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Reviewed 6 April 2018 via mobile

Staff, accommodations and facilities were excellent. The service at Coral Grill was superb and the waitress, Selene Tec was attentive and great . The food at coral grill can be improved on with more selections but what was presented was tasty and well made

Date of stay: April 2018
Trip type: Travelled with family
Thank Bossy M
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 6 April 2018

Dear Bossy M,

We were delighted to welcome you in the Riviera Maya. Thank you for your valued review and for choosing Barceló Maya Palace.

We look forward to seeing you back again in a near future, our entire staff will be more than happy to pamper you and your loved ones for a perfect experience!

Kind regards,

José Luis Serratos
Manager on Duty

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 April 2018

Our three children loved the Kid's Club! Thanks to the staff for the activities and working well with all the kids. At the theatres, the evening entertainment was skilled and excellent! We had time to relax, snorkel, do activities together and apart, dine together as a family, and have an all around refreshing vacation.

Date of stay: March 2018
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Barcelo Hotels & Resorts
Thank randalll186
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 6 April 2018

Dear

Thank you for your valued review on Barceló Maya Palace. We really appreciate your thoughtful comments and kind words.

We look forward to welcoming you and the family back soon!

Kind Regards,

José Luis Serratos
Manager on Duty

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 April 2018

The resort is absolutely beautiful. The nicest of the Barcelo complex, and right up there in grounds and amenities with other five star resorts in the area. All problems stem from difficult management and the brand itself's style of keeping things formal.

Food at the restaurants was good, and great at the French. Tepanyaki (Hibachi) was excellent as well. Buffet became repetitive each day and night. Steakhouse was also great, I did not care for the seafood. The pizza place at the Maya Mall was interesting, as was the sports bar, with a great arcade and screens showing hockey. A nice touch, but the Maya Mall in general is just too far away.

We did not go to the club, again because the bus takes too long and walking would be difficult after drinks.

Wifi was terrible, and cost too much. They should just give up the revenue, increase the rates, and make Wifi free. It went down a number of times, and we were lied to by the staff stating that the rain makes the wifi signal weak (I work in networking, rain should actually improve signal strength).

The entire resort suffers from decisions at the management level that makes things difficult. We began to call the place the "Barcel-NO" due to the numerous attitude issues that were clearly the result of poor management.

Also, there needs to be more food poolside or close by, as well as a snackbar at least in the lobby, but maybe closer to the buildings, to make late night and quick eating worth while. The current location of the snack bar makes it just another buffet.

Room tip: All rooms are essentially the same, and unless you pay more you'll be walking a lot.
Date of stay: May 2017
  • Trip type: Travelled with family
    • Sleep Quality
    • Rooms
    • Service
3  Thank Michael K
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 6 April 2018

Dear Michael K,

Thank you for providing your positive feedback after your recent stay at Barceló Maya Palace. It is overwhelming to our staff, knowing that they have being able to accomplish yet another wonderful vacation. We are overwhelm you appreciate all staff service.

Regarding all other comments, they have now sent to our Complex Manager, for his review and follow up. I can confirm to you that Barceló Hotels & Resorts, pays very much attention to all feedback from our guest, their likes and dislikes. This is the only way on how to achieve greatness in our service. I offer a sincere apology for any inconvenience occurred during your vacation.

We will be more that honor to welcome you back soon.

Kind regards,

José Luis Serratos
Manager on Duty

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 April 2018

The resort property is basically comprised of 5 resorts. The Palace is the one we stayed at both times. It seems to be quieter than the rest, especially at the adult pool. The Palace houses the restaurant that we found to be the best, Brasserie. Our second favorite restaurant was Tokyo, which is in the big, covered mall between the Caribe and Colonial. We upgraded to premium ocean front this time and found that the beds, although not great, were much better than the standard Palace room we stayed in the first time we were there 3 years ago. Food overall is average, and same with the alcohol, even though it's supposed to be "top-shelf" for premium. The resort is kept up well, it's clean, and the view is nice.

Room tip: Ocean view is of course the best view and the best location
Date of stay: March 2018
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
2  Thank ChelleAnn
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 9 April 2018

Dear ChelleAnn,

"We highly appreciate you taking the time to provide us with such candid feedback of your stay. I regret to hear that your stay did not meet your expectations.

Please rest assured that your issues have been forwarded to the corresponding departments who are already taking the necessary measures to address the problem and prevent any future occurrences.

We can, and will ensure that the company regulations and standards are being strictly followed by our staff. There is no doubt that if we find irregularities by one of our hosts, that person will immediately stop working for us to guarantee the well being of our guests and their belongings.

Thank you again for your remarks, and we hope you give us the opportunity to show you the improvements we are making on our service.

Best Regards,

José Luis Serratos
Manager on Duty

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Reviewed 5 April 2018 via mobile

There is our 10th vacation on barcelo maya palace! Love be this place! The restaurants are great! Especially Coral Grill and guys there! Selene, Cristina, Jose Hau, Delfina, Lourdes, Isabel and Ever, Esmeralda! We definitely come back next year! Beat family place!

Date of stay: April 2018
Trip type: Travelled with family
Thank Nataly G
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 6 April 2018

Dear Nataly G,

Thank you for choosing Barceló Maya Palace for your stay in paradise.

As well as for sharing your thoughts on TripAdvisor. We really appreciate your kind words, our entire staff and I would be more than happy to welcome you each and every time you come down to the beautiful Riviera Maya.

Warm regards,

José Luis Serratos
Manager on Duty.

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