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“Nice Resort, not so nice spring breakers!”

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Barcelo Maya Tropical
Ranked #7 of 17 Hotels in Puerto Aventuras
Reviewed 21 April 2014

Well first off, I will tell you this was our seventh trip to Mexico but first to this property. I will start with the pros:

Resort grounds were beautiful. Very large resort with beautiful pools and property.
The beach was great! It can be hit or miss with beaches in Mexico, this one was fantastic.
The a la cartes were very good, we did the Italian, Steak house and Japanese. The service and food were very good.
The room had lots of hot water and water pressure. It had everything you needed however, we didn't find the bedding very clean and I do not believe that it was changed all week!!
The resort was very clean overall besides a few areas I will list below.

Cons:
SPRING BREAKERS...where do I begin? Tons of 17-18 year old USA kids that were EXTREMELY drunk!! They were very obnoxious, loud and the language was unacceptable. We had witnessed at least 5 times a day, kids passed out in wheel chairs and just yesterday they had funnels of tequilla in the main pool. At least 100 kids all surrounding the pool bar and not very many of them using the washrooms!! Gross!!! They ruined the entertainment most nights with their "USA" Chanting while the shows were going on. Not acceptable behaviour while we are all on vacation.

The pool washrooms were always dirty...there is only 2 stalls for both men and women and by 10:30 or 11:00 am they were almost unusable. Paper towel not refilled and toilet paper all over the floors.

The buffets seemed to be under staffed. We had gone a couple mornings without any forks or coffee and after asking 3 or 4 times, we finally got someone to find us some settings. The food quality was good, just very busy and not enough staff, I will mention that we tip for everything we get.

There isn't a beach bar at all and you mjst walk to the Spring Break pool bar to get a drink...very crowded there and not a nice setup. The beach being as nice as it is they really should have at least servers or a bar closer for those guests that do not want to be a part of the foolishness that we witnessed.

The beach chairs are really starting to show their age and many falling apart. They have upgraded the pool chairs and they are very nice.

In closing, I was very disappointed with what we saw and what was allowed to happen at this nice resort. It has so much potential if it were not sold as a party resort. I did go to the front desk and was told the age for check in is 18 and when I asked why they were allowing that behaviour, the reply I got back was..We have to sell...hmmm.
So, we will not return because of it. I hope the management will go a different route and maybe make one of the five resorts an adults only. If that happens, we may consider returning. The other piece of advice for them would be to offer pool and beach service to advoid the long lineups to the pool bar.

Room Tip: Ask for a room away from the spring breakers. They were up all hours of the night yelling and screa...
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  • Stayed: April 2014, travelled with family
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8  Thank NovaScotiaTracy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BMAYATROPICAL-GS, Gerente at Barcelo Maya Tropical, responded to this reviewResponded 17 July 2014

Dear NovaScotia Tracy,
We have read your opinion and really appreciate the valuable time you have taken to share your comments regarding your past stay at Barcelo Maya Tropical
You can be assured we are committed to providing our guests with the highest quality of services and facilities; we would like to clarify Drinking Age in Mexico is 18th years old, we are not allowed to serve alcohol to guests younger than age, we’re afraid the behavior of these young guests were not appropriate since they are usually younger than 21 years old but they must be older than 18th. We do our best to control them and their parents or guardians are also guests at the property.
We look forward to host your family again in the future. Please do not hesitate to contact us any time before you coming back as we would like to erase any bad impression taken from Barcelo Maya Tropical.
Best Regards,
La Gerencia
Barcelo Maya Tropical
gteoperaciones.tropical@barcelomaya.com

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Reviewed 21 April 2014

Resort is amazing! The property itself is huge and we did not have to wait in line at all for check-in. The welcome drink that was delivered to us while completing all the paperwork was a nice touch as was the slippers and robes waiting in our room. There is 4 or 5 lobbies on site. Kids loved resort and there was lots for smaller children to do as well-about 4 large splash parks, enormous swimming pools and lazy rivers, and a few swim up bars for adult enjoyment. Our room was very nice and we loved having the fridge stocked daily. The beach was great and there was always plenty of available sunbeds. We especially enjoyed all the hammocks in the shade around the numerous pools.
The only cons we experienced are: the beds are extremely hard; resort needs more than 1 concierge in each lobby, as you need to book a la carts through them, so there is always a line-up waiting to speak with these individuals; no free internet; nightly entertainment shows were not that good-for example on a 7 night stay 2 nights were karaoke; and we had a hard time getting chairs in the shade at the pools as we do not get up early to put a towel on chairs to reserve them.
We would definitely go back and thoroughly enjoyed this property.

