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“Big resort with limited "all inclusive"”

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Barcelo Maya Palace
Ranked #6 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
chicago
Level 5 Contributor
90 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
“Big resort with limited "all inclusive"”
Reviewed 15 July 2014

We booked this to attend a wedding and is not the type of place we would normally go and now we know why

The resort is about 1 1/2 hour from Cancun airport, mainly because they drop off at other resorts if you book the transpiration option.

Upon arrival we were taken to the Premium Club, which is an extra fee, to check in. It took us over 30 minutes to check in as they only had one person working in the room. We had traveled with others who checked in the regular check in and it took them longer than us. Probably the worst process I have ever experienced, but at least we were in AC where the others were in the outdoor lobby sweating.

We then tried to book dinner for that night and were told all the restaurants were already booked and we should book early, yet we were supposed to have Priority as part of the club and we had just arrived so could not have done earlier.

There are two buildings as part of this resort, which is actually part of a bigger resort. They are quite far from the lobby, restaurants etc... Rooms themselves are large and have a lot of closet space. Not much as far as amenities, in room, however. Except for a mini bar fridge that had sodas and water and two beers as well as few low level snacks, bag of chips etc...

The Premium Club rooms are the same as the other rooms but located in building right in front of pool or Beach Walk. Our room was convenient as we were on 1st floor so we could walk out of patio to the pool.

The pool is very large, but in desperate need of good cleaning as there is mold all around the tile area. There is an adult pool, which is very nice and it has a great bar and bar tender. All the bars by the pool and other areas close at 7 pm and the only one open after that is Lobby Bar.

We ate at the French and Mexican restaurants as well as the buffet. They require long pants for men, which is really strange as it is 90 plus every day and many people were turned away with Nice Shorts that looked great, while people with Jeans or Sweat Pants were allowed in. Both sit down restaurants were decent but no where you would want to go back to. The service is incredibly slow as they way understaff those areas. Plan on 2+ hours for dinner at any of those.

The buffet was very good for breakfast and just average for Lunch and Dinner. Mostly fried foods or cheap cuts of meat and fish. Again, here they had a ton of staff and each "waiter" basically had a 5 to 6 tables, where the nice restaurants these poor waiters and 15 or more tables to attend to which meant food came cold on very hot plates that had obviously been sitting under lamps.

Lastly on the food. There is no restaurants open after 10 pm. The lobby bar has pop corn, nuts and occasional sandwiches or pizza. And you can not have any food out side. Want a taco or quac by the pool and they charge you for that and do not let you take anything from restaurant. I do not see this as all inclusive.

If you plan on doing the pool, you need to get up early if you want a seat. They say not lounger saving, but by 8:30 most had towels strewn on them, that in most cases sat almost all day until people got back from excisions. Picture attached is at 8:00 am.

The bar tenders are good and work hard. If you want specific alcohol, ask for it as they poor the baseline if you don't and not all liquor is displayed. For example you can get Don Julio tequila if you know to ask for it. Also, the only beer they have is Corona and Modelo drafts, no cans or bottled beer anywhere.

The beach is beautiful and we swam close to sea turtles on numerous occasions. They only have one spot to rent equipment, etc... and it is about a 10 minute walk to that spot. Snorkel equipment is only free for one hour each day and they push to sell you a 2 hour or longer tour.

While checkout was much easier, the ride to the airport took two hours due to stops at other resorts.

The wedding was well done and the dinner that night, for 50 of us was very good and best meal we had.

Bottom line is that with all the resorts in the area, I am not sure why you would every choose this one, unless it is just so much cheaper and you just want to lay by pool and drink.

Room Tip: Ask for room in the buildings close to lobby. Make sure to book restaurants as soon as you arrive...
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  • Stayed July 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Tackitikihut
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Director General at Barcelo Maya Palace, responded to this review, 16 July 2014
Dear Tackitikihut,

We have carefully read each of your comments and although you mention that this is not the kind of place you would normally visit, thank you for the opportunity you gave us to attend a wedding in Barceló Maya Palace. We are very sorry that our hotel was not to your liking.

