Barcelo Maya Palace - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

17999 reviews

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  Another great trip to Barcelo.

  We usually stay at the adults only on the opposite side of this resort but it was full when we could book our trip so we stayed at the Palace this year. I would definitely stay at the palace again!

  Feb 20, 2025
• 

  2nd visit to the palace was a good one

  This is our second visit to the palace after our first which was in 2022. A family trip consisting of 8 adults, 2 kids, 1 baby. Agreed varies from 30-75 years old for the adults. I would like to point out that when evaluating your experience please keep in mind that this is a mega resort. I expect different things from resorts based on their size namely, I expect more tailored and personalized experience from small resorts and don’t expect to get that from the Barcelo therefore I am never disappointed. While service is attentive, it is not comparable to resorts like the Dreams brand or similar. But on the flip side, I expect a much larger variety of activities, experiences, variety etc and Barcelo definitely delivers. My experience was consistent with my first visit, a good experience overall. The food at the palace is much better quality and taste than the other 4 resorts so focus on dining here mostly, same goes for drinks (cocktails). One tip, when ordering a drink specify which brand of alcohol you want ex, say Patron not tequila or Bacardi not rum to get what you want, the staff will happily provide you with it. I wanted to shout out Marlon Perez (supervisor at front desk) or flight got delayed by 13 hours and he provided us with a very late checkout for one of our rooms at no cost which was very helpful and showed us to continue enjoying our day at the resort. Marlon went above and beyond and showed genuine care and compassion. Also, Darwin at Coral grill was excellent. Great service and sense of humour, he was pleasant and made our experience more enjoyable. I do recommend better coordination and communication from front desk staff in general. One common complaint you read is about long check in times. It is true, but sometimes it is compounded by large groups arriving at the same time. My observation for management, is to train staff to engage the guests in line and keep them informed on the expected wait, any reasons behind it and what can be done in the meantime to alleviate the congestion. Ex, there was a line up of 20 people or so, and the operation had come to a standstill due to the Internet being down. Not a single staff member announced it to the guests who are waiting to check in but instead kept their heads down while waiting for the Internet to come back. I was at the front of the line and overheard the Internet issue so I communicated it to the guests which seemed to alleviate their frustration to a degree.

  Feb 19, 2025
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  Genuine customer service!

  You really feel on vacation when the hotel staff provide great customer service & genuine attention to meet your level of comfort!! All staff were consistently hospitable, kind, & attentive. I would walk with my soup to my table & staff would recognize I was going to need a soup spoon & as I would sit, there it was! I had a minor upset stomach one afternoon & the natural lime juice Carlos from Coral Grill served me hit the spot! Carlos was genuinely kind! Angelica Acosta treated us with first class service at the adult pool (w/cabanas) & the following day while we were at the big pool w/the bar. Manuel gave us great bar service at the Coco bar. We could name so many & we just want everyone to know at the hotel you all treated us with such kindness & with a smile! The workouts were fun & the housekeeping service was excellent! It was my birthday while I was here & I received an unexpected chocolate personal size cake delivered to our room with a bottle of sparkling! The dinners at the buffet & cuisine at the restaurants were first class! The house wine could improve but there were so many other choices of cocktail drinks. We look forward to returning & relaxing like a vacation should be.

  Feb 18, 2025
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  Great place but not enough pool/beach chairs

  I would return if they rectify the lack of loungers. Everything else was great, a la carts were fantastic, for food and service. They were very accommodating with the meals. The room was spacious, had great housekeeping service, The grounds are clean, the beach was close to the pool and bars. The pools are huge and it's nice to be able to take in the other resorts if you like to. We are pool people and we saw reserved chairs with items on, only for them to show up at 330pm to pick up their stuff. There was not enough chairs to start with, so that is my biggest pet peeve. The only other complaint I have is the check in is painfully slow. and they were not friendly at all. So I say service is excellent except for the front desk.

  Feb 18, 2025
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  Great Water Infrastructure | Just average for Food and Services

  Had a good stay overall being 10 people with family and friends. The resort and rooms are clean and well maintained. The beach is beautiful and outside activities are great. Not as impressed with the service and food quality comparing to other resorts we have stayed at in the Riviera Maya. Nighttime animation is surprisingly mediocre. Check-in process is like pre-internet era and doesn't give a first good impression. The value seems to be fair for the price though I will spend the extra $ on a different resort next time. Probably a good choice for low / average budget.

  Feb 17, 2025