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Xpu-Ha
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Reviewed 4 weeks ago

This is a magnificent hotel with many great attributes. only a few things need improvement, first they need to heat the pools, everyone in the hotel was complaining that the pools were freezing! And because the hotel is new and not full the did not open the buffet at night, We had nowhere to eat unless we went to a sister hotel. This should have been told to us before we booked or offered us a refund to compensate us and everybody else who had no dinner every night.

Date of stay: January 2020
    • Location
    • Rooms
    • Service
Thank Hemipoweredcats
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BarceloMayaRiviera, Gerente at Barcelo Maya Riviera, responded to this reviewResponded 4 weeks ago

Dear Guest,

Thank you very much for selecting our hotel as your holiday destination, we are happy that you share your moments during your stay in general.

Our goal is that your experience will always be perfect. We never want to disappoint a guest, so please accept our most sincere apologies. In regards to the dinner restaurant, it is worth to mention that we have four A la carte restaurant, for yoru option or the 11 others that are within the complex.

We hope to have you back at Barcelo Maya Rivera

Regards,

José Luis Serratos
Subdirector
Barceló Maya Rivera

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

Our large group of 12 went for fun and were beyond amazed by the views, staff, and hotel! The bed alone is worth the stay! We were beyond impressed with the staff, cleaniness and restaurants at our hotel. Uriel, our waiter at the buffet, was beyond helpful and fun! We asked for im at every meal.

Date of stay: January 2020
  • Trip type: Traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
Thank jennifernielsen87
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Barcelomayariviera1, Gerente at Barcelo Maya Riviera, responded to this reviewResponded 4 weeks ago

Dear jennifernielsen87,

Thank you for the great feedback of your recent holiday experience at our Barceló Maya Riviera; 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.

It will be a honor to serve to you for the next visit.

Best Regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

This resort is beautiful outside and inside. The rooms are the nicest rooms I've ever stayed in, the beds were fabulous. However, it's lacking food options and entertainment. I don't want to eat at the buffet everyday for lunch, but that was the only option. They have no option to order food by the pool or beach and sit outside to eat. Only lunch option was buffet. Never had anyone come around and serve us drinks at the pool area or beach area. Used the swim up bar for drinks but took forever to get drinks as they always seemed understaffed.

Entertainment was lacking. There wasn't really any entertainment during the day, and at night, you had to walk to the other resorts for entertainment. We didn't feel like walking forever in the evenings, so we always stayed close to our resort. Some in our group did enjoy the "Mall" area and having a casino and sports bar to go to.

Resort was beautiful but wish the food would have been better and more entertainment.

Date of stay: January 2020
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
Thank Ross B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BarceloMayaRiviera, Gerente at Barcelo Maya Riviera, responded to this reviewResponded 4 weeks ago

Dear Guest,

Thank you very much for sharing your review and informing us of your experience at Barceló Maya Rivera.

On behalf of all the staff that we make this great team, we offer you a sincere apology for not having fulfilled your expectations. Our goal is to provide each and every one of our guests with exceptional service and unforgettable moments.

I appreciate your comment, as this gives us the opportunity to continue improving day by day. We hope you give us the opportunity to host you on your next vacation.


Best Regards,

Jose Luis Serratos
Subdirector
Barceló Maya Rivera

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Reviewed 4 weeks ago

Got back from a week at Barcelo Maya Riviera. First the good. The place is beautiful and brand new. It had only been open for 3 weeks when we arrived. The staff was extremely friendly and attentive. Dinners in the various a la carte resturants was very good. While some have complained that it was loud I found it to be the exact opposite. By the music bar there was activity and music during the day but nothing that would reasonably be considered loud. At the pool bar, Maria was our waitress and she was fantastic. This place also had more loungers by the pool and beach than I've ever seen at a resort. It was never a challenge to get a nice spot.

