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Barceló Hotel Beach Maya Palace Deluxe
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Map and location

Carretera Chetumal Puerto Juárez Km. 266,3   77750 Riviera Maya, Quintana Roo ,   México  


Places of Interest

78.7 km  Cancun International Airport 

0 m Chac Halal Beach

35 km Tulum archaeological site

30 km Xel-Ha

Premios y Reconocimientos

Prizes and awards

Guest reviews.

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Barceló Maya Palace

4.5/5 Round Indicators
| 13138 Reviews

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Cleaning

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Service


Comments

Excellent

65% Complete

8611

Very good

19% Complete

2596

Average

8% Complete

1090

Poor

3% Complete

439

Very poor

3% Complete

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    Round Indicators
    Micanell Lima. 02/27/2020

    “After coming here for years i will not return”

    The staff is not friendly anymore. Check in can take hrs, the Palace rooms are falling apart. The food is average and servers never bring you your drinks. Colonial is in fact better then Palace. Its a sad to see that ppty managers have let the service to fall under the cracks. Even the pool lady was rude because the front desk didnt give me towel cards which they never have on hand. This place is beautiful but the service is not what it use to be there are much better options now.
    Round Indicators
    r91shelley 02/26/2020

    “Amazing staff and a great stay for vacation”

    I cant speak highly enough about the staff. The trip was fairly expensive due to the airfare but once you get over that you are in for a great all inclusive experience. This resort has everything you would want without needing to leave the resort.

    BarceloMayaPalace, Gerente at Barcelo Maya Palace, responded to this review
     Dear guest, We would like to express our gratitude for the comments you have made about your recent visit, since they help us understand how our guests enjoy their stay with us. It is always our goal to achieve maximum customer satisfaction and we are delighted to hear that you enjoyed your vacation at the Barceló Maya Palace hotel. We continually strive to offer the best quality and ensure that all our guests return home with beautiful memories of their vacation. We are delighted to see that you really enjoyed the beauty of our facilities and the best service or our staff. It is our intention to offer a nice and clean accommodation so that our guests can still enjoy their vacation memories once they are back home. Once again, we thank you for this wonderful opinion, it has been a pleasure for us to read it and we look forward to serving you again soon. Regards, The management.

    Round Indicators
    denmegs 02/25/2020

    “Worst experience so far in Mexico”

    This was our 5th stay in Riviera Maya, and by far it was the worst one. We originally booked our reservations at the Colonial but we got upgraded to the Palace (which I wish we never did). Colonial is more central, which has Maya Mall, Club, 24/7 bar with food and much more to do during the day and nighttime. I also feel like it is much nicer decorated, not sure of the room differences. This is my first time ever writing a review. We normally are very easy to please but this was just a little too much. I always talk very highly of our Mexico vacations but after this experience I think we going to change it up. Expect a long check in process (average of 30 minutes) you will have to stay in line and wait your turn. There is no service out on the beach and minimal by the pool, to order drinks prepare for a small wait. Very sad to see elderly people get up, just to get themselves a water or something else to drink. The same with all buffets, usually a 5 minute wait to be seated. Service is a little too slow as well. Wifi in rooms for additional charge. Room service is additional charge. Everything at the stores on property is x5 what you would pay in USA. For example aloe vera cream was in the neighborhood of 25 dollars. Out of 5 shows that we saw during our stay we only liked 1. There is no entertainment later at night, everywhere else we stayed there was live music. If you wish to do anything else you would have to travel by bus to other resort. I don't really understand a concept of the "Palace', being a premium resort and having a huge kids pool park right in the middle of it. And finally It was our anniversary on the 14th which was Valentine Day (by the way I haven’t noticed any special decorations during that day at the Palace which was sad). My fiancé mentioned something during check in but it wasn’t a big deal for us. The lady that was booking our Ala Carte restaurants told us to be in the room around 3pm that day and that they would do something special. On the 14th we arrived to our room at 3 pm, waited a little and nothing...I came to the front desk and spoke to a receptionist, she made some calls, apologized and said that it would be delivered at 5-6pm. We came back around 5, waited again and still nothing. At this point it doesn’t look good anymore. I came to the front desk once again, there was usual long wait, but i was able to get ahold of one guy. He explained that it was very busy and that delivery would be maid around 7pm. I looked at the clock and it was already 7:05 and we had our dinner reservations around 9pm. At this point all I wanted was some flowers to take back with me, turns out there were none on a Valentines Day. Anyways it was a total disappointment, save your money go somewhere else. We stayed at cheaper resorts and had a much better experience. Definitely not coming back and I will advise everyone the same.
    Round Indicators
    mdubea Covington, Louisiana. 02/25/2020 Couples

