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“Front Desk is terrible!!!” 2 of 5 stars
Review of Barcelo Maya Palace Deluxe

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Barcelo Maya Palace Deluxe
4.0 of 5 Resort (All-Inclusive)   |   Carretera Chetumal-Puerto Juarez km 266.3 | Carretera a Chetumal, Puerto Aventuras 77750, Mexico   |  
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Ranked #4 of 15 Hotels in Puerto Aventuras
Philadelphia, PA
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
23 helpful votes 23 helpful votes
“Front Desk is terrible!!!”
2 of 5 stars Reviewed November 21, 2012

This is a beautiful resort that is very poorly run. We recently stayed at Barcelo Maya Palace. At first, it seemed like paradise...beautiful beaches, decent food and nice atmosphere. However, by the second day we could see a lot of other people complaining about the food, the pool always running out of towels (even in the off-season), dirty glasses at the pool, and overworked grumpy staff, especially at the front desk. No one seems to smile at the front desk and they are rude, demeaning and miserable. Our room was filled with bugs, our shower and toilet were moldy and it was always noisy, even though we were on one of the higher floors. When we checked in we had one roll of toilet paper and then never replaced it during our entire stay until we called the front desk several times informing them we needed toilet paper in our room. Typically, we never complain about anything, but had to go to the front desk multiple times for different issues. No one bothered to help us and treated us like they simply didn't care. A few years ago it was so much better...but it has serious problems now and we will never go back. We even had bugs bites all over us from the room. Disgusting.

One final thing...the beds are very uncomfortable and there is a slope from the head to the foot of the bed. The sheets were stained with blood and dirt when we arrived and had to call to have them put fresh sheets on the bed. They desperately need to replace the old, worn out beds and sheets.

The reviewer below was right on the mark...bring bribery money if you want them to treat you with any kind of care or respect for your business. And, be very careful about checking every detail of your bill, especially if you buy things at the gift shop or bill your room for excursions. The front desk is shady and our bill was overcharged about $500 and they argued with us for an hour. We saved all of our receipts and they were wrong, but it took two days for them to admit they were wrong and correct the problem. It made our experience with this resort poor.

  • Stayed November 2012, traveled with family
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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2,416 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (717)
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English first
Toronto, Canada
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed November 21, 2012

It was our first trip to Mexico and we were a bit weary that this trip would not be as good as our previous destination of choice- Jamaica. It was a bit of a trip from airport (about an hour-and-a-half) but the moment we and our 5-year-old stepped onto the property, we were amazed at the sheer beauty of the grounds and this was just the beginning! You feel like you are walking in the beautiful park and every new turn is bringing something new and unexpected- cudos to the property planners!

The staff was extremely helpful, the rooms were very nice and clean, the food selection was at least on par, if not better, with outher 5-star Caribbean resorts. Although we did not get a chance to visit all the restaurants, buffet and snack bar offered sufficient choice for a family of 3 (even admitting that it's all-inclusive, how many salad/ open bar/ desert choices one can go through, really?)- everything was extremely fresh and presentation was great. Seafood is amazing!

I was very careful about choosing the resort as spend a lot of time on the beach and I surely made the right choice- this property has everything for everyone, tranquil waters with fish swimming close to the beach (kids are having a blast feeding it (please buy fish food from the store as the bread from the kitchen can be noxious to little fellows); a bit of the rocky formations that can be explored; snorkeling is definitely, a must! Adult pool is a nice touch, too.

Activities for kids: this is somthing that deserves it's own chapter- starting from the great water park for kids, already mentioned beach where even the shyest kids can find friends and can be introduced to swimming without fear of the waves, and going to Barcy club where there are activities for kids of any ages- it's great to see kids from various backgrounds interacting with each other from the get go (pinatas, face painting, arts and crafts, soccer, supervised waterpark play, you name it...)

Yes, there are parties, but that is the reason people go on vacation- to relax, have fun. I am more of the opinion that this resort is more geared towards the family and somewhat mature audience, rather than wild partygoers and that was a nice touch, too, since we do fall into that category.

If you want to have additional tours, they are available in abundance so no one will be left disappointed. We will be coming to the same resort in the future.

  • Stayed November 2012, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Los Angeles, California
1 review
8 helpful votes 8 helpful votes
2 of 5 stars Reviewed November 20, 2012

The Hotel looks nice.Nice beach.Very close entertainment.You can hear laud music up to 2pm.Food can be better.Every day almost the same,except restaurants.But most important uncomfortable bed and pillows.We could not sleep at all.Never will go back.

Room Tip: Take with you pillows
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  • Stayed November 2012, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed November 20, 2012

We have two kids, 3 and 5 and we spent last week at this hotel. We were just overwhelmed by the immensity of the Barcelo complex. The Palace being the most expensive one to lodge, truly put the emphasis on the landscape, cleanliness and service. The hotel is just awesome, service is to it's upper most standard, the beach is great and lots of activities for kids, but... FOOD. I was not really impressed. Breakfast buffet was good, lunch buffet were simple and recurrent. Restaurants a la carte were very disappointing except for the Caribe (fish and sea food) which was very good. Still throughout, service was flawless. I had a burger at TGI Friday at the Cancun Int'l Airport on our way home and it was great. So, I wandered, why couldn't we have this simple yet tasty food at a hotel that cost 5.5k per week.
One other comments is the wifi Internet which is not free. 12$ per day... This is a rip off. But thinking about it, it kept me away from my email for the entire week... But it could have been free.

