TripAdvisor Traveler Rating

This was my second visit to Cancún, but because of this one person, I’m seriously reconsidering ever coming back to Mexico. My girlfriend and I were having a lovely evening during our stay—until our exper...ience at the hotel’s French restaurant was completely ruined by a staff member named Martin. We approached the host (Martin) to request a table for two. He informed us that the restaurant operated on a first-come, first-served basis and that we would need to wait 5–10 minutes because there was an available table. He took our room number and told us to sit at one of the white tables in the main plaza so he could see us when the table was ready. We followed his instructions. However, over the next 30 minutes, we watched as at least three other couples—who arrived after us and were seated at the same white tables—were called in and seated inside the restaurant before us. Frustrated and confused, we asked Martin why this was happening. He became annoyed, claimed we should have been standing next to him at the host desk (despite telling us to sit), and when I looked at the paper waitlist, he didn't even write down our room number or name. He wrote a random number and name. To make matters worse, he suddenly pretended not to understand English when we continued to question the situation. My girlfriend and I were extremely frustrated and asked to be seated immediately, especially since we could clearly see empty tables inside the restaurant, yet were still being told by Martin to wait. Feeling disrespected and upset, we decided to leave and had a very delayed dinner at the Italian restaurant instead. Afterward, we reported everything to the front desk and made it clear that we were treated unfairly and possibly discriminated against. We emphasized that all guests deserve equal and respectful service, regardless of race or background. We also told the front desk that this is not the level of service we expect from a 5-star hotel (which is clearly not) Later that evening, Martin approached us without offering an apology and simply stated that our table was now ready—over two hours after our original request. By then, the moment had already been ruined. We declined and hoped to not to see him ever again inside the resort. This was a deeply disappointing and frustrating experience that left us feeling mistreated and unwelcome. I truly hope the hotel takes this incident seriously and properly trains their staff in how to treat EVERY guests with fairness and professionalism. One more thing—I hope the hotel addresses the seaweed issue. While I understand it's a natural phenomenon, the smell of rotten eggs was overwhelming, even inside our room, which wasn’t even close to the beach. Every morning when we woke up and every time we returned to the room, the odor was unbearable. Final word, discrimination should never happen, and it's unacceptable in any setting.

Kendall always makes our trip the best! He is on the entertainment team and gets our hearts pumping with aqua-gym! He’s the sweetest! This was my third trip to this resort because we always have such a gre...at experience there! The entertainment staff is great, bartenders keep us “hydrated” and there’s always plenty to eat!!

We’ve stayed at many Mexican resorts, but Ocean Maya Royale is the one that we keep coming back to. While we love that it’s a smaller resort, beautiful, and adults only, the real reason we keep coming back... is the staff. We’ve had great service at other resorts, but nothing compares to the attention you receive at OMR. To start with - the entertainment team! These guys work hard every day making sure everyone is getting the most out of their trip. There’s Kenddellicious who remembered us from our previous trip and greeted us like family. He led a super fun, high octane aguagym that was great, and he makes every day at OMR so much fun! What an amazing guy! There’s also Dali, ChickyBaby, Oswyn, and all the others who work hard to make sure all the guests have the maximum fun possible. While there are so many others we could name, a few of our favorite staff members are Miguel, Jonny, Eber, & Jorge at the pool bar who are so efficient and do a fantastic job keeping everyone happy; the waitresses at the main plaza who are unbelievably good at their jobs serving so many people and always with a smile on their faces. & Manuel, Tiger, and Octavio at the lobby bar. All the staff is simply incredible! Can’t wait for our next trip!

This is a returning visit last time was 10 years ago. Room is outstanding very clean and comfortable. Only shocker you have queue on the same day to go into the Japanese restaurant and we were told not to ...be late like 2 children. And to top it you have to pay for all drinks in there ! Joke !

