View from property

Reviews of Hotel Zulum

3 out of 5
Hotel Zulum
Carretera Tulum - Boca Paila Km 6.5, Tulum, QROO

Reviews

6.8
Rating 10 - Excellent. 96 out of 374 reviews" "
Rating 8 - Good. 95 out of 374 reviews" "
Rating 6 - Okay. 69 out of 374 reviews" "
Rating 4 - Poor. 56 out of 374 reviews" "
Rating 2 - Terrible. 58 out of 374 reviews" "

7.2/10

Cleanliness

7.4/10

Staff & service

6.4/10

Amenities

6.2/10

Property conditions & facilities

7.4/10

Eco-friendliness

Reviews

6/10 Okay

louis

Liked: Staff & service
Disliked: Property conditions & facilities
I wish this review allowed you to post pictures. The swimming literally a swamp, not like they advertise. Launch chairs by beach are falling apart. Water pressure, i can pee stronger than that. Comforter stunk like cheap perfume, moldy, sweaty, not washed. I've written 3 emails never responded. I am sure at one point in time it was everything they advertise, however, now its falling apart, they don't care once they have your money, its over. You're stuck. I believe this should allow pictures to be posted. NO ONE WOULD RESERVE A ROOM if they saw the reality. You plan a vacation, you save, you choose a nice place and when you arrive its like seeing a person that uses filters for they're pictures and when you see them in person you're like , wait a second, wth happened here!!!!! I am just letting you know, of course the decision is yours, but you will remember me. When you arrive and when you try to reach them by email. You've been warned.
Stayed 2 nights in Mar 2024

10/10 Excellent

Leo

Liked: Cleanliness, staff & service, property conditions & facilities
Great place to stay. Food is excellent
Stayed 10 nights in Feb 2024

6/10 Okay

Maria

Traveled with family
Disliked: Amenities, property conditions & facilities
Esta descuidado Nesecita remodelación
Stayed 2 nights in Feb 2024

2/10 Terrible

Jesus, San Bruno

Traveled with partner
Disliked: Amenities, property conditions & facilities
The only good thing the location. The vents did not work, no regular hot water, staff not really friendly
Stayed 4 nights in Jan 2024

2/10 Terrible

Amber

Traveled with group
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Mosquitos in room, property run down, beach chairs falling apart, pool dirty and not cleaned, staff are great, food is also pretty good. Don’t be so cheap and spend more to stay at a place that is comfortable. There is no ac so you will be sweating all night with 1 fan in a hot room. Would never stay here again, you have been warned.
Stayed 4 nights in Jan 2024

2/10 Terrible

Jessie, Miami

Traveled with group
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
Water was cold the first two days. No hot shower Extremely poor lighting Bathroom set up very uncomfortable Power outage in different occasions that lasted more than 10 minutes.
Stayed 3 nights in Jan 2024

2/10 Terrible

Alina

Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Rooms are of very poor condition, no AC, smell of mold. Hot water faucet was broken and “continental breakfast was a joke”, it was a tiny banana and watermelon (or probably 3rd of it) sliced into tiny peaces. Ocean area was nice though
Stayed 1 night in Jan 2024

2/10 Terrible

Jarleen

Traveled with group
Liked: Staff & service
Disliked: Property conditions & facilities
This hotel does **NOT** have A/C. While visiting Tulum during hot weather, this stay was not it. The room i stayed in had a cealing fan & a floor fan and that does not help. The other room we had didn't have a cealing fan, and the power kept going out. We didnt last here. We checked in & checked back out the same day. The staff was great thou, they got us atleast one room before actual check in time. The hotel is diff. The rooms are cute its like a jungle, the beds that have an aesthetic are cute ! Just the no A/C is what makes this not a good place to start during hot wather.
Stayed 1 night in May 2023
Response from Team Zulúm on Jun 1, 2023
Thank you for contacting us, your comments are important to us.We are pleased to know that you liked our attention and our facilities, we want to preserve what characterizes Tulum.We regret that not having air conditioning in the rooms has affected your stay. We hope to have this facility in the future.

