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Reviewed 3 May 2015 via mobile

April 11 - 18 2015, me, my wife and our 4 friends had a wonderful opportunity to stay at the Ocean May Royale. We booked our trip through Expedia. We flew United out of Dulles International (Virginia), to Cancun via United Airlines. All went well with the flight. Once in Cancun, we unfortunately got caught up with the Time Share hype that goes on near the exit at the airport. Best Day Transportation was responsible for transport from the airport to Ocean Maya Royale and did a lousy shop of providing information on our pick up. luckily during the annoying sales pitch about a time share, the sales person informed us where Best Day parks their van. The only good on this one was that we were the only passengers at the airport, so we had a direct ride to the resort.

Once at the resort, we were met with an option for either Mimosa's or Bloody Mary's. The registration process was excellent. Even though we were early for our room, the reception team worked to find a room that was ready earlier than the 3 pm check-in time. They also considered our room request for something located in a more secluded spot within the resort (definitely try to get something in the 18 thru 20 building area).

The rooms are a bit dated, but comfortable. We had a sofa in our room that was stained and worn. A simple upholstery shampooing would have solved that issue.

IMPORTANT ISSUE: We were directed that the expectation at the resort was NOT to put toilet paper down the toilet. This means placing all soiled TP in the trash can, NOT the toilet. You'll notice trashcans strategically placed in all toilet stalls in the resort. THAT was a tough expectation, not to say a Stinky one.

5 restaurants are available at the resort. Our favorite and in our opinion the best food and service was at La Hacienda. This is the buffet restaurant that provided an amazing variety of foods during our week there. The service there was fantastic starting with the hostess Marta who always met us with a sweet smile. Vicente was the most amazing server of them all. His bright personality and service made each morning and afternoon a joy for us.

The Pool area had some issues. Most days ALL lounge chairs are taken the moment the sun comes up. The "party pool" with the swim up bar is an area we stayed away from. Just too loud and rowdy for us and as other have mentioned in other reviews, it's strange how you see so many people drinking yet NEVER getting out of the pool to pee. the main pool was always a comfortable place to spend time MINUS the fact of never having available chairs. We found loungers in the beach area adjacent to the pool area that ended up being the place to park daily. We were blessed with having Ana Iris who was our poolside bar waitress who always checked on us for our drink needs. She was great. She always came with a smile and quick turnaround with our drinks.

The beach was a complete disappointment during our stay. Seaweed was a major issue and made using the beach a non-event. They would haul away truck loads of seaweed daily.

The resort did a wonderful job of providing nightly entertainment that was of good quality and always included the resort members. Quality music and quality shows.

The lobby bar was a nightly gathering place of the resort patrons and allowed for a comfortable "happy hour" type setting. The bartenders are great!

Best Day Travel, our arrival and departure service was a complete disappointment. We got sucked in to taking the Silver Shopping tour that was sponsored by the Best Day. This was supposed to provide an opportunity to go to "the" quality Silver and Gold jewelry shopping opportunity in the area. It was a total rip off. the jewelry there looked like something out of a 1930's Estate Sale. Stuff ones grandmother would wear (sorry to all the grandmother's out there).

The other big disappointment was the fact that Best Day Travel showed up 40 minutes late for our departure pick up. That caused us to panic through our check-in at the Cancun airport (They were calling our flight while we were still in the check-in line). I think Expedia packages them in as part of their travel package, but if you have other options, I would take them. Not impressed with them at all.

Summary:

Smaller size made it more personal of a resort versus larger resorts we have stayed in the past. Great staff made the stay extra special. Don't be afraid to tip your servers. They will show their appreciation.

We MISS Vicente!