  • Stayed: April 2014, travelled with family
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3  Thank Jana M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BMAYATROPICAL-GS, Gerente at Barcelo Maya Tropical, responded to this reviewResponded 22 July 2014

Dear Jana M,
We really appreciate your loyalty to Barceló Maya Tropical. Thank you very much for sharing your experience, your scores and recommendations. Our goal is complete guest satisfaction. It is important to mention we have a concierge desk in each building from 9 am to 5 pm at your service daily.
We look forward to host your family again in the future. Please do not hesitate to contact us any time before you coming back as we would like to erase any bad impression taken from Barcelo Maya Tropical.
Best Regards,
La Gerencia
Barcelo Maya Tropical
gteoperaciones.tropical@barcelomaya.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 April 2014

Too bad really. Been coming back to Barcelo for a few years with several families. I'm here again right now. The once family friendly resort is now a high school spring break drunkfest. Hundreds of high school children taking over pools and bars, drinking out of control. Drug use, puking, disrespectful. Zero supervision, zero interest from management to control it. Spoke to front desk and was told that I picked the wrong week to come. Been coming this week for years and was never this bad. Front desk attitude is perfect example of the type of clientele that they'd rather cater to.

Families, respectful people be warned.

Barcelo Maya is nice enough to be full enough without allowing this type of low class business. Come on Barcelo Maya, you can do better.

  • Stayed: April 2014
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11  Thank MurphyT99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BMAYATROPICAL-GS, Gerente at Barcelo Maya Tropical, responded to this reviewResponded 22 July 2014

Dear MurphyT99,
We have read your opinion and we would like to send you a sincere apology for not answer you before and for the bad impression taken from this hotel. You can be assured we are committed to providing our guests with the highest quality of services and facilities; we would like to clarify Drinking Age in Mexico is 18th years old, we are not allowed to serve alcohol to guests younger than age, we’re afraid the behavior of these young guests were not appropriate since they are usually younger than 21 years old but they must be older than 18th. We do our best to control them and their parents or guardians are also guests at the property.
We look forward to host your family again in the future. Please do not hesitate to contact us any time before you coming back as we would like to erase the bad impression taken from Barcelo Maya Tropical.
Best Regards,
La Gerencia
Barcelo Maya Tropical
gteoperaciones.tropical@barcelomaya.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 April 2014 via mobile

We booked this holiday fairly last minute and were excited as we hadn't visited Mexico before.
The flight was easy. Didn't feel like ten and a half hours as the new Dreamliner is much more spacious. The transfer seemed to take forever though and we were last to be dropped off but the rep was really great and helpful and obviously cared that people were having the best experience.
The resort is HUGE! But we knew that in advance and chose it as we knew there would be loads for the kids to do. Our room was a little further from the beach than we had hoped but we figured the extra exercise would do us good.
The beach was lovely although you have to look out for rocks and there were always plenty of available sunbeds. We had to chase the shade a bit as you are only relying on the palm trees for shade but it wasn't a problem. The multiple pools all have a good quantity of shade and it's lovely to have all the hammocks to use too! The sea was amazing and we had a great mix of calm water and huge waves throughout the week which kept us at the beach for the majority of the time.
We chose two excursions - Xel Ha which was a full day at an amazing lagoon including a dolphin experience (out of this world and worth every penny!) and a half day swim with the white turtles (Also amazing and great value for money). Our Thomson rep, Miguel was brilliant - highly informative, friendly and super helpful whilst not 'pushing' the excursions.
I would recommend this holiday to anyone as the place is big enough to chose any style of holiday. There is evening entertainment but we didn't go once as it's not really our thing. We had a quiet and relaxing break with beautiful weather, lovely hot sun and some great experiences to chose from.
I would also recommend a visit to Playa del Carmen which was only a 30 min taxi ride and great to see some of the country outside of the resort.
All in all a fab holiday
Highly recommend!

