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“Lovely place”

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Valentin Imperial Maya
Certificate of Excellence
brewer
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“Lovely place”
Reviewed April 3, 2013

This is a very large and lovely place. We enjoyed our time here though it lacked in areas. Our room though large, needed drawer space and hangers.
We found the food just OK. I got bored after a few days with the buffet. The dinner menu was better. The lobster was very good. They gave you (2) large tails that were tender and sweet. Other then that, it was ok.
I found the tipping annoying (something that may be developing because we want to tip) but that is why I went to an all inclusive! This place was the worse. I felt the waiters looking for it. Annoying!
The large pool and cabanas were very nice. We brought "toys" so weren't concerned with the numb people who placed the floats under their empty chairs. The hotel certainly provided a healthy supply which I didn't expect from other writers comments.
Drinks were plentiful but so-so. Some were too strong, others weak. There were good liquors available just ask. They offerred drinks at every turn so that is never an issue.
Entertainment was sad but no place offers anything close to what we are use to.
We enjoyed our time there...The pool was beautiful, the people were very friendly and you could see many people worked very hard.
Bring pillows. :-)

  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank foodiebrewer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
F T, Subdirector at Valentin Imperial Maya, responded to this review, April 4, 2013
Dear VIM guest,

Your feedback has been shared with our team. Rest assured that immediate corrective actions in all the areas you have highlighted have been taken in order to improve our service in the future.

Concerning our food quality, It is understandable that we cannot always be the best for everyone´s discerning tastes. We do have a wide gastronomic offer with 7 thematic restaurants “à- La Carte”, with a wide variety of both cold and hot dishes to comply the expectations for all ages and nationalities. We are sorry and very surprised at the same time to know that the service provided by the waiters was not the adequate to complete your requirements.

Regarding the floaters issues, I would like to confirm that we are still working very hard with our all executive team to solve this problem.

Finally we would like to let you know that we take your feedback into consideration as they will assist us to ameliorate our services and facilities; we hope you afford us the opportunity to serve you again at the Valentin Imperial Maya.

Kind regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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English first
Portland, Oregon
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed April 3, 2013

We stayed 8 nights at VIM in the beginning of March 2013 overall we really enjoyed our stay but not sure if we would be recommending this place to our friends.

We ordered our vacation on Orbitz and one of the reasons was their “worry free” price matching policy. A few weeks after we booked our vacation, the price dropped significantly for the same package. When we called Orbits to get a price match they said it doesn’t apply to packages where flight and hotel are purchased together. We were able to cancel the original booking and re-purchased at the lower price but the hassle was pretty big especially when they could have just matched the price. Do yourself a favor, next time you order a vacation don’t use Orbitz. They have too much small print and their price match rarely applies.

We arrived at VIM using USA Transfers, the company charged $80 round trip in a private car. Very good email communication, very prompt, they were ready for us when we arrived in Cancun and when we were departing. The cars were new and clean. The drivers were very friendly and professional. Don’t forget to tip them.

When we got to the hotel, the first thing we noticed was the security. They called from the entrance to reception to make sure we had reservations before allowing us onto the property. This immediately gives a sense of security at this resort. At the lobby, friendly staff immediately took our luggage so we didn’t have to lug it around. We didn’t get a wet towel and the champagne but it wasn’t a big deal. Check-in was relatively smooth. We wrote emails 6 weeks and 2 weeks prior to arrival with a request for the junior suite with a king size bed and be in building 4 or 5. They did partially comply by getting us a king size bed but we were placed in building 1. They offered to move us later in our stay but we decided to stay in the room they provided. Check-in took about 20 minutes due to this discussion.

I wish we would have known just how far we would be from the beach in building 1. Maybe we would have paid for an upgrade from the start but we just didn’t want the hassle of moving in the middle or our trip. From building 1 to the non-reserved part of the beach is literally a 15-20 minute walk – its far! If you get roomed there, don’t forget anything in your room when you go to the beach!

