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Reviewed October 2, 2018

With the additions on the Grand Mayan area and the improvements on the restaurant and lazy river right now by far is the best Resort in the area. The golf course is in excellent conditions and very demanding for Handicappers of 8 and beyond. The restaurants as always with excellent food including the room service.

Stayed: August 2018
1  Thank Viyar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 1, 2018

My family and I just enjoyed another great stay at the Mayan Palace. The resort is truly beautiful. It is set in a remote area south of the town of Puerto Penasco. The resort grounds are always very well maintained. The staff does an excellent job keeping the grounds both clean and well blended into the natural beauty of the area. The ocean, desert, and lakes surrounding the resort are truly amazing and full of nature and life. It really is a piece of heaven.

The staff at the resort is one of the primary reasons why we continue to spend time there. From arrival to departure, the entire team does a great job of supporting the guests’ needs. The bell staff is always very friendly and it is like returning home as soon as we arrive. The front desk staff is professional, friendly and efficient. The restaurant/pool/bar staff is also very good. They are all very friendly and work incredibly hard to ensure the guests are happy. The entire wait staff is like family to us. Special thanks as always to Rogelio, Adrian, and Arturo at the Mayan Palace Pool. Also, Carlos, Omar, and Andres at the Bakal Restaurant for breakfast.

The resort also has a first-rate Kid’s Club. We have a 2 and ½ year old, and we spent a couple of days enjoying the Kid’s Club with him. The club offers a great kid’s pool and play area outside. The pool has some very fun kid-oriented water park activities and also has an indoor lounge catering to kids of any age. Everything from blocks for small kids to Wii’s and foosball for older kids. Special thanks to Jessica at the Kid’s Club for hosting us and showing us all a good time. It really is a top class facility and operation.

The food at the resort is also amazing! Whether from the Blache pool bar, the Bakal restaurant, or room service, everything we ordered was very good. The food is one of the reasons we come back multiple times a year. Thanks to the chefs and the food preparation teams!

I also want to recognize the cleaning staff. The team who clean and service the resort grounds is very good. They work very hard to ensure an immaculate resort both inside and out.

Our stay was very good as always. While the natural beauty of the resort and location is the highlight of any stay, it is always closely matched by the attention to detail and service from the staff. A big thanks to the resort management and the staff for all the work you do to make our stays so enjoyable.

I would highly recommend both the Mayan Palace and the Grand Mayan to anyone who is considering a trip to Puerto Penasco or Mexico.

  • Stayed: September 2018, traveled with family
    • Value
    • Sleep Quality
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Thank PaulandDianaPHX
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 17, 2018 via mobile

Bar staff was fantastic. The Resorts back-end system is a disaster. So much confusion with the room and bill. Had to have my room access reprogrammed 6 of the 7 days we were there, sometimes multiple times a day/night.

The sales pitch is worse than buying a used car from "that part" of town. Get what they promise you in writing before attending, staff backed out of agreements and benefits made verbally. We were unaware of their policy "if an agreement wasn't written down" they would not honor it.

The only decent meal can be had at the pool bar 11am - 7pm hours. The one, yes one restuarant rivals your local Hiltion Garden Inn in terms of quality and offerings, not to mention it's a buffet, every meal.

Venture into town for a proper meal and true Puerto Penasco experience. A quick 35 min (one way) car ride or $50 round trip by taxi gets you there.

It is extremely apparent that all the resorts in this desolate and removed part of "town" is cash strapped and hemorrhaging money ever apparent by the unfinished buildings and obvious corners cut in hospitality and aggressive sales staff. When you are offered a 40k timeshare and the price dips to 2k by the end of the sales pitch something is clearly wrong.

Our group has stayed at the Grand Mayan in Puerto Vallarta previously and had similar expectations. However, these expectations did not only fall short but felt embarrassed that we had invited guests that had never been to a Grand Mayan and this was their experience.

It is curious why Grand Mayan would continue to put their name on such a subpar partially done project.

Our group will have to take this as merely a learning experience and travel to a place that can meet the minimalist of expectations.