Otherwise, I strongly recommend this hotel

  • Stayed November 2012, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ottawa, Canada
Reviewer
5 reviews 5 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed November 19, 2012

This was our second visit to the Barceló Palace and we would definitely recommend it.

The resort is huge but we found it easily walkable if you aren’t in a rush, you’re on vacation so you shouldn’t be. There is also a trolley system, however we never took it because we didn’t feel like waiting for it (you never knew when it was coming).

The resort is beautifully landscaped with lots of wildlife, we even saw deer on three separate occasions right outside our room.

The rooms were nice and clean although they can be a little noisy in the morning, you can hear people walking and talking by your door and the walls are thin. The rooms were stocked daily with pop, ice tea, beer, and snacks.

The beach is excellent and the water was always calm and clear. There are lots of loungers and palm trees for shade when it gets too hot. For a resort, the snorkeling is excellent. We saw sea turtles everyday and there is a great variety of fish and we even came across a stingray.

The pools are huge but there wasn’t anyone using them when we were there, at least at the Palace, however, there is a separate kids play pool and it was always busy.

November is a great time of the year to visit as the resort was only 59 percent full so there was never a problem getting a good spot on the beach or getting a reservation at the a la carte restaurants.

The buffet restaurants are good (we recommend getting the chicken fajitas at lunch as they are the best we’ve ever had). The a la carte restaurants are mostly good, however I’d stay away from the Brazilian restaurant at the Palace unless you like dry meats (except for the chicken that was excellent). Santa Fe and Kyoto were our favorite restaurants.

There are many bars throughout the resort which are great, including the bartenders. If you want to meet people just sit at the bar, everyone is very friendly. Drinks were excellent, alcohol was not watered down like other resorts and there are plenty of premium brands. Tips were appreciated but not expected. Even though we stayed at the Palace, we always went to the Colonial lobby bar post beach/pre-dinner because it was open air. There are TVs in all the lobby bars (mostly playing soccer with the odd football game) and light snacks. The only knock on the alcohol was the house wine. The one glass of white wine I got was not drinkable so I didn't order it again.

Internet access was the biggest disappointment. You have to pay for it which was disappointing for a “premium” resort. At approximately $12 a day or $45 for 7 days it wasn’t worth it for us.

Room Tip: Top floor are quieter
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  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fort McMurray, Canada
Contributor
11 reviews 11 reviews
8 hotel reviews
Reviews in 9 cities Reviews in 9 cities
22 helpful votes 22 helpful votes
4 of 5 stars Reviewed November 18, 2012

My wife and I spent the last week at the Barcelo. Upon arrival we were extremely impress with the sheer size and beauty of the main lobby and the rest of the resort. They had a fantastic beach in a palm tree grove, warm water, with wild turtles and fish, beautiful rooms, great bathrooms, and a HUGE pool. YOu were also able to rent a number of sail boats and other water crafts right on the resort. We really enjoyed our time there! The wedding we went for went off without a hitch and the bride and groom were extremely happy with their experience as was the family and friends who attended..

If i had to make 1 complaint it would be be about the food. I felt as though i was eating bland canned food the entire time. There was not a lack of options though. In comparison to some of the other resorts we have been to, It just didnt taste very good.

Definitely a beautiful resort, and wish we would have got married there instead of 10 minutes down the road.

  • Stayed November 2012, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Depew, New York
2 reviews
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed November 16, 2012

My husband and I have visited this property for the 4th time. The Hotel was superb - the property and people that work there were the greatest. They have made our trip most memorable.
We have to comment on Olympus Tours who were responsible for our transportation to and from the hotel. We were suppose to leave the hotel on the day Storm Sandy hit. We were returning to the States and according to the television, all flights were cancelled until the storm was over. I contacted the transportation company, Olympus Tours and the lady we talked to said very calmly to contact our air lines to re-book the flight and to call our travel agent to extend our stay at the hotel. After dialing the number she gave for the airline, our return flight was re-booked. We then contacted our travel agent in the states and she was able to negotiate an additional 2 days at the resort. This took approximately 30 minutes. I then contacted Olympus Tours and they gave us a pick up time for the day we were to depart. I was so appreciative of the way they were able to help us. Thank you so much Yaneri and Jairo.

Room Tip: Rooms are ok except some of the rooms are a long walk to the pools, beach and restaurants.
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  • Stayed October 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Barcelo Maya Palace Deluxe

Address: Carretera Chetumal-Puerto Juarez km 266.3 | Carretera a Chetumal, Puerto Aventuras 77750, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Aventuras
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Family Hotel in Puerto Aventuras
#3 Top resorts Hotel in Puerto Aventuras
#3 Luxury Hotel in Puerto Aventuras
#3 Spa Hotel in Puerto Aventuras
#3 Romantic Hotel in Puerto Aventuras
#3 On the Beach Hotel in Puerto Aventuras
#4 Business Hotel in Puerto Aventuras
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Barcelo Maya Palace Deluxe 4*
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 Deluxe Riviera Maya/Puerto Aventuras, Mexico

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