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Reviewed December 15, 2017

Barcelo Maya Resort is a wonderful place, consisting of five 5-star hotels. We stayed at Barcelo Maya Palace, which is considered the top property in the resort. Starting with the spacious, white sand beach, swimming with turtles, rays, all kinds of tropical fish, continuing with the exceptional gardens all around the resort, the variety of types and the quality of food options and finishing with the excellent service, there is nothing left to wish for!

Date of stay: December 2017
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
1  Thank Dimitar S
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 December 17, 2017

Dear Guest,
We greatly appreciate the time you spent to share your recent holiday experience at our Barceló Palace hotel and we thank you for your kind recommendation to Tripadvisor’s readers .
We thank you for pointing out the cleanliness of our installations, being fully aware that this is an aspect of primary importance for our guests to feel comfortable in our hotel, our housekeeping staff undertakes a thorough cleaning of our installations and rooms on a daily basis.
We also greatly appreciate your comments on the quality and variety of our buffets because our talented team of Chefs strive to ensure a wide variety of both local and international delicacies for each service to please all palates, it is indeed very rewarding to read that we were able to conquer yours.
Once more we thank you for choosing our hotel for your holiday and very much look forward to having the opportunity to serve you again in the future.
The Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 15, 2017

We have been to this resort 2 yrs ago. We stayed at the Tropical. This time we stayed at the Palace and it was 10x better. The staff, the food, and the cleanliness of the resort is amazing. We’ll be back

Date of stay: December 2017
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
Thank ashleylynnm
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 December 17, 2017

Dear Ashley,
We first would like to thank you for making our Barceló Palace your preferred choice for your holidays in Riviera Maya , it is always a pleasure to welcome back our most loyal guests year after year.
Thank you for your lovely comments regarding the service you received from our team members, we will make sure to share your kind words as we know it will mean a great deal to them.
At Barceló we know that meals are an important aspect of our guests' overall holiday expérience in our hotels, this is why our team of Chefs prepare for each service a wide variety of delicacies to cater for all diet requirements and please the most demanding palates, we are therefore very pleased that we could satisfy yours.
Last but not least, thorough cleaning being an absolute must for Barceló we thank you for highlighting the cleanliness of our hotel; we strive to give total confidence in this area, being fully aware that this is basic for a comfortable holiday expérience in any hotel.
Again we thank you for this very kind review of our hotel and we look forward to serving you again in the future.
The Management

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Reviewed December 15, 2017 via mobile

The resort is wonderful and highly recommended! If you are looking to book a day trip with barcelo vacation bookings (on site at the hotel) exercise caution when booking with them. We tried to book a surprise golf trip for my dad and several things went wrong. At first we were issued the wrong ticket and had to go back for a different one, then our transportation was supposed to arrive at 6:40am and did not come. There was no one available to talk to until 730 at which point they offered to have us wait another hour and then drive an hour to the golf course or cancel. We cancelled and advised we could not be refunded until 430pm on Friday (this is the only time they can refund you) and there were no managers available. Allegedly, athe mistake was by the golf course and they sent the transportation to the barcelo in Cancun by mistake.

We have been coming to Barcelo for 18 years and this was an extremely disappointing experience. We were embarrassed that my father got up early for a surprise and then wasted his time as well as putting a damper on our trip.

Date of stay: December 2017
Trip type: Traveled with family
Thank Emma H
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 December 18, 2017

Dear Emma,
Although we are quite surprised and dismayed by the content of your review regarding your holiday at our Barceló Palace , please rest assured that your comments have been taken onboard and revised by Tours & Excusrions Management team, however we would like to take this opportunity to clarify certain aspects of your review as a simple matter of exactness of the information reported.
Unfortunately the provider of the Golf service despite having in writing via email the schedule and Lobby to pass by you and have confirmed the service, had an error and did not arrive on time, our representative when arriving at the table at 7:30 found the situation. After apologizing for this error, we offered to leave later or re-schedule but none of the options was viable for you so we proceeded to offer the reimbursement.
We regret that the efforts of the staff of Tours and Excursions Management have not been enough to clean up the bad image created and thus affecting the good image of the Hotel. In any case, our Director of Tours and Excursions sent an email to the provider of this service calling attention to them.
Thank you again for your visit and constructive critics, our primary goal being to assure our guests feel comfortable and fully enjoy their visits, we are eager to regain your confidence during another occasion if you gave us that chance
The Management

