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Ocean Maya Royale
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Reviews (7,148)
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3,863
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All reviewsblue moonel charropool bardolce vitajapanese restaurantentertainment staffprivilege areaprivilege beachprivilege guestsfoam partyquiet poolbeach areathomson repprivilege packagecoco bongoour favouriteactivity pool
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4,787 - 4,792 of 7,148 reviews
Reviewed 12 July 2011

Let me start by the positives:
The grounds are beautiful. Most of the staff are friendly and helpful. The Italian restaurant had pretty good food.

Negatives:
The room- the bed was very hard and made a crunching sound every time we moved around. The bed sheets did not fit on the bed and kept bunching up. I woke up with a headache and backache every morning. We had a saw a small lizard in our room that was in the blinds. When we saw it we called the front desk and I told them and asked them to have someone come and get the lizard out of our room. The lady LAUGHED at me and said they would send someone over but after an hour no one came. We realized they would not help us and we slept with the lizard in our room! We also had ants in our room. The couch in our room had a nasty brown spot on it.

The Food:
TERRIBLE- most of it was cold, greasy, undercooked, raw or half cooked! My husband and I were eating at El Charro and a huge cockroach was on him, he flicked it off and it ran into the kitchen area. At La Hacienda, I ordered Salmon. IT WAS RAW and slimy in the middle. When I told the waitress, she said that that is the way that they cook it. I told her I would not eat raw fish! The last day that we were there the food was the worst and I only ate a few things off my plate. When the waitress came, she turned her back to me and said, "You didnt finish". I was in shock she talked to me like I was 5! The food was terrible. I lived on cheese, bread and dessert the last two days.

Drunk People:
For some reason there were a lot of people from England. A lot of 20 something’s. Most of the time they were drunk, loud and obnoxious. We met a nice British couple who actually said they are ashamed of the way their fellow country men and women are acting.

Breasts and more Breasts:
Lots of women sunbathe and swim topless. I got so sick of seeing women's boobs. This is NOT the place to go to if you or your spouse has pornography issues or has a wondering eye!

We will NOT go back to the Ocean Maya Royale! 5 stars? NO WAY, more like 2.5 stars! I suggest you stay somewhere else!

  • Stayed: July 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
4  Thank bbaaher
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OcMaya, Manager at Ocean Maya Royale, responded to this reviewResponded 6 August 2011

Dear guest,

Thank you for writing your comments on tripadvisor. We are really disapointed to read that you had such a bad experience with us, but I can ensure you that our quality service had not been reflected on your case. Regarding the lizard, I would like to quindly remind you that we live surounded by nature, so some insects can sometimes appear, I do apologizy if you felt that the treatment from the front desk were not appropriate. Pleople drinking in an all inclusive, is something normal, but we have security at the Hotel to avoid any bad behavior.

Kind regards,

Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10.es

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 July 2011

The Ocean Maya Royale hotel on the Riviera Maya in Mexico is situated 45 minutes south of Cancun and 10 minutes north of Playa del Carmen. We booked this hotel through Expedia and booked our flights separately with Thomson Airways from London Gatwick to cancun, the flight time was approximately 10 hours.

The hotel itself is situated just off of the main highway from Cancun to Tulum. We took a limo from the airport as we were celebrating our honeymoon, for this we used Lomas Travel (you can read my separate review).

The hotel itself is owned by H10 who have a selection of hotels worldwide, there is another just north of the Ocean Maya.

Once you have made your way from the highway to the hotel you will be welcomed by a large modern hobby containing several shops, a bar, lounge area, excursion desk and coffee bar. There is a general shop selling cigarettes, drinks, sun cream etc all at your usual over inflated prices. There is also a craft shop, jewellery shop and leather shop. A free shuttle bus runs everyday to Playa del Carmen but you need to book the day before. It leaves around 1pm and comes back at 5pm.Above the lobby is the spa which has various treatments, watch out for the daily specials. There is also a hot and cold Jacuzzi situated outside-something I am sure not too many guests find. To get to this you need to go through the spa centre. On the first floor with the Spa is the gym.

As you move out through the lobby you find an outside seating area. In this area there is now the Italian, Japanese and buffet restaurants (the Italian which was down on the beach burned down on the first night we stayed at the hotel). In the evening they also have some evening shows and a disco but they are not the best I have seen.

The rooms at the Ocean Maya are of a good quality, as you would expect for a recently refurbished hotel boasting 5 stars. We booked a honeymoon suite which included the privilege upgrade (you can also pay extra for the privilege upgrade when you check in. This allows you to book In ai the a la carte restaurants, premium drinks and an exclusive area on the beach and in the buffet restaurant.

