The hotel is very beautiful and the staff were amazing from the front desk, housekeeping and the bar and restaurant staff were amazing as well.

but breakfast which had numerous hot items and an omelet bar was really good

Overall a decent stay.

the bar sits right across the beach is just a great way to spend the day.

Goncalo was also fantastic at the Deck bar during the day and again at night.

Service at night at the bar right on the beach is great.

The staff is incredibly welcoming and friendly from the doormen, Front desk, to the breakfast service team, bar and restaurant staff.

Francisco and Gonzalo at the bar by the pool were excellent.

The beach is very wide at this point with many palapas to sit in the shade and waiters attending from Le Cap beach bar.

We were very impressed with the staff though, they were very welcoming, greeting us with our name and spoiling us rotten: David at Caribeno breakfast buffet, Gonzolo at the Deck bar, Claudia at the beach.

Jeremy and Gonzolo took good care of us at the Deck Bar.

even though only breakfast and a 6-8pm free bar and snacks are provided.

The beach area is good and the bar and pool nice, BUT, for the rooms and general facilities it's not that cheap.

We had drinks at the inside bar and Francisco was great.

It is about 15 minutes walk from Coco Bongo where there are a good variety of restaurants and bars, also a large supermarket and lots of shops selling tourist tat and excursions.

but also hit up Abolengo, an overlooked bar spot with great food and music.

They had a great bar between the pools and the beach.

Gonzalo at the beach side bar is wizard with a blender and surgeon with a lime.

Quick and efficient bar service in the lobby and at poolside we’re Gonzalo and Eleazar.

The waiters were great at all the bars and restaurants (including Abel and Miguel!).

and 5 minutes later, Miguel returned with a plate of just fried bacon!!!

Breakfast is like a lunch too much foods.

There is a large palapa that serves breakfast- buffet and menu avail.

Breakfast was good, the drinks are good , the food too,

We had a large double room for a family of four overlooking the pools and the ocean.The staff were fantastic from the team in the Club lounge for breakfast including Miguel  and also happy hour in the evening with Mariano and Axel.

Breakfast buffet didn't have much I liked (fussy) so we only ate there once and walked to VIPS the other mornings.

Great club room for breakfast,  snacks, and drinks.

He gave us some wonderful suggestions for some delicious wines and was always very friendly and helpful.

but we alternated with main restaurant as we had booked a stay longer and save  package which included daily breakfast.

The food was excellent and the breakfast buffet was wonderful.

My husband ordered and received eggs from the made to order station,

Some pros:  David at the buffet  was an amazing  server and did above and beyond every morning for us!!

The breakfast buffet was delicious and the other restaurant food was good

We had a nice buffet breakfast every day.

David Dzib is the best in the morning for breakfast!

A return trip to the airport in a taxi cost about 60 dollars, I pre booked a ride with a company called Cancun Shuttle, they were waiting for us at the arrivals hall.

.The halls and my room smell like mildew and gross vitamins.

Negatives were the stale smell in hallway and room and that they split our family up between 2 floors.

Pretty hotel with VERY room-lined long hall leading away from elevator.

The only downside was it felt like housekeeping were constantly stationed outside our room in the hallway, either for daily cleaning and then for turn down services which seemed to be done very late at night.

You might not know this, there’s about an eighth inch gap underneath the door, so whenever neighbors opened/ closed the door or a cranky kid crying in the hallway, we got front row seats to the action.

The only thing I would complain about is a smell that was similar to a sewer in the room and in the hallway.

Strangely, the door to the room was not very good at blocking the noise from the corridor, so our sleep was disturbed.

What didn't work: The carpets in the hallway were too old and first two rooms I was taken to smelled of humidity.

Things I disliked: some loudly guests; people who forget they are not at their home; listening to their stereo systems loudly at the beach; people high seating in the corridors or in the couches in the elevator hall to talk at night (needed to call security one day) – patience you are in Cancun; housekeeping, I noted that the maid who made our rooms was a bit nosy on our belongings; a few things were not found the way we left; the wifi only allows to connect two devices per room.

My room was on the first floor (to British readers that's the ground floor), and in a huge corridor.

but clearly insufficient everywhere else, from lobby to hallways.

I would not hesitate to stay there again - one little improvement could be made to the sound proofing of the rooms - particularly the doors let in a lot of noise from the corridor when people walked past talking.

If a person walks down a hall, opens a door or talks in hallway at one end of hotel you will be able to hear it in your room all the way at the other end of the hall.

Then down the hall for a soak in a salt water jacuzzi for about half and hour until our appointment times.

We could hear the people in the room next to us talking, to the point where we felt like we were part of their conversation, we could hear kids in the hallway laughing and playing.

