so inflated - I believe they pay bots or customers to make you think it's rated 9+. Manager was horrendously unhelpful and totally smug when I passed on this feedback. I checked out on Jan 3rd in the morning and he was the manager at that time. Words cannot express how useless he was to rectify any of my concerns. What a waste of money.
Stayed 2 nights in Jan 2022
Response from Xscape Team on Jan 17, 2022
Thank you for the feedback! The staff works hard to make sure everyone´s stay is as comfortable and memorable as possible; we regret to hear that your stay was less than desirable! We will work hard to make sure future guests have a better experience! Happy New Year from your friends in the Caribbean!

10/10 Excellent

Rachel

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I really enjoyed the personal jacuzzi. However the water barely got hot. Would stay here again. Lovely hotel within walking distance of Tulum city center.
Stayed 4 nights in Dec 2021
Response from Xscape Team on Jan 4, 2022
Gracias, Rachel! It was a pleasure to have you at the hotel. We are happy to know that you enjoyed your stay and hope you have an excellent start to the year!

10/10 Excellent

Ekaterina

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Was a beautiful place to stay , cozy, everyone is very nice and helpful ,food at the restaurant is delicious
Stayed 1 night in Dec 2021
Response from Xscape Team on Jan 4, 2022
Thank you for the lovely review! We hope to see you back soon in the near future! Happy Holidays :)

10/10 Excellent

Saul

Travelled with partner
Liked: Cleanliness, staff & service, amenities
It is a wonderful hotel. The facilities are clean, the staff was always attentive and friendly, and the restaurant is amazing as well. I would highly recommend. Great place to relax and enjoy nature. Finally, we would like to thank Francisco (restaurant staff) and Malena (reception) for the great service and dedication to making us feel like home.
Stayed 1 night in Dec 2021
Response from Xscape Team on Jan 3, 2022
Muchas gracias, Señor Saul! We are delighted to know that you stay was excellent and we appreciate the time you took to review us! We hope to see you back in the near future! Happy Holidays :)

10/10 Excellent

Ekaterina

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2021

4/10 Poor

Melvin

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities, room comfort
No Water for the nigth
Stayed 1 night in Dec 2021
Response from Xscape Team on Dec 26, 2021
Thank you for the feedback! We strive to improve our services everyday although unique incidences can occur and we apologize if we could not exceed our high standard for customer service and comfort during your visit. We hope you give us another opportunity in the near future to see all the improvements! Happy holidays!

10/10 Excellent

Monika

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It's a great, quiet, safe and friendly place.
Stayed 1 night in Dec 2021
Response from Xscape Team on Dec 22, 2021
Thank you very much for this review! We appreciate the time you took to evaluate us and are happy to see that you enjoyed yourself during your stay. We hope you some happy holidays and see you back soon!

10/10 Excellent

Jonathan

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Dec 2021

8/10 Good

Angel Miguel

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing staff, great food, beautiful place and pool.
Stayed 4 nights in Nov 2021
Response from Xscape Team on Nov 29, 2021
Thank you for your review! We are happy that you enjoyed your stay and look forward to receiving you again in the near future, Miguel! Happy Holidays!

10/10 Excellent

Leanna

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2021
Response from Xscape Team on Nov 28, 2021
Thank you for the evaluation! We are delighted to know you had a great time! Saludos from your friends in the Caribbean.

10/10 Excellent

Christoph Erich

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing room. Amazing staff.
Stayed 3 nights in Nov 2021
Response from Xscape Team on Nov 20, 2021
Thank you for your evaluation! We are delighted to see that you enjoyed your stay. We hope to see you back again soon! Happy Holidays from your friends in the Caribbean!

10/10 Excellent

Stephanie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2021
Response from Xscape Team on Nov 20, 2021
Muchas gracias! Nos da gusto que disfrutaron su estadía con nosotros. Esperemos que regresen pronto!

10/10 Excellent

Stuthi

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Xscape Tulum is a charming little villa resort, located in the uptown region of Tulum about 15 mins (by car) from the beach. We got a room with a hot-tub and although it wasn’t working on our first attempt, staff had it working in a few hours. The pool is lovely - since it’s a smaller resort, the pool was never very crowded. The courtyard is lush and very picturesque. The resort has a little restaurant/bar/cafe - the food is good and the drinks are great, but we’re on the pricier side (ie. $12 cocktails). The service was a little slow (for US north-eastern standards), but overall of excellent quality! There’s also a little cafe down the street from the resort that serves amazing food, at a more reasonable price point. Although the resort has bikes available for rent, they were rusty and falling apart. Instead, we rented electric bikes from Barbel (a family run business - 10 min walk from the resort) which got us down to the hotel zone on the beach in 20 mins. I would highly recommend XscapeTulum and will be back the next time I’m in town.
Stayed 3 nights in Nov 2021
Response from Xscape Team on Nov 8, 2021
Thank you for taking the time to leave us a review! We apprecite the feedback and are happy to know that you enjoyed your stay with us! We look forward to receiving you again and hopefully you can see some of the new improvements such as new bikes and scooters that we´ll have on site. Happy holidays and see you soon!

10/10 Excellent

Aaron

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We stayed here for four days while we explored Tulum pueblo and it's surroundings. The staff were great at helping us get to know the area and get around. The rooms themselves were fine, but honestly we didn't spend much time in them. The restaurant has good coffee and breakfast. We didn't eat there for lunch/dinner. We did have a welcome cocktail which was great and honestly we should have had tried a few more there but we wanted to explore with limited time. Overall I would stay again.
Stayed 4 nights in Oct 2021
Response from Xscape Team on Nov 8, 2021
Thank you for the lovely review, Aaron! We are delighted to know that you enjoyed your food and time with us here at the hotel! We look forward to receiving you on your next visit! Happy holidays :)

8/10 Good

Candice Danielle

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Oct 2021

10/10 Excellent

Nachelle, Norrisown

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was nice for the weekend
Stayed 4 nights in Oct 2021
Response from Xscape Team on Oct 29, 2021
Thank you for the review! We are delighted that you enjoyed your stay! We hope to see you back soon, Nachelle!

10/10 Excellent

Jessica

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 5 nights in Oct 2021
Response from Xscape Team on Oct 25, 2021
Muchas gracias por tomarse unos minutos para dejarnos su evaluación! Nos alegra que se lo pasaron muy bien durante su estadía. Saludos desde Tulum!

10/10 Excellent

Angela

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very quiet and peaceful
Stayed 1 night in Oct 2021
Response from Xscape Team on Oct 25, 2021
Gracias, Señorita Angela! It IS a VERY peaceful and quiet hotel with a wonderful garden area! Thank you for sharing :)

10/10 Excellent

adam

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hidden gem in tulum
The staff is amazing!! Great spot 2 blocks from Main Street with all restaurants n bars!! Hot tub on Lania was great private addition for relaxing private after long day of cenote exploring!!! Food at restaurant on site was great as well with great boho style theme. Pool was nice and warm with comfy bean bags around . Definitely would stay there again if return to tulum
Private hot or cold tub outside on Lania
On site restaurant while cruising at pool
Stayed 8 nights in Oct 2021
Response from Xscape Team on Oct 25, 2021
Thank you for sharing your experience with us, Señor Adam! Our staff was happy to meet you and look forward to seeing you back in the Caribbean with your extended family! Sunny regards and happy holidays!!!