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“Paradise found” 5 of 5 bubbles
Review of Ocean Maya Royale

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Ocean Maya Royale
Ranked #48 of 212 Hotels in Playa del Carmen
Certificate of Excellence
Northallerton
Level Contributor
46 reviews
21 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
“Paradise found”
5 of 5 bubbles Reviewed April 15, 2013 via mobile

We Returned yesterday from a fantastic two week. This is a smaller hotel than other all inclusive hotels we have stayed in in Mexico, the attention to detail made us feel special. Rooms were clean and modern, there was a lot of work going on around the hotel during the last couple of days we were there. We were not pleased when they stared drilling by the side of the pool.
Food was good always something to try and no upset stomachs which is always a bonus. We ate at the Japanese restaurant three times as it was so good. Drinks where a little hit and miss some stronger than others.
The manager of the hotel is visible around the hotel checking the restaurants and pool area, we were lucky enough to be invited to a special dinner with all the managers which was cooked by the head chef, this meal was fantastic and made even more special by the managers waiting the tables and meeting people from several countries.
The sun bed run which starts about 6.30 if you want shade was a real pain the hotel needs to provided more sun beds and parasols. The pools are clean and we enjoyed being by the active pool which could get rather noisy especially in the afternoon.
The evening entertainment was good but repetitive, the entertainment team have so much enthusiasm and do not push you to join in.
The lobby bar was very noisy during the first week but this was all nationalities. Jo-Jo a waitress in the bar made our holiday as she was friendly and funny. During the second week most people left the bar about 12 maybe as they knew they had to get up for the sunbed run.
In conclusion this holiday has been one of our best made special by people we met. We would love to return soon or another H10 hotel.

Stayed April 2013, traveled as a couple
Helpful?
2 Thank Northerners91
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 review, April 21, 2013
Dear guest,

Thank you for writing a review on Tripadvisor. We are very pleased to read that you have spent two fantastic weeks with us. We are sorry if some movement was around the pool for a couple of days, but we are constantly looking at improving the property for our guests. We were also very happy to host you at the special dinner, this takes place every thursday and it is serve by all the managers, which give the chance to the guests to know us a little better.

We hope that you return with us in the near future.

Kind regards,


Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10hotels.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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6,152 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (1,526)
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English first
Omaha, Nebraska
Level Contributor
10 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
5 of 5 bubbles Reviewed April 15, 2013

This was our second stay at Ocean Maya, and we will definitely go back for a third time. All of the staff members are extremely kind, helpful, professional and incredibly hard-working. They will not hesitate to accommodate all requests and make sure you are happy and satisfied. They also provide very personable service. We left feeling very special and like we really got to know a couple of the staff members. As I said, all of the staff were wonderful, but Azucena & Yovanetti really they stood. They definitely go above & beyond and are truly exceptional. We stayed in the 'Romance Suite' while there & the room was great. It was nice having a separate living area from the bedroom, we had a pillow menu which was a nice touch, you receive Privilege amenities, the jacuzzi tub was large & very relaxing & the shower was also large. The spa services also exceeded expectations; would definitely suggest scheduling something there. We received a couples massage that was quite a treat. While waiting for the massage we got to wait in the 'relaxing room'; it was lit by candlelight, soothing music played & we got to lay back & relax with scented neck pillows. The room for the actual massage was dimly lit by candlelight. We received the massage, an exfoliating treatment, then got to relax in the jacuzzi tub while enjoying chocolate covered strawberries and champagne. The food at all of the restaurants was good. There was variety at the buffets. At night all of the restaurants had great food. I loved the Italian, Mexican and Japanese. We loved every minute of our vacation. It is perfect if you are looking for a smaller resort that does not have a wild, party atmosphere. There is the 'activity' pool if you want a more social, louder, active time during the day. The 'quiet' pool was perfect for us & it fun to hear what was going on from the other pool or swim to the end of the quiet pool & watch what was going on at the activity pool. Great place!

