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“Great Experience”

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Barcelo Maya Palace
Ranked #6 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
Reviewed 28 March 2012

My husband and I stayed at the Barcelo Maya Palace Deluxe all inclusive for 8 nights in September of 2011. My review is late but I like to give credit where it's due.
Our room was absolutely gorgeous and very updated. Everything was clean and well kept.
The beach was amazing and there was always plenty of room especially at our end which was not nearly as busy as the others.
The food was great, the buffets get repetitive after awhile but I guess that's why there's all the restaurant options. I loved the fact that we were able to utilize all of the hotels restaurants as well as the options in our own. We loved the hibachi restaurant and the french one as well.
The transportation bus from hotel to hotel was very convenient and a few times we were even taken by golf cart to a neighboring hotel if the bus wasn't there right on time for us.
All of the hotel staff was so, so friendly. I can't say enough how helpful they were. My husband and I went outside the hotel grounds to Playa del Carmen at least four times at night. They told us exactly what to do as far as catching public transportation, what time the last van's stopped at, and fun activities to do in Playa. We loved going there walking on the cobblestone strip for shopping and we even ate at a restaurant there for my husbands 30th birthday.
Overall, our trip was great, everything there is beautiful and we will definitely go back!

  • Stayed: September 2011, travelled as a couple
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2  Thank Gina S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded 21 April 2017

Dear Guest,
Thank you for your kind comments and evaluation. We are sharing all this with our staff in order to motivate them to keep up the good work .

We also want to offer you an apology due to the time it took for the reply as this feedback is of great importance to our hotel.

We hope you can visit us again soon!!

Best Regards,

The Management

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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4,181 - 4,187 of 7,055 reviews

Reviewed 28 March 2012

Stayed at the Barcelo palace in mid March for 6 nights with my wife and 15 month old. This is a nice resort to take small children or a infant. There are plenty activities for all. The buffets for lunch served a variety of different foods for all tastes and ages. We did not do the buffets in the evening. We were lucky enogh to attend one of the specialty restuarants each evening. The best service and food was found at the french restuarant. We did eat one night at 930pm. Book your restuarants early in your stay. You can allways cancel the reservation or change the time if another spot is available. Did not have any problems with young spring breakers. It appeared that most of the real partiers were at the other Barcelo resorts. There is piano bar in the lobby that provides music at certain times during the evening. shows start at 930pm or the disco is located at the other end of this large compex that goes untill late in the evening. The looby bar is open 24/7. There is a lot of walking at this resort, but we did not mind that. I would not recommend this resort if you are looking for everything close. The beach is very nice at this resort. If you are going to the pool you better plan on getting up before 7am. Most mornings I was able to get the last couple of chairs at 730am. The beach has a lot of available chairs later in the morning. The room was very nice, the air conditioning was allmost to cold. A refrigirator in the room with beer, soda, and juice was nice .I did not like the bed or the pillows, to hard. The maid service was very good and turn down service was performed every night. I would return to this resort if the price is right. I usually shop arround when I am ready to trave and I think that this property is overpriced some of the time.

  • Stayed: March 2012, travelled with family
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8  Thank martyspraul
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded 21 April 2017

Dear Guest,
Thank you for your kind comments and evaluation. We are sharing all this with our staff in order to motivate them to keep up the good work .

We also want to offer you an apology due to the time it took for the reply as this feedback is of great importance to our hotel.

We hope you can visit us again soon!!

Best Regards,

The Management

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 March 2012

This was our first vacation at a Barcelo and we enjoyed it very much! We stayed at the Barcelo Maya Palace on the north end of the "Barcelo complex" and it was beautiful! We thought the food was good, drinks were good, the resort was super clean and the pools were HUGE!!! We are beach lovers so we headed to the beach every day, all day. There were always plenty of beach chairs; never had an issue getting towels. We would hand our towels in at the end of our day to get clean towels so we could go right out to the beach the next morning - this worked great. We thought the buffet was pretty good - always a selection of various things to eat, but we'd suggest getting something made for you at the stations where they make up the specialty for the night (there were different "theme" type meals each night). The fajitas were awesome! The guacamole and fresh salsa was always wonderful! The snorkeling was great right out in front of the resort . . . just walk in and you would see lots of fish, sea turtles and sting ray! Every time we went we seen the turtles ~ pretty cool! There is rocky areas in front of the Palace, but there are also spots of the nice soft sand as well. Just be careful going in and coming out. I suggest wearing water shoes if going in there. But just a short walk down the beach (south) is the wonderful soft sandy beach area. We loved it and plan to return next year and bring our kids. ☼ It is a 20 minute cab ride (or do a "shopping tour" on a bus through one of the travel guides at the hotel) to Playa del Carmen. Loved it and look forward to going back again!

