Melia Casa Maya

This hotel is far from a 4 star. Its more like a 2. Rodiver, Melissa, Fernando and generally speaking staff is kind. Although they are kind, they lack drive to find solutions to simple problems. They all reply as if things are not their problem. Food is horrible. Poor selection, poor quality, ZERO flexibility whatsoever. As a vegetarian I am used to having limited options, but at the same time had never been denied things like carrots, or quesadillas that were asked to compensate their lack of options. Quality is bad, no natural juices, no natural anything, even cheese is watered down and not real in things like nachos. Beverages are watery and limited. Never saw or tasted the premiums beverages we paid for. We had to ask an additional shot to add to cocktails since they barely had any if they did at all. Waiting times for food are also long. Expect a 40-1.5 hour wait time in general. Public areas are not cleaned enough for how limited they are and how crowded they were. Washrooms were always disgusting. Rooms are very nice, spacious, cleaned, with really good beds. Both bathrooms had issues with the shower as to how they are designed. One was extremely small and odd, with a hole in it, the other there was no way to keep the water inside. The Level lounge was dirty, wasnt stocked and often left alone. They refused to give me a proper invoice, only provide a statement without name, email or anything. Management tried to fix things when I said I was leaving, but I think this hotel is for someone who will settle with anything and not what is offered. They had 4 hungry and thirsty guests.

One week at Meliá Casa Maya: three nights of smoke, a broken promise, and benefits we paid for and never got. I have never spent more of a vacation arguing with a front desk than I did at Meliá Casa Maya Cancún. Seven nights, three rooms, a pregnant woman and an 18-month-old in the party, and the resort turned it into a week of hell. Start with the smoke. Our connecting rooms, 1721 and 1722, filled with grill exhaust from the restaurant every single night. Not a faint smell but enough that we slept with wet towels shoved under the door. We reported it the first night. And the second. And the third. They moved us Wednesday, and only after a manager stood there and watched smoke pour out of the doorway himself. This is a resort that advertises itself as smoke-free. With an infant and a pregnancy in the room, it wasn't just unpleasant, it was a health issue they sat on for three days. Then the "resolution." To make up for the smoke, a manager and the guest-experience coordinator looked us in the eye and approved 50% off our stay, plus a cabana. At checkout, a different manager simply refused to honor it and gave us a sliver of what was promised. So the compensation for their failure became the next thing we had to fight about. We upgraded all three rooms to "The Level" and got almost none of what it's sold as. No premium drinks for the guests who were consuming alcohol. A guest in our party turned away from dining she was entitled to on the exact same tier. Reservations so mangled the concierge booked dinner for two when we were a party of six. We nearly didn't eat that night. They handed us a "$150 coupon that works like cash," which turned out to already be part of our booking, and then the spa would only honor $20 of it against a $400 service. Cash-equivalent, apparently, except when you try to use it. The through-line is a resort that overpromises to your face and underdelivers at the register, and treats "smoke-free, family-friendly" as marketing rather than something they actually run the building to be. The beach is fine...sargassum during this time of year. Everything the staff and management touched, we had to fight for. We won't be back.

We had a very well-rounded expereince spending one week at this hotel. It's a mid-size, well-maintained property with a good virienty of amenities.Friendly staff and very well managed operations.Food was very decent, and with exception of fresh fuit, we had a good variety of local dishes we enjoyed. The majority of guest were amicable Latinos, and their company also made the stay a pleasure.

Rodi and Ivan poolside are the best!! They took care of us at the cabanas everyday, remembered our names and our kids names too. Emmanuel was great servicing us with drinks and food, they were very attentive! Ballon fight, water volleyball and foam party were so much fun! We had the best time, thank you!

Melia Casa Maya is an AWESOME resort! From the Chef Isaac, to the Front Desk Manager Reyes to the Beach Manager Rodiver, to the Level Up Manager Anabel and to Wait Staff Ivan at Cape Nao to our favorite previous concierge Majo…every staff member made my family trip ABSOLUTELY SUPERB! Rodiver always had our beach space ready and swimming in the ocean is my preferred activity. We have been visiting since 2010 at Casa Maya. We are booking next year’s trip today! I highly recommend this property run by Melia.

