Casa Malca

Unreal. Got married here in Feb of 2025. I’ll spare the long story with surprises that the staff left us along the way but our wedding went without a hitch. HUGE shoutout to Noelia, the wedding planner that made our dreams come true. We saw a few reviews that make no sense at all. This should be a “Michelin” star hotel.

OMG!☄️Amazing! This hotel like art museum,there is so many WOW 👀 things.Rooms are big,clean and full of art and books.📚Room smell so good and ther is so hood shampoo snd the best body lotion. Hotel pool and beach area is clean and nice.Staff is everywhere and helps you anytime.🍹🍕All personal is foing good job.Batrice doing the best massage on the beach,so good hands.🙌🏻 Breacfast is amazing -the best what I ever got and Gabriel is like ☀️ in the morning.The best dinner hole our Mexico trip was there Philosopy restorant.Table decorated,food is like Michelin ⭐️⭐️⭐️⭐️⭐️ and Danilel done so good work and jokes.☺️😀 Thank You very much for Victor who done little tour and sharing very interesting information for us.☺️👀 Hole personal is very helpful and friendly.We spent there so good time and defenitly will come back.🥰🚀

We thought the hotel was beautiful, rooms were spacious (though dark/poor lighting), food was decent. The beach was stunning! Hugo was especially helpful and the servers on the beach were great. However, the concierge was worse than awful. Their poor communication and lack of accommodation ruined the experience. First, the concierge confirmed our reservation at a beach club but failed to tell us there was a $2,000 minimum for the beach table until 2 hours before the reservation. I expressed concern since I had communicated to them that we just wanted to eat lunch and have a few drinks. They then assured me that we could switch our reservation to the restaurant, but as we were leaving in a taxi they texted to say that they couldn’t confirm the reservation and that we couldn’t eat at the bar. We were very hungry. They left us scrambling, unsure whether our party of 6 would have a place to celebrate a special occasion (40th birthday). This could have been avoided if they had told us from the beginning when we booked through them that there was a minimum spend that was so high. Second, they told us on at least two occasions (before booking transfers, and day before transfers) that the cost for a regular taxi to the tulum airport was the same cost as the private van they arranged through their affiliated company. That is absolutely false - the taxi to the tulum airport was $110, not $200, which was the cost of the private van. When I asked them why they hadn’t honestly answered my question, they first said they thought I was asking about an suv even though I had written “regular taxi”. After I sent screenshots, they admitted the original cost information for taxis they gave was wrong. When I asked to take the taxi instead of a private car, they said they couldn’t cancel the private car. They claimed they didnt tell us about the price difference because the taxis can be an “uncomfortable environment.” As a guest, I rely on a concierge for accurate information so that I can make my own informed decision about what kind of environment we want to travel in. Third, beware that you may miss your flight if the concierge books your airport transfer. My friend I was traveling with relied on the concierge to book her private transfer, but they scheduled it too tight and she missed her return flight. She arrived at the airport at 2:50 for a 3:07 flight. During the issues i described above about taxi pricing, the concierge tried to justify the fact that they did not give us an accurate price for taxis because their affiliated private car service is more reliable. However, not only was their private car late, but it had to stop for gas. My friend had to spend over $700 on a new flight because the concierge did not leave enough time (and their driver stopped for gas). Throughout these issues, the concierge team members (including Andy) were defensive and refused to take any accountability for the problems we were experiencing. They talked down to me and were not accommodating. They even tried to pit me against the friends I was traveling with. This is not the service I expect from a luxury hotel. I will be back to Tulum but will never stay at Casa Malca again, and can’t recommend it to anyone. There are plenty of beautiful hotels in Tulum. Stay somewhere else.

Casa Malca is a great experience. Nevertheless there is still potential to grow in the restoration area..Such a place deserves a fine dinning restaurant eventually bidding to get a Michelin notice or award down the road…A high class Chef may certainly fit to such an objective.

Poorly managed hotel and everything is broken. Positive is this hotel Sits on a nice beach and there are some random art here and there so it appears interesting. 1) the breakfast is included and however it asks for tips after check arrives. Then when checking out the hotel, it adds tip from the breakfast automatically. It just poor way of managing hotel. 2). The lamp in the room is broken and shower is not working well. The room lock does not work. 3) all the staffs are hard working. Just look disorganized