Casa Malca

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

Tulum can be a bit of tricky place but if you do it right it’ll provide you with a perfect adventure and to do it right I recommend two things: 1) rent a jeep or a car that is not low to the ground as Ubers don’t exist there and the roads aren’t well maintained 2) stay at Casa Malca as it is the perfect hotel from its location (secluded in the best beach area but 1 mile away from action) and the vibe of the place to how it’s maintained is top class. Tulum struggles with seaweed but casa malca has the best operation to take care of it and will have the best beachfront of any hotel in Tulum, the decor is sexy, the beach area and pool are specious and they have a very fair 50 hydrotherapy at the spa (cold plunge, dry sauna, steam room, jacuzzi) for the perfect reset. Recommend venturing out to the nomad and be Tulum for lunch (short beach walk) for the best tacos you’ll have

If in Tulum, Casa Malca is THE place to stay! The hotel is superb, the staff is the friendliest you can encounter. The suites and views are perfect, the restaurants and food is of the highest stanard. We couldn't be happier and can highly recommend it!