We arrived at the Viva Wyndham Maya after a faultless flight and transfer to be greeted with a very hectic reception area. After quite a lengthy wait we were escorted to our rooms. Our party consisted of 4 adults and 1 child (26 months), in two rooms.
Both the rooms we were led to were in the 3000's block, near the adult pool. The rooms we were shown to were on the ground floor, with a view of a 20ft high wall. My in-laws room was nothing more than satisfactory. The room we had been allocated smelt horribly of damp. Our son has asthma and so I requested that we were moved to a room that did not smell. The hotel agreed and after a short wait moved us to a cleaner room.
We noticed that neither room we had been shown had sleeping arrangements sorted for our son. When I asked for a cot I was told they had no notification that we had requested one, even though Virgin are insistent they provided the correct information to the hotel. After another wait they sent a member of staff in with what they considered to be a cot. It was NOT a cot. It was a crib, suitable only for an infant who could not stand. The beds in this room were fixed to a concrete base and so could not be moved, and were two queen size beds situated in the middle of the room, as with most hotels therefore we had no option to move a bed next to a wall to accommodate my son until better sleeping arrangements could be found.
The hotel advised us to phone the Virgin rep, who at this time was very unhelpful and made a point of telling me I had disturbed him in his family time and that it was not his problem. By this time myself and my family had been up for almost 20 hours and were getting very tired. The hotel spoke to the rep (in Spanish, so I could not understand what was said) and then informed me he couldn't do anything until he was back on duty the following day. The best solution (a term I use loosely on this occasion) the hotel could find was to have me and my partner sleep one in each queen bed and have my son sleep in the middle of us, on a mattress on the floor. Because the two beds each had concrete bases there was a worry that if he rolled out of bed, he would hit his head off the concrete.
I NEVER expected that I would spend the first night of my hotel worrying about my sons safety, and with him sleeping on mattresses piled on the floor. My mother-in-law also had to sleep on a mattress on the floor at the bottom of his make-shift bed to ensure he could not fall off the bottom and onto the corners of the concrete bases.
The next morning we had been asked to go back to reception. We were then informed that our Rep had asked that one of our party accompany him to the store to buy a cot for my son, as the hotel did not have one that was suitable. We then also had to move rooms again as the room we had spent the previous night in did not have space for a cot, although we had to wait until 3pm for our new room to be ready. We spent the second day of our holiday ensuring we had safe sleeping arrangements for our son and moving our belongings into our new room. Finally, over 24 hours after arriving at the hotel we could begin our holiday.
The rooms on the 2nd and 3rd floor of the 3000's block where we were finally moved to are amazing. Quiet, spacious and clean. If only all the rooms were like this! It really is a Russian roulette as to whether you get a gorgeous room, or a special piece of hell. The pool and bar is brilliant, most of the staff are fantastic. The food is some of the best i've had at an all inclusive and there is a massive range of alcoholic drinks included. The entertainment is a little repetitive, but they work very hard for little money.
Three days before the end of the holiday my mother-in-law had a fall at the side of the pool. The area around the pool is extremely slippy (more so than i've ever seen before), and a LOT of people were falling over as there were no signs. Unfortunately my mother-in-law broke her arm quite badly. After falling she did not feel well and was very light headed, at one point almost fainting. Members of the bar-staff rushed over to help us along with other holidaymakers. After about 10 minutes a man who was supposedly one of the hotels first aiders appeared at the scene. Fortunately for us another guest at the hotel was a trained paramedic and had already rushed over to help. She had noticed that my MIL had low blood pressure and so rested her feet in the air and told her to remain on the floor. The first thing the hotels "first aider" did was attempt to get her up off the ground. I have no medical training but even I know this is a no-no. We then requested a doctor to attend to her. The hotel advertised a 24/7 doctor, which I understand may sometimes mean he's on call but it took him an hour to reach us. All he did was tell us we needed to go to the hospital. I could not believe the lack of first aid knowledge in the hotel at the time of the accident, and I sincerely hope nobody ever has a worse accident on their watch because I dread to think what would happen!
On the face of it this hotel looks fine, but I would not choose to stay here again knowing what I know now. I would not feel safe at all. As a parent of a young child safety is key for me when I book holidays and I don't feel at all like the staff at this hotel share my view.
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- Also Known As:
- Viva Wyndham Maya Hotel Playa Del Carmen
- Viva Maya
- Maya Viva Wyndham
- Wyndham Hotel Playa Del Carmen
- Wyndham Playa Del Carmen
- Playa Del Carmen Wyndham
- Wyndham Maya
- Viva Wyndham Maya Riviera Maya/Playa Del Carmen, Mexico