DIRECTIONS

Encantada Tulum is located 90 miles south of the city of Cancun and 30 miles from Tulum International Airport.

• Cancun International Airport: Embark on the 307 highway southbound from Cancun Airport, a wide 2-lane route leading through Playa del Carmen, taking approximately 90 minutes to reach Tulum. Upon entering Tulum town, at a four-way intersection with the "Super Aki" supermarket on your right, turn left (east) towards the beach road (signposted "To Boca Paila"). Travel south for about 6 km. Located a bit further down from the main strip, just past Lula Hotel Tulum, at Tulum Boca Paila KM 8.7, be on the lookout for the Encantada Tulum sign.

• Tulum International Airport: Begin on Carretera Federal 307, the primary highway in the region, and continue until reaching Tulum Pueblo. Follow the signs for "Tulum Hotel Zone." Positioned a bit further down from the main strip, just past Sanara, at Tulum Boca Paila KM 8.7, look for the Encantada Tulum sign.

TRANSPORTATION

Car Rentals If you prefer not to rent a car, we recommend pre-arranging an airport pick-up. Encantada Tulum offers private transfers, ask your concierge to book your private transfer. These can be booked between 30 days and 24 hours before your arrival.

Airport Shuttles: Explore the convenience of airport shuttles, available for online booking. Alternatively, our concierge team can arrange a private transfer. For budget-conscious travelers, consider ADO buses.

Biking and walking: Enjoy the immediate surroundings by biking or walking. Encantada Tulum provides shared bikes for your convenience. For longer distances, taking a taxi is advisable, especially at night.

Taxis: Taxis are readily available on Beach Road for local transportation to the town or pueblo. Before starting your journey, inquire about the fare, or feel free to ask our staff for assistance.

CASH / CREDIT CARDS

Before You Travel, call your bank and credit card company to inform them of your travel plans. This ensures uninterrupted access to your funds while you're away. Tulum predominantly operates on a cash basis, so having ample cash on hand is advisable.

For cash exchanges, use ATMs affiliated with reputable banks such as Chedraui, HSBC, or Scotia Bank in the Pueblo. Avoid ATMs on Beach Road.

We accept all major credit cards (Visa, Mastercard, and American Express) at Encantada Tulum. Please note that we do not accept checks. As a cash-free hotel, payments at our restaurant and during check-out can be made using credit or debit cards, or charges can be applied to your hotel room balance.

WATER

Please note that the tap water on site is non-drinkable. However, in your bathroom, you'll find small containers with drinkable water sourced from an on-site well. This water undergoes purification through filtering methods and UV treatment for your safety.

HEALTH & SAFETY

Doctors: We have a reliable doctor available for personal appointments who can come to the hotel within 30 minutes (depending on traffic), or up to 1 hour during high season (December – January).

Hospitals: The closest Hospital, CostaMed, 307 Boca Paila Road is located approximately 13 km from the hotel and can be reached in 30 minutes depending on traffic, 1 hour during high season (December – January).

CONCIERGE / RECEPTION

Our concierge services are available 24/7. If you need assistance, please inform us, and our team will be ready to help. In the absence of the concierge team, our security guards are always on hand to assist you.

WEATHER

January-March, Tulum high-season, temperatures range between the high 60s and high 80s F (approx. between 20 and 32°C), with a slight chance of rain.

April-June, Temperatures generally stay in the high 80s (27-32°C)with increased humidity. For your comfort all our rooms have A/C.

July-October, This time is considered our rainy season. Strong rain is common but only lasts a few minutes a day. We do have umbrellas to walk around and the sun usually always comes out for several hours of the day.

November-December, Temperatures fall to the low 80s F (approx. 26-28°C) as the hurricane season ends.

FOOD & BEVERAGE

Restaurant and Room Service:

Enjoy the convenience of our full-service restaurant on the property, serving breakfast, lunch, and dinner. Our menu features a delightful blend of traditional Mexican and Mayan dishes. For added comfort, meals can be delivered to your room or terrace.

Dinner at NÜ Tulum:

Experience our jungle-side restaurant, NÜ Tulum, for dinner. Recommended by the Michelin Guide, this unique dining venue offers a fusion of modern and traditional Mexican cuisine, showcasing fresh, locally sourced, and sustainable ingredients within a stunning jungle setting. NÜ Tulum has been recognized among the five best restaurants in Riviera Maya by Travel + Leisure.

Special Dietary Needs:

We happily accommodate various dietary requirements, including gluten and dairy-free options. Please inform us of any dietary preferences or restrictions when making your reservation so that we can ensure a tailored dining experience for you.

CHILDREN & PETS

While we adore children, our small and intimate atmosphere is best suited for guests aged 12 and older. Unfortunately, we cannot accommodate pets at the hotel.