Areas they could improve, as a new facility there are some expected growing pains. The first thing we noticed was very poor signage in the facility. Until we got our bearings it was difficult to find anything, be it the restaurants, elevators, etc. Food at the buffet was generally cold and bland. Desserts tasted like they had been made without any sugar. The Mexican themed night on Thursday in the arena was a disappointment. The food wasn't very good.

One thing to note, there is no alcohol served before noon. It was strange not being able to get a mimosa with breakfast.

All things considered, this is a place I would gladly go to again. It's the third resort I've been to in the Riviera Maya region and in spite of the few negatives, it was by far the most enjoyable location.

Room tip: Ocean view rooms are worth it. 5th floor is quiet and has great views.
Date of stay: January 2020
    • Rooms
    • Cleanliness
    • Service
1  Thank jeremy358
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
barceloriviera2, Chief Concierge at Barcelo Maya Riviera, responded to this reviewResponded 3 weeks ago

Dear jeremy358,

We greatly appreciate the time you spent to review your recent experience in our hotel, at Barceló Maya Riviera.

Thanks a lot also por your feedback, we have received with attention all your comments that at the same time we consider as opportunities of improving that need corrections immediately.

We always strive to exceed guests' expectations and your comments will help our teams reaching that goal.

Please brings us the opportunity to host you again, we will be happy.

Warm Regards,

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Reviewed 4 weeks ago

I won't get into details about growing pains, the resort definitely has some, but they'll get them worked out in time. Aside from that, the staff work tirelessly to keep the facilities spotless. Constant attention is paid to all areas and it is truly refreshing how clean everything is kept!

We stayed on the 5th floor, room 5725, directly above the lobby bar. We were concerned about that when we first arrived, as I'd seen comments on how noisy the lobby bar was, but aside from a few hoots & hollers from some late night revelers that you could hear on occasion, it really wasn't an issue.

The view from our room was spectacular, and we really enjoyed watching the sun rise in the morning. The only amenity I thought would add value to the room, was a lounger on the balcony. We had 2 chairs and a table, both made of a hard, molded plastic type material, and we took pillows and towels out to sit on when we sat outside in the late afternoon when we felt like some quiet time. A lounger would be perfect for those times! While the outdoor hot tubs on each balcony is a neat feature, we didn't make use of it, and there was no "value" in it for us. (I believe there are lounges on the balcony in the premium rooms, if this is important to you.)

The a la carte restaurants were very good, and the buffet has so many choices, it was very hard to decide what to have! The biggest issue that they really need to find a fix for, is that most of the food on the buffet is lukewarm at best, though there were a variety of items you could have cooked fresh as you wait, (steak, hamburgers, omelettes, pasta) which were hot. The only truly disappointing meal we had, was a Mexican dinner theater they put on one night, which was a shame as they clearly went to a lot of effort to make the evening special.

The only concern I have about the future of this resort as an attractive choice for an upscale adults only hotel, is that it is seemingly trying to identify as both this, and a conference destination for business. I have a feeling in the future, these identities may collide and perhaps spoil the vacations of those who are looking for a romantic getaway. Time will tell!

Date of stay: January 2020
    • Value
    • Cleanliness
    • Service
1  Thank heidivallee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
barceloriviera2, Chief Concierge at Barcelo Maya Riviera, responded to this reviewResponded 3 weeks ago

Dear heidivallee,

We greatly appreciate the time you spent to review your recent experience in our hotel, at Barceló Maya Riviera.

We appreciate also the form in which one you permit us let us know each small detail that you live at the hotel, because this form we can truly realize about the work that we do every day and how this work is reflect to you in each moment of your stay.

Is magical for us hear that your past remarkable moments here because you must know that is our commitment and main motivation become your vacations in perfect and unforgettable memories.

Thanks a lot also for your feedback, we have received with attention all your comments that at the same time we consider as opportunities of improving that need corrections immediately. We always strive to exceed guests' expectations and your comments will help our teams reaching that goal.

Please brings us the opportunity to host you again, we will be happy.

Warm Regards,

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