Barcelo Maya Palace - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

18632 reviews

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  Extremely Disappointing Stay – Major Service Failures & Unacceptable Treatment

  We were genuinely excited about our stay at the Barceló Maya Palace (near Cancun), having booked months in advance. Unfortunately, the experience fell far below expectations. Check-in took 90 minutes, with staff showing little urgency or care, and an overwhelming amount of paperwork. Check-out took another 40 minutes, again with unnecessary documentation and slow processes. The facility cleanliness was good, and the property is visually appealing. However, the food was the same every day, with very little variety or rotation. If you are traveling with a large family (10+ members), expect problems. They don’t accommodate groups larger than eight at a table, so families of ten or more are forced to sit separately. No effort was made to seat us together at any meal even if booked in advance. Guest services were extremely slow. Making just two dinner reservations took 3.5 hours because only two staff members were assisting a large line of guests. This level of inefficiency is not what you expect at an all-inclusive resort. Transportation was also an issue. We were charged twice for rides that were never provided, and the bell staff seemed more focused on tips than service. When we reached out to the manager on duty, nothing was done. We will contest those two charges worth of $300 through the credit card company. The most upsetting part was an incident of racial discrimination. We had reserved a volleyball court for an hour, but 15 minutes in, a staff member asked us to leave to “accommodate” a Caucasian family. It was humiliating and unacceptable. Overall, while the property itself is appealing, the service failures and discriminatory behavior overshadowed everything. I cannot recommend this resort based on our experience.

  Nov 30, 2025
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  Great Place with a Major Flaw

  Our family has been coming here since 2016. We really enjoy the staff and how friendly and good they are with guests. The wait staff and the buffet and restaurants especially stand out. Beach is clean and the resort is so big, you never feel crowded. We can’t stand the resorts where everyone gets up at 5am with towels in hand to hog up the chairs. Here you really don’t have that problem. Food is diverse although similar, but I have been to worse. We enjoy the breakfast buffet the most, lots to choose from. Our biggest sore spot with this place is the Premium check in process, it takes forever per group. It happens almost every time we go here. If there is two more groups ahead of you, prepare to wait at least 20 minutes per group. After a long flight waiting 45 minutes to check-in is crazy. They usually have two people working even though there are three check in stations. First passports photocopied, then pay the eco fee, sign the forms, bracelets need to be put on, explanation of all the resort activities, and then reserve your restaurants if they even have availability. Now if your room isn’t ready yet, you have to make a trip back to activate the braclets to your room. Why can’t they streamline the process with pre check and prebook restaurants online? Other places have that option. Or get extra personnel during peak times. Not a great way to start a vacation. We hope they can fix his issue one day

  Nov 29, 2025
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  Could be a great resort with some changes

  The front desk is very slow and the check in took 15 minutes per family even though there was no one else in front of us..Snorkling mask is free for an hour but requires 20$ deposit. Who carries cash while going snorkeling? Paddling and kayaking are free but they won’t let you go out due to wind. Food in the buffet restaurants is really mediocre. There are enough options to pick from but the food is not tasty and they have the same stuff everyday. The resort grounds and the rooms are good and the room cleaning staff was great. The administration is poor and lacks user friendliness. Can be a great family resort with some changes

  Nov 29, 2025
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  Fantastic experience

  Fantastic experience. True ⭐️⭐️⭐️⭐️⭐️ resort. Everyone is smiling Very clean Very big - there is even a bus High quality Big rooms Awesome restaurants Water activities Nice shows Etc. There is not much sand and there are a lot of rocks. However, you can swim with the fish and turtles just a few meters away.

  Nov 27, 2025
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  Beautiful property

  This is an amazingly beautiful property Very professional and kind staff 10/10 We have travelled here many times. We spend our time on the beach and in the ocean , great swimming space Cannot think of any negatives Most relaxing trip location Safe.

  Nov 27, 2025