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“Nice place, expensive and leave out the "Presentation"” 4 of 5 stars
Review of Mayan Palace Riviera Maya

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Mayan Palace Riviera Maya
Km 48 carretera Federal, Playa Paraiso, Playa del Carmen 77710 , Mexico   |  
Hotel amenities
Ranked #10 of 10 hotels in Playa Paraiso
Chicago, Illinois
1 review
3 helpful votes 3 helpful votes
“Nice place, expensive and leave out the "Presentation"”
4 of 5 stars Reviewed June 11, 2013

Just got back and had a great trip - The "compound" is huge and offers something for everyone, the pools and the beach will not disappoint. However, other reviews are spot on. This place will blow your budget unless you are prepared to go out of your way to save yourself. Food is very expensive, so either bring your own or spend the money for a cab ride to Walmart to get snacks and drinks. They try to discourage this with "no coolers" at the pool or beach. In addition, if you are not in one of the first 5 buildings be prepared to walk a lot - which isn't necessarily a bad thing unless you have little kids, forget something in the room, want to change, etc., etc. The also have a monopoly on getting out the resort for shopping an excursions - for a family of 4 expect to pay a minimum of $44 for a round trip to playa del carmen. If you book your excursion outside of the hotel be prepared to walk to the front gate (3/4 mile) or pay a $3 cab ride. Don't get sucked into the "presentation" unless you have 2 hours to spare and want to be berated (have to explain to 5 different people why you're not interested) if you don't buy a timeshare. Sooo, other than having difficutlty getting to and from and around the resort, the nasty sales people and the crazy prices for everything (Jetskiing $75 for 30 minutes!!!) the place is great. The pools are great, the staff is nice and entertaining, the pool events are fun to watch and /or participate in, the place is clean and well maintained.

Room Tip: Rooms are standard unless you updrage for a charge (of course). Get a room in builidng 1-5 to be cl...
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  • Stayed June 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 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 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Sleep Quality
    4 of 5 stars
  • Location
    3.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (306)
Date | Rating
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English first
Bradenton, Florida
Contributor
11 reviews 11 reviews
Reviews in 4 cities Reviews in 4 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed June 5, 2013

We spent the week of June 27 -July 3. Lots of rain. The resort is absolutely beautiful. The entire staff- from the cart drivers to the maids, is the most friendly and pleasantt I have dealt with anywhere. We stayed in the GRAND LUXXE in a beautiful 2 bedroom suite. Each bedroom had it's own balcony. The entire property is beautiful From the pools at the GRAND MAYAN to the overall jungle atmosphere.The biggest problem we had was with the prices-everywhere. My wife got a sunburn on the second day. I went to the market area, which is very nice, to get some aloe lotion to help. I found an 8 oz. bottle which cost $ 8.00 usd. Here in the USA, probably would be 2.50. In the grocery section, we spent 233 usd. for minimum snacks. The drinks at the pools are roughly 12-18 usd each. We went to a burger restaurant and had 1 burger, no fries, and the cost was 14 usd. As you can see, this is not a place the AVERAGE traveler could afford. We cannot afford these kinds of prices, just average people.

Room Tip: The 2 bedroom suites are large and beautiful. Each has it's own balcony.
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  • Stayed June 2013, traveled with family
    • 1 of 5 stars Value
    • 4 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 9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
San Diego, California, United States
2 reviews
Reviews in 2 cities Reviews in 2 cities
7 helpful votes 7 helpful votes
1 of 5 stars Reviewed June 2, 2013

I've been here since Friday and It was all going well
all staff very friendly and welcoming!
Until the rain came...
Are they kidding me! it's a tropical place and they know it pours here!!!!!
As I write this review my suite in The Bliss is entirely flooded. We've called twice
to know what will happen with us and no reply!
They send two ladies to clean the entire 1st thru third floors Really??? Again....
All floors are flooded, saw a couple trying to move from 2nd floor to our (3rd) only to realize it was much worse.
The second time we called we got transfer in and out of the lobby offices
about 3 times.
And currently waiting for a damn call to see if we need to pack our things and go!
Until now we were planning on coming back with the entire family, but not anymore.
.........
They do not meet any securities standards whatsoever when it comes to flooding, water is pouring out of the elevators and the hall lights.
....
Could say a lot more but I'd rather pack my things, for obvious safety reasons.
Rental car might be safer than this super expensive suite!!!

