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Reviews (7,436)
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4,049
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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 27 June 2010

My husband and I stayed for 5 nights in early June. The weather was perfect, albiet very hot and humid. We upgraded to to the VIP black wristband, which I def. recommend if you like to get your drink on. Premium liquor makes ALL the difference, that alone was worth the extra $. The VIP beach area with the Bali Beds was very nice, however we were only able to utilize them early in the morning- the glass partitions they have instead of railings block the breeze coming off the ocean, and by 10 or 11 it was simply too hot to stay there. They also advertised "beach service" for the VIP area, which was untrue;yet the other beach area where anybody can go sometimes had a waitress or bartender come by and bring you a drink. Odd, but hey, whatever. Oceanview was nice, we stayed in #1206 which was perfect-close to pool bar and steps from the ocean. Room was very nice and modern,however (as others have mentioned) the bed was so hard it actually hurt to lay on it. I did mention it to the front desk and they had the maid put 2 extra blankets under the sheet which helped alot.
Our major complaints regarding this resort seemed to revolve around food- when we booked our trip they claimed to have room service (which is a must have as far as what resort we choose) and low and behold, when we asked for it we were told they discontinued it 30 days earlier. To make matters even worse, they WILL NOT ALLOW YOU TO TAKE ANY FOOD FROM A BUFFET OR RESTAURANT BACK TO YOUR ROOM. This is ridiculous! When you are on your VACATION, there may be times where you dont feel like getting dressed for dinner- I paid good money to stay there, tipped well and often, and I should be able to eat where I'd like without worrying about the food Nazi's.We were VERY unhappy about this. We absolutely LOVED the Italian restaurant, both the food and the ambiance was out this world the 2 nights we ate there. The Japanese was above average also. Didn't try the Mexican, and honestly, if we could have we would have eaten @ the Italian restaurant every night! Only having lunch available at one place got real old, real fast- so basically we would try to wait as late in the afternoon as possible to eat, so we would be tipsy enough not to care. The service @ the pool bar was wonderful!!! We would tip $5 in the morning, and then another buck or 2 every few hours, and were treated like old friends. Fernando (aka Mario Lopez) was the highlight of my trip ; ) We didn't go on any excursions, allthough we made some friends who went on the all day, all-inclusive Isle Mujueres trip and they had a ball. We did enjoy a 50 min couples massage on the beach for $95, which was def. worth it. All in all, we had a nice trip, but next time we will try either the Blue Bay or the Ocean Coral.Feel free to contact me with any questions, I know how stressfull picking a resort can be!

  • Stayed: June 2010, travelled as a couple
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2  Thank kgelarden
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 6 June 2010

We stayed at the Ocean Maya from May 21 through 25. It was a last minute trip - and we found an absolutely great price on-line that we just couldn't pass up. So off we went to give it a try! We read through all of the reviews, and as a result, we had relatively moderate expectations going in - but we were definitely pleasantly surprised! Check in was a breeze... No one bothered us about sitting through a time share presentation at any time during our stay. We were taken to our room - and "pleasant surprise #1", we were taken to building #9, and as we peered through the sliding doors, we had a beautiful view of the ocean from our second floor room! Now we certainly did not pay for that! It was also one of the recently updated and redecorated rooms - and, again, we had not paid the upgrade fee, so we were expecting to get one of the older style rooms...

The grounds at the resort were beautiful - with flowers and foliage along every path way, and all well kept! And given the relatively small size of the resort, nothing is far away at all. After staying at a larger resort previously (Bahia Principe Tulum), we absolutely loved the more intimate size of this resort, with short < 5 minute walks between everything we wanted to do - yet pleasant and not cramped at all.

There were two pools - one more quiet, while the other was where most of the day time activities took place. And lots of lounge chairs on the beach as well - with plenty of palapas for shade at the beach area. And the breeze off of the ocean made it an unbelievably pleasant experience. You could spend hours and hours there with out being uncomfortable! Although some seaweed would wash up on the beach, they did a pretty good job of cleaning it up every day. Don't expect the beautiful bright blue Caribbean ocean from this hotel's beach - it is more brown looking...

During most of our visit, the resort was relatively empty. As a result, there was absolutely no waiting for any of the restaurants - just walked up, and we would be immediately seated! That was nice - because we did NOT pay the upgrade fee to the black bands - and so we were expecting we might need to wait a long time to be seated for dinner, since we would not be able to sign up for reservations. We ate at both the Japanese restaurant and the Italian restaurant - and the food at both was pretty decent. Given all the bad reviews we read about the Mexican restaurant, we did not try it. The large buffet restaurant was only open one night for dinner during our stay (Saturday night - Caribbean Buffet night - just average food...) The one downside was that during our stay, the only place you could eat lunch was in the restaurant by the pool - where they served a buffet style lunch. We were actually disappointed in the lunch menu / options - and had wished the large Buffet restaurant were open instead. However, the large Buffet was open every morning for breakfast - and they had plenty of options available (made to order omlettes, french toast, pancakes, etc) - and we always found enough to eat . We were definitely satisfied with their breakfast options.

Drinks are definitely light on the alcohol content - not a big deal for us since we are not big drinkers - but, again, we had not paid the upgrade fee for the premium liquors - so no complaints here.

Entertainment at night is the typical all-inclusive resort style shows - pretty corny, but the staff does try hard - and they certainly work long days.

The only real complaint we had is that Saturday, the resort seemed to fill up with locals - and so it got pretty crowded in the restaurants and pools, etc.

We did tip - bar tenders, maids and waiters at the restaurants. So bring lots of singles.

In terms of guests, the majority appeared to speak Spanish - so either from Mexico - or other Spanish speaking locales, also quite a few Canadians, then a few Europeans and Americans.

For the price, we were satisfied. Not sure we would pay full price during peak season, but if the price were right - and we were in a non-peak period, we would likely go back again.

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

I just returned from a 4 night stay at the Grand Ocean Maya (formerly an H10), during low season this place is great. 3 friends went, had a fabulous time, full of fun, relaxation and excellent service.
Room: We were upgraded to Ocean view, a new room, comfortable enough for us, clean and no complaints. No musty smell at all!!
Food: I had recently stayed at the Princess (just down the beach) so really nothing can compare to the food there. I believe because we went in low season, the selection was average, nothing spectacular.
Service: From the excellent front desk staff, to the bartenders, to the entertainment staff to the housekeeping staff.... Canada could take some lessons from this group.
Beach: VIP section - WAY BETTER than Princess's VIP section ... however because of the pier and the boardwalk, the beach/water front can be choppy and not as clean as if you were to walk the 15 feet and enter the water from the Secret's resort (the neighbour's). The water is clear blue, white sand, CLEAN!! And you can walk and look at all the neighbouring resorts.
Value for money: on par with everyone else, however if you are looking for somewhere quiet(er) in low season this may work for you. After staying at the Princess in December, this was a welcome change. If you are going in high season, I can see this resort becoming very crowded quickly.
The Canadians seem to like it here!!

  • Stayed: May 2010, travelled with friends
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2  Thank Globetrter
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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

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