Frequently Asked Questions


There are 2 airports to get to Tulum :
– Cancun International Airport : 130 km (80 miles) – 1h45 from Kiki Tulum (without traffic).
– Tulum International Airport : 41 km (25 miles) – 39 min from Kiki Tulum (without traffic).

We can organize your airport transfer for your arrival and departure with our very professional, punctual and careful driver.

We do not organize shuttle or group service, only private.

Generally speaking, Tulum is a very touristy destination where governments and authorities do their utmost to keep the city safe. You won’t have any problems unless you look for them (but I would say like anywhere else in the world).

Our property is located in the Aldea Zama district, the most exclusive, safest area of Tulum and the closest residential area to the beach. It is very safe.

We have 24/7 outdoor security cameras covering the entrances and public areas and our concierge lives here in the property.

There are many things to do and see in Tulum: Cenotes, beaches, nature reserves, archaeological sites, restaurants and museums. For more information : please visit our Blog

Between September and early December = Touristic low season – not so hot weather.

Mid-December to April = peak season – not so hot weather.

May to August = hot weather – touristic mid season September = rainy season – touristic low season  

Hurricane season goes from June to November. During October, hurricanes usually head more west.

While everything is open in Tulum, hotels and restaurants still follow strict procedures in order to ensure everyone’s safety.

For your health, in Kiki Tulum, we have implemented strict disinfection protocols for the apartment prior to your arrival.

We are aware that traveling during this period may require Covid-19 testing before you return to your country. We offer to send you our recommendations (after your confirmation) to where make a covid test in Tulum and even in Playa del Carmen or Cancun.

Kiki Tulum

Aware that traveling from a foreign country, the journey is sometimes long. That’s why there is no time restriction to arrive at Kiki Tulum, you will be assisted by our concierge 24 hours a day.

Therefore we appreciate it if you notify us in advance about your arrival or departure time.

Our check-in time is 03:00 pm and check-out time is 12:00 pm (noon).

Should you arrive early just leave your luggage with us at the reception and relax at the rooftop pool until your apartment is ready (at 03:00 pm).

Sometimes, we can offer an early check-in but in most cases, reservations are made in sequence and we need 3 hours to clean your apartment.

Yes, our concierge lives at the property and will do everything possible to make sure you have a lovely stay.

You will be in constant contact with your agent via WhatsApp as well as with our concierge on site. We are very responsive on WhatsApp (24 hours).

Your well-being is our top priority and we are taking extra precautions to ensure the health safety of our staff and visitors. We have implemented de-tailed preventative measures within the property. Antibacterial station can be found at the reception and guests and staff are asked to maintain social distance in communal areas. For your health, we have implemented strict disinfection protocols for the apartment prior to your arrival.

Yes, we have one for three cars. But you can park outside on the street, it is very safe and our video surveillance system even allows us to film the street (right in front of the property).

About internet, we have wifi in all the property (optical fiber) provided by the best company in Mexico : Telmex.

We have 300 Mbps (download and upload), good ping, delivered by optical fiber and not an antenna on the roof (like the most airbnb in the Aldea Zama).

You will be able to work without any speed problems and make conference calls (Skype, Zoom) or watch Netflix in streaming.

Some of our guests are influencers, youtubers or home office workers.

==> The quality of the internet is our priority.

Unfortunately we are not a classic hotel, we are a small condo (8 apartments). We do not have a daily cleaning service and a towel change (except for stays of more than 7 nights, it is free).

You will receive the appropriate quantity of towels for your stay with us.

All rooms booked on our website have the lowest rate guarantee.

Our property is advertised on various short-term rental booking platforms (OTA). However, the guarantee you have by booking directly with us is that you will receive 15% less than the prices we publish on these platforms.

You will be in direct contact with us and will receive almost 24 hour support.

Breakfast is not included in your apartment rental.

However, we have listed several restaurants and coffee shops near Kiki Tulum where you can have breakfast. These are constantly changing (new ones every month) so we will send you our recommendations (after your confirmation). These restaurants are within a 5 min walk.

Yes. After your confirmation by paying a deposit or the balance, you will receive our recommendations for bars, restaurants, beaches, cenotes, visits and practical life in Tulum. They are constantly updated.

We know that surprises are an important part of a trip. We know that surprises are an important part of a trip, so we can make several surprises for you or one of the members of the trip: Romantic package, birthday cake, balloons, flower bouquet, champagne…etc. Contact us and we will send you what we propose.


We are located at 1h30 by car from the Cancun Airport. We can organize your airport transfer for your arrival and departure with our very professional, punctual and careful driver. When booking on our system, you will have the possibility to book and pay.

We are located at 15 min by car (without traffic) from downtown and the public beaches of Tulum: Paraiso, Pescadores, Las Palmas, Pocna.

There are several options for you :

Car rental for several reasons :

1 – To optimize your travel time and be more free during the day.
2 – Comfort
3 – It will be cheaper than always taking a taxi every day for moving 4 people.