Daily our staff strives to provide high quality service and offer the best facilities, however continue to work in order to achieve the satisfaction of each of our guests that we have the pleasure of attending daily.

Please accept an apology for any inconvenience caused and can be sure that your comments are very important to us; we appreciate your time.

Best Regards,

Armando Becerra M.
General Manager
Barceló Maya Palace Deluxe
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
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  • Value
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English first
Springfield, Missouri
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 15 July 2014

Our family, 28 in number, had a great time at the Barceló Maya Palace. The staff was friendly and attentive and the resort is wonderful for families. Small details, such as serving the children first in the specialty restaurants while the adults waited for their dinners, made a big difference in the quality of the dining. The specialty restaurants were top-notch and the buffets were good for quick and easy dining. Several of our family members enjoyed the dolphin experience and would highly recommend the experience. The beaches are varied and beautiful and the pool areas are nice, especially the children's area. Our grandchildren never tired of swimming. My only complaint is the lack of shade in the pool areas and on the beach. It was difficult to find shaded areas for the smaller children to nap in. The adults only pool is tranquil and the perfect getaway when desired.

  • Stayed May 2014, travelled with family
    • Location
    • Rooms
    • Service
Helpful?
Thank Jan D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Director General at Barcelo Maya Palace, responded to this review, 16 July 2014
Dear Jan D,

We are pleased to know that 28 members of your family had a pleasant stay; thank you very much for sharing your comments and observations which we have considered.

Sincerely,

Armando Becerra M.
General Manager
Barceló Maya Palace Deluxe
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Greenville, South Carolina
Level 3 Contributor
20 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed 14 July 2014

We have traveled to many all inclusive resorts throughout the Caribbean and this resort surpassed all of our expectations. We read many reviews on this site that caused us some concern; however after spending seven days at this resort we have nothing negative to say at all! The Barcelo complex was absolutely amazing (the architecture of the buildings, the variety of activities and food that was available and the perfectly manicured gardens). We traveled as a group of 20 people and not a single person in our party had one complaint. Some of our wedding guests commented that they have stayed at much more expensive resorts and they didn't compare to this one. The buffets were absolutely amazing! Food was delicious and service was impeccable. Our wedding coordinator (Victoria) took care of all the details and was always there to make sure everything was running smoothly. The wedding dinner and reception was perfect and looking back there is not one thing that we would change. We want to thank Barcelo Maya Palace for making our wedding day very special and we can't wait to return for our anniversary!

  • Stayed April 2014, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
3 Thank Lovethebeach M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Director General at Barcelo Maya Palace, responded to this review, 16 July 2014
Dear LovethebeachM,

We are pleased to have exceeded your expectations; thank you for give us the opportunity to demonstrate the quality of our services.

It is gratifying to know that the 20 people who were honored to accompany you to your wedding enjoyed their stay at the Barcelo Maya Palace Deluxe.

It will be a pleasure to have you again in this hotel.

Best regards,

Armando Becerra M.
General Manager
Barceló Maya Palace Deluxe
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Fremont, California
Level 5 Contributor
12 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 66 helpful votes
Reviewed 14 July 2014

