To start off by saying, the hotel itself is perfectly fine. The beach is stunning and the pool is great. Those are where the “good” points end. The staff is awful! We interacted negatively with at least one member of every department. Management and reception repeatedly ignored us or outright hung up on us. We requested multiple items (napkins, extra pillows etc) from housekeeping/room service and never received them. We had a waiter blatantly lie to us about dinner buffet being included in the cost of our room, and surprised us with a $100 bill after also attempting to overcharge us by doubling two items on our bill. My husband and our friend traveling with us are both of Mexican descent and speak fluent Spanish, but were constantly treated as if they had no idea what they were talking about from multiple staff members. The entire staff from management down to parking attendants need a refresh in customer service and hospitality. We would love to return to Cancun, but quite frankly, we couldn’t be paid to spend another night with the Casa Maya under its current management.

This places is amazing the view is stunning and the staff is extremely nice and helpful. I went with my partner who is bilingual and I only speak English. There were times when I would talk to people that I would need him to translate. It is right on the beach and had pools and hot tubs however the water park is an extra fee. We had breakfast included and the breakfast didn't disappoint. The drinks were good and they had happy hour every day from 6-8pm when we got there we found out they do have a drink package option. The bar was not extremely expensive however if you're looking for something super strong this is not the bar you want. Every room seemed to have a balcony or outside accesses. The rooms are beautiful some may say they are outdated but they are well taken care of and clean. The cleanliness of this place is impeccable. This is a family friendly hotel so do expect a decent amount of children. They have a beach with chairs and umbrellas for guest. Be prepared that depending on the time of year there may be seaweed on shore. Would recommend a great price for a great place!

Real review for the skeptics (proof... Testicles) Not a bad hotel, make sure you're getting a good price, I wouldn't pay full price, but if you can get a good deal on a 3rd party site like Priceline with coupons etc. It's worth it. Beach looks nice, plenty of amenities, pizza at the outside restaurant was good, beers affordable, staff is nice and helpful. Haven't been out to the other beaches or hotels yet for comparison but as an avid traveler and money conscious spender, I am not regretting this stay.

I wasn't sure what to expect from this hotel given the reviews but we were pleasantly surprised. Check in was quick. Our room was huge. They do have signs stating not to bring in outside prepared food for some health reason. I think that's probably because they want you to buy their food. The room had a full kitchen, so I guess you are allowed to bring in groceries. We never tried. The beach was great. It's very shallow and safe for the kids. It wasn't very crowded. This place seems to attract more locals. We saw many people getting day passes that gave them access to the beach and water park. Getting a beach chair was really easy.

I really enjoyed my stay at Casa Maya. I had a junior suite which overlooked the pools and beach. I did not eat at the restaurant. I chose to buy food at the mini mart and cook which was very convenient. I did use the transportation from the hotel which was late picking us up. We enjoyed am excursion that the hotel recommended for $65 which included snorkeling, buffet, drinks boat cruise and time for shopping. We had to pay $20 for a port tax or something like that in addition to the $65 but it was worth it!! I Want to personally thank Vanessa at the front desk who greeted us with a smile and was very cordial. The property is older but I had no complaints the bed was comfy my room was clean and a/c was cold.

This was by far the WORST hotel I have ever stayed at and I have travelled to over 30 countries so far. It was not only extremely old (nothing wrong with old hotels) it was extremely dirty, filthy beyond imagination. I don’t know what other reviewers were thinking by saying this place was clean. The amenities are really bad, our balcony door had a wooden plank as a lock, the sealant on the bath tub was coming off. There was literally used cotton buds in our room and sheets full of holes & stains. Bathroom ceiling was full of mould and the whole room reeked off bleach. One day there were some randoms rooms dirty towels left on our bed after room service was done. The reception staff were extremely rude and unhelpful and didn’t speak English very well. I suspect this is a hotel where a lot of the Mexican local tourist stay so the hotels makes no effort to maintain the building. Cocktails are just full of syrup don’t waste money on these.

It’s an above average property, nothing that will make you excited. The reason is it is an old property and there is much better options available now. The stay was good for us as it was a last minute booking for us. We could’ve found better deals if we planned ahead. Property’s location is good and everything is almost 10 minutes like good clubs, places to eat, downtown cancun. You won’t find many international tourists in this hotel mostly local tourists. It’s a family place not meant for young couples and singles visiting the place. If you are looking to get something within budget it’s a good choice as the property has it’s own beach and facilities. Overall I would rate it 7/10.