Room Tip: I would say it is worth the extra cost to book any of the rooms that offer Privilege amenities.
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  • Stayed April 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank kathryn_78_13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Victoria, Canada
Level Contributor
50 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
4 of 5 bubbles Reviewed April 14, 2013

We were meeting our friends from England and needed to choice a resort that both of us could book and was reasonably priced. We read the reviews for the H10 and decided to give it a go. We were not disappointed by any aspect of this resort.
From the time we arrived and until it was time to leave, the staff treated us as family.
The food was OK, nothing really special, but having stayed at many resorts, we know bad food and this was not. Each meal was fresh and hot.
The beverages were as ordered. Always plenty of kick to wet your whistle.
The beach here is not great for younger children but the rest of the resort certainly would be.

  • Stayed May 2012, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
3 Thank arbie24
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 review, April 21, 2013
Dear guets,

Thank you for writting a review on Tripadvisor. We are very happy to know that you made the right choice by coming here to meet your friends, It is great to read that you all had a great time.

We hope to see you and your friends soon!

Kind regards,


Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10hotels.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dover, NH
Level Contributor
48 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 73 helpful votes
4 of 5 bubbles Reviewed April 14, 2013

We had a really nice first stay at Ocean Maya Royale, from March 31- April 8.

Resort- Loved the size and design of the resort, as well as the individual 8 suite bungalows. The grounds were lovely, and the beach was better than I had expected, having read about it on line. There was plenty of sand, and you could walk for a good way in either direction. Water was a bit cloudy the first few days, waves coming in were not clear, but it was very breezy, and after a couple days, had gorgeous clear water and waves.
PRO: Size and layout/ bungalow buildings.

Room- lovely room- nicely appointed and clean. Bed was a bit hard, but we slept well on it, despite the hard pillows. Room safe had a key instead of a combination lock, which you had to keep track of, in fear of incurring a lost key charge. Also towel cards. Also bracelets, which I don’t enjoy. Maybe they should just give the privilege guests a bracelet, instead of everyone? Bath was adequate, shower was good, could have used a bit more water pressure. Nice balcony, robes and flip flop slippers. I was glad I’d brought a makeup mirror with me, as the only mirror there was over the sink. Nice amenities, shower gel, shampoo/conditioner, soaps, shower cap, shoe shine kit, sewing kit. 2 washcloths were given daily. We didn’t miss the evening turn down service, but I would have liked a daily activities flyer.
PRO: Not to be ‘indelicate’, but the toilets at this resort had the best flushing power than any other resort we’ve visited. I was concerned with the signs about not putting paper in them, and the comments on line, but it was a non-issue- even the pool area rest room toilets were NOT sluggish at all, and were well maintained.

Pool- Nice pools- the ‘quiet’ pool was very large- unfortunately, there weren’t enough chairs or shade around either pool. No palapas, just some umbrellas that were stuck in the concrete- you couldn’t move them around. Water temp was perfect- I never went in the activity pool, which got noisy as the afternoon wore on.
CON- not enough chairs, palapas/umbrellas; no snack tables.

BARS- Swim up bar was nice, but understaffed. Guests were lined up on the walk-up side, and the bartenders tried to keep track of who was next, but there were a lot of inconsiderate guests who would ignore the line of people waiting to be served, and just line up along the bar to get served first.
There was a popcorn machine for the first half of our stay, but it broke. That was a great touch. I’d read that they had plastic cups to use for it, so I was glad I had brought some baggies with me to take a bit more back to our beach chairs. I also brought some ‘smoothie’ (fatter) straws with me, as I had read they didn’t have them at that bar, and I prefer to drink my frozen drinks with a straw.
PRO- popcorn machine
CON- not enough bartenders- especially since resort was at 96% occupancy.

Lobby bar- nice and large, with plenty of space to sit, since the lobby was right there, and the plaza was nice also.

Beach- I was prepared for a not-so-nice beach, but it was better than I expected. Lots of chairs there, but if you needed shade, you had to save them early. Maybe another week, you wouldn’t need to. Wait service was sporadic- most days, never saw a waitress. The resort needs to get the little square tables for beach and pool. I’d been forewarned, so brought a small collapsible cooler to set between our chairs and put our drinks in that, to avoid having sand all over the glasses.
CON- no snack tables; more staff needed for wait service.

