I had a reservation to this hotel but was delayed arriving due to Covid related issues. I alerted Trip Advisor that I would be delayed and asked that they contact the hotel and let them know. I also followed up with Trip Advisor a couple of days later once my revised travel plans were set. All of this was worked through Trip Advisor Plus. My request for a refund (R2463381292) was denied by the Ocean Maya Royale hotel. With the uncertainty regarding travel and Covid, I cannot believe a hotel would refuse reimbursement especially when they were notified of the issue in advance of my original check in date.
Excellent stay. Great staff My wife and I just returned from a weeks stay at The Ocean Maya Royale. The practices for virus safety is very good ,always felt safe. Next the people ,all the staff go out of their way to make your stay as best as possible . The rooms are fine they are cleaned to a excellent standard. They are doing the best they can with reduced visitors. Everyone there goes out of their way to make you your stay the best possible. One person that went out of their way to make our stay as best as possible was Carlos at H10 hotels premium membership. This person went beyond an extra mile to do things for us was always there to help us and showing great warmth and hospitality. I would highly recommend this hotel.
There is a reason this resort has so many returning guests - the experience is FIRST CLASS. The front desk staff (Alberto) is so friendly and ready to assist with any request. Alex (Butler) seeks his guests to insure they are happy and to coordinate reservations/requests. And the POOL STAFF - Miguel/Eber and Bar team - EXCELLENT! Entertainment staff has 3 ladies (did not get their names, but they are wonderful), Aurtero, Rodrigo and Hector all work extremely hard to provide the best experience and make it look so easy. Margarita makes booking excursions poolside a breeze. The food and service at the restaurants was wonderful. The room was clean and refreshed every day. The staff is what makes this resort the gem that it is. Will definitely return!
Great entertainment staff and fun events every night! The pool area was fun and relaxing. Food options were kind’ve limited, but for all inclusive it wasn’t too bad. Definitely a great option for a more affordable resort to go to in Cancun.
We have been in Mexico 9 times and we have been traveling different islands for the last 25 years this is the worst hotel I book ( maybe due to Covid I do not know ). We have just returned home from a vacation stay at Ocean Maya Royale in Playa Del Carmen, Mexico. This was the first time we have stayed at an H10 Resort. The experience we had was not the greatest. Grounds beautiful, rooms ok do not pay for an upgrade to privilege, not worth the money. The is nothing to do there just eat, drink and stay at the pool if you like to eat and drink all day long this is the place for you. The sports bar has drinks and food and should be a bar, TVs and pool tables and other things to do at the sports bar not food like burgers and wings, etc.. maby snacks yes. Pool entertainment and night entertainment not existing they trying their best but still boring. We will never return to this hotel. OCEAN FULL OF SEAWEEDS AND STINKS.…