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Reviews (7,432)
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All reviewsblue moonel charropool bardolce vitajapanese restaurantentertainment staffprivilege areaprivilege beachprivilege guestsquiet poolfoam partybeach areathomson repprivilege packageour favouritecoco bongoactivity pool
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Reviewed 6 March 2012

I have stayed at 5 all-inclusives everywhere from The Dominican Republic, to Jamaica, to Mexico. I've found that every all-inclusive has their pros and cons. I'll list mine here and let you decide. My husband and I paid for the privilege upgrade.

Pros:
The privilege area had daybeds (I didn't like these because they didn't provide enough shade). They also had the beach chairs with cushions on them so they were very comfortable. There was a private waitress that would bring you water and drinks throughout the day. There were plenty of tiki huts so I could be in the shade.

My husband and I never had issues finding chairs which is very different from other places we've stayed where we had to wake up at 6am to get beach chairs.

No kids! Enough said.

2 lovely pools but only one had a pool bar. (The pool bar review will be in my list of cons)

Restaurants were actually pretty decent. The food at the Italian and Mexican restaurant were very good. The Hibachi at the Japanese restaurant was excellent. Our cook and server went above and beyond and were fantastic. The regular Japanese restaurant (no hibachi) was not good. I would skip this place if I went back. The buffet was decent - not as great as some all-inclusive but not as bad as others.

The staff works unbelievably hard. They literally work from 9am to 10pm - 6 days a week. For this reason, it's nice to give them a few extra dollars here and there. My husband and I saw people that refused to tip -saying it was an all-inclusive and they shouldn't have to. We were shocked. Tips are supposed to be for people who go above and beyond. These people went above and beyond - the least people can do is kick them down a few bucks here and there.

The grounds: I preferred this place to several other monstrous all-inclusives I've been. Our room was a short walk to the pools and beach. It was an easy walk (3 minutes) to all restaurants and buffet. Gorgeous plant life, wildlife, and fountains throughout the property.

With the privilege, it was very easy to make reservations at the restaurants. There was no limit on reservations (some places will only allow you to make a certain amount of reservations based on how many days you're there).

The privilege building (next to the Italian restaurant) - had great top shelf drinks, snacks, ice cold water, and very clean bathrooms. It was right next to the beach area so it was nice to be able to pop into here during the day to cool off and get a refreshment.

Our room was spotless the entire time. The maid staff was fabulous. I can't believe people complained of dirty rooms and bed-bugs. This was the cleanest room I've ever stayed in. The air-condition worked brilliantly the whole time - to the point where we turned it off a few times because we were chilly.

Cons:

We had requested a second or third floor room and were given ground floor.

When we arrived, there was only one person working at the privilege desk so we had to wait about 20 minutes before we could actually talk to anyone. When I tried to go to the main desk, I was told that because we were "privilege" we could only speak with someone at that desk. This would have been fine but there was never anyone actually AT this desk so when we would stop by to make a reservation or ask a question, we would have to wait anywhere from 10-20 minutes before someone would come to the desk.

The mosquitoes were HORRIBLE and I forgot to bring bug spray. Big mistake! They didn't sell any in their store. The woman kept telling me to come back tomorrow but they never got any in stock. I ended up taking a cab off the resort to go to a pharmacy and buy some. Not a deal breaker but with an area that has such a bad mosquito problem - they should stock that in their store. My husband did not get bit at all though so I think it just depends on the person.

The drinks... this is possibly what people will care about the most. While one of the perks of privilege is the top shelf alcohol, we found that unless we specifically asked for it, the bartenders would pour the cheap stuff. Even when we asked for it, we found some of the bartenders either "didn't have any more" or would turn around and pour the cheap stuff anyway. The drinks themselves were heavily diluted. I know most all-inclusives water down their drinks but it was extremely noticeable here. I ordered a vodka tonic and the bartender poured the vodka up to the top of the glass with a splash of tonic. Normally, this type of stiff drink would make me see double. However, it honestly tasted like I was drinking water. The only drinks that weren't watered down were the beer and the house wine. This was probably the most disappointing thing for me. I don't understand why drinks need to be watered down and by the end of the trip, my husband and I felt like we had been taken advantage of.

