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Reviews (7,365)
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All reviewsblue moonel charropool bardolce vitajapanese restaurantentertainment staffprivilege areaprivilege beachprivilege guestsfoam partyquiet poolbeach areathomson repprivilege packagecoco bongoactivity poolour favourite
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Reviewed 31 May 2010

gardens on site are immaculate and colourful, beach not great, but adequate,norberta beach waitress always coming around with drinks,beach service good.food not so good,bland,limited selection,while we were there la hacienda [ buffet restaurant] open for breakfast every morning,but only open for evening meal four times in the two weeks we were there,one of those nights was a mexican night with japanese and italian food,alright if you like that kind of food.waiter service was hit or miss,if you cannot speak spanish you are mainly ignored.bar service is excellent and friendly bar staff.entertainment team are very hard workiing and do best for evening showscould be a bit more professional.lobby bar could do with a livener, like more music although some evenings juan played his saxaphone and is very good.we upgraded to a delux room which was really good and immaculate.

  • Stayed: May 2010, travelled as a couple
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2  Thank briwill
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 31 May 2010

No one cheered us when we checked in. We waited disappointedly for someone to bring us to our room. We were very hungry and went to the buffet first but the waiter told us they were closing. We understood they would close at 6:00pm and the time we wanted to eat was 5:40pm.But if we were not hungry we would not do that! or at least they should tell us where we could get something to eat.

anyway, the food was ok, the beach ok, the location ok(but if you want to go to Tulum,Coba&Chichen Itza by yourself, you'd better choose the hotel near Tulum. Also the beach is much better there),service ok(we tipped everyday for room cleaning so we get towel animal/kid which was very nice; waiters were so so, they worked hard but they purposely chose who to serve and who to ignore,but we did give them tip after the dinners)

we thought there were too many mosquitos around but later we found out it was not just mosquitos but also bed BUGs!Yes, BED BUGs! we got big red lump around our arms and legs which were not caused by mosquito biting. Later we checked the matress, black molds all over! there were a lot of red ants on the floor and bathroom sink.My god! but it was already the sixth day of our stay, what could we do except stay?!

The shuttle bus sucks. We consulted the front desk about the shuttle bus and they told us to ask a big guy dealing with trip packages. He told us to book one day in advance. We asked if we could take the bus from Carmen without taking it from the hotel. He told us it was impossible because the bus was always full. We booked one day in advance and the big guy told us it was already full but we might come at noon to see if there were seats available. We came half a hour before noon and found there were epmty seats on the shuttle bus. Security told us someone already booked the bus for going back! We said one way no problem. But they said our name were not on the list so even one way was impossible. They said it was their policy and the bus drove away with at least two empty seats! We asked explanation from the hotel. The front desk assitant asked her supervisor and told us they could do nothing. We requested to see the general manager they said impossible and brought us a complaint form. If we wanted to complain the shuttle bus we need to fill the form in front of them and hand the form over immediately. It was really ridculous!

For the shuttle bus we knew there was something wrong with the big guy dealing with packages. That guy really sucks! liar, and really not a good person.

It seemed the bed bug following us back home. We use lots of medcine, disinfectant detergent to cure.

Thanks the bed bug suvenir, ocean maya!

  • Stayed: May 2010, travelled as a couple
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Thank wanderer9917
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OcMaya, Manager at Ocean Maya Royale, responded to this reviewResponded 10 June 2010

We sincerely appreciate your comments allowing you to be aware of our mistakes and correcting them.
However we would like to inform you that the hotel ocean Maya was built in a mangroves area protected by Mexican law. We have a strict fumigation program of which we can not change roll or products quantities being constantly monitored by the Government. Enabling not affect the particular fauna and flora of the Riviera Maya.
We have forwarded your comments to our Travel partner's tours in order not to repeat such a situacion again and it's important for us to let you know that our General Manager and his team is entirely at the disposicion of the guests. Not that this in business meetings or outside the property, it is a pleasure for all the manager team to meet our distinguished clients.