We informed them in our emails - we were coming to celebrate a birthday and an anniversary; our door had a “Happy Anniversary” sash, which was kind of cute. The room was nice and clean, smelled fresh – not moldy, spacious bathroom, mini bar with juice, water and beer. We were greeted with towel swans and rose petals on the bed, a bottle of champagne as well as a slice of chocolate cake decorated with anniversary congratulations. After gathering up all of the rose petals to get into bed we noticed they stained the comforter in red; this was not changed at all during our stay. Maid service most of the time was excellent. They cleaned our room twice a day. I don’t know if it was because of the $3 tip we were leaving on the table each day or if that was their usual, still it was nice. Once, they forgot to clean the room at all, but after we called housekeeping the room was clean almost immediately. The bed was firm, a little too firm for my wife’s taste. We didn’t have any problems in the room. The water was hot, pressure was good, A/C worked.

As for food - Overall, we liked the variety of food and the service. We ate breakfast and lunch primarily at the La Marché buffet. We found the service and selection were slightly better than the Tierra and Mar option closer to the beach. In the morning they always had a live saxophonist playing and it stays less busy. As for Mar and Tierra, around lunchtime when everyone comes in from the beach and pool it can be too crowded. Not only will you not get good service but there may be limited food. Still it wasn’t a huge deal but I would suggest La Marché for breakfast and lunch.

Dinner - We tried to eat early (~6) so we could see the shows later. Also, getting to the restaurants early virtually eliminated the need to have a long wait. Except Ginger (Hibachi dinner) we arrived at 6 (their posted opening time) and the earliest reservation available was at 9pm. When we decided to try the other restaurants to see if we could get seated earlier we found out each one had a wait over 1.5 hours by the time we got there. This is how we learned our lesson to be sure to eat dinner early. We ended up missing a part of a really cool fire acrobatics show in order to make our 9pm reservation. Hey at least the wait was worth it. The food was great, just like Behihana back home! If you want to eat there earlier show up at 5:30.

The French restaurant was just – ok. It was a fancy atmosphere, the service was special but the food was really nothing to write home about.

We loved the Italian restaurant. The food, atmosphere and service was excellent; we even went there twice. We sat outside each time and its location is just right so you can hear the running water of the fountains and the singing in the main plaza.

Tierra steak house was pretty good. They prepared the meat tender and flavorful but the sides were a little boring. The lobster was large and delicious, definitely worth the extra $30.

The Indonesian place was a mixture of Thai and Indian foods. There were pretty common/simple dishes, like pad thai and chicken vindaloo. It is great if you enjoy a spicier palate. My wife loved it.

We ordered room service twice and got our order in 20-30 minutes. The food was still hot and tasted fresh. They don’t leave a tray for you to keep the dishes on, which we would have preferred. That way we could have set the dishes outside the room for pickup rather than sitting in the room all night. Yea, I guess we were too lazy to take the dishes outside the door one at a time ;)

Bars - all of them had top shelf liquors but make sure when you order your drink to tell the bartender exactly what liquor you want, otherwise they use the cheapest stuff.

The staff is very friendly and they keep the grounds nice and clean.
The beach was spectacular! Especially towards the left side of the resort where it is all white sand and turquoise water.
Warning: Beware of the rocks under the sand towards the right side of the beach, I learned the hard way and stubbed my toes black and blue.

The only thing that actually pissed me off was the towel games. We literally had to be at the beach at 6 am to get a shady spot. If you come by 6:15 you are out of luck. We got the impression people were coming and leaving towels to hold their spot at 3am or something! It is insane. The reserved beds for the privileged guests were empty ALL of the time, we saw them used twice in all the time we were there. They really need to build more shade for the regular guests, instead of that huge section of wasted beachfront. The drink service on the beach was fast and frequent. I brought a thermal cup and they mixed the drinks in there so it stayed nice and cold and I didn’t have to look for the waiters much.

In the big picture we enjoyed our vacation very much, we are not picky people so a few small hiccups weren’t a big deal and they didn’t stop us from having a good time. We probably wont get back to VIM because it was too big (hated the walk from the room to the shore) and I’m not a big fan of getting up at the crack of dawn to get a spot of shade on the beach.