Only negatives were the slow internet service, no area to dry swimsuits in the room or laundry facilities at the hotel,  can hear people in the halls, doors very thin.

Amazing: Facilities; Staff; Location and Food.

Stay Report - 7/29 to 7/30

Location: This was my second time in Cancun, I think I prefer staying a little more south in the Hotel Zone.

Great hotel, amazing location, and exceptional staff.

Hotel was in a perfect location, quite area

They are hands down the best employees at this location and made our experience great and very personable.

Good location, 15 minute walk from restaurants and flea market.

Great hotel and location to enjoy a beautiful beach and hang out near the downtown cancun (hotel zone).

The location is also nice, walking distance to "town center" with restaurants and night life, also ferry to Isla Majures.

The restaurants located on the property are all very good, with a good assortment of menus.

Location was perfect, I walked each morning to the two story super nice grocery store to get snacks etc.. also a mini market right across the street.

You do need to know where you’re going and the name of place or location.

Because of the location and how this part of the beach is protected in the cove, the waves are minimal, and it is a great place to swim/float/have children play in the water.

Location beyond imagination, Perfect beach and  reef for snorkeling, Room are very nice and very clean, Restaurant need to  change attitude, very arrogant lady there need to get new job.. .Food not the best and overpriced drinks

Overall location and beach area is perfect!

but they are using it as the club due to the COVID pandemic) and located right off the lobby.

Whether it’s luck of the location or hard work of the hotel to keep it clean was not clear,

The hotel was in excellent condition, the service was stellar, the food was incredible and the location is very convenient with pristine beach access!!

If you are looking for a hotel with high standard and a great location, then Intercontinental Cancun is a great choice.

Mangers like Itzal said that she will call me back regards the problem we have in the room and of course she never did.

Without asking re my preferences, the hotel clerk said they prefer charging me the full amount in peso, then she picks up the phone, makes a quick call and announces my first night charge would be refunded, and I should pay in peso for the whole stay.

I would not call them hot tubs per say as the water was not hot,

but even with the phone 1/2 the time they dont work.

They moved us to a different room, had to call for a bellman three times.

We had unfortunately incidents of losing the same phone twice on this trip.

With all of the issues, there was never a phone call made to check on us, offer to 'comp' a meal, or even to send a small fruit platter to the room.

Getting the internet to work involved a call to the front desk and an escalation to tech support.

They were not standing around on their phones the way they do in the United States.

Had to make two calls to to the front desk to make them stop.

but it was not nice to make me pay for a local call to call a taxi, which I ultimately did not need to do because I downloaded skype to my phone and called the cab on my iphone through skype.

however the cleaning service annoyed me a bit during our stay because 3 out of the 6 days we were there, the lady forgot to leave water bottles and coffee capsules which meant I had to call the reception for them to bring them to me.

The cleaning staff usually forgot to bring the daily bottles of water or coffee, we had to call the reception a number of times when they forgot to put the stuff you actually pay when booking this hotel.

With that being said, later that afternoon, I came back to my room and received a phone call that I did not pay for my food when I paid in full and in American dollars for my meal and beverage.

but they just drop the ball, it just didn't happen after I inquired a few time, and they didn't even bother to call me back, nor didn't offer me any other alternative.

Every tweak we requested (like a hairdryer with a longer cord or getting an electric kettle to make tea) was followed up by a phone call to make sure we were pleased.

Throughout the trip Humberto never failed to call us by name or ask how we were enjoying our stay.

Rooms are dated and clinical, food at the beach bar was disgusting (frozen processed meat hamburgers), service was slow, totally overpriced hotel rates particularly when it’s not busy in low season and is not all inclusive, beach swimming area has nets which mean it is so shallow anyone over five feet tall can’t even swim properly, and very average to be considered an Intercontinental - it’s not even good enough to call it a Holiday Inn.

Dated rooms, cold ambiance and very poor facilities.

Over all the service was pretty poor, it felt like most staff did not want to be there and we were burdening them.

Unfortunately the cons are also significant: the damp room and poor noise-insulation.

Currently stuck in a very poor hotel in Playa Del Carmen and miss the Intercontinental in Cancun.

but he never appeared too busy to take 5 mins to speak to a guest that is having a poor experience.

This room's air conditioning was poor, as it was stuffy and humid.

The hidden costs, charges and the continuous discovery of additional fees reveals your poor management, this is masked by non-transparency on your web sites and advertisements.

The Only negative thing is the very poor internet signal everywhere at the beach.

Check-in was jumbled and lengthy, thanks to poor coordination between IHG and the front desk, and because the front desk played games that were not professional.

however, they do a poor job advertising it!

