Ratings based on 1,293 Guest Reviews

Hear it directly from our travellers
4.3 out of 5
4.6 Room cleanliness
4.6 Service & staff
4.4 Room comfort
4.3 Hotel condition
TRAVELOCITY GUEST REVIEWS
Hear it directly from our travellers
5 out of 5
by A traveller from brooklyn

Posted Dec. 12, 2024
Comment from Hotel Management
Dec. 12, 2024 by Ocean Maya Royale, Hotel Management
Dear Callum, Thank you very much for sharing your feedback and perfect rating after your experience at Ocean Maya Royale. It fills us with pride to know that your stay with us was worthy of a 5 out of 5 and that we met your expectations in every aspect. At Ocean Maya Royale, we strive every day to provide an unforgettable environment for our guests. Our facilities, designed with the utmost care, seek to combine comfort and luxury with the natural surroundings to create a unique experience. We are glad to know that you were able to fully enjoy it. Our staff is the heart of our hotel. From the front desk staff, to the housekeeping team, to the dedicated entertainment and service staff, all are committed to providing exceptional service, marked by dedication, warmth and professionalism. Reading comments that recognize these efforts is always a motivation to continue offering the best. In addition, we are proud of our gastronomic offerings, which encompass a wide variety of flavors and styles to satisfy each of our guests. The quality, freshness and presentation of our dishes are carefully supervised to guarantee unforgettable culinary experiences. We thank you for choosing Ocean Maya Royale for your trip and for recommending us with such a positive rating. It will be a pleasure to welcome you again in the future and to continue creating memorable moments during your stay. Best regards, Guest Experience Specialist
2 out of 5
by A traveller

Posted Nov. 30, 2024
Comment from Hotel Management
Dec. 2, 2024 by Ocean Maya Royale, Hotel Management
Dear Robert Joseph, Thank you for taking the time to share your rating. At Ocean Maya Royale, we deeply value every comment from our guests, as it helps us identify areas for improvement and reaffirm our commitment to quality and service excellence. We are proud to be a destination recognized for our beautiful facilities, the dedication of our staff and a diverse gastronomic offer carefully prepared to satisfy the most demanding tastes. Our team works hard to maintain the high standards that distinguish our resort, ensuring that each guest enjoys an impeccable environment and a memorable experience. We regret that we did not meet your expectations on this occasion and would love to know more details about the specific aspects of your experience that may have affected your perception. This will allow us to take the necessary steps to improve and ensure that each guest takes away exceptional memories of their stay with us. We are proud to have a team that strives daily to provide warm and personalized attention. From our front desk team to the common area attendants, everyone shares the goal of making each visit special. In addition, our offer includes quality accommodations, first class gastronomic options and a program of activities designed so that each guest can enjoy their stay to the fullest. We hope you will give us the opportunity to welcome you again in the future and to demonstrate the improvements we are constantly implementing to provide an even more satisfying experience. Our commitment is to you and to every guest who trusts us for their vacation. Best regards, Guest Experience Specialist
2 out of 5
by A traveller