  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Wanderer8V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
F T, Subdirector at Valentin Imperial Maya, responded to this review, April 5, 2013
Dear Recent VIM guest from Portland, Oregón.

We would like to thank you for for taking the time to post such detailed review on Trip Advisor.
We are very happy to know that the friendliness of our staff , the grounds and the beach, made a significant difference to your holiday enjoyment and your comments will be displayed within the hotel for all to see.

We can confirm you that cleaning your room twice a day is the standard of Valentin Imperial maya.

We have carefully considered each and every comment mentioned regarding the spot of shade on the beach. We wish to reassure you that with our executive team ,we already planned get more palapas for a very near future .
Thank you also for bringing to our attention the Mar & Tierra, Rest assured that corrective actions in this area you have highlighted have been taken in order to improve our service in the future.

We appreciate your comments as they encourage us to do the utmost to improve our service. We wish to have the opportunity to host you again in a near future.

Best regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
sandy, utah
Level Contributor
256 reviews
77 hotel reviews
common_n_hotel_reviews_1bd8 142 helpful votes
Reviewed April 2, 2013

This Caribbean adults-only resort has much to recommend. The property sits on a gorgeous stretch of beach, is well-landscaped around scenic pools, and has a variety of dining options. The staff is helpful and friendly; Edgard of the go! staff (water aerobics instructor) particularly livened things up, and the roaming photographers were surprisingly talented.
Be warned about just a couple things--wifi is only available in the lobby, and the flashing smoke alarms are located directly above the bed so unless you pack an eyemask, sleep is challenging. We came in a group of 6 and found that housekeeping between the rooms varied greatly despite having all paid for and reserved the same type of room. Some rooms (building 4) had resort info books, pillow menus, and runners on the bed artfully folded each night. Building 3 rooms lacked all of those amenities and our patio faced the road instead of a private garden area.

Room Tip: Based on our experience, building 4 is superior to building 3. However, we had requested to all be...
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  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
9 Thank wellsfam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
F T, Subdirector at Valentin Imperial Maya, responded to this review, April 4, 2013
Dear VIM guest,

Thank you for sharing your experiences with the Trip advisor community.
We are so happy to hear that the efforts and dedication of our staff made such a positive impact on your vacation.

On the other hand we regret that to hear that you were not 100% satisfied with your stay.

Please be also assured that we have shared your feedback regarding the room amenities with our housekeeping manager, we all took your suggestions as a learning tool and will keep working to improve our services.

We appreciate your additional comments concerning the flashing smoke alarms at our rooms and the wi-fi; we will use your feedback constructively to make improvements to our areas.

Thank you for choosing to stay with us and please do not forget that we will be glad to welcome you back at any time at Valentin Imperial Maya. We will really appreciate you give us another chance to serve you and we will do our best to provide you the excellent holidays that you deserve.

Best Regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
39 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed April 1, 2013

We went to the Valentin for our honeymoon and right upon arrival we were greeted with champagne and a speedy check in. Our room was beautiful and clean and housekeeping kept it very nice and tidy and always replenished our mini bar. The beach and grounds are absolutely beautiful. Everything is clearly well maintained. The pool was awesome and even though it was very crowded and hard to find a chair we didn't have trouble at least finding a float in the pool. Everyone who worked at the resort was very friendly- especially Manuel at Mar y Tierra. I noticed that if you smile and say hola to them they are always going to respond positively- you get what you give. As for the restaurants the food was delicious. We are big sushi eaters and ended up at the Japanese place twice because the sushi was so good. We also really enjoyed the options. Breakfast and lunch were full of choices too. I will say this was our first all inclusive and we were very impressed, but we really are very easy going so a little waiting for dinner or searching for chairs didn't bother us much.

  • Stayed March 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
8 Thank KMelindaG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
F T, Subdirector at Valentin Imperial Maya, responded to this review, April 2, 2013
Dear Recent Valentin Imperial Maya Honeymooners,

Thank you for such wonderful comments regarding your honeymoon at our Valentin Imperial Maya. We know that our Staff will be truly motivated by your kind words about your experiences.