2/10 Terrible

Melissa, Silver spring

Disliked: Property conditions & facilities
The heat with no A/C is unbearable, I highly do not recommend. Way too hot, we had to leave after the first night and booked a cheaper hotel a little further with A/C.
Stayed 2 nights in Apr 2023
Response from Team Zulúm on Jun 1, 2023
Thank you for contacting us, your comments are important to us.We regret that not having air conditioning in the rooms has affected your stay. We hope to have this facility in the future.Best regards

10/10 Excellent

Michael

Traveled with group, Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Great views and a/c. Good breakfast too
Stayed 1 night in Apr 2023
Response from Equipo Zulum on May 5, 2023
Para Zulum tus comentarios son muy importantes,nos encanta que le haya pasado agradable . Su opinion hace que podamos mejorar en nuestros servicios. Esperamos su visita pronto.

10/10 Excellent

ROCIO BERENICE

Stayed 1 night in Mar 2023

2/10 Terrible

Ceylan, Valley Glen

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Extrenely worn out, no internet no ac no safe no ourlets

8/10 Good

Alfonso, Hoover

8/10 Good

Victor

Traveled with family
Liked: Cleanliness, staff & service
Stuck in 90's
Rundown Hotel that pretends to be luxury
Stayed 1 night in Sep 2022

2/10 Terrible

Verified traveler

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
The worst
The worst hotel I ever stayed in my life and I’ve stayed in some bad hotels in some bad places this by far is the worst basically sleeping in a tea house with no AC and humid weather Horses next door with a white dog that runs around biting at your ankles The only one thing I can say good about this hotel was the food next to it With a nice beach view why are you eat otherwise the worst on Earth Honestly I need my money back
Stayed 1 night in Jul 2022
Response from Zulúm Team on Jul 19, 2022
We read and attend to all your comments, with the purpose of meeting the needs of our guests, we would have been pleased if you had approached us in person to offer a solution to the disagreement that you had. Regarding the air conditioning, we are sorry for the confusion but on our page it specifies that we have ceiling and/or pedestal fans. We hope to offer this service in the future. Cordially

4/10 Poor

Jonathan

Traveled with group
Disliked: Staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jun 2022
Response from Equipo Zulúm on Jun 21, 2022
Gracias por tomarse unos minutos de su tiempo para evaluar su estadía. Cordialmente

6/10 Okay

Marialena

Traveled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
Run down, no AC, and the food and drinks are way over priced. The shells and swinging bed were different but not enough to recommend the place to others.
Stayed 1 night in Apr 2022
Response from Zulúm team on May 4, 2022
We appreciate the minutes of your time in telling us about his experience in Zulúm, we are sorry that it was not to his liking. We will work on the areas that we can improve. Best regards

10/10 Excellent

Robert

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
I liked that it was close to all the big bars like taboo. Great for walking around the main hotel zone
Stayed 2 nights in Apr 2022
Response from Zulúm Team on Apr 25, 2022
At hotel Zulum we appreciate your comments. In addition to our excellent location we have delicious dishes in our restaurant, prepared at the moment and with the best ingredients. In addition to the wide variety of margaritas in our bar. Best regards

2/10 Terrible

Nicolas

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Do not stay there.
The location is great, however, the room was outdated, smelled really moldy, and was without air conditioning. We had to check out and book another hotel because the person at the desk didn't change our room. This is without mentioning the servers at the restaurant who were not helpful and inviting. The pool was disgusting and extremely dirty. Horrible time.
Stayed 3 nights in Apr 2022
Response from Zulúm on Apr 19, 2022
At Hotel Zulum we appreciate the time you spend sharing your opinion with us. We are sorry that your stay was not completely satisfactory. In our pages it specifies that we have ceiling or pedestal fans. We will continue to train our staff to provide our guests with the attention they deserve and in the care of our facilities.

8/10 Good

YUK YIN

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Reasonably priced accommodation on Tulum beach.
Stayed 2 nights in Mar 2022
Response from Zulúm Team on Apr 20, 2022
Thank you for your comments, we will continue working to provide the service that our guests deserve.

