Name: First time trip to Cancun!
Item: Catalonia Playa Maroma
Rating: 5
Author: Leslie C

21 - 26 of 12,408 reviews

Savannah F

Fort Worth, Texas

Reviewed 9 August 2024

False advertisement

It’s false advertising the whole website. Customer service at its worse. Even the workers are not happy. Buffet is the same food every day breakfast lunch and dinner. We were there for 8 days and we NEVER able to talk to the supervisor only managers and still no help. We even told them to just refund our money for the reminder of our trip and we would gladly leave. The PRIVILEGE package it’s just a scam there is no 24hr room service because there is no cooks after 10:30pm so you only get a jail sandwich after 10:30pm and I have pictures with timestamps . They didn’t want to serve use out in the beach where it’s the privilege area. We never got the right room of the privilege area, no slippers, no robles, air was not working and never went to check on it or was fix . “Nightclub” is lame it’s got no air conditioning.

Room tip: We think they pay for the good rating even the workers would admit that it’s a scam

Date of stay: July 2024

Ask Savannah F about Catalonia Playa Maroma

2 Thank Savannah F

This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

We sincerely apologize for the disappointing experience you had during your stay. Your feedback is incredibly valuable to us, and it's clear that we did not meet your expectations, especially regarding the Privilege category and Customer Service. We are particularly concerned about the issues you faced with the room, amenities, and the lack of responsiveness from our team. This is not the level of service we strive to provide. We would like to investigate these matters further and ensure that appropriate actions are taken. Please reach out to us directly, and we will do our best to address your concerns and work towards a resolution.

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myalx3

Reviewed 4 August 2024

Look else where

Extremely small resort. There is only 1 very small pool that gets over crowed with kids and drunks. The food is awful and the buffet is the only place that doesn't require a reservation and there was no variety. I'm not sure how this resort is a 5 star. The privilege is no privilege and a waste of money. The beach area the chairs are all side by side with no room and privilege is even worse. When the restaurants are closed all you have access to are crepes which is extremely weird. There's absolutely nothing to do there. Privilege gets you the Beloved restaurant (that requires a dress code) but you have to walk around the pool past all the wild ppl. There's no point of really dressing up nice at this resort. It has a very cheap/low budget vibe. If you want to be in a crowded pool and just drink all day this is the spot.

Date of stay: July 2024

Ask myalx3 about Catalonia Playa Maroma

2 Thank myalx3

Thank you for sharing your candid feedback about your recent stay at Catalonia Yucatan Beach. I sincerely apologize for the disappointments you experienced, and I appreciate your insights as they help us improve our offerings.

I understand your concerns regarding the size of the resort and the overcrowding at the pool. It is important for our guests to enjoy a relaxing atmosphere, and I regret that this was not your experience. Your comments about the dining options and the variety of food will be taken into serious consideration as we work to enhance our culinary offerings.

I am sorry to hear that the Privileged package did not meet your expectations. We aim to provide our guests with a value-added experience, and I apologize that you felt this was not the case. Your feedback regarding the beach area and the availability of dining options will be reviewed to ensure we better cater to our guests' needs.

I regret that you found the atmosphere lacking in activities and enjoyment. We strive to create a vibrant environment for all our guests, and your insights will help us assess our entertainment offerings.

Thank you again for your valuable feedback. We hope to have the opportunity to welcome you back in the future and provide a much more enjoyable experience.

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marisagP4387DX

Brooklyn, New York

Reviewed 2 August 2024

Not the real info in the website

In their website they don't advertise that the day pass is 1500 pesos Mexicans approx us 100 it says 200 pesos Mexicans us 12 they don't advertise the beach close at 4 I took a taxi to get there arriving 330 pm I went for nothing not paying us 100 for 30 minutes .nothing of that says in website

Room tip: Come at 9am pay us 100 for the beach club this is real info no the lies in the web

Date of stay: August 2024

Ask marisagP4387DX about Catalonia Playa Maroma

1 Thank marisagP4387DX

Thank you for taking the time to share your feedback regarding your experience with the day pass at our resort. I sincerely apologize for the confusion and inconvenience you encountered regarding the pricing and the beach hours.

We strive to provide accurate and transparent information on our website, and I regret that you did not receive the information you expected regarding the day pass and beach access. I understand how frustrating it can be to arrive only to find that you had limited time to enjoy the facilities. Your comments will be addressed with our marketing team to ensure that all information is clear and accurately represented.

Thank you for bringing this to our attention, and I hope you will consider giving us another opportunity in the future to provide you with a more positive experience.

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melissa11etctraveler

Reviewed 1 August 2024 via mobile

Discrimination and not caring about customers

Hello, I've been to Catalonia Playa Maroma and and I have to say that the service has gone from bad to worse, I am allergic to dairy products and even though I've told the not to include them, I've had some bad consequences sue to it's lack of attention, moreover, the restrooms that are at the main entrance, always are dirty and smell horrible, if you speak Spanish sadly, they don't care about you, they just care about foreign people and the animation people are the worst, the thing is they discriminate a lot , the staff in general don't care about dirty dishes and customers' needs, its has been a really bad experience, as etc members, the experience is not as promised

Room tip: Speak in Spanish

Date of stay: June 2024

Ask melissa11etctraveler about Catalonia Playa Maroma

Thank melissa11etctraveler

Thank you for sharing your experience at Catalonia Playa Maroma. I sincerely apologize for the issues you encountered during your stay, particularly regarding your dietary restrictions and the cleanliness of the facilities.

I am very sorry to hear about the lack of attention to your allergy needs. Your health and safety are our top priorities, and I regret that we did not meet your expectations in this regard. I will ensure that your feedback is addressed with our culinary team to improve communication and care for guests with dietary restrictions.

Additionally, I apologize for the condition of the restrooms and for the perception of discrimination you experienced. We strive to provide a welcoming and inclusive environment for all our guests, regardless of their background, and I am disappointed to learn that we fell short during your visit. Your feedback regarding the staff's attentiveness will be addressed with our management team to ensure that all guests receive the high level of service they deserve.

Thank you once again for your valuable feedback. We appreciate your loyalty as ETC members, and we hope to have the opportunity to welcome you back in the future and provide you with a much-improved experience.

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Kathleen F

Reviewed 22 July 2024

Honeymoon in Paradise

My husband and I came here for our honeymoon and we were blown away at how fabulous this resort was. The service was excellent, the hotel was especially clean and ready for us. The staff was wonderful and the food was fabulous. We had our favorite spots, including Bloved, Toscana, and Ayami. We also loved the spa and Aromas coffee shop! Some especially wonderful staff were Quirino and Bernabe at Bloved; Teodoro and Isaiah as Toscana, Cleo and Araceli at the Spa, and all of the baristas at Aroma coffee. We loved this vacation and had an amazing honeymoon because of this awesome resort! The beach was also beautiful and clean. We did not want to leave and we are already looking forward to the next vacation here.

Room tip: Don't fill up your trip with excursions - stay at the hotel and enjoy the features and amenities of the resort! Tip the staff.

Date of stay: July 2024

Ask Kathleen F about Catalonia Playa Maroma

Thank Kathleen F

Hi Kathleen,
Thank you for choosing our resort for your honeymoon. We're thrilled to hear that you and your husband had a fabulous stay, enjoying our service, cleanliness, and dining options. It's wonderful to know that Quirino, Bernabe, Teodoro, Isaiah, Cleo, Araceli, and our Aroma baristas made your stay memorable. We look forward to welcoming you back for another amazing vacation!
Best regards,
Catalonia Playa Maroma

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