Manuel will be informed about your mention; we let him know how he helped to make your stay memorable.

Thank you for recommending our property. It will be always a pleasure to welcome you back at Valentin Imperial Maya maybe to celebrate your first anniversary ?

Wishing you all the best,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Edmonton, Canada
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed April 1, 2013

A girls trip that has taken place at this resort for the last 6 years. The spa is fabulous. Christine, Alberto, Jasmine (I will forget someone & I apologize) Jaun, the manager, they take customer service to a whole new level. The Spa Valets are wonderful and cater to your needs.
The food and room service is wonderful. The grounds are maintained so beautifully and if you are not happy about your srervice just ask.
We will do another girls trip, we love the swim-up, it;s a week of total relaxation.

The Ontario and Western repeats.

Room Tip: The swim up rooms in building 6&7 get sun longer, great for a full day of sunshine and relaxatio...
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  • Stayed March 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank 624TK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
F T, Subdirector at Valentin Imperial Maya, responded to this review, April 2, 2013
Dear Recent VIM guests from Edmonton, Canadá.

Thank you very much for your review, It is very important for us to know that you had a great stay, our team and especially our spa team is one of the most motivated as we love to know that our guests are having wonderful experiences.

Please let us know as soon as you are ready to comeback, our great team will be ready to exceed your expectations again!

E mail : customercare@valentinmaya.com

Truly yours,
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Toronto
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed April 1, 2013

he Good:
The resort grounds are beautiful - perfectly groomed and very well maintained
The check-in process is short and sweet - cold towel, champagne, less than 10 minutes, Service - everyone very helpful and don’t expect to be tipped
The resort seems over whelming at first, but you get used to the grounds quickly and by day 2 you know where all the paths lead to.
Entertainment is great - lots to do/see every day/night. MJ show and Mexican night were our favs. Imperial Band is also really good.
Food was better than expected. Lots of restaurants to choose from. No reso’s required. Even if they say it will be an hour wait for a table - it’s never more than 30 minutes and the time goes by quickly when you’re having a drink and watching a band in the courtyard. We liked the Italian restaurant and Ginger’s. French was ok. Mexican Buffet night was fun but it was a lot of the same food you can find at the regular lunch buffet.
Beach Bar was by far our favourite - great view/music/service/drink selection
24hr Room Service - what more can you ask for? The burger is huge, wings are saucy and the fries are tasty.
Beach is lovely - white sands and blue/green wavy water.

The Could Be Better:
More beach and pool side chairs - you have to go down at 7am (or earlier) to reserve a chair if you want a specific location. I know they are working on this.
Activity Schedule - would have liked to attend a yoga class but being on vacation I was not getting up at 7am every day. Perhaps they could rotate the workout class times during the week.

Notes:
Take lots of sun screen
Bring a sweater (evenings are cool, as are windy days on the beach)
Building 2 is close to everything
The room gets damp over the week (with the AC running and baths/showers being taken) - remember the room is open concept so make sure you and your partner are cool with that.

Room Tip: We stayed in Building 2 (room 2202) - close walk to the pool, beach, gym and restaurants. We had a S...
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  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Becky K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
F T, Subdirector at Valentin Imperial Maya, responded to this review, April 2, 2013
Dear Becky from Toronto, Canadá,

We are much honored to know that you enjoyed the Valentin Imperial Maya, our facilities, the grounds, the entertainment, our culinary experience, the activities and the service, all those details are part of our brand and the compromise that we have to offer to our guests. Our goal is your relaxation and made of your stay a perfect and unique experience.

Thank you also for your suggestions, they give us the opportunity to know which services and facilities we can improve. Thank you also for your suggestions regarding the chairs issues, they give us the opportunity to know which services and facilities we can improve.

We would like to confirm to the TA community that the early morning towel game is not happening anymore since we have begun with a new policy where our concierge staff removed all towels from seats unattended early in the morning.

Looking forward to serve you in the near future!