Room Tip: We loved our location as we are beach goers every day...Room 8621 in Oaxaca building was great - on...
  • Stayed: February 2012, travelled as a couple
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Thank BeachVacaLovers
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded 21 April 2017

Dear Guest,
Thank you for your kind comments and evaluation. We are sharing all this with our staff in order to motivate them to keep up the good work .

We also want to offer you an apology due to the time it took for the reply as this feedback is of great importance to our hotel.

We hope you can visit us again soon!!

Best Regards,

The Management

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 March 2012

Was there in 2009 and in 2010. This hotel offer in the riviera maya the BEST OF THE BEST !!! The food, the room more than beautifull, the beach is in some place rocky and smooth at other place. Right in the beach you can see sea turtles. The restaurant, all of the perfect !! Didn't pay for the palace 2 times, be there by a free upgrade, but I think for the difference I will go to the tropical !

  • Stayed: June 2011, travelled as a couple
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3  Thank Coraille
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded 21 April 2017

Dear Guest,
Thank you for your kind comments and evaluation. We are sharing all this with our staff in order to motivate them to keep up the good work .

We also want to offer you an apology due to the time it took for the reply as this feedback is of great importance to our hotel.

We hope you can visit us again soon!!

Best Regards,

The Management

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 March 2012

This is the story of how family photos turned into extortion at the Barcelo.

15 family members met at the Barcelo Maya Palace to enjoy the Mexican sun. Prior to our trip, we had contacted a family friend and professional photographer from Cancun. He had offered to drive down and take some photos as a favor. While taking the photos, hotel security came down and was lingering around. They said I had to pay for him - no problem, we were aware that we had to buy a guest pass ($95USD). Our friend indicated he would come up for the bracelet as soon as he finished the shoot. Security waited to escort him to the front desk. That is when things fell apart.

On arriving at the front desk, they informed him that we needed to pay $500 USD to Kodak (the name of the company that apparently owns some kind of photo rights at the Barcelo). I was baffled, we did not employ any of their services - what is the charge for? You will not find this info on anything you sign at the desk or any documents in your room. I refused to pay based on this fact. The staff at Kodak said he understood and would notify his manager - in my mind it was over. We thanked our friend and said goodbye and went for drinks before supper. After about an hour, we cut through the lobby on route to the restaurant and were appalled to find our friend there with security. The hotel would not let him leave until he paid $500. I went to the front desk with them and explained to the manager, the took our friend to the back office to essentially interrogate him. I was allowed back after about 15 mins. The manager initially said he was too busy to talk to me about it. It was only after about another 15 mins of me refusing to leave his office that he got tired of the whole thing that he agreed to let our friend leave.

That's how family photos resulted in what I would call attempted extortion and kidnapping. Despite the nice facilities, this experience really soured us on the Barcelo resort. We will not be returning.

Stayed: March 2012
14  Thank Dumptruck4489
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded 21 April 2017

Dear Guest,

Thank you for your valuable review, we are sorry about our reply being delayed as we really appreciate that you have taken some time to write your comments about your experience in our hotel and this comments have been noted and shared with the leaders of every department.
We have been working hard to improve all our opportunity areas in order to achieve all our guests’ satisfaction.
Once again, we thank you for staying with us and hope to welcome back soon.

Regards,

Them Management

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 March 2012

Positive points-
Room luxurious, spacious, clean and tidy

Beautiful, manicuried gardens

Three a la carte restaurants, French -excellent, except for house wine.

Small problems re -room, TV and fridge handled immediately

Adult pool and related services, bar, washrooms, huts well appreciated.

Beautiful theatre. Two shows viewed were good but poorly attended.


Negative points-

Influx of rowdy spring breakers poorly handled by management.

Entertainment in main lobby and bar practically non-existent.

House wines, red and white, very poor quality at buffet and speciality
restaurants (a la carte). Appears to have been watered down. Our
experience in Cuba, at various locations, far superior.
.

Room Tip: Do not choose spring break.
  • Stayed: March 2012, travelled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
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4  Thank Beverley L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded 21 April 2017


Dear Guest,

We appreciate all your feedback , we wanted to apologize about the delay on the reply but rest assured that this valuable comments have been shared with all our leaders of each department of the hotel in order to continue providing the positives and avoid the negatives to achieve our main goal which is Guest satisfaction.

We hope we have the chance to welcome you back !!

