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“Even better than the tropical/colonial”

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Barcelo Maya Palace
Ranked #6 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
Montreal, Canada
Level Contributor
35 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“Even better than the tropical/colonial”
Reviewed 1 September 2013

We stayed at the Barcelo Maya in the Tropical/Colonial sections on 4 separate occasions. After not being to travel due to health related reasons for a few years, we were excited to be able to return to Riviera Maya and since we wanted to be able to just "slip into a known environment" without any need to adapt to a new environment, we returned to the Barcelo Maya. We hesitated and debated between returning to the tropical/ colonial section or trying out the Palace section. My husband suprised us by upgrading us to the Palace. That was an excellent decision. The resort is wonderful and spacious but the biggest difference for us was the outstanding service we received at the Palace. We truly felt we were treated like royalty. Many reviewers have been dissatisfied with service at the reception, such was not my experience. It is a huge resort. When we arrived, we were given a room quite a great distance from the center of the action. Due to poor health, walking this far back and forth was not much of a vacation. They were fully booked. The next morning I presented myself at reception and met the manager. Alejandro. Alejandro moved us to a much closer location, he did so with professionalism, efficiency, discretion and acted very kindly towards me and our request. He struck me as a very nice,outstanding and understanding individual. He also took care of required arrangements
to arrange our room change with the bell boys without me even asking for it, all of it worked out, in a timely fashion which canbe challenging at times in some resorts down south.
Service at the dining rooms was great, particularly at the Mirador, Antonio was wonderful discrete and efficient, Geraldo and Sergio were also very nice.
Stretching on the beach with Jackeline was awesome, don't miss it, she knows what she is doing.
The a la carte restaurants were very nice, particularly the Brazilian one. Carmen, the hostess was very sweet and personnable. My only negative experience was at the Brasserie, both times we went, I had to return my meal. The Lobster of the surf and turf was cold, and the following time, the salmon was extremely undercooked, they started it from scratch which makes sense but created a delay such that my husband and son were done with their meal by the time my main course arrived, the whole idea was to eat together, so much for that.
Overall, wonderful experience, we would return again in a heartbeat, only thing is, after you have treated yourself to the Palace, you may never feel like going back to Colonial or Tropical section, service made all the difference

  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
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Helpful?
3 Thank Izzy 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 review, 10 January 2017
Dear Guest,
We always find it nice to read that our guests went home with great holiday memories and we are very grateful for the time and effort you spent to share your personal experience at our Barceló Maya Palace hotel with us and Tripadvisor readers.
We are thrilled to read that you felt welcome and supported from the moment you arrived until the moment you departed and will not fail to share your compliments with the entire réception team as we know it will be a great source of motivation to keep on going the extra mile.
Again we thank you for this wonderful review, it has been a pleasure for us to read and we look forward to serving you again soon
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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English first
Mississauga, Canada
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 29 August 2013

My wife and I went here for our honeymoon and had a great time. The resort is beautiful and I would recommended it to everyone. It was pricey to stay at the Deluxe when we could have picked one of the lower tiered adjacent resorts such as the Tropico or Colonial or Maya Beach but the difference is in the food. Its easy to get spoiled with the most amazing food at Palace Deluxe, so that every time we ventured off to the other areas to explore their restaurants, we always ended up walking back.

The resort is huge, so you will be doing a lot of walking but for us that was a lot of the charm. There's so many areas to wander around to check out, so that every day we would venture to another pool or beach area. It was nice to escape to this paradise getaway.

Theres plenty of bars and we had the premium drinks option which was nice. The premium lounge was a real experience when we first arrived. Made us feel special.
We tried a few mohitos and asked the friendly bar tender to make us some fancy drinks but we didnt really find anything that amazed us. I stuck to my rum and cokes. I found whatever juices they used to make drinks were cheap "tang" type juices which I didn't like.

We have a daughter now so we look forward to taking her to the kids water/play area one day and bring other family members as well. (if we can afford it)

There are some negatives but nothing that would change your mind from vacationing here:
-the resort is far from the airport, and you will be one of the last stops of the bus that also drops off guests to other resorts.
-the rooms were a little musty, but not in an unbearable way. Mexico is hot and humid!
-wish the mixed drinks were better.. was hoping for some mango frozen cocktail but never found anything worth drinking (i know its not a big deal :)

Positives
-The pools are amazing. You will be spending a lot of time by them, and there is enough spectacular pools to let you switch it up every day.
-The resort is beautiful, clean and fun to explore
-Room was very spacious and bathroom well supplied

  • Stayed September 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Bilgeman
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 review, 10 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
Copenhagen, Denmark
Level Contributor
7 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 29 August 2013

Our stay in Barcelo was a lovely experience. The hotel , property and the beach are really nice. The only dissapointment was the food. Although the buffet offers many varieties , the quality is not at the level of a 5 star hotel. Maybe it is better, otherwise we would have turned with min 5kg more. Location is fantastic, it is in the middle of Cancun and Tulum, very close to Playa del Carmen and easy to reach by car all historical places and the cenotes.