Posted Nov. 10, 2024
Honestly i don’t know how this was rated a 4.5 star property. I’d rate it closer to a 3 star. There were so many rules for all the different levels of “privilege”….where we could eat, what we could order, limit how much we can order on room service. Room: it was a fine room, the bed was hard, the linens were disappointing with a thin fleece blanket sandwiched between two sheets hardly keeping us warm.cleaning services were good. Dining: buffet was rather disappointing with low quality food and not a big selection nor did it change day to day. Staff was friendly however all serving area were not staffed sufficiently, buffet area had one cook manning 4 serving stations making the wait for food at 10 minutes regardless of breakfast, lunch or dinner service. Specialty restaurants were great, no complaints there. Room service is limited to one item per person. Pool/beach: great areas however extremely annoying how many people were bugging you to spend money on jet skis or massages…and not meaning the random people walking across selling stuff as expected, this was hotel staff at the beach hut and the activity hut trying to constantly sell you activities or massages…probably 10 times a day we were asked. Pool/beach bar/services: dismal, just like the buffet understaffed often waiting 15 min for a drink because there was one bartender. Maybe 2 out of the 7 days there were servers walking around taking orders. Entertainment: not great, music levels were ear busting.
Comment from Hotel Management
Nov. 11, 2024 by Ocean Maya Royale , Hotel Management
Dear Robert Joseph,Thank you for sharing your comments and for giving us the opportunity to learn about your experience at our hotel. We regret that your stay did not meet your expectations and sincerely thank you for letting us know where we can improve.Regarding the quality of food and service in the food and beverage areas, we sincerely regret that it did not live up to your expectations. We appreciate your perception and will, of course, take your feedback into consideration to continue to improve and provide a more satisfying dining experience for all our visitors. We appreciate your comments and your time, which allow us to continue to improve. Regarding activities and entertainment, our goal is to provide a relaxed yet dynamic environment for all our guests. We will better evaluate our sound levels to ensure everyone's enjoyment. Finally, we are pleased to know that you enjoyed our specialty restaurants and the housekeeping service in the rooms. We appreciate your comments on the positive aspects, as they motivate us to continue working to improve and provide the best possible experience for each of our guests.Thank you again for your time and comments. We are committed to continue improving and look forward to welcoming you again in the future.Kind regards,Guest Experience Specialist
5 out of 5
by A traveller

Posted Oct. 21, 2024
Comment from Hotel Management
Oct. 21, 2024 by Ocean Maya Royale , Hotel Management
Dear Tyson,We deeply appreciate you taking the time to share your experience at Ocean Maya Royale. It is a true pleasure to know that your stay was so positive and that we met your expectations in every aspect.At Ocean Maya Royale, we pride ourselves in offering our guests a first class environment, with facilities carefully designed for their comfort and enjoyment. We are glad to hear that you had a pleasant and memorable experience. It is very comforting to receive such positive comments about our staff, as each member of our team is dedicated to providing exceptional and personalized service. We strive to create a warm and welcoming atmosphere, and it is great to know that your experience reflects that commitment.In addition, we are proud that our amenities, from the rooms to the activities and dining options, were to your liking. We take care of every detail to ensure that our guests enjoy an unparalleled stay, and it's wonderful that you noticed.Your satisfaction is our greatest motivation, and we are delighted that you enjoyed everything we offer at Ocean Maya Royale to the fullest. We will certainly share your kind words with our entire team, as they are the heart of the service we provide.It will be an honor to welcome you again in the future to provide you with another unforgettable experience and continue to exceed your expectations.Kind regards,Guest Experience Specialist
5 out of 5
by A traveller

Posted Oct. 14, 2024
Was 2nd time at OMR, we brought 4 others this time... everything was amazing, especially the staff, Kenddell is the best, Chiqui, Viri, Moises, Dali, the entire Blue team, also Martin from El Charro, bartenders Jorge, Eber, Miguel, literally everyone was so nice and service was top notch. We will return!
Comment from Hotel Management
Oct. 14, 2024 by Ocean Maya Royale , Hotel Management
Dear Margarita,Thank you so much for your wonderful review and for trusting us once again for your vacation at Ocean Maya Royale! We are deeply honored to have been your choice for the second time, and it is even more gratifying to know that this time you brought more people to share the experience. There is no greater compliment than a returning guest, and we are proud to have once again met your expectations.At Ocean Maya Royale, we strive daily to maintain the highest standards of quality in all aspects of our service, from our impeccable facilities to the personalized attention we provide to each of our guests. We are glad to hear that you found everything amazing, especially the staff who work so hard and dedicated to make each stay special.We are delighted that you mentioned several of our collaborators who made your stay an unforgettable experience. Kenddell, Chiqui, Viri, Moises, Dali and the entire experience team are true examples of passion and energy, always looking to integrate guests into fun-filled activities and creating unique memories. In addition, Martin from El Charro, along with our exceptional bartenders Jorge, Eber and Miguel, are also instrumental in ensuring that our standards of hospitality and service remain the best, providing the close and friendly treatment that is so valued by our visitors.We are proud of you for mentioning our world-class level of service, as our team is committed to ensuring that every aspect of our guests' stay is impeccable. From the cleanliness of our common areas, to the comfort of our rooms, to the exquisite gastronomic offerings, we take care of every detail to make the experience perfect. We deeply appreciate your highlighting these aspects, as they reflect our commitment to excellence and the satisfaction of our guests.It is a real pleasure to know that everything was to your liking and that you are already thinking of returning. Your confidence in us drives us to keep improving and offering the best to our guests.Thank you again for choosing us, and it will be an honor to welcome you on your next visit, we will be delighted to continue creating unforgettable memories with you and your loved ones!Kind regards,Guest Experience Specialist
4 out of 5
by A traveller