Stayed: April 2014
3  Thank Bettydarling1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BMAYATROPICAL-GS, Gerente at Barcelo Maya Tropical, responded to this reviewResponded 11 May 2014

Dear Betty,
Thank you very much for your comments regarding your past stay, Barceló Maya Tropical is committed to providing our guests with the highest quality services and facilitie
We are glad you have choosen this Resort as your destination for the first time in this lovely country, we would be grateful to have another opportunity to host you in the future.
Sincerely,
La Gerencia
Barcelo Maya Tropical
gteoperaciones.tropical@barcelomaya.com

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Reviewed 16 April 2014

This was our first visit to Barcelo Maya, but it came highly recommended by family and friends so we had pretty high hopes for our spring vacation. Check-in went well, just a bit of a wait. We were a group of three adults (my husband, his sister and myself), so we were a bit disappointed to find that we were in a room with a King bed and a sofa. However, Cleo, at the front desk, assured us that we would be in a double room the next day and sure enough, by 2pm the following day we were in our new home for the week.

We stayed in the Yucatan building, third floor, near the lobby bar, The location was perfect -- close to the lobby and bar at one end of the building, the buffet and theatre in the middle, and the towel exchange building at the beach end. We had a couple of resident iguanas nearby that we were able to enjoy from our balcony, as well as squirrels, colourful birds in the coconut trees, and even the odd agouti, which was a first for all of us!

Our room was always clean, and the bar well-stocked daily. We tipped both housekeeping and the bar guy every second, and they really deserved it. We asked once for facecloths and she had them in our room every day after that.

Very nice staff. Again, Cleo at the front desk was very attentive and pleasant, the servers at the buffet were all very nice and humoured me by not laughing at my attempts to reply to them in Spanish! Jeremiah was our favourite, but they were all very welcoming and attentive, and we never felt rushed or abandoned by any of our servers.

The food was wonderful, just as we had been told by friends and family who love Barcelo Maya. I'm a very strict veggie and I never had trouble finding excellent options. Even lentil soup one night, which is a staple for me at home and something I rarely see on vacation. My traveling companions loved the fish and chicken dishes and we all loved the fresh fruits and veggies, and especially the guacamole, salsas, pico de gallo and nacho chips (that was my husband's favorite!). Nice house wine and good coffee, too. We never did try any of the ala carte restaurants because we just enjoyed the buffets so much.

We were really impressed by the beautiful grounds -- so well maintained and clean, even though we never seemed to see anyone gardening, other than when I was out for my early morning runs, where I'd see a number of people sweeping sand from the sidewalks. The beach is gorgeous, too, very clean and never a problem finding lounging chairs. We had a few red flag days but we still loved being at the beach and watching the waves.

We went to Xel-Ha one day and Coba the following day but otherwise, we were just content to stay at the resort and enjoy the beach, the food, the view from our balcony, and walking around after dark, listening to the music from the theatre and the sound of the water.

Thank you, Barcelo Maya, for a wonderful spring getaway. We will be back!

Room Tip: We stayed in Yucatan Rm 7356, and we'd be happy to have the same room next time. Our first night...
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  • Stayed: April 2014, travelled with friends
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4  Thank Eskimos10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BMAYATROPICAL-GS, Gerente at Barcelo Maya Tropical, responded to this reviewResponded 11 May 2014

Dear Guest
We really appreciate the opportunity to host your first visit to Barcelo Maya Tropical, we will be very happy to meet you next time!!! Thank you for the time taken to write your kind comments regarding your past stay. We have congratulated Cleo and Jeremias on your behalf.
Warmest Regards to North Battleford, Canada.

La Gerencia
Barcelo Maya Tropical
gteoperaciones.tropical@barcelomaya.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 April 2014

"Management" (my lovely wife) declared that she was to be pampered this year so we went to the Barceló Colonial for the second time, after calculating that the College "Spring Break" would be over. Things do not always go as planned as high schools now have a "Spring Break"...go figure!
We started in a Jr. Suite near the beach, but due to a small water issue from an upstairs shower, we were upgraded to a full suite in the Tropical portion of the Barceló complex. Thanks given to Michelle R. and her male manager as they were spectacular in resolving this issue!
As expected the food was great with the a la carte choices even better. The beach was great with the youth on "Spring Break" causing little problems ( in fact they were quite entertaining at times.)
The one thing we did at the Barceló was to take the Segway Tour that was on site. What a blast! It was easier than expected, the tour guide was informative, and funny! It is the perfect way to view and learn about this five hotel complex.
The only down part of our stay was our 'entertaining youths'. They had more stamina than we did. They picked the swim up bar near our room to start their daily parties that lasted till after 0200hrs. It would be nice if all the extra security on site to guard these children could have them use different pools each day just to spread the joy a bit.
Some newer gym equipment is needed, as a few pieces of the aerobic equipment was showing their age, but this was minor.
Outstanding staff, food, atmosphere and weather made for a pampered holiday!!