SMOKING

We do not allow smoking on hotel premises, however, we do have a designated smoking area in front of the hotel.

SAFETY

Safety is not a concern in Tulum. The area is under constant surveillance by local police and private security companies. Feel free to walk on the streets or the beach at night without worry. Additionally, our on-site security guards are vigilant in ensuring the safety of both the hotel and our guests. Taxis are readily available and safe to hail on the street. However, for your convenience and to avoid potential fare discrepancies, we are happy to coordinate your transportation.

MINDFULNESS

At Encantada Tulum, we are committed to maintaining an environmentally friendly property and appreciate our guests' mindfulness toward flora, fauna, and natural resources. To contribute to this effort, we kindly ask you to dispose of toilet paper in the provided trash cans. Additionally, please be mindful of energy usage by turning off lights when not needed. While our A/C is available 24/7, we recommend using it from 6:00 pm to 9:00 am to support energy conservation.

BEACH & SEAWEED

Sargasso seaweeds are a natural occurrence that can affect our Mexican Caribbean beaches, including Tulum. The blooming, migration, and presence of sargasso are unpredictable, making it challenging to anticipate its levels on any given day.

To ensure our guests can enjoy pristine beaches, we have a dedicated team working daily to remove and dispose of seaweed from the beach strand. However, during periods of high sargasso arrivals, we invite our guests to enjoy one of Tulum Beach's largest pools at our sister property Radhoo.

Beyond the beaches, Tulum offers a wealth of experiences, including exploring Cenotes, ancient Mayan ruins in Tulum, Coba, and Chichen Itza, cave exploration, and swimming with whale sharks. The growing foodie scene boasts acclaimed restaurants like Hartwood, Arca, Wild, and NÜ. Even after two weeks in Tulum, you'll find there's much more to discover.

We are actively participating in a coast-wide initiative to address increasing seaweed growth. Our involvement in meetings with academics, the government, and the private sector aims to find durable solutions, including sea recollection and offshore nets to contain seaweed before it reaches the beaches. Join us in supporting this initiative for the long-term benefit of our beautiful coast.

*Pool access is subject to availability on a first-come, first-serve basis.

BOOKING & DEPOSIT FEE

All prices are quoted in U.S. dollars.

Rates and fees are subject to a 21% hospitality tax, a resort fee of 30 USD per night, and an environmental fee of 3.2 USD per night. These fees will be applied in addition to the nightly rate.

A 16% sales tax will be added to all food and beverage charges, as well as to all other purchases made throughout the resort.

Depending on the selected rate during the booking process, a deposit fee may be collected in accordance with the conditions specified in the policies.

The rates, inclusions, and room occupancies are specified in your confirmation. Rates, taxes, and service charges are subject to change at any time without prior notice.

By submitting a booking request, you confirm that you are the cardholder and authorize us to automatically charge your credit card with the amount due at that time. For all non-refundable rates, the full amount will be collected upon booking. If any issues arise with the payment, we will contact you via email to request updated information for your payment method.

Please be aware that non-refundable rates and special reservations outlined in the hotel cancellation policy are charged in full on the date the reservation is made and cannot be modified or canceled.

Upon check-in, a pre-authorization amount of $100 USD per night will be held on your credit card as a guarantee for any incidentals during your stay. This amount will be released within 24 hours after check-out.

CANCELLATION 

As a small, privately-owned referral-driven hotel, we maintain a strict cancellation policy. Depending on the selected rate during the booking process, a penalty fee will be applied as specified in the policies.

All cancellation requests must be submitted via email to reservations@encantadatulum.com. We do not accept cancellation requests by phone.

In the event of an early departure or a no-show, the total amount of your stay will be charged, and no refund or credit will be offered.

Please note the following:

• We do not accept changes or cancellations via phone, SMS, WhatsApp, or any other method besides email to reservations@encantada.com.

• If you make changes to your reservation after the cancellation period or shorten your stay, we will charge the number of nights originally booked.

• If you booked at a certain rate, and the price changes between your reservation date and arrival date, both parties will respect the rate of the original reservation.

• We are not responsible for changes or cancellations arising from events beyond our control, such as fire, epidemics, health risks, technical transport problems, flight delays, closed airports, or any unforeseeable events. We recommend purchasing travel insurance for any potential inconvenience or emergencies.

• If you booked through a third-party website, please contact the booking agent/website for reservation changes.

• A credit card fee of 10% will be retained from any refund. For refunds via bank transfers, there will be a 5% credit card merchant fee plus $50 USD for bank charges.

• Only bookings made through our official website http://www.encantadatulum.com and our official OTA profiles are valid. We reserve the right to refuse reservations from unauthorized sources and are not responsible for any damage caused by bookings from such sources.