All of these positive reviews of the Ocean Maya Royale can not be real. The Ocean Maya Royale Resort feels like some sort of a rip off or big scam. I believe I was defrauded by the Ocean Maya Riviera Re...sort located in Playa Del Carmen, Mexico. This is not a 4 star resort as indicated in the marketing material. Further, all of the marketing material stated that flip flops were not allowed in dinner restaurants and men’s dress code included long pants. I think this was to suggest that this resort was fancier than it really was. There was no dress code enforcement in any of the dinner restaurants. The marketing material is purposely misleading. Throughout my stay there was this all encompassing noxious odor of spoiled eggs. It was everywhere. It came from the rotting seaweed on the resort’s beach. I had been warned of the seaweed in the ocean and on the beach, but not of its odor. Some of the drinks tasted funny because of this terrible and inescapable odor. La hacienda Buffet the first signs were nearly impossible read many of them simply didn't work the science were supposed to identify the food directly below them or above them but often they either were blank only it or missing altogether. Interesting me the signs that didn't work often appeared to be placed deliberately in the wrong spots if the miss placement or random, you'd expect intentional. Throughout the resort and especially the lobby there are poorly marked and uneven steps. On my first day there I tripped on a step and fell face down. I was concerned about some of the larger steps and then missing other steps by accident. The Staff was rude, didn’t care and pretended not to speak English. Service was terrible. I started noticing that the staff spoke almost no English and then I realized that they were pretending to speak no English. It didn’t make sense. I’ve been to Mexican resorts before and researched this and other area resorts and typically there is no problem with communication. I did a little research and wasn’t surprised to hear that most staff members at similar area resorts speak excellent English. I looked for management during my stay, but I couldn’t see anyone that was in charge. The woman I met with in the Privilege Check-in area was rude from the start. Because of the office configuration, you could barely hear each other. I’d ask for ice water and only get ice. I’d ask for an entree without mushroom, and I’d get mushrooms. Once my waiter suggested that by ordering my entree with different potatoes it would come without mushrooms, I did, it still came with mushrooms. Two days in a row I went to the Mexican restaurant for a cheeseburger. The first day I received a cheeseburger, the second day I received, I’m sure intentionally, the wrong order of a plant-based cheeseburger. When I questioned the waiter, he feigned ignorance and just repeated back my order. For my time there I tried to figure out why any staff members would pretend not to speak English. I’m at a loss. I was further insulted by the manager of The Privilege Lounge. The Privilege Lounge is approximately the size of two queen beds. It has 2 sofas and a couple of chairs. Its ridiculous to consider this a perk for the Privilege Guests. One morning after breakfast I went there for some quiet time. I was the only one in the “lounge”. One of the staff members was loudly placing China back in one of the shelves, then all the bottles fell out of another cabinet, a door made a loud obnoxious noise each time the hinge popped, one of the cleaning people went through with her communication radio on full blast, and then the staff started singing. I was at a breaking point. I asked them to please stop. Enough was enough. The room manager rather rudely informed me I was wrong. They weren't doing anything wrong and he later left the lounge singing. The Staff would purposely prepare the specialty dinner desserts incorrectly. Dessert that should have been served cold were served hot and hot were served cold. The Warm Chocolate Muffin with Vanilla Ice Cream was served cold. My small lobster tail was overcooked and tasteless. While leaving the resort I dropped off my review card to someone at the front desk. I’m sure the minute my back was turned my card, with its negative comments, was destroyed. Lastly, room preparation and my air conditioning. It appeared that no-one had been in my room for several days before my arrival as many of the lights were unplugged and my air conditioning was not turned to a lower temperature until the bellman did it as he was leaving after dropping off my suitcase. It took over 2 days for my room to start to get comfortable. On the second day I went back to my room for a nap, which was not going to happen because house keeping in the room above for 25 minutes moved furniture to prepare that room for an incoming guest. 2 housekeepers could have done this in 1/2 the time and a lot less noise with due consideration to the guest below.