    “First time at resort”

    Barcelo Maya Palace is a beautiful resort. The staff are very helpful and work hard to make to make our stay enjoyable. We enjoyed the food and our room was large and very clean. The bathroom was beautiful. We would visit Barcelo again.

    BarceloMayaPalace, Gerente at Barcelo Maya Palace, responded to this review
     Dear guest, We would like to express our gratitude for the comments you have made about your recent visit, since they help us understand how our guests enjoy their stay with us. It is always our goal to achieve maximum customer satisfaction and we are delighted to hear that you enjoyed your vacation at the Barceló Maya Palace hotel. We continually strive to offer the best quality and ensure that all our guests return home with beautiful memories of their vacation. We are delighted to see that you really enjoyed the beauty of our facilities and the best service or our staff. It is our intention to offer a nice and clean accommodation so that our guests can still enjoy their vacation memories once they are back home. Once again, we thank you for this wonderful opinion, it has been a pleasure for us to read it and we look forward to serving you again soon. Regards, The management.

    Round Indicators
    energizer090 Canada. 02/25/2020

    “Really big, with the good ... and the bad ... that brings”

    We stayed at the Barceló Maya Palace for 10 days in mid February 2020. Overall we marked it down to a 3, based on poor service not the facility or the room. Condensed summary of this, a long and detailed review: "Go to Barceló Palace, not the other big resort down the coast if ...." - you just want to just laze on the beach, not do activities - you want a bigger, wider beach with more swimming and snorkeling possibilities - you want more a la carte restaurants and shows to choose from. "Go to the other resort if ..." - you want to do activities and need to know "what" is going on "where" and "when". - you want nicer softer sand. - you want friendlier and more personalized service. - you want WiFi included in the price in your own section's lobby or in your room. Location: meaning "how long a drive from the Cancun Airport?". Well over an hour via Best Day Transportation shuttle bus due to one stop at another hotel. And "how's the beach on this part of the coast?" Our perception compared to another resort, in the Akumal area: a little less windy. No Sargasso weed (at least not third week February 2020) unlike the other resort. We think the sand at Barceló's beach is harder and not as good as the other resort. And "what's nearby?" Off site (but close) there are four cenotes a short walk across the highway from the main gate. We liked Cenote Cristilano. And "where is the Palace section in relation to anything else you might want on the site?" It's at the far end (northeast). That means more walking or bussing, if you want activities, shows or restaurants across the site. At the Palace end of the beach there are fewer smooth gaps between the rocks but walking out into the water is quite do-able. Reservations and Check-in: We made reservations through "iTravel 2000" for a WestJet package. All was in order. Price at Cdn$5600 for 10 days was competitive (all the all inclusives were up in price this year). A room preference request, sent separately to the hotel about 10 days prior to our flight, was answered although it took 4 - 5 days. In the end we did get our requested building although not floor. Check-In was a disaster. Took 1/2 hour just to get to the head of the line. Many people trying to resolve problems with their bookings; it appeared the hard working but overwhelmed front desk staff had bad info from their back office and were left with many irate guests. Other resorts proffer a drink on greeting the new guest. They also explain how the towel exchange ritual, cards etc works. Not here - "figure it out". It was obviously a busy afternoon at the check-in (University reading week at home) and staff were clearly in overload. A few check-in things got missed. We marked down Service severely, here's why: Arguably most of the staff were polite and helpful. We did run in to a few who were clearly operating within their own little "silos" of experience in this massive and unwieldy enterprise. - Internet and I/T functions: we lump this into "service". No site wide WiFi included in the price; you go the "Maya Mall" during limited hours. For - pay WiFi across the whole site is expensive at US$12 / day or US$45 / week. Hotels in general still fail to understand: you don't earn points for including WiFi, but you sure lose points by leaving it out or whacking the guest with a high surcharge. I could live without WiFi at the beach or even in the room, but most hotels at least provide it in the lobbies. The computerized activity and entertainment schedules are a joke, and they frustrate the employees who in turn get snippy with the guests. In a place this size one must have a well co-ordinated function to communicate to guests the places and times for the myriad of sports and fitness activities, evening shows and times, etc. All this info is on the Smartphone app but the info is often wrong (evening show times, times and venues for the morning stretching). Unfortunately the Guest Services people have exactly the same mis-information from the same poorly set up computer as the "app". In one inquiry as to evening shows the Guest Services lady finally said "well, go out the door and look at the paper poster". The "APP": yes, do install it on your Smartphone before departing, even if not splurging for WiFi. Worth it for the map alone, which ties in to the GPS location of the phone, so you can figure out where you are and where you're going. Sync the App to the Barceló network when you do go online; schedules (for what they're worth) are there 3 - 4 days into the future and they stay visible when offline. - They didn't try very hard to help guests break Mexican Peso bills for smaller denominations, for tips. We try use Pesos not the almighty US$ as a courtesy, but you need small denominations (MX$5, 10, 20). Front desk staff at other hotels keep a good "float" of these, not so here. Good luck finding a lobby front desk that happens to have small denomination Pesos. Maybe you just give up and not tip. - Staff at the Palenque theatre seemed unconcerned to be told NO toilet paper to be found in the Women's or the Men's. Ouch! - Not much sympathy when our reservation to the "Kyoto" Teppanyaki dinner / show was botched. Well, just take a table in the non - show area, it's the same food, as if to say "suck it up buttercup". - A request for room maintenance (faulty electrical plug) wasn't acted on. Arguably a toughie. On the bright side the site wide bus service is great. Quick, 15 minute frequency. But why leave it to the guest to "just figure it out" that there are two bus routes (apparently new, since the new Riviera building was built). To get from the Palace to the Beach / Tropical you transfer busses at the Maya Mall. Bus route maps, posted at all the stops, don't show this. Arguably the busses have a list of lobbies they serve on the windshield but you must have "just figured it out". There is a library / book exchange, several actually: at Guest Services and a smaller stash with the towel lady at the Coco Bar. Housekeeping: We tipped our housekeeper 50 Pesos a day which seemed to keep her happy. (Feb 2020). She kept the room super clean. But no towel art! (apparently a site-wide corporate thing). The site, public spaces: The site is really big. 4.4 km around the outer periphery. All appeared to be clean and tidy and well maintained. Nowhere near as much native mangrove forest as the other big resort we know: you can see where you're going, but there is hardly any wildlife. On-going maintenance is everywhere, good on them. And mostly done professionally and safely. The crew re-thatching the covered walkway roof outside our room were tying off with safety harnesses just like in Canada. Repairs to a water leak at the Coco Bar were done quickly and professionally. Gives the guest a sense of confidence. Beach is raked every night. Environment: they seem to pay more than lip service: separate bins for compostables and trash; waterless urinals in some of the men's washrooms. But what's with the plastic drinking straws? The room ... "Michoacán" building #8123 Size for the Junior Suite is quite large, even around the King bed. More than big enough for the two of us. It's what was available and the price was competitive. No mouldy smell or mould in corners. King bed was nice and comfortable. Noise - none from outside although sound from exuberant teenagers bled through the door from the adjoining room. Hooray there are enough electrical sockets for your chargers, devices, etc. Not all of them worked (cut them a little slack, this is a difficult humid salty climate). Yes you still should bring a cube tap / splitter. Drying rack for bathing suits