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“Spectacular”

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Barcelo Maya Palace
Ranked #6 of 17 Hotels in Puerto Aventuras
Certificate of Excellence
Reviewed October 14, 2012

This is our 4th time to Barcelo in Riviera Maya,(3 times to Palace and once to Tropical). We have returned each year to Palace because in our opinion it is the best! Prior to leaving we requested our room (Oaxaca building #8656) by email to Mr. Reyna and he forwarded our request to the reservation area and our request was honored. Just walking into the lobby brings tears to my eyes. The absolutely breathtaking views are priceless. Check in was quick and smooth. Bags delivered immediately. Room is always clean.Lunch buffet great, plenty to pick from. Pool area is fantastic. It is so large you never feel like its crowded. Reservations at dinner were all available when we wanted. We ate at the Italian, French, Japanese and steakhouse during our 7 night stay. All are great. Great food and service. These people work very hard to ensure your dinner, experience and overall stay are pleasurable. We have absolutely no complaints about Palace. Beautiful grounds kept up daily by the staff. We by chance tried Palace in 2009 and have returned there every year since, if you are considering this resort for the first time it is truly spectacular. Thank you to each and everyone of the hard working staff at Barcelo Palace, you are doing a great job!

Stayed: October 2012, traveled with family
10  Thank EMR97
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded January 9, 2017

Dear Guest,

Thank you very much for your amazing feedback, this motivates us as a hotel to keep up the good work and improve day by day to create great experiences to our guests.
We really appreciate your evaluation and hope to welcome you back soon!!

Warm Regards

The Management

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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4,381 - 4,387 of 7,833 reviews

Reviewed October 13, 2012

Lots of EXTRA charges not included in the so CALLED ALL INCLUSIVE. Be sure to find out ahead of time about this, unlike us. Been to other true all inclusives in the area and never had additional charges for things that are usually included. Property is nice, the beach is awesome. They give you towel cards that you have to turn in each time for towels and if you forget your towel at the pool you are charged (probably charged to your room so many may not even be aware). Also, no internet service, no poolside grills, no room service. There are bar menus BUT YOU PAY EXTRA FOR THAT FOOD. The wine list wines are NOT INCLUDED. Reservations are required for all dinners (and you better make them for every night of your trip when you arrive or you will not get any, even though every night there were lots of empty tables) except buffet. Room smelled of sewer-we voiced concerns of this every day and nothing was even conveyed to us. We traveled with family and they smelled it outside of our door just with us opening room door. The layout is not good, its huge and all the rooms are long walk away from lobby for shuttles, etc-- Didn't mind cause we needed the excercise but wouldn't be good for little ones or elderly. So called nightly "shows" not well advertised and not that good. Communication overall terrible about anything going on that didn't involve spending MORE money . Oh and be careful-the tile is very slick on walkways, lobby, going to restuarants, etc. Hope this is helpful. Wish we would've known this stuff prior to trip.

Room Tip: Closest to lobby and check the room first to make sure clean and no bad odor
See more room tips
  • Stayed: October 2012, traveled with family
    • Value
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9  Thank LEEFQ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded April 21, 2017

Dear Guest,

Thank you for your valuable review, we are sorry about our reply being delayed as we really appreciate that you have taken some time to write your comments about your experience in our hotel and this comments have been noted and shared with the leaders of every department.
We have been working hard to improve all our opportunity areas in order to achieve all our guests’ satisfaction.
Once again, we thank you for staying with us and hope to welcome back soon.

Regards,

Them Management

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 13, 2012

We had never been to Mexico and were quite cautious about doing so. Well, after having stayed at the Barcelo Palace and toured the surrounding area, we can say with total confidence that you should visit the Riviera Maya and its wonderful, friendly people. This hotel is the best of the five at this location and is worth every penny - the rooms are all huge, with a separate seating area, balcony with a view, and massive bathroom finished top to bottom in marble. There is a wide choice of free refreshments in your fully-stocked fridge. There is no limit to food choices at the restaurants here, with one or two buffets open throughout the day. The specialty restaurants are a real treat - the French one called the Brasserie was our favourite - where you'll be spoiled while fine dining. The pools are unbelievably beautiful, the beach sand is soft like silk, and the sun is HOT! We took two tours that we would recommend: snorkeling at Xel-Ha (we are beginner snorkelers and were quite comfortable among the experts here) and rappelling, zip lining and pyramid climbing on the Coba Mayan expedition.
Suggestions: Book your transfer to & from the airport ahead of time. We're glad we did (you want a reliable ride when you're leaving in the middle of the night to catch an early flight!) and used the same company, Best Buy, to book our day tours with. And reserve your restaurant meals ahead of time to get your preferred times. The only negative comment was that the air conditioning was cranked way too high in the restaurants (so we opted to eat by the sea on their beautiful balconies) and the room (we left our balcony door open a crack when needing to warm things up a bit). We are already talking about going back and would love to bring some friends and family along.

