Hotel Overview
Location
Riviera Maya - BeachProperty Information
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Hotel Details
Hotel Advisories
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
SPRING BREAK POLICY - Bookings traveling in the months of March and April will be subject to the following conditions:
- The minimum age requirement for check-in is 18. One parent or chaperone at least 25 years of age will be required per room for check-in.
- In the event that any guests engage in inappropriate behavior or cause physical damages to the facilities, the Hotel Management reserves the right to expel the said guest without reimbursement or refund of the remaining nights.
SPRING BREAK GROUPS POLICY - Students/youth are considered between 16 and 23 years of age. In addition to the Spring Break Policy for all bookings traveling March-April, Groups shall adhere to the following conditions:
- Any student/youth group must be pre-approved and will be reviewed on a case-by-case basis.
- Upon check-in, each group will be required to leave a refundable cash deposit per room for any charges or damages that might be incurred during the stay.
Effective - 11/01/2019
SPRING BREAK POLICY - The resort is a family oriented environment and thus has implemented the following policy for Spring Breakers reservations. The valid period is March 1st, 2020 to April 30th, 2020. Spring Breakers are defined as Students/youth
between 16 and 23 years of age.
- One parent or chaperone at least 25 years of age will be required per room for check-in. Adults accompanying are responsible for the students’ behavior.
- In the event that any guest(s) engage in inappropriate behavior disrespecting Hotel staff and/or other guests or causing physical damages to the facilities, the Hotel Management reserves the right to expel the guest(s) without reimbursement or refund of
the remaining nights.
SPRING BREAK POLICY - The resort is a family oriented environment and thus has implemented the following policy for Spring Breakers reservations. The valid period is March 1st, 2021 to April 30th, 2021. Spring Breakers are defined as Students/youth between 16 and 23 years of age.
- One parent or chaperone at least 25 years of age will be required per room for check-in. Adults accompanying are responsible for the students’ behavior.
- In the event that any guest(s) engage in inappropriate behavior disrespecting Hotel staff and/or other guests or causing physical damages to the facilities, the Hotel Management reserves the right to expel the guest(s) without reimbursement or refund of
the remaining nights.
***Important Information For Our Guests***
Please be aware that due to changing weather and ocean conditions, beach shapes and characteristics may vary.
Customer Ratings & Reviews
TripAdvisor Traveler Rating
8563 reviews
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Nov 15, 2024Great place to relax
Friendly staff everywhere. The resort has great landscaping, the greenery really adds to the overall aesthetic. The resort is also HUGE. Lots of places to lay out with so many different vibes. Lots of places to eat, the Mexican food is top notch!
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Nov 12, 2024It's great, but the coatis...
🌞 Good day to all! I just want to start off saying that I've been fortunate to have been to 50 countries in my lifetime. So, I just visited this resort recently for a Jazz Festival! 🎵 This was my first time at this resort, but not my first time in Cancun. ✈️For those coming from Charlotte NC, there is a direct flight. 🌤️The weather is, of course very tropical...quite warm/humid in November. 🕜 It's also important to note that Cancun is still on the EST time zone. Upon arrival, I was greeted by the friendly staff and was accommodated smoothly. I was offered a beverage while going through the process. I observed a lot of beautiful sturdy looking hand carved furniture that was pertinent to the culture. You could tell that much attention was paid to details regarding design as it related to the culture. Chandeliers, lighting fixtures furniture pieces were just amazing. I was a little weary after traveling, but I think that the check-in process took about 30-40 minutes. Most all of the staff on the premises had better English-speaking skills then my limited Spanish. I did attempt to use the little Spanish that I do know. I feel that they appreciated it as well. You're given a bracelet to wear for the whole trip that serves as your room key and depending on what color it is, also determines where you can (and cannot) go. 🧳A golf cart came to take me and my bags to my clean room which was a nice sized double with a balcony that had a macrame boho swinging chair. The bathroom included a jet tub and standard hotel toiletries including a natural mosquito lotion. 