Hotel Casa Tortuga Tulum - Cenotes Park Inclusive

Overall we had a good stay here - large confirmable rooms and close to amazing cenotes which were included in the price. Totally worth it! Staff super friendly and helpful!

Not sure if its just me, but our room felt damp and smelled funny.

We did not find anything to like

Way too expensive for what you get. The pool has only 2 chairs and one is broken with splinters sticking out. The inclusive is very limited, for over $1000 a day you are drinking tap water, the food made us sick, the beds were horrible, we left after only 1 night. Spend your money elsewhere. For almost half the price you cash get a beachfront suite at the Hilton down the road. Even our taxi driver told is this was a bad hotel and don't stay there.

NOTHING

1. Is a SCAM. They advertise themselves as a hotel, but they are NOT A HOTEL. 2. They say in the booking platform that they are a 5 star hotel. They barely get to 2 stars. And in other platforms it appears they are a 3 star hotel (expedia and trip.com) 3. Is very very dirty, pubic hairs in the shower, uncleaned trash in the room. 4. They charged us 4X more than what they charged to the other guests staying there at the same nights. 5. Booking didn’t help at all on solving the issues 6. Is FAR from everything 7. DO NOT STAY HERE.

The Hotel is placed inside the tortuga "natural" park. Apart from the park, which is rather a lunapark with really little of true nature... the hotel is really overpriced, definetly not a 5 stars hotel... we even did not get water in the room and breakfast is not included... it is also not that close to the Tulum city center... so if you don't have your water you need to go to their bar... were the service is terrible. We went for breakfast and while eating our 10 US dollar eggs they were sprayng some chemical product to clean the table which was really irritating our lungs. Go to this hotel only if you want to visit the park (not the nicest in Tulum area) and really not longer than 1 night... it is super expensive and it offers almost nothing!

Apartment itself was spacious, clean and overall good quality. It was equipped with Netflix and YouTube tvs is each room, which helped entertaining boring evenings. The staff booked for us a very nice New Year’s dinner with Mayan show - great experience.

It is not a hotel, but more an apartments rental space. It is located in the closed area with cenotes and other individual apartments and after closure of the park there is nothing to do without a car. The only restaurant open in the evening is 15 mins walking distance through completely dark forest (creepy experience). The breakfasts can be purchased at a bar 5 mins walking from the apartment. The walls are thin and you can hear the nails of the dogs running upstairs and despite distance to the road - you hear the noise a lot. Overall area requires lots of development and it’s been definitely overpriced (during New Year’s period) compared to the quality offered.

There were enough Cenotes to delve into, park was beautiful. The zip line was cool, went over the Cenotes.

The restaurant is too far away from the hotel, making it hard during dinner time. Walking back after dinner wasn't an option, car is a must. Food menu was limited, it was practically the same lunch every day and dinner was the same as well. We were tired with food after the first day. The bathrooms did not have enough tissues, and towels. Only bath towels were provided, hand and face towels were not available. Calling the front desk after 8 PM wasn't possible as there were no phone lines in the room, our room did not have water supply a whole night and we got it back the following morning after 9AM. No hair dryers were provided, even after requesting for one for three times we were never given a dryer. We ordered snack at the snack bar and waited for almost an hour and we never received the snacks, people who came after us got their orders, we walked away hungry from the snack bar.

Very big rooms and the park and cenotes are included in the price

I don’t have anything I particularly like about this property.

The only reason I’m giving this hotel 2 stars is because of the second-day upgrade offered by the manager. Here’s my story: We reserved a two-night stay in a two-bed suite with a pool view. Upon checking in on the first day, we immediately noticed around 7-8 mosquitoes on the ceiling. We spent about an hour trying to kill them with the spray provided by the hotel, which we quickly used up. After dinner, we had to go to a supermarket to buy another bottle of spray. When we returned, the mosquito hunt continued for another hour or so. This might sound excessive, but we’re particularly concerned about mosquitoes because my daughter is highly allergic to their bites. Without any exaggeration, we killed over 30 mosquitoes in a single hotel room. This completely ruined our day and nearly ruined the entire trip. Had we planned to stay here longer, it would have been unbearable. Now, aside from the mosquito infestation, let’s address the other issues: The hotel is far from the city edge, and if you don’t plan to rent a car, this location is absolutely inconvenient. While the cenote park includes free zip-lining and a guided tour, I didn’t find it enjoyable. I used the zip-line three times, but note that kids need to weigh over 40 kg to participate, which limits family activities. I didn’t try the food at the property, so I won’t comment on that. However, I found the pricing within the park to be overpriced compared to other parks in the area. The staff were friendly, and the manager’s free upgrade on the second day is the only reason I’m not giving this place a 1-star review. But overall, this hotel is grossly overpriced for the experience it offers. While the cenote park is included, you can find better cenote experiences for much less elsewhere in the area.