Overall I would stay here again. The Beach is AMAZING!!!!! No waves, not deep super clear! Beautiful water!! We did not eat at the hotel other than ordering a wood fire pit pizza for $200 Pesos as a late afternoon snack. Our plan was to stay and beach here but go into town and eat there. Room was huge!! But super outdated, beds were very comfortable though. And had a funny smell entering the room. Not sure where that was coming from. Careful with the people in pink shirts! All was good with checking in and then somehow we got swindled into almost falling into the timeshare trap. They really try hard! So beware. There were countless times we were just headed out to explore Cancun and we were followed outside the hotel to book activities or transportation with them. Trust me riding the public buses were the best part of Cancun! And very Cheap! $13 pesos a Person to go wherever and very safe! Everything at the restaurants by the pool was very expensive the best thing to do was go down the the convenient store in the lobby and buy snacks, drinks and beer there. It was much cheaper! I would stay here again for the beach! We really didn’t use their pools too much because that beach was amazing!!!

The beach is beautiful. In the morning it is perfect for swimming and some snorkeling. After about 10-10:30 the boat/jet ski/water craft start, water still great but has waves not good for snorkeling. The pool is nice but not very big. They have an activities staff and Juan is the best. The resort is old and can use so updating. We have been staying there for over 20 years since the staff and location are great. Breakfast buffet is really nice but there lunch/dinner just so so. Our unit had a kitchen so you can make your own meals. They do have a Happy hour at the bar by the lobby 6-8pm and you can also order pizza or appetizers.

Definitely the worth the price! The location is pretty good and it's near bus stations. The Restaurants are okay and the price is in medium range. There is also a store in the hotel but it's not cheap, in compare to local stores. The staff did a great job and we're very friendly. Problem is actually the beach. It's not the Hotels fault! There is a lot of Seaweed on the Beach and the smell of it is horrible. Be aware of that in case you really want to enjoy a week on the beach. Still, all in all it's a great option to stay in Cancun. Big thanks to the Hotel and staff. Room 4/5 Location 4/5 Restaurant 3/5 Beach 3/5 Pool area 5/5 Staff 4/5

Great hotel. Rooms are outdated, but clean. Daily housekeeping was appreciated, however our amenities/towels were not refreshed everyday, as required. The AC in our room had 2 settings - off and freezing cold, so we would either melt or freeze at night. We loved that there were always free umbrellas and deck chairs available on the beach and waiters were always circling to take our order. Really beautiful and clean beach. Nice convenience of having a mini-mart on site. Free parking available for our scooter. Smooth check in/out. Great location between downtown and HoZo.

Dated hotel . Needs major repairs . Our ceiling was leaking water the whole entire time we were there . they sent up the maintenance man. Many times 4 times to be exact ! the situation only has gotten worse. Water pouring from ceiling . The hotel smells old and musty and is in need of major repairs. Beds are so hard and uncomfortable as you can see in the pictures I had the line them with pillows to feel comfortable. . Food at the pool bar was good, but if you go to the Palapa for dinner at night, it is awful. Do not do the Buffet! . You will be highly disappointed!! And don’t let me get started on the safe and how to use it ,you can look at the pictures and see how confusing it is we could not figure it out, .and we were not the only one a couple other guest that we spoke with, had troubles with their safe to .Staff was very friendly, but I would not stay at this hotel again. Better options out there !