etc is a nice touch. Bathroom is quite modern, almost everything works. It's not the only hotel with leaky drain plugs in the sinks. We're not sold on the separate shower next to the tub (which has its own shower) but oh well. Coffee maker thankfully was stocked with decaffeinated coffee! Amazingly the mini bar is included in the room rate. Pretty basic (pop, beer, chips, peanuts) but serves the purpose. Fridge worked and did not make noise. TV - there's not much in English, they do have CNN International (yuk unless you're into American politics, where's my nice homey BBC?). TV blasts you with LOUD static noise and displays snow when first turned on. It's up to you to "just figure it out". Just another manifestation of Barceló's issue - plagued I/T support. A 50 m walk outside our "balcony" door, the "el Cielo" bar was a lovely place for a pre-dinner drink. Can I drink the water? Yes. Some Internet searching turned up Barceló uses reverse osmosis, like all the other big resorts. Wow were the WestJet rep' and Barceló's Guest Services people intent on covering their tushes: nary a straight answer from any of them to "what process do you use to treat the water?" Food The buffets are comparable to other all inclusives --- we used the Hacienda for breakfasts and one of the beach grill buffets (Coral usually) for most lunches. They ran out of our favourite tea: how can you allow that with the large number of tea-drinking Canadians in the clientele? A la carte restaurants --- despite advice to the contrary, there was no limit to the number we could book in our 10 days. Guest Services people quite happily booked us for eight a la cartes. Do you need a reservation? Yes if you a specific time range. We walked in to the Caribe with no reservation, arguably later in the evening. Our a la carte restaurant reviews: Caribe (+) La Fuente (~) Brasserie (+) Mexico Lindo (-) Kyoto (-) because of reservation botched, no Teppanyaki show. Rodizio (+) love the meat on the swords. Santa Fe (+) super beef tenderloin. Tokyo (+) Teppanyaki show. Activities: We enjoyed the morning Stretching with Carlos and Marlon. BUT ... confusion about the schedule: both the "APP" and the notice board at the Coco Bar were out to lunch. (see previous comments "this place is so big it's gotten away from them"). Same applied to the Yoga. Sailing catamarans are available. The boat and the introductory lesson / checkout, are both included in the room rate (others charge extra). Get there at 9 a.m. to book a boat for today. Snorkeling and the reef: unlike other resorts yes they do loan out complete snorkel kit including fins (unusual for the fins) and it is included in the room price. The big attraction is the turtle watching. There are small bits and pieces of reef with pretty coral formations and lots of fish. All of this is a short swim from the shore. The "semi Olympic" lap pool (translation: 25 metres by five lanes) is great. More a morning thing, in the afternoon it fills up with kids. Barceló has a better stock of beach towels than other all inclusives. Never a problem finding a beach chair. Sadly the Kitchen Tour, which is still listed on the recreation schedule, is no more. Probably a casualty of paranoia over Coronavirus. So, uh, why not take it off the schedule? Evening shows: there are 4 performance spaces counting the new Riviera. The usual all-inclusive resort fare of "shake your booty and lip sync" for some; but the magic show, the circus and the three tenors were good (no they didn't lip sync and they didn't have booties worth shaking). BUT it's up to you and dumb luck to find the show you want. Computerized schedule used by Guest Services, as well as the "APP", are totally out to lunch. The shows are too late for our liking: 9:30 start, roughly 45 minutes long. This year (2020) go early for the "Michael Jackson" show, it fills up fast! They had a live sax player one afternoon at the Coco Bar. Cool! And a live pianist in the Brasserie French restaurant one night. Room tips: Michoacán building is not posted as non smoking as we had read. That said we did not notice smoking anywhere in Michoacán. Our room came equipped with an ash tray ... what's with that in a non smoking building? First Michoacán building behind the Premium Club building is fine, close enough to pools, services, restaurants and front desk. West side overlooks a grassy area, no noise or fuss from outside. The far ends of Michoacán and Oaxaca are pretty far away from anything except the bus stop.

