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“Nice enough property, not as nice experience” 3 of 5 stars
Review of Mayan Palace Riviera Maya

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Mayan Palace Riviera Maya
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5.0 of 5 Resort   |   Km 48 carretera Federal, Playa Paraiso, Playa del Carmen 77710 , Mexico   |  
Hotel amenities
Ranked #10 of 10 Hotels in Playa Paraiso
Grapevine, Texas
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
7 helpful votes 7 helpful votes
“Nice enough property, not as nice experience”
3 of 5 stars Reviewed July 9, 2014

I will start off by saying that this is a perfectly nice place to enjoy some pool time and relaxation. The pool is very large and has cabanas ("palapas") and plenty of chairs. Actually the entire property is quite large and takes a while to walk from one part to the other so be prepared for that. I tested the walk using my FitBit and found that our room was about 3/4 mile from the pool area. Good opportunity to get exercise but not convenient if you forgot something in your room.

The rooms were fairly nice; was good to have a suite and plenty of space to spread out and the living room area was comfy. The balcony was too small to be of any real use; would have been better to just not bother.

The staff at the pool area need to be better about policing the annoying practice of some people of "saving" a prime cabana by putting towels, magazines, etc on it and then not returning, sometimes for 6+ hours. It's very inconsiderate of other guests and most hotels, not to mention cruise lines, will remove any personal items from a chair that is not claimed within a reasonable amount of time (~1 hour or less).

The shuttle to Playa del Carmen was convenient and inexpensive (50 pesos or $5 per person round trip); we used it one day with no problems. Definitely a better value than a taxi and it runs often enought that it should be usable for most anyone.

My biggest complaint about this property is the emphasis on timeshare sales and the, dare I say, harassment of guests on this topic. One day we left the property in a taxi and were stopped twice before being allowed to leave the property, warning us about "others" who would try to sell us timeshares and offering to give us back any deposits we had given other companies if we would listen to their speech instead. I literally felt like a prisoner being held captive.

The food on property was fairly expensive; it's hard to complain about that because after all, it is a resort and that's typical, but still added significantly to the cost of our trip. We had bought cereal, beer, soda and snacks in town to eat in the room so as to mitigate the cost somewhat.

All in all, it was a pleasant enough few days on the beach/by the pool, and getting to town was convenient and enjoyable, but I would not stay here again; instead I would choose an all-inclusive and one without a reputation for timeshare harassment.

Room Tip: The lower numbered buildings are closer to the pool are (it starts at 1 near the pool and goes up fr...
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  • Stayed June 2014, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 4
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, July 16, 2014
Dear Emily J :

We are always grateful that our guests take time to share their vacation experiences at Mayan Palace. We are happy you enjoyed our pools.

We are disappointed that we were unable to meet your expectations to the fullest. We spend considerable resources training our staff to maintain the highest possible standards as we constantly strive to achieve the utmost level of satisfaction. Rest assured that your feedback will be taken into consideration as our goal is to make each one of our guests’ vacations relaxing. This is very useful to us. We would like to point out as well that our prices are competitive compared to other resorts.


With all good wishes,

Mayan Palace Riviera Maya Management.
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2,238 reviews from our community

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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
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English first
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
9 helpful votes 9 helpful votes
4 of 5 stars Reviewed July 8, 2014

We went to mayan palace a couple days ago, it was nice but not perfect like in the past. The beach area is not nice! There's a lot of rocks instead of sand. Had to go to another closer public beach. Playa mamitas in Playa del Carmen I hope my review can be help

Stayed July 2014
Was this review helpful? Yes 1
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, July 16, 2014
Dea Marl S :

Thank you so much for choosing Mayan Palace for your vacation and for sharing your review with us.

All the same, we are disappointed that we were unable to meet your expectations to the fullest. Most of the feedback provided by our guests is excellent; nonetheless, we are always looking for opportunities to exceed our guests' expectations.

Warmest regards,

Mayan Palace Riviera Maya Management.
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1 review
5 of 5 stars Reviewed July 8, 2014

We are a Timeshare owner at the Mayan Palace. We have never had a bad experience yet in the 13 years we have been an owner. We visit about every 4 years or on very special occasions. The rooms are very clean, the pool and grounds are the same. We have never had a bad meal at any of the restaurants or the Buffet on the Beach in all these years. We get very nice discounts for site seeing events and have not been disappointed in any of them. The hotel staff has been very kind to us and ever made our 25th and 30th anniversaries trips that much more memorable. We've had a friend and their family stay in in our Time Share in June 2014 and they had a wonderful experience themselves. We can't say anything but good things about the Mayan Palace in Playa del Carmen.

