“Mayan Resort Group and RCI are not vacation friendly corporations. They are masters of deception, lying and thievering.”
Be nice to yourself do not book at The Mayan Palace Resort. I was looking forward to a relaxing vacation in Nuevo Vallarta. I was so busy before my vacation that I didn't research the location well before booking. As soon as I booked I looked up The Mayan Palace and was shocked by the reviews by Trip Advisor. I readily called RCI and told them about it. I asked if I could cancel and book somewhere else. The gentleman I spoke to said once I booked it was set in stone, I could not change it. I felt this was not a vacation friendly response. He told me to call the hotel before my arrival and request a room away from the construction. I did, I spoke to a lady in reservations, in Spanish I told her I was looking forward to a relaxing vacation and needed a room away from the construction. She said she would make a notation. So, when I arrived, Sunday afternoon, April 14, I expected a better location. I told the lady that checked me in, about my request. My room was #5408 facing the construction. Right away I came down and talk to the receptionist. She said at this time she didn't have a room in a better location available since I was travelling on my own. But that she would send my request and let me know later. Again, I was let down. I felt I was not in a vacation friendly environment. I never heard anything about a different room. Instead, I had messages about promotions and a welcoming package, which I never received. I went ahead and planned my activities. Since the location is so far away from Puerto Vallarta I was gone early in the morning, about 8AM and back in the early evening on Monday, Tuesday and Wednesday. Thursday was the only day I spent in the resort. The room I got was horrible. It was a basic Master bedroom with two uncomfortable double beds, with hard mattress. There was a small balcony with no furniture overlooking the construction. The sliding doors had no screen doors so I could not leave them open. There was no refrigerator or microwave. No small kitchenette like I would expect in a timeshare resort. The jackhammering noise started at 7AM and ended at 7PM. So, when I returned from my tours I would change right away and go do other activities. There is a shoe in the Santuario Bar & Launch every night. So, if I wanted to go to sleep at 11PM I could hear the music from the Santuario. Some of the nights I could hear the neighbors next door talking loud. Staying in this room was not relaxing and it didn't make me feel I was pampered in a vacation resort. I didn't get to see other rooms. But, the architecture of these high rise buildings are very plane and boring. Who ever design this resort is not a vacation friendly person. Puerto Vallarta Nuevo is not all that. The focus point is the Nayar Golf Course designed by Jack Nicklaus. So, if Golf is your passion and you are going to play 4 to 5 days out of your vacation, Puerto Vallarta Nuevo would be an amazing area to stay. There are a lot of different hotels and resorts around the marina by the golf course. For people like me who like to enjoy the beach and explore Puerto Vallarta, this is not a place to stay. All the interesting activities are in central Puerto Vallarta or in the south. You can visit Puerto Vallarta Nuevo in one day, have lunch in the small marina, check out the Dolphins, take a water taxi to paradise village the golf course and take a walk by the beach. All in one day, that's how small it is! I am very disappointed with The Mayan group and RCI. They are very insensitive to allow people on vacation to stay in this resort close to the construction. the both lack basic customer service skills. #1 Listening to what the customer wants. I did not feel they listen to my request - to be away from construction noise! #2 The best marketing strategy a company can have to be successful by word of mouth recommendations by happy customers. Basic customer service. How difficult can this be?
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 9, 2013
Dear rosa o :
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We really appreciate the time you have taken to share with us your impression about your stay at Mayan Palace Nuevo Vallarta.
For that reason, we are shocked to learn about the inconveniences experienced during your visit since Mayan Palace is always looking to surpass our clients’ expectations of genuine hospitality by providing outstanding locations and service excellence. Rest assured that your feedback will be taken into consideration as it helps us improve our facilities and services. Our primary goal is to ensure you are able to relax during your much deserved vacation.
With all good wishes,
Mayan Palace Management.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.