    BarceloMayaPalace, Gerente at Barcelo Maya Palace, responded to this review
     Dear Guest, We sincerely appreciate the time you spent sharing your opinion after your visit to our Barceló Maya Palace hotel. The opinions of our customers are of the utmost importance to ensure compliance with our service standards at all times. Please accept our sincerest apologies for any incident you may have experienced during your stay. Although your opinion does not seem to match the usual response we receive, for a future stay, please, do not hesitate to express your concerns and contact the management team to inform us of the imperfection of service that you report in your opinion, we will be more than happy to help you to fully enjoy your vacation with us. We understand, by reading your opinion, that apparently you were not adequately informed about the All Inclusive meal plan when making your reservation and we would like to take the opportunity to point out that, as reported on our website, the all-inclusive is related to drinks , meals, snacks and the entertainment program; Wi-Fi, bowling, spa and room service are subject to supplement. It should be noted that we have free and open Wi-Fi service for all our guests from 10:00 a.m. to 5:00 p.m. in our mall. Thanks again for your visit and constructive criticism, our main goal is to ensure our guests feel comfortable and fully enjoy their visits. We are eager to have the opportunity to regain your trust. Best regards, Management.

    EVALUATION

    Round Indicators

    • february 27 2020
    • Lima

    Micanell

    “After coming here for years i will not return”


    The staff is not friendly anymore. Check in can take hrs, the Palace rooms are falling apart. The food is average and servers never bring you your drinks. Colonial is in fact better then Palace. Its a sad to see that ppty managers have let the service to fall under the cracks. Even the pool lady was rude because the front desk didnt give me towel cards which they never have on hand. This place is beautiful but the service is not what it use to be there are much better options now.


    EVALUATION

    Round Indicators

    • february 26 2020

    r91shelley

    “Amazing staff and a great stay for vacation”


    I cant speak highly enough about the staff. The trip was fairly expensive due to the airfare but once you get over that you are in for a great all inclusive experience. This resort has everything you would want without needing to leave the resort.


    BarceloMayaPalace, Gerente at Barcelo Maya Palace, responded to this review
    Dear guest, We would like to express our gratitude for the comments you have made about your recent visit, since they help us understand how our guests enjoy their stay with us. It is always our goal to achieve maximum customer satisfaction and we are delighted to hear that you enjoyed your vacation at the Barceló Maya Palace hotel. We continually strive to offer the best quality and ensure that all our guests return home with beautiful memories of their vacation. We are delighted to see that you really enjoyed the beauty of our facilities and the best service or our staff. It is our intention to offer a nice and clean accommodation so that our guests can still enjoy their vacation memories once they are back home. Once again, we thank you for this wonderful opinion, it has been a pleasure for us to read it and we look forward to serving you again soon. Regards, The management.

    EVALUATION

    Round Indicators

    • february 25 2020

    denmegs

    “Worst experience so far in Mexico”


    This was our 5th stay in Riviera Maya, and by far it was the worst one. We originally booked our reservations at the Colonial but we got upgraded to the Palace (which I wish we never did). Colonial is more central, which has Maya Mall, Club, 24/7 bar with food and much more to do during the day and nighttime. I also feel like it is much nicer decorated, not sure of the room differences. This is my first time ever writing a review. We normally are very easy to please but this was just a little too much. I always talk very highly of our Mexico vacations but after this experience I think we going to change it up. Expect a long check in process (average of 30 minutes) you will have to stay in line and wait your turn. There is no service out on the beach and minimal by the pool, to order drinks prepare for a small wait. Very sad to see elderly people get up, just to get themselves a water or something else to drink. The same with all buffets, usually a 5 minute wait to be seated. Service is a little too slow as well. Wifi in rooms for additional charge. Room service is additional charge. Everything at the stores on property is x5 what you would pay in USA. For example aloe vera cream was in the neighborhood of 25 dollars. Out of 5 shows that we saw during our stay we only liked 1. There is no entertainment later at night, everywhere else we stayed there was live music. If you wish to do anything else you would have to travel by bus to other resort. I don't really understand a concept of the "Palace', being a premium resort and having a huge kids pool park right in the middle of it. And finally It was our anniversary on the 14th which was Valentine Day (by the way I haven’t noticed any special decorations during that day at the Palace which was sad). My fiancé mentioned something during check in but it wasn’t a big deal for us. The lady that was booking our Ala Carte restaurants told us to be in the room around 3pm that day and that they would do something special. On the 14th we arrived to our room at 3 pm, waited a little and nothing...I came to the front desk and spoke to a receptionist, she made some calls, apologized and said that it would be delivered at 5-6pm. We came back around 5, waited again and still nothing. At this point it doesn’t look good anymore. I came to the front desk once again, there was usual long wait, but i was able to get ahold of one guy. He explained that it was very busy and that delivery would be maid around 7pm. I looked at the clock and it was already 7:05 and we had our dinner reservations around 9pm. At this point all I wanted was some flowers to take back with me, turns out there were none on a Valentines Day. Anyways it was a total disappointment, save your money go somewhere else. We stayed at cheaper resorts and had a much better experience. Definitely not coming back and I will advise everyone the same.