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Reviewed December 14, 2017

My husband and I visited Barcelo in December for the first time on our third visit to the Mayan Riviera. We were ultra impressed by the exemplary service of every staff member on site. We encountered friendly, professional and genuine warmth when enjoying the amenities of the resort.

The beach is beautiful, situated in a protective cove. We snorkeled all three days during which we saw an active array of marine life: sea turtles, schools of colorful fish and sand rays.

There are three restaurants which require reservations: one,The Caribe, we visited twice for the quality of entrees and appetizers. The seafood was ultra fresh and the appetizers were well crafted. Most of all, the service was spot-on professional and responsive. The first night Facundo Chan and Jorge made us feel like special guests---Facundo even took the time to help me out with attempts to speak Spanish. The second visit to this restaurant was equally enjoyable due to the great service from Oscar Vasquez and Erik. Their service represents the dedication of the entire staff in providing a more than memorable experience.

The room we stayed in was nicely decorated and again, the service and cleanliness was prompt and always done by the time we returned from breakfast. One night we locked ourselves out of our room and Ulysses in security happened to be in the area, locating a response within 10 minutes.

Every night after dinner we wandered the grounds and found the maintenance and cleanliness to be very impressive. All the paths are well-lit and enjoyable for meandering.

Room tip: If you don't mind walking, we were in 8411 Michoacan, otherwise look at lower numbers. Trams are also available.
Date of stay: December 2017
  • Trip type: Traveled as a couple
    • Rooms
    • Cleanliness
    • Service
Thank HollyBeachTripper
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 December 17, 2017

Dear Guest,
Thank you for the great feedback of your recent holiday experience at our Barceló; guest satisfaction is our number one goal and there is nothing better than achieving that, we are happy our hotel and staff were able to meet all your needs during your stay.
We are thrilled to read that you felt welcome and supported from the moment you arrived until the moment you departed and will not fail to share your compliments with the entire team as we know it will be a great source of motivation to keep on going the extra mile.
At Barceló we know that meals are an important aspect of our guests' overall holiday experience in our hotels, this is why our team of Chefs prepare for each service a wide variety of delicacies to cater for all diet requirements and please the most demanding palates, we are therefore very pleased that we could satisfy yours.
Thank you for pointing out the beauty and comfort of our newly refurbished accommodations designed to make our guests' stay as comfortable as possible with design furniture and the latest technology, being fully aware that an attractive accommodation plays a key role to our guests' overall holiday expérience, we are therefore very pleased to read that you were satisfied with yours.
Once more we thank you for choosing our hotel for your holiday and very much look forward to having the opportunity to serve you again in the future.
The Management

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Reviewed December 14, 2017

This was our third trip to the Palace. This is always a weeklong celebration of our marriage. My husband and I don't do regular dates throughout the year so this our week long date. The Barcelo Palace is an exceptional place to rejuvenate your relationship, enjoy great service, delicious meals, in a beautiful natural setting. We will continue to come here for all the above reasons. Thank you again Barcelo! ~ The Steichen's

Date of stay: December 2017
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
1  Thank Mexico16
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 December 17, 2017

Dear Mr. & Mrs. Steichen,
First and foremost, Happy Anniversarie! Thank you for choosing to spend such an important event with us at the Barceló Palace where our goal is to make our home feel like yours.
Moreover we thank you for your wonderful comments on service which of course have been shared with the entire team. It is always a great source of motivation for our staff to hear that our guests appreciated their services and attention to detail.
We are glad to read that you really enjoyed our unbeatable location to visit the wonders of a vacation in Riviera Maya!
Once more we thank you for sharing your experience with us and look forward to serving you again soon.
The Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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