  • Stayed: October 2012
    • Value
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Thank Pyramid-monkey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded January 9, 2017

Dear Guest,

Thank you very much for your amazing feedback, this motivates us as a hotel to keep up the good work and improve day by day to create great experiences to our guests.
We really appreciate your evaluation and hope to welcome you back soon!!

Warm Regards

The Management

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 12, 2012

This hotel ROCKS. the pool, the attention to detail, the food, the staff...OMG, the beach...swimming with sea turtles that live in their beach waters. Their coral reef, their activities and kid stuff. Scuba...omg, so awesome. The sea is so crystalline and beautiful. We had a fantastic time here. As far as hotel facilities go it is an A+.

HOWEVER...and this part I don't understand at all.

Our room was full of tiny ants. Turn down service gives you a caramel candy each night, and when we arrive, the bed is full of ants eating the candy. We left a doughnut on the credenza, millions of ants. Little tiny teeny weeny ants EVERYWHERE...EVERYWHERE.

Just before check out, I dropped my pills behind the desk. Moved the desk. Black mold everywhere. not a dot of black mold, but a black wall of black mold. Freak out. Run away.

Both sinks were clogged. I got the engineer in. He made a big mess and didn't clean it. ..."senior..es reparado'. but it was still clogged. So I called the concierge. "yes senior, I will send someone at 10am" Nobody came. so we just dealt with clogged sinks instead of wasting hours waiting for nobody.

UGH- Chemical stench...In the worst parts of Mexico when I was a kid (1980s), Mexicans used an ammonia based disinfectant that has a limey citrus smell. It is so toxic that it causes nausea and headaches (and surely internal bleeding). Our room stank of this disinfectant (every day) that we had to keep the screen door open at all times while we were in the room. I asked the cleaning lady not to use it, but she responded like I do to homeless guys asking for spare change, and she kept on spraying.

Fortunately, we were almost never in the room, which, to the eye, was quite stately and comfortable, despite of the wall of black mold, the chemical stench, and the ants. (um, yes, it's the tropics, but still...not the 5 star tropics I expected).

Room Tip: I heard the Toucan hotel has more wildlife, awesome beaches, and no ants, mold, or chemical stench...
See more room tips
  • Stayed: October 2012, traveled with family
    • Value
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3  Thank steveboullianne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded April 21, 2017

Dear Guest,

Thank you for your valuable review, we are sorry about our reply being delayed as we really appreciate that you have taken some time to write your comments about your experience in our hotel and this comments have been noted and shared with the leaders of every department.
We have been working hard to improve all our opportunity areas in order to achieve all our guests’ satisfaction.
Once again, we thank you for staying with us and hope to welcome back soon.

Regards,

Them Management

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 11, 2012

We've been to other places in the Rivera Maya in Mexico that are ALL INCLUSIVE.
This Barcelo IS NOT TRUELY AN ALL INCLUSIVE - once we got there we found out things NOT INCLUDED like internet, room service, all specialty wines on lists they give you at dinner, all foods on menus at bars are EXTRA, This has never happened at other places that say they are all inclusive. The beach was beautiful and lots of beach to take walks, etc. WOULD NOT GO BACK BECAUSE OF ALL THE EXTRAS THAT WERE NOT INCLUDED IN THIS SO CALLED ALL INCLUSIVE!!!!! Also, at EVERY single meal they bring you the same questionairre they want you to fill out to rate them. We wrote comment on every single one that it's NOT TRUELY AN ALL INCLUSIVE if those things i mentioned above are not included. NO RESPONSE FROM ANYONE THERE at All!!!! reservations were required for restuarants, there was no poolside grills or anything. Beautiful property, but NOT all inclusive.