When we arrived we were told that these had been over booked and that they were upgrading us to a Romance suite. The difference between these rooms was that the Jacuzzi should have been outside on the balcony but in the Romance suite it is inside, there is also a lounge area in your room which is great for chilling out in. The draw back is that the balcony is very small, it only has enough room for a small table and chairs. This didn’t bother us too much as we liked the room to escape from the heat and there were quite a few mosquito’s about.

Down by the beach there is a very limited beach area, if you are looking for an amazing beach this hotel does not have it. What it does have is hammocks, 2 swimming pools (one of which has a swim up bar ), water sports, the exclusive area for the privilege guest with Balinese beds and luxury cushions. The Mexican restaurant is also located here and is open for snacks at lunch.

The food at the Ocean Maya Royale on the whole was good. We stayed for 2 weeks and we were just starting to get bored with the selection. The quality of the a la carte restaurants was good and the buffet restaurant is one of the better ones I have been too. There are international foods available during lunchtime and the evening at the buffet restaurant near the lobby. El Charro at the beach does burgers and nachos at lunch time and Mexican in the evening. Another thing you can also order pizza from the bar in the lobby late at night.

On the whole I would definitely recommend this hotel to people, we had a few problems with the room and issues with room service but apart from those minor set backs we had a very enjoyable stay at the Ocean Maya Royale. I don’t think that you will be disappointed if you visit this hotel.

The shuttle bus to Playa del Carmen is good, there is plenty of shops selling the normal tourist things and plenty of bars and restaurants. Expect to pay around 100 pesos for 4 beers.

Regarding trips and prices for things I wanted to finish off with some information about that. There are plenty of trips available at the hotel and as you have probably guessed they are somewhat more expensive then outside of the hotel but be warned. We took the shuttle bus down to Playa del Carmen and booked some trips down there, we used 2 separate companies. The first was OK but we had a guide who didn’t speak much English and they switched the new bus halfway through the trip for a bus that misfired and the second was a disaster. After paying a deposit that day they collected us from the hotel, we paid the balance but then we were told that the trip had been cancelled, we were left on the curb side. We went to the shop and asked for a refund but they did not have enough money to give us it back because the man with the money had gone on another trip, we are only talking $120 not much. After arguing for 45 minutes we negotiated a private tour so not all was lost.

You can catch the local bus to Tulum, Coba and Cancun and it costs around $5. Entrance to Tulum and Coba is around $5 so if you feel brave you can save yourself a lot of money. We only found that out after we had already been.

A taxi to Cancun is about 900 pesos, on the way back haggle and you can get it for around 700 pesos or take the bus from the end of the road.

Hope this helps!

Room Tip: All Honeymoon Suites have a sea view
  • Stayed: June 2011, travelled as a couple
    • Value
    • Sleep Quality
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17  Thank pikesteve
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 July 2011

When we arrived to a champagne reception we went to our room which exceeded our expectations when we got to the room we had a bottle of champagne and cakes for an anniversary. We really enjoyed the italian (the beef main course is fantastic) and Japanese (jackie chan from cancun was fantistic on the tapanyaki grill) but the buffet restaurant was good too they cook the meat or fish for you fresh but if you want there is pizza, chips, beef burgers, and other dishes plus salad daily we really didnt have a bad meal over the two weeks we were there (don't know how people can complain because we always found lovely food to eat) Staff were fantastic working from early morning till late and still smiling especially the waitresses serving in the cocktail lounge!! we enjoyed the activities and entertainment on a night from the entertainment staff although as being the start of the season some shows were repeated. We went to swim with the dolphins on my birthday and when we returned to the hotel we had a cocktail in the lounge and when we returned to our room there was a cake and champagne with the compliments of the hotel. Anything in the mini bar is free for Thompson/First Choice customers. We had a few days bad weather but overall the holiday was fantastic. If we go back to Mexico we would go to this hotel again.

Room Tip: I think all rooms are value for money none are reallyy noisey
  • Stayed: June 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
6  Thank Richard250611
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 July 2011

On Arrival we were met with a very efficient check in and complimentry glass of bubbly which was most welcome after the very long journey. We were not told about Premium at check in and we were glad that there was no pressure on us to upgrade. Whilst there we did not feel that we'd missed anything special by not upgrading. We were assigned room 3301 which had a partial sea view and was conveiently close to the beach and pool area. This room was quite some distance from the reception but the bell boy took care of our cases and they arrived at the room in minutes.

Room - The Room had a modern feel to it with flat screen TV, mini bar, coffee machine / kettle, air con, toiletries, sofa, armchair and table and a relatively high standard fittings. Not knowing what to expect I was please with the shower and the water pressure. The linen was replaced when asked as well as the ground coffee and drinks for the minibar. We did have one day where the water was not replenished but a quick call to reception resolved the issue very quickly. We found the bed to be firm and comfortable and huge in size. However, there was no bath or free wi fi in the room but that didn't bother us.