I had a HORRIBLE experience! It was too expensive for what it was. I had to change to another hotel for how bad it was. The other hotel was much more better, cheaper and modern. This hotel was dirty, old and it smells bad. I stayed in two rooms, a normal one which was awful, and a junior suite which wasn’t too cool for being a suite. Beds were uncomfortable, the safe was very hard to use and confusing, and the keys to open the door didn’t work well, you needed to try like 5 times for it to open. The walls and ceilings had cracks and looked bad. The front fountain didn’t worked, so since the entrance you know it’s bad. The front lobby wasn’t to shabby but the food was too expensive. And the restaurant was also very expensive and the buffet was horrible, very little options and the food wasn’t too good, and what was good was cold. The pool area was very ugly too. It was surrounded with yellow in the boulders which made it not visually appealing. The ranch was BROKEN. In the pictures the ranch looks good with any damages and when we got there one of the first things we noticed was that the roof of the ranch had a hole in it with ugly plastic on the top. But there wasn’t anything in that ranch, only uncomfortable chairs and tables. The pool was very small for the amount of people that was in there. There were too much people in the same place which made us not even want to go in. And the basketball hoops looked very cool in the pictures but in real life they looked like they were falling. The beach area was very small and the umbrellas didn’t have gave shade for us not to burn. It was hard to find an empty spot because there wasn’t many chairs. And the exclusive area wasn’t worth it because it didn’t had anything too extra or worth it. In the other hotel those things were free. The sea was fine, but obviously not for the hotel. And finally the water park. It seemed like the coolest part in the hotel, but it was old, not clean and didn’t felt safe. When you went in the slides they made ugly sounds. Overall it was not worth my money and the Uber had problems to find the hotel.

Great hotel! We booked a basic room, and got a free upgrade when we arrived, to a junior suite. Room was large, and clean, with very comfy bed, large bathroom and shower. Front desk staff were very friendly and professional, and parking was easy. Pool and beach area are very nice, with two jacuzzis we enjoyed (though they could have been a bit warmer.) We deducted one star for a couple things: 1) Our room was in tower two, which is NOT the building where you enter and check in, but no one thought to mention that to us at the desk. We went up the elevator, and none of the signs covered our room, came back down to ask, and only then did they tell us it was in the other building. This wasn't that big a deal, but it was annoying and could easily have been prevented. 2) The hotel restaurant sucks. Buffets ranged from mediocre to truly awful in the 3 nights we were there, and the service was atrociously slow. We're talking 5-10 minutes wait at a table before you can even scan the QR code to see a menu, or similarly long to get the bill at the end, or even to sit down when there are multiple empty tables and no line. You can always eat elsewhere, but it still seems relevant. I don't recommend packages here that include your food.

We stayed at the Casa Maya for a final night in Cancun before flying home. The price was right but was also very much reflected in the condition of the hotel and facilities. The lobby, hallways, and room all smelled very musty. We had to open the doors for a couple of hours to air out the room. Made the room hot but my fiance couldn't handle the smell. The floors were clearly once beautiful white tile floors (looked like marble) but have not been cared for; there were hard water and salt stains covering the floors and bathtub. The bath towels were old and warn, the kitchen doesn't appear to have been updated or regularly repaired since it was built, and the water for the shower had a terrible smell. There is one pizza restaurant and one pool bar which has basic food and drinks. The breakfast was buffet only and nothing to write home about. The beach space was beautiful! While they say ocean views from every room...the view from our room showed a sliver of ocean, our main view was of a run down tennis court and the backside of a building. Overall not terrible for a one night stay but we certainly won't be staying again.

This is my first time coming to Cancun, and I'm happy I stayed at this hotel. The hotel itself was beautiful at first glance, and offer so much here. Not only you have a swimming pool and jacuzzi, your a couple of steps away to the beach. My hotel room felt like I was staying in a condo, equip with a kitchen, a living room area and a balcony. My room was always clean when I comeback from my activities. I will definitely be back here when I travel back to Cancun.

An amazing hotel to stay in! My friend and I spent Day of the Dead down there for a week and absolutely loved the beach and the amenities that came with the hotel! Our room was upgraded and was exquisite with a beautiful view of the beach! This was all with the generous help of Julio who was very kind, accommodating, and understanding! Him and the staff were great and treated us very kindly! Would recommend this hotel to anyone looking to relax and enjoy Cancun, Mexico.

Just spent 4 nights here and no complaints at all. Beautiful views, clean rooms, cold A/C, great shower. Staff was very friendly, quick to respond when we needed something delivered to the room. The beach is backside of this hotel which is great.

The hotel was a good experience, the beach was nice and there is stuff in walkable distance. The location is decent but you’ll have to cab to most restaurants or locations but it’s was no more than 2-300 peso per ride with the taxi, Uber was not around so don’t count on using it in that area. The age mix of the hotel was good, it wouldn’t be my first choice if I was looking for a young adult crowd but it had a solid mix and it was relaxing and fun.

friendly and helpful staff, beautiful beach area, pools and hot tubs were clean and warm. Room was not as pictured online though, the room was much older than the pictures online. But, over all a nice family friendly place to stay. If you are looking for a wilder time, look elsewhere!

