Meliá Casa Maya Cancún All Inclusive — Hotel in Cancún

Plenty of room for improvement at Casa Maya

A week of highs and lows…

First off, certain staff members were truly excellent.

Wilbert, Abraham, Oswaldo, Leidi, Leonardo, Pascual, Perla were all excellent waiting staff.

Of primary concern was Nate from the Imperial Fiesta beach. On Sunday we asked if we could use a bed from 11. He said yes. We asked if we could stay beyond 1pm. He said, no it’s 1 per room session per room per day. We said okay, well our friends have another room, can we book under their name. He said no if it’s under the same reservation. We said it’s not under the same reservation. He said no if it’s under the same timeshare contract. We said it’s not, it’s my aunts timeshare contract. Then he said well you’re the same family so you cannot stay.

The levels of escalation made it clear he was making up a policy as he went along to minimise his work for the day.

The Imprerial Fiesta beach was 80% empty for the rest of the afternoon (I checked), with 4 of the 5 day beds remaining free for the rest of the afternoon.

That was our first day; we avoided him and the Imperial fiesta beach for the next 13 days until our departure; I don’t work hard during the year to spend my vacation interacting with someone with this level of morality.

Our second bad experience was with Iessica from the restaurants, who again made up statements, specifically, that empty restaurants were full.

I went to reception to ask whether we could book for dinner. The lady at reception said it is too late, but the restaurants look like they have a lot of availability this day; so she suggested to go and ask directly at the restaurant. I went to ask at a restaurant and was greeted by Iessica who replied saying to go and check at reception. I said I had checked at reception and was told to go ask directly at the restaurant. Then, in no uncertain terms, Iessica then stated that the restaurant was fully booked for that night, despite not having checked anything in the 2 seconds before replying to my query.

I returned to the restaurant at 7:30 that night and entered to speak to Iessica in the middle of a mostly empty restaurant ( 4 tables were used of ~20). I, sarcastically, asked where everyone was as Iessica had told me the restaurant was fully booked! She said the rain probably stopped the people coming that night. When one considers that the hotel is made of 2 towers, 1 tower can attend the restaurant without exposing themselves to the elements, and access from the other tower requires a 20 meter walk in the rain; Would 8 tables of people skip dinner on a given night because it rained earlier in the evening?

Again… was this another member of Melia staff happy to lie to reduce their workload?

Apart from Nate and Iessica, the hotel was fairly good, but having such characters (of low integrity/ morality) in management positions negatively impacts the hard work of the rest of their teams, and the overall perception of the hotel.

My family don’t go on holiday to be lied to by the staff at the hotel: however, this is apparently the Melia offering…

However, it was good to see old faces such as Juan from the animation team.

The additional evening events such as the pirate show were excellent.

It was a great shame that the beach volleyball court has been removed. This was historically a great place to meet and mingle with other guests - and has instead been replaced by another 50 sun loungers that sit empty for most of the day.

The renovation is fair, but nothing to shout about.

Finally, if you’re an imperial fiesta club member, please note that you can get all inclusive for 55 USD.

Reception do not know about this/ deny its existence, and you have to contact Mr. Reyes to obtain this benefit of our memberships.

Here’s to hoping leadership can prune the weeds from middle management!

I’ll try a Melia hotel again in maybe 5 years, perhaps they will improve their QC…

Ramon and Juan did listen to our concerns during our holiday, and were very patient; but the organisation really needs a shake up.

I...

Stayed for 5 days, 25-30 May. Honest review. Two Adults, one toddler (2y.o)

First Impression: Very taken care of, clean and nicely styled hotel. All staff is welcoming and friendly. Two restaurants were open when we arrived at 10pm (22:00). Yulissa front desk clerk was amazing at explaining how the hotel operates in terms of attractions hours (restaurants, bars, water slides, etc.)

Room: Upon arrival the room was clean, fridge stocked with essentials, plenty of towels and crib ready for toddler. (We asked for crib at check in, by the time we went up it was ready for us). Some said it was too small for their kid, ours is 2 and she slept great!

Main pool is clean, loungers are cleaned daily. There is no need to come early to “reserve your spot” as they open up through out the day, at the time of our stay it was not packed so we had no problem finding a spot. Main pool is divided into two sections with shallow and deep side. Our 2 year old could walk around with chest barely under water in shallow side so very safe for kids. Stairs between deep and shallow sides are white and easy to see for adults, but always keep eyes on kids.

Poolside entertainment was awesome. Elias and Diana did a great job interacting with everyone and making sure we had a good time. The waiters by the pool come by often offering ice cream, slushies, and drinks.

Breakfast: We loved Merkardo buffet, they had a lot of options pancakes, French toast, eggs, bagels, the list goes on and on. Same with lunch and dinner.

Lunch: Since we got the level upgrade we had lunch at both Merkardo and Cape Neo, and their options are also great! Lunch switches daily so you’re not stuck eating the same food over and over.