  • Stayed June 2013, traveled with friends
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Socialmediamanager1, Manager at Mayan Palace Riviera Maya, responded to this review, August 15, 2013
Dear Taniia L :
Thank you very much for submitting your review while staying at one of our resorts.

We are shocked to learn about the inconveniences experienced during your visit since we are always looking to surpass our clients’ expectations of genuine hospitality at all our resorts, by providing outstanding locations and service excellence; even when faced with contingencies as the ones described on your comment. 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.
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Chicago
1 review
6 helpful votes 6 helpful votes
1 of 5 stars Reviewed May 31, 2013

Being in Cancun for a week I was expecting a great and never forgettable experience. Unfortunately that's not what I got by staying at this resort. The people who worked there seemed to take joy out of purposely sending us to the wrong places, making us walk all over the place back and forth. It was beyond frustrating. No one seemed to be helpful after we checked in. It is a beautiful place, especially the beach but the people and the stress was not worth it. I will never return to Cancun, if this place has such rude and terrible service and how much we paid, I don't even want to see how the other places are! Worst week, worst vacation ever.

  • Stayed May 2013, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Socialmediamanager1, Manager at Mayan Palace Riviera Maya, responded to this review, August 29, 2013
Dear Ann G :
We would like to express our sincere appreciation for taking the time to submit a review about your recent stay at Mayan Palace.

It is disappointing to learn that your experience was not satisfactory. This will be addressed by the appropriate areas as we always work hard to have a clear communication with our honored guests.

If we are fortunate to welcome you back in the near future, we are confident your stay will be a unique experience.

Yours sincerely,
Mayan Palace Riviera Maya Management
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
phila. pa
Contributor
17 reviews 17 reviews
6 hotel reviews
Reviews in 13 cities Reviews in 13 cities
21 helpful votes 21 helpful votes
3 of 5 stars Reviewed May 29, 2013

Despite the negative comments I'll be sharing, we did have a good time at the Mayan Palace resort. We had a one week stay there the week of May 17-24. I took the advice of several Tripadvisor contributors and requested to stay in bldg 1, 2 or 3. (A month before our stay I sent an email to the concierge requesting those buildings and when checking in I made my request again). We stayed in bldg 2 on the 2nd floor. Our room was a 1-2 minute walk to the pool area. Thankfully, I read several reviews so I was prepared to not be able to go into the ocean because of so many coral rocks. There were only a few people in the water. I'm assuming they had some type of water shoes on. The grounds are very well kept. We did have a balcony, but it wasn't big enough to put chairs on. I wouldn't have sat out there anyway because our view (as with most rooms there) was of the "jungle"....very high green plants and trees. (I noticed balconies at a Grand Mayan bldg were definitely larger). We stayed in a one bedroom suite. The wifi in our suite was horrible. I had to have a signal booster device placed in our room. There was a 2000 pesos charge placed on our room charges, but it was removed when we returned that device upon check out. The booster device made the wifi much, much better. Although we had no plans of buying into the time share, we did go to the presentation. In return, we received a $100 room credit (it covered the $95 charge for wifi access for the week) and we got 10% off our total room charge bill. Also we were taken to breakfast at the Del Lago restaurant buffet on the property. (Bkft buffet at that restaurant is $28 per person). The pool is HUGE and definitely heated. It is pricey to eat at the restaurants on the property. But the food was delicious everywhere we ate. The live music at night in the Havana Moon restaurant is nice. The fitness center is well equipped however there is a charge of $24 per person for week long access to it. To reserve a tennis court is $10/hr. As others have said, it is a saving to go to the supermarket to get food to cook in the room; however we only bought food to eat bkft in the room a couple of mornings.

