FREQUENTLY ASKED QUESTIONS
Everything You Need to Know
Answers to the questions guests ask most before booking.
The Property
What is Imagine Tulum Penthouse?
Imagine Tulum Penthouse is the name of our rental — a lock-off penthouse on the top floor of a building in Aldea Zama called The Highline Tulum. Three private suites — a one bedroom and two studios — can be rented individually or combined into a full 3-bedroom configuration sleeping up to six. Every suite has its own bath and kitchenette. There is a shared rooftop infinity pool and, in the Penthouse Studio, a private plunge pool.
What does “lock-off penthouse” mean?
A lock-off penthouse is a property made up of individual suites that each have private access — but can also be unlocked and combined into one larger space. At Imagine Tulum Penthouse, the three suites (1 Bedroom, Penthouse Studio, and Studio) can be rented individually or together as a full 3-bedroom penthouse. This is unusual in Tulum; most properties are fixed configurations. It means a couple can rent one suite with the same rooftop access as a group of six renting the whole floor.
Can I book just one suite?
Yes. All four listings — the 3 Bedroom Penthouse, 1 Bedroom Suite, Penthouse Studio with Private Roof and Pool, and Studio — are available to book individually on Airbnb or directly. When the 3 Bedroom Penthouse listing is booked, it covers the full lock-off configuration. When individual suites are booked, each guest has private access to their own suite plus shared access to the rooftop infinity pool.
How many guests can the property accommodate?
Each individual suite sleeps 2. The full penthouse (all three suites combined) sleeps up to 6. If your group is larger than two, booking the 3 Bedroom Penthouse listing is the best option — it gives you all three suites, three private bathrooms, the shared kitchen and living area, and the full rooftop to yourselves.
Is there a private pool?
There are two pools — one private, one shared. The plunge pool on the rooftop terrace of the Penthouse Studio with Private Roof and Pool is private: exclusively yours, no schedule, not shared with any other guest. The rooftop infinity pool is shared across all suites and is included with every booking. If a private pool matters to you, book the Penthouse Studio.
Was there construction near the property?
Adjacent construction is now complete. Some older reviews mention noise from a building project across the street — that work finished in 2026. The buildings adjacent to and immediately surrounding the property are not under construction. As with any developing part of Tulum, activity may occur elsewhere in the broader neighbourhood — but not next door.
Does the building have backup power during outages?
The building has grid-tied solar panels — they generate clean energy when the municipal grid is running, but they are connected to the grid, not a standalone system. If the grid goes down, the units would lose power. That said, Aldea Zama’s electrical infrastructure is more reliable than most of Tulum — underground cabling connected to the municipal grid, as opposed to the overhead lines common elsewhere. Extended outages in Aldea Zama are uncommon.
Location
Where is Aldea Zama?
Aldea Zama is a residential and mixed-use neighborhood in Tulum, roughly between the beach hotel zone (Zona Hotelera) and the town center. It is calm, walkable, and safe — known for yoga studios, spas, pickleball courts, cafes, and some of the best restaurants in Tulum. It is not the chaos of the hotel zone, and it is not the removed quietness of the jungle. It sits between both, which guests consistently describe as the right call.
It is also the only neighborhood in Tulum with full municipal infrastructure: sewage routed to a water treatment plant, underground fiber optic cable, and electricity connected to the municipal grid. This makes Aldea Zama more reliably serviced than the hotel zone or jungle areas — and the building’s grid-tied solar panels mean you are on clean energy whenever the grid is running.
How far is the property from the beach?
The beach is approximately 10–15 minutes by car or bike taxi. Aldea Zama is not a beachfront neighborhood, but this is often cited by guests as an advantage — you get the calm of a residential area and the beach when you want it, rather than constant beach-zone noise and crowds. Gaby and Luli can arrange transportation to the beach or to specific beach clubs throughout your stay.
Is Aldea Zama safe?
Yes. Aldea Zama is one of the safest parts of Tulum, widely recommended for families and solo travelers. The neighborhood has active foot traffic and no history of the security concerns sometimes associated with other parts of Quintana Roo. As with anywhere, we recommend not walking alone late at night — lighting can be uneven on quieter streets — but guests consistently describe Aldea Zama as calm and easy to navigate.
Should I fly into Cancun (CUN) or the Tulum airport (TQO)?
Most guests fly into Cancún (CUN) and drive or take a shuttle to Tulum — roughly a 90-minute to 2-hour transfer, depending on traffic. The Tulum International Airport (TQO) opened in 2023 and has growing service from US cities, but Cancún currently has more options and often lower fares. The ADO bus also runs from both airports to the Tulum bus station — a lower-cost option at roughly the same travel time; from there, a short taxi brings you to Aldea Zama. For the convenience of a door-to-door pickup, Gaby and Luli arrange private transfers from either airport.
Can I take the Maya Train (Tren Maya) to Tulum?
Yes, but with a few things to know. The Tren Maya connects Cancún, Playa del Carmen, Tulum, Valladolid, Mérida, and other destinations across the Yucatán Peninsula — and it’s a genuinely scenic way to travel. Trains run about 3 times per day in each direction. Economy fares from Cancún to Tulum run roughly 200–350 MXN (~$12–20 USD); first class (air conditioning, wider seats) is around 400–600 MXN.
