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“Complete Disappointment......”
Review of Ocean Maya Royale

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Ocean Maya Royale
Ranked #49 of 212 Hotels in Playa del Carmen
Certificate of Excellence
Reviewed March 25, 2013

My boyfriend and I just returned from our Anniversary at Riviera Maya. We choose H10 Ocean Maya Royal because it said it was for couples. Well from the start it was the worst. We got to the hotel at 11:30pm and there was no one in the front to welcome us. We requested suite with ocean view and it was not provided. There was no shower door and when we took a bath the water would go all over the place. We had to dry the floor with our towels. After complaining they changed us to another room. Again we had to call maintanence because the water from the shower when we shower was going out all the way to the room. The shows at night were ok. The food was nasty........ After talking to someone we went to visit the other H10 hotel Ocean Maya Coral & Turquesa. After visiting this Hotel we complaint and asked to be transfered to this one. There we had to pay the difference in hotel rate and the taxi to take us and our stuff from Hotel to Hotel. It was a hassel and we lost 2 days of moving around. The new hotel we moved to didn't have a suite so they gave us the only room they had available which it was with 2 beds. The next day they transferred us to what we had requested and paid for. Our trip was from Friday to Saturday afternoon which means we even paid an extra expencive night for just a few hours. We talked to them and try to get their attention and after really speaking with Gabriela Moreno and explaining to her all the inconveniences we have gone thru on our first days. She helped us and got us pretty much what we had expected. At the Ocean Maya Royals the employees were not nice at all and the beach was ugly. I'm so up set of the hall situation that I don't think I will go back for a long while.

  • Stayed: March 2013, traveled as a couple
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8  Thank CarEd2012
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Reviewed March 24, 2013

We just returned from our annual week of vacation in the Riviera Maya. After doing much research on trip advisor, we chose Ocean Maya Royale.

First of all, I'd like to say this was our 4th trip to Riviera Maya and have always had great experiences until this year. I have never written a review before, but feel it's important to this time, since if we had known what we know now, we would have chosen a different resort. Here are the pros and cons:

PROS:
The grounds are absolutely gorgeous!!
The two pools are very nice - one is quiet and one is where the fun is!
The entertainment staff at the "fun" pool do a great job. The swim up bar is located here as well and the bartenders are very attentive.
The staff in general are very pleasant, except the front desk staff who were less than helpful.
The Italian and Japanese restaurants were excellent.
King Bed seemed HUGE and was very comfortable.

CONS:
The quality of food at the buffets and room service was poor.
There are no screens on any of the sliding glass doors including first floor rooms where many of the anteater/racoon type rodents roam. We had 6 outside our door when we checked in.
There is very little beach and what there was, was the darkest brown water on our last day there. Certainly couldn't swim in it.
There is only one mirror in the room which is located in the bathroom. No full length mirror. Also dark lighting in the bathroom.
You have to use one of your two key cards to put in a small box in the room in order to have electricity in the room.
Bring your slippers because your feet will get dirty if you walk barefoot in your room.
There is no dresser in the room. We lived out of our suitcase for the entire week we were there.
If you don't pay the $560/wk to upgrade to "priviledge" package, you are made to feel like second class citizens, even though the upgrade is not worth the extra money.

It was an okay week of vacation, weather and pool area were the best part of this vacation.
We have previously stayed at Barcelo, Secrets Silversands and Valentin Imperial Maya. Those resorts make OMR seem like a 1 star resort in comparison. We will never return.

  • Stayed: March 2013, traveled as a couple
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4  Thank stew1963
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 24, 2013

Room

Good size, refurbished. Comfortable beds, large balcony. Good sound insulation. Pillows uncomfortable. Full length mirror needed in bedroom.

Grounds and Layout

Well-tended tropical gardens. Lobby, spa, bar, coffee lounge (evenings only), theatre, Oriental restaurant and Buffet set well back from beach. Activity pool with swim up bar and quiet pool next to one another behind beach. Plenty of loungers around pools but most reserved very early. Mexican restaurant adjacent to quiet pool and served as snack restaurant during the day. Italian restaurant on beach.

Beach

Wide with lots of loungers. Glass fronted walkway along seafront with two small beaches either side. Enough sun umbrellas to find shade. Sporadic drinks service around pool and on beach.

There was a lagoon about 15 minutes walk along the coast. This had superb shallow waters and was fed by rivers that were good for snorkelling.

Food

Buffet - breakfast a bit samey and food quality variable. Often too cold and items not replenished quickly. Lunch - Better. Some choices very good. Evening - Theme evenings. Good variety and quality varied from very good to mediocre. Pleasant ambience.

A la Cartes - No bookiing and unlimited access. Italian generally good and well-presented. Excellent service. Mexican bland to poor. A let down. Oriental show cooking entertaining, but food quality average. Starters quite good. Overall, food not hotel's best point, but at times could be quite good.

Drinks

House wine not good. Cocktails and mixed drinks were usually too weak. Not enough bar staff. They worked very hard and were rushed off their feet, but were friendly and obliging.

Entertainment

Nice outdoor seating area with almost continuous evening entertainment, including good saxophonist. Shows varied in quality. Weekly lunchtime pool party with live band was good. They returned in the evening for another good pool party.

Summary

Pros - Adults only, smaller, friendly, excellent hard working staff, lovely grounds and pools. Entertainment varied and quite lively.

Cons - Access to sea limited, food variable, drinks quality mediocre, not enough restaurant and bar staff.

Highlights - pool party, lagoon.

Overall Verdict

A smallish resort with a friendly, lively atmosphere, let down somewhat by its poor access to the sea and lack of bar staff.