  • Stayed July 2013, travelled with friends
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
1 Thank DDragonfly
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 review, 10 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
Old Bridge, NJ
Level Contributor
16 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 28 August 2013

Just got home(group of 8) and wanted to say thank you to the staff at the Barceló Maya Palace Deluxe, especially Beatriz, Enrique, Gina, Eric, Ubel, Janani, Oscar, Felix, Jose (chef), Ignacio, and all of the other staff members who's names we can't recall but were nonetheless so kind and professional. We had such a wonderful experience at your resort. The specialty restaurants, buffets, and snack bar offered a great selection of international foods, including regional specialties. Especially enjoyed the Mexican food that was freshly prepared (tostadas, tamales). We even tried rabbit and Jicama! The Carey bar was a great place to end the day with a good drink and a selection off snacks. There were several pools for all age groups. The beach had areas for snorkeling and swimming. There were activities during the day poolside and shows at night. The grounds were very safe and the staff always greeted you with smiles. The rooms were always clean when we returned to them. The only suggestions are free Wi-Fi throughout the hotel, nightly teen club(daughter suggested this one), and a laundry room. We cannot wait to return to this hotel!

Room Tip: Next time we plan to get a family suite. They had separate bedrooms, large living room, 2 bathrooms...
See more room tips
  • Stayed August 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank ABR_OldBridge
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 review, 10 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
Toronto, Canada
Level Contributor
9 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed 26 August 2013

I visited the resort in mid May for the wedding of my daughter.
I have to say the Resort is very nice and very well kept. The rooms are very nice and clean. All that you need is there and refreshed constantly.
The staff is almost invisible but they did a great job cleaning and refreshing the supplies in our room.
All the Barceló hotels are connected and this is very good if you want to go for a long walk or shopping at the mall.
However I need to say that the Front Desk service is really really poor.
The staff is lacking training and customer service skills which for us as a guests was very important.
The Wedding event center is pretty much the same. Poor quality and even poorer customer service approach. For the money charged - especially when we already have paid for our all inclusive packages - they should have done much more that what we received. We are lucky that we took some supplies with us so we could remedy the situation and make the décor more presentable.
Really it is a shame the Resort management does not pay attention to those very important service points.

Food at the resort was very good but a little more variety would have been great.
The alacart restaurants are beautiful and the food was good (or at least what we ordered was) but again -there was lack of customer service presence that makes you enjoy an evening .The sophistication of the amenities was there but not the sophistication of the delivery of service.

Room Tip: If you need a taxi - from the airport to the hotel and back or even for a trip to the ruins use Fama...
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  • Stayed May 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Valentina M
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 review, 10 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
ciudad de mexico
Level Contributor
73 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed 25 August 2013

This hotel has a great waterpark for kids!! My boys had a fantastic time at Barcy club ! We had an excellent family vacation ! Suites are great and renewed, people working there are always looking after your needs, they are happy and always smiling! Food is delicious especially at Rodizio´s!
If you plan your trip for summer I suggest you bring an umbrella!
Barcelo is always an excellent choice for us and we know that everything will be all right there.
I was very happy because we can arrange a Dolphin adventure trip at their lobby. They took care of this tour and It was awesome!!!

Room Tip: Room Suites are the best! Ask for Club Premium
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  • Stayed July 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank sylviarubio
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 review, 10 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
Baltimore, Maryland
Level Contributor
18 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
Reviewed 23 August 2013

My wife and I just returned from a week trip. We staying Club Premium. Perfect from start to finish. Staff was wonderful, grounds as pretty as ever, food was very good. Our room location was the best ever, first floor king size bed, walk out to beach. Snorkeling was fantastic, little rocky on the beach, but trade off for incredible snorkeling.

There is nothing but good things to say. You really need to look for things to complain about. Weather was good for most of trip, but had torrential rains the first day, can't control mother nature. Like all resorts in the area, if it is wet be careful walking as tile is very slippery.

Room Tip: If you choose Club Premium room location is amazing
See more room tips
  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Larrycarla0528
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 review, 10 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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Additional Information about Barcelo Maya Palace

Property: 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 (Based on Average Rates): £££
Hotel Class:4.5 star — Barcelo Maya Palace 4.5*
Number of rooms: 756
Reservation Options:
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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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