Barcelo Maya Palace - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

18705 reviews

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  Poor Customer Focus / Not Worth the Money

  This is not a resort that I would ever consider going back to - premium prices for an average-at-best resort. Poor leadership and antiquated practices (eg. cannot accommodate large groups for dinners; they promote Premium level upcharge as having late checkout, yet none available when requested, etc). The food is poor, the drinks are watered down, the kids club is poorly organized and sparsely attended. The standards for customer service are poor.

  Jan 04, 2026
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  Terrible experience

  We just spend a week with our family. I have visited several resorts in the Riviera Maya and since Barceló is recognized name so I thought it was going to be a much better experience. Food was terrible, everyday is the same menu so if it is not finished, they save it for the next day so it gets reheated. Pools are not well kept and you can see slime between the bricks. Water is too cold, so no many people are inside the water. Beer was questionable, I told that to a bartender and he taste it too he told me that the line may be dirty, so this shows me they do not keep a daily maintenance and inspections on their food, bars, equipment, etc. We assisted to their New Year show - oh my God, it iwas the worst show I ever experienced at a Resort, no to mention that we paid $350 per table for a terrible show. The live music band was also bad, it supposed to be a Latino Night and they just played 80's high school music, they tried a few songs in spanish and man, they didn't even knew the lyrics of Despasito song - come on!. The spa does not include the hydrotherapy, so we do not took a massage this trip to Cancun. They invited us to a presentation to become members and of course, we said "NO". If you are willing to walk a lot from your room to the pool, bars, restaurants, and the beach plus willing to eat the same reheated food everyday, then go for it. At least in my opinion and experience, there are plenty and better Resorts at the Riviera Maya at equal or cheaper prices. First and last visit for us.

  Jan 04, 2026
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  The Excellent and Poor

  We went for family Christmas with our almost adult boys Excellent 5* Check in - Yes it was great and (Lorena the desk manager) was so accommodating and helpful with our Celiac etc requests- She saved the trip - If I had to run around on vacation doing what she completed for us our trip would have a hugely different perspective The ala cart restaurants the first 4 nights (Palace *3 + Spanish-wow) and Christmas night in the French - outstanding service and options for our 2 celiac young men. I wish I could name the staff but they were all great The Grill lunch manager - always there to assist and preorder the boys food prepared according to celiac diet day prior so we do not have to wait an hour for food Loved the Gym (family did) Bartenders! A lot of activates for the younger 'men' in group Great location Snorkeled with turtles right off shore There is some amazing friendly staff here Late flight- late check out Bad I understand it is busy season but we also pay top dollar to come Restaurant reservations - we were premium and it was still a game to go down and book one at a time - one person taking reservations was rude and said nothing was available- (530 or 930) - the person the next day was super helpful with the remaining bookings Italian and Christmas eve @ carib dinners - limited options for celiac- Christmas eve we were told was a set menu and they couldt accommodate any simple potatoes as there was little to offer, yet 10 minutes later a table of young kids get a massive tray of french fries- we have been to mexico many times and this was the first time we had issues with that simple request Beach/pool chairs - I hate that game - we had a ground floor room with broken chairs so I grabbed an empty one by the pool and in the morning someone took it Watersports desk - waited 30 min to get to front only to have no reservations for hobby cats available - go next day at 830 and wait for staff to walk out clean desk, then inform everyone it was closed for the day One morning my wife and son threw up - We are thinking it was the preordered lunch sushi but its hard to know - we missed out on an expensive tour that day $$$$

  Jan 04, 2026
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  Amazing Stay at Barcelo

  We had the best time staying at the Palace at Barcelo! Everything in regards to our stay met our expectations! Our one and only complaint the entire time was with the tourists feeding the wildlife (birds, turtles and fish). It was ongoing during our stay and is harmful to the animals- so selfish of the people doing it! Would love to see more awareness brought to this at the resort. Other than that, we loved our stay! Clean amenities everywhere, buffet was a buffet- not amazing, but no reason to go hungry- A la cartes were so great, service everywhere was friendly. Would highly recommend this resort!

  Jan 03, 2026
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  Horrible resort

  We have stayed at Barcelo palace from Dec 28-Jan 2. We have paid $5500 for 3 adults one child for 5 nights. The service was horrible, the staff in kids club was very rude, obnoxious and not trained enough to accommodate kids at all. The premium level is a joke you do not really get anything special. The restaurants are hard to get into you cannot make any reservations till 9:30 pm which is a joke. The only good thing that we liked that they put some effort for new year buffet. The pools are cold and no hot tub anywhere. The beach and pool chairs are always taken by people who just leave towels there and no one comes to pick them up because this is so rude to save the spots that belong to everyone. Kids shows are very bad not even basic entertainment was provided. Take your money somewhere else. The value of this resort is barely 3 stars not 5 stars. You have to pay extra for activities. The rooms are all outdated .

  Jan 01, 2026