It's been 2 years since we've been back to Barcelo Maya Palace Deluxe, the family had to go back for the Escargots and the Snorkeling. Again, our vacation expectations are: Nice beach, Great food, Great Drinks, Nice pools, Pleasant people...
Ok, we didn't get the 81xx room and they gave us 877x which was not so far from the pool and restaurants.
We did talk to some people there and they seemed to think the quality of everything was down from years before, but I didn't see much different, at least this year on Friday, we got fresh big lobsters grilled. My wife loves the Rambutan and Granada like fruits which didn't exist until the last 2 days of our trip.
The Room was clean as usual and we got checked in even before 3PM (we arrived at 1:30PM - went to lunch and came back, the roorm was ready).
This time we got the experience, booked specialty restaurants (only 3 per day max) as soon as we got our room : French, Carribe and Ridozo (we didn't like Japanese restaurant much). Next morning, we booked the 3 restaurants again for the other 3 days.
For those who've never been in Barcelo before, the Palace Deluxe is the top of the line, yes, it's more expensive than the other 3 in the same resorts, but it's worth it.
Read my 2 year old review on Barcelo Maya Palace Deluxe for details.
This time, I'm going to just show some tips on how to get the best for your money.
1- When you book the flight, make sure it landed before noon or noon so you can have time to enjoy the food and the beach because it's hot all day long.
2- When you leave, try to get flight at earliest 3PM or later so you can have a nice lunch or breakfast before getting picked up.
3- If you have 2 adults and 3 kids, talk to Barcelo to get 1 room instead of 2 and save money - Expedia will require 2 rooms. Only Barcelo Maya Palace Deluxe has 2 extra sofa beds in each room.
4- Find a good transportation from Airport to Barcelo, we always used Best Day (with Expedia), paid more and have to share ride with others while other transportation companies may just give you your own shuttle and cheaper - Best Day called me early in the morning and threaten to cancel my "PAID" returned ticket if I don't come down and see them before NOON, I thought it was my vacation and I already paid for my return ride (I don't believe threatening me is a good way to try to sell me something). NO MORE BEST DAY for me ever. $50 per person share rides is not really a great deal.
5- If you like Specialty restaurants, book them as soon as you get your room, be nice and tip the lady well and you may get the good hours and the next day bookings, especially if you have many parties wanting to sit together.
6- Wake up early before 8 and book Catamaran for the day if you like sailing, it's free. If it's your first time, enroll in a class, it does help and it's fun also, especially with Marco, very experienced and good instructor - I did tip the man for his passionate instructions.
7- Kayaking is also free, no need to make reservations.
8- Some Fridays may have lobsters (if it's the season), don't book the specialty restaurant if you love lobsters, they're fresh and grilled soooo good.
9- If you like something in the specialty restaurants so much, you can order it again, the "NICE" waiters will give you seconds.
10- Brazilian Skewers in the Ridozo is really good, at least try it once - The chicken - the rib eye are so tender and tasty.
11- Bring beach water shoes (Walmart $4.99) for stepping on corals and rocks to see the fishes.
12- Bring waterproof video camera to shoot the fishes and the sea turtle, the water is clear and the pictures will come out great.
13- Again bring many dollar bills for tipping, the people are very nice and they really appreciate the good gestures.
14- Bring long pants for specialty restaurants or you will have to wear some oversize pants the restaurants provide.
15- Try to get the table inside if you have kids, because some people may sit inside, but go outside to smoke next to your table - imagine, 5-6 smokers blow smoke at the same time quickly so they can go back inside to eat - yes, it's not fair, but what can you do.
16- Jaguar discotheque is also very good. People do wear shorts, T-shirts and sandals.

Sum up the trip - Great food, great service, great beach, massive beautiful pools, nice big room, real drinks... The best thing is they let kids in specialty restaurants while other resorts limit adults only for French or Italian restaurants.

Room Tip: 81xx is the best.
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  • Stayed July 2014, travelled with family
    • Location
    • Cleanliness
    • Service
Helpful?
10 Thank dognmonkey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Director General at Barcelo Maya Palace, responded to this review, 16 July 2014
Dear dognmonkey,

Thank you very much for your preference and your comments!!
We look forward to serve you and your family for third occasion.

Have a good day.

Sincerely,

Armando Becerra M.
General Manager
Barceló Maya Palace Deluxe
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Bayonne, New Jersey
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 14 July 2014

I just came a week ago from my vacation with my mother my son and my cousin was a great vacation. When we arrived the checking was slow but I think to many people checking in @ the same time. The room was beautiful and big enough for was but smell humidity. We went downstairs and complain bout the room we spoke to a supervisor name Felipe Villa and he changed our room for a pool we really love it. The people in the hotel are very nice all of them. The hotel is beautiful and big there is room for every body. My son love the water park. I ask me soon when are we going to come back and he said 2015. I'm sure we are coming back.