6/10 Okay

Jill

Liked: Property conditions & facilities
It was a cute spot on the beach and I liked the horses and donkey on site, the swinging bed, the margarita at check in, and the food, but the club across the street kinda ruined the night I spent there. I know it’s not the hotel’s fault, but the music they play is so loud it sounded like it was blasting directly into my room. No hot water and a cockroach found it’s way into my room at some point. Overall just personally felt like it was too expensive for what it was.
Stayed 1 night in Feb 2022
Response from Zulúm Team on Apr 20, 2022
At Hotel Zulum we appreciate your comments, thank you for understanding that there are circumstances beyond our control that are not in our hands to resolve, such as the case of music in places near the hotel. We will continue working to resolve situations that may arise at any time, as soon as possible, without causing discomfort to our guests. What are the most important for us. Best regards

10/10 Excellent

Megan

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful beach front facility. Breakfast and lunch available to make for a very relaxing beach vacation. Front of house staff and restaurant were all very helpful and pleasant!
Stayed 7 nights in Feb 2022
Response from Zulum Team on Feb 28, 2022
Megan, we appreciate your feedback on your stay. We are pleased to know that our work is compensated with your satisfaction. Best regards

10/10 Excellent

David

Traveled with family and small children, Traveled with group, Traveled with partner, Traveled with pets, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful hotel located directly on the beach and located in the middle of all the Tulum action. Restaurant has good food. Rally nice place to relax and unwind =]
Stayed 2 nights in Jan 2022
Response from Zulúm Team on Apr 20, 2022
At Hotel Zulúm we appreciate your comments, our staff is happy to know that their work is compensated with your satisfaction. We will continue working with pleasure. Best regards

10/10 Excellent

Ricardo

Liked: Cleanliness, staff & service, property conditions & facilities
Felt like you were in nature. No a/c, peaceful place
Stayed 1 night in Feb 2022
Response from Zulum Team on Feb 24, 2022
Thank you for taking a few minutes to comment on your experience at Hotel Zulum, your satisfaction motivates us to continue working to provide excellent service. Best regards

10/10 Excellent

Anton

Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing place
Stayed 2 nights in Feb 2022
Response from Zulúm Team on Apr 20, 2022
We are glad to know that our hotel has caused such a good impression, in our kitchen the dishes are prepared at the moment and with the best ingredients. The variety of drinks that we offer at the bar are up to the beautiful view that can be seen from the bar. Best regards

4/10 Poor

Hector

Stayed 3 nights in Dec 2021
Response from Zulum Team on Jan 17, 2022
Thank you for taking the time to comment. Our guests experience is very important to us, if you could elaborate with the issues you encountered during your stay, we can take actions accordingly to improve our service. Best regards, Zulum Team.

4/10 Poor

Nathan

Stayed 3 nights in Dec 2021

2/10 Terrible

jorge

Disliked: Cleanliness, staff & service, room comfort
Stayed 9 nights in Nov 2021
Response from Zulum Team on Jan 17, 2022
Thank you for taking the time to comment. We are sad to hear you did not have a positive experience, if you could elaborate on the issues you encountered we can do our best to take actions accordingly and be better. Best regards, Zulum Team.

6/10 Okay

Chad

Traveled with partner
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
Too expensive for what’s offered. It’s a bare bones room. No water or ice anywhere. Saltwater in shower and faucet. This room should cost less than half. Booming bass music all day and night from next door
Stayed 4 nights in Nov 2021
Response from Zulúm on Dec 25, 2021
Thank you for taking the time to comment. We´re sorry to hear your room wasn´t to your liking. We mention on our website that our design goal is incorporating a natural and rustic representation of the mexican caribbean into a pleasant and cozy guest experience. Best regards, Zulúm Team

10/10 Excellent

Mariajose

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This hotel is a true beach experience, we stayed up on the third floor the view amazing, the roof made of palm, the all inclusive bathroom is genius. Not to mention the floating bed. Not many electric hook up options (in that room) but who cares. Restaurant has amazing drinks, food and staff it's just feet away from the beach. If you're in the upper level suite, I suggest you use the common area bathroom in the middle of the property, water pressure is much better. Also, bring drinking water there is some provided, however if you are a habitual water drinker it will not be enough. Through there is a restaurant on site, there are also many dinning options with in walkable distance. Not that you want to do anything but sit on the beach and drink Margaritas.
Stayed 2 nights in Nov 2021
Response from Zulum on Dec 25, 2021
Thank you for your comment, we´re glad you enjoyed your stay. We´re happy to hear our facility design was to your liking. Best regards, Zulum Team.

