Casa Malca4.0 out of 5.0
Casa Malca4.0 out of 5.0
Recent guest reviews
Side note: I sent an unanswered email to the property immediately following my visit and before posting this constructive review. Casa Malca simply misses the mark. We expected an exclusive and luxurious experience and got a cold and sterile 2 nights. The pictures on the website and IG are beautiful but the reality is this place lacks depth or attention to detail... or word for the experience was simply strange! Our room was concrete and sparse with more mosquitos than personality. We experienced issue after issue with our room- front door wouldn’t close, shower wouldn’t drain, bathroom door handle came off, mirror had a large crack, chair upholstery had stains and tears, hotspot dangling from the wall... and did I say mosquitos everywhere! We reported every problem and staff did address them but who pays $650 a night for a laundry list of issues. Had we not been guests of a wedding, we would have run out of this place the first night. Not one time did hotel staff offer to move us to more adequate room, instead choosing to put band-aids on all of the cracks in the less than memorable experience. To capture the positives: • Included breakfast buffet was stellar. The fruit selection, fresh pastries, salmon/tuna and goat cheese balls were our favorites. • In general, the food was great, both selection and taste. • Wine selection was varied and acceptable. • Cabanas were private and comfortable • Wedding was lively and staff accommodated the volume and noise well. ... but that about concludes the list of things we enjoyed. As for areas that need attention: • Check-in process left a lot to be desired. It was transactional at best with no special exchanges or feel. • Our room (#23) was well below expectations for the price and communicated standards. We had issue after issue and not once did management apologize or attempt to satisfy us. Instead issue were fixed and we were treated like ‘what’s the big deal... we fixed it’. Website pictures did not compare to the room we were assigned... at all. • Mosquitos everywhere in the room. We were given incense to help but every night they feasted on us. My fiancé sat up the first night and killed at least 10, leaving blood on the wall and our pillow cases. The shower was a breeding ground and I sprayed myself with off before sleep each night... to no avail- I woke up with at least 15 bites a night... horrible experience! • Cabana service was average and below expectations for $650 a night. Our server helped when we flagged him down but he was not attentive nor did he anticipate our needs, as you expect from a luxury experience. • Seaweed galore- the weather was great but the beach was not properly maintained. • We checked out at 5am and I found it interesting that we were not offered a water or beverage before getting in the car for 2 hours. This simple gesture would acknowledge the guests pending needs but the lack of attention exemplifies the missed overall missed attempt at luxury. This place looks great in pictures but until they figure out how to match the feel with the look, they’ll be missing the mark. Spend more time anticipating needs, asking how to help, ensuring everyone is comfortable vs. providing a picturesque landscape for day visitors. You must figure something out with the vast amount of mosquitos in the rooms- it’s unbearable. Please update future and make sure stains, tears, cracks and doors shut... before guests arrive- our hearts dropped once we walked in. Study luxury experiences from other parts of the world- Four Seasons Anguilla, LaSamana St. Martin, St. Regis Bali, Michelangelo Johannesburg, Park Hyatt Paris... you have plenty to learn, it’s not about the pictures, it’s the feeling that is created that will set you apart. We were so disappointed that we changed our flight to leave 7 hours earlier because we didn’t feel valued or that our money was being well spent wisely. Casa Malca has great potential but should focus on creating a world class experience and improving the attentiveness of staff and stop with the misleading photo optics. We’ll consider visiting again and hope this feedback allows you to dig deep and redefine your purpose and execution!
the place is very nice and different from other restaurants in Tulum. I suggest to have an experience here. We had a lunch eating good quality food and the staff was very warm and kind. There is also a beautiful sight on the sea.
My partner and I were scheduled to stay at Casa Malca May 29th through June 2. We had made the reservation in February 2019. Two weeks prior to our arrival I received an email from the hotel that due to no fault of their own, the scheduling system over booked the hotel. Therefore, they would not be able to accommodate our reservation. They did offer us 50% off changing our reservations to another time in the year however, they did not address or seem remotely concerned or sorry about the inconvenience or the cost to change my airline tickets. I sent emails to the concierge and to the reservation desk. Both of which were ignored. We had planned our visit to this hotel for sometime. Why the overbooking was just noticed you weeks prior to our arrival was ridiculous. Not only would I not consider booking with this hotel again even for a free stay, it’s incredibly insulting that they would not even address the cost and inconvenience we were subjected to.
