Yes. Bespoke and its residences can host and accommodate weddings, celebrations and retreats, including full buyouts, with Namron Hospitality's in-house events team — and a Mayan wedding ceremony guided by a shaman can be arranged between jungle and sea. Contact events@namronhospitality.com or use the event request form on our website.
How can I help during my stay?
We ask our guests to be mindful of flora and fauna and the use of natural resources: please throw toilet paper in the trash cans, turn off lights, use the A/C only from 6:00 pm to 9:00 am, reuse towels, tell us when you want your bedsheets changed, and switch your phone to silent mode to respect Tulum's tranquility.
What are your sustainability practices?
Bespoke has been certified as a Zero Waste Establishment since 2023 and is part of The Tulum Pledge. We provide reef-safe sunscreen and after-sun lotion, prohibit single-use plastic, keep night lighting minimal for nesting turtles, offer bikes, source ingredients from Mestiza de Indias — a regenerative, pesticide-free farm in Yucatán — and are guardians of LADLE, a local NGO supporting indigenous children.
Will I see wildlife at the hotel?
Our hotel is located in a protected natural area of Tulum, where wildlife is part of the surrounding ecosystem. You may occasionally encounter animals around the property — please admire them from a safe distance and refrain from feeding or approaching them. The hotel is not responsible for accidents, injuries or damages resulting from interactions with wildlife.
What is the weather like?
January–March (high season): high 60s to high 80s °F (20–32 °C), slight chance of rain. April–June: high 80s (27–32 °C) with increased humidity. July–October is our rainy season — strong rain is common but usually lasts only a few minutes a day, and the sun comes out for several hours; we have umbrellas to walk around. November–December: low 80s °F (26–28 °C) as hurricane season ends.
Is there a doctor or hospital nearby?
We know a good doctor who can come to the hotel for personal appointments within 30 minutes depending on traffic, or up to 1 hour during high season (December – January). The closest hospital, CostaMed at 307 Boca Paila Road, is approximately 13 km from the hotel — about 30 minutes, up to 1 hour in high season.
Is the area safe?
Safety in the Tulum area and Tankah Bay is not an issue: there is a lot of surveillance by local police as well as private security companies, and you can walk at night on the street or the beach without worries. We also have our own on-site security guards who are always looking out for the safety of the hotel and our guests.
Can I fly a drone?
The operation of drones is prohibited within the boundaries of the property and the airspace above it, for both commercial filming and recreational use, unless conducted for authorized events.
What is your smoking policy?
We do not allow smoking on hotel premises, including residences, private patios and balconies; there is a designated smoking area in front of the hotel. A $200 USD deep-cleaning fee applies for smoking in non-smoking areas.
Are pets allowed?
We love pets almost as much as we love kids, but unfortunately pets have to stay at home during your visit — they are not allowed on the property.
Are children welcome?
Yes — children of all ages are welcome. Bespoke is a kid-friendly environment designed for families, with multi-bedroom residences, kitchens, bunk and trundle beds in select residences, and calm, swimmable water.
Do I need cash in Tulum?
Before you travel, let your bank and credit card company know your plans. Tulum predominantly operates on a cash basis, so having cash on hand is advisable. Use ATMs affiliated with reputable banks such as Chedraui, HSBC or Scotiabank in the Pueblo, and avoid ATMs on the Beach Road. At Bespoke itself we are cash-free.
Is it easy to get taxis?
It is safe to take a taxi to go anywhere, and you can hail one on the street. However, we are always happy to coordinate your transportation, as a way to avoid discrepancies in the fares some drivers may charge.
Is there parking?
Yes, private parking is available at the hotel.
Can you arrange airport transfers?
Yes. We arrange private transportation from Cancún or Tulum International Airport at an additional cost, one-way or round-trip. We usually book these between 30 days and 24 hours prior to arrival — please contact reservations@thebespoke.com.
How do I get to Bespoke?
Bespoke is located 70 miles south of Cancún. From Cancún airport, Highway 307 — a wide, two-lane highway — runs south through Playa del Carmen all the way to Caleta Tankah. You can rent a car at the airport, take a taxi or shuttle from outside the arrivals area (agree on the fare and confirm the destination in advance), or let us arrange a private transfer.
Will my cell phone work?
We recommend calling your carrier to get an international plan before you arrive, or turning off cellular and data roaming and push notifications to avoid charges. We suggest using WhatsApp — there is Wi-Fi in most places but not always cell service.