    EVALUATION

    Round Indicators

    • february 25 2020
    • Covington, Louisiana
    • Couples

    mdubea

    “First time at resort”


    Barcelo Maya Palace is a beautiful resort. The staff are very helpful and work hard to make to make our stay enjoyable. We enjoyed the food and our room was large and very clean. The bathroom was beautiful. We would visit Barcelo again.


    BarceloMayaPalace, Gerente at Barcelo Maya Palace, responded to this review
    Dear guest, We would like to express our gratitude for the comments you have made about your recent visit, since they help us understand how our guests enjoy their stay with us. It is always our goal to achieve maximum customer satisfaction and we are delighted to hear that you enjoyed your vacation at the Barceló Maya Palace hotel. We continually strive to offer the best quality and ensure that all our guests return home with beautiful memories of their vacation. We are delighted to see that you really enjoyed the beauty of our facilities and the best service or our staff. It is our intention to offer a nice and clean accommodation so that our guests can still enjoy their vacation memories once they are back home. Once again, we thank you for this wonderful opinion, it has been a pleasure for us to read it and we look forward to serving you again soon. Regards, The management.

    EVALUATION

    Round Indicators

    • february 25 2020
    • Canada

    energizer090

    “Really big, with the good ... and the bad ... that brings”


    We stayed at the Barceló Maya Palace for 10 days in mid February 2020. Overall we marked it down to a 3, based on poor service not the facility or the room. Condensed summary of this, a long and detailed review: "Go to Barceló Palace, not the other big resort down the coast if ...." - you just want to just laze on the beach, not do activities - you want a bigger, wider beach with more swimming and snorkeling possibilities - you want more a la carte restaurants and shows to choose from. "Go to the other resort if ..." - you want to do activities and need to know "what" is going on "where" and "when". - you want nicer softer sand. - you want friendlier and more personalized service. - you want WiFi included in the price in your own section's lobby or in your room. Location: meaning "how long a drive from the Cancun Airport?". Well over an hour via Best Day Transportation shuttle bus due to one stop at another hotel. And "how's the beach on this part of the coast?" Our perception compared to another resort, in the Akumal area: a little less windy. No Sargasso weed (at least not third week February 2020) unlike the other resort. We think the sand at Barceló's beach is harder and not as good as the other resort. And "what's nearby?" Off site (but close) there are four cenotes a short walk across the highway from the main gate. We liked Cenote Cristilano. And "where is the Palace section in relation to anything else you might want on the site?" It's at the far end (northeast). That means more walking or bussing, if you want activities, shows or restaurants across the site. At the Palace end of the beach there are fewer smooth gaps between the rocks but walking out into the water is quite do-able. Reservations and Check-in: We made reservations through "iTravel 2000" for a WestJet package. All was in order. Price at Cdn$5600 for 10 days was competitive (all the all inclusives were up in price this year). A room preference request, sent separately to the hotel about 10 days prior to our flight, was answered although it took 4 - 5 days. In the end we did get our requested building although not floor. Check-In was a disaster. Took 1/2 hour just to get to the head of the line. Many people trying to resolve problems with their bookings; it appeared the hard working but overwhelmed front desk staff had bad info from their back office and were left with many irate guests. Other resorts proffer a drink on greeting the new guest. They also explain how the towel exchange ritual, cards etc works. Not here - "figure it out". It was obviously a busy afternoon at the check-in (University reading week at home) and staff were clearly in overload. A few check-in things got missed. We marked down Service severely, here's why: Arguably most of the staff were polite and helpful. We did run in to a few who were clearly operating within their own little "silos" of experience in this massive and unwieldy enterprise. - Internet and I/T functions: we lump this into "service". No site wide WiFi included in the price; you go the "Maya Mall" during limited hours. For - pay WiFi across the whole site is expensive at US$12 / day or US$45 / week. Hotels in general still fail to understand: you don't earn points for including WiFi, but you sure lose points by leaving it out or whacking the guest with a high surcharge. I could live without WiFi at the beach or even in the room, but most hotels at least provide it in the lobbies. The computerized activity and entertainment schedules are a joke, and they frustrate the employees who in