Which leads me to the pool bar. While there is a swim up bar - it's rarely staffed. There was one bartender (who was FABULOUS-Javiar!) working the entire bar which had a top-side area and was attached to the swim up bar. He just couldn't run back and forth fast enough. It wasn't fair to him and it wasn't fair to the people in the pool who had to wait 20 minutes to get a drink. They need another person working in the pool bar.

Beach - as other folks have mentioned, there is absolutely no beach at this resort. They built a boardwalk to protect against hurricanes but it's raised and there is no access to the water. We were able to walk down the beach and past a few other resorts so we weren't completely kept away from the ocean. If you prefer the ocean though - I would not stay here.

Privilege vs. non-privilege: As privilege, I loved being able to have a guaranteed chair on the sand (you don't have any guarantees by the pool though). I liked that we had our own waitress who was very attentive and brought us water and drinks all day. I also liked that we had no trouble making reservations and were able to eat at any restaurant we wanted. I liked the privilege building that provided drinks, nice bathrooms, and air-conditioning. I also liked the air-conditioned privilege room in the buffet room (although the service in this room was terrible - it's faster just to get up and get your own drinks).

All in all- we had a great time here. It was relaxing and the people were very nice. I'm not sure I'd stay here again since I really missed not being able to run into the ocean but for people who don't care about that, this is a relaxing place with amazing people, gorgeous grounds, and NO KIDS!!

Room Tip: The privilege rooms are in a good spot - close to the lobby, restaurants, the buffet and only a short walk to the pools. If you don't like your pillow, they have a "pillow menu" where you can order a different kind of pillow. Our pillows were amazing! Also, if you don't like the firmness of your mattress, they will bring you a pillow top that you can put on your mattress.
  • Stayed: February 2012, travelled with friends
    • Value
    • Location
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8  Thank justinnessa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jose Alejandro G, Manager at Ocean Maya Royale, responded to this reviewResponded 23 March 2012

Dear Guest,

Thank you for posting a review on Tripadvisor. Thank you also for such a complete review with the positives, but añso for the things that will need some atention. We will be working in all this points to make sure that we improve for our future customers. We do apologyze to you for any inconveniences occured during your stay.

We hope that you decide to come back again

Kind regards,

Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10.es

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 March 2012

This was my husband and I's first trip to Mexico, we had an amazing time! The staff is wonderful!! Always smiling and always welcoming. The food was wonderful and our room was perfect. We took several day trips and thoroughly enjoyed ourselves. Also, hat off to the entertainment staff! They work their butts off! Early morning rehearsals, pool activities all day, and then the night shows. We were very impressed with how hard, and what long hours everyone at the resort puts in. The grounds were immaculate! Wonderful vacation.

  • Stayed: February 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
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1  Thank Tanya K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jose Alejandro G, Manager at Ocean Maya Royale, responded to this reviewResponded 23 March 2012

Dear Guest,

Thank you for posting a review on Tripadvisor. It is great to read that you had such a wonderful time with us. Thank you so much for the complements to the food, the grounds and the entertainment team, they do a great job everyday.

We hope to see you soon!

Kind regards,

Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10.es

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 March 2012

We just came back from stay in this hotel in march 2012. Once we got there the hotel itself is very nice and beautiful . Food was alright , service was great ! Our problem was : on the 2nd morning we woke up to horrible smell of acetone ( paint) commimg from the AC . We could not breath . We started running around looking to see why we were chocking and throwing up . Next room to us was being painted since 7am and it was terrible ! We asked the staff to move us right away . ( our original room was a premier room , best there is ) so they moved us to much smaller room without any apologies . 2 days later we were coming to our new room around midnight and outside was smelling like a sewer badly ! We did not say anything and went to bed . The next night it got so much worse ! By 2am we could not breath . It smelled like dump in our room so bad . Once we called the staff they told us that they are watering the plants and they have been having this problem for long time . Since they are using septic and it's backed up they are watering the plants with stuff that is coming from the flushed toilets . Our night was ruined . None of the staff did not do anything to compensate us even though we paid for best room in the hotel but end up in one of the worst rooms in the hotel . Will never go back to this hotel . Beach was horrible and not clean and full of sea weed. We could not swim at all in the ocean . We asked conseirge for directions to the island and were given wrong directions on 3 different occasions and waisted all day on Cab and driving around.