The lounge could definitely use an extra staff person in the mornings, the poor guy was running around like crazy and couldn't effectively service every person with the level he wanted to and I could tell he was a little frustrated at that.

however: poor coffee and a shower that could be bettered by increased water flow.

During check out, I complain about this fake upgrade and the poor view of the room, and they agree to exempt the charge of upsell.

I have no idea why people say they had poor service.

though was really poor in the room I stayed in, I kept on losing the signal and had to continually log back in which was annoying.

There are plenty of other choices in this price range, especially when you factor in the fees and expensive everything once you are there as well as poor service and additional hassles.

The beach and food and services were all very good.

Excellent beach, great diving with Scuba Du on site, great snorkeling on site, pretty pool, good restaurants on site, incredibly clean & well maintained, large nice rooms, great service in every way, only 5 min cab to town.

You can also have lunch and dinner there.

Luckily there were outlets next to the bed and Wifi worked well

Dining: I had two lunches at Le Cap Beach Club which meant two decent lunches and cold beer and I had dinner at El Caribeno which made for a nice lobster dinner.

We ordered food from their restaurant “Le Cap” and the food was amazing, the best Pina coladas I ever had!

Mariano makes a great Margarita and couldn't do enough for us all.

Food pretty good at all three restaurants.

We really enjoyed the service and food at the Cap Restaurant within the hotel.

The facilities at the hotel are amazing, boasting a gym, spa, swimming pools and multiple restaurants.

He still tells me to leave, and mind you there is people eating there already.

We really wanted to travel to Xcaret park and Xoximilco from Xcaret Group.

but decided to come here so we could justify leaving the hotel and explore Playa Del Carmen and Xcaret.

The hotel is about a 10-15 minute walk from Base Xcaret and the mercado.

The breakfast buffet is extensive in options and good quality, and operates from 6.30am - perfect for those doing the (brilliantly-organised and wholly-recommended) day trips by Experiencias Xcaret, since their daily pick-up time from the hotel is 7.05am.

InterContinental Presidente Cancun Resort, an IHG Hotel

phone

poor

hall

restaurant

location

The main building has all the amenities one could need from seating areas to a mini convenience store and a bar and a tourist office  There is nighttime security, they are CONSTANTLY cleaning the grounds and when we checked out, Julio, Luis and Ana were very gracious,  polite and professional and expeditious.

The rooms were cleaned regularly and the pool area and pool water was  ‘desanitized’ every Saturday.

Plenty of chairs and palapas for guests in the beach area.

There is a boring eating area outside near the pool

The beach is one of the best, water is easily swimmable, calm and has a large beach area.

The beach area looks to be one of the best, with lots of chairs.

We thought it had the best beach in that area.

Kitchen/LR area was huge in the suite and stocked with just enough to do some cooking.

Casa Maya has a pretty, palm-lined meandering pool area on multiple levels with two (not-very) hottubs and plenty of deck chairs,

There are better ones in the area, though.

The pool area was very nice & there were lots of activities to keep families busy and having a great time.

The beach area is quite nice and every evening the Pirate Ship Cruise went by our room  with the attendant fireworks.

The pool area was clean , we did eat at beach grilled shrimp and nachos very tasty, and having a waiter bring food and drink right to you in lounge chair hey can't beat that ! !

Really nice beach and pool area which was what attracted us in the first place.

Instead of going to Walmart downtown, we took the short bus ride to Selecto Chedraui Cancún Zona Hotelera at km 8.5, which was a 2 story grocery store that had everything we needed including food, sunscreen, towels, long-sleeved swim shirts, and ATMs (we took a taxi home with our groceries that time since we bought a few gallons of water - the resort water is NOT filtered). We also walked around the restaurant area there and had great meals and margaritas at Mextreme (great live music!)

The staff and the friendliness of people met, made everything enjoyable, The location is definitely a plus for it is away from the hectic hotel zone area.

I would especially like to thank my friend Dany R. who serves breakfast and Luis and Misael at the front desk.

Wonderful outdoor pool, water park, breathtaking vista, decent breakfast and food all day long, and the UPGRADED room was updated with a good kitchen, great living area with a murphy bed, clean, modern, and functional.

I’ll give to them that the breakfast was surprisingly good - if they had served the breakfast buffet for lunch, I wouldn’t have complained, really.

Ordered fresh cooked vegetable omelette, with a side of pancakes.

but they had a pretty good dinner buffet.

We had 2 buffet breakfasts equivalent of £13 each 350 pesos.

It is enough to feed two and absolutely delicious.

You can purchase packets of 10 coupons to use for drinks which turns out to be less than 4.00 per drink and same with the buffets - you can purchase coupons to pay with and it is a savings and worth it.

after a 14 day quarantine from mx, happy to say  we are healthy because  this is the cleanest hotel i mexico.

