TripAdvisor Traveler Rating

worst customer service ever , i lost an item at that hotel and got no help what so ever , they even had attitudes when trying to help me. I texted them 2 days later to ask for the report and got no answer what so ever. There is cameras all over the hotel they could’ve and should’ve looked on who was the person who stole my item. never going back

The Meliá Casa Maya was by far the worst resort I have ever stayed at. I genuinely cannot find anything positive to say about this property, and I found the company’s descriptions and promotional photos to be extremely misleading. The staff were neither welcoming nor attentive and seemed indifferent to guest needs. When asking questions, the most common response was simply, “I don’t know,” with no effort to find an answer or assist further. The only exception was Albert on the beach and Dylan at the buffet, who were both friendly and helpful. The food was poor and wildly inconsistent. While a few items were edible, quality varied from day to day. For example, a salad might include nuts and goat cheese one day and be missing both the next. Restaurants frequently did not have items listed on their menus. Drinks tasted artificial, with no fresh juice available anywhere on the property. The soft-serve ice cream situation was particularly frustrating: for seven days we were told the machine was broken, yet we repeatedly saw other guests with soft-serve ice cream. This felt dishonest and sketchy. The ocean-view suite was a great size, with living and dining area, but lacked drawers/closet space for all our clothes (only 4 small drawers and a few hangers for 4 people). The bathroom had mold and the door to the balcony from the bedroom wasn’t sealed properly which caused a high-pitch whistle noise throughout a few nights where there was high wind. None of us were able to sleep! The mini bar that supposedly was stocked once daily was also inconsistent with how many drinks/snacks it was restocked with. The location is on a public beach with very easy access for the public, making it overcrowded. There is a decent amount of sea grass that washes up on the shore, but there is no visible effort to clean up sea grass, perhaps because the beach is public. The roped-off swimming area is extremely small and only waist-deep, and beyond it the water is filled with sea grass, making it unpleasant to enjoy. Two large old boats sit right next to the beach and are a major eyesore. There is also constant boat traffic. If you are looking for a peaceful beach experience, this is absolutely not the place. Other reasons for the poor reviews include evening entertainment was pitiful, a manager openly scolding employees in front of guests and wristbands needed to be reprogrammed multiple times during our stay, which was frustrating and inconvenient. Even if we were offered a free week at this resort, we would decline. We have stayed in other Meliá properties that were amazing, but this stay will definitely make us think twice before choosing the Meliá brand again. There is no way this resort is 4 stars.

We went there for Christmas as a family, which included 3 kids (2,4 & 8 years old). Everything about the hotel was top notch. Rooms are newly renovated, service was great and kids enjoyed the water park. The food in the buffet and specialty restaurants was excellent. The staff were friendly and helpful. A special thank you to Michel (Michael) at the beach bar. Makes great drinks and was very interesting to speak with. I’d highly recommend Melia if you are travelling as a family. It may be a little too quiet for younger couples.

Melia Casa Maya is the perfect luxurious resort for families. It is a smaller resort but very clean, and ringing in the new year here was the best thing! So much fun for all ages! The beach was beautiful and there were always enough beach chairs for everyone to use. The resort could improve on having more food options at the buffet and include a few more restaurants. The beach side food service could also be improved as well. E.g., having the option to order food at the beach and poolside. There were some options for this, but it felt like there weren’t enough servers to help us navigate this. Upgrading to the level allowed access to breakfast and dinner at Cape Nao otherwise the general buffet (Merkado) is where we had meals at too. The Italian restaurant wasn’t a favourite but the Grill House was pretty good. Special shout out to the server who made spectacular omelettes at Merkado (Cornic?? didn’t get her full name) Our kids loved the water park, and it was one of their highlights from the trip. The slides were so much fun for both the kids and the adults. One thing I liked and valued about this resort is their attention and commitment to not wasting energy and generally being wasteful. E.g., using towel cards to reserve towels and upon return of towels, the cards will be returned too. Housekeeping was always well maintained daily and upgrading to the level had a lot of great perks that the hotel provides (e.g., premium drinks, a separate floor to retrieve snacks and lounge, private area at the beach etc). If you’re thinking about coming here, we highly recommend it! We were happy with our service here and our family enjoyed our stay! This is not a party hotel for people coming without kids. It is meant and accommodated for families. The hotel would’ve received 5 stars if there were better poolside options (e.g., pizza, ice cream/dessert cafe) but nonetheless it’s been fantastic and we would come back!

Big Picture: Great potential but fell short on a few items Context for this Review: Family of 4; kids ages 9 and 11; live in large American city; have stayed at several resorts in Mexico with our kids, including Grand Residences in Puerto Morelos (twice), Finest Playa Mujeres (once), Four Seasons Punta Mita (twice). The Good: (1) Gorgeous, large white sand beach; (2) Great beach chairs, no issues getting a good chair; (3) Really fun stuff for kids 5-11; (4) Very good internet. The Bad: (1) Unfinished construction and serious maintenance issues in Level suites; (2) Food availability and consistency could be improved; (3) No real on-site store. Details on the Good: (1) Beach. This is by far the best beach I’ve had the pleasure of enjoying on vacation. It is very large, and the sand is soft and silky. There is plenty of room to play, work out, relax, etc. There is an island off the coast protecting the shore from large waves, so the water is calm and swimmable. There is some seaweed but the hotel seems to keep it under pretty good control. (2) Chairs. This is my favorite chair situation of all the resorts we’ve been to, hands down. We paid extra to stay in the “Level” and we had a special section with huts and chairs available everyday. No issues with saving chairs, stealing chairs, etc. Cesar ran the chair reservations and he was AWESOME. He really understands service and is a huge asset to this hotel. (3) Kid activities. Hotel does a great job with stuff for elementary school kids to do. There is a really fun waterpark on site with slides appropriate for ages 4 up to middle school. The water park is safe and clean. The hotel has fun random activities that pop up and that the kids have really enjoyed, for example, a random foam party in the pool that was hilarious and that the kids really enjoyed. (4) Internet. GREAT internet service. I was able to work at the beach and all restaurants. Details on the Bad: (1) Maintenance and construction issues. We stayed in the Level building, and it appears they recently did a remodeling project that is either not yet complete or was done improperly. Our friends had water leaking into their shower from the shower above and a swarm of mayflies in the other bathroom. Our showers both were newly tiled but had very old fixtures that needed to be replaced. Water pressure was not great. Our kids’ shower leaked. There was water damage near both showers. That said, other parts of the room were great—furniture was clearly new, bedding and towels were amazing. This is how I know they recently remodeled, but there were some misses in the construction that need to be fixed. Also, if management is reading this, please add hooks! There was nowhere to hang towels, wet swim suits, coverups, etc. (2) Food quality and availability. The food situation was just okay. We were able to ultimately find things we liked at every meal. I recommend going to the sit down restaurants for dinner (the ones for which you need a reservation) instead of the buffet (Mercado). In particular, the beef filet at Cafe Nao was truly delicious. Also, the “Level” guests have a private taco bar at lunch that was really good. One thing I did not like was it was not possible to get ice cream. I like being able to get ice cream at these places and normally that’s available. There was a little ice cream business just outside the hotel that we went to daily. It would just have been nice to have that in the resort so the kids could get ice cream without us. (3) On-site store. There is an on-site store, but not really. Poor selection of items and prices are outrageous to the point of being comical. Literally $17 USD for a regular-sized bag of chips. We frequented the Go-Mart which is 200 feet to the right of the resort and the store in the hotel Riu down the street the other direction, maybe a 5 minute walk.