  • Stayed: February 2013, traveled as a couple
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5  Thank Martin_Teresa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 24, 2013

Check in was smooth, rooms were great. The staff works hard at keeping the whole site clean and comfortable. The wildlife was a neat experience with the coati, iguana, and others being so up close. The food was very good and the entertainment staff not only kept things interesting during the day but provided top-notch shows every night in the theater and still had energy left for the dancing to music in the courtyard afterward. All of the staff from gardeners to waiters to cooks to housekeeping were very courteous, always greeting you with a smile and "Hola". Two of the staff in particular were very special to us. Imelda and Danyel will never be forgotten and I need to give them special mention. They both work as bar waiter/waitress outside and waiter/waitress in a restaurant during meal times and always made us feel very special. I came to relax and enjoy the warm weather and sun and came away with much more. Great value, great surroundings, great staff. I recommend it to anyone.

  • Stayed: March 2013, traveled as a couple
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3  Thank Daryl L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 24, 2013

Well what a lovely fortnight staying at this hotel. The rooms were cleaned daily to a very high standard. The food in the buffet restaurant was by far the best out of all the restaurants with such a varied choice of food cooked fresh infront of you(always a plus for me). The entertainment staff were friendly but never pushed or kept on at you to join in,David was a very plesent chap that always had a smile on his face as did the whole team. This also stretches to all other staff members gardeners barstaff waiters/waitresses everyone was always friendly and happyto help.
My only gripe would be the sax player although good found the noise level too loud when you were sat trying to have a chat of an evening out on the terraced area. Evenings little chilly so take a lite jacket/cardigan.
The gardens were amazing and beautifully kept and dont be shocked with the wildlife roaming freely around.
The beach is a little on the small size as they have coardened of a section for the privalaged guests but there are plenty of sunbeds and umbrellas and this is the same at the pool areas.
We had a taxi into the town which cost about £10 eachway always agree price beforehand.
Really good value for money.

Room Tip: 2nd floor rooms nicer views.
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  • Stayed: March 2013, traveled as a couple
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3  Thank Jackie C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 24, 2013

This was it first time out of the state's and the ocean maya royale was a perfect choice! This all inclusive adult resort was beautiful from the rooms to the restaurants to the grounds and beaches. The entertainment staff was amazing and so much fun! Thank you Carmen, David, Jovani, Javi, Denise and Amy! We miss you! Hope to come back someday. Definitely recommend this resort.

  • Stayed: March 2013, traveled as a couple
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2  Thank AmberWatson
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed March 22, 2013

26/2/13 two week stay with friends
Thomson flight
Holiday got off to a bad start 23 hrs 30 mins delay, in fact by the time we finally left the Tarmac it was 24 hrs 15 mins on 27/2/13.
Cabin crew vocally complaining & not happy since they should have been going to Cape Verdi but had been brought in for our Mexico flight. 2hrs from Mexico toilets out of action, cabin crew announced they would not be serving tea/coffee with the food since toilets were out of action,however they continued to sell alcohol to passengers regardless of the toilet issue.
NOW, for the hotel.
We had paid for the privilege package, what a joke !! Rooms are in the oldest part of hotel that has been the original time share. No decent view & balcony was small &confined foliage was swarming with wasps in the morning,( was stung twice) the bedrooms are nothing special, very little space for hanging cloths & only a couple of drawers.
FOOD, was a disgrace substandard quality and cold, was told to warm food in microwave, we were refused English breakfast tea bags on several occasions & only got these when we complained, waiter in privilege area told us everyone wanted tea bags so there was none,however he kept them in his apron pocket .
PRIVILEGE LOUNG, this was another con, no cups for tea/coffee no milk & no mixers for Gin& tonic etc, closes at 6pm.
Micke coffee shop served coffee in plastic cups, not as described in hotel e- broacher. We were informed the coffee shop would open when the weather was bad. This did not happen.
This hotel is geared for the American market & not for the British.
We also experienced a serious security issue !!!! Management did nothing about it other than stall for time until it was time for us to go home, we were lied to from Thomson rep, I was promised a copy of the report also a letter from manager & a meeting with manager. No copy of report no letter from manager & surprise surprise no meeting with the manager.
The only positive I have about this hotel is for the housekeeping girl MIRNA she worked very hard &kept our room spotless, also the young girl serving drinks at the privilege beach section, she run her little legs off.
The gardens are beautiful, however, I did not pay all this money to sit in the gardens.
Privilege beach are was also a joke, we paid extra for this service,but, it was being used by guests who should not have been there ,this was also the case in the reception bar,guest having premium drinks that had not upgraded for the privilege package, all they did was pass a couple of dollars to the barman, so, it's the privilege guests that have paid for everyone else to have these privileges without forking out for them. (Free loaders)
I will be more than happy to answer any questions regarding this hotel. My email address is mahri4@hotmail.com
I could go on & on about all the negatives of this hotel, definitely not 5* would only give it 3*
I would not recommend this hotel to anyone.
If you are set on booking this hotel I would suggest you spend the extra on requesting a see view room.
My letter of complaint is on its way to Thomson head office regarding all the issues mentioned.

Room Tip: Privilege section not worth the money, just have the standard delux.
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  • Stayed: February 2013, traveled with friends
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3  Thank MarieGlasgowScotland
This review is the subjective opinion of a TripAdvisor member 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:
#26 Top resorts Hotel in Playa del Carmen
#33 Family Hotel in Playa del Carmen
#34 Spa Hotel in Playa del Carmen
#36 Luxury Hotel in Playa del Carmen
#37 On the Beach Hotel in Playa del Carmen
#51 Romantic Hotel in Playa del Carmen
Price Range: $180 - $636 (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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