Meliá Casa Maya - Cancun - All Inclusive

“We are long time guests at Meliá properties in Mexico & have had great experiences to date, which is why we trusted the Meliá name and selected the Casa Maya resort for a family spring break trip—but we were sadly disappointed. This resort was listed as a 4-star but I’d rate it 3 stars *at best*. Our first interaction was to inquire about the free shuttle, which is listed on their site as an amenity, but because (they say) it wasn’t offered at the time we booked, they wouldn’t honor it, so a day before our arrival we had to secure alternative transportation. Upon arrival, we were taken to the 5th floor for private checkin for “The Level” guests, which is supposed to offer upgraded access, which was nice because checkin downstairs was a zoo. There were snacks but no beverages offered to us. Our room wasn’t ready but we could use the facilities. On the positive, the one pool is very conveniently located next to beach for easy access to a beautiful beach. The water park was also great and had the best poolside food of the whole resort. But the pool area was very crammed, very busy. There were daily activities for the kids. BUT the buffet was pitiful and there was never guacamole or ice cream, like they kept telling us they “ran out”. And when it was available, it was hidden in the back & it had to be requested, only served when they wanted to serve it. Felt very understaffed & hard to get service, and much of the service was unfriendly. Many days we’d stand at the grill waiting to be served & no one would be there (during lunch time) until someone asked. No one manned the omelette station in the morning. For my family of 5, these are staple items 1) guacamole & chips, 2) ice cream, and 3) omelettes for breakfast—seems like very low hanging fruit for a resort of that size, and what we’ve come to expect from other Meliá properties but this one fell short. The rooms were nice and large, beds comfortable & rooms cool. Very happy with the rooms. Room service was available (for free for Level guests) but they were very rude when my soon ordered twice in one day & told him it was the last time. Also, as part of booking “The Level” we had access to a concierge who basically did nothing for us. She didn’t make reservations for us the first day, was “off” with no backup the 2nd day, didn’t respond til after 4pm on the 3rd day when there werent any reservations left before 9:30pm, and was just not what it should’ve been. The family Italian restaurant was the best of the 3 available, staff friendly & cocktails good. Buffet was not good & hot. The nightly entertainment by the pool was nice, good for kids. Overall, the resort was fine. The rooms could use some mending, the outside amenities could use some cleaning, and the service needs an upgrade—no one made us feel welcome, it felt like everything was a burden, when we paid for the highest level room and “The Level” service, we just didn’t feel comfortable there. Perhaps our expectations were too high given our prior experiences, we won’t be returning to this resort.”

“Excelente lugar recomendado para la familia excelente servicio las actividades excelente lo que también nos gustó que tiene un espacio para actividades de los niños puedes estar descansando mientras los niños están en las actividades las senoritas monset y merin del estaf de kids exelente los llevan a diferentes actividades recomendable nos ejercicios del gym con Elias exelente la comida deliciosa servicio exelente en las bebidas el señor José muy amable y súper atento abia un chico de Oaxaca muy amable en la área de bufet mercado el chico del lunes igual amable muy recomendable también comentaron las chicas que ahí cuidado de niños de niñera nos vamos felices del servicio (Translated by Google) Excellent place, highly recommended for families. Excellent service and activities. We also liked that they have a children's activity area where you can relax while the children are engaged in activities. The young ladies Monset and Merin from the kids' program are excellent; they take the children to different activities. We recommend the gym workouts with Elias. The food is delicious, and the service is excellent, especially the drinks. Mr. José is very kind and super attentive. There was a very friendly young man from Oaxaca working in the buffet area. The young man on Monday was also very friendly and highly recommended. The girls also mentioned that they offer babysitting services. We left very happy with the service.”

“Monse y Merly unas anfitrionas muy lindas, muy atentas a los niños, salían felices y las actividades muy entretenidas!! Seguro si vuelvo estarán felices de volver al kidsclub!! (Translated by Google) Monse and Merly were such lovely hosts, so attentive to the children. They left happy, and the activities were so much fun! I'm sure if I go back, they'll be happy to return to the kids club!”

“Estupendo en todo aspecto ningun problema (Translated by Google) Excellent in every way, no problems at all”

“Iván Cape Noe el mejor show men de Melia Casa Maya (Translated by Google) Iván Cape Noe, the best showman at Melia Casa Maya”