DINING-We were disappointed that the a la carte staff did not enforce the dress code, despite it spelled out on the website, in the room instructions/manual, and was specified at check-in. When you make an effort to look nice for an evening restaurant, and see others coming in from the beach, it diminishes the atmosphere/ambiance.

Buffets- both buffets were understaffed, and service was sporadic. Sometimes there would be a hostess at the door to direct you to a table and take your beverage order, other times no-one was there, so we would eventually seat yourself, and have a wait for your beverage order to be taken. Once at El Charro at lunch, there were no napkins on the table. They need more staff to keep tables cleared, set up, and to provide beverage service.

La Hacienda- nice set up for breakfast, with plenty of choices. The omelet station wasn’t the best we’ve seen- the cook overcooked the fillings and the omelets themselves. We saw guests helping themselves to beverages, I didn’t really know if that was expected or not- other times, when I saw a guest helping themselves to coffee, a waiter approached them and took over.

Loved the Panini station that was there at lunch one day- we were hungry for a sandwich, and that hit the spot!

Staff was always friendly and helpful- we were a bit surprised that the wait and reception desk staff, were not as conversant in English- I realize we are in another country, but all the resorts we’ve been to in the past 6 visits had english speaking staff in those positions. Because of that, It was difficult to establish a rapport with our waiters, which we have always enjoyed.
Food was good- there was always plenty to eat. The desserts were better than most here. One night at La hacienda, they had little puff pastry swans with strawberry cream inside- delicious! We enjoyed the ice cream sundae bar at both buffets.
I did think it odd that there were no desserts at the El Charro buffet other than cookies, which was not always refilled, and yet at La Hacienda, there were cakes and pies, but no cookies.

Ala Cartes- we had the best service at these restaurants. Wait staff was exceptional here. We waited forever between courses at the Valentin last year, but here, service was prompt and friendly. Food was great- we ate at the Japanese twice – loved the spring rolls and the dumplings. Also ate at the Italian twice- love the special cocktails and appetizers that are presented.

Mike’s coffee bar- as others have said- I don’t understand why this is not open until 4pm.

Also- Morning coffee in the plaza was inconsistent- out of coffee, no cups- They need to be more attentive to this for the early risers.

We discovered a limited number of newspapers available each morning at the Reception desk.

The resort was at 96% occupancy that week, according to reception, but it didn’t really feel like it, other than the usual scarcity of shaded chairs at pool and beach. No wait at the restaurants, although we dined on the early side. There were a few large groups that were overly loud, both on the beach, and in the restaurants, which got annoying, but we took it with a grain of salt, and moved, when we could. The activity pool got quite loud in the late afternoon due to the drunks there, hooting and hollering like they were at a frat party. We just stayed on the beach where it was quieter.

Overall, we really enjoyed our stay, and would not hesitate to return. The minor differences in service between this and other resorts we’ve stayed at, would only affect our decision to go elsewhere, if the prices were the same. For us, the size and layout of the resort was an very positive factor in our enjoyment.

Thank you, Ocean Maya Royale, for a lovely vacation.

  • Stayed April 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
6 Thank browndover
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 review, April 21, 2013
Dear guest,

Thank you for writing a review on Tripadvisor. It always makes me very happy when I read reviews as complete as yours, because I am sure that it will be very helpful for so many future guests of the Hotel. Thank you for all the great comments about the property, specially I would like also to comment on the beach, because as you mention it is not bad at all, it will always depend on the season and the water currents, but at the moment looks really nice.

We hope you give us the chance to host you for a second trip.

