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Reviews (9 097)
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Reviewed 2 June 2016 via mobile

This place is outstanding! It is beautiful and the people are lovely! Any problems we've run into, the staff has been wonderful at helping fix it. The grounds are well taken care of, the rooms are very luxurious. Definitely recommend it to all. Carmen was gracious enough to take a picture with us :)

Stayed: June 2016, travelled with family
1  Thank jenna s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded 8 June 2016

Dear jenna s

Thank you so much for sharing your review with us about your staying, your words make us feel special and we hope that you come back soon!

Best Regards

The Managment

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 June 2016 via mobile

The entertainment team was amazing! They are very fun, active, and friendly with all of the guests. Very good with having numerous activities for all ages. Liz was an awesome entertainer and great friend! Highly recommend this resort to all ages.

Stayed: June 2016, travelled with family
Thank Clayton B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded 10 June 2016

Dear Clayton,
The staff will be very happy to know you enjoyed the acvities and your vacations!
Thank you very much for your visit!
Best regards,
The Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 June 2016

Spent at least one hour checking in and 90 minutes checking out. There is always some horrible confusion. On our check-out, they wanted to charge us for trumped up charges regarding transportation (which we did through Barceló). They said we had "authorized" an extra passenger on our trip from the Cancun Airport to the hotel. Our small word against the giant's. Our plans that morning were to get in the beach one last time. Instead, we spent more than an hour-and-a-half arguing with front-desk personnel, who were surprisingly nice, as this appeared to be a computer issue. Eventually, Mr. Ricardo Peláez, who was in charge and always a gentleman, made us sign an affidavit indicating that we had not authorized anybody to ride with us.

While they were able to fix the problem, that was a wasted morning. I do not recall a visit (this was my third) in which we did not have similar issues with the front desk. WHile the Barceló's reps are always super-nice, this situation reflects very poorly on the management. They ruined an otherwise pleasant visit by giving us horrible front-desk experiences on our way in and out.

I must add that the family travels together. Two other members of the family had distasteful front-desk experiences as well. In one case, the computer said to charge an exorbitant amount for an extra guest despite the fact that a much lower fare had been prearranged. The other family had a similar problem.

Even average hotels have a very easy check-out. Barceló insists on having one that is sadly memorable. Every time.

We bought wifi, but it is also a third-world service. Expensive, unreliable, deficient, and impractical. Have to log in anytime the computer goes dormant. Have to login again when going to another building.

Don´t know if we will go back. There are many other choices.

NOW, the good stuff:

I commend the buffets at the hotel. Plentiful, diverse, and always good. The buffet personnel are the best. Thank you, Yosajani, Daniela (a cafeteria manager who went out of her way to help) and all the others.

Room Tip: Do not contract BARCELÓ'S transportation. Bring a copy of all your printed emails. YOU WILL probably NEED THEM!!!!!
  • Stayed: May 2016, travelled with family
    • Location
    • Rooms
    • Service
Thank R3044PZRaffles
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded 10 June 2016

Dear Rafael,
We regret if the information provided by the transportation company affected directly our front desk clerks. We understand there was an issue and we apologize because of that.
The internet service is usually working right, we had change the system to a new one so no problems of service had been detected but we appreciate let us know in order to avoid this kind of reports.
Thank you again for your visit, We really hope to have another opportunity to show you the real service that our guests are used to receive.
Best regards,
The Management

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Reviewed 2 June 2016

This place is great but the reception system and staff is the one of the worst I've ever seen. They don't have the attitude nor the tools and empowerment to solve problems. I had problems with my check-in because they wanted to apply a ridiculous rate for a third person in my room and took an hour and a lot of discussion to solve. In addition, they have very limited staff for check-in and check-out and it makes this process very slow.

The rest of the place is superb. Room is clean, food is great and all the staff people are friendly.

Make sure you have your rate in paper, otherwise be prepared for trouble!!!!

  • Stayed: May 2016, travelled with family
    • Value
    • Cleanliness
    • Service
Thank BeatrizR17
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded 10 June 2016

Dear Beatriz,
We apologize if there was a lack of information under your reservation. The rates we provide are announced in our web page and we regret if the situation took too many time to be resolved.
Thank you for your visit and comments which help us to improve our services every day.
Best regards,
The Management

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Reviewed 1 June 2016 via mobile

Service is great, everyone is so friendly especially our server monica cruz. Food was so good! The seafood was fresh. The pastries were fantastic! Overall very good. The view of water was awesome. Recommend eating here if you stay at the barcelo maya.

Stayed: June 2016, travelled with family
Thank Israel A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HBarcelo-Maya-Palace, Gerente at Barcelo Maya Palace, responded to this reviewResponded 2 June 2016

Dear Israel A

Thank you for sharing your review with us at Barcelo Maya Palace Deluxe, is a pleasure know that you enjoy since the food until the service! We hope for a next visit.

Best Regards

The Managment

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