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Maroma Resort and Spa by Orient-Express: Traveler Reviews

5.0 of 5
Highway 307, Kilometer 51 | Solidaridad, Playa Paraiso, Playa del Carmen 77710, Mexico
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Maroma Resort and Spa by Orient-Express
Ranked #2 of 10 hotels in Playa Paraiso
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608 reviews from our community

Traveler rating
    462
    79
    23
    29
    15
See reviews for
Families
31
 
Couples
358
 
Solo
13
 
Business
10
 
Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Date Rating
New York
Contributor
20 reviews 20 reviews
12 hotel reviews
Reviews in 10 cities Reviews in 10 cities
26 helpful votes 26 helpful votes
“Not "paradiso"”
3 of 5 stars Reviewed December 27, 2012

There are many wonderful, even spectacular, features to this hotel, but "paradiso" it is not. We go to Hawaii and South East Asia regularly and there you find paradise - if you choose the right hotel.

That being said, the sugar white beach with the most wonderful blue canvas beds we have ever found (see pictures) make your days lounging at the beach a remarkable delight. In all our travels we have never found such a comfortable and luxurious beach experience.Also, the view from our ocean front room was positively dreamy, and margaritas were the best we have EVER tasted.

On the less positive side, our room was quite small and the bath drain did not drain. All the rose petals scattered around each night did not make up for the fact that repeated attempts to get it fixed did not work. We ended up standing in ankle deep soapy water whenever we showered. Lots of smiles, and "Oh, so sorry" comments aside, they didn't get it to drain until our last day there.

Most annoying, however, was the hovering by the staff at lunch and the "ceremony of getting to know us by our first names". We were asked repeatedly by different wait staff what our names were. The first day when I attempted to say, "Mrs. ___", I was told, "Oh, no, I must have your first name so we can be friendly. Deliver me! My husband and I were in Cancun for a long weekend to reconnect and decompress from our hectic lives. Were not there to be chatted up by a zillion people wanting to make friends. A zillion is an exaggeration. At one lunch we counted 11 different times we were interrupted - being asked our names, wanting to know if everything was going well, whether we liked the weather, whether we liked the food. We smiled and were polite. What we really wanted to say was, "PLEASE, LEAVE US IN PEACE!...and, by the way, where is our lunch?"

The "harassment" continued on the beach. Just try to read a book when you are interrupted regularly to be offered various treats. Again, we smiled politely and said "No thank you" each time. About eight offerings , someone came by with ice cream. He did not take "No thank you" for an answer. He wanted to know "Why not?" Both my husband and I lived in Mexico as young adults and this reminded us of the vendors who never left you alone on the beaches in Acapulco. While all the treats offered here were gratis, the interruption was just as irritating. Maybe a "Do not disturb" sign for each lounge chair would be a good idea.

This hotel needs to rethink its approach to guests. At the Aman resorts you almost never see the staff. Somehow they keep an eye on you and when you need something, it (or someone) appears. That, in our minds, is paradise.

Room Tip: Each room is a different size so it is hard to tell what you will get in each category. We got a gre...
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  • Stayed December 2012, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Ask MadisonSkidmore about Maroma Resort and Spa by Orient-Express
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MaromaResortandSpa, General Manager at Maroma Resort and Spa by Orient-Express, responded to this review
December 29, 2012
Dear Madison,

We truly appreciate for you taking the time to share your feedback with me and our Tripadvisor readers concerning your recent experience in Maroma Resort and Spa.

I exhort and appreciate the comments from our guests as it nourishes me with important information that allows us to enhance our product and improve our service with continuous assessment.

Being in charge of the General Management of Maroma Resort and Spa, I personally looked into your feedback about the drain in your room as this is not a standard procedure, much less our idea of providing an upscale service, following up on this comment with our maintenance Manager, as well as with our F & B staff so as to review our service approach with our guests.

I only hope to have the opportunity of welcoming you back in the near future and provide you with the service you deserve.

Kind Regards,

Federico Echaiz
Managing Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chicago, Illinois
1 review
“The best wedding ever”
5 of 5 stars Reviewed December 18, 2012

After coming to Maroma for many years, we knew that it was the only place on earth to invite our family and friends for a destination wedding. Not only were our hopes and expectations matched; they were exceeded. The staff is personal, kind and genuinely attentive. The management and planners are thorough, imaginative, resourceful and personable as well. Every event of our three day celebration went off without a hitch.
The area is romantic and beautiful. The resort is authentically Mexican and Mayan, and proud of their traditions. The beach is the best on Riviera Maya: what a great spot to be married outdoors. The landscaping and architecture is superb. The food and Chef are out of this world. The wine list is international and has depth. The name of the game is service, service and more service any time of day.
Then there are the beach beds, Freddy's Bar, the Kinan Spa (the cathedral ceiling here alone should not be missed, not to mention the services and staff once again) and .... This is as close to perfection as one can get here on earth. Every one one our friends and family left awed and transformed. Mi Casa es su casa is the password here in their little paradise. Here people do not just say it, but live it.
If you like big corporate impersonal monstrous resorts. This is not the place for you. If you are mean and angry, stay away because this place is our home, and the people who work there are our friends and family. We want it to stay that way for our next visit which cannot be soon enough.

