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“Spectacular location, luxurious hotel, noise noise noise”

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Barcelo Maya Palace
Ranked #6 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
Reviewed 22 December 2013

We booked Prestige class through Air Transat- this gave us priority for restaurant booking, tequila/fruit platter/pool towels in the room/bed turn-down service/room service-- all services not available with lesser packages. There is NO INTERNET unless you pay $15/day or $45 for the week. There is NO INTERNET at all in the lobby for anyone, but there is a business/internet room where you can pay to use the internet, near the lobby. The priority restaurant booking was great-- we often heard people with lower level booking saying that they couldn't get reservations, but we basically got whatever we wanted and were able to switch as well, even last minute. There are basically 5 Barcelo Resorts next to each other, with the Mayan Palace at one end of the bay, and the others side by side going further down the bay. The whole set of 5 resorts is on a 2 km long bay- spectacular white sand, lots of chairs, never a problem getting a seat. Restaurant service and food at the Brasserie (French) and Caribe (seafood) restaurants were incredible, with 2 waiters at our table often. I recommend the lobster tails. They make Mayan coffees in front of you- flaming drinks that they pour in a cascade into your cups- very dramatic at night. We ventured to the Italian Restaurant in the Barcelo Colonial next door (Palace guests can eat at any restaurant in the 5 resorts, but the other resort guests can't eat at the Palace). The food was average, but the service was greatly different, with 1 poor waitress running around looking after 15 tables; the tables were practically next to each other and no one we saw was offered coffee after dinner. After this, we decided to eat at Palace Restaurants since it is the service that counts, for us. The buffets at the Palace were incredible, filled with copious amounts of luxury items, crab, octopus, calamari, shrimp, steak, chefs that custom grilled breakfast, lunch or dinner as you watch, amazing desserts and the breads were to die for. Nothing was lacking and the restaurants (at all the Barcelo Resorts on the Bay) were impeccable. I am totally paranoid about standards of cleanliness and I was eating the cold marinated mussels (yum!). The water sports were readily available- where were all the other guests? We basically used whatever equipment we wanted, sailing sometimes for several hours a day. Kayaking was also fun. Snorkelling was good- right in front of the Palace is the best place. We tried the mini-golf--a nice little course, well kept and lots of fun. These resorts are very large--if you like walking, this is a great place to go, with lots of paths to explore. It was faster to walk than to wait for the loud clunky farm tractor that hauls a trailer full of people around from resort to resort very intermittently. The Junior Suite was just like the resort picture-large, spacious, spotless. The bed, no question, was very hard, as others have commented. Look between the mattresses for the topper and put it on. The sheets are like rubber-sticky, harsh, made me feel cold and clammy. I ended up removing the top sheet and using the duvet alone, and underneath I took a beach towel and slept on that. Definitely not what you expect from this level hotel. The pools were endless and perfect. With 2 to 3 weddings a day, this is the place to watch weddings. The negatives--NOISE. I don't mean a little, at the activity pool. I mean everywhere. They play techno-crap music most of the time (same 3 notes over and over and over), blasted onto the beach and echoes throughout the resorts, even to the "quiet" adult pool. Forget sitting on the beach quietly sipping a drink in front of the Palace-- beach games had music blaring so loudly that we could hear it underwater while snorkelling. They also had continuous yelling in Spanish one afternoon for a volleyball game, transmitted everywhere in the bay. We finally figured out to pack a bag and walk 2 km down the bay (where the other parts of the resort are temporarily closed for renovation) to get away from the noise. Even there you could still hear the music thumping in the background along with the sound of the waves. Of course, there was no food or drink, but it was worth it to get away from the noise. We did not have the option of sitting on our room balcony, facing away from the pools, because jack hammers were going on from 07:00 to 18:00 daily, as the property next door has construction. On a positive note again, the Concierge service was readily available and was extremely helpful for booking restaurants and activities. When you arrive, book all your restaurant dinners with the concierge by the check-in desk right away. The staff appeared to be genuinely happy and courteous. The staff at the boating desk were a really fun bunch! Evening shows were done by professional companies each night with elaborate costumes, with live band and singers.