Food - Overall I would mark the food 3.5 out of 5. The Japanese restaurant was very very good and we found no troubles arriving on the evening and getting a table. The food and service in the Japanese restaurant was to a very high standard. The Italian Restaurant I found to be a bit bland and lacking in the italian herby flavours that you would normally expect to find. I wondered if it had lost it's sparkle after the fire? The Mexican Restaurant was lovely and the waiters were very attentive and free flowing with the banana margaritas which you must try. The food was of a good standard and you must have the Mayan coffee which is made at your table. Lastly the Hacienda buffet. We usually found something eat (my girlfriend is a vegetarian) but I found that the labelling of the food could be better. There were lots of meat in sauce dishes but they would just usually be labelled Beef or Pork rather than Pork in a tomato sauce etc. a small problem they could eailsy overcome. There was always a chef at the grill station and towards the end of the week I started to get a bit creative by chosing some mixed veg from the buffet which he cooked for me so I had a char grilled / stir fry veg with my main. I also at breakfast used this strategy to have my tomatoes cooked with my toast! A problem with breakfast was that the milk for your serials was usually warm or empty and when you eventually got the milk topped up it was warm so not very nice for your cerials (probably a British thing!) However these negatives were only very small issues and overall we found the food to be good.

Pool / Beach - I think most of you will know about the sea weed problems and we knew before we booked. The beach area was compact but there was always a sun lounger that you could find and there were also some hammocks that rarely got used but were very comfortable. When in the complex we mostly spent our time at the pool. They have a quiet and an active pool and we found the quiet pool very relaxing. People did 'reserve' their sun loungers very early in the morning so watch out. Depending on the waiter, you usually got drinks brought to you and topped up approx every hour. You MUST have the mojito it is just heaven! I will just say that the sun loungers have seen better days and they were really below standard e.g the support wasn't in the elastic and the plastic slats that lock the reclining position into place were missing on some too. The quiet pool should have been exclusively relaxed but we found the entertainment staff playing water volly ball extremely disruptive as many people were getting stressed worrying if the ball was going to hit them or they kept having to go and fetch the ball every 5 mins. Management - Please keep this type of activity to the other pool.

Night times - We stayed for 11 nights and found it to be a bit limiting. The Movie night and Mexican night was ok. The bar staff were exceptional and the waitresses were always fantastic right through the night with smiles on their faces. The drinks were always spot on and we had a chance to try many many cocktails with it being all inclusive.

Mike's Coffee shop - Great coffee, you must swing by and see Victor who serves fantastic coffee.

There is a bus to Playa de Carmen (free) that leaves at midday and returns at 5pm. The beach there is lovely and there are a few lively bars and shops. You need to book this the day before.

We did the Thomson Chichen Itza tour and were treated like VIP's all the way. The Cenote swim before we got to Chichen Itza was suprisingly refreshing and welcome. We also did Tulum - Xel-Ha which was good especially for photos at Tulum and the beach there.
Xel-Ha was a little over hyped in my opinion and many of the attractions there that you might want to do were at an extra charge. Having said that the Lazy River and snorkelling were ok. The food and drink at Xel-Ha was of a suprisingly good standard.

Overall to conclude, we had a wonderful holiday in Mexico and felt very welcome the moment we arrived at the airport. The people seemed happy that you were visiting their country and they were proud of what it had to offer. The Ocean Maya extended that feeling all throughout our holiday and all the staff we had dealings with had the attitude that nothing was too much trouble and they always had genuine smiles on their faces.

I would be happy to recommend this hotel to my friends.

  • Stayed: June 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
7  Thank Condroni
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 9 July 2011

The best family vacation we have had so far. We played a lot of beach volleyball as a family and many others activities with Polo, Ricardo, Fernanda, Omar and the rest of the best Entertainment team we have encountered in Riveria Maya. Thank you also to Eber, Javier and Ivonne for great service and ALWAYS with a smile.

We met some great people from all over the world. England, Spain, Ecuador, and nearby Chicago and Wisconsin. Great world experience for our kids and for us as well.

Finally a special shout out to Polo,Eber, Fernanda and Ricardo. You all will be in my heart forever. I wanted to take you all home with us.

Thank you to all mentioned above and to all the great friends we made for some wonderful memories.

Lisa Syfert
Bettendorf,Iowa

  • Stayed: July 2011, travelled with family
    • Value
    • Sleep Quality
    • Cleanliness
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3  Thank LSyfert
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
OcMaya, Manager at Ocean Maya Royale, responded to this reviewResponded 10 July 2011

Dear guest,

Thank you for sharing your experience with us on tripadvisor. We are very pleased to know that our staff of bars and entertainment made you an your family have such a great time in Mexico. I will be leting them know how important they have been for you!.

We hope to see you and your family back here very soon!

Kind regards,

Maria Lopez
Subdirectora
Ocean Maya Royale
subdireccion.hhm@h10.es

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