Melia Casa Maya All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

1060 reviews

• 

  More like a 2 star than a 4 star.

  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.

  Jul 11, 2026
• 

  STAY AWAY | HEALTH RISK FROM RESTAURANT SMOKE INHALATION

  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.

  Jul 11, 2026
• 

  Right-sized property with a great beach front and excellent service

  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.

  Jul 10, 2026
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  Poolside

  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!

  Jul 10, 2026
• 

  Small Resort, Big Heart, Exceptional Service

  My husband and I stayed at Meliá Casa Maya Cancun from June 25 to July 2, 2026, and had a wonderful experience. This newly renovated resort is located on Cancun’s hotel zone, within walking distance of the ferry to Isla Mujeres, making it a great base for exploring the area. While the resort is smaller than many others in Cancun, that is actually one of its biggest strengths. The atmosphere is cozy and welcoming, and the staff quickly get to know you, creating a more personalized experience. Everything you need is close by and easily accessible. We chose to upgrade to The Level, and it was absolutely worth it. The rooms were clean, spacious, and comfortable. As level guests you had access to an à la carte for breakfast, prefered liquor and a specific area on the beach. The beach was one of the highlights of our stay. There was very little sargassum, plenty of beach chairs available at all times, and no need to wake up early to reserve a spot. Although the resort is highly recommended for families, we visited as a couple and felt just as valued and well taken care of. The entertainment team offered a wide variety of activities, and the resort does an excellent job providing options for children of all ages. Food was delicious everywhere we went to eat. What truly made this stay special was the exceptional staff: ● Rodiver and Ivan (Beach Concierge) were always present, attentive, and consistently went above and beyond. Whether it was bringing a mimosa or offering a refreshing cold towel on a hot day, it was the small thoughtful touches that made a big difference. ● Alexandro (Lobby Bartender) made some of the best drinks we have ever had. He never disappointed. ● Melissa (Cape Nao Hostess) went above and beyond to ensure we had a great dining experience. She truly made our day on more than one occasion. ● Saul (Assistant Food & Beverage Manager) was a pleasure to talk with. We loved hearing his stories and appreciated his excellent wine and food recommendations. ● Anabel (Level Manager) and Jean Francois (Hotel General Manager) both made a genuine effort to ensure we had everything we needed throughout our stay. ● Lucero and Nelson (Servers at Cape Nao) were incredibly kind, patient, and always provided service with a smile. A heartfelt thank you to everyone who helped make our vacation so memorable. We left feeling appreciated and well cared for, and that is what keeps guests coming back. We would not hesitate to recommend Meliá Casa Maya Cancun to families and anyone looking for a friendly, comfortable resort with outstanding service.

  Jul 05, 2026