I must say that the ladies who staff the concierge desk are very professional women that go out of their way to be helpful to the guests.

We did make the mistake of allowing ourselves to be stopped by the somewhat aggressive timeshare solicitors at the airport...they are all lined up as you head out to get to the shuttle area. We went to a timeshare presentation at the Krystal hotel in Cancun. It really wasn't worth the free massages, free breakfast, Mexican blanket and bottle of Tequila that we got for attending that high pressure timeshare presentation. The driver picked us up at the front gate of the Mayan Palace the day after our arrival. On the way to the Krystal hotel we were pulled over by the police because the driver was speeding. The driver said the tickets were expensive and had the audacity to ask us for money for the ticket. Needless to say we gave the driver nothing! I guess it makes for a good story though. LOL

During our stay I talked to some guests who had also stayed at the Mayan Palace property in Los Cabos and Neuvo Vallarta. They said those properties are better because you can actually go into the water....no large amounts of coral rocks. I'd recommend this Riviera Maya property as long as the guest is aware and is willing to accept the beach situation and the prices at the restaurants. It truly was beneficial for us to have stayed there through our Global Discovery Vacations membership because of the low cost our stay. There are other islands we want to visit, but when we go back to Mexico, I'd have no problem staying at the other Mayan Palace locations I mentioned....and I think we'll stay in one of the Grand Mayan buildings.

Room Tip: Stay in buildings 1, 2 or 3...close to the pool area, the restaurant and the beach.
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  • Stayed May 2013, traveled as a couple
    • 3 of 5 stars Location
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kansas City, Missouri
Senior Contributor
21 reviews 21 reviews
6 hotel reviews
Reviews in 12 cities Reviews in 12 cities
12 helpful votes 12 helpful votes
4 of 5 stars Reviewed May 29, 2013

We stayed at the Grand Mayan/Mayan Palace in June. It is a very large property with several different resorts sharing facilities. It is not all inclusive so you do have to pay for meals or pay for taxis to take you into town. There is a nice market on site with food and the rooms include kitchens to be able to prepare your own meals.
There were tons of beautiful pools.
The beach was ok, there were quite a few walks, but the water was a gorgeous blue.
There were many food options and you did have to make reservations but it was a simple process.
Because the rooms were far from the main area with the restaurants and pools you either had a long walk (about 10-15 minutes) or you took a tram that came by every 10 minutes.
There were lots of animals around such as birds and iguanas.
There were many bars. All the staff were friendly. Though we did have some problems with the arrival of a package from delphinus being delivered.
The room was cleaned well and timing was good that it was done when we weren't there.
There was a golf course on site, but we didn't use it.
There was definitely some sales going on, they wanted you to buy into their vacation club.
I would stay there again, it was a lovely resort with good food, great pools, and a decent beach.

Stayed June 2012, traveled with family
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ottawa, Canada
1 review
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed May 26, 2013

I would not recommend this place to anyone, unless you have bottomless pockets and are happy to part with vast amounts of cash for very little in return. Everything in this place is designed to extract more money from the "guests", and nothing will be given for free (not even a complimentary drink when you arrive, like most resorts do, or a complimentary bottle of water in the room on the first day).

We went to the Mayan Palace because we needed a room with a kitchen since we have a 10-month old and would be staying in for dinner because of his early bedtime. Although suites have kitchenettes, the only convenience store on the resort has very little real food for sale, and whatever is there is super overpriced. 4$ for a jar of baby food (and most days there was none available), 6$ for a loaf of bread, 5$ for a jug of water that is 1,50$ in any convenience store in Mexico, etc. No fresh meats, only a few sad looking fruits and veggies, pasta, but no pasta sauce (or strainers in the rooms for that matter), etc. You get the picture. There is a daily shuttle to Playa del Carmen, where you can get real groceries, but they charge a fair bit for it and charge full price for all kids, even infants that stay on your lap!

