Maroma Beach — Restaurant in Quintana Roo

Visited here for a fishing trip today. Started well but was NOT as expected and certainly not worth the price they are charging for the staff to laugh in your face and roll their eyes at you when you try to make a complaint. Transport arrived on time at 7.05am at our hotel. We got to the beach club where nobody was available for check in and the place seemed to be closed. Cleaner told us to wait and someone will come. Staff arrived 20 minutes later, checked us in, given wrist bands and sent to drink coffee and wait for other clients. On boat for 8.30am, introduced to crew and shown a demonstration of how to use the equipment. The crew were friendly and there were chilled drinks available. Very confusing to watch crew fishing and wonder when any of us would be able to have a turn. My husband stood most of the time because the boat was so small there wasn't enough seating for the 6 clients on board. One man fell asleep! The crew fish and when they get a fish on the line you can have a turn at trying to reel it in. 5 of us had a 10 minute shot of the rod, one younger lad got 2 shots 😳. We arrived back at the beach club and headed for our transport which wasn't there. Went to check in desk to ask and they arranged transfers for the other clients on our boat but told us we wouldn't be collected untill 2.30pm .... another 2 hours away! I explained we had left our son with a sitter to do the trip and needed to get back to the hotel and that it was unreasonable to make us wait for 2 hours when the everybody else got to go home. I tried to complain to 3 different members of staff. I was laughed at and had one man rolling his eyes at me and then talking about us and laughing at us again after telling them i needed to return for my son. We waited 2 hours and 15 minutes before getting a transfer back while watching other people getting transfers every 15 minutes, which is ridiculous. We were told we could have a free slice of pizza during our 2 hour wait but i just want a refund. Eventually filled out complaint paperwork and was told to speak to agent in hotel who sold us the trip. Returned to Grand Sirenis Hotel and headed straight to the agent who took down details and said she would get back to us. She has just called to tell us that only getting 10 minutes of reeling in a staff members catch is perfectly normal for a 4 hour charter and no apology for staffs behaviour. Maroma beach have told her they will not give a refund. I will not settle without a refund after paying this amount of money for a glorified boat trip where my husband didn't even get a seat....

This place is great. I got the Dolphin Cat Swim package that includes a little trip on a catamaran, snorkeling at two different locations, if the wind is good a ride on a Spinnaker and swimming with the dolphins. Before the snorkeling a guide will instruct you how to properly use the mask and how to look in the water so water doesn't get in the breathing tube and during the snorkeling two guides go in with you, one in the back and one in the front of the group. They keep the group together and they are on the look out for I'm assuming danger but also for cool thing that you probably wouldn't catch. For me I was able to see an eel that was in a rock, a starfish that the guide brought up for us to hold if we wanted, a huge lobster, pretty conches, and a sea turtle. The water feels great and refreshing. There is a current in some places so you have to make sure to always swim and stay with the guide. They have water and sodas for you on the catamaran and chips for when you come back from the snorkeling. After the snorkeling we had to wait for the dolphins so we went to the buffet meal that was also included in the package and we ate and then went to the beach for a little while before the dolphins. If you have a backpack or bag and want to lock it up they have lockers. I don't know how much they cost but it was included with the package we got. They don't allow you to take any jewelry or phones or cameras I to the pool with the dolphins because if you drop something then the dolphins eat it and get sick. After the dolphins we went to wait for the bus to take us back to our hotel. They have them going about every hour in case you want to leave earlier. They have gift shops. They give you towels after you get out of the dolphins and they have shower to wash off and also...

Went for ATV and parasailing excursion with lunch included. When we checked in we weren’t told anything about what to do for lunch or given vouchers for our meal. After the ATV ride I asked about lunch because it was too windy to go parasailing. The lady at customer service said we don’t get lunch and didn’t want to give us the vouchers. A man standing nearby told her we do get a meal and verified with a supervisor who immediately said yes we get a meal. The lady began arguing with the 2 gentleman in Spanish because she didn’t think we should get it. She didn’t know 2 people in my group understood Spanish. It was rude and awkward. At the restaurant there are no signs indicating to sit or wait to be seated so we waited. The wait staff just stared at us but didn’t direct us. Another guest finally walked over and told us to just sit down because they stood there waiting forever and no one ever helped them. We were given a menu and then another waiter came over to take it away and said we don’t get that food. He rattled off a few basic items we could have (salad, hot dog, or hamburger). The food was not good. The parasailing ended up getting cancelled due to wind. When I asked for my boarding pass back to take to the hotel for reimbursement I was told I didn’t need anything and they would send me an email. I received nothing. When I got to our hotel and requested reimbursement the first thing they asked me for was my boarding pass (which served as my receipt). I wouldn’t recommend this place. Overall experience wasn’t good. It’s way overpriced for poor customer service and poor food. There are much better...