Room Tip: Every room is very different which adds to the character of the resort. Be sure to request all you n...
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  • Stayed December 2012, traveled as a couple
    • 5 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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Ask Kenneth B about Maroma Resort and Spa by Orient-Express
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Glencoe, Illinois
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
23 helpful votes 23 helpful votes
“My Two Cents”
5 of 5 stars Reviewed December 18, 2012

Having been to Maroma 40 times; I wanted to respond to the comments about the expensive food. You have to remember that a lot of the ingredients that make up a meal are imported from the USA & other countries. This makes the end result expensive; Chef Juan Pablo makes your dining experience a memorable one.

Stayed June 2012, traveled solo
Was this review helpful? Yes 9
Ask ArnieF about Maroma Resort and Spa by Orient-Express
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York
Top Contributor
50 reviews 50 reviews
16 hotel reviews
Reviews in 27 cities Reviews in 27 cities
21 helpful votes 21 helpful votes
“Beautiful beach, Outstanding service”
5 of 5 stars Reviewed December 17, 2012

My wife and I spent a four day weekend here. The service was personal and exceptional. The staff all knew our names and learned our preferences. Our room was a master suite, quite large and luxurious. We really didn't do many activities, other than the snorkeling boat and a yoga class, but everything was professional and well-organized. My only complaint: the dinners were quite expensive.

  • Stayed November 2012, traveled as a couple
    • 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
Was this review helpful? Yes 1
Ask GracieDog about Maroma Resort and Spa by Orient-Express
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Milwaukee, WI
Top Contributor
66 reviews 66 reviews
41 hotel reviews
Reviews in 38 cities Reviews in 38 cities
43 helpful votes 43 helpful votes
“My second stay and loved it again”
5 of 5 stars Reviewed December 17, 2012

I just HAD to come back here after my first visit - second stay was just as wonderful as the first one! This place is so unique. I love the fact that it is small, staff knows your name and it is so peaceful. The place is magical at night - there are candles everywhere that light the paths in the whole property, it is just beautiful! Maroma beach is beautiful as well and very hard to beat.

It's the special touches of the staff that make the stay truly special. We had a nice bubble bath with rose petals waiting for us one night when we got back to our room - an unexpected treat. At the spa, there was a message in sand for us, wishing us a happy anniversary. Really nice.

We stayed in a master suite, there was lots of room and the bathroom was big. Nice big balcony too. Food was fantastic, one of the nights we were the only table in the restaurant and basically had a private dinner. And of course, I love the breakfasts - homemade tortillas and yogurt were always my favorite part.

Yes, the food is expensive (a bit too much in my opinion), but Maroma is worth the splurge. It's a memorable experience, and if you are looking for relaxation and pampering, this is the place for you! I will be back.

Room Tip: Ocean front room is worth the extra money.
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  • Stayed December 2012, traveled as a couple
    • 3 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
Was this review helpful? Yes 1
Ask KosmoK about Maroma Resort and Spa by Orient-Express
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Maroma Resort and Spa by Orient-Express

Also Known As:
Maroma Resort And Spa By Orient-Express Hotel Playa Del Carmen
Maroma Resort And Spa By Orient-Express Hotel
Maroma
Maroma Resort
Maroma Resort Spa
Maroma Hotel Playa Del Carmen
Maroma Resort And Spa By Orient-Express Playa Paraiso, Riviera Maya, Mexico
Address: Highway 307, Kilometer 51 | Solidaridad, Playa Paraiso, Playa del Carmen 77710, Mexico
Phone Number:
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen > Playa Paraiso
Amenities:
Bar/Lounge Beach Business Center Fitness Center Free Breakfast Free High-Speed Internet Free Parking Pets Allowed Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Romantic Hotels in Playa Paraiso
#2 Luxury Hotels in Playa Paraiso
#2 Top resorts Hotels in Playa Paraiso
#2 Family Hotels in Playa Paraiso
#2 On the Beach Hotels in Playa Paraiso
Price Range: $$$$
Hotel Class:5 star (5*)
Official Description (provided by the hotel):
Welcome to Maroma Resort and Spa, an award-winning luxury beach resort hotel on the Riviera Maya, Mexico. Experience the magic and the beauty of profound well-being in an eternal paradise located in a breathtaking corner of the Yucatan jungle on the Riviera Maya. ... more   less 
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