TripAdvisor Traveler Rating

We were sexually harassed by the security guard named Rene. Offering to walk us to our rooms. To inappropriate touching. And he offered us drugs. It was horrible. He told us he was married and had 2 kids. And has girlfriends and His wife didn't mind. Horrible experience. Will not be back.

Great staff especially in the beach area. Rodi was great exceptional service by him as waiters. The only thing is no top shell liquor like a was supposed to be. But otherwise is very family friendly.

I wanted to leave a review of Melia Casa Maya while the experience is still fresh in my mind, since it hasn’t even been a full week since we came back yet. I feel like if I wait any longer, a lot of the details will start to fade, but right now everything is still pretty vivid. To be completely honest, I still don’t think my feelings about this resort are entirely clear. There were definitely some good parts, but the disappointing aspects outweighed them for me, which is why I think a 3 to 3.5 out of 5 rating would be fair. Let me explain why. First of all, I traveled with my wife and our 7-year-old daughter as a family vacation. We are Asian, and we don’t speak Spanish, but because Cancun is so accessible and easy to visit even without extensive planning, we’ve been going there once or twice every year ever since our daughter was born. At this point, we’ve probably visited Cancun close to 10 times, so I think I have a pretty solid understanding of what people can realistically expect from Cancun resorts and whether a resort actually lives up to those expectations. Let me start with the negatives. When I first discovered this resort, it was because of the amazing-looking advertisements for the water park. Then I started reading reviews, and almost all of them said things like: “perfect for kids,” “small resort but easy to get around,” “great kids’ activities,” “better food than most resorts,” “new building,” and so on. Based on those reviews, I booked without much hesitation. I also read that staying in THE LEVEL category greatly improved the experience, so I booked a THE LEVEL room as well. To get straight to the point, aside from the room being spacious and relatively clean, I honestly couldn’t agree with most of those reviews. Starting with the room itself: yes, it was definitely spacious and the overall condition wasn’t bad. However, the bathroom did not feel remodeled at all, and the shower door would not close properly, causing water to leak all over the bathroom floor every time we showered. It wasn’t bad enough for me to request a room change, though. The second major issue was the lack of soundproofing. There was a connecting door between our room and the neighboring room, and there was actually a noticeable gap under the door. We could hear the people next door talking as clearly as if they were inside our own room. To give you an idea, it was possible to carry on a conversation through the door using normal speaking voices. Naturally, we could also hear everything happening in the hallway. If you’re traveling with children sharing the same room like we were, noise becomes an even bigger issue, so keep that in mind. The small size of the resort was both a positive and a negative. The main pool is located in the center of the resort, and there were events there every night. Our daughter usually goes to sleep around 9 PM, but loud music continued until around 10 PM every night, which was frustrating. Honestly, I don’t think the room location even mattered much because the sound carried everywhere. Also, because the resort doesn’t really have an indoor theater or entertainment venue, the events held across the pool felt more like small performances at a local school or church rather than resort-level entertainment. Even though this is a resort, there were only two restaurants that actually required reservations, and both of them were far below expectations. The biggest disappointment was CAPE NAO, which serves breakfast exclusively for THE LEVEL guests. Because of that, we had high expectations for dinner there. Long story short, both my wife and I ordered the NY Strip steak medium, and both came out completely well done. Honestly, it was one of the worst steaks I’ve ever had in my life. I am not exaggerating when I say I have never had steak that tough before. Neither of us even finished one-third of it before leaving and going to the Merkado buffet instead. And just to clarify — the issue was not that the steak was cooked well done. I actually like well-done steak and know exactly what it should taste and feel like. The problem was the quality of the meat itself. It was unbelievably tough to the point that it was genuinely difficult to chew. Ironically, the buffet was actually better. The buffet itself also had a limited selection and I wouldn’t necessarily call the food “good,” but at least the meat there was more edible than the NY Strip from CAPE NAO. After that experience, we ended up going to the Italian restaurant for two consecutive nights, and after that we mostly ordered room service. Surprisingly, room service had the best food out of everything we tried. I highly recommend the Shrimp Alfredo Pasta — it was genuinely good. Now let’s talk about the Kids Club. As I mentioned earlier, I traveled with my 7-year-old daughter, and honestly, I had pretty high expectations based on the reviews. The Kids Club operates only from around 10 AM to 4 PM, and the indoor club area was extremely small and outdated. I honestly felt guilty leaving my daughter there. It seemed like the resort itself knew the indoor space wasn’t great, because most of the activities took place outdoors. But even those activities were nothing particularly special — mostly just playing in the pool and similar things. The water park itself was not terrible. Compared to many resorts, there were more slides for kids to enjoy, so it wasn’t boring. But the facilities did not feel particularly new, exciting, or thrilling. The water park was actually the main reason I decided to book this resort in the first place, so this part was a major disappointment for me. Another small but frustrating issue involved the pool towel system. You had to exchange a towel card in order to get towels, and then return the towels later to get the cards back. The employee working there was unfriendly, and at one point after we returned our towels, the employee disappeared for about 10 minutes without returning our towel cards. Another guest who had been waiting with us eventually walked into the booth and handed us the towel cards himself. It was honestly ridiculous. As for THE LEVEL, I honestly don’t think it adds much value besides getting a better room. After being so disappointed by dinner at CAPE NAO, we didn’t even bother trying the exclusive THE LEVEL breakfast afterward. THE LEVEL guests also have access to a separate beach area, but it didn’t feel particularly special either. There were local people gathered all around both sides of the area, and the overall atmosphere just wasn’t great, so we barely spent time at the beach. People also say THE LEVEL includes better liquor, but nobody really recommended anything special or proactively offered upgraded drinks to us. On the first day, while we were sitting by the pool, not a single employee came to take our drink order, which was disappointing. Oddly enough, after that first day, staff started approaching us regularly to take drink orders, so maybe it just depends on luck. There was also an exclusive lounge for THE LEVEL guests on the 5th floor of the building where we stayed. They had some light snacks there, but most of the time the bartender was nowhere to be found. We only managed to get drinks there once during the entire trip. Other than that, it mostly just felt like a quiet place to sit down for a few minutes — not somewhere that made us feel like we were receiving premium treatment. We were assigned a concierge, and while they did help with things like restaurant reservations through WhatsApp, responses to other requests often took more than 30 minutes, and sometimes our requests simply weren’t fulfilled at all. So overall, I wouldn’t say the concierge service added much value or made the experience particularly pleasant. To be fair, there were still moments where they were helpful, so I can’t say it was entirely bad. Now let me talk about the positives. Interestingly, one of the negatives I mentioned earlier also became a positive: because the resort is small, you don’t need shuttles or golf carts to get around. Everything is within walking distance, which was convenient. There were definitely some unfriendly employees, but honestly, the main reason I’m even writing this review after returning home is because of a few employees who truly stood out in a positive way. The first was Fernando at CAPE NAO. Ironically, he was serving us the worst meal of the trip, but his service attitude was genuinely good. He even offered to replace the food, but by that point I had already lost interest and didn’t want to wait any longer. So although the food was terrible, the employee himself was kind and professional. The second was Andres, a waiter at the Italian restaurant. Honestly, this employee single-handedly helped offset many of the negatives of the trip. He was incredibly cheerful and friendly. We were especially touched when he brought our daughter a kids’ pizza even though we never asked for it. If you visit the Italian restaurant, I highly recommend asking for him specifically. I’m personally very grateful to him. The third person was Noemi, who worked at the Circle booth in the center of the lobby — the booth that sells excursions and activities. When we first arrived at the hotel, she welcomed us warmly and even gave us a tour of the property herself. Technically, this should have been the concierge’s job, but since they were unavailable, she volunteered to help us instead. Of course, some people might think she was simply trying to sell us activities, but the kindness and hospitality she showed us felt genuine rather than fake. In the end, I actually felt bad because we didn’t end up purchasing any excursions or massages through her. Still, I wanted hotel management to know about employees like her, which is why I’m mentioning her here. Lastly, we requested a late checkout until 1 PM through the concierge, and they approved it. That allowed us to enjoy our final morning much more comfortably, and I genuinely appreciated that. So here’s my overall conclusion. As I mentioned earlier, I visit Cancun multiple times every year. Objectively speaking, this was probably the lowest-tier resort I’ve personally stayed at in Cancun. The room itself was large and in decent condition, but there wasn’t a single aspect that made me think, “Wow, this was really great.” If someone offered me another stay at this resort completely free of charge for my next trip, I honestly still wouldn’t go back. I hope that explains how I feel. It’s not because the resort was the absolute worst — it’s more because I don’t think returning would offer anything meaningfully different or better the second time around. Since I travel fairly often, I tend to see each trip as an opportunity. Going back here again would feel like losing the opportunity to experience somewhere better instead. That said, if you already booked this resort, or if you’re still curious about it, then by all means — go and experience it for yourself. You may end up feeling completely differently from how I did. I’m simply sharing my honest personal experience in hopes that it helps others make a more informed decision. I hope everyone has a great trip.

