I've been meaning to write this review for months...My partner and I live in Brooklyn, NY and were looking for a quick getaway. We have been to Playa and Tulum 6+ times. We wanted a luxury property instead of the standard Tulum hotel. Following Andrew Harper's lead, we settled on Maroma. In all honesty, we booked through Amex with a one night free deal, selecting the cheapest room banking on a upgrade - it was the middle of May.
We rented a car and drove from the airport. My partner is from Mexico with relatives that live in Cancun, so we planned for his cousin to visit us at the hotel on the afternoon of our arrival. There are 2 or 3 checkpoints after you exit the highway until you get to the hotel. At each checkpoint, we informed the security that my partner's cousin would be visiting us for lunch. Additionally, at check-in, we informed the hotel that his cousin would be arriving shortly and we would be at the beach. After we had unpacked, we went to the beach awaiting his cousin's arrival. After being served a horrible margarita, my partner went to the bar and encountered the man who checked us in. He informed him that his cousin was at the entrance and the guests were strictly not allowed. They were holding her and her 3 year old son in the lobby like beggars. It was very strange. They began to inform us that it was hotel policy - no guests allowed. (Interestingly enough, the cousin is a local travel agent that works regularly with the hotel). The manager came over and said "I will make an exception because I know her (the cousin), but in the future you must ask permission and she is not allowed on the beach." My partner basically exchanged some unpleasant words and the cousin came and had lunch with us on the beach.
The point of the story is that we did inform everyone and we were all treated as if we were guests at their private home - did they not remember I was paying $600 a night? We spoke to the manager again and he kept informing us the Fergie stayed at the resort and that Fergie didn't want paparazzi, so they had to be very careful with non-guests (but he know my partner's cousin...she didn't have a camera). Basically, I felt as though if you are not Fergie you are nobody. On our last day, the check-in guy who wouldn't let my partner's cousin on the beach was at the hotel beach with his wife and kid...
Here is the real review:
Room: We were given an upgrade to a room that look at the beach bar and smelled musty. Based on the "Fergie" incident were were upgraded to a different - smaller room with a better view. We were in the original house and not in the separate section. Stay in the non-house part. That would be my recommendation.
Service: We stayed for 5 days. On the third day, things hit their stride. The first two days were painful on the beach - no waiters, no towels, no service. After complaining 2 consecutive days, the next days were perfect. Interestingly enough, we spoke with other couples who said the same thing. You have to give a couple days until the hotel gets into your groove. The dinner and breakfast service was shaky the first two days - I got up and served myself water. However, on the third day, they knew what we liked and had everything waiting for us and we didn't have to ask for a thing...Just know that if you sit on the beach away from the restaurant, it will take some time for the staff to know you are there and remember you like to sit there.
The beach: GORGEOUS
Food: Mediocre. You can basically order off any menu at any time. The dinner menu was the same all 5 nights. The breakfast menu was the same every day. I would have loved a menu of 4 or 5 items with different things each day rather than 15 of the same things each night. A side note: 1 Tamale was $30, Filet Mignon was $40...? The simpler the food, the better. Stick with the simple stuff and avoid the 'gourmet'. Their famous tortilla lady was only there 2 of our 5 days...
Overall, it ended well, but the manager and the front desk staff need a lot of work on issue resolution and policy enforcement and service.
- Official Description (provided by the hotel):
- Escape to our secluded Riviera Maya resort, set on a pristine white beach among swaying coconut palms. Choose from 63 rooms decorated with plush sofas and Mayan artworks that open out onto the sparkling Caribbean or lush jungle. Sip a jalapeno-spiced cocktail to the sound of the waves at Freddy’s Tequila & Ceviche Bar. Dine at El Sol on contemporary Mexican cuisine paired with award-winning wines, or at El Restaurante, where delicious local and international specialties are served throughout the day. Away from the beach, enjoy snorkeling, diving and kayaking, play tennis or pedal off on a jungle tour. Within minutes of arrival you’ll feel oceans away from the real world. ... more less
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- Also Known As:
- Maroma Resort And Spa By Orient-Express Hotel Playa Del Carmen
- Maroma Resort Spa
- Maroma Hotel Playa Del Carmen