Best Regards,

The Management

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 March 2012

We stayed at the Palace from March 3 – 10 to attend a friends wedding on site.
We had emailed 2 weeks and again 1 week prior to arrival with a couple of general room requests as we were the only couple in the wedding group that chose the palace, so we were looking to have a room location close to the colonial and tropical rooms of our friends.
We arrived after a harried experience at the airport to no line up. Check in took a maybe 5 minutes, and our bags were sent to our room. We found out that our emailed requests were not at all considered, so we requested to be moved. We were informed that we would be put on a list and to come back at noon the next day to check. Apparently they were at 100% and couldn’t move us right away. No problem, Ive come to expect that with travelling, and the problems getting sorted out the next day. Later we found that we needed towel cards that weren’t given to us, we were only given one room key (2 more trips to the lobby) and there were no beach towels in our room.
To make a long story short…we were placed in the furthest room possible from anything (the highway noise was kinda loud!) and after dealing with the front desk and numerous staffers for 4 days, trips to the lobby during the middle of the day/morning/evening and lost transfer calls, we were finally given a decent room after I lost it with the front desk guy. Where we were originally located, there were three other couples on our floor in the entire building that I saw all week…I spoke with one and we both wondered what we had done wrong in our past life to deserve such crap rooms at the palace! The resort was not even close to 100% and I called them on that…and the next day I got a beach fronting unit. Hmmm. (for “fun” I calculated how much walking we would have done during the course of the week had we stayed in our original room…came up with a grand total of 35 kilometres for the week. I am not kidding).
Anyway, rather than whine about this place, Ill just list the pros and cons.
Pros
Food: was good at the buffet. Cant tell you what the ala cartes were like because we didn’t feel like reserving for 930pm.
Beach: had excellent snorkelling and was very happy with the beach. Most surprised and happy with this aspect.
Room: loved the rain shower and the king size bed was one of the better Ive slept on in Mex.
Grounds: were clean and well taken care of…cant find fault with the grounds at all.
Lobby/Facilities: very nice.
Location: there are some fantastic cenotes right across the highway form the Barcelo main entrance. Also the resort is decently close to Akumal so that a cab can be had no problem.
Cons
Drinks: one reason for choosing the Palace over the colonial/tropical was that there was supposed to be top shelf drinks served to palace guests. Well it was rare that we were able to get them at the Col/Trop. I think that was because the bartenders had to fill out a sheet every time Palace guests ordered top shelf. As a result of this, they soon made the top shelf stuff rare. Lame.
Drinks Part 2: theres no drink service on the beach! What? First time ever Ive used the infamous bubba keg and was glad to have it. Who knew that something called a “Bubba Keg” would be a necessity at a place with “Palace” in the name!
Shut down: we aren’t really partiers anymore, but the resort became ghostly silent after the shows. Would be nice if there was a lounge with music till late where you could sit and drink with friends without feeling youre in a funeral home.
Other Guests: yes…other guests. Towel Game Pros frequent this resort…worst I have ever seen. It didn’t affect us though and we were either up early enough on the beach to grab chairs (and yes…we actually sat in them) or to grab towel covered chairs at the pool knowing full well that the towel placed at 7am would not be claimed until 11 am. Pathetic. All pool chairs were “reserved” by 7am without a soul in sight. American college and high school spring breakers were annoying at best. Sounds like we left just as it got worse.
Location: in that its kinda further from PDC than we’d rather be as we like to hit town more than once or twice in a trip.
So overall, the Palace is a nice resort in a location that is very good for enjoying the regions natural amenities. The resort is clean, has a good beach and has good food. Had we not travelled during spring break time (and we know this) we may have had a more positive impression of the Barcelo Palace.
Would we go back again? Probably not…but if we did we definitely would not go during anytime close to high season.

Room Tip: Havent a clue
  • Stayed: March 2012, travelled with friends
    • Value
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    • Service
2  Thank CDLVancouver
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded 21 April 2017


Dear Guest,

We appreciate all your feedback , we wanted to apologize about the delay on the reply but rest assured that this valuable comments have been shared with all our leaders of each department of the hotel in order to continue providing the positives and avoid the negatives to achieve our main goal which is Guest satisfaction.

We hope we have the chance to welcome you back !!

Best Regards,

The Management

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 Palace

Address: Carretera Chetumal-Puerto Juarez km 266.3 | Xpu Ha, Puerto Aventuras 77750, Mexico (Formerly Barcelo Maya Palace Deluxe)
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Aventuras
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Family Hotel in Puerto Aventuras
#3 Business Hotel in Puerto Aventuras
#4 Romantic Hotel in Puerto Aventuras
#5 Luxury Hotel in Puerto Aventuras
#5 On the Beach Hotel in Puerto Aventuras
#5 Top resorts Hotel in Puerto Aventuras
#6 Spa Hotel in Puerto Aventuras
Price Range: £168 - £444 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Barcelo Maya Palace 4.5*
Number of rooms: 756
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Also Known As:
Barcelo Maya Palace Deluxe Hotel Puerto Aventuras
Barcelo Puerto Aventuras
Barcelo Hotel Puerto Aventuras
Barcelo Maya Palace Riviera Maya, Mexico - Puerto Aventuras

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