Ratings based on 853 Verified Reviews

4.2 out of 5
87% of guests recommend
4.3 Room cleanliness
4.2 Service & staff
3.9 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Families
by A verified traveler from Idaho

Great Beach!

Posted Dec 8, 2017
Pros: Able to explore all 4 resorts and the great beach. Nice having food/drink available for teenagers. The staff was awesome- so friendly and helpful.
Cons: More snorkel gear to rent, rooms repaired.
Location: Nearby all the eco parks and Coba and Tulum ruins. Didn't make it in to Playa del Carmen but heard it is very nice.
This is a great all-inclusive. Grounds were beautiful and extremely well groomed and clean. The staff was ultra friendly. The beach was beautiful and never crowded, no vendors either. The food was average though. Picky eaters would have a tough time with the buffets. The Ala Carte restaurants were hit or miss as well but not bad at all. Take your snorkel gear- tough to rent any. Plenty of reef and fish within in yards of the beach. Some wait time on the other rental items as well so be flexible. Rooms were spacious and we had a nice balcony overlooking the jungle. They were showing some wear and tear though- Exhaust fan didn't work, missing tile/caulking.
3 out of 5
by A verified traveler from Tampa

Few Issues

Posted Dec 1, 2017
Pros: It was beautiful, offered a lot of ammenties, great location.
Cons: Rooms needed updating, improve the food quality at the buffet, Representative needed to be more informed about the Excursions that he was selling....
Location: The location was ok, the excursions need to be more reliable. The Expedia Representative needs to be better informed and more helpful.
The property itself was beautiful!!!! The staff was very nice and pleasant.The room was very clean!!!!! The only problems were with the room: The smell of mildew was overwhelming. Kept the fan on, and the air conditioning up thinking it would solve the problem. Unfortunately, when we got home washed all the clothes, even put extra fabric softner in to alleviate the smell, but that didn't help. The room could have used updating. The food: The buffet was not so good. Food was bland, tasteless, cold. Although there appeared there was a big variety, there wasn't a lot of choices. 1 day they didn't even have butter on either side.????? The Specialty Restaurants were good, but food was overcooked and dry. Great menus. Pleasant staff. 1 thing we would suggest is that when a large group of families come in, that they keep the children with the parents. Several nights were ruined because of the unruly children, and the wait staff did nothing. The Expedia Representative was uniformed about the Excursions, which led to an unpleasant trip for all in our party. The Excursion included Ziplining which was inoperative, which was the main reason for the Excursion. He did not inform of the terrain and the use of bicycle riding to see the Ruins.... Later when asked about the conditions, he said very rudely, we should read the brochure more closely......????? Wasn't that his job????
Comment from Hotel Management
Dec 7, 2017 by Barceló Tropical Manager, Hotel Management
Firstly we would like to thank you for taking the time to share your impressions regarding your recent stay at our Barceló Tropical hotel. It is only through feedback such as yours that we are able to maintain and improve upon the service that we provide to our guests. Thank you for your lovely comments regarding the service you received from our team members, we will make sure to share your kind words as we know it will mean a great deal to them. Thank you for your insights regarding our buffets, although we lament reading that we weren't able to meet your culinary wishes on this occasion, please rest assured that your comments will be shared with our Chefs to enhance our future guests' dining expériences. We´re sorry about the problems in the room, we could help you with that if we knew about that, for a future occasion please do not hesitate to contact our réception team who will assist for you to fully enjoy the comfort of your assigned room. We appreciate the time you took to share your concerns, and it is our hope that you will give us the opportunity to better serve you in the future.
2 out of 5
by A verified traveler from michigan

Lots of potential but no will

Posted Nov 30, 2017
We stayed at this hotel last year which was a story of its own but it ended up ok. So we decided to give it on more chance just because of its beautiful beach. Hotel itself is beautiful until you get in the room. We were given a nasty dark room with stains all over the 3 sofas and accent pilows with no balcony but with kitchen like I was going to cook there. Did not accept the room and we were lyed to that there was no other room available for hour and a half on a half empty hotel. Could not figure why. Finally they give us another room which had safe unable to lock. It took 10 calls to the lobby and trip to the expedia representative fot them to fix the safe next day. Every time you call the lobby for something " they are sending somebody right away" but that somebody never comes but you have to seat in the room and wait for them. When you call to check what happened, again "in 5 minutes" , never. There was a tray with two coffe mugs in the room but no coffe maker, I asked for it ,first they told me was fricking optional , then somebody admited that it was included. It took them 3 days and again expedia guy and 10 times calling to the lobby for them to bring the coffe maker but no coffe. I just gave up on the coffe. We were 2 adults and 2 kids in the room and they kept leaving us only one bottle of water in the mini bar and two beers. I had to walk to the lobby bar every day after beach to get watter for all of us. I kept complaining about it also but nobody cared. No foo
Comment from Hotel Management
Dec 2, 2017 by Barceló Tropical Manager, Hotel Management
Although we sincerely regret your disappointment with your stay in our Barceló Tropical, we would like to thank you for sharing your comments as it will help us to identify areas of concern and act immediately so as to enhance our future guests' experience among us. Since this is an all inclusive resort in our rooms has no kitchen or place to cook, we have different buffets and restaurants to have a meal. Our staff's service and kindness is one of our main strenghts and we are quite disappointed to hear that you felt we underperformed in this area at our the réception desk; nevertheless we will not fail to share your comments with our head of department for information and further revision. We appreciate the time you took to share your concerns, and it is our hope that you will give us the opportunity to better serve you in the future.
2 out of 5
by A verified traveler from CHICAGO