As for the other amenities, you will walk by the Royal Mayan pool each time you go to the store, and it looks very nice with lots of shade, etc, but don't get too excited because as a guest of the Mayan Palace, it's off limits to you. The pool for Mayan Palace people is nice enough, but it gets old after a few days. It's also shallow everywhere and way too warm to be refreshing, and you will have to go early in the morning to get a shaded seat. The beach is a better spot to get shade but you can't swim. The other problem is that most rooms are far away from the pool, beach and store, so if you go, request a room close to the pool. Our building (#16) was a 10 minute walk from the pool and the store, and in the heat of May, it made for many uncomfortable walks. We only tried the restaurant once, and surprise, it was overpriced. The waiter also said ok when I asked for an extra of frijoles for the baby (like a quarter cup), but made a fuss about it and said "only this time". All that aside it was also the least tasty of all the restaurant meals we had in our 3 weeks in Mexico.

If you agree to go to the sales pitch, be warned that it will not be 1.5 hours as they tell you when signing you up. Ours lasted 3 hours and even though we told them after 2 that we weren't buying anything and that we had to go to get our baby to bed for his nap, they would not let us go and we were too polite to leave. Adding insult to injury, the sales woman told me sternly to keep the baby quiet and at the same time, scolded me twice for not giving her my full attention while I was trying to prevent an imminent break-down of a bored and exhausted baby! Unreal.

The only saving grace of our week there was that the rooms are nice enough (though the beds are so rock hard that we slept on the couch the last few nights -- but as the sales lady helpfully told us, people who pay for better rooms get better beds), the Mexican staff are very nice, and you can rent a car and escape to nearby Puerto Morelos (the taxis will charge you 250 pesos each way, or 25$, so renting a car for a day is actually the same price as cabbing), which has a lovely beach, good souvenir shopping, and restaurants. Go on a Sunday to see the beach come alive with Mexican families on their day off. Playa del Carmen and Cancun are also short drives away. We stayed one week in each, and for a family, Playa del Carmen was perfect.

Ultimately though, skip the Mayan Palace all together, or if you go, go with low expectations and rent a car.

Room Tip: Request one close to the pool.
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  • Stayed May 2013, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 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.
Socialmediamanager1, Manager at Mayan Palace Riviera Maya, responded to this review, August 15, 2013
Dear Zoe987155004:
Thank you for taking the time to provide us your feedback about your recent stay at the Mayan Palace Riviera Maya.

We take great pride in creating incredible vacation experiences at Mayan Palace Riviera Maya for our guests; however, after receiving your remarks it appears this was not the case with your stay. Rest assured your comments and suggestions will be shared with the appropriate areas since our staff works day and night to do their best to help our guests enjoy their vacations.

We hope to have an opportunity to welcome you back in the future to truly impress you with what we have to offer.

Mayan Palace Management.
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Additional Information about Mayan Palace Riviera Maya

Address: Km 48 carretera Federal, Playa Paraiso, Playa del Carmen 77710 , Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen > Playa Paraiso
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#8 On the Beach Hotel in Playa Paraiso
#8 Top resorts Hotel in Playa Paraiso
#10 Family Hotel in Playa Paraiso
Also Known As:
Mayan Riviera
Mayan Palace Cancun
Wyndham Playa Del Carmen
Riu Palace Riviera Maya
Cancun Grand Mayan
Grand Maya Mayan Riviera
Playa Del Carmen Wyndham
Mayan Palace Playa Del Carmen
Mayan Palace Riviera Maya Mexico
Mayan Palace Riviera Maya Playa Paraiso, Mexico

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