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“I wouldn't stay here again”

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Mayan Palace Riviera Maya
Ranked #10 of 11 Hotels in Playa Paraiso
Queretaro City, Mexico
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“I wouldn't stay here again”
Reviewed 28 July 2014

Pros:
Good swimming pool absolutely massive and well designed.
The kid’s entertainment staff are excellent.
The rooms are generally good with one big exception see "Cons".

Cons:
If you put the bedroom's air-con above low it sounds like a World War II fighter plane so don't forget those ear plugs for a good night’s sleep.

Probably the worst resort / hotel ever for parking virtually none of the unfinished dirt parking lots are close to the apartment blocks and all of them are way too small meaning if you go out for the day and come back after 8.30pm you'll be parking a long way from your apartment and hanging around for an extended golf cart to service to pick up you and when it arrives there is never enough space for all the people waiting. We returned 11pm one evening and had to park 1km away from our apartment next to construction vehicles not much fun with two small kids. The resort also allows visiting golfers to use the same under sized parking lots as the staying guests.

Forget swimming in the sea as there is a load of sharp corral bed to cut your feet and seaweed to entangle your legs not exactly safe, why they decided to put the resort in this location is beyond me.

Drinks are probably the most expensive in Mexico $90 Pesos ($7.77USD at the hotel's exchange rate) for a non-alcoholic piña-colada. I've been in Mexico for over 11 years and I have never paid more than $60 Pesos for the same drink in any restaurant and most charge no more than $40 Pesos.

Room Tip: Test the air-con for noise levels before accepting your room.
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  • Stayed July 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank MrPabroad
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Socialmediamanager1, Manager at Mayan Palace Riviera Maya, responded to this review, 13 August 2014
Dear MrPabroad :

We are gratified to hear about your visit at Mayan Palace. We are happy to learn that you enjoyed our beautiful pools and really thank you for your kind comment about our staff, as we consider them one of our biggest assets.

We take great pride in creating incredible vacation experiences for our guests; however, after receiving your remarks it appears this was not the case with your stay. Rest assured that your feedback will be taken into consideration as it helps us improve our facilities and services.

Your observations are very important to us.

With all good wishes,

Mayan Palace Riviera Maya Management.
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
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (690)
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English first
Pasadena
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 28 July 2014

My husband and I just got back from our honeymoon. Mayan palace was a great place to stay. The food was awesome at many of the restaurants and the happy hour deals were great. The prices were reasonable for a nice resort. The resort itself is beautiful and very well kept. We were a little far from the pool and the beach but we didn't mind the walk or catching the shuttle. Also, the staff was always very friendly and kind. We did however have an issue with room service one morning. I ordered at 9:45am and was told it would be to us in an hour and 15 minutes. That was fine until it was 11:20am and still no food. I called and they said I put my order in at 10:45 which was not true. Someone must have messed up on their part. The order was canceled and we were not charged for it. I was happy they took care of the issue but disappointed we never got our breakfast. Also, my husband and I were very excited for the tequila tasting on Thursday at the wine bar. We made reservations at the concierge. However, when we got there they told us it was canceled because not enough people signed up to do it. We were very disappointed. They should have done it for us anyways or at least called our room to tell us it was canceled. We had planned our entire night around the tasting. Also, the rooms were big and spacious but the beds were hard and you could hear everything going on outside of your room. All-in-all it was a fun trip and a decent place to stay.

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank RachStinch
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Socialmediamanager1, Manager at Mayan Palace Riviera Maya, responded to this review, 13 August 2014
Dear RachStinch :

Thank you for providing your comments about your vacation at Mayan Palace. We are pleased to learn our staff’s service was efficient. They work tirelessly - day and night, to make our guests’ visits the most enjoyable experience ever. We are also happy that you consider our resort to be beautiful and you selected it to celebrate such a special occasion.

We are shocked to learn about the inconveniences experienced during your visit since we are always looking to surpass our clients’ expectations of genuine hospitality at all our resorts, by providing outstanding service excellence; even when faced with contingencies as the ones described on your comment. Rest assured that your feedback will be taken into consideration as it helps us improve our services. Our primary goal is to ensure you are able to relax during your much deserved vacation.

If we are fortunate to welcome you back in the near future, we are confident your stay will be a unique pleasant experience.

