This new hotel, included in Barcelo Maya Palace Deluxe, consists of 144 luxurious and modern rooms. Let yourself be seduced by these rooms designed to offer you an unforgettable stay. In addition, the Club Premium Deluxe guarantees you an endless range of exclusive services such as check-in & check-out in a private lounge, with canapes and premium drinks, international newspapers and a concierge a
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Harbour View
Business
Languages Spoken
Spanish
Location
Carretera Chetumal-Puerto Juarez Km. 266,3, 77750 Mexico
Name/address in local language
Premium Level at Barceló Maya Palace
429 reviews
Getting there
Car recommended
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
We stayed in a junior suite in the Oaxaca building which is fair distance from the lobby, but discovered close to one of the internal double decker bus stops. The walk is fine even with our little ones who normally complain. The grounds are beautiful with shaded areas and sometimes we’d see birds and lizards which make it entertaining.
Pools galore and someone is always ready to give you a water bottle or drink. Easy to secure or find lounge chairs and hammocks in shaded or non shaded areas. Rooms and bathrooms throughout the resort is always clean. Fitness room is basic and good, again with a water bottle ready at each machine.
The giftshop was good to get anything you might have forgotten. Laura was very friendly and personable whenever we went there (we were in a hunt for Gatorade). She was fun to talk to generally.
Barcy Club was great. Our kids are 7, 9 and 11 years old and Karla, Fabiola and the entire staff were awesome. Some of the activities were too young for our 11 year old, but nonetheless some activities were great just to get the kids out of the afternoon sun. Our youngest son’s skin is sensitive under the sun so he looked forward to all the Barcy games (indoor and outdoor) and prizes and was always asking what the schedule was the next day. Karla gave us some good tips on where we should take the kids on excursions.
Food in buffets are just that, food in buffets - quality for mass quantity. We ate lunches at the coral grill and also tried the grill at the hotel next door and it was quieter and less hectic. Specialty dining is always a must to end of the day and to have some decent quality family time. The restaurants always had good service and generally felt cleaner and tasted great. They catered to our son’s allergy and when we requested just plain rice and bread at Rodizo when he was sick they served that to him as well.
Natalie from the entertainment/activity team was awesome. She kept activities such as bingo, ping pong, and Zumba a lot of fun.
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Date of stay: January 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from BarceloMayaPalace, Gerente at Premium Level at Barceló Maya Palace
Responded Jan 20, 2020
Dear guest, We would like to express our gratitude for the comments you have made about your recent visit, since they help us understand how our guests enjoy their stay with us. It is always our goal to achieve maximum customer satisfaction and we are delighted to hear that you enjoyed your vacation at the Barceló Maya Palace hotel. We continually strive to offer the best quality and ensure that all our guests return home with beautiful memories of their vacation. We are delighted to see that you really enjoyed the beauty of our facilities and the best service or our staff. It is our intention to offer a nice and clean accommodation so that our guests can still enjoy their vacation memories once they are back home. On the other hand, we thank you for highlighting the friendliness and enthusiasm of our staff, they are the main strength of our hotels. We will congratulate all of them on their behalf for the contribution they have made for their well-being during their stay with us. Once again, we thank you for this wonderful opinion, it has been a pleasure for us to read it and we look forward to serving you again soon. Regards, The management.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
So I booked this family vacation 6 months in advance for 4 rooms. We were put in the farthest building from all amenities. So it was quite a hike to go anywhere. My husband had an accident a couple days before we were to go there and was hobbling around with a cane in a lot of pain. I asked to get something closer to amenities but they were unable to accommodate. When housekeeping took dirty towels they did not always replace them. Room service at night was extremely slow, it took 2 hours to get order and we were sleeping by then. It is a beautiful resort and did enjoy the buffet and restaurants. Make your restaurant reservations as soon as you arrive as they fill up quickly and you won't get in.