Warm regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Philadelphia, Pennsylvania
Level Contributor
99 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed April 1, 2013

Stayed here with my wife for four days in March and had a wonderful time. The grounds are beautifully maintained and the property is immaculate. I don't think I have ever visited a cleaner resort. The pool and beach are beautiful. I loved that there was one giant pool but with different atmospheres on either side; one side with music, entertainment and more boisterous while the other side was quiet and relaxed. The entertainment staff isn't as harassing and insistent as other places I have visited but I'm sure that's due to the fact that VIM is adults only. The drinks were well made and they had a variety of tasty and refreshing mixes. They have top and bottom shelf liquor but seemed to always use the top shelf stuff. The room was very large and comfortable. I've seen some reviews where people complained about the open layout of the bathrooms but that didn't bother me since I was there with my wife. I could see that being an issue if you are traveling with friends or other couples. Staff was extremely friendly, attentive, and very accommodating. There was a great selection of different restaurants at the resort. Overall though, I wasn't particularly impressed by the food. My wife is a vegetarian (doesn't eat fish either) and she sometimes had trouble finding things to eat. The only reason I didn't give this place 5 stars is because of the food. For the price, I did expect slightly better food. There is a bit of a waiting time for restaurants during peak hours. This seemed to have bugged some people but It's not really that big of a deal. If you're on vacation at an all inclusive resort, you can grab a drink and relax while you wait. There was plenty of shows and vendors there to occupy your time while you waited. We stayed at Secrets in Jamaica and were blown away by the food selection, so I may be slightly biased. Overall, this was a fantastic resort that I would highly recommend to anyone traveling to Mexico. At no point did I ever feel that my safety was jeopardized. It's an extremely secure location. Rivera Maya allows a lovely Mexican vacation without the commercialization of the Cancun area.

Room Tip: Try and choose a building close to the center of the property. We walked out of our room as we were...
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  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank Steve S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
F T, Subdirector at Valentin Imperial Maya, responded to this review, April 4, 2013
Dear Steve from Philadelphia, Pennsylvania

In the name of all Valentin Imperial Maya, receive our most sincere appreciation for choosing us for your last holidays. We do appreciate hearing from our customers, as their comments are vital for us to continue improving our accommodations.

We are very sorry to hear that you were not 100% satisfied with our vegetarian food and the waiting time for restaurants; we aim at providing top notch service as expressed by so many in previous reviews.

Please be assured that we have shared your feedback with food & beverage manager, we all took your suggestions as a learning tool and will keep working to improve our services.

Thank you for publishing your review on TripAdvisor and please remember that we will be pleased to welcome you back.

Sincerely,
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 Valentin Imperial Maya

Property: Valentin Imperial Maya
Address: Carretera Federal 307 Chetumal Puerto Juarez Km. 311, Playa del Secreto, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen > Playa del Secreto
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
Hotel Style:
Ranked #1 of 1 Hotels in Playa del Secreto
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Valentin Imperial Maya 4.5*
Number of rooms: 540
Official Description (provided by the hotel):
Hotel Valentin Imperial Maya is the new definition of paradise. Our 5 star Adults-Only (18+) All-Inclusive Resort is located a short 25 minutes from Cancun International Airport in the Riviera Maya. Set amid lavish gardens on a half-mile-long stretch of white sand beach named Playa Del Secreto (The Secret Beach), this magnificent award-winning resort boasts one of the largest swimming pools in Mexico. The location is ideal as one can easily reach Cancun and the world famous Mayan archaeological sites such as Tulum, Coba, and Chichen Itza, yet be removed enough to enjoy the casually elegant ambience of Valentin Imperial Maya. Escape into a world where your every wish is our command. Come indulge yourself....You deserve it! Valentin Imperial Maya Hotel & Spa is committed to preserve the environment by reducing the consumption of natural resources, promoting among our guests and staff, protection and respect for the environment through good environmental practices. ... more   less 
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Also Known As:
Valentin Imperial Maya Hotel Playa Del Carmen
Valentin Imperial Riviera Maya
Valentin Imperial Maya Riviera Maya, Mexico

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