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Review of Ocean Maya Royale

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Ocean Maya Royale
Ranked #44 of 215 Hotels in Playa del Carmen
Certificate of Excellence
Reviewed January 3, 2013

Was here recently December 26-31st. Food was ok, golden coral, very buffet style for the most part and multiple times was luke-warm/cold. Even when in the different restaurants, options are limited and selected for you. Multiple times we asked about a room upgrade to a honeymoon suite but no one could give us the price to upgrade (from privelidge class). Coupons from Apple Vacations were not easily to be used and confused the staff. The special section on the beach had nice beds but extremely slow service. We tipped often and it seemed like the large groups always got attention over us even when we noticed they did not tip. You get one "free" special dinner candlelit by the pool, but it is just plain food, to upgrade to lobster dinner is extra ($50/ea.). The spa was great and we got a deal for purchasing 4-80 minute massages which were amazing. The spa is technically a different company than the hotel so bills are a bit messy and very difficult to get a hold of the spa through the hotel. Adults only was a plus. Fun activities daily. The ocean was disgusting (trash and weedy) so the beach wasn't great- we found a nice lagoon about 15 minute walk north of the hotel. Privledge class was NOT worth the extra price- we never even used the free room service due to a very limited menu, and the free mini-bar was good for the water... Staff was always very happy and courteous. In the end, an OK all inclusive.

Room Tip: Don't do the upgrade to "priveledge" unless you have a 3rd in the room, totally not wo...
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  • Stayed: December 2012, traveled as a couple
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7  Thank RckStarr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OCT-CustomerService, Manager at Ocean Maya Royale, responded to this reviewResponded January 20, 2013

Dear guest,

Thank you for posting a review on Tripadvisor. We are happy to read that overall you had a wonderful vacation, but on the other hand, we would like to apologize for any disapointment that you may have had during your holiday. We are realy sorry to read that you had dificulties geting the information for the upgrade and also the Apple discount vouchers. For any future guest from Apple Vacation I would like to mention thatt these discounted vouchers are given upon checking at the front desk and on these vouchers is specified where the credit can be used.

Kind regards,

Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10.es

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,830 - 3,836 of 6,903 reviews

Reviewed January 3, 2013

Just arrived home after a 14 night stay in this hotel and we could count the number of meals that were served hot one one hand - on complaining we were told to use the microwave that was situated in the main buffet restaurant - unfortunatly this was broken!!! Probably worn out through too much use. (If I had wanted microwave meals I would have taken my own food). The buffet restaurant was constanty running out of food - no hash browns left at 7-30am on most mornings and no Fried Rice left for the Chinese theamed evening at 8pm - The Mexican restaurant was by far the best although the food was rather bland you were offered spices to give your food more taste. the Italian restaurant went overboard on the 'Pesto' and this spoilt the taste of the food. The Gala Dinner on New Years Eve was a complete shambles - not enough tables for guests to sit at and queuing for over 30 minutes for food. Considering this is offered as an All Inclusive Hotel food does play a large part of the holiday and was certainly not up to the standard I would expect. The other restaurant on site is Japaneese and as we dont eat this type of food it would be unfair to comment. We had no problems with the room which was spacious modern and clean. The pool area and amenities were superb and the staff very friendly and helpfull. We were very disapointed with the beach area as you could not swim in the sean directly from the beach but a 10 minute walk lead to a beautiful lagoon where the swiming was great. The night time entertainment was ok, nothing exciting but the staff did try their to put on a good show for the guests. Things tended to get very quiet after 11PM (unless you were American and sitting on your balcony) so if you are looking for nightlife this is not the place for you. The lobby bar service was excellent and the girls serving drinks around the courtyard area are to be commended on their service and atention to detail. In regard to paying to upgrade to the 'priviledge package' I didnt see ant advantage to this unless you wanted a 'romantic dinner' served on the beach that was included with this package. All in all the accomodation and service was great but if you like to enjoy warm food acces to the ocean and slightly more entertainment dont stay here

Room Tip: Ask for a Room in the 3001 to 3601 and ask for a first floor as the ground floor rooms do not offer...
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  • Stayed: December 2012, traveled as a couple
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5  Thank 46vrossi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OCT-CustomerService, Manager at Ocean Maya Royale, responded to this reviewResponded January 20, 2013

Dear Guest,

Thank you for posting a review on Tripadvisor. We are really sorry to read that you were so disapointed with the food. Temperatures from food are taken before and during the opening hours of the main buffet acording to the health and safety laws and we cover that stablished temperature. As you have mentioned , we count with a microwave to give a better service to those customers who really enjoy the food over the standard temperature.This microwave broke down, but it was replaced withing a day. We are also really sad to read that you did not enjoy New Years Eve, but I would like to mention that it was a great effort put into the night by all our staff to give the best service possible. I can guarantee you that we placed enough tables for all our guests.
We really apreciate all the comments you have made, the good and the points that need taken care of, because they all give us the oportunity to improve our services for ous future customers.