Be prepared for a cheese managment response below.

Stayed: September 2018, traveled with family
Thank Dustin L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vidanta V, Manager at Mayan Palace Puerto Penasco, responded to this reviewResponded September 19, 2018

Dear Dustin L:

We appreciate the time you have taken to share your experience in our The Grand Mayan. We are pleased to learn our Bar staff was fantastic. They work tirelessly - day and night, to make our guests’ visits the most enjoyable experience ever.

However, as one of the most successful companies in the Mexican tourism field, we clearly communicate the terms and conditions associated with accepting an invitation to our sales presentation. Everyone - at free will, attends and we appreciate their visit whether they decide to acquire our products or not.

For that reason, the company employs and trains thousands of individuals that work hard day and night to satisfy each and every guest. We strive to make each and every one of our guests feel cared for, appreciated and respected.

In spite of this, we are sorry to learn about the inconveniences experienced and that your expectations were not met at this time. Nevertheless, be sure your comment will be shared with the appropriate management area.

Your comments are always important.

Best regards,
The Grand Mayan Puerto Peñasco Management.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 17, 2018

The buildings are nice and well maintained and the staff are all wonderful and very caring.
The hotel is about 15 miles from Puerto Penasco and then another 3-4 miles after passing the security gate. Boring drive through flat desert. Along the way there is a railroad crossing that has deteriorated so much that if you don't stop and go very slowly across it, you can jar the skid plate under your car engine loose and almost hit your heads on the roof of the car. (Photo attached). We went through an RCI exchange and had difficulty getting information in advance. Although they have a website that has an email address for a concierge, no one ever replies. The web site advises the hotel has purified water, but then they tell you not to drink the water, but buy water in the gift shop. Our room was very nice and well equipped, but the balcony is only large enough to stand on and there is no furniture on the balcony. We brought fold up camping chairs that barely fit (photo attached.) The hotel website advises nightly entertainment, but we learned it is very basic (always in the lobby bar that seats about 30 people and rotates between karaoke, disco music and name that tune contests. 40 TV channels but only 3-4 in English and no major networks. The wifi is good but you need to log back on every day and every time you turn a device on and off. The pool is nice, but only 3 feet deep so difficult to swim, but the pool chairs are not user friendly and don't lay flat. There is only one restaurant other than the pool snack bar. While the web site indicates they have buffets and ala carte for dinner, its only buffets. They start the pressure to buy a time share as soon as you check in. Kudos to the staff: particularly Hector, a dinner server; Fabian, a breakfast server; Adrian a lunch server; Francisco, a Bell boy.
We left a few days early. A very boring experience.
There is no other hotel within walking distance so very isolated.

  • Stayed: September 2018, traveled as a couple
    • Value
    • Sleep Quality
    • Service
Thank flash531
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vidanta V, Manager at Mayan Palace Puerto Penasco, responded to this reviewResponded September 19, 2018

Dear flash531:

Thank you for providing your experience in our Mayan Palace. We are delighted to learn that our staff was welcoming, as this is what we strive for every day. We will gladly share your feedback with Hector, Fabian, Adrian and Francisco as working to anticipate and exceed your every need is very important to us.

However, we are sorry to hear you had some inconvenients during your stay and sincerely apologize for not being able to reach your expectations to the fullest. Our goal is to make each one of our guests’ vacations relaxing and we look to please them by making sure they receive all the benefits they are expecting to enjoy during their vacation. With that in mind, your feedback will be shared with all the appropriate areas.

Lastly, your exchange company must provide you with all the information relating to your stay before to your arrival.

Your comments are very welcomed.

Warmest regards,
Mayan Palace Puerto Peñasco Management.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 8, 2018

Property is really nice but resort fees are crazy, especially since the food and drinks are so expensive at the resort. The timeshare people lie and say that if you listen to the presentation you will get 50% off your entire bill but they only give you 50% off your resort fees.

  • Stayed: August 2018, traveled with family
    • Value
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    • Sleep Quality
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Review collected in partnership with RCI
Thank jjuarez0815
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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