🌴 I felt like I was on the outskirts of a what probably was a jungle prior to a very large resort being put there. The grounds were well maintained by a lot of hard-working people. There's a lot of beautiful landscaping and tropical plant life. 🐾🐾I'm not used to being an environment with so much wildlife freely walking around. I feel the same way about North Carolina. This resort's grounds are kinda like that, but on 'steroids'. My being more of a city person was a bit problematic here, as there were lots of creatures. The most annoying of them were called, Coatis. (see picture) They like to hang around the beach and the pool area, consistently scavenging for food. At first sight, the coatis were somewhat fascinating. They look like a cross between a raccoon and an anteater. They mostly avoid people, but I still felt creeped out by them because there were so many around the pools and the beach areas. 🦎🐍🐸🐒🦫🦚🦩🦋 I saw other creatures: capybara, gophers, iguana, smaller lizards, peacocks, various bird species, a rat, a monkey with it's baby holding on to it and large butterflies that actually seemed a bit friendly in wanting to fly, follow and land on you. 🐒🍌One of the staff members gave the monkey a banana, but they encourage you not to feed the Coatis and for good reason! Coatis will go in the garbage cans and give you a mild coronary when you go to dispose of something and one just jumps out. I'm sure that much is humanely dissuade these creatures, they are a nuisance because of their large numbers. 🪰 I was bitten on my hand several times by something that I never saw. The bites appeared to be more like flea bites. Considering the amount of mammals in the area, there's no surprise there. 🍽️ The buffet meals were decent. The coffee could be reassessed. At times, I questioned the filtered drinking water. I avoided salads and ice opting for boiled water beverages. Bottled water that was available cost $10. I believe it was a 16 oz bottle or maybe slightly larger. 🍴The resort covers several genres of cuisine, including Asian, Mexican, Italian, and others. I had encountered plantains, black beans, sushi, deli foods and cheeses, great breakfast foods with an omelette chef and a selection of desserts. There were also some feature cuisine restaurants that you could make advanced reservations for. 🫂😎🏌🏾🎾👰🏾🥂This resort is great for families/couples. There are golf courses. There is a water slide park. People get married here as well. There are a scheduled activities for yoga very early in the mornings. I did not get a chance to do everything as I was only there for 3 days and I was there mainly for work. The location for various events seemed a far walk. So, I used the available golf carts as frequent transportation to most of the places that I had to be. They function 24 hours a day and you can either call one specifically or just wait in the designated area for pickup They do come around eventually within 5-15 minutes. ⚕️If you feel that you're coming down with something, please note that I paid $57 to take a covid test. Fortunately, it came back negative. Even though I surrendered to the request for my insurance, it did not seem to factor into reducing the cost. So, aside from comfy and safe walking shoes, sunscreen, and perhaps some small medical kit with basic ibuprofen/tylenol and insect repellent, you might want to also bring your own covid test kit, so as not to make others ill and to avoid some unexpected expenses. 💲 On that note, one would think that something like a test for a contagious health issue would just be free of charge to protect all of the other visitors/staff at the resort, but in this case, capitalism prevailed. 🚬This is not encouragement, but for those of you who smoke, there are designated areas where you can smoke,🚭 but they do NOT include your room nor your balcony. ($250 penalty) You will probably find yourself smoking less for this reason and that's a good thing. I also encourage use of the ashtrays that are provided in those areas. In closing, if you enjoy this kind of tropical environment with the abundance of nature/creatures, friendly and helpful staff, decent food, and opportunities for exercise, meditation and relaxation, then this is overall, a very good place for you!
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Nov 09, 2024
Great family holiday
We had the BEST time. We did get sick (well I did and my daughter, son subsequently sick when we got home). Tests showed no signs of anything bacterial so perhaps just a sickness bug, all fine now. Hotel was wonderful in literally every aspect.