Room was great and that was not my issue, I am glad I upgraded to ocean view. With upgrade came concierge service and that is where I had issues. They said that they would reach out to me and they never did until late the next day only because another staff member called attention to them. I finally got response and communication with them. I sent a request the next day and I never got response back with help to get a service by the beach. I was very disappointed with that service. The food was not very tasty. It was bland lacking authentic flavor. I thought I was at a high end and was disappointed in quality of food. I kept giving each different restaurant a chance and each time I was dissappointed. The final night ended up cancelling reservation and went to the buffet and it was actually satifying for the final night. I wish this was a better stay. I was really looking forward to it and unfortunatly I will be looking elsewhere to stay next time I visit Cancun.

The hotel has been recently renovated and the "LEVEL" category is worth it because the drinks and the food are of very good quality. In bars, remind the bartender that you have a Level bracelet so they will serve you good quality drinks. The rooms are clean and the view is beautiful, the only thing missing is a clothesline for swimsuits to dry. The location is perfect, close to the downtown and accessible to the entire hotel zone. The service in restaurants is very good; the waiters are very professional and friendly especially Ivan. The check-in experience was smooth, kudos to Yulissa at the front desk, she was nice, and friendly. At the check-out Carlos the bellboy helps us a lot in the process, I really appreciate his help a lot. Overall, I have to say that our visit to the hotel was very pleasant, we will be back soon.!

Clean, good food, good amenities, safe and good location for activities, beach was clean, swimming pool nice size

Beautiful location easy to get around. Food options were good in all of their restaurants. Service was hit or miss. Ignored by staff on multiple occasions at bar. Level upgrade absolutely not worth it. Concierge in main hotel much more helpful and pleasant. Overall good place to stay with family if your local but wouldn’t go back because of the service.

We had a great time in the kidsdom. Water slides are great and daily activities were well organized. Pool is a bit small but beach was great.

We love this resort. The Staff is incredible, simply the best! Upon arrival Bell boy Jaffet and David the Room Controller at the Front Desk are very kind, courteous and professional. Our Concierges ISABEL and Patty are the best of the best, they always anticipated all off our needs. Pool and beach attendants Roddie, Ivan, Elsie and Leidi are top ones. Special mention to Rosalia at the Buffet who went above and beyond and to the Cape Nao team managed by Omar who are amazing, our cheff Uriel, waitress Ivan, Yire and the best bartender Ian, also for Carmen at the SPA. Your Staff make the difference and always provide unmatched service experiences. Can't wait until we return in July- August...

Melia Hotel is amazing and we received excellent attention to detail. Thank you for making our stay so wonderful. A special thank you to Senhor Rodiver who took care of our family every single day down at the beach. Melia is special and the excellent Team and staff who work so hard deserve recognition and appreciation. The people at Melia Mayan make this a world class hospitality. Muchas Gracias and till next time. Ate’ proxima. Sincerely, The Horugavye Family

We don't arrive until October 2026 but wanted to update info that I can't find anywhere. We got a regular suite and I heard everyone mention "The Level". Bruno finally replied and upgrade our room for under $50 a day total! I read crazy reviews that they will charge you way more upon arrival so we upgraded asap thanks to Bruno!! For what I paid to upgrade even if it's not really much better it's so cheap it's worth it vs having to use limited areas etc. My wife must have shade so the Palapas are best suited for us vs a regular umbrella. Thank you Bruno!

