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.

Its family oriented, has a beautiful beach, well maintained, clean and has employees that have been there for years that give you great service.

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.

Very pleased with the staff and cleanliness of everything.

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

but clean hotel, with nice beach and pool infrastructure, but internet sucks.

Gorgeous tile floors so clean you could nearly see your reflection.

Welcome kits with information about the resort
Daily sea weed clean up is irregular and sea weed does accumulate now

Sadly my recommendation is do not buy timeshare here as this resort is in rapid decline from its past status of being a real Cancun gem.

Vanessa was a star ⭐️ 

The resort was very clean and covid measures were enforced- such as masks in the hotel vicinity.

This is not an all-inclusive, it puts  you in the mind of big chain clean American motel that nickels and dimes for everything.

It is beautiful, clean, great service and food.

The standard room was clean and well appointed.

but clean and again, this stretch of beach cannot be beat.

Nice, clean, family oriented, so wonderful!

but clean, food is decent and rooms are spacious.

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 .

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.

That's actually great because the guests are mostly from South America and are personable and interesting folks.

It was extremely affordable, and we finally found a more efficient and quiet, family and couple friendly resort/hotel in the Cancun Hotel Zone.

The wait staff and administrative personnel lacked training and modernization.

I would not minded a better tips if the staffs were helpful & polite.

The staff is so nice and welcoming and I’d say 90% of the staff is bilingual with English.

Staff was extremely friendly compare to other resorts visited.

*Staff is very friendly 
*The food is ok depending on what you order 
*The hotel is family friendly 
*And again, the staff is very friendly 
*Our room was a decent size.

I bought timeshare at Casa Maya in 2015 for a 15 year period @ 2 weeks per year in the Ambassador Suite.

After we posted our review on Google Maps, the hotel asked us to contact their reservation team at reservaciones@casamaya.com.

The hotel itself was not welcoming with us as guests do to the fact that our booking was outside of their remit.

Currently staying at Casa Maya - beach is beautiful, staff is wonderful, food and drinks average

but VERY dated- not just decor but actual infrastructure like the broken ceiling of the elevator, outlet plates falling off the walls, brown hard water stains in the tub.

I don't why they call it a studio, maybe because there is an old microwave on the fridge) 2120 is poorly maintained, the bay window is broken, there are traces of rust, the walls are dirty, there is a smell of moisture. The beach is beautiful

The walls are paper thin and the doors slam easily.

Our room was across the hall from the elevator , every time the elevator stopped you would hear ding-dong,through the walls and not just on our floor, no matter what floor it stopped on you would hear it on our floor.

The  Murphy bed folded down from the wall was a hit with my 8yo.

Our only recommendation is that they add some color to walls in the lobby and maybe in the rooms.

The resort needs some upgrading,  bathroom/shower needed to be cleaned better had some rust on the walls .

The walls look like painted over wallpaper.

In our room in the bedroom and bathroom there was mold on the walls and ceiling, all walls and ceiling.

Apart from a wall bed, one third of the room had nothing in it.

The wall to wall carpeting in the bedroom was stained and had a bad smell.

Maybe a couple of pictures on the walls or some sort of decorating would have been nice.

The only unfortunate part of the deck is that it is a solid wall so you have to actually stand to enjoy the views.

just bring out a kitchen chair as the patio chairs are too low to see over the cement patio wall.

By the way, if you  sit on the balcony, don't expect to see anything except they sky because the walls are concrete and when you sit, that is what you will see.

but we opened the door wall to the balcony when we were in the room and this took care of the immediate problem.

One evening after coming back from xcaret at 11pm, my family tried to take a shower

but two, but we experienced Xcaret and highly recommend it!

And, this is why we chose it, because we wanna be more flexible with our time, places to eat, we wanna do all day trips - Chichen Itza, Xcaret, Tulum.

We prebooked xplor and xcaret online before our trip and were happy we did.

Coco bongo is 80
Senior frogs is 65
Plazos is 60 
Jet ski 55
Xcaret 129-look on like for more offers baco by 5 or 10
Chichen itza 35 back by 8

Over all it was a very nice trip.

Good decision:  Joanna Sanchez sold us a tour to Xcaret for $112 USD (the hotel was selling this for $139 USD).

Went to Isla Mujeres and Xcaret and found the people very friendly everywhere we went.

Shop around for your attractions, Chichen Itza, Tulum/Coba,Xcaret, Xplore, Isla Mujeres.

We booked one trip with resort's travel agent to Xcaret and loved it, just make sure you bring a biodegradable sun lotion and mosquito repellent, otherwise you will have to leave it at the entrance and by a biodegradable one from the guide for double the price.If you don't have an underwater camera, you can buy it from your guide right on the bus.

We also booked a private tour to Xcaret with them as well.

Its worth it to take the presentation - they offer you 40% off all bookings of trips so if you plan to do any activities like Xcaret or Xel-Ha its worth it!

A short ferry ride then takes you to Cozumel, another bus trip to Xel-ha, Xcaret, Tulum or Chitzen itza.

We rented a car for the last 3 days of the trip and visited  Xcaret.

Be sure to visit Xcaret and Isla Mujueres (?sp).

As far as tips for what to do in Cancun: do not miss Xcaret and the nightly show, the bus is cheap and easy to use, and the jungle/snorkle tour of the lagoon was fun.

In hindsight, we could have got both Xcaret and Isla Mujares for both of us for free.

I would highly recommend going on the horseback tour at the Rancho Loma Bonita, Chichen Itza (the Mayan ruins), and to Xcaret.

Xcaret is a must do - and do stay for the show!

I highly recommed going to Xcaret on a tour.

We also went to Xelha which is similar to Xcaret.

Hotel Casa Maya

request

wall

cold

staff

area

location

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!).

We ended up checking out early and going to another AMAZING hotel who was super accommodating and clean, and the hotel promised a refund.

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.

When we walked to the pool/beach area, it was clear everything is clean, well-managed and beautiful.

I also Facebook messaged them and no response.. Mexico is one of my favorite countries to travel too, for me is their fast wonderful service, that’s why I’m disappointed.. on the positive side, the hotel is clean, the staff is kind and the beach is well taking care off..

This is a low key place, not loud music or animation, its a respectable hotel, very clean and the best part , the service is very good.

The place is not bad at all , clean and confortable rooms .

We stayed in a club terraced sea view room, room was clean and well presented on entering.

Room was clean and bed was very comfortable.

The room itself was immaculately clean and well-appointed.

The hotel is clean, the rooms are modern and comfortable.

Facilities were very well maintained and clean.

Pros:
- The room and bathroom were clean.

Clean and modern and good air conditioning.

The rooms are very clean and spacious and the view is amazing.

Comfortable beds, lovely clean rooms - simple

The sand is fine and plentiful and clean.

The spa amenities are comfortable and clean which is important to me in the era of Covid.

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!

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