Ocean Maya Royale

Great experience overall top resort. Loved everything bit of it. Special thanks goes to Celine and Marie for sorting out our special honeymoon meal 🎉

This was my first time staying at Ocean Maya Royale, and honestly, i am leaving disappointed with several aspects that I consider important for a hotel of this category. One of the things that disappointed me the most was the restaurant service. Overall, the food was cold and tasteless. Honestly, I thought I was coming to Mexico to enjoy its cuisine, but the experience made me feel as if I were in the United States. I expected much more in terms of flavor, quality, and variety. In particular, El Charro restaurant was a very disappointing experience. There were no appetizers that really invited guests to sample something before the main course, and even basic items such as the butter and bread seemed to be of poor quality and had an unpleasant taste. These small details make a big difference in the overall guest experience. I would like to point out that the waiters are very friendly, and my complaint is not about their attitude or willingness to help. However, there is a language barrier that makes communication difficult. On several occasions, I ordered something and received something completely different because the staff did not understand what I was asking for. I believe the hotel should provide better language training for its employees to improve communication with guests and prevent these situations. As for the room, I was fortunate to receive a beautiful one in what I would consider a privileged location within the resort. Unfortunately, there was a very strong smell of sargassum. I understand that this is not directly the hotel's fault, as it is related to natural conditions in the area, but it did affect my stay.

Another issue I find completely unacceptable is the hotel's no-cash policy. I have traveled to many hotels and have never experienced anything like this. Other establishments even offer currency exchange services and help guests obtain cash so they can tip the waiters, housekeeping staff, and other employees who work hard to provide good service. At this hotel, the transition to a cashless system strikes me as an impractical decision that ignores the actual needs of its guests. I asked the staff about it, and they told me the change was a decision made by the company's upper management. I want to make it clear that i do not blame the receptionists or frontline employees. I understand that they are simply following the instructions they have been given. My frustration is directed at the people making these decisions without considering the consequences.

To make matters even more frustrating, the hotel's app indicates that guests can change their currency. However, when you go to the front desk to do so, you are told that it is not possible. This is misleading and creates unnecessary confusion for guests. If a service is advertised in the app, guests should reasonably expect to be able to use it. The hotel should update its app to reflect its actual policies and clearly communicate which services are available, rather than giving guests information that contradicts what they are told upon arrival. I also noticed a sign stating that the cashless policy was for our safety. And I have to ask: What exactly does that mean? How is this policy supposed to guarantee my safety as a guest? Does carrying cash pose such a risk that the hotel considers it necessary to eliminate this option entirely? I understand that every company can establish its own policies, but I believe the hotel should clearly explain its reasons and, above all, consider the needs of the people staying there.

What bothered me the most was that, from one day to the next, they stopped exchanging a banknote for me, even though I had previously been able to exchange money to obtain cash for tips. What would have happened if I had not brought my credit or debit card? How would I have handled my needs during my stay? Did management really consider all these situations before implementing such a policy? Not all guests travel with the same payment methods, and tips are an important way to show appreciation for the staff's hard work.

My recommendation to anyone considering staying at this hotel is to bring cash for tips, as you may have difficulty obtaining it once you arrive. I would also recommend not relying entirely on the information provided in the hotel's app, as the services advertised there may not actually be available I sincerely hope someone in management takes responsibility, listens to guest feedback, and makes meaningful changes, both to the quality of the food and to the hotel's service policies. A hotel should offer more than beautiful rooms; it should also provide a pleasant, convenient experience that meets the expectations of people paying for their vacation. I am leaving with a sense of disappointment because I believe many aspects of this hotel could improve significantly if management listened more carefully to its guests and reconsidered decisions that end up creating inconveniences rather than making their stay easier.

Amazing trip! Clean rooms, beautiful grounds and great staff! A small resort with lots of personality! Viridiana was our fav! She remembered our names and made us feel included in every activity!