Example : calculate 8-15 $us each way for a taxi to go inside Tulum.
A car rental costs between 80 $us (vehicle for 6 with luggage) per day… if you divide it by 4 (friends maybe), it becomes cheap because of the comfort and freedom you will have.

Taxi :
We have a special contact for taxi, very safe and quick (in 2-3 minutes, it arrives at Kiki Tulum to pick you up and take you wherever you want.

Bikes & scooters :
We have several bicycles for rent that a supplier left us in storage at the property. The rental is 10 $us per day per bike.

We have 2 scooters for rent (same supplier). The rental is 40 $us per day per scooter.

For both options, you can rent them when you arrive if they are not already occupied by other guests.

It depends on the traffic and the pickup hour. It can range from 15 $us (during the day in low season) to 40 $us (at 08:00pm in high season) for a one-way trip.

There are no transportation platforms like Uber operating in Tulum, only one cab company.

The Apartment

The rooftop pool is communal with the other guests, and is not private. We have only 8 apartments and very few guests cross each other in the property, which has been designed for good privacy.

No, only in apartment #8 for the moment (products not included). We can recommend a laundry near Kiki Tulum (In Aldea Zama), 5 minutes by car.

Mexico tap water isn’t safe for human consumption: not for locals or visitors. We suggest to buy bottles of water.

There is a large black container outside the building. It’s on your left as you leave the property.
We recommend that you throw away the garbage as often as possible, we are in Tulum: a lot of insects, humidity and heat are the enemies of garbage in an apartment.

We are sorry to say that due to some space limitations in the apartments and stairs (we do not have an elevator), Kiki Tulum is not wheelchair accessible.


Only the number of guests confirmed in your reservation may sleep or spend time in the apartment or property.

Unfortunately we do not accept pets on our property. We are animal lovers and absolutely adore pets, especially dogs. But sadly some guests are allergic to animal hair and it can have disastrous consequences.

We do not charge extra for electricity like some of owners in Tulum. However, we recommend turning off AC and fans when you’re not in the apartment and keep windows closed while the AC is on. Energy is expensive and it is important to save the planet a little.

The pool is only open from 09:00 am till 09:00 pm for cleaning purposes and for your safety.

We attach great importance to the rest of our guests and the silence in the property after 10:00 pm. Parties are strictly prohibited.

Reservation and payment

Go directly to the reservation page: it’s the fastest, most efficient and accurate way to get availability, price and confirmation of your apartment in Tulum… everything is done in 2 clicks.

You can also call us on Whatsapp or on the normal phone network if you have any questions or doubts.

All prices are quoted in Mexican Pesos (MXN) and include VAT (16%) and lodging tax (3%).
You can pay only with a credit card Visa or Mastercard or with your Paypal account.

If your arrival is more than 30 days away, we will ask you for a deposit of 50% of the total amount.

The balance will be requested 15 days before your arrival.

If your arrival is in less than 30 days, you will be asked for the full payment of the reservation.

In both cases, our reservation system calculates automatically.
Once your reservation has been successfully completed, a confirmation email will be sent summarizing your reservation. Please review this information carefully and contact us immediately at if you have any questions or require any changes.

If you do not receive confirmation of your reservation within 24 hours of making your reservation, please contact us.

Guests may receive a full refund if they cancel within 48 hours of booking and at least 14 full days before the listing’s local check-in time. After 48 hours guests are only entitled to a 50% refund regardless of how far the check-in date is.

The guest will also receive a 50% refund of the accommodation fees if he/she cancels a reservation at least 7 days before check-in. If the guest cancels a reservation fewer than 14 days in advance, they won’t be eligible for any refund.

No refund will apply when the passenger leaves earlier than the period originally reserved and prepaid.

In case of no-show, 100% of the reservation will be charged.

In Tulum, cash is the most common form of payment. Mexican pesos and US dollars are accepted everywhere.

However, it is advisable to carry small bills because some local businesses often do not have change.

It is easier to withdraw money with your debit or credit card from an ATM, where you also get a good exchange rate. This is the best way to get Mexican pesos. Keep in mind that there is a daily withdrawal limit at ATMs, currently 5,000 pesos.

  • If the stay is longer than 7 nights (included) : we can offer you a promotional code of 10%.
  • If the stay is longer than 28 nights (included) : we can offer you a promotional code of 20%.

You need to contact us (by Whatsapp or email) in order to give you a special voucher code.

Reminder: our prices are already 15% lower than the different partners and platforms (OTA = Online travel agencies). You won’t find cheaper.


There are ATMs both in Tulum Pueblo and on the beach even if we suggest not use the ATM’s on Beach Road.

The closest ATM from Kiki Tulum is at the Chedraui Supermarket (there are a lot), it is like 15 min by car.

Do you have any other questions?

Let us know your questions

Send us a message and we will contact you.

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