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Reviews (9,106)
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Reviewed 4 April 2018

All the family was happy with the experience. The staff were very friendly and helpful. The hotel and grounds were very beautiful, well organized, clean and safe. The food at the buffets and at the restaurants was delicious. A lot to do and wish we had more time. Would definitely return. Make sure to visit the Kantun Chi Ecopark where you can explore an underground cave and several cenotas.

  • Stayed: March 2018, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
Thank 131youseft
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 6 April 2018

Dear 131youseft,

We very much appreciate and value time, your great review will share it with our team. As encouragement to all of us, to keep striving for the most memorable quality of service. Thank you for letting us know we have go beyond your expectations.

Please allow us to keep pamper you and your loved ones on your next visit to Baceló Maya Palace.

Warm Regards,

José Luis Serratos
Manager on Duty.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 April 2018

It was 5 night stay. The food and service is very good. Well maintained property, pools, kids play area. We've used their kid’s club camp for a day as well. Night entertainment is ok. Overall it is an excellent resort.

  • Stayed: March 2018, traveled with family
    • Value
    • Sleep Quality
    • Service
Thank gko260
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 6 April 2018

Dear gko260,

We are overwhelmed with pride to have created for you such an outstanding vacation experience on all the aspects.

Thank you, for making Barceló Maya Palace your destination of choice. Your words and expressions will serve to motivate us even further. To achieve our guest total satisfaction. We are all at your service for any future stay.

Kind Regards,

José Luis Serratos
Manager on Duty

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 April 2018

We had a very nice vacation at the resort for our family of 12 in three generations. The resort offered activities for everyone from the baby pool for the 1-2 years olds, snorkeling for the middle generation, to the ocean swims for the grandparents. The rooms in the palace were spacious and had everything you need for a nice vacation from a big and comfortable king bed, a nice balcony, a great shower/bathroom, to a fully stocked fridge. The air conditioning worked reasonably well. Everything was very clean and almost all day you could see employees cleaning up and collecting trash and empty cups. Our very early check-in went smoothly and quickly even though the rooms were not ready (you can’t expect that at 9 AM), but we could use all the amenities of the resort. Also the architecture and landscaping of the area was very appealing.
We were lucky that we soon found a nice area with a big table for all of us in the Mirador Buffet with two excellent servers. After a few visits Hermenegildo Citok and Misael Hernandez remembered us, prepared the table with the two high chairs for the youngest, and provided excellent service with the drinks and the cleanup. The selection of food in the connected Mirador and Hacienda was just amazing and offered something for everybody. Overall, we had a very relaxing time.
The wifi is not free though, but makes for a great vacation away from work.

  • Stayed: March 2018, traveled with family
    • Value
    • Cleanliness
    • Service
Thank hiking-har
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 6 April 2018

Dear hiking-har,

We would like to express our gratitude for the comments you have made on your recent visit to Barceló Maya Palace. This way can understand, how our guests have fully enjoyed their stay. Our main goal is to achieve the maximum satisfaction of our customers, we are so glad we have achieved this with you.

Once again, we appreciate your valuable opinion, we hope we can have the pleasure of having you back very soon.

Yours Truly,

José Luis Serratos
Manager on Duty.

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Reviewed 4 April 2018

We have stayed at MANY resorts in Mexico and the service and food was awful here. We would NEVER come back to this property. The grounds were beautiful, but the food, service and alcohol was awful! The Tokyo restaurant and Italian restaurant were good, but nothing else was good. Several people in our group of 20 go stomach sickness from eating there. We have never been someplace where the staff seemed so unhappy and unfriendly. It was as if they were pissed to have people visiting. With all of the bad press about Mexico, you would have thought they would be glad to see people still traveling there.
Then there is our room- our air conditioner never worked properly. It was always warm in our room and smelled like mildew. We called to have extra towels delivered so we could have clean ones for our shower in the morning. They kept transferring me and finally the 3rd time I called back they said they would have some sent right away. They never showed up! Not surprised!! There are a lot of things to do at this resort which makes it nice when traveling with families, but I would never go back and spend the money we did for the service & food that we received.

Stayed: March 2018
4  Thank rjshim
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 9 April 2018

Dear rjshim,

We highly appreciate you taking the time to provide us with such candid feedback of your stay.

I regret to hear that your stay did not meet your expectations. Please rest assured that your issues have been forwarded to the corresponding departments who are already taking the necessary measures to address the problem and prevent any future occurrences.


Thank you again for your remarks, and we hope you give us the opportunity to show you the improvements we are making on our service.

Warm Regards,

José Luis Serratos
Manager on Duty

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Reviewed 4 April 2018

Do not stay at this hotel. Food and room was nice but booze watered down. Couldn't get reservations at restaurants yet there were plenty of open tables. My kids 14 & 16 could do anything without use yet were served alcohol at the pool bar!!!!!!!!! Really Barceló. Basically everything promised at reservation time was a lie. Overall Mexico is bad choice - felt safer going to Chicago the murder capital of US.

  • Stayed: March 2018, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
4  Thank schultzdw
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 9 April 2018

Dear schultzdw,

Thank you for the time invested in your valuable comment. We regret that some aspects of our hotel did not meet your expectations. We will be working with all the staff, so we can provide the best service. Your points of improvement have been analyzed and will help us improve our service and the quality for all our guests.

We hope you will allow us a second chance, at our Hotel Barceló Maya Palace, for an unforgettable stay.

Best regards,

José Luis Serratos
Manager on Duty.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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