Is Wi-Fi available?
Yes, free Wi-Fi is available throughout the property.
When is the concierge available?
The reception is open 24/7. Our concierge is available every day between 7:30 am and 11:00 pm to assist you with planning anything in and around Tulum and Playa del Carmen. Our security guards are always present to assist you when the concierge team is off duty. Concierge: concierge@thebespoke.com · +52 984 105 4007 (WhatsApp).
What tours and experiences can you arrange?
Our concierge arranges expeditions such as the Muyil Adventure, yacht sailing, snorkeling expeditions, Tulum Ruins + Underground River, Chichén Itzá & Valladolid, Cobá Jungle & Monkey Reserve, a Sian Ka'an sunset canal ride, the Aquatic Sanctuary by paddleboard or kayak, and the Xibalba ATV tour — plus a private dining experience by the sea and a mezcal tasting workshop for two with Nakawé Mezcal. Two five-day programs, Of Spirit Week and Culture Lab Week, combine them.
Do you offer yoga or ceremonies?
Yes. Private yoga and breathwork classes are led by Samadhi Studio's instructors — Ashtanga, Vinyasa Flow, Gannon Power Vinyasa, Restorative Flow and Pranayama Meditation — customized to your level. Ceremonies include pre-Hispanic sound healing, cacao, forgiveness, chakra harmonizing, a 2-hour mud ritual, couples lunar and fire ceremonies, a Mayan wedding ceremony, temazcal healing, Akashic Records readings and Human Design.
What is the spa cancellation policy?
Please be ready 10 minutes before your appointment; up to 15 minutes of leeway is allowed and is deducted from your service. Changes or cancellations require at least 12 hours' notice — with less notice, 50% of the service value is charged. Non-guests pay a 50% deposit to confirm the reservation. We do not provide services to individuals under the influence of drugs or alcohol.
Do you have a spa?
Spa treatments and massages are offered within the comfort of your residence, from our “Phases of You” menu: massages from $165 USD (60 min), facials at $175 USD and body wraps from $250 USD, with a hot-stones add-on for $35 USD. A dedicated on-site spa is coming soon; meanwhile guests are also welcome at our sister property's La Valise Spa in the Tulum hotel zone, 11 miles (17.8 km) away. Book through the concierge at concierge@thebespoke.com.
Is there a gym?
Yes, there is a fully equipped on-site gym for guests, with power racks, free weights, cable machines and treadmills.
Are there swimming pools?
Yes. A long central pool runs between the residences and gardens to a beachfront infinity pool, with daybeds, loungers and towel service — and most residences have their own private plunge pool.
Is there seaweed (sargassum) on the beach?
Sargassum has been recurrently affecting many parts of the world, including the Mexican Caribbean. Its blooming and migration is a natural process, so we cannot know which days our beach will have more, less, or none at all. We have a dedicated team working daily to remove and dispose of the seaweed so our guests can still enjoy the beach, and we take part in the coast-wide initiative between academics, government and the private sector to find durable solutions. Tulum's magic is owed to much more than its beaches: cenotes, lagoons, Mayan ruins and a growing food scene await.
Is the beach swimmable?
Yes. Tankah Bay has calm, swimmable turquoise water protected by a coral reef just 200 meters offshore — perfect for morning snorkels or leisurely floats.
Do you offer a day pass?
Yes. The Local Day Pass ($1,500 MXN per person, daily 8:00 am – 7:00 pm) lets you move freely between three Namron hotels in Tulum — Radhoo, Encantada and Bespoke. It includes a welcome cocktail, $1,500 MXN in food & beverage credit valid at all three, towel service, loungers, pools and beachfront access, 20% off treatments at La Valise Spa, 20% off additional F&B and 10% off at La Valise Boutique. Reserve with any of our concierges at least 12 hours in advance.
Is the beach club private?
Yes. The Bespoke's private beach club is reserved for our guests — a beachfront space with cabanas and daybeds, modern Mexican fusion cuisine and signature cocktails. Reserve through the concierge at concierge@thebespoke.com. Visitors can also access Bespoke with the Local Day Pass.
Do you offer room service?
Yes — we can bring meals from our restaurant to be enjoyed in your residence or on your terrace.
Can you accommodate dietary requirements?
