We are in our 40’s, traveled to the Mayan many times before and have stayed at 5 (Royal Playa Del Carmen) star and 4 1/2 stars (Bahia Prin. Akulmal; Barcelo Resorts), and several others. We traveled with our 10 year old grand-daughgter, and another family with a 10 year old and a 15 year old. This hotel is two mirrored properties (Turq. and the Coral), which share everything. The Turq. is the newer of the two. Both are are in desperate need of an update. The hotel offers a privlege upgrade (double the cost and definately not worth the money) as the only thing you recieve different is you get into the restaurants faster and you get a tub and shower on your balcony (no privacy, so anyone walking by or in the room next to you can see you).
The location of the hotel was not great. It was nice being close to the airport but to get a taxi or a bus was rediculous and vey expensive. We were so off of the main road that you could not walk it.
Arrival:
Arrival was a bit odd. When we arrived, there were tables lined up in the lobby with two people standing behind them. They asked for our hotel vouchers and handed us envelopes with our room keys and towel cards. There was no opportunity to request a room change or upgrade.
Rooms: As we were travelling with another family, we had asked that our rooms be close to each other. We were in two buildings away from them. Also, we were given a king size bed, which meant that the 3 of us had to sleep in one bed. We asked to be moved and got the same ole story that they had no rooms. However, after some persuasion, we were moved to the room next to the our friends. This room also had a king size bed and apparently was the ONLY room left in the hotel. The rooms were a good size. No drawers to put away your clothes and not enough hangers so we all lived out of our suitcase. Made it easy for packing when leaving but certainly not convenient for the week. The room also had a good size balcony with 2 chairs and a small talbe. Our partical ocean view faced the ocean but the view was partically obstructed because of the man made jungle between our room and the pool/beach. Not sure why any hotel would do this as it only makes the moquitos and bug situation worse. The beds were very low to the ground and VERY hard and VERY wet from the extreme humidity in the rooms. There was a pullout couch that I would not let my dog sleep on. It was as sturdy and thin as a wet kleenex. rooms were very moldy smelling, dark and in need of an upgrade. I purchased a can of lysol while in Playa Del Carmen, which worked for a few minutes and then the mold smell was back. The pillows on the bed were full of black mold. Requested new pillows, which were delivered immediately. The AC worked fine. The fridge worked just ok. Our fridge was replaced the day before we left. Not sure why, because we did not complain or request this. The fridge was NEVER restocked. The shower and toilet were seperated into glass cubicles. The bathtub was in open view. No privacy. Our shower flooded the room each time we used it, making walking in the room very dangerous. There were what appeared to be security eyes (one on the bathroom and one looking onto the bed). We have seen these at other hotels, however they served a purpose. The Royal Playa Del Carmen used them as motion sensors to control the AC in the rooms. The ones at the Ocean Turq. appeared to serve no purpose and one has to wonder what they were there for. We found it very strange that several hours after dinner one evening we were approached by a staff member while we were nestled in a corner in the resorts huge lobby. They knew me by name and room number. I found that to very strange. How did they know who I was and where I was? What are these little camera’s monitoring?
Restaurants and Bars: The food was good HOWEVER, the no reservation thing is terrible. In order to get into one of the 4 al la cartes, you must attend the restaraunt when it opens, give them your name, wait for 3 hours for a table (not leaving the area – nowhere to sit by the way or get a drink). Then once inside, you wait another hour before you eat. Can you imagine doing this with small hungry and tired children? Not a good experience. The Japanese rest. was ok. We enjoyed the italian, mexican and the steak and seafood (note, you have to pay extra for lobster and better quality steaks at the steak and seafood one). The buffet was good. Cooks and servers were very nice and accomodating. We found that if you tipped first you recieved better service. The bars were another story. If you are not spansih or from italy (we are italian, but from Canada), you will not get served or will have to wait forever to get served. This was the case at the pool bar. It was so bad that we ended up going into the hotel lobby to be served. The hotel lobby had good service during the evenings. During the day, the service around the pool and beach were nil, unless you were in the privledge section.
Another complaint shared by many was the beach buffet. You had to be completely dried and covered to enter.
Beach/Pools/Grounds: Had 4 pools, visited all 4. Pools ok, clean most of the days. Some pools have missing tiles. Temp. was nice in all 4. Only one of the pools had a bar. Only one of the pools had an eating area close by. It was an open area with lots of birds flying around. Not great if you don’t like birds. The beach was long, had powdery white sand BUT the ocean and shoreline was full of seaweed. It was more like millions and millions of little sticks. Apparently the beach is always like this because of the coral reef. My daughter stayed as the hotel next door (5 star Paradisus) two years ago and her only compaint was the beach.
Towel cards are also a pain. For one, the towel station is located at the Coral side and you can only change your towel once a day. If you lost the towel or if it was stolen from you, you were charged $35. The towels, longe chairs, umberellas etc… were old and run down.
Activities on and off the Resort/Hotel: The evening shows were held indoors in a smal theatre in the coral section of the hotel that accomodates approx. 200 guests. Never enough seating as the resort has over 1000 guests. Very crowded and hot. Only stayed for part of one show. The pool bar offered dancing in the evenings before and after the shows. Again, not enough seating. This was apparently their version of a disco.
As for daytime activities, not great. We made our own fun.
Other Comments: If if wasn’t for the great company we had with us on this trip, the decent food, and wonderful weather, we would have been very depressed. This resort is jut ok. We would not stay here again because we have experienced other places in the Mayan that are true 5 and 4 1/2 star properties. There were just too many unhappy guests and some strange things happening here. From a honeymoon couple having their wedding bans stolen while they slept to being made to feel like low lifes if you were not a "privledged" guest. We did not experience the same friendly and superb service that we are use to. I would be happy to answer any questions at cta-associates@cogeco.ca
Teresa