  • Stayed: April 2014, travelled as a couple
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6  Thank Glenn B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BMAYATROPICAL-GS, Gerente at Barcelo Maya Tropical, responded to this reviewResponded 18 April 2014

Dear Mr Glenn,

First of all thank you for addressing to myself your review!!!
We really appreciate you are sharing your kind comments on trip advisor regarding the past stay, and very glad to have Michelle Rebollar and Aldo Trejo as members of our Front Desk Staff, thank you for mentioning them. Please be assured that the issues you have raised have been addressed and appropriate action has been taken.
We would be honor to host you again in the near future.

La Gerencia
Barcelo Maya Tropical
gteoperaciones.tropical@barcelomaya.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 April 2014

We recently returned from our son's wedding which was held at the Barceló. The wedding ceremony was held in a beautiful location (the far end of the beach) and despite a few minor issues was enjoyed by all 40 people who attended.
The resort itself was very nice, staff very accommodating and is in a nice location. The food and bar service was excellent.

While certainly not any fault of the hotel the spring break crowd from several U.S. schools was completely out of control. They were totally drunk by mid afternoon, throwing up in the pool and we saw several passed out in wheel chairs by 4:00 pm. The so called chaperones encouraged the behaviour and several of them had to be removed from the pool area for the same behaviour as the students. A couple of students felt the need to make completely uncalled for harassing and derogatory comments to several of our group and tried to instigate a fist fight.We were awoken at 2:00 - 3:00 a.m. four of the 7 nights by groups roaming the halls of our building who were either screaming, pounding on room doors, engaged in fist fights, destroying hotel property and incessantly chanting "USA - USA". We observed several serious injuries as a result of fights or from falling and injuring themselves.(going through the glass window on the balcony of one room).

To conclude, we would definitely like to return to the Barceló but there needs to be a better effort to ensure the safety and security of the hotel patrons. I would suggest the hotel be cautious about booking in these large school groups as the damage to both hotel property and reputation surely cannot be worth it.

  • Stayed: April 2014, travelled with family
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10  Thank Jeff D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BMAYATROPICAL-GS, Gerente at Barcelo Maya Tropical, responded to this reviewResponded 16 April 2014

Dear Jeff,

We are deeply grateful for having choosing Barcelo Maya Tropical as wedding destination for your son, we are glad to know you all enjoyed this special event on the gorgeous beach, the hotel has beautiful locations for this events and we would have wished to make it perfect for your family, on the other hand we are concerned about the problems you experienced at the hotel regarding the teenagers’ behavior and we are writing to thank you for taking the time to bring this matter to our attention. We would like to take this opportunity to send you a sincere apology for the non intentional incidents that your family experienced during your past stay at the resort.
We will do our best to ensure the safety and security of the hotel patrons. Thank you very much for your suggestions. Please be assured that appropriate action has been taken.
We look forward to host your family again in the future. Please do not hesitate to contact us any time before you coming back as we are committed to providing our guests with the highest quality services and facilities.
Best Regards

La Gerencia
Barcelo Maya Tropical
gteoperaciones.tropical@barcelomaya.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Barcelo Maya Tropical

Address: Ctra. Federal Chetumal - Puerto Juarez, Km 266,3, Puerto Aventuras 77750, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Aventuras
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Business Hotel in Puerto Aventuras
#6 Family Hotel in Puerto Aventuras
#6 On the Beach Hotel in Puerto Aventuras
#6 Luxury Hotel in Puerto Aventuras
#6 Top resorts Hotel in Puerto Aventuras
#7 Spa Hotel in Puerto Aventuras
#8 Romantic Hotel in Puerto Aventuras
Price Range: £182 - £354 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Barcelo Maya Tropical 4*
Number of rooms: 479
Reservation Options:
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Also Known As:
Barcelo Maya Tropical Hotel Puerto Aventuras
Barcelo Puerto Aventuras
Barcelo Hotel Puerto Aventuras
Barcelo Maya Tropical Riviera Maya, Mexico - Puerto Aventuras

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