Many of our guests eat gluten- or dairy-free, and we are happy to accommodate any dietary requirement. The Ícaro menu marks vegan and gluten-free dishes. Please let us know upon your reservation so we can assist you better.
Is there a restaurant on property?
Yes. Ícaro, our signature restaurant, is open every day from 8:00 am to 7:45 pm (lunch is served 12:00 – 5:00 pm), with a menu mixing traditional Mexican, Mayan and international dishes. Our private beach club also serves modern Mexican fusion cuisine and signature cocktails, and we can bring meals to your residence or terrace. Tables at Ícaro can be booked on OpenTable.
Do I need a power adaptor?
The electricity supply is 115V 60Hz, the same as in the US and Canada, with the same wall plug type.
Can I drink the tap water?
The tap water on site is non-drinkable. We provide drinkable water in small containers next to the sink in your bathroom; it comes from an on-site well, is purified through filtering and then passed through UV light.
Is there air conditioning?
Yes, all residences have air conditioning available 24/7. To help us keep the property as environmentally friendly as possible, we kindly ask guests to use the A/C from 6:00 pm to 9:00 am and to turn off lights when leaving.
What is a lock-off bedroom?
Several of our larger residences — such as Calypso, Aqua Villa, Verdant, Palm and Monsoon — include a lock-off bedroom: a bedroom with its own private bathroom and entrance (some with a private terrace, plunge pool or kitchenette), ideal for grandparents, friends or older children who want extra independence.
Which residences have a private plunge pool?
Most of them. Ground-level garden and partial ocean view residences have a plunge pool on the terrace or patio; the oceanfront residences have an oceanfront plunge pool; and the penthouses have a plunge pool on their private rooftop terrace. Selene, Monsoon, Canopy and Lotus have private terraces without a plunge pool.
Do the residences have kitchens?
Yes — every residence has a fully equipped kitchen, and the Aqua Villa adds a chef's kitchen and a fully stocked indoor bar. For safety, guests may not bring their own electrical appliances for heating or cooking. Meals from our restaurant can also be served in your residence or on your terrace.
What is included in every residence?
Every residence offers 24/7 air conditioning, king-size beds, a fully equipped kitchen, spacious living areas, free Wi-Fi, an in-room safe, hairdryers in every bathroom, and purified drinking water. A personal concierge service is at your disposal.
What types of residences do you offer?
Our 22 residences range from a one-bedroom apartment to four-bedroom villas: garden view, partial ocean view, ocean view and oceanfront homes, including two-story penthouses with private rooftop terraces. Each has a spacious living room, a fully equipped kitchen and private terraces, and most have a private plunge pool. Sizes run from 103 sqm (1,116 sqft) to 366 sqm (3,948 sqft), sleeping 2 to 8 guests.
Do you have special offers for booking direct?
We publish seasonal preferred rates for guests who book directly on www.thebespoke.com, typically with a minimum stay of three nights. Offers are valid for new bookings only, cannot be combined with other promotions, and are subject to availability.
Do you have a loyalty program?
Yes. Register for Namron Rewards, the membership program of Namron Hospitality, and enjoy exclusive benefits with your direct booking, such as a welcome amenity, early check-in and late check-out (subject to availability upon arrival).
What is the Rainy Day Refund Guarantee?
We have teamed up with Sensible Weather to offer a rainy-day guarantee. After booking, add the Weather Guarantee through the link in your booking confirmation email. Sensible Weather tracks the forecast for your dates: if the morning forecast predicts rain during daytime (usually 8 am – 8 pm) and the forecast confirms it rained, you automatically receive a refund of up to your full room night cost, depending on the severity — paid within 3 days via PayPal, Venmo or bank transfer, with no claim to file. Sensible Weather terms apply, and an offer may not be available if poor weather is already forecast at the time of booking.
Where can I book safely?
The only valid booking sources are the links on our website www.thebespoke.com and our official OTA profiles — please verify with our Reservations Department at reservations@thebespoke.com if in doubt. Any other booking source is invalid; the hotel reserves the right to refuse reservations from unauthorized sites and is not responsible for any damage caused by them.
What is the policy for group bookings and buyouts?