SERVICE AND ROOMS

Posted Nov 28, 2017
Pros: JUST THE BEACH
Cons: CUSTOMER SERVICE, ROOM ISSUES AND FOOD
WE CHECKED INTO THE RESORT AND WERE GIVEN THE ROOM KEY. WE CAME IN THE ROOM WAS HUMID AND HOT. THE BAGGAGE ARRIVED ABOUT 20 MINUTES LATER AND I TOLD HIM TO SEND SOME ONE TO CHECK THE AC, BROKEN DOOR HANDLE AND STICKY HAIR DRYER. WE WERE TOLD SOME ONE WILL BE THERE ONE HOUR AND HALF PASSED AND NO ONE SHOWED UP. WE SPOKE TO THE FRONT DESK 6 OR 7 TIMES IN 6 HOURS AND NO ONE SHOWED UP WHERE WE WERE TOLD SOMEONE WILL BE THERE IN 15 MINUTES. FINALLY WE WENT AGAIN TO FRONT DESK WHICH IS A WALK AND WERE TOLD TO GO TO DINNER AND EVERYTHING WILL BE TAKEN CARE OF AFTER DINNER ABOUT 10 PM THE AC STILL BROKEN, HAIR DRYER STILL NOT REPLACED AND STICKY AND THE DOOR HANDLE HAD A OVER SIZED SCREW THAT BARELY KEPT IT PLACE. WE WENT TO THE FRONT DESK AND ASKED TO SPEAK TO A MANAGER A FEW TIMES AN EVER TIME THE MANAGER WAS ON BREAK OR EATING WITH THE COMMENT FROM THE FRONT DESK THAT HE LIKE TO TAKE LONGER BREAKS. WE WERE FINALLY GIVEN A DIFFERENT ROOM AFTER 7 HOURS OF INCONVENIENCE AND FRUSTRATION OF GOING BACK AND FORTH WE WERE GIVEN A DIFFERENT ROOM WHERE WE HAD TO PACK EVERYTHING AGAIN TO MOVE. NO APPOLOGY FROM ANYONE.
Comment from Hotel Management
Dec 2, 2017 by Barceló Tropical Manager, Hotel Management
Although we sincerely regret your disappointment with your stay in our Barceló XXX, we would like to thank you for sharing your comments as it will help us to identify areas of concern and act immediately so as to enhance our future guests' experience among us. We want to apologize for not being able to make you feel supported when having an issue with your room, we do our best to offer a caring and personalized service giving all the possible solutions to make sure you fully enjoy your stay among us. Thank you again for your visit and constructuve critics, our primary goal being to assure our guests feel comfortable and fully enjoy their visits, we are eager to regain your confidence during another occasion if you gave us that chance.
5 out of 5
Recommended
for Families
by A verified traveler from NEW JERSEY

Posted Nov 10, 2017
Pros: пляж
отличный отель для семейного отдыха. вкусная еда отличный пляж
Comment from Hotel Management
Nov 26, 2017 by La Gerencia Barcelo Maya Tropical, Hotel Management
We are thrilled you enjoyed your recent stay with us. Thank you for making us your choice hotel when visiting the area. We look forward to welcoming you back again very soon.
4 out of 5
Recommended
for Everyone
by A verified traveler

Posted Oct 23, 2017
This was our 4th time at Barceló ! We love this resort and highly recommend it. Our only fear is that it is becoming a water park with tons of extra water activities that need to be paid for outside the exclusive. Although many people like the new shopping mall, our opinion is that it takes away from the actual resort feeling. We prefer the old vendor flea market type. It is becoming very very modernized in many areas. Would rather see money spent on updating the rooms, etc than becoming more modernized. The updates are good but we still like the feel of the good ole beach resort.
Comment from Hotel Management
Nov 23, 2017 by La Gerencia Barcelo Maya Tropical, Hotel Management
We first would like to thank you for making our Barceló Maya Tropical your preferred choice for your holidays in Riviera Maya , it is always a pleasure to welcome back our most loyal guests year after year.
4 out of 5
Recommended
for Everyone
by A verified traveler from Tucson