  • Stayed: November 2013, travelled as a couple
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1  Thank 3girlsfromLangley
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 10 January 2017

Dear Guest,
We first would like to thank you for choosing our Barceló Maya Palace for your holidays in XXX and for letting us know your concerns relating to your time in our hotel as it gives us an opportunity to look at areas which may have for improvement and for that we are grateful.
We have taken good note of your comments on the music by the pool and sincerely lament the disturbances caused and will not fail to share your comments with our head of entertainment for information and further revision, at Barceló we believe that leisure and sport activities are part of the real holiday feeling but also understand that not all guests are willing to take part into our entertainment program therefore we always ensure that an area of the hotel remains noise free for those guests who prefer to relax and read.
We also appreciate your kind words for our staff, their kindness and helpfulness being undoubtedly one of our hotel's main assets we will definitely congratulate them all on your behalf for their contribution to your wellbeing whilst staying among us.
Thank you again for making us your choice hotel on this occasion, we look forward to serving you again in the near future.
The Management

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Reviewed 21 December 2013

Recently myself and my husband spent a 12 days vacation at this beatiful resort. This was our second visit and definitely not the last. We arrived on November,29,2013 and united there with our daughter,her husband and their 2 boys,who went there 5 days ahead of us. This was our first visit for my daughter's family and they loved it. I recommended this place to all my friends and family,thus my sister and my friends also came on December,1 and December,2 ,and all of us had a fantastic time. This resort is exceptional, service is great, rooms are amazing,food is excellent,beach grounds are always clean. We thank all people at resort who work hard to please us and make our vacation time unforgettable. Anna Kupsin , New York

  • Stayed: November 2013, travelled with family
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1  Thank anna k
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 10 January 2017

Dear Anna,
We first would like to thank you for making our Barceló Maya Palace your preferred choice for your holidays in Riviera Maya , it is always a pleasure to welcome back our most loyal guests year after year.
Thank you for your lovely comments regarding the service you received from our team members, we will make sure to share your kind words as we know it will mean a great deal to them.
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

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Reviewed 20 December 2013

We arrived Monday 12/16/13 (TNT Vacations) and we were greeted at the airport by Lomas Travel that drove us to the Hotel (45 min drive). When you get out of the baggage claims go straight outside. You will be stopped by timeshare vendors claiming that they will contact your driver and in return to talk to them for 20 minutes. Just keep walking straight outside and locate your driver. When we arrived to the hotel the bellman took our luggage and escorted us straight to the front desk. Checkin was only 5-10 minutes. We were given room 8709 Oaxaca and it was near the private pool for adults. The room was extremely cleaned, the fridge was full of soda, water, and tea (12 bottles in total) and they refill daily, The room had snacks and coffee as well. The food offered in the Hacienda buffet and Mirador buffet was great....good variety and delicious food. The Caribe restaurant was great and we sat outside on the terrace. The Brazilian restaurant was our favorite. You must ordered the skewers at the Brazilian restaurant. The only negative for us was the bed in our room...hard and the pillows were soo small and flat. Overall, we had a great time and will return in a heartbeat. Don't buy anything from the hotel store...$25 for a sun lotion...outrageous. I would recommend to check the store than go to the Mexican Market just three minutes away (a trolley stops every 10 minutes at the entrance of the hotel) and compare. I recommend to bring lots of singles so you can tip the waiters and housekeeping. The stores do not take cash all is charged to the rooms so its hard to get change. The room provided razor, shower cap, shampoo, conditioner, sewing kit, soap and toothbrush/toothpaste.

Room Tip: We had room 8709 and it was quiet and near the pool. It was also near the trolley pick-up and drop...
  • Stayed: December 2013, travelled as a couple
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Thank Cathy 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 10 January 2017

Dear Guest,
First and foremost, Happy Belated Birthday! Thank you for choosing to spend such an important event with us at the Barceló Maya Palace where our goal is to make our home feel like yours.
At Barceló we know that meals are an important aspect of our guests' overall holiday expérience in our hotels, this is why our team of Chefs prepare for each service a wide variety of delicacies to cater for all diet requirements and please the most demanding palates, we are therefore very pleased that we could satisfy yours. Thank you for the wonderful description of the room we accommodated you in during your stay, it is our goal to provide our guests with spotless, attractive and spacious rooms and we are really happy to know you liked yours so much.
Thank you again for this heartwarming review of your stay with us, we look forward to your next visit.
The Management

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Reviewed 20 December 2013

Recently I spent a 10 day vacation at this all inclusive resort. Being the first time in all inclusive I was not exactly sure what expect, but let me say I was pleasantly surprised. Grounds, rooms, and all the common areas are well kept. Room / Beach towels are huge and fluffy. The choices for food in the buffet is outstanding with plenty of choices for steak, pork, lamb even rabbit. Specialty restaurants require a reservation and to dress up from your beach ware. The French Restaurant was the best with the Santa Fe and Caribe not quite as good. With each of these having a short main dish list I expected an outstanding meal well prepared but I wasn't impressed with latter two. Let me just put a word in about the wait staff OUTSTANDING, Friendly, pleasant, happy to serve you with a smile (Victor, Ferando,Alfredo to name just a few).
While the water was churned up because of high winds for 1/2 our time there the snorkeling was hindered. Once it calmed down it was fine. The reefs are covered with sand and are dieing however, there are still fish and turtles to see. I was very pleased with the resort and plan to return.