I recently spent a week at Melia Casa Maya in Cancun and overall had a wonderful vacation. This resort won't be for everyone, but it's an easy, family-friendly getaway. Overall, the staff were friendly and lovely, in particular, the tall gentleman in the Circle Lounge with long hair and a mustache (I didn't catch his name). The resort has a smaller footprint than all-inclusives I've stayed at before - which have generally been in Playa del Carmen or Tulum, so this one could be typical for Cancun. I appreciated that it didn't feel like a hike whenever we wanted to grab a drink, head to dinner, or return to our room. The downside is that there isn't a lot of variety in places to hang out or explore, so after a few days it can start to feel repetitive. There is a pool table in the lobby, which was always busy and became a fun gathering spot throughout the day. The water park was a huge hit with my kids (7 and 9) and they also loved the kids club. I assumed they were getting close to aging out of it, but because only a handful of kids participated each day, they received lots of personalized attention and insisted on going most days. We booked a swim-up room, which I highly recommend it. Unlike some resorts where swim-up rooms connect to a large communal pool, these are only shared with a few neighboring rooms, making them feel much more private. It ended up being one of our favorite parts of the trip. The swim ups include Level service, but I wouldn't pay extra for it. The reserved beach section was nice, but there were plenty of non-Level chairs available throughout the day. The concierge sent a daily templated text but didn't provide much value beyond that. I tried asking a few basic questions and responses I received made it feel like I was putting them out; also no proactive offers to help. For example, I asked for a spa price sheet, which they just responded with a PDF - no follow up on whether I had questions or wanted help booking something. I also requested a dinner reservation that was never actually made, though I caught it in time and was able to book it myself. I prefer to be self-sufficient so I was fine without the extra support, but if you're looking for that... probably not worth an upgrade. The beach itself was nice with soft white sand and clear water. A bonus: there was no chair-saving, either at the pool or beach. At almost every other all-inclusive I've visited, there's an early morning race to reserve chairs with towels. It was refreshing not to deal with that here. The food was a little lacking. There are only two main à la carte restaurants, plus the buffet and two smaller snack options. Reservations open at 9 a.m. each day for same-day dining only. The buffet is on the smaller side (reflective of resort's size), so variety was limited. Generally, things started to feel repetitive pretty quickly. The nightly entertainment was enjoyable, but again, somewhat limited by the resort's size. Most shows took place across the pool or in the lobby where space was tight. Also, shows didn't begin until 9 p.m., which felt late for a family-focused resort. I felt sorry for the staff - working hard and their audience is made up of non-engaged, barely awake children staring back at them blankly. Overall, I think Melia Casa Maya is a great choice for families looking for a relaxed, manageable resort with a solid beach and amenities for kids.

Melia brand needs help; although we always have a great experience in Mexico due to the amazing staff this hotel needs to rethink what a vacation experience needs to be. Two days without AC is not a nice experience; crowded restaurants and overloaded personnel also are not.

Great place with great people. This is one of the few beaches that had little to no seaweed during our stay, so we could actually enjoy the beach. Easy access and walking distance to the ferry that goes do Isla Mujeres. Staff is great and always willing to help out. South tower odd number rooms face the outside, while even number rooms have straight view to the beach and ocean. 3 restaurants on site require reservations for dinner. Easy check-in and check-out process. Oscar was a great help at the all day restaurant. This is a family friendly hotel, so there were plenty of kids running around which is always good. There is also a side of the hotel that has water slides and other water park like feel for the kids. The pool does have a shallow portion for the kids and a deeper side where most of the adults stay. Although the hotel is a considerate size everything is close by.

The hotel was nice and decent clean. Seats in the main dining room could have more detailed cleaned. When the tables were cleaned , leftover food often fell on the chair and benches. The staff was very friendly and make you feel welcomed. Atmosphere in the hotel is nice and authentic. There were activities all day long for all ages. However, in the day of our checkout the door bell man offered us a taxi. He told us the price to the airport is $15. The guy was driving extremely slow and when we arrived at the airport the driver told 4 times higher price. So disappointed. Best thing is order Uber or lift to know the upfront cost without surprises.

We are currently staying at the resort and are very impressed. The food is great. There is lots of selection and enough restaurants to pick from that even the pickiest eaters will find something to eat. There’s lots of activities for both kids and adults that run most of the day. We were also surprised to find the kids club is big and indoors. We didn’t find much information about their kids club when we booked. But they have a fantastic one!! The kids got their faces painted there yesterday! All the staff are genuinely helpful and work very hard to make everyone’s stay both fun and relaxing. The nightly entertainment is well thought out and enjoyable. We definitely plan to stay here again next year!