Sincerely,

Mayan Palace Riviera Maya Management.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
42 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 27 July 2014

I booked this resort through my parent's timeshare ownership. I did an exchange through RCI and was able to get the 2 br for 7 nts/8 days. My experience with the resort was fabulous. They tried to get us to do a presentation after we checked in but we declined and they never bothered us again. The room was awesome. Enough space for the 4 of us. Our kids had their own room with their own beds and bathroom. The living was very spacious and the couches pulled out and can accommodate two grown adults. The kitchen just enough to do what we needed to do and the dining room table was very useful. Rooms were very clean. The maids came by twice a day. Once in the morning and later in the evening for turn down service. We were in building 8. Very centralized location. We were near the main lobby and shuttle pickup. It was a bit of a walk to the pool but it was fine. If you didn't feel like walking, you could take the shuttle. Line for shuttle could get a bit irritating because there is no organization. If you were waiting and someone else got there after you and they rushed on before you, then you had to wait longer if it was full. Some people are just clueless with no courtesy to others. Shuttle to town was $5/per person each way. We took this a few times and was fine. Pool was amazing, not deep and opened 24 hours! If you wanted a cabana you better get up early and go get it. First come, first served. People tend to think they can just put their stuff there and leave and not go to the pool until later in the afternoon. We asked some of the staff members how that works and they said you have to be in the cabana physically to reserve it otherwise it can be given away. We didn't utilize the beach. It was not that great. A bit rocky. Pool activities were fun. Restaurants onsite were good. We went to Havana Moon one night expecting to get Cuban food but found out food tend to be more on the Asian side. We were a bit disappointed but still enjoyed our meals never the less. They had live entertainment which was nice. Would recommend getting a table outside. The view is beautiful. The onsite grocery store was expensive so we recommend taking the shuttle into town and picking up groceries from there. We booked an excursion through the travel agency onsite because we were nervous about scams. Seem to have gotten a decent price once we asked for a discount. Wifi is not free and can be costly because they charge you per device. Overall, we were very happy and would recommend this to anyone and would stay again.

Room Tip: Building 1 is closest to the pool and building 8 is central. Close to lobby and shuttle pick up. If...
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  • Stayed July 2014, travelled with family
    • Value
    • Cleanliness
    • Service
Helpful?
3 Thank LVasian
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Socialmediamanager1, Manager at Mayan Palace Riviera Maya, responded to this review, 13 August 2014
Dear LVasian:

Thank you very much for providing your comments about your vacation at Mayan Palace. We are pleased to learn you had a wonderful vacation, that you enjoyed our facilities, the activities, our staff service´s and you perceived the room´s cleanliness.

Your comments are always welcomed. Our primary goal is to ensure you are able to relax during your much deserved vacation.

We truly appreciate your preference and look forward to serving you again in the near future.

Happily,

Mayan Palace Riviera Maya Management.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Pasadena, California
Level Contributor
9 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 23 July 2014

Average resort and ameneties, beach remains a work in progress, the pool reaches max capacity by mid day with a variety of activities offered for all ages. Special shout out to concierge ladies Vanessa and Elizabeth with the assistance in replacing my stolen credit cards and passports when visiting the Royal in Playa del Carmen.

Could have done without the high pressure sales attempts at purchasing additional time shares ... I told them upfront that I would not spend anymore than 90 minutes, the sales gall bolted not to be seen again ... I happened upon the sales presentations later in the day, seemed like all the vacationers were being pressed (I have done my fair share of attending these presentations over the past 20 years)

  • Stayed July 2014, travelled with family
    • Value
    • Sleep Quality
    • Service
Helpful?
Thank GdV001
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Socialmediamanager1, Manager at Mayan Palace Riviera Maya, responded to this review, 14 August 2014
Dear GdV001:

We really appreciate the time you have taken to share with us your impression about your stay at Mayan Palace. We are happy to receive your kind comment about our staff, as they always look to exceed all our guests’ expectations. We are certain Vanessa and Elizabeth will gladly receive your feedback.

We are grateful for your feedback and hope you allow us to host your vacations again.

Happily,

Mayan Palace Riviera Maya Management.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
127 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 68 helpful votes
Reviewed 23 July 2014

Full disclosure - we own here and got suckered into their timeshare speech with lies...BUT, this place is fantastic and we have no regrets. We aren't big on all inclusive resorts so having the option to cook your meals (when you want to) as well as eat at the fabulous restaurants is great for us. Plus you are only 20mins from Playa del Carmen, which typically go to a half a dozen times. I'd suggest renting a car to avoid taxi/shuttle fees.

Other things: This is a HUGE place so be prepared to do some walking, which we loved. If you do stay further away from the pool, they have shuttle carts but walking doesn't take too long. There are many pools on the property but our favourite is the large one near the restaurants...has the most going on.

Speaking of restaurants, the Italian one has some of the best food I've had. The service is outstanding and they really make you feel special. The Havana Moon has a great menu but the service is terrible (at least the two times I've been there) and the music/show is typically appealing to an older crowd - although my in-laws who are in their 60s thought it was a bit boring as well.

The beach is not available for swimming, which is fine with us but you should know that.

I'd say my ONLY complaint is that the drinks are expensive at the pool and the only time I feel they are close to appropriate is during happy hour.