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Date of stay: November 2021Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Barceló Maya Palace, General Manager at Premium Level at Barceló Maya Palace
Responded Nov 30, 2021
Dear Guest, First of all we want to thank you for your preference and we appreciate the fact that you took some time to write your feedback about our resort. As a hotel is it is very satisfactory to see that our guests enjoyed their stay here, and we will continue providing the service with the same quality and improve day by day to over exceed our guest’s expectations. It will be a real pleasure to welcome you back again ! Best Regards. The Management
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Barcelo Palace is one of out favorite resorts we love to go. This year made our 11th trip and we really had a great time.
The great thing about this resort is the staff, always friendly and attentive. We always look forward to seeing Angelica Acosta, Manuel Gonzalez, Lazaro Soliz, Enrique and Alejandra Espinoza to name a few. If you stay at this place, take the time to get to know them, nice folks. The food, coffee is always great and always served with a smile. The rooms are spacious and well kept.
My family and I, 11 in total were there this past August. One of the biggest complaints we have about this time around was the total confusion at the VIP checking. We always choose to go with the VIP service because it allows us to have better options for room selection, fast checking & checkout service. We arrived at around 1:30 PM and finally were able to be serviced at around 2:30 PM. By the time we were done it was 4:30 PM. 2 hours of confusion, it really felt like we were sitting through one of those horrible time share sales experience. It felt like we were sitting through a timeshare sales pitch! The person at the check-in appeared very confused and continued to make mistakes. So after all that and just when we thought we were done, my son in law was called later in the day and was told that they had made a mistake with the total cost for the room. The next day, another call to my son in law about another mistake and another payment needed to be made. In all the years we have been visiting Barcelo, this was the worse we have experienced. Summer time is the slow season for most of the resorts in the are due to hurricane season and this is what we experienced; I hate to see what it would be like during the peak season.
I hope this is corrected quickly, otherwise I can see loyal clients like us moving on and that is a real shame!
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Date of stay: August 2021
Rooms
Service
Sleep Quality
Room Tip:Pool or beach front rooms is always my recommendation.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Barceló Maya Palace, Director General at Premium Level at Barceló Maya Palace
Responded Oct 31, 2021
Dear Mario, Thank you for your insights following your recent visit. We always look for ways to improve and your comments are crucial to our future success We have taken good note of your remarks related to the service you received upon check in and apologize for the exceptional wait you expérienced upon your arrival, we will do our utmost to improve on this aspect of our services and extend our sincere apologies for any inconvenience caused to you and your loved ones. Thank you once again for making us your choice hotel and for your constructive critics, we certaily look forward to serving you again and to have the opportunity to exceed you expectations in a not too distant future.
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If you are looking for a quiet and calm place to relax and enjoy the tranquility of the nature, this is definitely NOT the place. We paid for a premium level with ocean view and we received a room with a pool view. The A/C thermostat was not working so a maintenance worker had to replace it. Still, we called the front desk to request another room and gave us another room on the 2nd floor with the ocean view. The main problem was that huge hotel speaker in the pool area right in front of our room, playing music all day extremely loud (not to mention horrible music... reggeaton and banda) I felt like in a cantina. You could hear that horrible music from everywhere. I came to this place to relax not to hear all that noise. EXTREMELY NOISY!!!
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Date of stay: August 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Cristian Romero, Director General at Premium Level at Barceló Maya Palace
Responded Aug 10, 2020
Dear guest, Although we sincerely regret your disappointment with your stay in our Barceló Maya Palace, 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 are sincerly sorry to read your dissatisfaction with the view from your room, however we would like to take this opportunity to clarify that we allocate our rooms in accordance with the room category for which you can find a thorough description in our website, in Barceló Maya Palace we do not mange "ocean view" rooms, we manage "ocean front", for a future occasion we strongly recommend you to visit our website or to contact our call center from where our agents will be able to give you all the relevant information on the hotel of your choice to make sure that you book the accommodation type that best meets your holiday needs and wishes. On the other hand, I would like to offer our sincere apology if your rest was interrupted by the noise generated by other guests, in these cases our hotel has a very strict policy in reference to this and we take immediate actions to eradicate the noise that distorts the rest of our guests. 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. Sincerely, The management.