  • Stayed April 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Service
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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, July 16, 2014
Dear Debbie A:

Thank you so much for choosing Mayan Palace for your vacation and for sharing your review with us. We truly appreciate your kind words about our staff, as they are always looking to surpass our clients’ expectations of genuine hospitality by providing service excellence. It is pleasing to learn that you also enjoyed the pools.

We hope you continue celebrating with us such special moments, and we truly look forward to serving you again in the near future!

Happily,

Mayan Palace Riviera Maya Management.
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Reviewer
4 reviews 4 reviews
Reviews in 3 cities Reviews in 3 cities
7 helpful votes 7 helpful votes
3 of 5 stars Reviewed July 7, 2014

First time at a resort. The rooms were nice and clean. The staff was helpful. Although excellent, the restuarants were extremely expensive. Very difficult to get out of resort if you don't do one of their tours/attractions.

Room Tip: Lower number rooms are closer to pool.
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  • Stayed July 2014, traveled as a couple
    • 1 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 4 of 5 stars Service
Was this review helpful? Yes 2
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, July 16, 2014
Dear Shellie F:

Thank you so much for choosing Mayan Palace for your vacation and for sharing your review with us. We really thank you for your kind comment about our staff, as we consider them one of our biggest assets.

Working to anticipate and exceed your every need is very important to us, and your comments will be useful for this purpose. We would like to point out as well, that our prices are competitive compared to other resorts.

Warm regards,

Mayan Palace Riviera Maya Management.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed July 4, 2014

I had the chance to tour this property in April and I have to say I was thoroughly impressed. The rooms are beautiful. So many choices from the pools to the restaurants I don't think you'd have to ever leave this resort. I ate at the buffet and there were so many options it was hard to choose. If I was a golfer I'd be in paradise. I can't wait to come here next April for my birthday next year.

  • Stayed April 2014, traveled with family
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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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, July 16, 2014
Dear Carla C :

We are grateful for your taking the time to write a review about your experience while staying at Mayan Palace. We are delighted to learn your trip was fun and you enjoyed our food options and the pools.

Our primary goal is to ensure you are able to relax during your much deserved vacation, and we are pleased to learn we achieved this goal by reading your comment.

We will be delighted to welcome you back!

Happily,

Mayan Palace Riviera Maya Management.
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Senior Contributor
30 reviews 30 reviews
8 hotel reviews
Reviews in 20 cities Reviews in 20 cities
20 helpful votes 20 helpful votes
5 of 5 stars Reviewed June 30, 2014

Spent two weeks at the Mayan Palace in a 2br, 2ba suite. This was our second time staying at the resort.

The Mayan Palace is a fantastic place to just kick back and relax. The huge pool, beachside location, and very comfortable palapas (queen size bed under a thatched roof) are heavenly. All the staff were very friendly, attentive and professional. We also thought the food was pretty good, and not as overpriced as one might think given other resorts of this quality.

The resort has free shuttle service from the airport to the resort. Return shuttles to the airport run $12 to $15 per person, depending on whether you book in advance. Tip: a taxi ride from the resort to the airport is about $31, which may be a cheaper option for a party of three or four. We took the taxi to the airport and thought it was much better than the shuttle ride to the resort.

The Mayan Palace has a small grocery/general store where you can buy essentials at a fairly reasonable price. There is also a deli and ice cream shop attached. Tip: the sandwhiches and other items served in the deli are the same ones you can get from room service or at the restaurants, but are about one-third to one-half less costly.

The resort offers a shuttle service from the resort into Playa del Carmen. The shuttle drops you off right next door to Mega, which is similar to a Walmart. The Walmart is a short walk down the street. The shuttle drop off is also a short walk to the main tourist/dining areas of Playa. Price per person for one-way transportation on the shuttle is $5. Tip: if you plan to buy groceries, it's probably a lot easier to take a taxi back to the resort. The total fare is about $22. If you split the cost with another couple it works out about the same as paying for the shuttle, without all the wait or hassle. Shuttles only pick up every two hours or so.

One thing that I thought was exceedingly pricey was the resort wifi. There is no free wifi anywhere at the resort. Instead, you have to pay anywhere from $4 for 30 minutes up to about $15 per day, per device. You can also purchase a week's worth of wifi for one device for about $85. This can really add up. Tip: if you have an unlocked GSM cell phone, you can purchase an Amigo sim card from Telcel (also available at Walmart) and buy some 3g wireless service for a fairly reasonable price. I think 1.5 gigs of data was about $25. Other plans/prices are available. I received a good signal everywhere at the resort, and everywhere we traveled in Riviera Maya.

