Ocean Maya Royale

4.0 star rating

Quality accommodation with a variety of facilities and services.

    What to expect (based on 9273 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    The perfect holiday

    Reviewed by Rodstertravels(Sandiacre, United Kingdom) on Jan 22, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    I actually couldn't fault this holiday. Its actually very surprising the negative comments I have seen on here. I did notice some people seemed to be causing arguments with other people and staff, but you do sometimes get that in places unfortunately. You cant please some people. The staff are incredibly friendly at all times. The food is plentiful and delicious. The bed situation isn't really an issue but again, some people make an issue out of anything. The gym is very basic but we managed to do what we needed and it really wasn't about doing sport so that was fine. Rodrigo is absolutely fantastic! I looked forward to having a chat with him during the day. He brightened up the place and we will definitely miss him. Please take no notice of the negative reviews. From someone who works 70hr weeks, when I come for a break I want something decent that hits the mark. This was perfect on all levels. Thanks to all the team! We will be back

    Individual ratings:

    Location

    Location-5

    Service

    Service-5

    Value

    Value-5

    Great trip!!

    Reviewed by triciae3(Boston, Massachusetts) on Jan 21, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We were unable to go to our usual resort the ERC so we decided to choose OMR. We were not disappointed. While we love the ERC I'm not quite sure we can justify paying double the price. Check in: We had booked a privilege honeymoon suite. Our room wasn't ready when we arrived so we were driven to the privilege restaurant for lunch. When we were finished we went back to the front desk and were taken to our room. Room: We were given a privilege room but not the honeymoon suite. I'm not sure why but it didn't matter to us. I was already unpacked ect. Our building was right next to the main lobby and was a great location for night time. Our housekeeper did a great job in our room every day. Towels were restocked during the day and at night. Our mini-fridge was also restocked daily with beer, soda, water, mini bottles of liquor and peanuts. There is a pillow menu however we didn't need to use it as we already had an assortment of pillows on the bed. The bathroom was plenty big and had a hairdryer, shampoo, conditioner, lotion, bath gel and shaving kit.Our view from the balcony was of the trees ect. We did get to see a few deer eating one day as we were getting ready for dinner. We were also able to use our balcony without getting wet when we had a few rain showers. Beach: We stayed at the privilege beach near the lounge everyday. We wanted to just read and relax during the day. It was so quiet and peaceful. Plenty of loungers no matter what time of day. The beach was terrible for swimming but the other privilege beach was fine.Carlos took great care of us every morning he would bring me an ice bucket of water and then replenish it a few hours later. He was always pleasant and loved to stay busy. Pool: We only used the pools for the foam party 2x a week which was a blast. The entertainment team is a lot of fun. I wish I could bottle their energy!! The empty pool chairs had towels reserving them by 730 every morning when I would go by. Luckily I didn't want a seat there as someone would be mad when they arrived in the afternoon and found me in their spot. There is music and activities by the pool including ping pong. There is a bar in the pool as well as one outside of the pool. Food: We really loved the food. We ate every morning at the privilege lounge. We often ate lunch here as well. Francisco & Manuel took great care of us with a smile on their face. For dinner our favorite was Blue Moon. The Italian was also good with seating over looking the water. The Mexican was good and gave a lot of food so be careful what you order. We ate at the sports bar our first day arriving as it was raining and my husband was hoping to catch the game. We had nachos, onion rings and chicken wings. All were good. The sports bar is very small but we had a good time. Mikes coffee shop had great little sandwiches as well as desserts. The buffet was small but good. Always had salads and a carving station. We did order room service one night and it was terrible. We ordered a pizza as well as a flank steak. The food was ice cold after waiting over an hour @ 930 at night. The pizza had almost no sauce just cheese. This was the only bad meal we had. Entertainment: Plenty to do during the day if you wanted to with the entertainment tea. We only did the foam party and played volleyball. At night there is live entertainment in the plaza before the show and then again after the show. We always stayed in the plaza as we met a few people that we would hang out with and dance. And I must give much kudos to Yovanetti our favorite waitress. She is such a joy to talk to. She always has a smile and had new drinks for us before we were even finished. We never had to ask her for anything. I really miss her!! I have to say we have been to Mexico over 20X nad this resort by far has the best staff ever. I never encountered a negative attitude. Everyone makes this resort special and I thank you for that. I must say this was a much better vacation than we expected. We had a great time and would be happy to return.

    Individual ratings:

    Location

    Location-3

    Service

    Service-5

    Love it!

    Reviewed by Daniel G(Akumal, Mexico) on Jan 21, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Been there so many times, just lost count! Love being an H10 Premium member, always treating me like home, the girls at the pool are also way too much fun, ill be there in june again. By the way, my favorite restaurant is charro by the pool.

    Individual ratings:

    Rooms

    Rooms-5

    Service

    Service-5

    Value

    Value-5

    Good value...

