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Barcelo Maya Palace
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Reviews (8,679)
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Reviewed 2 April 2018

Family of four and two friends. Kids 14 and 18 (each with a friend). End of March, for Spring Break. We've been to Riviera Maya, Cancun, Punta Cana, St. Lucia and many other places. Many much better (and more expensive) than this (e.g, Grand Velas), and many similar to this (eg.g Sandos Playacar).

The amazing: Alfredo Chi, Estela Itza and Alexander Vazquez at buffet El Mirador. Incredible service!!!!

The good: Pools (amazing), grounds and room, all very clean. Service was usually very friendly. If you like staying by the pool drinking, this is probably your place. We go for the beach....read below.

The bad:
1) Buffet. Horrible. I don't expect much at all inclusives but this was about the worse we've seen. Breakfast is marginally better. Lunch and dinner, we just went for the kids food or grill. Pastries and bakery are so bad, don't know where to start. As if an effort was made to make it taste bland. But it's a busy resort, so they won't change it, they have too many people coming to worry about it. At night (except for one night), we skipped the buffet and went to there restaurants which were better. The buffet is terrible, by any standards. It was also terrible at Barcelo Punta Cana, so it makes think about the Barcelo brand, but those are the only two experiences.

Beach is terrible (if you've been to Playacar, no need to come here, go to Playacar which is really beautiful). Lots of rocks, sand is thin and seems to have been poured over a concrete slab (or rocks that are there naturally?). Not the caribbean beach we've experienced in other parts of Riviera Maya. Too many rocks to get in, ugly to look at. We've been to a few times to Punta Cana and always comment how the beach in Riviera is so much nicer. This looks like Punta Cana....with rocks.

No wifi at the lobby, really? It is available at the "Mall", but that is not close to where you spend the day. We paid for wifi, and got quoted many different prices...extremely fishy. $9 per day.....no, $35 per week.....no, $30 per week.....no, $5 per day. I have not had an experience like this at other all inclusives. Very low class in my opinion. See check out for more on this.

Room snacks and drinks are poor for a "luxury" hotel

A jacuzzi at the adult pool would be nice. Only at the spa, and you have to pay...come on! (we did pay for a massage and used the jacuzzi). Spa looks good....but there was no hot water in the showers after the massage...

Ugly: Check out: I normally don't complain about this, but in addition to taking 30 minutes, they started giving me a story about the exchange rate at the shops being "different" than the one at the hotel. So my cash payment at the end was calculated with two different exchange rates (16 and 18 pesos per dollar). AT THE SAME PROPERTY! Then, I was asked to sign two papers that showed two different totals (interesting accounting). Then, the lady asked someone "what was the exchange rate yesterday" and was given a DIFFERENT number, so she scribbled over the initial numbers she had written (that showed my totals for the purchases). Then asked me to sign a third paper that showed a "difference". I got really upset. In spanish (native tongue) and english (I live in the US), so everyone could hear what they were doing. Someone said that they have to do this because they get "audited". I wish!! The auditors would have a field day with three different totals and two exchange rates for the same stay! I had to catch my ride to the airport and couldn't stay to argue, but the lack of a sign saying "Exchange rate is" is inexcusable given the questionable practices at check out. We are not coming back, sorry.

Room Tip: Palace has less noise. Oaxaca rooms 8760-8765 are close to the pool and close enough to the beach. Also, not far from Spa and Mall
  • Stayed: March 2018, travelled with family
    • Value
    • Rooms
    • Service
2  Thank globulito
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 5 April 2018

Dear globulito,

Thank so much you for investing part of your valuable time, to share your kind comments with us regarding your stay in our little slice of paradise. We are very concerned to read about your experience with our food and beberage department. We are deeply sorry for the inconveniences that this could cause you and please know it was never our intention to disappoint you in any way. I'm sorry this wasn't all up to your standars.

Our beach is something that the majority of our reviews mention how beautiful it is. Especially because we have a cleaning program on seaweed, unlike other places they don’t have this what so ever.

We have two type of exchange rate and this so we can charge the correct amount to our guest. Other places use a very low exchange rate that will definitely make you pay more. For example the stores on Playa del Carmen, will never use an exchange rate of 18 pesos to a dollar. We very much appreciate your feedback that allows us to continue improving our facilities and services.


Best 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 1 April 2018

Overall a good week, pleasant staff and very good food. The house red and white wines could be upgraded a bit !! The beach is kept in great condition with lots of lounge chairs. The pools are pristine clean.

  • Stayed: March 2018, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
Thank rgordon2120
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 5 April 2018

Dear rgordon2120,

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 1 April 2018

The Barcelo Maya Palace is a fabulous resort. What made this trip so memorable for us was the exceptional hospitality provided by the waiters and waitresses. "A pleasure to serve you" was a phrase we heard daily. A special thank you to Madai and Yhashua! They would come to our table to say hello even when they were not our servers. Madai often complimented my daughter and Yhashua entertained us with his humor and magic tricks. Other staff members that provided a positive impression on us included: Juan Carlos, Miseal, Cayetano, Manuel and Hermenegildo. You should request these lovely people while dining at the Mirador buffet!
The resort itself was clean and pristine. There were several activities to participate in daily, but we enjoyed playing with our family in the pool.
We miss the resort and people already and we just got home last night! The Barcelo Palace will be a place we come back to one day!

  • Stayed: March 2018, travelled with family
    • Value
    • Location
    • Service
Thank mrssarakelly
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 5 April 2018

Dear mrssarakelly,

Thank you for an amazing review! Thank you for taking the time to write about your recent stay at Barceló Maya Palace. Your kind comments regarding the service you received from our staff, will be share to them.

We are looking forward hosting your next vacation.

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 1 April 2018

Our family spent 7 nights here and the service, facility, and activities were amazing! We had mulitple pools, waterslides, and miles of beach to play at every day. The staff are friendly and welcoming, the food is delicious at every buffet and restaurant, and there's even a mall on site. I would recommend this to anyone!

  • Stayed: March 2018, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
Thank haugemelissa
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 5 April 2018

Dear haugemelissa,

Thank you for taking the time to review your stay at Barceló Maya Palace. We are pleased to hear that you had a wonderful vacation with us.

Every detail of your kind review and the exceptional service from the staff make every stay with us unforgettable. We look forward to welcoming you back in the future.

Yours Truly,

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 1 April 2018 via mobile

The resort is sprawling and gives one the impression of mass produced tourism. Clean and well kept but an antiseptic and sterilized version of México. If you like the cruise ship experience, where you get unlimited amounts of cheap liquor, get to stand in long lines, And must reserve your lounge chair at 6am, this is the place for you.

On the flip side, the staff is extremely friendly and hard working.

Stayed: April 2018, travelled with family
Thank Jimbarnett7
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 Jimbarnett7,

We thank you for your valued time and leaving your comments on your review on our Hotel Barceló Maya Palace.
But most important that you compliment on all that great effort and hard work, form each and every coworker that makes this great team.

It is our priority to provide excellent customer service throughout the entire stay and to make happy all our guests. It is a pity that we have not exceeded your expectations; please accept our sincere apologies. We can assure you that we have high quality of alcohol for our guest, I'm sorry if our selection weren´t of your choice.

At times you must stand in line to get the great service we provide, we are sorry for making you wait for this. Even do we have a sign that the hotel does not allow guest to reserve chairs they still do and create an inconvenience to the rest of our guest, Please for give us for this.

Overall we do hope you have enjoyed your vacation.

We will be more than honored if you grant us a second visit to the hotel.

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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