One other note for those who may consider taking the timeshare presentation. Don't. I always refuse these things as they're more hassle than they're worth. However, my 16 year old son couldn't believe that the "presentations" could be as bad as I said they were, so we agreed to go just to give him a valuable life lesson. Since we are timeshare owners, we were told our presentation would only be an hour long and it was called a "timeshare disclosure." The disclosure turned out to be them telling us that their property was rated very highly by RCI, and, for the small sum of $65,000, we could purchase one of their units and live happily ever after. I managed to limit the time of the entire ordeal, including breakfast, to about 2 1/2 hours. For that we received 2,000 pesos (about $170), 10% off all food/drink purchases during our two week stay, and three free trips to Tulum. Apparently most folks only get offered 1,000 pesos and the 10%. We talked to probably a dozen other couples staying at the resort and they all said they had to endure between a 4 and 5 hour water-boarding session before being let loose. Bottom line, unless you're into self-flagilation, steer clear of any timeshare presentation, regardless of what it's called.

Room Tip: There are 8 buildings in the Mayan Palace. The lower the number of the building the closer it is to...
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  • Stayed June 2014, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 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 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, July 2, 2014
Dear JunoGHonk :

We really appreciate the time you have taken to share with us your detailed impression about your stay at The Grand Mayan. We are delighted to learn your trip was fun and you enjoyed our food options, our facilities, the pools and our staff’s service. Everyone works tirelessly - day and night, to make our guests’ visits the most comfortable experience ever.

Working to anticipate and exceed your every need is very important to us, and your comments will be useful for this purpose.

We appreciate your feedback and we truly look forward to serving you again in the near future..

Best regards,

Mayan Palace Riviera Maya Management.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Loveland, Ohio
Senior Contributor
31 reviews 31 reviews
8 hotel reviews
Reviews in 17 cities Reviews in 17 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed June 29, 2014

The most memorable thing about the Mayan Palace is that every single staff person we met was genuinely interested in making our experience better. They did their jobs with enthusiasm and were so pleasant to deal with, whether they were driving the shuttle or letting us know how to catch a ride to Playa del Carmen, or handing out towels or serving a meal. Everyone was very, very nice.

Now, about the resort itself...it was restrictive. We felt like there was nothing to do except sit by the pool all day. If we didn't want to spend an arm and a leg renting a jet ski or going parasailing, we were pretty much going to camp out by the pool all day every day. Let's face it, that gets kind of boring, no matter what kind of reading material you bring with you. There were shows, we found out later, that are offered (free of charge, even) but they're poorly promoted. (Maybe because they're free?) And the resort activities generally were under promoted so you felt like there was nothing to do.

Because the Mayan Palace is located between Cancun and Playa del Carmen, two of the Mayan Riviera's larger communities, and the beach is rocky (but currently undergoing a facelift), there really is nothing to do and no where to go that isn't going to cost money. Best to simply own up to that fact and prepare for it. (I understand that there's some really outstanding snorkeling and diving nearby, and there are nature parks that are close, but they all require you to leave the resort property, of course.)

The room was quite comfortable (Building 11) and the short walk to the shuttle for the beach/pool was very easy. The bed was typically hard and the pillows small, but neither of us minded it much as we still slept soundly because the neighbors all behaved themselves so it was nice and quiet. The maid service was fantastic (twice a day) so the room was always neat and clean and we had plenty of fresh towels. Front desk services (concierge, etc.) were all very good as well, so there really were no complaints about anything or anyone the entire week.

The food offered in the restaurants was better than expected. Some meals were outstanding (fajitas at Freida's) and some were simply OK (fish at Harvest Moon), but the portions were large enough that the two of us shared an entree and no one left hungry. Plus having leftovers at night was a winner, so we were happy all the way around.

Room Tip: Buildings closer to the pool are the first to fill (or at least are hard to get), so be prepared to...
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  • Stayed June 2014, traveled with family
    • 4 of 5 stars Value
    • 2 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.
Socialmediamanager1, Manager at Mayan Palace Riviera Maya, responded to this review, June 30, 2014
Dear RoadWarrior817 :

Thank you for taking the time to provide us your feedback about your recent stay at Mayan Palace. We are delighted to learn that our staff was welcoming, as this is what we strive for every day. We will gladly share your feedback with the staff, as working to anticipate and exceed your every need is very important to us. The same way, it is pleasing to find out you liked the portions of our food options.

Our goal is to make each one of our guests’ vacations relaxing and we look to please them by making sure they receive all the benefits they are expecting to enjoy during their vacation. Comments like yours enable our continued pursuit of improvement for perfection on our daily performance.

It will be our privilege to welcome you back.

Happily,

Mayan Palace Riviera Mayan Management.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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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:
#7 Luxury Hotel in Playa Paraiso
#8 On the Beach Hotel in Playa Paraiso
#8 Top resorts Hotel in Playa Paraiso
#10 Family Hotel in Playa Paraiso
Hotel Class:5 star — Mayan Palace Riviera Maya 5*
Number of rooms: 402
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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