The main limitation for guests flying into Cancún: the train does not depart from the airport. You’d need a taxi or shuttle to reach the Cancún train station first (~30 minutes, ~$15–20 USD), which adds time and a transfer. The Tulum station is also located about 5km west of the town center — a short taxi ride (~100–150 MXN, ~$6–9 USD) from there to Aldea Zama.
For most guests coming from Cancún airport, the ADO bus or a private transfer is simpler and more direct. Where the Tren Maya shines: if you’re already traveling through the Yucatán — coming from Mérida, Valladolid (great for a Chichen Itza side trip), or Bacalar — it’s a comfortable and affordable way to arrive. Tickets at ventaboletostrenmaya.com.mx.
The Suites
Which suite is best for couples?
The Penthouse Studio with Private Roof and Pool is the most popular choice for couples and honeymooners. You get a private plunge pool that is yours alone — no schedule, no sharing — plus a private rooftop terrace above the jungle canopy. Guests who book it rarely consider the other units when they return. If a private pool is not the priority, the Studio is a quieter, self-contained option at a lower price point, with the same shared rooftop pool access.
Which configuration is best for groups?
The 3 Bedroom Penthouse gives a group of up to six the entire top floor — three private suites, each with its own bath and kitchenette, plus a shared open living and dining area and the rooftop infinity pool. The lock-off structure means everyone has privacy when they want it and shared space when they want that. It works well for families, friend groups, bridal parties, and retreats.
What is the difference between the Penthouse Studio and the Studio?
The Penthouse Studio with Private Roof and Pool has its own private rooftop terrace and plunge pool — exclusive to that unit. The Studio does not have a private rooftop but has access to the shared infinity pool. Both are studio-sized and sleep two. The Penthouse Studio is on the top floor with jungle views; the Studio is part of the penthouse complex with garden views. Both are in Aldea Zama.
Booking & Your Hosts
What if our group is larger than six?
The full penthouse sleeps six across three private suites. For groups larger than six, Gaby and Luli can look into additional units in the building — reach out directly with your group size and dates and they will check what is available.
Who are Gaby and Luli?
Gaby and Luli are your hosts and the heart of the Imagine Tulum experience. They have been Airbnb Superhosts since 2018 and are responsible for Imagine Tulum Penthouse’s 4.89-star rating across 337 reviews. Guests name them by name, often more than the property itself. They handle airport transfers, tour bookings (cenotes, ruins, Sian Ka’an), restaurant reservations, and private massage therapist bookings to the rooftop terrace. They are responsive, local, and genuinely invested in guests having a good trip.
What concierge services are available?
Gaby and Luli can arrange: private airport transfers from Cancún or Tulum airport; cenote tours (Gran Cenote, Dos Ojos, Tulum cenote system); day trips to Cobá ruins, Chichén Itzá, and the Sian Ka’an Biosphere Reserve; beach club bookings; dinner reservations at Tulum’s top restaurants; private yoga or fitness sessions; and massage therapist bookings directly to the rooftop terrace. Most services are available with 24 hours’ notice.
Tulum & When to Visit
When is the best time to visit Tulum?
November through February is the peak season for beach weather in Tulum — warm, sunny, low humidity, little rain. This is when Northeast US and Canadian travelers come in largest numbers, and when the beach is at its clearest. March is also excellent. April and May bring rising humidity and the beginning of the sargasso season on the beaches (see below). June through October is the rainy season and hurricane risk period — the beach can be rough, but this is also when Tulum is quietest and rates are lowest.
What is sargasso seaweed, and will it affect my trip?
Sargasso is a type of seaweed that arrives seasonally on Caribbean beaches, including Tulum. It typically begins arriving in March or April and can be significant through August. Some days the beach is clear; some days it is not. The impact varies year to year and beach to beach — some private beach clubs clear their sections daily, others do not.
If you are visiting between April and August and the beach is a primary driver of your trip, it is worth knowing this. If you are visiting for cenotes, ruins, yoga, restaurants, the jungle, or the general atmosphere of Tulum, sargasso has no effect on your experience. The infinity pool at Imagine Tulum Penthouse is always clean and calm, regardless of beach conditions.
What should I do if there is seaweed on the beach?
Tulum has more to offer than its beach. On days (or trips) when the beach is affected, guests consistently discover that the inland Tulum experience is just as rewarding. Gaby and Luli can arrange: cenote swimming at Gran Cenote or Dos Ojos (clear fresh water, no seaweed, spectacular); a day trip to the Cobá ruins (the only major Mayan pyramid still open for climbing); a boat tour through the Sian Ka’an Biosphere Reserve (UNESCO World Heritage site, 20 minutes from Aldea Zama); jungle biking; and dozens of yoga, spa, and wellness options walkable from the property.
Is Tulum safe?
The headlines about Tulum’s crime are real, and guests who research before they travel will find them. The context that rarely travels with those stories: incidents in Tulum have overwhelmingly involved disputes between rival groups — not tourists. The tourist economy matters here, and violent incidents targeting foreign visitors are exceptionally rare.
Tulum’s tourism areas — the beach hotel zone, Aldea Zama, and the town center — have a large international visitor base and a significant expat community. Aldea Zama specifically is one of the most settled and secure parts of Tulum. As with anywhere, standard precautions apply: avoid walking alone late at night, and ask Gaby and Luli if you want current advice.
One practical note: bike theft is a known issue in Tulum. Use a lock, don’t leave bikes unattended overnight, and bring rentals inside if possible. Gaby and Luli can share current conditions when you arrive.