With countless research and viewing the pics on Instagram, I made Casa Malca a to-do. Casa Malca lived up to the hype! My girlfriend and I rented bikes to find Casa Malca, which was challenging to locate without WIFI. However, this place was a hidden gem. First, we were seated in front of the beach restaurant and enjoyed a delightful breakfast (Get the buffet special). Secondly, we were able to order cocktails, smoothies, and appetizers near the pool, which had a hidden getaway underneath the pool. This was because the property was built and owned by drug lord, Don Pablo Escobar. After his passing, the government of Mexico seized it, then it was bought by a New York businessman and art collector. The mansion turned luxury boutique hotel was fascinating because the artwork and the white-sand beach faced from one side, and a lush green jungle to the other. Casa Malca is a must visit while vacationing in Tulum.
Food was so good we ordered a second round! Great service, Anna was amazing and even recommened and wrote down a few tourist attractions around the area! Obviously not cheaper than local food but it’s worth the money considering the beautiful view
We had an amazing experience at casa malca. The lovely Anna Islas served us delicious lunch that cook Lucero Tonchez prepared for us. We ordered sushi, seared tuna and octopus and it was the best food we’ve had so far. We parked alongside the road and not at the actual parking of casa malca, so unfortunately our car got towed. Lucky for us Anna Islas and cook Lucero, finished their shift and we’re so nice to offer us help us get our car back. Anna helped us with the communication with the officiers and drove us to our car! So sweet - we cant thank you enough Anna!
Amazing service starting with the concierge Jonathan I told Jonathan that I was celebrating my husband’s birthday and they really did a good job spoiling my husband with balloons and cake in the bedroom and the mariachi happy birthday song in the restaurant. The food at Philosophy is amazing and the service is excellent, especially Gabriel who was always friendly! The hotel is so gorgeous that I could not stop taking pictures! Will definitely go back!!! Marisela Wever Curaçao, Netherlands Antilles
The only vacation that I want to keep coming back! Amazing food, extraordinary design, close to everything, pool, everyday yoga and very helpful staff! Beach was not good at that time of years and we could not swim because of the seaweed;(
I wanted to love this place, and was so excited to stay here. However, as others mentioned there were a few things that just really tarnished the overall experience. Arrival was fine, the room was nice, and the staff were friendly. The grounds are gorgeous, and this is what you’re paying for. The last morning that we were there, they ran out of water (perhaps the water delivery was late?) and the bathroom was unusable for a bit until water returned. We stayed for 3 nights and enjoyed waking up early to see the sunrise and then have breakfast at the beach. 3 nights seemed long enough, as they have made it abundantly clear that outside food is not welcome based on other reviews here (though if you are vegetarian and gluten free, your options are quite limited). We did manage to use a food delivery service and simply asked if we could borrow utensils from the property. They insisted someone deliver them to the room, which we thought was really annoying. Their restaurant food was good, but the menu pretty limited. We were excited to use the cabanas on the beach, and directed to the only open one; many were filled with outside guests. Within 2 minutes, we were told to get up and wait for a different one; apparently we were kicked out of that one as it was “reserved for the owner”. It stayed unused that day while we patiently waited by the dirty pool for a different cabana to open up. We had looked forward to taking a dip into the pool that was advertised to go underground, however it was so gross and dirty that we decided against that. Now on to the good: the beach is gorgeous. The staff were nice. The food we had there was good (especially the dessert). The room was really cool and the property itself is really beautiful. Certainly would like to come again, but maybe only for a night or 2. What you pay for the accommodations in no way makes up for what was mentioned above. My favorites parts were the quiet mornings on the beach, having drinks in the cabanas when we were able to get into one, and the beautiful grounds.
We were here for 1 week and it is definitely worth the money! Amazing place and super nice service! Ecspecially Ricardo from the reception is a super nice and caring concierge! Definitely recommend the hotel! Great place for a family, with or without kids! Clean and modern apartment suites. Super beautiful Investment. Coming back!
- Steps from Tulum Beach
- Free cooked-to-order breakfast
- Free WiFi in rooms and public areas
- Free parking
Located 0.9 mi (1.4 km) from Sian Ka'an Biosphere Reserve, Casa Malca is within a 10-minute drive of other popular attractions like Las Palmas Public Beach. This 41-room, 4-star hotel welcomes guests with 3 outdoor pools, 2 restaurants, and free in-room WiFi.
Start your day off right with a free cooked-to-order breakfast, served each morning from 8 AM to 11 AM. This hotel is home to 2 onsite restaurants, perfect for a quick bite to eat. Order from room service to satisfy your hunger without leaving your room.
Guests can expect to find free WiFi. The bathroom offers designer toiletries and bathrobes.
Guests of Casa Malca enjoy features like 3 outdoor pools, free WiFi in public areas, and spa treatment rooms. If you drive, put free parking to good use. The front desk is staffed 24/7 to help with securing valuables, dry cleaning/laundry, and concierge services.
Reviews from Trip Advisor
% of guests recommend this hotelTotal of 321 reviews