Su

Reviews

Superhost

105 total reviews

97% Excellent

105 reviews

4.92

2021–2026

Cleanliness 4.9

Accuracy 4.9

Communication 5.0

Location 4.8

Check-in 5.0

Value 4.9

105 reviews

4BR Villa in Tulum

Megan

Excellent, 2 weeks ago

Ilse was very helpful. She always answered our messages and helped us navigate through some minor challenges that we had during the stay. The townhome was very clean and fit the description perfectly.

We’ve used Airbnb for about 10 years and usually have great experiences, but this stay was disappointing and exhausting. Before the trip, when violence in Puerto Vallarta was in the news, we asked if we could cancel because we were traveling with children. The host refused, although another Airbnb nearby allowed us to cancel without issue. When we arrived, the apartment looked nice at first, but both queen beds had visible hair from previous guests on the sheets, which was very unpleasant. The cleaning team responded quickly and changed the bedding right away. I want to emphasize the staff and cleaners were kind and helpful. There was also a broken cabinet door and several basic items missing (dish soap, cleaning cloths, coffee, sugar). The second night the power went out and we could not easily locate emergency lighting or a first aid kit. When we raised these concerns, the host became defensive and suggested we were creating problems rather than acknowledging the issue.

Host Response

Thank you for your comment. We're sorry your experience didn't meet your expectations. It is important to clarify that some of the points mentioned do NOT reflect what happened during the stay. The cancellation request was made outside the established policy, yet flexible alternatives were offered and not accepted. During the stay, any issues reported were addressed immediately by our team, including the change of bed linens, which was taken care of as soon as we were notified. We were available at all times to follow up and provide solutions. The property is inspected before each check-in to ensure it meets our standards, so we disagree with several of the statements made. We appreciate the recognition given to our team, who acted quickly and professionally at all times. We will remain focused on providing quality experiences for our guests.

We had a wonderful time at Susana’s place. The location is perfect for engaging with the local culture, with many fantastic restaurants and shopping opportunities nearby. It was very quiet and peaceful, well equipped with wall AC units and towels, and plenty of space to hang out together or spread out in separate rooms. We especially enjoyed the pool table and upper rooftop levels, such wonderful views from up there. Susana and her team were very quick to respond with any questions we had and provided some ideas for places to visit during our stay. We would definitely stay again!

This Airbnb is situated, just as you come into Tulum. It’s a little bit outside some of the main neighborhoods, but very easily accessible. And has a parking spot. If you wanna have a car or scooters, which makes everything very easy. Her property managers were incredibly attentive, and responsive and helpful. If we needed anything, they were always there for us. We felt incredibly safe, and although it is outside some of the main neighborhoods, there are still lots of things in walking distance, including a gorgeous grocery store. The complex was quiet. I would absolutely recommend this place, and would stay again, especially with a larger group as it’s three floors, and allows for some separation from one another

Literally one of the best and most unique AirBnbs I've ever been to. Not only was the location and home INSANE but the hosts were so helpful and easy to work with through problems. They were very responsive, very accommodating and welcoming. The home is even more beautiful than the pictures. Ive stayed in 4 AirBnbs within the same area, some triple the price of what I paid for this AirBNB and none of them came close to this one. I highly recommend booking it if youre considering it, you will not regret it.

An amazing experience in Tulum! The house is a paradise, super spacious and beautifully decorated, mixing modern and traditional. The pool is simply perfect, ideal for relaxing after a day exploring the area. The amenities are top-notch, from towels and toiletries to the fully-equipped kitchen. In addition, the location is unbeatable, quiet but close to everything you need: restaurants, beaches and shops. The service was excellent, always attentive to any detail to make our stay even more comfortable. Definitely a place I'll go back to and recommend to anyone looking for a unique experience in Tulum

Loading...