Posted Oct. 13, 2024
Comment from Hotel Management
Oct. 14, 2024 by Ocean Maya Royale , Hotel Management
Dear Lisa,Thank you so much for taking the time to share your review of your recent stay at Ocean Maya Royale. We are pleased to hear that you enjoyed your time at our resort and we greatly appreciate your positive rating. At Ocean Maya Royale, we pride ourselves in offering our guests an unforgettable experience, where quality, comfort and personalized attention are fundamental aspects.Our resort has been designed to combine an environment of luxury and tranquility with a wide variety of activities and services for the enjoyment of our visitors. We constantly strive to maintain the highest standards of quality in all areas, from our impeccable facilities to the detailed and professional attention provided by our staff. We are glad to hear that you had a pleasant stay and that you were able to take advantage of what Ocean Maya Royale has to offer.Ocean Maya Royale's staff is one of our greatest assets, and we are very proud of the commitment and dedication that each one of them puts into their work. Our collaborators are highly trained to ensure that every detail of your visit is perfect, offering friendly, efficient and personalized service. From the cleaning and maintenance teams to the entertainment, restaurant and reception teams, we all work towards the same goal: to make each guest feel special and well cared for.We understand that there are always areas where we can improve, and we greatly value any feedback that helps us to raise our standards even higher. If there was any aspect that did not completely meet your expectations, please do not hesitate to share it, as our goal is to always exceed our guests' expectations and deliver a perfect experience in every way.We appreciate your confidence in choosing Ocean Maya Royale for your vacation and hope to have the pleasure of welcoming you again in the future. We would love for you to enjoy even more of what we have to offer on your next visit, knowing that we are committed to continue improving and providing the best service.Best regards,Guest Experience Specialist
4 out of 5
by A traveller

Posted Sep. 23, 2024
Pro: The resort was beautiful. The staff were amazing. The property was safe. They provided transportation and shows daily . Con: They have different priorities and accommodation depending on your color of brackets. Travelocity customers were supposed to have the black and gold, but was giving the green . You could not dining at certain restaurants or drink high quality alcohol. Spa treatments not included.
Comment from Hotel Management
Sep. 23, 2024 by Ocean Maya Royale , Hotel Management
Dear Lisa,Thank you very much for sharing your experience at Ocean Maya Royale and for giving us such a positive rating. We are pleased to know that you enjoyed the beauty of our resort, the safety of our facilities, and that our staff provided you with exceptional service. We appreciate that you highlighted the organization of the daily shows and the shuttle service, as these are part of our effort to provide a complete and memorable experience for our guests.With respect to your comments, we regret any confusion that may have arisen regarding bracelets and access to certain services. At Ocean Maya Royale, we have different levels of service and benefits depending on the type of package our guests purchase. Those who opt for the Privilege package enjoy additional benefits, such as exclusive access to restaurants, premium drinks, reserved areas and a more personalized service. Should you wish to enhance your experience in the future, we invite you to consider the Privilege option to enjoy these additional benefits, which we are sure will add extra value to your stay.Regarding the spa, we confirm that the treatments are not included in the all-inclusive packages, as it is an additional service designed to offer moments of relaxation and wellness to our guests. We appreciate your comments and hope to have the opportunity to welcome you again to provide you with an even more complete experience.Best regards, Guest Experience Specialist
4 out of 5
by A traveller

This traveller left a rating score only Posted Sep. 20, 2024 on Expedia
5 out of 5
by A traveller

Posted Sep. 19, 2024 on Expedia
Layout was great, convenient, easy access to various events, good food and a variety of food types.
5 out of 5
by A traveller

This traveller left a rating score only Posted Sep. 19, 2024 on Hotels