    Reviewed by alexkh8(New York City, New York) on Jan 20, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    First of all, this review (as any other) is just a personal experience according to individual taste and preferences. I have been to many hotels in Riviera Maya, so I have experience and can compare... I will try to be as brief as possible yet bring my point across. So we decided to try this hotel because it was an inexpensive option compared to other hotels we stayed at yet it checked most of our boxes. Here is what we come to understand that we really need in a resort (not necessarily in that order): 1) tennis courts, 2) swimmable beach, 3) functional rooms, 4) decent food options, 5) proximity to the airport and Playa del Carmen, 6) gym. Let's go over the list first... They have 3 tennis courts (rather well maintained compared to other hotels). Beach -- I would not say it was the best beach I have been at but again it was well maintained (especially in times of seaweed problems) shallow and sandy, kind of fenced so there were no big waves -- easy to swim in for anyone. Room was simple (we opted for least expensive option since we mostly just sleep there) but everything necessary was there and was working (not always the case even in the more expensive hotels). Food... We were worried a bit that there is no reservation system (except for teppanyaki) and it would result in long waits (like we experienced in some other hotels). Wasn't the case -- didn't have to wait more than few minutes or were seated right away. We tried all the restaurants. Some we liked more than others. At the end we decided that buffet is not a bad and "speedier" option. Overall, depends on the mood (for us) -- if you want to go to a restaurant or just buffet. Location -- short drive from/to airport and Playa del Carmen works for us best. Gym -- was not the greatest but as long as it's clean and there is a dedicated place to work out I can manage. (Used it every day.) In the beginnig we were not sure how it would go (first time at the hotel) but since it checked all of our boxes and didn't disappoint with anything I think it's a good place to stay for us. Overall, I would describe it this way -- not a fancy expensive resort but gets job done. I liked that all the little (but necessary) things were taken care of, so you don't have to worry about them on your time off. Staff was also helpful in all interactions and they took care of all our requests. So if you don't need fancy features or some extra service I think you can consider this hotel. All workers were doing what they were supposed to. In particular, I would like to mention Getse, concierge, at the front desk -- helped us a bunch of times and always willing to explain everything. Overall, employees were pleasant and listened to our requests. I think the hotel even though not fancy but is run rather well, so kudos to management for running it. Of course, nothing is perfect and I can make a few suggestions that would probably make things more pleasant for guests. Most important -- please! find a way and clean the chairs in the restaurants/buffets, sometimes we had to switch chairs because the fabric was stained. Also little things like a drying rack on the balcony would help to dry bathing suits or clothes. Not having a door leading into bathroom (just a glass door to the toilet and shower) offers less privacy for some people who might want it. Or not having a single mirror in the room, the only one is in the bathroom -- makes things just a little more difficult when it's more than one person getting ready. Ok... time to wrap up. Resort was rather simple but did have the things we were looking for, and everything was functioning well, staff was helpful. Therefore, we liked our stay. Thank you for your hard work!

    Individual ratings:

    Location

    Location-4

    Rooms

    Rooms-4

    Service

    Service-4

    Disappointing with no resolution

    Reviewed by Silverback123() on Jan 20, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    My husband and I are currently staying at the Ocean Maya Royale (we have been here for two days) and will unfortunately be here for the remainder of our vacation for the rest of the week. We arrived on Saturday evening after a long day of travel from Canada with cancelled and delayed flights because of snow storms, so we were very much looking forward to finally starting our sunny vacation away from the Canadian cold. I think it's worth mentioning that we visit Mexico every year, so an assessment of expectations of resorts is something we can do well. Upon our arrival we were initially very impressed with the tight security at the entrance to the resort. I have yet to see any other form of security on the resort. That aside, our first impression was quickly squashed when we did not receive a warm welcome and have not seen welcoming customer service (or really anyone with a smile) since our arrival with the exception of the bartenders at the lobby bar (they are quite friendly). The staff in the restaurants take a long time to greet you at your table, and once you have your first drink, savour it because it will be your last during your meal - you won't see them again. We initially thought it was a staffing issue because there were very few staff working, but quickly realized that wasn't the case, as we observed many of them chatting with other staff members and not tending to guests. Even when we have ordered things (drinks or food at the sports bar for example), they aren't correct. My husband ordered a whiskey sour and got a fancy cocktail and I ordered Tostito chips with sour cream and got a full platter of nachos as an example, and this keeps happening... Our second issue came when we wanted to sit by the pool/beach, and we discovered that there were zero chairs/Bali beds available, as they were all "occupied" by other guests' towels. The website for this resort strictly outlines that it enforces not reserving your chairs, however this is not the case. We brought this to the attention of staff and they said we could just remove towels if we wanted to sit in a specific chair, and I questioned why I would want to be in a confrontation with another guest when he/she returned later in the day. I wasn't given an answer. I fail to see how that would be on the guest's shoulders to deal with... We read some reviews on TripAdvisor to see how others' had been responded to, and the hotel responded that it wished others had addressed their concerns while still staying at the hotel so they had the opportunity to fix it and make the guests' stay more enjoyable. So, we did just that. We went to Guest Services and brought up our issues and were told that if we sat through the "sales pitch" they would fix our issues and give us some free things too. We are seasoned travellers and know how the sales pitches work, so we agreed to do it based on the free stuff we were offered and the fixes to our issues. After the sales pitch, we not only didn't receive all of the things we were promised (which is a first because we have done the sales pitches previously and got some really great stuff out of them), but absolutely nothing was resolved and they told us "we can't do anything about the chairs or beds. They are first come first serve. If someone left their towel, just tell the staff and they'll move it." So basically back to the confrontation with another guest again. We asked if we could have one of the Bali beds on the Privilege side and they said "Of course. It's $35 USD/day per person." You have GOT to be kidding me. After everything that we have addressed, and after the two hour sales pitch that we didn't ask for, your customer service is for us to pay more to impress us? They kept passing us off from one person to the next to "fix it," so we finally left the lobby and haven't seen or heard from anyone since (that was about 8 hours ago). I think they are happy we finally left. A final thing I feel is worth noting is the food selection. One of our favourite things about all-inclusive travelling is the food. The selection at this resort is extremely limited and lacking. I am finding it very unfortunate from all angles, but if you are one who truly enjoys the food experience of an all-inclusive, you will not be impressed here. Super disappointing. This resort is subpar at best, and not a resort I would ever come back to, nor recommend to anyone. Please consider another resort if you are looking for a trip. The wow factor is definitely not here. You will find the beautiful scenery of the Mayan and the animals at other resorts.