Kind regards,

Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10.es

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 3, 2013

Me and my husband picked here for our honeymoon, first impressions were fab, hotel staff are lovely, we tried to get free upgrades (with it being our honeymoon) however had no joy! Turns out this is a very popular resort for honeymooners, as we met approx 6 others!! We did get a exclusive meal on the beach and room service for 1 morning which was nice. food was ok, we thought it was great that we could visit all restaurants as many times as we wanted without having to make reservations. However when we stayed the Mexican restaurant (situated by the pool) was currently having its roof re done so it meant that the Mexican restaurant was only available during evening in with the buffet. We were very disappointed with this. Italian was disappointing aswel, however the Japanese was our favourite , they did the show which was entertaining. A lot of Americans and Canadians come here, and tend to fill 'what I called ' the fun pool, where there was music and games, however the British tended to separate themselves to what I called the 'quiet pool' we don't mind the atmosphere of the fun pool, but just to warn those that are 'anti American!' Rooms were nicely decorated, very modern.
Beach was utterly rubbish here! I cannot stress that enough full of seaweed! If u want a nice white sandy beach head to playa de Carmen. Also if you took a short walk 10 mins left of the hotel beach there is a gorgeous lagoon which Is very quiet with lots of fish. We done this walk a few times. One excursion to do is the coco bongo!!! Very fun!!, and xel-ha. If you decide to do the playa de Carmen market be warned you will get jumped on!!!overall we had a lovely sunny honeymoon, one thing we would do if we were to go Mexico again is to hire our own car, petrol is so cheap there that excursions would b so much cheaper!!

  • Stayed: May 2012, traveled as a couple
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Thank xnaomi89x
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OCT-CustomerService, Manager at Ocean Maya Royale, responded to this reviewResponded January 20, 2013

Dear guest,

Thank you for posting a review on Tripadvisor. We would like also to congratulate you again for your honeymoon and we are very pleased to read that overall you did have a wonderful time. We do apologyze for any inconvenience caused during your vacation due to the fact that we were fixing El Charro's roof, but this was about 6 months ago and only lasted a few days. El Charro has been fully functional for all our guests since then.

We hope you give a second chance and come back to try our Charro Restaurant.

Kind regards,

Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10.es

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 2, 2013

We spent the second week of a two-week vacation at the Ocean Maya Royale. The first resort was family friendly and had more of a party atmosphere so the relaxing pace of the Royale was a nice change. We paid extra for the “Privilege” package but I’m not sure if it was good value. It was certainly easier to make dinner reservations at the a la carte restaurants, the semi private beach cabana area with drink and snack service was enjoyable, and we had no problem with Wi-Fi in our room. We had, however, booked an oceanfront deluxe room and it was not available to us upon check-in. Although initially disgruntled that a reservation should be a reservation and not dependant on availability, we were given a garden “Privilege” room, which was very spacious, clean, great shower, and was tucked away in a quiet area of the resort (quite private). We were offered an oceanfront room day 3 but decided not to move, as the beachfront rooms were closer to the pools and are probably not as quiet or private during the day.

The resort seems to be targeting the 50+ crowds with evening entertainment winding down by midnight so if you’re looking for those crazy late nights of partying you might find the Royale a little sleepy. There are quality evening shows and nightly dancing in the square off the main lobby bar. The square was also a great place to sit, have a cocktail and meet people. The grounds are mature and impeccably kept. Although the resort is beachfront, beach access in minimal (the resort has a wooden promenade between it and the water so to swim in the ocean you have to walk a few minutes to the left or right of the resort).

Dinner at the main buffet sometimes fell short but it’s great for breakfast and lunch. Make use of the a la carte restaurants, which served above average dinners.

We found the staff to be attentive and friendly but we met people who did not up-grade to the “Privilege” package (you wear a different colour wrist band) and felt that service fell short and that their rooms were below par.

All in all it’s a lovely resort, peaceful, and a great choice for some if you’re looking for R&R.

  • Stayed: November 2012, traveled as a couple
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8  Thank Troosha
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 2, 2013 via mobile

First thing; rooms are brand new, with ultra modern décor.

We had a fantatic wet room bathroom with large shower.

Food was great and large buffet, Itslian wasn't that good.

We upgrades to premium, which meant branded spirits like Smirnoff.

Premium also meant we got a special part of the beach and also table service.

Staff were great!