Date of stay: April 2015
Trip type: Travelled with friends
2  Thank Jim J
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 3 May 2015

Hotel is half an hour from Cancun airport check in was quick and efficient. Room was large with a massive bed all very clean and well kept.No bath just a shower but loads of hot water at all times . Fridge with a supply of drinks regularly re stocked every day. All the staff we met were very friendly and efficient at their jobs. Hotel boasts four restaurants Mexican Asian Italian and the main one. No booking required first come first served. The food was very good a great amount of choice and hot! Two swimming pools in the spacious grounds usually very busy and noisey. Entertainment supplied around the pool is geared for the 18-30 crowd not my cup of tea so We always used the sun beds on the beach. Plenty to go around there is a problem with the beach copious amounts of seaweed are constantly washed up and litter the shore teams are out every day trying to clean it .In some case it piles up further down the beach rots and the smell is rank.There is a great bus service outside the hotel to Cancun and Playa del Carmen less than a pound fair to Playa del Carmen Great trips out for the adventurous and more serious Chichen Itza the Mayan pyramid is a must.The only negative comments I can think of is the poor internet connection and as the hotel is so close to America it is frequented by lots of them they tend to be very loud and forever shouting at each other It may be me getting old but I feel people should be considerate to each other on holiday All in all a very good holiday well worth the money

Room tip: Have an upstairs room as some downstairs ones don't have enclosed balconies and can lack privacy
Date of stay: April 2015
  • Trip type: Travelled as a couple
    • Rooms
    • Cleanliness
    • Service
2  Thank Terence V
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 2 May 2015 via mobile

We were here with a very large destination wedding group of 80 people from April 22 - April 29.

At first there were so many mix ups with rooms. Many of the couples were given rooms with two double beds, some of them without working A/C, and one couple had to actually share a room with two others from our group for the first two days because the hotel was overbooked! This was apparently a Transat Holidays error that wasn't fully corrected in my opinion but that's another review!

Many people had issues with a/c in their rooms or room keys not working over and over, but Guest Services made sure that it was always corrected fairly quickly. Tip: don't go to the front desk with complaints or requests, guest services will ensure that it gets done!!!!!

We found most of the staff barely spoke English which was frustrating at times, however they were all still very helpful! Some of us were in a scooter accident in Cozumel and guest services was amazing taking care of us after that happened. They even tried to get the money we had to pay for the scooters back...without much luck, but it was very evident that they wanted to help in any way they could.

The rooms were nice but I don't think the room was actually cleaned all week. It would look tidy and linens were changed but the bathrooms were definitely still dirty every day. Also our mini fridge didn't get restocked after the first day. The beds weren't bad but the pillows were terrible. It was like they were stuffed with tight cotton balls.

Also as previously mentioned we got two beds when we arrived so the next morning I went down to asked to be moved and was told the hotel was full, so I said if we had to sleep in separate beds all week we wanted privilege bracelets and suddenly a room miraculously opened up haha. I don't like being lied to but we got our king bed in the end.

Drinks were good but if you want it to even taste like alcohol you have to ask for a double! Also I think the colorful shots they do at the lobby bar are liquor free, so it's kind of deceiving but still fun to watch them make.

If you are a beach person be aware of the mass amounts of seaweed along this entire stretch of beach. It was a bit stinky at some parts and the ocean is dirty but we spent most of our time at the pool so it didn't bother us. If you walk about 15 minutes down the beach there is a beautiful lagoon where three rivers feed into the ocean. The seaweed and mangrove smell is strong over there but it's definitely worth the trip.

The a la carte restaurants were very good, buffets were just ok but better than some we've had at other resorts.

The after hours food service at the lobby bar kind of sucked. It would take over an hour (sometimes 2) to get anything, but just know it's not the bartenders faults. I think this may have been partially caused by everyone trying to order at the same time but really how long can a frozen pizza take?

Lobby and pool bar staff were all awesome. We didn't even see anyone serving drinks at the pool until our third day but then our lovely Ana appeared!!! She was the only server for both pools but did an amazing job especially since we were usually such a large group sitting together. She was always on top of it and we loved her!! Ignacio (Nacho) at the pool bar was also one of our favorite bartenders.

I also want to make a special mention to Cesar the security guard. We met him on our second day when we were wandering around looking for our new room (the layout of the building numbers is very confusing) and having asked a couple other staff that didn't speak English we were getting frustrated. He took us to our room and we found out he lived most of his life in Tennessee. His English was PERFECT and we ended up going to him for many different things throughout the week because of this. He always helped us out even though it wasn't his job, and regardless of the fact he had only started there a few days before he had a lot of knowledge of the grounds and helped us as a guide and translator many times. Thank you again Cesar!! I felt like we made a friend when we left :)

Also a huge thanks to the lifeguards that graciously bandaged us up everyday after our accident. So many from our group got sick or injured throughout the trip but guest services and the medics took great care of all of us.

