Reviews of Casa Malca 5 stars

The service was 100/10

The room was spacious, the beds comfortable, and the bathroom very large, with two toilets and a big shower.

The reality of this hotel does not match the presentation online. The beach was unusable – completely covered with seaweed, with a constant foul smell, and no possibility to swim. None of this is mentioned in the description, and the photos showing a pristine white-sand beach are highly misleading. The bathroom, though large, was poorly designed: taps that looked like they belonged in a kitchen, burnt wooden doors that were more decorative than practical, and a shower with water pressure more like a Karcher power washer than a proper shower. The in-room safe did not work, which is unacceptable at this price level. Breakfast is advertised as complimentary, but guests are still charged a “service fee” (211 MXN in my case), which feels misleading. Staff were not welcoming – service was neutral at best. The entrance looks more like a railway storage area than the gateway to a luxury property. Parking is simply a few spaces between trees on the other side of the road. Our car was covered in bird droppings, yet the hotel did not think to suggest any solution – again, far below luxury standards. On top of this, the surrounding part of Tulum is a disaster: bumpy roads with potholes, noisy beach clubs, and rubbish everywhere. Overall, the stay fell far below expectations and offered very poor value for money.

It was a calm and pleasant environment, perfect for relaxing away from noisy crowds. The staff were very nice. When I requested a diffuser attachment for curly hair, they kindly brought me a new hairdryer with the attachment. Regular requests were also delivered to my room very quickly.

There were several issues that didn’t reflect a true five-star experience, and I believe the hotel’s rating is overrated. Cleanliness was below expectations, and the rooms design lacked privacy — the bathroom and toilet opened directly into the room, with the sink placed openly without separation. We visited in June, and unlike Cancun where seaweed is cleaned daily, here it was left untouched, causing a strong odor. There was no cell signal, and the hotel Wi-Fi kept disconnecting. Food and beverage prices were also unreasonably high for the level of service offered.

Room and grounds have a chill vibe with understated elegance. Beach is beautiful and private. Staff is exceptional!

Food could use improvement

Best 5 star hotel in Tulum. When you are looking for luxury stay in Tulum look no further. I can highly recommend it to all my friends now. Great service and super friendly staff, comfortable rooms, beautiful beach area and delicious restaurant. WiFi is outstanding on whole territory. Can’t wait to come back

Everything is perfect

I’ve been many places in the world this was great value and lovely people

We had a wonderful stay at Casa Malca. Our family of 4 stayed at one of the Village Suits which was luxurious! The suit is grand, both in terms of size and how lush and utterly comfortable it feels. The floor to ceiling sliding doors and red velvet curtains make you feel like being in a big show on Broadway:)) No noise or sunlight can pass these "gates" which means the room is absolutely silent and dark in the morning, just amazing. The staff is attentive, front desk responsive and makes wishes come true. We loved the pool area which was a bliss since the sea had a lot of seaweed in it (this is one of the rare beaches btw where the seaweed is cleared several time a day!). It's a pricier hotel but the grounds are well kept, things are functional, and the rooms are lux!

The hotel is ok, and the beach in front is very nice and well maintained—there’s no doubt about that. The food is good.

This is the first time I’ve ever given such a low rating to a hotel, and I do so with great regret. Let me explain why: two credit cards were stolen from us, which we had placed in our backpacks and which never left our hotel room. These were company credit cards that we wouldn’t have used during our vacation. Therefore, the only people who had access to the room, apart from us, were the housekeeping staff—the only ones responsible for what happened. Moreover, at check-in, we were explicitly told to be careful with our belongings and to always store everything in the safe, including our laptop, and never leave anything in the room. This suggests that the management is already aware of such issues in their establishment. In fact, we followed this advice—except for the credit cards, which were outside our wallets. However, we never would have imagined feeling unsafe inside our room in a luxury hotel. Result: Around 1,000 euros in transactions were charged to one of our credit cards after our departure. When we contacted the management and promptly sent them our bank statements, not only did they do nothing to resolve the issue or provide any explanation, but they even demanded the name of the receptionist who had warned us about possible thefts in the rooms—so they could take action against him. This is outrageous! Two weeks have passed. They told us they would investigate, but in the meantime, we are the ones who have been left at a loss. Other downsides: a large room but poorly furnished (there’s no proper wardrobe or dresser to store clothes—the existing one is ridiculous, small, and smells like old wood; there’s no desk; the beds are uncomfortable, and the pillows are terrible—I woke up with a stiff neck every morning, and they don’t offer any alternative pillows upon request). The service is not always up to standard (we complained multiple times to the manager about the staff’s slow service). Breakfast starts at 8:00 AM, but at 8:30, the waiters are

Service was perfect

Wifi could be better ( connection was lost every few minutes )

HOSPITALITY BEAUTIFUL BEACH

Breakfast was amazing and the location was the best! The staff was extremely professional, helpful,kind and made u feel special. The rooms are huge and beautiful.

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