The service here is fantastic and I have to say, they do a good job to make you feel important and on vacation.

  • Stayed February 2014, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Helpful?
3 Thank Greg B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Socialmediamanager1, Manager at Mayan Palace Riviera Maya, responded to this review, 14 August 2014
Dear Greg B:

We really appreciate the time you have taken to share with us your detailed impression about your stay at Mayan Palace. We are delighted to learn your trip was fun and you enjoyed most our food options, our facilities, the accommodations, the pools and our staff’s service. Everyone works tirelessly - day and night, to make our guests’ visits the most comfortable experience ever.

Our goal is to make each one of our guests’ vacations relaxing and we look to please them by making sure they receive all the benefits they are expecting to enjoy during their vacation. We are pleased to learn we successfully made that possible for you and your loved ones. We would like to point out as well, that our prices are competitive compared to other resorts.

We appreciate your feedback and we truly look forward to serving you again in the near future.

Happily,

Mayan Palace Riviera Maya Management.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Orlando, Florida
Level Contributor
22 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed 23 July 2014

This is a beautiful spot. The unit was clean, well supplied and an easy walk to the pool. We had twice a day maid service, excellent food on premises, and friendly and helpful staff throughout the resort. Groceries and food seemed expensive but with pesos to dollar conversion it was no more than a nice resort in the states...maybe less. We took hotel shuttle to Playa del Carmen ($5 USD pp) to Mega store. We had so many groceries (spent $106 USD) that it took 2 cabs to get 6 of us back ($20 USD per) We could have saved a little ($10) taking the shuttle but we were hot and tired so opted for cab. I would highly recommend the Mexican show on Thurs. night. It worked out to be about $65 USD pp. with all you could drink and eat and an amazingly good show it was worth it. The sail to Tulum on the catamaran "Raiatea" was also a great excursion.
We were presented our partial bill on Wed. Night. After reading the complaints of people who were overcharged, I checked it carefully and found it right on target. If you are looking for a great place to stay, try this resort.

Room Tip: Buildings 1-8 are nearest pool. Otherwise you have to ride a shuttle. They run frequently taking you...
See more room tips
  • Stayed July 2014, travelled with family
    • Location
    • Cleanliness
    • Service
Helpful?
4 Thank Catherine B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Socialmediamanager1, Manager at Mayan Palace Riviera Maya, responded to this review, 14 August 2014
Dear Catherine B :

Thank you very much for providing your comments about your vacation at Mayan Palace. We are pleased to learn you had a wonderful vacation, that you enjoyed our food options and our staff’s service. Everyone works tirelessly - day and night, to make our guests’ visits the most comfortable experience ever.

Our primary goal is to ensure you are able to relax during your much deserved vacation, and we are pleased to learn we achieved this goal by reading your comment.

We will be delighted to welcome you back!

Happily,
Mayan Palace Riviera Maya Management.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 22 July 2014 via mobile

What a great hotel.. Met and exceeded my expectations. Beautiful landscaping ,pools, which by the way is huge.. Great food, good people eager to help you in any way...the only downside is the beach, real nice but to much coral so really not an easy access beach... All and all can't wait to go back...

Stayed July 2014
Helpful?
1 Thank Protrknjay
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Socialmediamanager1, Manager at Mayan Palace Riviera Maya, responded to this review, 14 August 2014
Dear Protrknjay :

Thank you very much for providing your comments about your vacation at Mayan Palace. We are pleased to learn you had a wonderful vacation, that you enjoyed our food options, the pools and grounds.

We take great pride in creating incredible vacations and after receiving your remarks, it is great to confirm we have succeeded in doing so for you and your loved ones.

We look forward to welcoming you back and continue making your stays memorable!

Happily,

Mayan Palace Riviera Maya 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 Mayan Palace Riviera Maya

Property: Mayan Palace Riviera Maya
Address: Km 48 Carretera Federal, Playa Paraiso, Playa del Carmen 77710, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen > Playa Paraiso
Amenities:
Bar / Lounge Beach 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 Swimming Pool Wheelchair access
Hotel Style:
#7 Luxury Hotel in Playa Paraiso
#8 Top resorts Hotel in Playa Paraiso
#8 On the Beach Hotel in Playa Paraiso
#10 Family Hotel in Playa Paraiso
Hotel Class:4.5 star — Mayan Palace Riviera Maya 4.5*
Number of rooms: 402
Also Known As:
Mayan Riviera
Mayan Palace Cancun
Wyndham Playa Del Carmen
Riu Palace Riviera Maya
Cancun Grand Mayan
Grand Maya Mayan Riviera
Playa Del Carmen Wyndham
Mayan Palace Playa Del Carmen
Mayan Palace Riviera Maya Mexico

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