Our standard policy applies to bookings of up to 3 residences. For 4 residences, the full amount is collected 30 days before arrival and cancellation is free until 30 days before arrival (100% afterwards). For 5 residences, the full amount is collected 60 days before arrival and cancellation is free until 60 days before arrival (100% afterwards). For 6 to 7 residences, a 50% deposit is required with the balance due 30 days before arrival; cancellations before 30 days prior to arrival incur a 50% fee and 100% within 30 days. A reservation of 8 residences is considered a buyout and requires a special contract with separate rates and policies.
Can I change my reservation?
A change of guest name is allowed if made three full days or more before check-in. No changes to stay dates, room category or duration of stay may be made, but you may cancel the booking and make a new one, subject to availability and the cancellation terms. If the price changes between your reservation date and arrival, both parties respect the rate of the original reservation. If you booked through another website or agent, please request changes through them.
Can I change or cancel a non-refundable rate or package?
No. Non-refundable rates and packages do not allow changes or cancellations at any time, and the total cost of all room nights including taxes is charged when the reservation is made.
What is your cancellation policy?
We are a small, privately-owned, referral-driven hotel and have a strict cancellation policy. Depending on the rate selected during booking, a penalty fee applies according to that rate's conditions. All cancellations must be made by email to reservations@thebespoke.com — we do not accept cancellation requests by phone, SMS or WhatsApp. In case of early departure or no-show, the total amount of your stay is charged with no refund or credit. If you change your reservation after the cancellation period or shorten your stay, the nights originally booked are charged. A credit card fee of 10% is retained from any refund; refunds by bank transfer carry a 5% merchant fee + $50 USD in bank charges. We highly recommend purchasing travel insurance.
Is a deposit required to book?
Depending on the rate selected during the booking process, a deposit is collected according to the conditions indicated in that rate's policy. By completing the booking you certify that you are the cardholder and authorize us to charge your card with the amount due at that time. All non-refundable rates are collected in full upon booking.
Which payment methods do you accept?
We accept all major credit cards — Visa, Mastercard and American Express. We do not accept checks. Bespoke is a cash-free hotel: payments at our restaurant and at check-out can be made with credit or debit cards, or charged to your room balance.
What taxes and fees apply to the rates?
All prices are quoted in U.S. dollars. Rates and fees are subject to a 21% hospitality tax (16% VAT and 5% lodging tax), a destination fee of $30 USD per night, and an environmental fee of $3.2 USD per night.
Is there a security deposit at check-in?
A pre-authorization of $150 USD per night is held on your credit card at check-in as a guarantee for any incidentals during your stay. It is released within 24 hours after check-out.
How long will you hold my residence if I arrive late?
Booked residences are held until 9:00 am the day after the scheduled check-in date. After that, the booking is deemed cancelled as a no-show, the residence may be released, and no refund is provided. If your arrival is scheduled outside concierge hours (7:30 am – 11:00 pm), let us know — reception is open 24/7 and someone from our team will be available to assist you.
What do I need to check in?
Guests must be 18 years or older to check in, with a valid government-issued photo ID (passport or driver's license) and the corresponding credit card. You must present the physical credit card used to pay for the reservation; if the original card is unavailable you will need to provide a new card for payment and the previous charge will be cancelled. The cardholder will be asked to sign a registration card with a payment authorization. Please also have your booking confirmation at hand.
Can I have a late check-out?
Need that extra hour of sleep? Depending on hotel occupancy, we are happy to extend a late check-out free of charge until 2:00 pm so you may continue to enjoy the property. Should you wish to stay longer, between 2:00 pm and 3:00 pm, an additional charge of $100 USD + taxes applies. Late check-out is upon availability on a first-come, first-served basis.
Can I check in early?
Arriving early? We'll do our very best to accommodate you, based on availability — please let us know in advance. If we can't, we'll gladly stow your luggage safely and securely while you enjoy our beachfront property.
What are the check-in and check-out times?
Check-in is after 3:00 pm and check-out is at 12:00 pm. Online check-in is available and the reception is open 24/7.
What is Bespoke?
Bespoke is an exclusive and intimate sanctuary on Tankah Bay, about ten minutes from Tulum — a collection of 22 architecturally acclaimed private residences, from one to four bedrooms, that combine the warmth of a true home with the refined comforts of a boutique hotel. It is designed for families and friends to come together, with a private beach, a coral reef 200 meters offshore, swimming pools, our signature restaurant Ícaro and a private beach club. Bespoke is a member of Small Luxury Hotels of the World and is operated by Namron Hospitality.