facilities are nice and clean

Posted Oct 18, 2017
Pros: the beach and staff friendliness
Cons: pools to be opened later than 7pm, drink service on the beach not just the pool
Location: location is a little far from the cancun airport but is nearby xcaret and xplore (15 mins)
the food and the staff are very friendly. although upon arrival the sheets in our room were dirty the staff changed them right away with no problems
Comment from Hotel Management
Nov 21, 2017 by Barceló Maya Tropical Manager, Hotel Management
We greatly appreciate the time you spent to review your recent experience in our hotel, at Barceló we always strive to exceed guests' expectations and your comments will help our teams reaching that goal.
4 out of 5
Recommended
for Everyone
by A verified traveler

Well maintained clean staff friendly

Posted Oct 15, 2017
Pros: Convience
Cons: Simplify directions and instructions
Location: Good activities but getting expensive
Always enjoyed our stay and have had a good experience
Comment from Hotel Management
Oct 16, 2017 by The Management, Hotel Management
Dear Anonymous, Thank you very much for leaving these wonderful comments, we are delighted that you enjoyed your stay among us. Kind regards, The Management.
5 out of 5
Recommended
for Everyone
by A verified traveler from new york

Amazing vacation

Posted Oct 15, 2017
I just came back from a 10 day vacation and love it. The hotel is simply amazing. The staff also (Cesar, Paco, Eduardo, Angel, Alodaj,Oscar,Gabby, Celsa) were the best, we had a great time with them. The hotel is very clean and safe. You will not get bored there's always activities around. There's also a casino bowling alley, mini golf and dolphins center and many more in the resort. The food was really good and plenty restaurant to eat. You will not be dissapointed going there. The beach is a bit rocky , just bring shoes and you will be fine, is really clean and close the rooms. There so much good things I can say but the overall experience was amazing,Me and family had the best time and ready to go back again
Comment from Hotel Management
Nov 20, 2017 by La Gerencia Barcelo Maya Tropical, Hotel Management
Thank you for reviewing your recent stay in our Barceló Maya Tropical. It is wonderful to hear we were able to make your stay special from the moment you arrived until the moment you departed.
2 out of 5
by A verified traveler from New Jersey

Absolutely would not recommend!

Posted Oct 9, 2017
Pros: Restaurants
Cons: Customer Service
Location: No comment!
Upon arrival, they wanted to send us to a another (cheaper) Barceló hotel since they didn't have rooms available in Tropical. I called one day prior to confirm my reservation and all was good 18 hours before. Hmmm. Then I refuse (since I paid for Tropical and not Beach) and they leave us in the lobby for 3 hours on sweltering heat and humidity with 2 small children (no AC) and give us a room (with one bed) that had MOLD and smelled like MOLD. All 4 of us slept in one bed. On the second day, after 4 visits to the reception, they send a crib (which we were told someone will bring in 10 minutes). Every day, for 5 days they would tell me that tomorrow we will have another room, and every morning they would tell me "sorry, we don't have any rooms available". Customer service is HORRENDOUS! They just smile and give you a nothing burger - all day long! We drank nothing but water and on occasion, beer. Anything else sucks and tastes horrible! Food is so-so on the buffet side and restaurants are a bit better. But you have to have reservations, reservations, reservations for everything! It's like NYC and going to work again. I am not going there ever again. Way too huge and the experience wasn't what we paid for. You're just a number for them ($) nothing else. You constantly have to complain to get results.
Comment from Hotel Management
Oct 16, 2017 by The Management, Hotel Management
Dear Al, We have received your comments regarding your recent stay at the Barceló Maya Grand Resort. Feedback from our guests is essential to improve our services and achieve our goal to fulfill your expectations. Regarding hotel location, Barcelo Maya Beach, Caribe, Colonial & Tropical are part of a Complex, sharing facilities and services therefore our guests enjoy the same benefits by staying in any of them. We do not book one hotel instead of the other as they are the same category, please allow us to apologize for this wrong impression and misinformation and any inconveniences this lobby re-assignment might have caused. We are terribly sorry to hear it took our reception team a long time to provide as they are usually known for their swift and prompt reactions. We are sorry to read that our buffet offer did not live up to your expectations as our professional Chefs strive to surprise our guests with a high standard gastronomy and the possibility to savor the best of the local cuisine as well as the finest international delights. As for the a la carte dinner reservations we have this system in place in order for us to provide the amount of dinners according to the package they have acquired. We were most concerned to read your remarks on the service you experienced whilst staying among us, mostly because your comments do not reflect the usual standard of service we strive to ensure for our guests, nevertheless please rest assured that your review will be shared with our head of departments for information and further revision making sure this doesn’t happen again. Kind regards, The Management.