Hotel Maya — Restaurant in Long Beach

It started off as a nice experience until we noticed the customer service really lacked. Some staff were nice while other times they were rude. There were two examples I can provide.

1. Once while taking the shuttle when trying to give instructions to where we were it seemed like the person purposely acted as if they couldn’t understand the details of the address we were providing. It wasn’t hard we provided the address and name of what it was but they kept saying they needed more details. Once finally confirming the driver asked us three women to cross the street with all of our bags instead of just pulling up to where we were. After crossing the street he was rude and didn’t even have a conversation. Once driving in to hotel maya we asked if he could pull up to building 3 since we had so many bags. He said usually they don’t do that but proceeded as If he would pull to building 3 since you had to pass it first to get by the office and he pull right past building 3 and parked by the office anyway, he said his name was Franco or frank something like that but when speaking to the front desk they pretty much said he lied about his name.

2. while just chilling at the pool - a worker came in the pool area and was asking people for key cards to make sure they actually belonged which I was confused about bc how would we even get in the pool area, but either way showed the key card and moved on. But it was very unsettling that this same person lingered In the corner and seemed to just be watching us. He wasn’t hiding it he was just in the corner. Very rude and unsettling.

3. hit water stopped working in our room, called front desk and they sent maintenance and they checked it and said they would be back. Atleast 30 min or so of time has passed and still haven’t heard back from maintenance or anything. Mentioned this to housekeeping and they said they would reach out another 30 min or so passed still no maintenance or front desk call. Mind you we had excursions planned and missed them because we couldn’t shower. The third time we went out the front door and asked the housekeeper again and she called them and was told it’s the water heater so we called the front desk in which they treated us as If we were lying by saying no one else has complained about this issue ok and maybe they don’t shower idk but ours isn’t working no reason to lie about that. They made us move rooms with all of our stuff which we did not want to do. They did accommodate us with a luggage cart to help and asked if we needed help which we declined bc we were still packing everything up at that time. The next room did have a nice view of the pool and water which was pleasant and better than the previous room and they did accommodate our parking for the trip due to this inconvenience of missing excursions etc.

Overall not a terrible stay if we are considering amenities, however, be prepared for $45 a day for parking if u choose to park your car, there are no places around close by to park alternative to this that’s cheap. No restaurants, etc in walking distance do be prepared to DoorDash etc. Customer service isn’t great at all. I wouldn’t go back it’s too far from everything and staff...

We booked this hotel for its amenities and waterfront location, but unfortunately, the experience fell far short of expectations. The on-site restaurant and jet ski rental never answered their phones, and by the time we finally got through, all the jet skis were sold out. The restaurant itself was a letdown—service was slow, the order was wrong, items we requested never arrived, and we were charged a mandatory 20% gratuity regardless of the poor service.

The front desk staff were unfriendly and disorganized, helping others who arrived after us. Housekeeping knocked at 10:45am despite an 11am checkout time, and our room keys stopped working exactly at 11am—so no chance to enjoy the pool after checkout. A late checkout to 1pm was $150, as was the rental of a very underwhelming cabana.

The food by the pool felt like a makeshift backyard BBQ—hotdogs, burgers, tacos, and quesadillas grilled right there, which felt unprofessional for the price point. The room was also a huge disappointment. It appeared clean at first glance, but we found a child’s toy under the bed, and our feet turned completely black after walking barefoot on the floor. Absolutely disgusting.

There weren’t enough functioning outlets, no smart TV (just a basic cable guide), no speaker, and limited amenities. We booked the room for four guests but were only given two robes and two bath towels. When we asked for additional robes, we were told they couldn’t provide more because “housekeeping keeps them counted.” Towels were eventually brought—but in a trash bag. The QR code for room service and amenity booking didn’t even work.

To top it all off, our “ocean view” balcony faced a large, floating, rotting dock. The outdoor sand area was filled with loud, inappropriate conversations and marijuana smoke. Definitely not the relaxing or high-end experience we expected.

Overall, this hotel felt completely overpriced and misrepresented online. We will absolutely not...

I recently stayed at this hotel as part of a park and stay package for a cruise. On the surface, it has everything going for it: a great location near the port, clean and well-maintained rooms, and a convenient parking setup. The initial experience—especially getting to the cruise terminal—was smooth and hassle-free.

Unfortunately, the customer service and staff responsiveness were significantly lacking and left a negative impression on our trip. I called the front desk to request a basic set of towels, but no one ever answered the phone. I then walked down to the front desk twice over the next three hours—and still left without the towels. It was frustrating that such a simple request couldn’t be fulfilled or acknowledged.

The worst part came after our cruise. I had called the day before disembarkation to try and schedule our return shuttle, but was told they wouldn’t put me on the schedule. The next morning, I attempted to call five separate times after leaving the ship—again, no answer. When someone finally picked up, I was informed that the shuttle driver wasn’t on shift and no transportation was available. We ended up walking back to the hotel with two kids and six bags, which completely defeated the purpose of booking the park and stay package in the first place.

My recommendation to hotel management: please train your staff on how to answer the phone and communicate effectively with guests. A great hotel means nothing if the service is unreliable or dismissive.

In summary, this hotel is a solid choice if you’re only looking for a clean room and a convenient location—but be prepared to manage everything yourself. If you need any help from the staff, don’t count on timely (or...