5-Star Hotels in Tulum

The room is very spacious, the service is very good, the overall environment is very quiet, and there are many activities to participate in the hotel~

Stunning rooms! The place is bang on the middle of the jungle, so there are bugs and frogs etc, just be aware of that. Right next to a cenote! It’s on a motorway and you cannot really walk anywhere so you need a car or moped etc, as it is pretty far. Theee is a small jacuzzis and a sauna, which they try to charge a prohibitively high price for…. Considering it is the only amenity the hotel has this should be free. Bedsheets need an update. Have stains and rips. I still think it is an amazing place to stay especially for the price!

已經離開Tulum將近一週了，在一週繁忙的工作中還能讓我時常回憶起來在Tulum Casa Malca酒店的點點滴滴。這是一次説走就走的旅行，沒有太多時間攻略酒店訊息。開始查了一些最貴的酒店、服務最全的酒店、評價最高的酒店等等，但是沒有任何一個酒店讓我很有感覺。突然在小紅書上看到Casa Malca酒店很少的帖子，看到Casa Malca的環境照片非常有博物館的感覺，而且海邊的佈置風格很有氣質，不是奢華且大眾的風格，而是小眾有調性，有一種逃離的感覺。直覺告訴我，就是這家了，我就非常快的定了Casa Malca三個晚上。 從繁忙的工作的城市飛到坎昆後，自己開車兩個小時到達Casa Malca的時候，有些精疲力盡了。能感覺自己還沒有從現實中逃脱出來的感覺，可能還是帶着serious face進入的酒店。當慢慢往酒店lobby進入的一路，很有神祕的感覺。當走到前台迎接我的是一張非常温暖和charming的笑容的前台小哥哥Yair（也非常帥氣），讓我頓時感覺到了温暖。 因為是特意過去給自己過生日，酒店還特意安排了升級房間和佈置了房間，這些都沒有預估到的驚喜，讓我一下子穿越到了幸福和快樂。 住在酒店的三天，我吃到了比全球各種酒店早餐都好吃的Egg White Omlette，非常乾淨健康和蔬菜種類極其豐富，還很美，到現在我很懷念。雖然我平時不吃pastry，但是餐廳的服務員給我送過來，我嚐了最愛的carrot cake，也非常好吃。泳池也非常有設計感。 這裏應該非常適合辦婚禮和party，有種完全屬於自己的感覺。 我必須要非常感謝非常細心服務和charming笑容的Yair，可以讓我的孤獨的生日trip如此温暖和快樂。這裏的工作人員讓我能感覺到是發自內心真正的笑容，而不是為了工作而工作的笑容，這兩者是完全不同的。在裝修設計都層出不窮的時代下，非常真誠非常有心的服務和笑容，會給整體的感受加上隱藏但非常重要的分數。

Family of four (including 2 teens) stayed at the Conrad in room 3307 for one week. We had an ocean-view, 2 Queen room and opted for the Ceiba Club. The room was one of the better-sized and laid-out rooms we have enjoyed on vacation. The facilities were fantastic and we enjoyed the activities offered throughout our time here. The gym was never busy and the daily activities we found to be accessible. The bay in front offered very good snorkeling with several large reefs that held many schools of interesting fish. We also saw rays of various sizes out there too, which was exciting. Beach chairs were always available, which was a surprise, as we read that it could be problematic. Food and drink at the Ceiba Club were worth the extra cost. We lived out that the first several days that the resort wasn't busy, so Ceiba offered à la carte food from the restaurants. We also benefited from Hilton Gold status, so we were able to rotate two of our family through the amazing breakfast buffet at Arbolea. We had dinners at Marakea (Mediterranean) and Autor (Michelin Mexican restaurant). Both were good, but Autor stood out. Would return for sure.

I honestly don’t understand how this hotel calls itself a 5-star property. My whole experience here was extremely disappointing from the moment we arrived. Service is absolutely terrible. Nobody helps you with anything, reception doesn’t care, and every time you call the front desk or concierge, nobody answers the phone. Zero hospitality. Food was honestly disgusting. Nothing fresh, no flavor, very low quality. Drinks taste like water — literally no alcohol. Even the cups and glasses in restaurants were dirty. It feels completely unacceptable for a resort that is supposed to be luxury. We also had a very unpleasant situation with the membership “presentation” scam. They invited us to a “lunch to learn about the brand,” but in reality, it turned into a pushy timeshare-style sales pitch. None of this was explained honestly beforehand. When we complained, the front desk staff was rude and dismissive, as if this is normal. On top of that, I forgot my dress in the room. They admitted they found it, but for two days they ignored me, didn’t contact me back, and didn’t send it. I kept calling and messaging, and still no response. This shows how bad the communication and customer care truly is. After during checkout they asked us to sign the paper that we have no problem with the hotel and requested we write a good review about them. Ridiculous. Overall, this hotel is not worth the money, not even close to 5-star standards, and definitely not the luxury experience they advertise. I would not recommend this place to anyone looking for a comfortable, honest, and professionally managed resort.

Absolutely loved the place. We left the resort one time the whole 5 days lol. Food was great ESPECIALLY room service. Only thing I didn’t like was the cold water in the pool. We couldn’t even enjoy the swim out pool because the water was freezing.

Suitable for the whole family, the environment is very good, but it is highly recommended to come in the off-season. It is impossible to find a place on the beach during the peak season. The toilets are all very far away. The ”5 minute” car to and from the shuttle can't wait. It is all on your own and the parking lot is far from where you live. a la carte (non-buffet) dinner was not booked at all, stayed three nights without a day.

Good hotel. Good attention. The staff in some sectors are friendly in others like bar tenders not so much.

The all-encompassing deciding factor is the number of restaurants, but here, in addition to various restaurants in Mexico, Italy, sushi, France, teppanyaki, buffet style, there are ice creams and smoothies, cafes, etc. I like it every day! !! There are a few souvenir shops, they are very good! The good thing is the evening event, where the souvenir stall opens from the square on the spot. It is nice to see something other than the souvenir shop without going out. Most importantly, the tequila store and the artists attracted on the spot are great! The resort also holds many activities every day. I am looking forward to participating in cooking classes, sports, etc.!