Casa Gitano

gracious staff and very hospitable! I would definitely recommend Casa Gitano for your next trip to Tulum!!! 5 star service!!!

The hotel is nice and located in a more quiet part of tulum, away from the noise but close enough to walk to all the main things to do. The staff was friendly and the waiter Ian was super atentive. Good quality-price place if you’re looking to be on the beach in Tulum

Very nice hotel & beach club. The set-up is beautiful, and the room are very comfortable with beautiful view on the beach. There is always nice music and the food & service are also good ;-) We recommend especially for people who like good vibe ! We will come back for sure...

We had an excellent check in experience. Both individuals at the front desk were friendly and helpful. They provided us with check in cocktails. We also had a lovely cleaning lady for our room who never took anything. There was a bit of construction going on in the back but it was only during the daytime after 10amish to the early afternoon then it was done. We always had a peaceful sleep. The only thing that ruined our experience here was the lack of service from the restaurant. Our very first breakfast there was a disaster. My friends had gone to start breakfast half an hour before me. When I arrived, they still had not received their coffee order which was just coffee- it wasn't anything fancy. When we finally asked, the waitress shared that the coffee machine was broken. I'm unsure why she didn't share this immediately or until we asked, so we can decide to go elsewhere for breakfast if needed. It always felt like we were the ones who had to provide customer service to her. She seemed stress and as if she did not want to be there. We had ordered two huevos rancheros and one came with fried eggs as the menu stated but the second one came with scrambled eggs. When I told her the second order is wrong, she said that's how the huevos rancheros are made. She made up a lie on the spot rather than apologizing on behalf of the cook, it was probably his mistake and just have him fix it. My friend also ordered an omelette with everything because there were ingredients on the menu so she meant everything on the menu. The waitress did not clarify or ask for clarification from her. When the omelette came out, she was missing the green which again is not a big deal at most restaurants. Usually, the waiters apologize for the misunderstanding and just add in the missing item(s). In this case, again she says that when we ask for everything it is only cheese and ham but never thought to share that "everything" meant something different from the menu or she just again made up another lie rather than a quick fix. The first coffee finally showed up 45 minutes aftre we sat down but no sugar or cream was included so my friend asked for cream which they do not have but said they can bring milk, which works. 15 minutes later, they still had not brought her milk so her cofffee was already cold by then. I've been married to a Mexican man whom I met in Guadalajara for almost 20 years and I've spent a lot of time in restaurants Mexico with him and my suegra and I know this is not normal for restaurants in Mexico or even Tulum. We had planned to spend most of our meals there but after that, we avoided the restaurant. We went back on our final day and another waitress served us instead so it was a better experience but we also knew how to provide customer service to them this time which should never be the case. The restaurant should always be the one to provide the customer service. We asked when we first arrived if the coffee machine was working and we

We rented two seaside villas for the weekend with our friends. Each was over $1,000 USD per night. The first night we had drinks and dinner at the restaurant. Staff was friendly but service wasn’t good. Our martinis sat at the bar for nearly 30 minutes! We only got them because we got up from the table and walked to the bar to address the issue. On Sunday morning at 0930 we were removed from one beachside cabana with absolutely NO ONE at the beach (see pictures included of when we were asked to move). We were told that they are all reserved for “beach party”and we were offered some other cabana’s off to the far side of the resort. In addition to the lodging we spent another $1,500 USD on food and drinks the day prior. I think guests staying in the villas should have some priority on beach seating, most especially when there was absolutely no one else at the beach!!! Perhaps cut the price of the villas in half since the benefits certainly don’t match the cost. At the very least we should have been told that even though you are in the villas you can’t be on the beach in the cabanas as the pictures on their website depict. The pictures are very misleading. The plunge pools with the villas needed cleaning. Those beautiful beach cabanas aren’t available for you. You must go over with other hotel guests far off to the side. Of important note is that the villas are by the beach club not by the rest of the hotel guests. Spending that much money for a weekend and being treated like that just leaves a horrible taste. Staff in general were friendly. I do feel bad for the poor staff that was directed by management to remove us. I didn’t take it out on the staff. The manager actually walked down to the beach and took our picture after we had moved to the “allowed” beach seating. This was creepy, unprofessional, and unsettling. We packed up and left immediately. This statement is a review of the management. If management continues to treat its customers like this, it’s an absolute guarantee of no repeat business. We won’t return. Too many other excellent options here in Tulum. I hope next year I will be able to post an exceptional review on some other resort as we will continue our ongoing yearly trip to Tulum. Look elsewhere. Not here. Especially not the villas as better value is certainly easily found in Tulum. Go somewhere where you’re valued and appreciated as a customer.