Room Tip: We were there during a slow time never a wait or line to anything not sure what prime time would be...
  • Stayed: December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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Thank igolfman
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 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
Reviewed 18 December 2013

We stayed as a family of 3 for 10 days in early November. We were not very concerned by the few negative reviews seen here, as we have been at other Barcelo Resorts and found them to be exceptional, even as others guests found many negatives while staying the same dates as we had. We traveled during a low period, so that attributed greatly to the lack of overcrowding. The rooms were clean with plenty of towels, hot water, and cold AC. The AC was a little difficult to regulate, but we survived! Check-in was fast and we were immediately brought a cold drink in the lobby. Since we arrived early, our rooms were not ready, as other guests were still checking out. We were told that our room would be ready after we had lunch, and sure enough, our bags had already been brought to our room while were enjoying our meal. We booked dinners at the specialty restaurants as soon as we had our wrist bands, but had no difficulty going to any restaurant the we desired, at any time. All of the restaurants at the Palace were excellent, and the beef tenderloin was about the best that we have ever had anywhere. At the concierge desk in the lobby, they will allow you to book up to 3 restaurants per daily visit. The very next day, you may book up to 3 more. The room refrigerator is refilled each day, but if you really want it to remain cold, you have to keep the door of the closet it is in, open a bit, or the built up heat will give you warmer beverages.

The beaches were beautiful, with a good mix of coral areas for snorkeling, and sandy areas for swimming. The many mature palm trees offer shady spots at the beach all day long, if you so desire. We brought our own snorkels that we had purchased at snorkel city so that we could use them whenever we wanted, without having to go further down the beach to borrow them each time. The water seemed just a bit churned up each day, but we swam with many colorful fish, sea turtles, and stingrays. You may benefit from bringing sand shoes for the water since you may stub your toes on the coral in some of the less sandy areas if you are not careful. We brought them, but chose not to wear them, and suffered a couple of bumps as a result of not looking where we were going (no one's fault but our own). This is avoidable by sticking to the sandy beach areas. Ample lounge chairs were everywhere and fresh towels were always available. They give you one towel card per guest, and we got fresh towels at the end of each day from the towel room near the pool. We didn't request our cards back until the last day, when they were required for check-out, to void a penalty payment if you didn't have them.

While we chose to spend most of our time at the beach, the pools at this resort are amazing. They are huge, crystal clear, and have swim up bars and just about any type of waterfall, fountain, and spray head that your can imagine. Judging from pools we have been in, the water in the ocean seemed to be in the mid-80s, and the pool to be a slightly cooler, but refreshing temp of around 80. At each exit of the beach the are multiple foot and body showers to clear off the sand before entering the pool area.

We requested, and were given, a room in the Oaxaca Building, as we found that it was closer to the ocean than the Michoacan. The Oaxaca is listed as the smoking building, but even as strict non-smokers, we did not detect any smell of smoke. The Oaxaca is further from the buildings to the north that contains the lobby and all of the restaurants, but it is closer to the Tropical and Colonial resorts and their pools, which were found to be as enjoyable and the pools in the Palace. The pool at the Tropical also offered a switch from the club type of music at the Palace, to a more varied choice of local, tropical, and sometime R&R selections. Be sure to look for Javier there, as he is truly a bartender who enjoys his work and creates some of the most interesting drinks and shots. As a guest at the palace, you are free to enjoy all that the other attached Barcelo properties have to offer, but not the other way around. It may be worth mentioning, that all of the rooms at the Palace seem to be at least junior suites, and that upgrading to a junior suite and the Tropical or Colonial, would cost about what a stay at the Palace would cost, without the added values of additional dining options, top shelf drinks, and a beautiful air conditioned theater with show and drinks each evening (the other resorts have smaller non-AC theaters). All of the Palace is accessible via a covered walkway in the event of rain, but care should be taken as the beautiful tile can become very slippery when wet. The Palace also has elevators to the higher floors, but I am uncertain if this is true of other areas of the resort.

There is really no language barrier at the Palace if all you speak is English. The staff is amazing, most being fluent is several different languages. Our attempts at Spanish are awful, but seem to be appreciated by the staff, who were about the most friendly and helpful that we have found anywhere. They truly could not do enough for you, and we are not the type that want to be doted upon. They constantly asked how everything was, if we wanted more, offered to carry our plates at the buffet, etc. They never seemed to expect to be tipped, but we always did. However, they treated the non-tippers just as politely. The food at the buffet was also very good, and you could always find something to your liking. We tried most of the food offerings, and never experienced the slightest bit of upset stomach. BIG TIP! It seems like the best way to avoid an upset stomach (aside from excess drinking) is to stay away from the tap water in the rooms. Do not brush your teeth with it, do not rinse your tooth brush with it, and do not allow yourself to swallow any of it while showering. Who wants to risk it while on vacation?!!! Water in the restaurants is from bottled water as are the ice cubes.

