Mayan Palace Mazatlán

Tl;dr. 1) If you don't agree to attend their timeshare presentation, they're not going to treat you well. 2) rooms facing the road will be very noisy at night. 3) vegans have close to zero options for food at hotel restaurant We are already members of a different timeshare and have absolutely no plans to buy another so why would we want to spend hours of our vacation to listen to a high pressure pitch? We've been to these before and this time we decided we didn't want to spend our time that way. The rooms are dated but spacious and clean. The coffee maker didn't work and the phones weren't even connected to the wall but staff are responsive and they quickly fixed these things. The big problem is if you face the street (which is pretty much guaranteed if you said no to their pitch) prepare for really poor sleep with motorcycles and loud cars racing up and down, and loud voices outside. We were traveling with a kid who woke multiple times through the night. We asked to be moved to a room on the other side of the building and were told that because we refused to go to the presentation there's "nothing they can do". Mind you, this place is deserted right now (3rd week of Nov).. we are the only family at the pool, we were the only family at the restaurant, and we counted maybe 2 other groups at the beach. So clearly it's not because they are fully booked. There seem to be more staff than guests here right now. So this kind of weird retaliatory behavior seems weird. Food: there is a restaurant, a pool bar and a beach bar all serving the same menu. Service is great but there's only a couple of vegetarian options and no vegan options. Vegans are better off buying ingredients and cooking or purchasing from outside the hotel. The pool is huge and clean, the beach is nice but not not great for swimming. Other than the pushy sales person, the staff working here are kind and friendly. It's unfortunate that Vidanta values attendance of their timeshare talk above the overall customer experience.

Let me start with the good. The resort itself is very pretty. The grounds are kept very well and the rooms are wonderful. My partner and I are Vidanta members. This is now the third Vidanta location we have stayed in. Overall, we are very happy with Vidanta. We came to Mazatlán knowing that this location is smaller than the other locations. However, being at a resort that touts itself as high luxury, this location was a bit of a disappointment. There is only 1 restaurant on the property. Other Vidanta locations have 3 or 4, or more. Even that is fine, though. What disappoints me is that there is a general lack of consideration for the guests. If you experience an issue, even if it is minor, you expect that it will be dealt with. We talked to one of the associates about a particular issue we had with the grocery. She talked to the woman that works there while we were sitting in the lobby next to her. She finished her conversation and went back to her own thing. I had to go up to her to ask what the resolution is. I was sitting right next to her the whole time. That makes no sense. There also is a lack of attention to detail, in general. Waiters charging for items that are included in your order due to not knowing their own menu. Then having to jump through hoops to correct it. Housekeeping that does not replace wash cloths and tissues. Or when housekeeping shows up late afternoon to clean, when the resort is practically empty. Employees that are due in at 9 that don’t show up til 9:30 or later. Arriving at the resort and no valet or anyone else to greet you. Another thing that I found a little annoying is that when my partner and I have been walking around the property, we constantly had an issue of resort employees walking right through us. It didn’t just happen once. I am not suggesting that they should always get out of the way, but I am suggesting that when you are walking by someone, they should not race through you. I wait for others to pass as needed. They can do the same. It is just basic courtesy. Also, they should have more than one concierge. When the concierge was off (during the week), there was no one available. At the very least, they should tell you that there will be days when no one is around so you can plan accordingly. I know that this is not the standard that Vidanta strives for. They are adding units at this location. I hope that this means they will improve other aspects as well.

José from activities is very accommodating and funny. Water aerobics and lotería were my favorite. At first I didn’t want to engage in any activities due to my shyness, but he made it very welcoming and fun. Thank you Jose and Vidanta for a great pool experience.

Jose was exceptional at his job and made everybody feel good. The staff was great fun and helpful in all areas. The activities were great fun and included everybody, even not knowing the languages of the people around us. Overall our holiday is one I will always remember

This was our first stay at Mayan Palace. We had the best time and so did our girls 8yr and 5yr. Our oldest took the pizza making class with her grandpa and Jose from the JOY SQUAD made it the best! They had a great time. Jose was also our instructor for a yoga class and our family of 4 had the best time! Jose was great with our girls and they loved all the activities!

Jose from the Joy squad was amazing! He was so accommodating for the whole family at yoga. He helped my father in law and daughter make pizza in a class. It was delicious!They’ve been eating it all week. He is always making sure the kids have something fun to do and even give them some candy. The trip would not have been as fun without Jose. We will recommend this place to every one of our friends.