2/10 Terrible

Brijesh

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Sep 2021

6/10 Okay

Emily

Traveled with group
Liked: Cleanliness, staff & service
Disliked: Room comfort
Stayed 2 nights in Sep 2021
Response from Ale on Sep 8, 2021
Gracias por tomarse unos minutos para evaluar nuestros servicios. Son de gran ayuda para nosotros. Cordialmente Equipo Zulúm

4/10 Poor

Verified traveler

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
The hotel was beautiful. Amd the staff was great. I booked this hotel for the amenities they had listed on the wedsite. Pool, in room massages, restaurant/bar. When i asked about massage prkces the host told me they no longer offer that service On our second day the entire pool area was rented out for a private party of over 20 guest. We were not informed that this was going to happen and ultimatle we lost a day at the pool. As there was no room to sociañ distance and or even part take in. When i mentioned it to the manager on duty he kindly applogized and said they would get back to me. They never did. The next day as my partner and I steped out we let the cleaners into our room to clean. At some point that gal either forgot to close our door or didnt make sure the lock was engaged. We had returned oveer 3 hours later and our room door was left wide open with all our valuables and passports inside. I once again mentioned to the same manager about this issue and a simple applogy was given. nothing was ever done nor did anyone speak with me about the situation not even a simple dimner or dronk comp. For the price i paid i truley feel this was not the best experience. I will most likely not come back to this hotel and would advise others to call and make sure all the amenites are available during your stay. Also the rooms do not have AC and you are given 2 fans which isnt enouh to partially cool down the room.
Stayed 4 nights in Jul 2021
Response from Alejandra on Jul 16, 2021
We appreciate your comments. We regret that his stay was not entirely pleasant. We try as much as possible that the activities of one guests do not interfere with those of others. We have already spoken with our staff to be more careful. Your comments help us to continue working to provide you with the service you deserve. Best regards

4/10 Poor

Verified traveler

Traveled with group
Liked: Staff & service
Disliked: Amenities
Hotel location was good but the room was soooo stuffy. No AC which is fairly common but also no air circulation. Was impossible to sleep in. Left after one night and got a different hotel.
Stayed 2 nights in Jul 2021
Response from Alejandra on Jul 13, 2021
At Hotel Zulum your comments are very important, we are sorry that your stay was not pleasant. We will work to continue improving our service and facilities for your greater comfort and satisfaction.

10/10 Excellent

Verified traveler

Stayed 5 nights in Jun 2021

2/10 Terrible

Verified traveler

Stayed 1 night in May 2021

8/10 Good

LUIS

Estadia agradable y nada lujosa
hotel esta ubicado directamente en la playa de Tulum, tomar en cuenta que los cuartos no tienen Aire Acondicionado y la cama se mueve ya que esta colgada al techo. En general es una buena estancia pero nada lujosa.
Stayed 4 nights in May 2021
Response from Alejandra on Jun 5, 2021
Gracias por contactarnos, agradecemos sus comentarios. Son de gran importancia para nosotros. Equipo Zulúm

8/10 Good

Verified traveler

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
This hotel has the best location for walking around Tulum. The staff is very nice. The look and feel of the property is rustic but clean.
Stayed 3 nights in Apr 2021
Response from Alejandra on Jun 5, 2021
Thank you for contacting us, your comments are very important to us, we will continue to work to provide you with excellent service. Zulum team

2/10 Terrible

Lana

Traveled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Be ready to cancel and loose your money! Run!
Literally terrible. 80% of guests cancelled their stay. We also tried to cancel. No aircon, electricity always cutting out, no insulation so the parties are inside the rooms. Very badly maintained with many things not functional or broken. Very uncomfortable. 1. Bathroom water leaks all over with no doors so even people outside can see in 2. Door handles don’t work so one guy was stuck inside the room for 40 minutes 3. Music coming from both street side and beach side so no sleep at all 4. Rooms have no or not functioning shutters, no aircon, no blinds, bad lighting, broken toilet seats, no safe and much more issues 5. Most rooms are up on very high stairs 6. Reception is an underage kid who speaks zero English 7. Owner just offers ppl alcohol to not cancel 8. Food is terrible 9. Uncomfortable beds and sheets not changed 10. Stinking hot inside with only a fan and most the day no electricity Literally the worst value for money ever and definitely one of the worst hotels I’ve ever stayed in.
Stayed 11 nights in Apr 2021
Response from Alejandra on May 8, 2021
Thank you for your comments, they are very important to continue improving and offering a better service. According to the description of our rooms we specify not to have air conditioning, instead we offer ceiling or pedestal fans. There are external situations that are not in our hands to solve, such as the case of noise from the places around the hotel. An apology. As for issues within the hotel, we try to resolve as soon as possible. Best regards

