Casa Xuul Tulum - Unnamed Road

Excelente lugar ?

Muy bonito y agradable

La mejor villa de Tankah Bay! Simplemente espectacular

The location is as advertised. Stunning. It sits atop a rocky shore overlooking the sea, and surrounded by lush foliage. It truly is a dreamy, ethereal-like cove tucked away in a tropical oasis. But all that glitters isn’t gold, and our party was confronted with an appalling situation, days upon arrival. A diamond necklace went missing from the master bathroom. The house manager, Victor, at first, was doing the best he could to de-escalate the situation. He assured us that they would clean the house, check everywhere, and keep us updated. Being in a foreign country, this felt like a huge relief. But as the days passed, it became clear that the host had a different agenda. Victor became less responsive, provided cryptic photos of where the item went missing, assuring us they didn’t see it. Yet the pictures provided were of the area, after it was cleaned, and not before. This raised a brow considering the other areas in the house had before and after pictures you can compare. Initially, we trusted the host, they truly seemed to have our best interest top of mind. But when we asked to have the police involved in the matter, the situation quickly went south. They informed us they called the police, but the officials never arrived. And when we did some digging to confirm they indeed called the police to check into the matter, we realized we were duped. Naturally, the guest who had her item missing was infuriated, and Victor suggested she speak to the house administrator aka the host of the property, Maria Jose. This individual was verbally abusive and minimized the situation, stating things like “your party are the real thieves” and “only an idiot wouldn’t leave their valuables in the safety box.” She stipulated that we had external vendors (approved by Casa Xuul) and they were the ones responsible, therefore not liable. But these vendors we hired weren’t in the vicinity when the item went missing. She continued to tout why the guest didn’t use the safety box, to which we said “the safety box was humid, wet and moldy.” Instead of empathizing, Maria called the jewelry cheap and fake. And when we continued to press her on the police delay, she shot back snide remarks like, “they have better things to do than come and search for your fake necklace.” No solutions were provided, only insults, humiliation and belittling from the host. Upon asking her for her full name and the true owners of the property she managed, so we can speak to them, she refused several times to issue this information. I wish I could upload screenshots of the conversation with her, so guests can gauge the lack of respect she has toward her guests. Based on our experience staying on the property grounds, it is not a safe space. For the amount of money you’re paying, you’d expect better security, customer service and human decency. None of which were provided. I’d love to leave a beautifully-written review for this beautiful property. But instead, here I am having to detail an unfortunate situation that transpired, so future guests won’t be in harm’s way. Here is the conversation I tried to have with the host, to which not only went ignored, when asking for their full name, but then removed from chat completely. I hope the owners of the property read this message, so they see the incompetence performed by the staff.

I love this place. Although we were away from home the house was extremely cozy. Very clean. The service was great. The suggested Chef Luis was awesome. Everything was just right with this place. Yes it looks just like the online photos.

This house is STUNNING. The attention to detail is great. It is a bit far from the strip on the beaches but for the size house you get it is worth the drive. Eva with Tulum Wellness Concierge set up beautiful events here for our friends birthday with a dj, chef for a paella night in, and a bartender. A great birthday trip!