This is our second year in a row and we had a great time! The food in the palapa restaurant was superb and apparently a new chef was hired , so it was apparent in the quality of the dinners that we had. Fernando , our waiter , helped us choose our entrees and the service was excellent. All the staff at the lobby bar were so nice and made excellent drinks. All the staff from the cleaning to the reception desk went out of their way to make our stay stress free. There was no seaweed and the beach was azure blue water and white sand. sitting under a beach palapa slurping on a Pina Colada is my definition of heaven!

A lovely hotel with the most amazing attentive staff. Stayed in an ocean view room, the room was spotlessly clean, a well stocked mini bar and the most comfortable of bed. Didn’t feel was missing out by not opting for the Level experience, always reservations available for restaurants in the evening. The buffet in my opinion provided great choice for not only breakfast but lunch and evening meals also (and I am a fussy eater!) The pool is beautiful never issues with locating a sun bed, likewise always available on the beach. Joined in with a couple of the daytime activities. Evening entertainment started at 9pm so would recommend if you wish to dine later opt for the buffet and sit on the terrace, perfect view of the acts whilst eating. Beach is kept clean and tidy. Getting around I used uber and selected taxi rather than pay the prices outside the hotel. Always reliable and cheap. (From hotel to coco bongo was £2:17) Overall a great hotel, would definitely recommend.