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After a relaxing three days at another resort nearby we moved to the Barcelo Palace. We actually had booked at the Colonial, but they moved us to the Palace, because the Colonial is clised due to Covid-19. Not a problem, but would have been nice to know. We were greeted at the doors by great staff and welcomed in. We were escortes to the Premier Lobby to check in. Beverages served as we completed check in. We were told to make reservations for dinner for the 4 nights we were staying right away. No reservations before 9:30 were available for the first 2 nights of our stay, except for at the buffet! Not late night diners so we felt kinda put out we could only eat the buffet during our stay. We were able to get reservations for 7:30 on our 3rd and 4th nights (still later than we would like). Raul didnt seem that it was a big deal at all. We could not get into the seafood restauant at all during our stay. I asked if were were to come again if we should call ahead. No, you cant make reservations until you arrive. We had just left another property were we ate at the fine dining restaurants each evening at whatever time we chose. We got to our room to find our Ocean Front Upgrade" we paid for overlooked the loud crowded kiddy pool! Not exactly what we had in mind. I asked Raul if he had anything else. I felt like he though I was asking a lot. He told me he had one other room in the furthest building, but he gave me the kiddy pool room because he thougbt it would be better for my husband to be closer to the main hotel area. Huh? My husband is middle age, not over weight and in great shape. Not quite sure where that came from. He raised his voice and told me it was an ocean front room as we asked. We chose not to move because our friends we were traveling with were in the same building. Hoping we will not have to spend anytime during the day in our room! Went for a walk while we waited for our luggage to arrive. When we got back to our room over an hour later, no luggage. Had to call raul back and ask for it. The buffet was good when we had dinner but not quite the fine dining you expect at an all inclusive. Kids are running down the hallway as we tuck in for our first night. I think we wont choose Barcelo again. Not the getaway we hoped for at all.
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Date of stay: January 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Barceló Maya Palace, Director General at Premium Level at Barceló Maya Palace
Responded Mar 1, 2022
Dear Guest, First of all we want to thank you for your preference and we appreciate the fact that you took some time to write your feedback about our resort. We want to apologize for any inconvenience caused during your stay , we are sharing this comments to all heads of the departments in order to improve in our areas of opportunity as the ones you´ve mentioned. We apologize once again and hope you can give us another chance to welcome you. Best Regards, The Management.
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We are a family of 6 and had 3 dirty rooms, terrible buffet food at the Coral for lunch and dinner at the Hacienda food was medicore, the room is lit up like a high school cafeteria and when we wanted to sit on the outdoor patio they would not let us put 2 tables together and non of the staff would explain. The pool area is loud and the entire place is worn our and tired. Most of the staff seemed disinterested in good service. We had to check out the next day after spending 3 hours trying to communicate with the manager Brenda Silva only to find out that she was not really the person in charge! The mixed drinks are watered down and overly sweet...they make a terrible margaritta....really sweet, hardly any lime. Non of the cooking staff where rubber gloves....We all have upset stomachs, thank you Barcelo. I will never trust the reviews on Trip Advisor again.
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Date of stay: May 2022
Value
Rooms
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Barceló Maya Palace, Director General at Premium Level at Barceló Maya Palace
Responded Mar 12, 2024
Dear Guest, Thank you for your contact, we are sorry that you left with this negative view of our property that not allowed you to fully enjoy your Vacation. I can let you know that all guest comments whether negative or positive are very important to us, as they show us the areas that we need to improve. We will be happy to receive you again one day with a guarantee that we can exceed your expectations. Warm regards, The Management.