  • Stayed: May 2012
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7  Thank MyloKayeDreamr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 2, 2013

Traveled to this resort with my 21 year old daughter and husband. This is an adult only resort and is fine if you don' t want to mingle. My daughter however, made several acquaintances and was out and about every evening.
The pros:
--super clean;
--very attentive and pleasant staff. I wish I could name them all as they all work so very hard. They all have their designations and accomplish their duties diligently and very discretely. Gerardo greets you with a pleasant smile. Amanda, Sergio, Yuri and Marisol are very helpful at the reception, Luis-Miguel, our concierge, was very helpful with recommending restaurants at Playa del Carmen, Mona and Isobel at the Hacienda were awesome as is Eber at the bar. The bar tenders at the pools are amazingly patient and awesome. I'm just sorry I can't remember their names!! The privilege staff organized so that for my husband's birthday, there was cake, ballons, a certificate, a mug and a souvenir bag waiting for him. I thought that was a nice touch!
--well manicured grounds;
--great variety of food and delicious. We really enjoyed the cream of black bean soup and brochettes at the El Charro;
--good daily activities by the pool if you're into that;
--enjoyable nightly activities as well if you like.
The only real cons, if you can call it that, is that the mattresses could be replaced as in our room, 1708, there was a foam over top the mattress but we could feel the springs. The air conditioning was a bit finicky but I think that was probably because we weren't running it properly.
Also, if you want to swim in the ocean, you have to walk about ten minutes to get to a lagoon. It is well worth it since the water there is crystal clear and unpolluted. There is no beach to speak of right of this resort. It is more of a pier.

Room Tip: Choose a room a bit further down, ie, 17 and further, if you don't want to hear the music after...
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  • Stayed: December 2012, traveled with family
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6  Thank pgenevieve
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 2, 2013

We arrived at the Ocean Maya Christmas Day! Prior to that we were at the Secrets in Huatulco back in November! at that time i didnt rate the Secrets very high on my list but its a lot higher then this resort, the rooms are nice not the privalaged staus upgrade is worth the extra few dollars only because of location of yoru room and the private area sown my the ocean. speaking of the Ocean it was a huge disappointment dirty lookig water rough tides and a lot of seaweed washed ashore. no blue water unless you walked 20 minutes to the left of the resort looking at the Ocean. The a la carte Resturants have no wow factor and are just ok service is rushed if you have an early reservation. The lobby bar service is great in the evening the server in the afternoon look liked she hated her job! even know we tipped very generously. the biggest high light was the NEW YEARS EVE BASH and the extravaganza the Chef put on Kotous the Kitchen Staff. We went to this resort on a recomenddation but would not return! looking forward to
secrets Vine Cancun on Jan 17th for two weeks

Room Tip: The Privilege Rooms are the best and close to the main lobby! also a quite area of the resort
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  • Stayed: December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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2  Thank wump1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OCT-CustomerService, Manager at Ocean Maya Royale, responded to this reviewResponded January 20, 2013

Dear Guest,

Thank you for posting a review on Tripadvisor. We are really sorry if after having a recomendation from a friend we did not cover your expectations. Regarding the beach, unfortunately depends on the Nature, but we keep working everyday. We apreciate your comments made about some points that need atention, we will be checking the evening staff to identify the person that did not give you the quality service they must give.Thank you for the complements about the New Year's Eve dinner.

Kind regards,

Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10.es

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Ocean Maya Royale

Address: Carretera Federal Chetumal, km. 299, Playa del Carmen 77710, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#23 Top resorts Hotel in Playa del Carmen
#31 Spa Hotel in Playa del Carmen
#34 On the Beach Hotel in Playa del Carmen
#35 Luxury Hotel in Playa del Carmen
#51 Romantic Hotel in Playa del Carmen
Price Range: $201 - $487 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Ocean Maya Royale 4*
Number of rooms: 320
Official Description (provided by the hotel):
All-inclusive luxury in an intimate Caribbean setting, in the heart of the Riviera Maya. Ocean Maya Royale is a luxury all-inclusive beachfront resort in Riviera Maya, in the heart of the Mexican Caribbean. Offering intimate settings and lush tropical landscapes, this Caribbean gem is very close to Playa del Carmen, Tulum, Cozumel and Cancun. Relax and enjoy our Despacio Spa, two swimming pools, exclusive south beach section featuring Balinese sun beds, Dive It! Watersports center and our a la carte restaurants, where you can taste the best International cuisine, including our new beachfront La Dolce Vita restaurant. Ocean Maya Royale is exclusively an Adults Only resort, a perfect retreat for couples, honeymooners and any one over the age of 18 looking for a more relaxing and sofisticated Caribbean experience. ... more   less 
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Also Known As:
Ocean Maya Royale Hotel Playa Del Carmen
Ocean Maya Hotel
Ocean Maya Playa Del Carmen
Hacienda Maya
Ocean Maya Royale Riviera Maya/Playa Del Carmen, Mexico

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