Ocean Maya Royale - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

11767 reviews

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  Never will we return after 12th time

  Firstly, there is a huge shout out to the nicest people in the world. Alfredo, Hernan, Jovanetti, Oriphila, Octavio. To be fair, there are too many to mention, but all of you are amazing, and we both appreciate you. The reason for the review and the really bad score. On our departure, we were ambushed to pay 63 dollars for soiled sheets. Let me explain about sudden fees without prior consent or discussion. I was ill for the last two days of the holiday. I mentioned it to Orophilia when she arrived to let her know of the incident. She was amazing and got it it sorted. That evening, we received a call to ask if we would like to go to the Mayan night at the Italian restaurant. We had to decline due to the situation. We were disappointed as they had never offered us to a Mayan event on any prior visit. Anyway, we went to reception to get the bus and were advised we had to pay for the sheets! I clearly picked up a bug from the hotel, as like most guests, we just stay put. We argued the fact that no discussion prior to us leaving was this discussed or mentioned. The so-called experience manager looked at my wife and said, "You are not unwell." We replied. I eat fish, and she doesn't. It was like arguing with a three year old. We paid, and I advised my total frustration during the transaction and got on the bus totally ill, and now totally deflated. I'm back home 8 days later and still unwell. Thank you for a totally unforgettable 60th. I will keep in touch with the people mentioned at the start of this communication. They were the only ones who were concerned about us, as they know us. As for the management, thank you being totally inept and if 63 dollars is worth more than another 12 years and thousands of dollars in both paying for the holiday and about £450-500 in tips to staff on each yearly visit. Congratulations, you have pissed off an ambassador to this resort. Never ever again will we step foot into your establishment. I think this story will not be the only one like this? I know of other couples who were ill at the same time. Wonder how many 63 dollars they all got charged? Very rare, I give poor feedback, especially for OMR. But this time, you crossed the line and took the piss. If I wanted to argue with someone who was rude and arrogant and spoke like a child, I would go to a primary school to do so. This individual did not think about his argument or the fact my sickness was hotel related.......quite clearly that a silent policy is greater than customer loyalty and 12 years consumer loyalty.

  Jul 06, 2025
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  Relaxing vacation

  Experience team was great! It was also nice that there was no kids. Food options were good, I do wish there were a few more restaurants. I enjoyed both pools but do wish they both had a swim up bar.Staff was extremely friendly. Overall, it was an awesome experience! Viri did an excellent job and made sure everything was taken care of!

  Jul 03, 2025
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  Fun and relaxing vacation

  Me and my boyfriend visited June 2025, we had a great time! The food and drinks were very good, staff was super friendly, especially Viridiana. There are also different parties and events held on the resort every day. I’ve had a great experience overall other than the beach being un-swimmable from the large amounts of sargassum.

  Jul 03, 2025
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  Beautiful resort! Thank you Kendell!

  We had the best time at Ocean Maya! We visited for 10 days in June. The grounds are beautifully kept, the rooms clean and the food is great. We particularly liked the Japanese and the Italian. The latter we were told is owned by Pancho the cat, who allows the staff to work there! He is clearly very loved and is adorable! Kendell was fantastic in the entertainment team. We met him at a previous resort several years ago, and when we found he was here, it was the deciding factor in us booking the resort. He was so kind and fun, and made us beautiful bracelets with our names on and a beautiful note which we will treasure! Everybody missed him when he wasn't on a shift! It saddens me to read negative reviews on the seaweed. This is a natural problem and the hotel worked exceptionally hard to clear it daily. It is a deeply unpleasant job and you could see how hard they worked. It didn't affect our holiday at all. We made wonderful friends and had the best time. The staff were brilliant and friendly. My only complaint was on checkout. The lady was very blunt and curt, and I feel if it wasn't for the fantastic experience we had up to that point, it may have made us question how welcome we would be coming back. It wasn't enough to deter us, and we plan to visit again. Thank you Ocean Maya for a wonderful holiday!

  Jul 02, 2025
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  A lot of fun

  This resort is absolutely beautiful. From the location, to the food, to the staff. Our friend group had an absolute blast dancing, participating in games by the pool, and watching the evening shows. Rooms were air conditioned, stocked with bottled water, coffee/tea, and cleaned daily. The food was good, I recommend the privilege steakhouse and the Japanese hibachi restaurant (these were our favourite). What really made this stay amazing were the INCREDIBLE staff. We especially loved Kendell and Juan - so welcoming and kind. Life of the party!

  Jun 30, 2025