2/10 Terrible

Verified traveler

Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Worst place ever. No ac no locks on doors. The bar DIRECTLY ACROSS FROM PLACE W LOUD MUSIC TILL 2 AM. WORST EVER. I WANT A REFUND. NEVER USING EXPEDIA AGAIN.
Stayed 1 night in Apr 2021
Response from Alejandra on Apr 29, 2021
Thank you for contacting us. On our page the characteristics of our rooms are shown. There are external circumstances that we cannot control, especially from places outside our hotel. We sorry. At Zulum we constantly work to offer a good service to our guests. Best regards. Zulum team

10/10 Excellent

Verified traveler

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
By far the one best destination hotels I’ve been to. The staff was absolutely amazing! The facility splendid. I travel a lot & don’t normally write reviews but they deserve it!
Stayed 3 nights in Mar 2021
Response from Alejandra on Apr 28, 2021
Thank you very much for your comments, we are happy to know that your stay was pleasant. We hope to host you again. Best regards Zulum Team

2/10 Terrible

perla

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
I’ve been traveling to Tulum for the last 20 years every single year. The stay at this hotel was the worst one I’ve ever had. Switch in the bathroom did not work on flushing toilet. No hot water. Room is located directly behind the hotels kitchen so there was smoke since the restaurant opened until closing.
Stayed 3 nights in Dec 2020
Response from Alejandra on Jan 20, 2021
Thank you for communicating with us, your comments are important for us to continue working to provide a better service. Best regards Zulum Team

2/10 Terrible

perla

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
The hotel charge me for two reservations when I was only one person. The hotel refused to refund or upgrade or assist in anyway to make me feel better. There was no hot water in the toilet did not flush. I reserved Ocean front and I was directly behind the restaurant and the kitchen that started cooking since early until dawn. The smoke from the restaurant what come in to my room every single day nonstop. I reserved ocean front and I was able to barely see the ocean from my room. Extremely disappointing on this hotel and their ownership and management. I will never come back there again and I’ve been coming to Tulum for the last 30 years. I have never experienced such a poor service in the 30 years I’ve been coming to Tulum staying in multiple hotels.
Stayed 3 nights in Dec 2020
Response from HOTEL ZULUM on Dec 29, 2020
Miss Perla: We hope and you are very well, thank you for contacting us, your comments help us to continue working to give the best to our guests. Regarding your reservations, we act in accordance with the policies that you agreed to when booking with us through hotels.com. Which we appreciate. You made two reservations, there was no error on our part, on the contrary, we tried to contact you through them, to clarify the two reservations, when we did not get a response, we concluded that they were correct, so we proceeded to charge the deposits of reservations. It should be noted that we could not have canceled the reservation, this could be done by requesting only the owner of the reservation. We will consider your comments to improve our service. Thank you and we wish you a happy new year. Best regards.

4/10 Poor

MG, TEXAS

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Location was good. But is hard to sleep in a room where bed sheets are moist, towels never dry and there is no a/c to control room temperature and humidity. An ecofriendly hotel can have a/c. Too expensive for a room without a/c.
Stayed 3 nights in Nov 2020

8/10 Good

Daniel

Stayed 4 nights in Nov 2020

4/10 Poor

Urszula

Traveled with group
Liked: Cleanliness, staff & service
Disliked: Room comfort
Very Hot Rooms
The hotel is okay. The staff is very accommodating and friendly. They will go out of their ways to accommodate the guest which I’d very important. The bad thing is lack of air conditioning which is very important in the summer. It was unbearable to stay inside the room. Also, no hair dryer or iron. Although when I asked for a hair dryer I was given a tiny one so, it wasn’t easy to dry long hair. I did not know that cooling means a fan and not A/C. I’d never book it if I knew that unless it was in winter season.
Stayed 2 nights in Sep 2020
Response from Masami on Oct 5, 2020
Thank you for your opinion Urszula. We appreciate it. Just let you know that we crealy put our amenities on the booking page of hotel zulum, and we are eco friendly hotel. I hope you could enjoy the rest of details of hotel. Sincerely yours.

8/10 Good

Erika, Mexico

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Sep 2020
Response from Masami on Oct 5, 2020
Thank you Erika! espero que vuelvan un dia con nosotros.

2/10 Terrible

Israel

Traveled with group
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Horrible
Stayed 2 nights in Feb 2020

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities
Stayed 8 nights in Feb 2020

8/10 Good

Maarten

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2020