Hotel Casa Maya (Melia Casa Maya Cancun All Inclusive)

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This was by far one of the worst hotel experiences I’ve ever had, and I would never recommend staying here. The first disappointment was that I paid for an ocean-view room but was given a partial ocean view instead. I paid extra for a specific room category, and the hotel failed to honor my reservation. Instead of fixing the issue or offering meaningful compensation, they brushed it off. The customer service was terrible throughout our entire stay. The front desk staff during both check-in and check-out were rude, dismissive, and acted like helping guests was an inconvenience. We also noticed that once staff realized we were from the United States and spoke English, their attitude completely changed. We felt like we were treated differently than other guests and never truly welcomed. The service was practically nonexistent. Every time we called for extra towels, water, or anything else for our room, no one ever came, or the response was that we had already reached our limit for bottled water. I became extremely dehydrated during our stay, and it was frustrating to be told we couldn’t have additional water when we needed it. The hotel only provided glass water bottles that required a special bottle opener. If you misplaced the opener, opening the bottles became a hassle, making the situation even more frustrating. Some staff members seemed friendly at first, but it felt like that friendliness disappeared once they realized they weren’t getting an immediate tip. After that,

Room was clean and room cleaner was amazing. The staff only caters to Spanish speaking people. I purchased “The Level” package and it really didn’t matter or make a difference. They let anyone on the beach and sit in the chairs on the beach bringing their own drinks and food. We sat in the “exclusive” area on the beach and no one brought us a drink until we complained because the waiter served other people in the “exclusive” area. We bought a charger from the gift shop that didn’t work and they blamed it on the outlets in the room and wouldn’t return my money or give me a replacement. The front desk girl speaks to people like she smarter than everyone. I asked for help with my transportation to the airport which was arranged by the hotel and she treated me poorly and was condescending. The water park is super cool and Armando the bartender over there was awesome. The “resort” is very small. There is no special lounge for “the level” experience, that’s a joke. I would not recommend spending more for this experience. Your kids will like the water park and pool for sure.

Everyone was very nice and helpful with the questions recommended 100%

Better than expected, sargazo was to the minimum we were able to go in the water every day, we enjoy all the food specially at the beach the servers are so attentative bringing snacks and cold drinks the service was fantastic. We got an upgrade on our room on the 3rd day of our stay beautiful beach view from our balcony♡ They have a lot of activities for the kids we didn't have any kids this time but is a nice resort for the family. Gracias a todos los trabadores por hacer nuestra estancia fenomenal.

El hotel excelente,, la comida está muy escasa hay muy pocas opciones,, algo tan esencial para las niños como papas fritas y helado ,, no tienen

La comida pésima , poca variedad

Great experience

This place is an absolute gem! The service is top-notch, especially the attention to detail. We had someone available 24/7, which was a lifesaver since we had a little one and needed some extra help. They even went above and beyond by assisting us with restaurant reservations and providing everything we needed for our room. The view is simply breathtaking, and it’s fantastic that all water activities are conveniently located right on the beach, eliminating the need for a bus ride. The rooms are spacious, but the property feels a bit cramped for those who prefer larger accommodations. The food was fantastic, as I know what I like. I agree with most people that the buffet is limited in terms of the number of guests, but the cleanliness of the place is impeccable. Our room was spotless every day, and they even restocked essentials, including new towels. I highly recommend splurging on the level package. It’s worth every penny, as it includes room service and a private beach area. Overall, I rate this place a solid 5 stars. My favorite dining spot is Casa Nostra; their food is simply the best, highly recommended!

Very happy with everything.

We traveled with two teenagers and picked this resort specifically for the water park. It’s decent with a few bigger slides and smaller ones as well for younger kids. The adult pool was nice and clean. There were daily activities were fun and they actually did the activities (some resorts plan them but don’t do them). Staff was friendly and helpful on every interaction whether it was the bell hop, front desk, waitstaff, outside staff, etc. It was a tad hard to get a restaurant reservation as they fill up quickly. The room was very nice but noisy as we could hear the family in the rooms next to us. The room had minimal plugs to charge items or use. The bathroom needs a couple more places to hang items like towels. The beach was beautiful and they have separate activities outside the hotel close by. We would return to this resort.