TripAdvisor Traveler Rating

Bravo to Alejandro Preciado and Juan Montalva for their excellent customer service for our group. Alejandro was very nice to guide and recommend the best dishes they have at Caribe Restaurant. Juan was quick to assist and clear our table. Kudos to the chef too for the delicious meal we had. The best seafood restaurant in Barcelo resort.

It’s a very good hotel! All staff tries to please and aim to serve! My experience I was very positive, especially in a restaurant, Hacienda, where waiter Alexis Pech made my stay, especially pleasant. He is attentive, alert, prompt, paying attention to detail. With the people like that working in a hotel, do you wanna go back. SN.

BEST TRIP EVER Our August 2023 trip to the Barcelo Maya Palace has been our best vacation trip ever. Relaxing, charming, fulfilling! For the first time, we opted to go down South in the summer, instead of our neighborhood Laurentians, and thanks to the wonderful people at the Barcelo Maya, our 13-year-old son and ourselves had an unforgettable time! Great food, great entertainment! And great service!!! The top management (including the resourceful Claudia and Iris) train their people so well, at the restaurants (Gabriel, Nadia, Uberl, Mario, Francisco, Antonio, Kaylee, Miguel, Angel…), like the magnificent professional dancers and entertainers at the pool side (Arisbeth, Carolos, Esteban, David, Aitziry, Daniela, Kathy, Samantha…), without forgetting our longtime dear friends Sarah (at the Kids Club) and Lupita (at the Colonial). It’s been our 11th time at the Barcelo Maya and we can’t wait to go back next year. Joanne Holland and Jean-Pierre Martel Hudson, QC, Canada

Worst experience ever. Horrible customer service, the resort is too big to notice regular people. Our room got cleaned 2 times in 7 days, guest services didn’t know how to talk people. Worst Rodizio restaurant ever, the waiter gave us pork despite our request that we don’t pork. Then she continuously try to argue that it was veal. We just left the place. We usually go to Cancun once a year but never had such a horrible experience with customer service. It’s a large aesthetically pleasing resort, but that’s all to it. I would stay a way!

The resort is big. I was disappointed on the room booking and the misleading of it. We booked a Junior Suite Ocean Front Premium Level which was more expensive per night than the Junior Suite Pool view Premium level. We also requested 2 beds. Upon arrival, we were given the pool view and with one queen bed. We asked the check in desk about the wrong room and beds. They said all rooms have pool views. We told them but we paid extra money for a ocean view and with two beds. They told us maybe during our trip they can see if they have a room with two beds and couldn't guarantee an ocean view. They refused to return our additional funds per night on the wrong room. We were disappointed with their service and basically stealing from customers who paid extra. Their rooms are misleading and be careful booking at this resort. Also, during the stay, their was a few employee staff members who were rude. The members from Hola Weddings attempted to resolve this issue however the hotel manager refused to refund us the additional cost charged for the wrong room.