  • Stayed: March 2012
    • Value
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    • Rooms
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3  Thank ElenaKharitonov
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jose Alejandro G, Manager at Ocean Maya Royale, responded to this reviewResponded 23 March 2012

Dear Guest,

Thank you for posting a review on Tripadvisor. We are really sorry about the problems that you had during your stay and I can ensure you that our standars of quality have not been reflected on this ocassion. We really hope that these issues did not ruin your entire holiday.

Kind regards,

Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10.es

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 March 2012

The Ocean Maya is a very nice property, the biggest drawback is that there is absolutely no place to swim in the ocean at this property. The beach in the entire area is not very good, and there is sea weed built up along the shore. They do try to keep it clean, but it really is a never ending job. If you are looking for beach and swimming, stay in cancun or in Playa del Carmen.

There are many nice things about this hotel. The grounds are super, very well kept. The rooms are very nice, cleaning service was good. The bars and bartenders are very good, no problem getting a drink. The beer was Corona on tap for our first two days, losey and warm. They switched to Modelo in cans, ice cold. Lots of choice at bars. Food in buffet was ok, nothing special, and they do need to do a better job on temperature control, cold foods should be colder, hot foods hotter. Japanese, Mexican, and Italian restaurants were all very good.

Entertainment staff was good, no high pressure to participate. The evening shows were also good. Coffe shop at night was nice, though it could have been used more in the morning.

If you are looking for a nice place, with no children running around, the Ocean Maya is certainly acceptable, and propably a good value for the price. If you are looking for that great beach vacation, continue to look. It is too bad they have no control over the ocean.

  • Stayed: March 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Thank FireChiefDunkirk_NY
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jose Alejandro G, Manager at Ocean Maya Royale, responded to this reviewResponded 23 March 2012

Dear Guest,

Thank you for posting a review on Tripadvisor. Unfortunately due to the season, some day can appear seaweed, but this is unavoidable. We do our best by cleaning daily the beach to keep it under the best conditions. Thank you for the good comments about the Hotel, but also for the points that will need improving.

We hope you to see you again!

Kind regards,

Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10.es

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 March 2012

We stayed at ocean maya in january for our 25th wedding anniversary. after a long flight was checked in quickly and given a refreshing welcome drink. Our room was in block 26 near the pool area and the mexican resteraunt. The food was lovely to a high standard , look out for Alberto and Alfredo in the main resteraunt area 2 lovely guys really helpful and a couple of comics.The room we had was finished to high standard the bed was really comfy,. don't no why people complain about lack of pillows there was 6 to choose from on the bed, slippers and dressing gown left in the room for you aswell. Pool area was lovely but we chose to spend most of our time on the beach. The mexican resteraunt at night was the best we had and the waiters were helpful explaining exactly what was on the menu.. A 15 minute walk to the left takes you to a beautiful lagoon well worth a visit, snorkling . there is a a must...The gardens are immaculate and the wildlife is a amazing around the complex. The coffee shop is lovely the latte's are gorgeous..Will definately go back....

Room Tip: High floor room block 26 close to the beach and not far from mail complex.
  • Stayed: January 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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3  Thank jackichan15
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Jose Alejandro G, Manager at Ocean Maya Royale, responded to this reviewResponded 23 March 2012

Dear Guest,

Thank you for posting a review on Tripadvisor. We are very pleased to know that you spent a great aniversary with us. Thank you for all the good comments that you have made.

Should you decide to come back, please do not hesitate to contact me at the mail below.

Kind regards

Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10.es

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