TripAdvisor Traveler Rating

I can’t believe how downhill this place has gone since last year. I’ve been coming to this Iberostar for many years but will likely not return after this trip. I have celiac so can’t eat gluten. When you arrive you ask for an allergy card to take around to restaurants/buffets. Last year there was a dedicated staff that were “allergy concierge”. They were around at every restaurant, one woman always went above and beyond to find me, make sure I found something to eat, would make anything in the back for me to make sure any cross contamination was avoided. I always felt so safe eating. The allergy specialist spoke great English, would take you around to everything and let you know what was safe and not and talk to the chef for you. This year it looks like that position has been eliminated, which is such a big reason for us to return because I felt so safe eating. So there is no dedicated person helping people will allergies,celiac/ gluten free, vegan, etc. If I get even the smallest amount of gluten cross contaminated with my food, I will be severely sick. I saw a family yesterday arguing with the buffet staff because someone told their son that a dish was gluten free and it was not, he was immediately throwing up in the bathroom. The staff is not educated enough and there isn’t someone who speaks good enough English to translate the needs of someone with allergies. It took 3 staff members yesterday to help me with my breakfast and all I wanted was egg whites prepared in the back in a separate pan. We prefer the buffets over the specialty restaurants. Last year the dinner buffets were incredible, whole salmons, themed dinner (Mexican night) and the whole place was decorated, the variety every night was incredible. There is still a variety of food (sushi station, kids area, pizza, pasta) none of which I can eat of course. But all the proteins were basically the same every night or every other, same things from lunch, quality not the same. For the rooms, I drink coffee every morning and had to ask each time to have the coffee refilled. We had trouble with the tv for 2 days and it took forever for someone to come to the room. Someone broke a bottle of chocolate milk outside of our room and it was there for a couple hours with shattered glass every where. We called reception and it still took forever to be cleaned up. They finally cleaned up the liquid but swept the glass in the corner and it was there for 3 days. Neighbors had room service one night so the dishes were outside the room and the next morning there were ants everywhere eating the crumbs and it wasn’t cleaned up for many hours. The resort is so dark in the morning, I like to go to the fitness center when it opens at 6a but none of the paths or hallways where the rooms are have lights on. It makes for a creepy walk. Many people are getting up to workout early, they need to make it safe. Last year there were many of the staff who I remembered from 5, 10, 15 years ago. But it seems like many of them are gone and lots of new staff. Seems like a lot of the senior staff are gone which is very sad, they made the experience. The wait staff were funny, engaging, remembering you day to day. The staff now are not engaging at all, almost like no one seems happy. The quality, cleanliness, quickness, attention to detail, food quality, going above and beyond, etc is just not there anymore. We’re here for a few more days and I’m just praying I don’t get sick from cross contamination. Already really sick of the food selection and eating the same things. So sad to see our favorite place change so much, especially just from the last year. We will be finding a new resort for our yearly Mexico trip.

I would not advise staying here due to several reasons: 1. There is no bottled water. They offer you either buy Evian for $11, or use the filtered that tastes horrible like you drink rain water. And your stomach hurts after. 2. There is zero activities for the kids under 4 years old! Like 0! No disco, nothing. And you can’t even let them play at star camp as they don’t allow parents with the kids there. 3. The animation is the most horrible I ever saw! I’m talking about night performers! They are bad singers and the worst performers. Circus show was so cringy! 4. The bacteria’s are everywhere. My son got stomach bug and I got very sick. Obviously food is at very low standards and has hygienic issues. 5. Room is always dirty. Everything is broken. The mini bar is not getting refilled until you ask. The ants are everywhere. The bed sheets had blood spots and some other things so had to ask to change and they changed to the ones with holes. That’s maximum is a 3 star hotel. Move forward and pick another place to stay in Mexico if you don’t want to get sick.

Was there with my family and friends in early December for 10 days. Had a great time. Was pleased to discover that Iberostar recently added a tennis instructor (Nestor) to the fitness team. There were two morning sessions available (I think Mon-Fri). I did several tennis sessions with Nestor and some of the other Iberostar guests. I had a great time and received some good instruction.

1. Slow Room Service: The service was incredibly slow, leaving us frustrated multiple times during our stay. 2. Poor App Functionality: We were asked to use the hotel’s app to communicate requests, but many essential items (like room service options) were missing from it. 3. Inconsistent Beverage Policy: Despite having a specific beer in my mini-fridge and the hotel stating I had access to it, I was refused when requesting more. To make matters worse, I was told to exchange it with another item in my fridge. Isn’t this supposed to be all-inclusive? 4. Faulty Room Features: The toilet door scraped against the floor and made loud noises, waking my children at night. The room also smelled of humidity, and despite trying to manage this with the AC, the cleaning staff would turn it off after leaving. 5. No Bottled Water: Shockingly, bottled water was not included and had to be purchased at an outrageous $10 for 750ml. For an all-inclusive resort, this was unacceptable. 6. High Markup on Items: Everything available for purchase was overpriced, often by 10x, including essentials for kids. 7. Ants on the Buffet: We found ants on the breakfast buffet one morning—completely unacceptable for any hotel. 8. Unusable Pool: The swimming pool was freezing, making it unenjoyable and causing my kids to get sick for the remainder of the trip. 9. Limited In-Room Drinks: Despite the all-inclusive promise, we were not allowed to have bottled drinks in our room, only glasses served at the bar. While the hotel’s visual appeal is commendable, the lack of basic amenities, poor service, and impractical policies made this an unsatisfactory stay. I would not recommend this hotel to families or anyone looking for a true all-inclusive experience.

Our family had a lovely experience at the Iberostar Maya in Riviera Maya! This resort truly caters to families and kids, offering a perfect balance of fun, relaxation, and adventure. From the expansive pools to the pristine beach with its crystal-clear waters, it was fun for both adults and kids. The kids spent hours enjoying the water, and we loved every moment watching them have the time of their lives. The entertainment staff deserves a special shout-out, particularly Alexei and Adrian! They brought such an incredible energy to the evenings with their fun and engaging activities. The nightly shows were a hit, and their enthusiasm made each event feel unique and exciting. We also loved that the resort was set in a natural habitat, complete with adorable Coatis wandering around. It added a magical, eco-friendly touch to our stay. Walking around the lush, beautifully maintained grounds felt like being in a tropical paradise. What sets Iberostar Maya apart is that it feels like a village. Whether it’s kid-friendly activities or more adult-oriented options, there’s something for everyone. Lastly, the staff across the resort were outstanding – friendly, attentive, and always ready to help. Recommended for families looking for a fun and relaxing getaway!