Dinner Reservations: a lot of people made a big deal out of it, it’s not. They tell you when you check in and you can make same day reservations with a lot of time frames to fit your needs. Maybe we came when it wasn’t “packed” but I’m 100% sure you won’t have any issues.

Italian restaurant ( forgot the name) is not overhyped, it’s definitely a MUST. Their food was delicious and you can sit there for hours no one will rush you.

Cape Neo you have to like seafood (not like boil, more like Mahi Tahi, Clam Chowder etc.) but also a great place, ate here twice during our four day stay.

If you don’t feel satisfied with your dinner at either of them, Merkardo is open till 11pm and you can eat all you want.

Kids Pool/Waterslides: dirty pools, not in a mean way, there was a tree(s) that shed leaves the whole time and they try to clean up as much as possible but it’s out of their control unless they chop the tree down. Overall it was great, the splash pad was loud (water splashing duh) but felt overwhelming for me. I burned first day so didn’t slide but my husband hit every slide few times and would stay there all day every day.

Bars: Open at 11am, and close at 1 am. Worked as fast as could, high demand as people wanted to relax but waited no longer than 2-3 mins. Waiters walk around the pool and bring you drinks as well.

Beach: they cleaned up all seaweed down to swimming barrier, so it’s clean water, plus they clean up sand daily so also little seaweed. The seating is a little bit far but we took towels to sit closer and no one complained. There are locals that can access the same beach but barely any, they didn’t bother anyone and simply enjoyed their time as well. (If you been to Panama City beach FL, it’s NOTHING like that, maybe four families spread throughout)

Cons that didn’t bother us: Room service is $10, but food is free, just the service itself. (Never used it as restaurants allow food to go and provide containers) Fridge is stocked very little (two water bottles, two beers, two sodas and one sparkling soda) but there is more water bottles throughout the room. Some bathrooms in rooms didn’t get the “big remodel” so it’s kind of outdated, like a little bit rusty faucet and old countertops, but again that didn’t...

Very honest review here. We were a family of 5 from Canada here for 12 days dec27 2024. We were VERY anxious from reading the comments before coming, asking ourselves if we should cancel our trip, but luckily, we didn’t ! We had a very pleasant trip and I would recommend this place, having the good expectations.

The hotel Check in was fast, after a loooong day it was pretty easy at 10h30 pm . Hotel is VERY clean. The rooms are very large. We were first placed in a room where there was supposed to be 2 beds + sofa bed but was missing sofa bed. We changed room the morning after. We had to insist because the first answer was that the beds in the room were not garanteed. But as soon as I spoke to the manager (Carlos), he gave the ok and he and Alejandro took care of it and we were switched to a very beautiful room with sofa bed, closed bed room.

The food Good food, but a bit more variety from day to day would be better. Not too much crappy food so at least the food that’s there is good. Lots of fruits and vegetables. A la carte restaurant we’re never a trouble to reserve for dinner. The cape nao breakfast buffet is the best. All the food places were very well maintained and clean.

My only concern is that for hamburgers we had to check and ask to recook the meat because we didn’t want any pink. Maybe it’s usual in Mexico to cook it this way but for me, hamburger meat must be very well done. But they always recooked it without problem.

The service people were amazing. Jose Luis, Marcelino, Cindy, were our go-to but sincerely every one was so nice and spoke good English also.

Also the drinks are very good. Thumbs up to Adiel at the beach bar!

Entertainment I was amazed by the entertainment. They work non stop , always smiling, super inclusive with everybody, seriously I give them 120%! From yoga/stretching/aquagym /waterpolo, to pool balloon party , silent disco, danse lessons, sand castle , kids waterpolo and more more more.. I don’t remember the name of everyone of them but Amanda, Suriel, Christopher and really the whole team was wonderful!

Also the New Year’s Eve celebration was amazing. We travelled often at New Year’s Eve and it’s one of the best celebration I have seen ! Maya dancers, beach party with live bands , lighting floor, dansers, fireworks… I did not expect that from a small hotel !! And the day after erverything was cleaned , when we woke up!

Beach/pool/waterpark The beach is large, always soccer, volleyball going on. Beach bar is very accessible and there’s service on the beach also. The sand is fine and soft like flour. The water is clear. Very shallow so very safe for kids. Popular beach with local families who install their chairs and umbrellas , but the meddling is rather pleasant!

Pool is very clean, the water is fresh. (But as Canadians, it didn’t bother us!) it’s a nice long pool, so you can swim laps . There’s a nice shallow area for the kids

Waterpark is super fun ! It’s reserved for the hotel clients so not too busy ! Very well guarded with 3-4 lifeguards at all moments.

We enjoyed our vacation. It’s a very good place also to go with a person who can’t walk too much because erverything is close by.

I think when they opened the first week It was not ready and that’s why the comments were bad.

I hope my review helps you because when we saw all the bad comments we almost cancelled our stay and we would have missed out on a really...