turn get snippy with the guests. In a place this size one must have a well co-ordinated function to communicate to guests the places and times for the myriad of sports and fitness activities, evening shows and times, etc. All this info is on the Smartphone app but the info is often wrong (evening show times, times and venues for the morning stretching). Unfortunately the Guest Services people have exactly the same mis-information from the same poorly set up computer as the "app". In one inquiry as to evening shows the Guest Services lady finally said "well, go out the door and look at the paper poster". The "APP": yes, do install it on your Smartphone before departing, even if not splurging for WiFi. Worth it for the map alone, which ties in to the GPS location of the phone, so you can figure out where you are and where you're going. Sync the App to the Barceló network when you do go online; schedules (for what they're worth) are there 3 - 4 days into the future and they stay visible when offline. - They didn't try very hard to help guests break Mexican Peso bills for smaller denominations, for tips. We try use Pesos not the almighty US$ as a courtesy, but you need small denominations (MX$5, 10, 20). Front desk staff at other hotels keep a good "float" of these, not so here. Good luck finding a lobby front desk that happens to have small denomination Pesos. Maybe you just give up and not tip. - Staff at the Palenque theatre seemed unconcerned to be told NO toilet paper to be found in the Women's or the Men's. Ouch! - Not much sympathy when our reservation to the "Kyoto" Teppanyaki dinner / show was botched. Well, just take a table in the non - show area, it's the same food, as if to say "suck it up buttercup". - A request for room maintenance (faulty electrical plug) wasn't acted on. Arguably a toughie. On the bright side the site wide bus service is great. Quick, 15 minute frequency. But why leave it to the guest to "just figure it out" that there are two bus routes (apparently new, since the new Riviera building was built). To get from the Palace to the Beach / Tropical you transfer busses at the Maya Mall. Bus route maps, posted at all the stops, don't show this. Arguably the busses have a list of lobbies they serve on the windshield but you must have "just figured it out". There is a library / book exchange, several actually: at Guest Services and a smaller stash with the towel lady at the Coco Bar. Housekeeping: We tipped our housekeeper 50 Pesos a day which seemed to keep her happy. (Feb 2020). She kept the room super clean. But no towel art! (apparently a site-wide corporate thing). The site, public spaces: The site is really big. 4.4 km around the outer periphery. All appeared to be clean and tidy and well maintained. Nowhere near as much native mangrove forest as the other big resort we know: you can see where you're going, but there is hardly any wildlife. On-going maintenance is everywhere, good on them. And mostly done professionally and safely. The crew re-thatching the covered walkway roof outside our room were tying off with safety harnesses just like in Canada. Repairs to a water leak at the Coco Bar were done quickly and professionally. Gives the guest a sense of confidence. Beach is raked every night. Environment: they seem to pay more than lip service: separate bins for compostables and trash; waterless urinals in some of the men's washrooms. But what's with the plastic drinking straws? The room ... "Michoacán" building #8123 Size for the Junior Suite is quite large, even around the King bed. More than big enough for the two of us. It's what was available and the price was competitive. No mouldy smell or mould in corners. King bed was nice and comfortable. Noise - none from outside although sound from exuberant teenagers bled through the door from the adjoining room. Hooray there are enough electrical sockets for your chargers, devices, etc. Not all of them worked (cut them a little slack, this is a difficult humid salty climate). Yes you still should bring a cube tap / splitter. Drying rack for bathing suits etc is a nice touch. Bathroom is quite modern, almost everything works. It's not the only hotel with leaky drain plugs in the sinks. We're not sold on the separate shower next to the tub (which has its own shower) but oh well. Coffee maker thankfully was stocked with decaffeinated coffee! Amazingly the mini bar is included in the room rate. Pretty basic (pop, beer, chips, peanuts) but serves the purpose. Fridge worked and did not make noise. TV - there's not much in English, they do have CNN International (yuk unless you're into American politics, where's my nice homey BBC?). TV blasts you with LOUD static noise and displays snow when first turned on. It's up to you to "just figure it out". Just another manifestation of Barceló's issue - plagued I/T support. A 50 m walk outside our "balcony" door, the "el Cielo" bar was a lovely place for a pre-dinner drink. Can I drink the water? Yes. Some Internet searching turned up Barceló uses reverse osmosis, like all the other