TripAdvisor Traveler Rating

Worst resort I have been too we we where here October 21st -28th woth our 6 kids when we do our check in they tell us one of or rooms has to be in a different resort it was a joke no matter what I said the front desk didn't care the worst person there was the so called supervisor Alexander Rogelio. 3 of my kids had to get on a shuttle every day come to our hotel one of them was 10, 16 and and my wife and 3 other kids weren't allowed to go to their resort because it was an upgrade resort it was a complet joke ot eas the first time we have been able to do a full family vacation and this is what this place did all because they said they didn't have another 2 bed room. As people checked in every day in a family resort they never fixed the problem. I would never visit a bascelo resort

My family and I have stayed at the Barceló Maya every year since 2010. We love it! We have stayed at every section except the adults only. The Colonial is centrally located within the complex, so it is only a short walk to the sports bar, mall, spa, tennis courts and water sports desk. Every employee we encountered was friendly and helpful, especially Julian at the Caribe buffet. We ate breakfast in his section every day even though it was not the closest buffet to our room. Our room was clean, cool and comfortable. The beach is sandy and the clear water is great for swimming and snorkeling! Yes, there are rocky sections, but they are easy to avoid. It’s true that not every employee speaks perfect English, but we were able to communicate just fine with our high school Spanish. The only reason for four stars: the dolphin prison! We don’t support keeping dolphins in captivity and wish the Barceló didn’t either.

This was a great vacation for my family. Beach was great with plenty of lounge chairs. Service, food and entertainment was fantastic.

Our honeymoon experience was ruined. People came into our rooms while we were sleeping, unannounced, no knock. We had a safety issue with our room and had to move quickly to another. They couldn’t accommodate our allergies at the buffet and we were insulted and harassed by the waiter Ricardo at the Colonial Buffet for not speaking Spanish. We also got overcharged at a shop and we were supposed to have a discount with Premium level. They’ve also tried to cover up what they’ve done and deleting our review.

I had a very disappointing experience at the Colonial Hotel Resort in Riviera Maya, particularly at the à la carte restaurant. The customer service was appalling, especially when dealing with guests with special needs. One of the staff members, showed a lack of respect by demanding guests change their clothes, even offering his own pants, which felt humiliating. The staff showed no understanding or empathy towards autistic guests, treating everyone with the same indifference. It was clear they cared more about making money than providing a welcoming, supportive environment. This lack of care really made the stay unpleasant.