  • Stayed: October 2012, traveled as a couple
    • Value
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8  Thank la f
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded April 21, 2017

Dear Guest,

Thank you for your valuable review, we are sorry about our reply being delayed as we really appreciate that you have taken some time to write your comments about your experience in our hotel and this comments have been noted and shared with the leaders of every department.
We have been working hard to improve all our opportunity areas in order to achieve all our guests’ satisfaction.
Once again, we thank you for staying with us and hope to welcome back soon.

Regards,

Them Management

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 10, 2012

Dont be afraid to move rooms if your room smells of sewer and it was bad
Please be aware they claim to be an all Inclusive Resort but when you get there you will be charged extra for Room Service and Internet, and be carefull all drinks are not included they will be charged to your room, The place is beautifull but they are not all Inclusive ,only if you pay for their Premium Plan, unfortunately I didnt find that out until I was there

  • Stayed: October 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
5  Thank PatrickQ1003
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded April 21, 2017

Dear Guest,

Thank you for your valuable review, we are sorry about our reply being delayed as we really appreciate that you have taken some time to write your comments about your experience in our hotel and this comments have been noted and shared with the leaders of every department.
We have been working hard to improve all our opportunity areas in order to achieve all our guests’ satisfaction.
Once again, we thank you for staying with us and hope to welcome back soon.

Regards,

Them Management

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 10, 2012

A little late on this review. We traveled here in May with a nearly 2 and 4 year old at the time. We chose this resort over many because of the water park(s). There are actually two if you count the sister property right next door which you have access to if staying at the Palace. The water parks are perfect for little kids. I loved that there are lifeguards on duty and they really do keep watch. At first I was taken back by the fact parents are not aloud to go down the slides but understand that it is a safety measure that prevents the little ones from getting hurt. Our kids had the best time playing in one of the two water parks daily. The water parks alone make this resort a 5 star but only giving this resort 4 stars because of the food. Which having traveled to many AI's resorts I'm fully aware food is not always the best. But was really disappointed in all of the food especially the buffets at this resort and its sister properties all of which are next door to one another (believe there are 4 total) and the fact that there is no 24 hour room service (included) which i think is a must when traveling with young children. Also, I think it's crazy you have to make reservations in advance and between the oddest hours. Children are very unpredictable especially when it comes to meal time. Having to think ahead to when you think everyone would be hungry, get ready, and go eat is usually (always) a mess with little ones. It would have been so nice if room service was included so we could have had a peaceful meal here and there with out the fuss of being out in public with two tired and fussy babies. Or even if they had an outdoor grill/snack bar where you could walk over to grab a hamburger, hot dog and fries while in your swim suit. Those were really my only complaints and a big one for parents with young children. However, Again I think the water parks totally make up for it and we will be returning to this property in the future.

  • Stayed: May 2012, traveled with family
    • Value
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    • Sleep Quality
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    • Cleanliness
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4  Thank kmp717
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded January 8, 2017

Dear Guest,
First of all we want to thank you for your preference and we appreciate the fact that you took some time to write your feedback about our resort.
As a hotel is it is very satisfactory to see that our guests enjoyed their stay here, and we will continue providing the service with the same quality and improving in our areas of opportunity.
We hope to welcome you back soon !!

Best Regards.
The Management

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 Barcelo Maya Palace

Address: Carretera Chetumal-Puerto Juarez km 266.3 | Xpu Ha, Puerto Aventuras 77750, Mexico (Formerly Barcelo Maya Palace Deluxe)
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Puerto Aventuras
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Family Hotel in Puerto Aventuras
#3 Business Hotel in Puerto Aventuras
#4 Romantic Hotel in Puerto Aventuras
#5 Luxury Hotel in Puerto Aventuras
#5 On the Beach Hotel in Puerto Aventuras
#5 Top resorts Hotel in Puerto Aventuras
#6 Spa Hotel in Puerto Aventuras
Price Range: $296 - $583 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Barcelo Maya Palace 4.5*
Number of rooms: 756
Reservation Options:
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Also Known As:
Barcelo Maya Palace Deluxe Hotel Puerto Aventuras
Barcelo Puerto Aventuras
Barcelo Hotel Puerto Aventuras
Barcelo Maya Palace Riviera Maya/Puerto Aventuras, Mexico

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