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Nov 09, 2024
Happy Family of Six
We just got home from 5 days/nights. Stayed at the Maya in a Junior Family Suite with our 4 kids, aged 8, 10, (girls) 11, and 14, (boys). Food Options/Availability: When we first arrived we were a bit disappointed that there were not more restaurants with reservations, and due to the size of our family, we couldn’t get formal meals because they were already fully booked. We did wind up getting a 9pm spot at one of the hibachi restaurants on our last night. The food at the hibachi was okay, but the experience took nearly two hours, so it wasn’t exactly worth it at that point. All that said, the buffet at Lindo had pretty great food, so it wasn’t really a loss for us. Normally, I would have been very disappointed by this fact, as I’m a pretty snobby traveler, but it turned out fine for us all. (Additionally, we cannot eat pork or shellfish of any kind, so having enough food options to satisfy a family of six with picky girls really is saying something positive.) Kid Options: I had little intention to utilize the Star Kids Camp that’s offered for all ages (separated by age groups), but this was the only place our girls wanted to be because that’s where other girls their age were spending their time. I wound up coming home with names and phone numbers to a handful of girls’ moms from around America because our girls made great friendships. This club does laser tag, baking, swimming, movies, dances/nightly performances, and takes the kids around to various buffets for lunch and dinner. Our boys on the other hand had a little more difficulty meeting kids their ages. Our 11 year old was technically lumped in with our younger girls and there were zero boys his age at the club (and seemingly anywhere on the resort) so he either hung out with my husband and I or went around with his older brother. I will disclose that if we were to have checked him in at camp, they would not have allowed him (the 11 year old) to go with the teens, so we just didn’t check him in. We let him go with our teen who was allowed to check himself in and out, and they had no problem with the 11 y/o being there at the teen things; they just weren’t liable for him, and that was fine with us since our boys are very responsible. Our 14 year old had a good time with the guides, Scott, Nathanial, and Omar. He said there was also a girl that took over one day, and that she was also really great, but her name was a little complicated (his words), and he can’t remember it, but he wanted them all to receive good props. The guides took what few teens were there around to shoot pool, play volleyball, do archery, and swimming. Being at/with the club was also the boys’ preference, even though outside of the guides there were max two other teens there. Again, I really didn’t see many teenagers at the resort at all, so I’m glad there was a lot for the boys to enjoy. Spa: My husband and I enjoyed two separate visits to the spa for massages. While there, you can enjoy their hydrotherapy options, and I love all of that as well. They have hot tubs (100* F - not hot enough for me), swimming pool, cold pool, sauna, steam room, and probably more that I didn’t see. We enjoyed some great massages. Staff (all at Maya as that’s where we were booked): We obviously didn’t spend an abundance of time with the staff, but our absolute favorites were Nathali, who did our presentation/tour; Joe, in member services; Christian, concierge; Sergio, concierge; Big Mac and Paco at the lobby cart desk; Manny and Carlos in the Prestige Lounge, Estralia, Martha, and Jamie at the Star Camp; and the Teem Camp staff mentioned above. Again, with a family of six, going in different directions, there’s a lot of people who deserve credit for going above and beyond for us. Member Services: We didn’t come in members, but we left as such, and we don’t regret it. There are good and bad reviews on that situation, but as I said; my husband and I can be snobby travelers because we’ve enjoyed phenomenal service at other resorts, but we became members here because the staff really treated us like they wanted to get to know our family.
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Oct 27, 2024
Loved our experience, except for one incident.
My husband and I stayed here with a huge group of my family. We were there to celebrate my Grandfather's 80th birthday! Overall we had an absolute BLAST. The beds were so comfortable; there was plenty of space for clothes; we loved the shower (didn't use the bathtub); and the food was DELICIOUS! We took part in the foam party, watched my cousin & her husband compete in the floating obstacle course & went to the St Patrick's Day Beach Bash. The only negative I have, is on our last day, one of my other cousins was walking with his daughter and he slipped by the pool. The staff were not very helpful & they didn't have a medic/emt on staff, so he had to depend on a security member to clean him up. He definitely should have had at least butterfly closures. Even with that happening, I would stay here again.
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