"An incredible boutique hotel, incredible staff, food, location. Very personalised concierge service which made our stay with kids much more comfortable"

"Not many choices for kids meals"

"Best hotel in the world. We are coming back soon ❤️"

"Aucun."

"Excellent hotel and world class service"

"Aucun."

"Absolutely 10/10. Service, place, energy. Superb level. No complain."

"Aucun."

"The overall property is luxurious while preserving the authenticity of its natural environment. Quiet, peaceful, decorated with a sense of style and design, Casa Malca offers a true experience for a perfect getaway with great sense of hospitality and service."

"Aucun."

"Direct access to the beach Comfortable room Good amenities (gym, padel court on the roof, yoga class, volleyball) Friendly staff."

"Breakfast was okay but not worth the price. Buffet just on the weekends. All other days à la carte and you can just choose one of each otherwise there will be additional costs. They charge you TIP for breakfast unless you say you don’t want to and have to sign that. Property is a bit long in the tooth."

"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."

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

"Aucun."

"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 )"