Room Tip: As per Oaxaca is it close to everything the beach and the pool.
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  • Stayed July 2014, travelled with family
    • Value
    • Cleanliness
    • Service
Helpful?
Thank dominiquer1979
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Director General at Barcelo Maya Palace, responded to this review, 18 July 2014
Dear dominiquer1979,

We are glad you enjoyed your stay in company of your family, thanks to your feedback Mr. Felipe Villa could assist you immediately.

We hope you visit in 2015.

Best Regards,

Armando Becerra M.
General Manager
Barceló Maya Palace Deluxe
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Yonkers, NY
Level 6 Contributor
150 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 158 helpful votes
Reviewed 13 July 2014

I went here with my wife and daughter and this is a lovely resort top notch for kids.I will like if Armando Becerra M. please message me here on trip advisor as i need to speak to you as soon as possible.

Stayed July 2014, travelled with family
Helpful?
1 Thank leo_travel_agent
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Director de Relaciones con Clientes at Barcelo Maya Palace, responded to this review, 18 July 2014
Dear leo_travel_agent,

Please let us know how we can help you, be so kind to send us your comments to the following address: secdireccionpalace@barcelomaya.com

It will be a pleasure to assist you!

Best regards,

Customer Service
Barceló Maya Palace Deluxe
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Marlton, New Jersey
Level 1 Contributor
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 13 July 2014

When we landed in Cancun, we had booked USA Transfers in advance, who greeted us at the airport. They were on time, very courteous, and made the 1 hour trip, comfortable and enjoyable. We arrived at the hotel and were amazed at the beautiful gardens and the impressive lobby as we pulled in. We checked in, while the kids ran to the windows to enjoy the beautiful views. Check in took about 30 minutes, and our room was available upon check in time (3:00pm). We had 2 adults and our 5 children, so we requested our rooms be close together. We were happy to find that they gave us adjoining rooms not too far from the pool and beach. The first thing we did, was grab some lunch at Coral Grill, where we met a waiter named Russell. Russell made our day! His courteous service, friendliness, and outgoing personality kept us coming back, to enjoy our lunch with him almost every day. He made a birthday very special for one of our family members and remembered all of our names, every time we came back. The property, pools, and beaches were magnificent! Swim up bar was Great, and the bartenders were friendly and it didn't take long to get a drink. Keeping track of your towels was an inconvenience, and the fact that if you didn't get out early to get a chair by the pool, you wouldn't get a seat. There were plenty of chairs along the beach, and the ocean water was beautiful, but there were several patches of rocks as you entered the water. You had to be very careful not to cut your feet on the rocks. With that being said, the rocks were home to a variety of fish, that we were able to see while snorkeling. We brought our own snorkel gear and would recommend this if you plan to snorkel. The convenience of going when you want, with your own gear is well worth it. My son actually saw a sting ray while snorkeling.
The specialty restaurants fill up quickly. We couldn't try all the places we would have liked. Our favorites were the French and the seafood restaurants. Jaguars Disco, was a hit with our older children, which would go and dance almost every night. The food in general was very good. There was something for everyone. The breakfast buffet had build your own omelette's and and a large variety of choices for the whole family. In closing, we would like to say, that we read many reviews that made us uncomfortable with our choice. After our trip, we would have to say that we found most of the reviews were untrue. This was truly, THE BEST VACATION EVER!

  • Stayed June 2014, travelled with family
    • Value
    • Cleanliness
    • Service
Helpful?
2 Thank clquinn61
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Director de Relaciones con Clientes at Barcelo Maya Palace, responded to this review, 18 July 2014
Dear clquinn61,

It is very gratifying to know that you and your family enjoyed the courtesy of the staff , the lobby, the rooms, the french restaurant and seafood; we are glad everyone found something.

THANK YOU for review!!!!

Customer Service
Bareló Maya Palace Deluxe
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 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 (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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