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Overall the resort was beautiful and the kids had fun. I was disappointed with the "premium level". We didn't find it of any value. Upon arriving there was no greeting like other resorts with a drink ready upon arrival. The private check in had just as long of a wait except you were able to be seated and get served drinks. Once check in is complete you can book two restaurants in advance instead of one. We were not able to get our restaurants of choice during this visit. Also most of the items listed on the premium are now included with a basic stay. The paperwork has not been updated so don't be fooled. Also there is no turndown service at night, and the bottle of champagne you receive is one of those mini bottles. My last two issues were that nobody checks for premium. You can still ask the bartenders for premium liquors. we also ran into some issues with the room being cleaned and removing our room service dishes. I did try to address some of these issues with front desk supervisor, but I never received any feed back. They were able to make arrangements for one of our second choice restaurants as a courtesy. I think the problem is that the resort is just so big you won't get that small attention to detail. There were times during dinner/buffet that we finished before even getting our drinks. I feel if I didn't do the premium upgrade I would've had a better time instead of being annoyed that I paid so much extra for nothing. I would've used the money for some additional experiences. Overall if you're looking for a clean property, great location with plenty of onsite amenities this is the place. I would also consider getting two rooms if youre a family of 5 or more since there is only one bathroom/shower.
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Date of stay: June 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled with family
Room Tip:Book reservations right away, ask them to keep a credit card on file for purchases, tip well to...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
We came to celebrate my nephew’s 50th birthday with lots of family and had the most amazing time. The entertainment staff of Carlos, Ari, Eduardo, Esteban, Marianna, Samantha and David give 100% to every activity and dance they do. They made our trip incredible!
The water park staff of Daniella, Marco, Nestor, Edison, Monica and Pricilla treat my husband Douglas like a king. He loves the Flow Rider and it’s one of his favorite things to do here.
Our dinners have been amazing and we have a hard time picking a favorite restaurant. The premium check in worked hard to get us rooms closer to the front. We learned that when you reserve your room it is important to request ground floor and rooms up close and together. It took a few days but they finally got it for us.
We have traveled here quite often the last few years because of the fantastic way we are treated. Barcelo is our favorite vacation destination.
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Date of stay: October 2023Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Barceló Maya Palace, Director General at Premium Level at Barceló Maya Palace
Responded Mar 7, 2024
Dear Guest, It is a great honor to read your comments. We always strive to provide our guests with the highest levels of satisfaction and we are pleased to know that we achieve this goal with you. Knowing that their holidays have left them satisfied makes us feel very proud of our hotel and staff who make everything possible. It was a pleasure to host your vacation and we hope you will provide us with an opportunity to assist you again on your next vacation. Warm Regards,
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This is a fabulous resort! Our room was awesome with plenty of towels, cleaned daily and the bar fridge was kept stocked with a good selection of drinks. Food quality and selection was amazing especially the buffets. We ate at just one A La Carte, the Rodizio. Steak was excellent but we preferred the buffet purely because we like to try lots of different things. We enjoy seafood which was in abundance. The resort is huge so lots of walking, but there is a shuttle bus that runs throughout the resort which runs about every 10-15 mins. Beaches are clean and tidy with lots of shade and loungers. The Mexican people were happy, extremely polite, and very eager to assist with anything that was needed. We stayed for a week and will definitely return!
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Date of stay: April 2024
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Skeleton staff because of covid, but when traveling with friends you always have a good time! When eating at the buffet we had to pick out what we wanted and the staff got it for us. No top shelf alcohol, again probably because of covid. Only concern was in the japanese steak house when they sat other people right next to us without asking if we were ok with it. That's just a little too close and made is feel uncomfortable. The resort itself is wonderful and the staff very friendly 💜 This was our eighth time visiting barcelo, we definitely prefer the adult side!
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Date of stay: December 2020Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Barceló Maya Palace, Director General at Premium Level at Barceló Maya Palace
Responded Mar 1, 2022
Dear Guest, We are very happy about your feedback as our main goal is to leave all our Guest satisfied . We will continue all the hard work to keep satisfying all our guests and we hope to host you back real soon. Best Regards The Management
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From what I have been reading, as of FEB 2020 the old alcohol serving hours are back, at least as far as the buffets go. So mimosas and bloody marys at breakfast are back.
There are more places to choose from in the Riviera Maya area.
PRICE RANGE
C$563 - C$1,111 (Based on Average Rates for a Standard Room)
FORMERLY KNOWN AS
Club Premium Deluxe at Barcelo Maya Palace Deluxe
LOCATION
MexicoYucatan PeninsulaQuintana RooRiviera Maya
NUMBER OF ROOMS
144
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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