PREPARE YOUR STAY
At what time can I check-in?
We welcome our guests as of 3pm. In case of early arrival we will gladly keep your personal effects in a storage while you enjoy the facilities of our property. Subject to availability we will allow you to enter your room prior to 3pm.
Until what time can I check-out?
Our check-out time is 12pm (noon). In case of later departure we will gladly keep your personal effects in a storage while you enjoy the facilities of our property. Subject to availability we will allow you to stay in your room later, with a fee of 100 USD + taxes and until no later than 4pm.
Do you have a concierge team?
Yes, our concierge team will be able to assist you with planning anything in our hotel and around Tulum and the Yucatan Peninsula.
Opening hours reception
Our concierge team welcomes you everyday between 7.30am and 11.30pm, if your arrival or departure is scheduled at a different time, please inform us and we will make sure someone from our team will be available to assist you. In any case, and at all times, our security guards are always present to assist you when reception is not open.
Opening hours reservation
Our reservations team can answer your calls or emails everyday between 10am and 7pm Tulum time (EST). If you need urgent information or assistance please contact our concierge team who will be happy to assist you: email@example.com or +52 1(984) 114-7525.
Can you arrange an airport pick-up?
Yes, our driver can pick you up in a Ford Expedition SUV at the airport (which is approximately 1 hour and 40 min away from Encantada). The service fee is 140 USD, tax included for the pick-up, and 260 USD for pick-up and drop-off.
What is the weather like in each season?
January-March, high season for Tulum, temperatures are somewhere between the high 60s and high 80s F (approx. between 20 and 32°C), and there is a slight chance of rain
April-June, the temperatures climb and you can find warmer weather and more humidity but we are aware of this and all our rooms have A/C for your comfort;
July-October, our rain season is here, rains can be quite strong but only last a few minutes per day. We do have umbrellas to walk around and usually the sun always comes out for several hours of the day;
November-December, temperatures fall to around the low 80s F (approx. 26-28°C) as the hurricane season slides away.
We strongly advise you to be equipped with Mosquito repellent (containing DEET for better protection). We do provide organic non DEET repellent at the front desk if you don’t have any.
Do you rent bikes?
We have bikes available for free for the hotel guests, we have plenty so no need to book in advance generally… just ask reception. We can also provide a lock to secure the bike while exploring shops, restaurants, bars, etc…
Can I change money in the hotel?
We highly recommend to change money when arriving at the airport or at a money exchange in Tulum as these places offer the best rates. We will always be able to help out by changing USD into MXN pesos in smaller denominations.
Do you have a SPA?
We offer SPA treatments such as facial and body scrubs, mineral clay treatment, as well as a variety of massages and relaxation treatments.
FOOD & BEVERAGE
Do you have a full service restaurant?
Yes, we have a full service restaurant on property offering breakfast and lunch. The menu is boasting a mix of traditional Mexican and Mayan dishes.
For dinner, we have a jungle side restaurant called NÜ Tulum with culinary experience created by our team of 7 amazing cooks from Mexico City, led by the young and upraising chef Cesar Castañeda. It is open Tuesday to Sunday and serves dinner 6 to 11pm.
Is breakfast included in the room rate?
Yes, we offer a full complimentary breakfast with a menu for you to choose what you want each morning, it is included in the room rate
Can we have a romantic dinner on the beach?
Yes, we can arrange for a romantic dinner for two at the beach upon request.
I am gluten/diary intolerant, can I eat at your restaurant?
Yes, many of our guest eat gluten/dairy free and we are happy to accommodate any dietary requirements. Please be so kind to let us know upon your reservation so we can assist better.
Do you offer room service?
Yes, we will bring your meals to the room for you to enjoy on, either in the room or on your private terrace.
Do you offer all Inclusive packages?
All rates include breakfast for two, however we do not offer any other pre-set meal plan. We provide beach service, room service and meals to be taken at one of our restaurants.
Do you have fresh water or salt water in showers?
Unlike most hotels in Tulum, Encantada has a reverse osmosis desalinization water system, in order to provide fresh water system for all rooms and common areas.
Do you have air conditioning?
Yes, we have air conditioning in all rooms however we kindly ask our guests to only use it from 6 pm to 9AM
Do you offer free Wifi?
Yes, we offer complimentary Wifi throughout the property and on the beach
Do you have safes in the rooms?
Yes, every room offers a safe deposit box for your own personal use
Do you have handicapped accessible rooms?
We unfortunately don’t have specifically designed accessible rooms but please contact us to see what is required and we will see how to assist best.
Do you have an elevator?
We don’t have an elevator however we have rooms on the ground floor.
Is the water in rooms drinkable?
Encantada is hosted in a protected ecological environment and the full property is “off the grid”. Therefore we produce all our electricity ourselves and the on-site desalinized and active carbon filtered water for the shower and WC comes from an 25 meter well build in the property. This water is non drinkable, but we provide in every room, in a small containers located next to the sink in your bathroom a drinkable water that comes from the same well, and is purified trough additional filtering methods and then passes through UV rays to become potable water.
Change of linen
We are mindful of our impact on the cultures, economies and environments in which we operate that is why we try to avoid plastic bottles for drinks and amenities. We will change your towels left on the floor, and unless dirty your bed linens will be changed every two days (if you prefer them changed more frequently simply let us know).
Do you accept kids?
We love kids, unfortunately due to our small size and intimate atmosphere, we only allow children over 12 years old in the hotel.
Do you accept pets?
We love pets almost as much as we love kids, but unfortunately pets have to stay at home during your visit to Encantada.
Do you allow smoking on property?
We do not allow smoking on hotel premises, however, we do have a designated smoking area in front of the hotel.
Do you take a deposit upon check in?
A deposit of the 100% of the total amount of the reservation will be collected thirty (30) days before check-in (or less if you book fewer than 30 days before your arrival). By completing this booking request, you certify that you are the cardholder and authorize us to charge your credit card automatically with the amount due at that moment. In case of having problems to make this balance in your credit card we will contact you by email to request updated information of your payment method.
HEALTH & SAFETY
Where is the closest Hospital?
CostaMed, 307 Boca Paila Road, approx. 13 km from hotel, can be reached in 30 minutes depending on traffic, rather 1h during peak season in December – January.
How long does it take to get an ambulance service?
It usually takes no more than 30 minutes for an ambulance to reach the hotel
Do you know a Doctor available close by?
Yes we know a good Doctor who can come to the hotel within 30 minutes depending on traffic, rather 1h during peak season in December – January.
Safety of Tulum
Safety in Tulum is not an issue, there is a lot of surveillance of the local police in the area as well as security of private companies, you can walk at night on the street or on the beach without worrying about anything, we also have our own guards always looking at the safety of the hotel and of our guests.
Is it safe to take taxis?
It is safe to take a taxi to go anywhere, you can simply hail one of the street, and however, at all times we are happy to coordinate your transportations (as a way to avoid some abuse in the fare some drivers may charge you).
GROUPS & EVENTS
For any group booking and for more than 5 rooms enquiry please contact firstname.lastname@example.org
We don’t host wedding or private parties on the beach for now but we can help you secure rooms at one of our 3 properties in Tulum and organize a private dinner at our jungle restaurant. For more details please contact email@example.com