Thank you again for your comments,
Best Regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 May 2010

I read all kinds of trip advisor reviews prior to our trip and quite frankly, I got scared. We had a wonderful time!!! The rooms were fine, nothing fancy but who wants to pay all that money to go to paradise and stay in their room?? Everything was SUPER clean, people cleaning all the time. It wasn't overly busy as it was the end of April into the first of May so the staff were tripping over us trying to help. The drinks were by no means watered down, those who say they are must be alcoholics (there were a few so strong I couldn't finish them!). The food was great, I really miss the coconut ice cream. The Mexican a la carte was our least favourite but the Italian and Japanese were fantastic! The entertainment staff work their butts off from early morning until late at night, they were great. The beach does leave something to be desired (we're from Nova Scotia and have beautiful beaches here so we weren't disappointed but some may be as they beach wasn't as nice as we'd hoped). However, the pools were awesome.
It's a nice, small resort with lots to do and see. We recommend Delphinus and Chichen Itza tours as they were both tons of fun and lots of memories.
Overall, we had a great week. I can't say enough good things about Mexico and the resort itself, I would definately recommend it!!

  • Stayed: April 2010, travelled as a couple
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2  Thank AlexaWhynot
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 May 2010

Had the best holiday here, EVER! Amazing country, really friendly staff, food fine, beach ok, sun fab! Beach is small and often dangerous to swim in, but ok. Pool more than makes up for it.

We went when it was quiet, so didn't need black arm bands to get served quickly...although we did get friendly with some waiters, so got good service ;-)!!!! Also, some people have commented on how the black arm bands get you better drinks! Honesty - we drank our way through the entire cocktail menu (25 cocktail in all) in 3 days (with Cerveza and Margaritas in between) and NEVER ever got drunk or had a hangover...so they were fine and pretty good to be fair. Yeah they watered them down during the day, but given the amount of very drunk Americans we saw being escorted back to their hotel rooms...I don't blame them for adding extra ice during midday sun hours!!

Hotel was really clean, pool bar service was great and again staff were ace. Room service was a nice surprise!

Great place to go on holiday if you want ease, friendliness and sunshine. We also got a bargain!

  • Stayed: April 2010, travelled as a couple
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2  Thank TiaMidlands
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 24 May 2010

Studied the reviews before traveling to Ocean Maya, May 19-23--our group was 8 adults and 1 child (13 months). I wasn't nervous because I knew we would have fun no matter where we were going, plus we couldn't beat the price; the all-inclusive per person price was cheaper than a direct flight from O'Hare to Vegas during that same time period, so it was a no brainer.

We all upgraded to the deluxe room (black wristband) directly with the travel agent ($15 per person, per day--cheaper than the other reviews that indicated it was $25-$30 additional when they upgraded at the hotel). In my opinion, the extra money was definitely worth it.

Our room was recently renovated and we had an ocean view, mini-fridge was stocked with bottled water, beer and assorted sodas, room safe was free of charge; the liquor selection was much better (Grey Goose, Don Julio, Gran Marnier, Crown Royal, Baileys, etc.), otherwise it was the "house" alcohol. Hard to tell if we got preferred treatment or not.....however, the night we ate at the Japanese restaurant there were (3) full tables and only (1) chef; our table was first. Not sure if it was wristband related or not.

Food was average; we ate at the Italian "restaurant" and the service was slow. Obviously we are on vacation and not in a rush, so it wasn't a huge problem. Be sure to order a number of appetizers/salads, even entrees--portions are on the smaller side. The breakfast buffet and lunch buffet by the pool was average also; appealed to the masses. Some tasty options, some not so tasty and bland. The coffee shop in the lobby was a nice treat; espresso and cappucinos were delicious.

Staff was friendly and hardworking. We did not attend any of the shows although the staff approached us frequently to remind us. There were vendors set up in the courtyard nightly; not pushy at all. Last year we vacationed at the Dreams Resort, Punta Cana and the vendors were out of control pushy; we wanted to order room service just to avoid walking thru the courtyard.

Pools were nice and refreshing; swim up bar could use some touching up, but the bartenders were accommodating.

The free WiFi in the hotel lobby was very nice; the fitness center is small, but nice.

The only excursion we took was a cab into the downtown area (5th Ave), Playa del Carmen. Very nice, but very commercialized. The street is blocked off and there are stores on both sides--Starbucks, Ben & Jerry's, etc.

My family and I had a wonderful time and that's all that matters.

If anyone wants further details or has any questions, please e-mail me and I'd be happy to help.

  • Stayed: May 2010, travelled as a couple
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3  Thank PuntaWunta
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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