big resorts. Wow were the WestJet rep' and Barceló's Guest Services people intent on covering their tushes: nary a straight answer from any of them to "what process do you use to treat the water?" Food The buffets are comparable to other all inclusives --- we used the Hacienda for breakfasts and one of the beach grill buffets (Coral usually) for most lunches. They ran out of our favourite tea: how can you allow that with the large number of tea-drinking Canadians in the clientele? A la carte restaurants --- despite advice to the contrary, there was no limit to the number we could book in our 10 days. Guest Services people quite happily booked us for eight a la cartes. Do you need a reservation? Yes if you a specific time range. We walked in to the Caribe with no reservation, arguably later in the evening. Our a la carte restaurant reviews: Caribe (+) La Fuente (~) Brasserie (+) Mexico Lindo (-) Kyoto (-) because of reservation botched, no Teppanyaki show. Rodizio (+) love the meat on the swords. Santa Fe (+) super beef tenderloin. Tokyo (+) Teppanyaki show. Activities: We enjoyed the morning Stretching with Carlos and Marlon. BUT ... confusion about the schedule: both the "APP" and the notice board at the Coco Bar were out to lunch. (see previous comments "this place is so big it's gotten away from them"). Same applied to the Yoga. Sailing catamarans are available. The boat and the introductory lesson / checkout, are both included in the room rate (others charge extra). Get there at 9 a.m. to book a boat for today. Snorkeling and the reef: unlike other resorts yes they do loan out complete snorkel kit including fins (unusual for the fins) and it is included in the room price. The big attraction is the turtle watching. There are small bits and pieces of reef with pretty coral formations and lots of fish. All of this is a short swim from the shore. The "semi Olympic" lap pool (translation: 25 metres by five lanes) is great. More a morning thing, in the afternoon it fills up with kids. Barceló has a better stock of beach towels than other all inclusives. Never a problem finding a beach chair. Sadly the Kitchen Tour, which is still listed on the recreation schedule, is no more. Probably a casualty of paranoia over Coronavirus. So, uh, why not take it off the schedule? Evening shows: there are 4 performance spaces counting the new Riviera. The usual all-inclusive resort fare of "shake your booty and lip sync" for some; but the magic show, the circus and the three tenors were good (no they didn't lip sync and they didn't have booties worth shaking). BUT it's up to you and dumb luck to find the show you want. Computerized schedule used by Guest Services, as well as the "APP", are totally out to lunch. The shows are too late for our liking: 9:30 start, roughly 45 minutes long. This year (2020) go early for the "Michael Jackson" show, it fills up fast! They had a live sax player one afternoon at the Coco Bar. Cool! And a live pianist in the Brasserie French restaurant one night. Room tips: Michoacán building is not posted as non smoking as we had read. That said we did not notice smoking anywhere in Michoacán. Our room came equipped with an ash tray ... what's with that in a non smoking building? First Michoacán building behind the Premium Club building is fine, close enough to pools, services, restaurants and front desk. West side overlooks a grassy area, no noise or fuss from outside. The far ends of Michoacán and Oaxaca are pretty far away from anything except the bus stop.


    BarceloMayaPalace, Gerente at Barcelo Maya Palace, responded to this review
    Dear Guest, We sincerely appreciate the time you spent sharing your opinion after your visit to our Barceló Maya Palace hotel. The opinions of our customers are of the utmost importance to ensure compliance with our service standards at all times. Please accept our sincerest apologies for any incident you may have experienced during your stay. Although your opinion does not seem to match the usual response we receive, for a future stay, please, do not hesitate to express your concerns and contact the management team to inform us of the imperfection of service that you report in your opinion, we will be more than happy to help you to fully enjoy your vacation with us. We understand, by reading your opinion, that apparently you were not adequately informed about the All Inclusive meal plan when making your reservation and we would like to take the opportunity to point out that, as reported on our website, the all-inclusive is related to drinks , meals, snacks and the entertainment program; Wi-Fi, bowling, spa and room service are subject to supplement. It should be noted that we have free and open Wi-Fi service for all our guests from 10:00 a.m. to 5:00 p.m. in our mall. Thanks again for your visit and constructive criticism, our main goal is to ensure our guests feel comfortable and fully enjoy their visits. We are eager to have the opportunity to regain your trust. Best regards, Management.

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