All in all it was a great trip. I'm sure we were probably the largest and loudest group they've seen but we met many people staying at the resort that we really enjoyed and a few that clearly didn't like us haha. We were just having fun and if someone found us rude or obnoxious they probably didn't take the time to come meet us.

We probably wouldn't stay here again but I would recommend it to others and just forewarn them of the few things we thought could use improvement.

Thanks Ocean Maya for one hell of a week!!

Date of stay: April 2015
Trip type: Travelled with friends
3  Thank Ashley K
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 2 May 2015 via mobile

My partner and I stayed here at the end of last year and I must say we had a fantastic time. The room was very clean and modern and we had champagne waiting for us as well as welcome drinks on arrival. We also got a lift to our room which was well received!! The pool facilities were great, especially the pool bar and we played tennis as well during our stay. We ate in all of the restaurants, the Italian and Japanese were out favourites, surprisingly the Mexican was our least favourite out of the lot! The beaches were beautiful but as quite a lot of reviews say, there was a constant battle with the seaweed going on!! For people that have a trip planned I would definitely recommend going to do the swimming with dolphins platinum experience it was amazing. Also I would definitely recommend a trip to coco bongos on the pub crawl, it's like something you probably won't of experienced before!! The only negatives I can come up with was that the pillows were very hard and the maids were quite unpredictable with when they came so sometimes they would come when you least expected them to!! Apart from that we had a fantastic time and would definitely recommend the hotel to anyone.

Date of stay: November 2014
Trip type: Travelled as a couple
2  Thank Janeystravels100
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 2 May 2015

The staff at this hotel are absolutely wonderful and gave us brilliant service throughout our holiday. All of the staff are very friendly and helpful, but the biggest shouts go out to the Entertainment Team (Daniela, Jenny, Alex, Cesar and Sosa) and the bar staff (particularly Ignacio) who kept the huge numbers of demanding drinkers satisfied throughout the stay.

This was the first time that we had stayed in a H10 hotel and we would definitely stay at another one if this is typical of their standards.

There are a few areas in which the hotel could be improved and I hope the management take note of these:
- put a full-length mirror into each bedroom. People like to check that they look good before they go out and not having a full mirror caused my partner frustration every evening.
- there are only a few areas in the hotel where a dress code is stipulated so please enforce It. for example, one of the five restaurants is designated for formal dining so don't allow people to come in wearing swimming shorts - it just undermines the effort others have made to look smart and do our hair etc.
- the casino isn't very good - just bingo machines and slot machines. It would be much better if you added a roulette wheel and poker table.

That's all - rant over - everything else in the hotel was somewhere between good and brilliant.

The hotel has five restaurants but we stuck to just three of them for dinner. The Bluemoon restaurant served the best quality food in our opinion; the Dolce Vita had the best atmosphere; and the the Japanese restaurant was the most entertaining because they cooked the food in front of you. All of the restaurants were first come first served so if one was particularly busy when we arrived then we just went to another - each of them was good.

Every evening there was an entertainment show. Most were very good - my favourite was the Divos - male opera singers. The Michael Jackson show and the Broadway show also stood out. Following the show each night there was a live band and dancing until around 11.30.

During the day there was a huge selection of activities laid on by the Entertainment Team. Some were quite sporty and competitive such as beach football and water polo, while others were more sedate such as jewellery making or jungle walks. The Entertainments Team would also burst into dance at random times of the day - this provided some "eye candy" to guests sitting near to the smaller pool. There was also a much larger quiet pool for guests who wanted to just read or snooze etc.

We went into Playa Del Carmen one evening. It is a very safe place to walk around, and The main part of town stays open and buzzing until about 3am. It was a great fun evening and we would recommend it.

Date of stay: April 2015
  • Trip type: Travelled as a couple
    • Value
    • Rooms
    • Service
2  Thank Nick C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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