Hotel Palacio Maya

The hotel is ok, I got a bigger room with view to the pool. There was a group of people at the pool so it was a little louder and during the day also.

Do not stay here if you want service and common courtesy to be part of your experience! At Palacio Maya management “policy” is way more important than the comfort and convenience of guests. Although the beds are comfortable, the management at the front desk is terrible. The door to my room would not open even though my key card activated the green light to enter. I called the front desk from a colleague’s room and was told someone would be right up. I waited in the very hot un-air conditioned hallway outside my door for 20 minutes. I went downstairs and the desk manager, without apologizing, told me the repair man would be coming soon. I explained I was on my way to lunch so they sent the man stationed at the front door. He came up and used the master key to get in the room, but could not fix the lock. He told me, “Why don’t you get yourself made up for your lunch while you wait for the repairman.” His macho condescending attitude was offensive. He left, closing the door behind him. My key card worked to activate the air conditioning while I waited inside my room for another 30 minutes. Finally I went downstairs and again spoke to the manager. I said at that point I had been waiting over 45 minutes. He said, “The repairman came to your room, but because you had the “do not disturb” sticker on your door he didn’t knock.” Incredulous, I asked why. He said quite arrogantly, “Hotel policy.” I said, “But your employee was just there and told me to wait. You knew I was waiting!” He again said it was the hotel’s “policy” not to knock or call my room. I replied, “There is policy and there is common sense! I am the client of this hotel. What kind of policy fails to provide service?” I then said I was going to lunch and we could resolve it later or they could move me to a new room. He said, “We will not move you to a new room.” I left. When I came back from lunch the repairman had opened my room while I was not there and fixed the door, despite the fact that the do not disturb sign was still on my door! The front desk manager never apologized nor acknowledged what happened. Do not stay here!

Great place nice people excellent city

This hotel looks and sounds good, but don't be fooled! First the few good things about our 6 day stay: 1) The bed and pillows were comfy. 2) The breakfast buffet was very good and there was a great variety of dishes to pick from. 3) The maid did a very good job of cleaning each day and we gave her a good tip. Now for the long list of bad things - the reason I gave it 1 star and said DO NOT STAY HERE! 1) We stayed in the Master Suite (4 adults and 1 child; 2 bedrooms and 2 bathrooms). My wife and I had the room with a queen bed and the Spa Tub. 2) The Spa (jacuzzi) did not work. When I tried to fill the tub with water, very fowl smelling water came out of the jets. It was a STRONG sulfur smell! 3) I am a 78 year old in pretty good shape, but I had a very hard time taking a shower in this tub, because there was no way to hold on and the tub surface was very slippery. Very dangerous!!! 4) When you leave the room and take the key with you, all the power shuts off. No A/C, no refrigerator! So, when you come back later in the day, it's hot, and anything in the refrigerator is warm. 5) The entire property smells bad! Sometimes, in some places, there is a strong sewage smell. And, overall, there is a propane gas smell (sometimes strong, sometimes faint - but always present) 6) The pool is clean, but be prepared for COLD water. 7) The bar outside at the pool is never open. It is very dirty as well (rusty, bird poo on the bar and behind the bar where a few bottles of liquor are displayed). I wouldn't what to get anything to drink there anyway! 8) And, lastly, the attitude of the management and front desk personnel are some of the worst we have ever had to suffer through. They seemed unwilling to offer any service to their clientele what so ever! No help with a corkscrew to open a bottle of wine. Fought us to get another door key (for 5 people staying in the room). And, worst of all - we asked if we could have another bottle of water one night at 9:30 (to buy or free) and were told we needed to go to a grocery store 3 blocks away!!!!! We made a big mistake staying here - don't you make the same mistake!