Despite the hotel being VERY outdated and in serious need of an upgrade in its facilities and decoration; we enjoyed our stay here a lot thanks to the BEACH! Perfectly shallow (but deep enough a bit further into it) clear waters 👌🏽😍! Also the pools and towels service was great! Enjoyed the breakfast buffet with all its options, freshly made waffles/pancakes/tortillas and eggs too! Our room had a great sea view as well. The minuses: our room had some old full carpet in some areas and I’m pretty sure there was mold underneath as I had bad coughing fits the whole stay 😮‍💨. That being said, with everything else (the beach especially) this hotel gave us, I would give it a 7/10 👍🏽

Great family hotel conveniently located in a main hotel zone area so transportation was always available. Our room was facing the white sands and clear blue ocean of the Mexican Caribbean so our views were perfect from sunrise to sundown. Pools were clean, rooms were cold and the staff was friendly and welcoming! Definitely a great experience.

Furniture is very outdated. Floor and pretty much everything in the room needs updated. Location is just fine. Pool area looks beautiful. Beds are pretty comfortable. Has a kitchen with fridge and cooktop, microwave. Would have given 5* if the furniture was nicer. Good service.

Beautiful property with beach view rooms. Great facilities within the hotel from grocery, food, drinks, car rental and even tour plans. Enjoyed pizza at the hotel’s restaurant. Things sold inside the hotel are bit pricey but convenient as you don’t need to really go out. The property is very clean and has jacuzzi and pool. Enjoyed our stay. Definitely recommend.

Good location. Some rooms definitely need updating. Staff is very friendly. This hotel is best suited for Spanish speaking tourists. Recommend this if traveling on a budget! Hotel is clean and safe. Beach is great! It seems that the rooms in the reception building have been updated more recently.

My favorite part was the beach, it was clean and calm. Our room was ok, the beds were comfortable and the view was partially good, I got a little of a beach view. The food is a bit expensive at the restaurant though and there isn’t a lot to choose for the buffet. The staff was friendly…

Pos: Location is great, view is beautiful and rooms are large. Cons: Customer service is below overage. Food/restaurant is below overage. Music playing at the reception, restaurant and bar makes you wanna cry. You ask if it's possible to change but no one listens to you, they say it is what it is.

I really had a great time here!! The staff is very welcoming and very friendly! The hotel rooms were a little outdated but I honestly wasn't in my room a lot. I was out enjoying the beautiful beach that they have! It's nice that they have employees bring you drinks to you while I was just lounging. Overall, it was a great stay!

Clean, friendly staff, nice pool area. You get more than you are paying for. It is not fancy but really good. Very good parking. And the most important reason why we choose the hotel is the great beach. This makes it very unique.

The room was way better than I expected! Beautiful view and super clean. The service was amazing new clean towels everyday and cleaning service also comes in everyday. The beach was amazing & right outside! You can also see the pirate ships light up at night as well as the fireworks they light up and the beautiful sunsets!

I enjoyed my stay. The staff was pleasant. When I arrived I didn’t like my first room it was out dated, but I also had a problem that occurred so I was able to switch rooms. Once I switched the new room was much better and up to date with the furniture. The breakfast buffet was good to me. They served authentic Mexican food and the pool and access to the beach was nice as well.

The location of the hotel was perfect the beach area is very calm perfect if you have kids, they have a playground on the beach area but I saw a few places where the playground was unsafe for little children as some places were broken. The pool area also has 2 pools for the little ones and one for adults. Also, there’s an aqua park but it’s an additional cost not included in our stay. The breakfast was not so great didn’t have many good options and dinner wasn’t too good either, I would preferred to go out to eat, but the room we booked looked nothing like the website super outdated no balcony, it did have a microwave, and fridge with kitchen supplies. Overall I'd give this hotel another try.

5 stars for the price and helpful staff. We checked in late no problem! AC worked well. Room was upgraded at no charge, just taxes which was awesome. I wish the pool was open later and and tv had many lines in it, but we barely were in the room so all good!! Definitely family friendly, not a party scene!