Kind regards,


Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10hotels.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Birmingham, United Kingdom
Level Contributor
13 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed April 14, 2013

We have just returned from an excellent holiday in Ocean Mayo Royale. The accomodation is excellent, the gardens are beautifully manicured, and the food is varied and very tasty. There is a choice of 4 resturants and we particularly enjoyed the Japananse and Mexican ones. The staff are very hard working and very friendly. The beach and pool areas are kept scrupiously clean, and the rooms are cleaned to a very high standard in an inobtrusive manner. On the down side there are a lot of Americans who let their country down by being extremely loud at times, are demanding and brusk with staff, and they take their own very large drink containers to make the most of the free alcoholic drinks. Also, despite the signs, people reserve the sunbeds which is a pain as they remain empty all morning until the people who have reserved the beds turn up. Mosquitoes were a problem in our room so don't forget loads of repellant. Most people didn't have a problem in their rooms, and when I mentioned to reception our problem, they sent staff in the clear them. I would certainly return, our time went all too quickly, and I was very sad to leave. Thank you to the staff of Ocean Mayo Royale, and our Thomspn rep Zara for making our stay so special.

Room Tip: Don't have room 1702 as there is a mosquito festival outside the door, which fly in when the cle...
See more room tips
  • Stayed April 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
5 Thank Jacqueline W
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 review, April 21, 2013
Dear guest,

Thank you for writing a review on Tripadvisor. It is great to read that your holidays went passed so quickly due to the fact that you had such a great time. Thank you for all the complements to the food. I will tell Zara how good she was with you.

We hope to see you soon!

Kind regards,


Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10hotels.com
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Rosholt, Wisconsin
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 16 helpful votes
5 of 5 bubbles Reviewed April 13, 2013

This was our first trip to Mexico and it was great! Although we don't have anything to compare it to, Ocean Maya Royale was definitely an A+ resort in our minds. The resort and beach were very clean. They had plenty of seating on the beach and around the pool. Our only complainant would be about the guest saving the beds and lounge chairs with their towels and clothing but were no where to be found. The staff is amazing! They always have a smile on their face and go out of their way to say hi. Fernando and Jesus are excellent outgoing bartenders!! We also recommend locating "Eddy" to set up a massage. He has a wonderful personality and will definitely be missed. Unfortunately we didn't get to experience the Japanese restaurant due to my husbands heat exhaustion,we were told we missed a great show and very good food. The Italian and Mexican restaurants were also very good! You definitely do not leave hungry. Daniel in the Mexican restaurant is a wonderful waiter. We really have no complaints about the food. We spent most our time at the bar by the pool and would recommend maybe one or two more bartenders. We often were waiting for drinks since there was only one bartender working at times. All in all, this resort is definitely worth every penny!!

Room Tip: Rooms 700 & 800 are a great location, they are close to the beach and not to far from the lobby.
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  • Stayed April 2013, traveled with friends
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
7 Thank Staceytwin1
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 review, April 14, 2013
Dear guest,

Thank you for writing a review on Tripadvisor. We are very pleased to read that you and your husband had a great time with us. We would like to thank you for the complements made to some people from our staff team, they work very hard everyday. Regarding the reservation of the lounge, we do have signs up advising people not to reserve them, unfortunately when people does reserve them with personal belongings, we can not take them away, nevertheless we have enough sunbeds around pool and beach for all our guests to enjoy.

We hope to see you back soon, so you can try our Japanese 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.
v
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed April 13, 2013

We spent three weeks at this resort and thought it was fantastic!
Nice area, good food and a beautiful room was nice but the thing we brought home most memories of was the service minded staff.
Especially Any Martell ad David Diaz of the entertainment staff made quite an impression on us. Always in a good mood and very friendly they will be a major part of our memories of this vacation!

If you go there and meet them - say hello from "dancing Ann-Britt and "fractured toe" Peter.. :)

  • Stayed March 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Ann-Britt A
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 review, April 14, 2013
Dear Guest,

Thank you so much for writing a review on Tripadvisor. It is great to read that you had three wonderful weeks with us and that you had such a great impression from some members of the entertainment team, I am sure they will be very proud to read your comments. I hope that Peter's broken ote is now better.

We hope to see you back soon!!

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

Property: 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
#33 Luxury Hotel in Playa del Carmen
#36 Spa Hotel in Playa del Carmen
#37 On the Beach Hotel in Playa del Carmen
#51 Romantic Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$
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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