Yes, this is a big resort, but you never have to leave the Palace area if you don't want to, and that would make it similar to a smaller resort. However, if you should choose to take a longer walk here, you could eat, drink, and swim anywhere just by having the Palace resort wrist band. If you prefer, a shuttle runs all day long, taking you anywhere you would like in the resort, including the new swim-with-the-dolphins pool. You can pay to swim with the dolphins, our just watch from outside the waist high fence. This is located midway down the resort where all the water sports equipment is also available. Although the resort is expansive, it mostly runs parallel to the beach, and not excessively far back from it (furthest back rooms could be a walk with small children). As it is only 4 stories tall, there don't seem to be large numbers of guests overcrowding a restricted area of small beach and pools, to compete for few available chairs.

So I guess that it is obvious that we really liked our stay at the Barcelo Maya Palace. The rooms, grounds, pools, staff, theater, drinks, and food were about the best that we have experienced at an all inclusive resort, running in close competition the the Barcelo Bavaro Palace in the DR. Were there any negatives? I guess that there were if you choose to dwell on them, but the only one that bothered us was that they NEVER respond to any emails (we tried on 6 separate occasions). We had a need that they wound up accommodating, but it would have been better to have eased our minds before our arrival. We generally do not revisit resorts, but this is one that we may well come back to. Now that we have come to see what the Barcelo Palace Resorts have to offer, it has become difficult to find others that suit our particular interests, while also offering good dollar value. Unless you prefer a more expensive vacation where your every needs are catered to, this could be the place for you. It certainly was for us, but you may want to look toward the low usage periods, like early November, or in April (less expensive and quieter after spring break and Easter). Hope this helps making your choice!

Room Tip: Choose a room near the ocean for a shorter walk, but further back for quiet. Pool facing can give b...
  • Stayed: November 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
6  Thank rnmn528
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 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
Reviewed 18 December 2013

Normally, I would never consider booking at a larger resort, but we were here for a wedding. This place was PHENOMENAL! We went the first week of December and we picked the perfect time. The resort wasn't busy at all. We never had to wait for drinks or to get into any of the restaurants - in fact, there were some nights when we didn't have reservations at the a la carte restaurants but we were able to get in.

The food and the service were fantastic - something that I rarely say when I go to an all-inclusive. Usually by the end of the trip, I am tired of the same old, same old in the buffet, but this is hardly the case.

The room was probably one of the nicest hotel rooms I've stayed in at an all-inclusive - tons of space, a rainfall shower, double sinks, double closets... (we had a Junior Suite). The only thing that is awful was the mattress - very hard and uncomfortable! However, we were told to ask the front desk for one of the mattress covers they have, so they came and put that on our bed and gave us new pillows, and that made a WORLD of difference! I highly recommend for you to do this when you get to the resort, as the beds are literally ROCK HARD.

The beach was wonderful - tons of seats available and lots of palm trees for shades, which was perfect for keeping our little 18-month-old out of the sun. The beach was a little rocky and there was coral/rocks to look out for in the shallow end, but I am hardly going to complain about that because it is just so beautiful!

We didn't spend much time by the pool, but we DID spend a ton of time in the kid's waterpark. Let me say, if you have little ones, this is the resort for you! Our little guy could not get enough of all the kid's slides, etc. Unfortuntaly, he was too young to use the Kids Club, but from what I have heard, that is also great for kids as well.

I HIGHLY recommend this resort to anyone, especially those who have children.

Room Tip: Ask for a mattress cover and new pillows upon arrival - the beds are rock hard.
  • Stayed: December 2013, travelled with family
    • Value
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2  Thank Canadian_Erin
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 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
Reviewed 17 December 2013

I have been to this resort seven times. So, obviously a fan. Still great value, service and overall quality. The positives: lots grounds to walk, lovely planting a, and great variety at buffet. Negatives- the reef offshore is dying as result of the sand clogging it up and cumulative storm damage so snorkeling is poor. Some signs of age; rubber gasket on slider falling out, some rest rooms had missing flush controls. There used to be lovely floral arrangements throughout the hotel common areas, no more. Noted some cost cutting in buffet with some areas decorated with fruit arrangements rather than food choices. The place is immaculate, the service with smiles, and rooms nicely appointed. The rain shower head is lovely after a day in the sun.

Stayed: December 2013, travelled as a couple
Thank karenaprn
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 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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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 On the Beach Hotel in Puerto Aventuras
#5 Top resorts Hotel in Puerto Aventuras
#5 Luxury 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
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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