Overall, the resort is excellent. However, it has some drawbacks that make the experience really forgettable.
Just for all to understand: in the same area, there are three resorts: Mayan Palace, Grand Mayan and Luxxe. All resorts share the same landscape. The “system”, however, is pretty discriminatory. As soon as you check in, you are forced to use a wristband, indicating your resort. They tell you that it is for security reasons. If you are staying at the Luxxe, you could use the pools of the three resorts. If you are staying at the Grand Mayan, you could use the pools only of the Grand Mayan and Mayan Palace. And if you are staying at the Mayan Palace, you can only use the pools of the Mayan Palace.
All pool areas are great, but the best by far are the ones at the Grand Mayan. One of those pools resembles a beach, including sand, and have breathtaking views! As such, to stay at the Mayan Palace is a huge handicap. Also, the rooms at the Mayan Palace are typical of a so-so timeshare, but the rooms at the Grand Mayan are really upscale. Of course, the rooms at the Luxxe are the best, really luxurious.
Let’s begin with the good things:
The facilities and landscape are flawless. The area is huge, with perfectly trimmed landscape. This is something that really takes your breath away. The resort has even a separate area full of flamingos and other with crocs! The buildings are perfectly decorated, particularly the “Mayan Sanctuary”, where the lobby of the Grand Mayan is. The adjacent pool area is really spectacular.
The hotel has spectacular restaurants with high ceilings. The best by far are the ones on top of the store. They are pricey, but worth it.
The spa and the gym are truly luxurious. However, you have to pay extra to get in.
The rooms at the Grand Mayan are really good. They all include ample spaces. My one bedroom included a full kitchen, a terrace with a small pool, two sofas that convert into four beds and a big bedroom with a tub in it! The bathroom was really modern and functional. Excellent room! Please note, however, that few rooms face the ocean, if any. Most rooms have tropical views, but still very nice. Also note that the buildings could be way far apart from the lobby/pool areas/beach. As such, to walk to them is a real stretch.
The resort is usually “on sale”, with promotions that go for as low as $300/week. This alone is surprising, considering the quality of the facilities and the great maintenance of the resort. The “official” rate posted at the desk, however, is $600/day.
About the negative things:
The beach is subpar. You would be pretty disappointed to go to the Riviera Maya and find a beach full of rocks and not really pretty. It has sand and pool chairs, but the area is not inviting, even at the beach of the Luxxe.
The internet is very pricey (from $12 to $20 per day), and allows for only one equipment! This means that if you want access in your computer and in your phone, you have to pay double!
The pool area at the Mayan Palace is huge and nice, However, it has very few umbrellas/shade areas, which make it almost unusable.
But the worst negative is the sales effort. As soon as you arrive, they bombard you with invitations to hear the sales presentation. If you do, they promise 10% discount for all charges to your room, 500 pesos ($40) per person credit, discount on tours and park tickets and a free buffet breakfast. Although they say the presentation is 90 minutes, they really press you to stay at least 4 hours. You should really stay clear of this presentation, because is a big “scam”.
They first tell you that the low rate you paid is because they screened you and really wanted you to visit the resort. This is a lie, because the offers are everywhere. Then they say that the resort is very exclusive and guests pay at least $4000/week to stay in it. This is another lie. Then they try to sell you the “minimum” purchase of a 2 bedroom timeshare at the Mayan Palace (the worst resort) with annual maintenance of around $1,400. But they “promise” that if you don’t use it, or want to just use one bedroom, you could rent the unused part to the resort at $1,700/week, which is an outright lie. If you stay firm and say “no”, they begin offering more and more things with different sales people (supervisors of supervisors), ending with a $6,000 subscription to a wholesale travel company (that no one knows) that offers “significant” discounts to air and hotel deals, which they pitch as buying weeks at guaranteed rates. They tell you that the offer is unheard of and comes directly from the “owner” of the resort. This is another big lie. The sales tactics at this resort are famous in the Riviera Maya as deceiving and pushy. In fact, they call it the “Maffian Palace”. PLEASE stay away from this presentation.
At this presentation you understand how such an impressive resort offer the rooms so cheap: The ones paying for everything are the timeshare owners!
In my personal case, the 10% discount applied only on half of the room purchases. When asked, no one knew why. The discounts at the parks are around $10, so nothing to brag about.
Having said all this, if you get a good deal at the resort (stay at the Grand Mayan!), don’t care much about the beach and do NOT attend the sales presentation, the experience will be truly fantastic!
Get a room in a building close to the lobby. If not, you would be spending a lot of time walking or...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.