Ocean Maya Royale - All Inclusive

Customer ratings & reviews

TripAdvisor Traveler Rating

11675 reviews

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  ❤️❤️❤️❤️

  Oswyn, Susi, viktor, Moses and Dali showed us the absolute best time at the resort. Never a dull moment. Made the trip very memorable❤️❤️❤️ will definitely be back here!!!!!!!!!!!!!! 😍 resort overall had great music and vibes. Highly recommend

  May 10, 2025
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  Great experience team

  Oswyn and susi helped us a fantastic time. We had a great time making cocktails and gave us a fun time keeping is engaged! We highly recommend them and will look forward to coming back. Truly made this the best ocean experience. Thanks!!!!!!!

  May 10, 2025
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  Not a 5* Resort

  Review of 5-Star Hotel Stay – Privilege Package As a UK resident, this review reflects solely my personal experience during a recent stay at a hotel marketed as a 5-star resort. We booked the "Privilege" package expecting a premium experience. Unfortunately, from the outset, it fell short of expectations. Upon arrival, there was no privilege welcome — no refreshing drink or cold towel, which are standard for a 5-star experience, especially for guests who have paid for an upgraded package. Instead, we were escorted to the side, away from the main check-in area, in a manner that felt dismissive rather than exclusive. The rooms were tired and clearly in need of refurbishment. There was little to distinguish the Privilege rooms from standard accommodations. Overall, the hotel grounds appeared worn and neglected, lacking the polish one would expect at this level. Cleaning staff were friendly and diligent, though I was dismayed to witness one cleaner dipping her mop bucket into the swimming pool to clean the restaurant floor each morning — a practice that raises serious hygiene concerns. The Privilege accommodations are located in a large, three-story block, lacking the charm of the smaller, more picturesque two-story buildings found throughout the property. Additionally, the so-called "quiet pool" is situated next to the main entertainment pool, making it far from peaceful. The entertainment provided was typical of package holidays — nothing outstanding. A personal butler is assigned upon arrival, which is a nice touch. Ours, Allien, was exceptional and arguably the only aspect of our stay that felt truly 5-star. Communication via WhatsApp or in person was easy and efficient, and Allien was consistently helpful and professional. The restaurants were average. The evening meals lacked distinction from the daytime offerings, and overall, the food was uninspiring. In summary, after a 9.5-hour flight and paying a premium price, the experience was a significant letdown, so much so that we have decided against booking any further package holidays with TUI. Additional Concern: Upon check-in, we were taken aside and informed about the mandatory hotel tax, which we were already aware of. We were told the card machine wasn’t working and that we’d need to pay $52 USD in cash, and were repeatedly directed to the on-site ATM. We insisted on paying by card, which was clearly met with disapproval. The next day, we spoke with another employee and were charged only $18 USD via card. While it’s our word against his, it appeared the first staff member may have been attempting to pocket the difference. We are happy to provide his name if the hotel wishes to investigate. As a side note, we brought $500 USD solely for tipping.

  May 09, 2025
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  Good resort, need to hire friendly people for the front desk

  Overall it is a nice resort. Rooms are comfortable, most staff are pleasant and food is ok! We did have a negative experience when upon check in we were informed that we were upgraded to a Privileged room because they were 100% booked and the room we booked was not available. Upon getting into the room we realized that instead of a king bed we had two full beds (and room was nothing special)! We went back to the lobby where very unfriendly person told us that they had NO king bed rooms available. We arrived on Saturday and by Tuesday they did transfer us to the king bed room, but they were very unpleasant and hard to deal with (Usiel and Arturo at the front desk were terrible) They should replace them with the friendly ladies that work around the property. Other than that it is a nice resort. The crowd is more mature and quiet than at Cancun Riu hotel that we stayed before. Hard to get a pool chair because everyone reserves them even if they are not there. Beach is ok, they did a good job getting sea weed off the beach. There's a very beautiful lagoon less than a mile walk on the beach to the left (if you are facing the ocean), clear water, fish swim by your feet.

  May 07, 2025
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  Great vacation

  We just returned from a stay at this resort and overall had a really good experience. The customer service stood out right from the start. We had an issue with our room on the first night, and the staff handled it quickly and professionally. Everyone we dealt with was kind and helpful, which really made a difference. The pool area is beautiful and well maintained, and we enjoyed the entertainment throughout the day and evening. It was always fun. The restaurants were decent, and what really impressed my husband, who is a former executive chef, was seeing the buffet chef regularly checking food temperatures. That kind of attention to food safety is rare and definitely appreciated. As for the areas where the resort could improve, vegan dining options were very limited. Despite my best efforts to explain what I could and couldn’t eat, many staff members didn’t seem familiar with the concept of veganism. This made meals a bit of a challenge for me. It’s listed as a five star resort, but I would personally rate it more as a four star. That said, for the price, it still offers great value. Getting into Playa del Carmen is expensive by taxi, so bring plenty of cash if you plan to explore off-resort. There is an ATM on site, but it comes with high fees and a steep exchange rate, so I’d recommend preparing in advance. A tip for future travelers: book the Privilege room if it’s in your budget. The honeymoon suite was especially nice. It comes with added comforts and perks that really elevated the experience.

  May 07, 2025