However, we knew not to expect much because it was the only place readily available for the peak season week. For us, it ended up being a base for trips and other activities before settling in Playa Del Carmen for the rest of vacation.
If we had to spend all our vacation time in Mayan Palace, it would be a major disappointment. I also feel sad for people who bought into their timeshare and have no choice but to spend time there.
There are few positives. It is clean, well-maintained and jungle setting is nice. Most of the staff are professional and friendly. Pools are huge and look really amazing.
Trams to get from place to place usually quite a wait (up to 20 minutes) and they are often full.
The resort is in a remote area. There are no trams servicing main entrance, I guess to make people to use their shuttle service (same thing but at triple cost of collectivos available just outside main gate) or a taxi to town or elsewhere . The walkways are very narrow and poorly lit, are used by guests, trams, service trucks, garbage removal. They do not allow a cab to pick you up at your building, you have to go to a lobby and line up there. Any hotel in Playa Del Carmen, even 3-4 blocks away from beach, are actually closer to beach than closest building in Mayan Palace.
3. Food and drink. Food is good quality but expect to pay higher-end restaurant prices. In other words, for a family of 4, budget at least $200 per day, without alcohol. We ate in Playa Del Carmen most of the time - much better food at a fraction of cost.
If you want, say, a morning coffee or your kids are hungry, good luck. Room service has same (high) prices as restaurants, and at least 40 min before you get it. Restaurant may be a kilometer or so away, with wait of 15-20 minutes.
Pool service is polite but very slow. Service is polite but not eager to please, especially with room service orders. There is a 15% tip added to all services, so why go out of your way to please.
4. Very boring, subdued and quiet. This place lacks usual festive resort, fun atmosphere seen elsewhere. We walked over to Grand Mayan - it was around 8 p.m. on Thursday - even quieter. First resort ever where majority of guests seem to prefer spend time in their rooms.
5. This resort has only one purpose - sell timeshares. It looks impressive, like a showroom. But not much beyond facade. We avoided incentives to attend their presentations, and glad we did.
Bottom line is - if you get an almost free deal and like exploring this spectacular area, it should be OK but we would rather pay more to stay elsewhere. Even if it were free - on last day, we were offered free week for attending a presentation, but declined.
6. Regular room we stayed at, is a small Motel size with dated basic furniture, cheap plastic bathtub walls. TV is very old 80's bulky type. These rooms are usually at a 2* hotels. However it was clean.
7. We have been to over 20 resorts, 9 in Mexico. Mayan Palace wins as the most ridiculously laid out, user-unfriendly place anywhere we have been. However, it is clean, well-maintained and pretty, as a sales showroom should be.
Buildings 1 to 10, 2nd or 3rd floor.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear mosaic :
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We truly appreciate the time you have taken to share with us your impression about your stay at the Mayan Palace Riviera Maya. We are so glad you enjoyed our facilities, restaurants and our staff’s service. They work tirelessly - day and night, to make our guests’ visits the most comfortable experience ever.
However, we are disappointed that we were unable to meet your expectations to the fullest. Rest assured your comments and suggestions will be shared with the appropriate areas. Working to anticipate and exceed your every need is very important to us.
We hope to welcome you back.
Mayan Palace Management
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.