Chablé Maroma — Hotel in Quintana Roo

7 months ago when we booked Chablé Maroma we were torn. Do we stick with the hotel group we know and love, or do we try something new? We decided on the latter based on 2 factors: Chablé Maroma was a member of LHW (which we have been long-standing members of, and rarely are disappointed by) and it was a five star hotel with quite good reviews on Google. Shortly after we booked our decision was “reaffirmed” as Chablé Maroma noted on Instagram and on its website that had been ranked #2 in the Americas-Mexico by Condé Nast.

Fast-forward to the present, we have spent 7 nights at Chablé Maroma. It is (barely) a 4 star resort, but it is by no means a 5 star resort. “Something” is missing and it is very difficult to pin down Exactly What.

Unlike every resort we have stayed at (large and small) in Mexico and elsewhere, there was no indication that a general manager or a manager of any kind was on site and checking on the hotel or its guests. This lack of oversight showed.

There is not one major issue that has led us to this conclusion but a number of smallish events. From tired rooms with obvious stains (see photos), to villas that are not in the slightest sound-proof (being woken up at 6:30am by the downstairs villa who were engaging in normal family activities through a paper-thin connecting door is not our idea of a holiday), to a foam pillow advance request that wasn’t fulfilled, to friendly (very friendly, actually) but absent staff, to in-room glass water bottle caps that are at best a hazard, this is not a hotel we would stay at again or recommend to any of our friends.

One example was the Friday night. The hotel had closed its 3 restaurants for a “grill night” (which was excellent) by the pool with live music. Hotel guests were seated around the pool listening to the very good singer and accompanying guitarist. Despite the live music, the hotel had not turned off the pool music which was competing with the live music. When we asked the staff if the pool music could be turned off the staff seemed confused and unsure as to whether it was possible. It was, fortunately, but no-one had thought (before we asked) to do so.

On our last night we booked Bu’ul (the high-end restaurant). We arrived on time to find there was no table for us (although they could see our reservation on their tablet). Not sure why a booking was insisted upon, when no table was actually reserved. 🤔

We note that in the 8+ years we have been LHW members, this is the first hotel / resort in the LHW family that pays absolutely no heed or acknowledgment to LHW members that stay at the hotel. It is also the most disappointing LHW experience we have had.

On day 2, after a few issues at the resort, we tried to verify for ourselves Chablé Maroma’s claim that it was ranked number 2 in Americas-Mexico on Condé Nast. We were unable to do so. We found the Condé Nast list for Americas-Mexico and could see other hotels in the area on this list but not Chablé Maroma. Lesson learned, don’t take a hotel’s claim that they are rated by Condé Nast at face value (double-check the list ourselves).

We also note that, unlike most high-end resorts, there is no adult-only pool and no kids club. The last 2 days of our stay the pool was overtaken by children who spent better part of the day throwing various sized balls across to each other with no supervision from parents or staff.

In hindsight we should have gone back to the hotel group we know and love.

One last point. Price is rarely a driving influence on us, but the alcohol pricing was well out-of-step with other 5 star resorts in the area we have stayed at or visited (e.g. St Regis Kanai) … especially hard liquor… and especially mezcal / tequila. It really does leave a sour taste...

We just returned from an unforgettable 4-night stay at Chablé Maroma, celebrating a very special birthday for my wife. From the moment we stepped onto the property, the entire team made us feel incredibly welcome and special.

The rooms at Chablé are a true sanctuary—beautifully private, with an immersive design that makes you feel surrounded by nature. We loved the layout of our villa, especially the private plunge pool in the front and the luxurious bathroom with a tropical outdoor rain shower in the back.

Each morning began with what I can only describe as one of the best breakfasts I’ve had in my life, thanks to Humberto and his impeccable service at Kaban. The menu was extraordinary—ranging from international staples like pancakes to local favorites such as enfrijoladas, motuleños, sopes, and huevos rancheros. Each dish could stand proudly on a Michelin-starred menu. The serene atmosphere, paired with live harp music, made our mornings truly magical.

The pool area is peaceful and the 650 feet of pristine beachfront is stunning—perfect for relaxing with a cocktail or taking a dip in the ocean. If you’re looking to fully unwind, the spa at Chablé is an absolute must. The hydrotherapy pools and steam room are the perfect way to cap off a treatment, and Sonia and Abril were fantastic at tailoring the experience to our needs.

In the evenings, we loved heading up to Raw Bar, where Fernando and Brandom showcased their incredible mezcal knowledge and crafted amazing cocktails. The ceviches, aguachiles, sashimi, and fresh tuna tostadas were the perfect way to wind down the day.

And of course, Bu’ul was a culinary highlight. We enjoyed the tasting menu with the wine pairing, and each dish was executed with such care and attention to detail. Michael and his team not only delivered an exceptional dining experience but also shared the rich history behind the wines from Valle de Guadalupe, Mexico’s own Napa Valley.

A special thank you to the Concierge team, who were available 24/7 and made sure every aspect of our trip was seamless. We were touched by their attention to detail, including a thoughtful gift for our little boy and a surprise dessert celebration for my wife’s birthday.

Chablé Maroma now tops our list of resorts around the world. We’re already planning our next trip back and can’t wait to experience this magical place again. Thank you to the entire team for making our stay...

What can I say? They couldn’t do anything right here. I’ll provide some examples, please remember this is a 5 star hotel.

We woke up one morning and went for breakfast at around 7:30am (this isn’t particularly early). We asked for cappuccinos, but we were told they had just turned on the machine and they wouldn’t be able to serve us one for another 30 minutes. At this time they were still bringing the furniture out - chairs, tables, cushions etc. Later that day we went for lunch at the restaurant and the staff were eating at the restaurant just behind us - don’t they have a cafeteria? The room didn’t have bluetooth speaker. One night we had dinner at their “raw bar”, the “raw bar” was a complete misnomer and it was a mishmash of ceviches, Nobu style sushi, fried rock shirmp etc. The bar was supposed to close at 11, but the staff made sure to start clean up well before that so right at 11 we could be informed that the bar was closing and they wouldn’t be done with their work. A shrimp or fish taco will set you back U$20 - that’s for a singular taco, not an order of tacos. The first morning in our room we found a small box with four hershey kiss sized chocolates in it - we asked for more, but were told those were welcome gifts and if we wanted more it would be extra. At one point I wasn’t feeling well and I asked if they had an over the counter anti allergy - they said the pharmacy could delivery it for a U$20 fee. The gym is similar to what you would find at a airport hotel - it’s a complete joke.

After, 4 days of what I can only describe as mistreatment we moved hotels to Hotel Escencia. As I left Chable the manager said he was sorry I hadn’t enjoyed my stay, but to make up for it he would send me a voucher for two free nights. Here we are 10 days later, after I’ve followed up with them for the voucher and no voucher. Not only is their hotel poorly managed, but they also lie to you.

Hotel Escencia was amazing. When one of us had a headache they had tylenol onhand - they gave us brand new tylenol container with 10 pills. The order of tacos was for three tacos at $40 - almost half the price. The margaritas were delicious and when we got up at 7am we could have...