TripAdvisor Traveler Rating

great except for smell in only our room, the first day we walked in and told front desk who assured they would look into but did not show up until the night before we left but we were in pjamas. we let them know that when we did not have air conditioner on it was better but it was very hot and we had to run it a bit and then the smell was bad. two other couples said for sure it was a bad smell when they came in to get us.

We have been staying at Casa Maya since 2016, so we were interested to see how it would be after the renovation. The previous rooms were all suites with two beds and a kitchen/living area, so I did not think to request two beds in one of the two rooms we had. At check in, there were only king bed rooms available (even though we were literally the only people staying on our floor) so our adult daughters ended up sleeping in the same bed all week. Paid for an ocean view - we were on the second floor with no view. The rooms weren't renovated - the shower drain was clogged the entire time, the toilet was old and gross, there wasn't a full length mirror in the room, and the light switches were strange- the lights had to be all on or all off. The mini bar consisted of 3 sodas, 2 beers and 4 waters. The renovation of the pool area was well done - it's beautiful with plenty of chairs overlooking the beach and the pool. The water in the pool was freezing, so we didn't use that at all. We missed the activities of the old Casa Maya. They need to put a board out by the pool saying what the activities are for the day, and also have the activity directors use a microphone to announce what is going on. If you have young kids, this is the place for you - plenty of kid activities. Adults, not a lot to do. No spa or gym. As far as the all inclusive, there was one beach/pool bar that opened at 11 am, which really meant 11:15. There are two restaurants other than the buffet, but they alternate the nights they are open, so there's the buffet or one other choice each night. Service was hit or miss - unlike the old Casa Maya where everyone was helpful and nice. 80% of the workers here were wonderful, 20% seemed like they didn't want to be there and they didn't care if you were there. No servers by the pool, so you need to stand in the one bar line every time you want a drink. Since there weren't many people at the hotel when we were there, it wasn't an issue for a restaurant reservation or to stand in the bar line - but when the place is at full capacity, I think there will be a lot of unhappy people. With all of the hotel choices in Cancun, we will not be coming back to Casa Maya. Too expensive for what you get.

My family of 5(2 adults, 3 kids) spent 2 weeks in Meliá casa maya Cancun during Christmas and new years. The level lounge which was part of our stay was not available/open and no compensation for that. The room, 2 bed room swim up suite, was not cozy at all. No plants and hardy nothing on the walls and the were no lamps in a big part of the room. We conplained about it several times but they could not do anything about it. Since we stayed for 14 days we wanted to actually also like to stay in the room. The food is average, a la carte menu in cape nao was not available every day and they ran out of a lot of things on the menu during our stay. Both burger buns, French fries and ice cream, so pretty simple stuff. The latter one was to a big disappointment for my three kids. We had one horrible room service experience, burger came only with bun and patty and not all items on the order were delivered.

This was our first experience with staying at an all inclusive resort so it's hard for me to compare to others. The activities staff (Antonio, Suriel and Christopher) were all awesome. We participated in a range of activities including stretching classes, beach volleyball and water polo. The rooms are large and housekeeping did an excellent job. We did go to the attached water park and enjoyed the slides. There are several areas where I wasn't as satisfied. The hot water took a long time to start in the shower. The food was fine but not really interesting. My biggest issue is that written materials don't match what actually happens. You wouldn't know from the materials given at check-in that two of the restaurants alternate if they are open for dinner. Reservations are needed so you do need to plan carefully. The check-in clerk wrote that reservations could be made between 9-4 but we arrived at the front to make them we were told it was from 10-4. It would be nice if communication matched.

This hotel offers what you expect, great hospitality, superb service, very clean, restaurants offers a good variety of delicious food. Just a few names of employers who made our stay even more special, Alejandro (reception) Viktor (concierge) Guadeloupe (cape nao Bar) Dylan-Gabriel-Alexis from Cape nao restaurant/ Oscar from Casa Nostra and Fernando form Bar Boreal.