On check in we did purchase a 10 pack of "buffet tickets" for any meal and the second night used 2 at the dinner buffet.

The buffet  food was good, so convenenient, and had great waiters.

There were only 8 chafing dishes and minimal cold options .

but get really cold with the air conditioning running constantly.

Only real problem was there was no heat in our condo when it got cold out, and the maintenance people gave us different suggestions that were ineffective.

The food outside was STONE COLD..The time was 6pm is when they opened.

The scrambled eggs on the buffet were always lukewarm to cold and we only saw bacon on the buffet a couple of times.

but considering they could care less that they put out cold food, I am giving them a three.

Thankfully, the cold water is not ice cold,

We periodically would stop at little markets for a cold corona.

Only complaint is the cold swimming pool.

The room was a little cool, despite turning up the thermostat to warm, it seemed to always be cold so we alternated between turning the thermostat on and off to control the temperature.

The inside lobby bar has a depressing and not inviting atmosphere (mostly due to the cold lighting). There were two shops in the lobby, one for souvenirs and various stuff (clothes, sunlotions etc.)

but no utensils, toaster, coffee maker, cutlery nor plates, so about all they are used for is keeping drinks cold or reheating a pizza.

but after the engineer loaded up our compressors with freon the a/c started blowing very cold air.

The hot tub was cold, we had to ask them to make it warmer,

I chose Hotel Casa Maya for its central location with cheaper rate compared to other all inclusive Hotels in the Hotel Zone of Cancun .

Good location for access to buses.Room was clean and nice space and kitchen well equipped.

The location is brilliant- on the beach and the whole territory looks great .

The location of the property was great - just a short bus ride to all of the things we wanted to see downtown, including Mercado 23, Mercado 28, restaurants, and Parque de las Palapas (try the marquesitas - you won't regret it).

The villa itself is located in the hotel so We could take fully advantage of the amenities and events on offer.

All in all I would only stay again for the location,

I love to go to local restaurants and this location was perfect between downtown and hotel zone.

I recommend a one bedroom to get a good room position in the resort with a good view, etc.

but resort was located perfectly so eating out was convenient.

Friends getaway provides good central location to restaurants and other spots.

It's a casual resort with very friendly staff, and a great value in a uniquely special location.

Very good location away from the crowded scene.

Great place to relax, great location, food was great & drink specials from 6-11 were just what we needed after the many excursions the hotel has to offer.

Located on a calm shallow water swimming beach.

Location somewhat in between downtown and the bigger hotels.

I asked Celine of the entertainment team why English music was not played.

We thereby also sent the test result to Expedia and requested Expedia to contact the hotel directly.

When we checked, in the sales team asked if we would like to attend a presentation for future vacation and membership options, we declined.

The front desk accidentally put a $500 hold instead of the $50 they asked.

but then he literally asked us “que quieren?” which is Spanish for “what do you want?”  We immediately asked for a new server.

I asked for a renovated room, not sure if I got one.

We had requested a King bed that, unfortunately, wasn't available until the second night.

I asked them to check with the guy who said it would be ready at 12.40 and was then told “check your paperwork it says 2pm”.

We had dealt with 3 staff including a manager and none asked why we wanted a refund, or apologized for our unsatisfactory experience .

but no drinks menu, so we asked him the cost and he advised the cocktails were all the same price, but could have what we wanted.

I'll be requesting him each time I visit and I suggest you do too!

Also the day of the check out was at 11.00am and my flight was until 4pm and asked if i could check out an hour or two later because of my fligh and they told me i wouldy have to pay $20.00 dllrs extra for each additional hour.

They pay a lot of money for the 6 days they stay in your Hotel, so please accommodate your guests requests in the future!!!!

but when I asked for mattress toppers for all our rooms, they were brought up and put on by the time we were finished at the pool!

We were also told after we asked, the water is not filtered, at that time they advised us not to drink it.

This shows a total apathetic customer service experience and exposes the true incompetence and unprofessionalism of Casa Maya
If Casa Maya is this incompetent and unprofessional with a basic email request / enquiry I would be very surprised if they have any concept how to treat guests.

I asked for a refund and was told "NO" and there was nothing I could do.

I requested a different room as I wanted some view and did not want the sliding glass doors opening to the ground floor rather than a balcony.

When I asked to see the ticket, the actual total was less than what he had told me.

I asked her how she would compensate us for inconvenience.

We are able to contact them ahead of time[ to arrange trnasportation from the airport, ask questions, and they will have everything arranged and communicate appropriately.

They have one of the most personable staffs that I have ever seen.

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