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This is a beautiful resort, but unfortunately the customer service experience was extremely disappointing. Due to one of our travelers being hospitalized, we needed a modification to our reservation booked through Expedia. While staying at the resort, 2 staff members assured us the matter would be resolved, but after multiple follow-ups, emails went unanswered and promised callbacks never happened. Even after providing hospital documentation, neither Expedia nor I received any meaningful response. To make matters worse, staff members later refused to provide their names when contacted by phone, and multiple assurances of follow-up were never honored. Guests spend a significant amount of money to vacation at a resort like this, and in situations involving medical emergencies, customers deserve professionalism, communication, and compassion. The complete lack of accountability and disregard for communication throughout this process was unacceptable. Because of this experience, I would not recommend this resort and will not be returning. I would strongly encourage future patrons to consider how customer issues are handled here, especially in situations involving emergencies or unexpected circumstances.

Fairly compact, well maintained property on a beautiful stretch of beach. Everything was pretty much as expected: quiet vibes with fairly limited nightly entertainment, good service, small but serviceable buffet, and more. This resort would certainly deserve a 4 star review, but unfortunately I settled on 3 for one main reason, the AC. We stayed 8 nights and were not able to get 1 good night of sleep with temperatures in the room, despite the AC on max all the time, not hovering around 23 degrees (73 plus degrees). We are not AC lovers, but the room was just 1 or 2 degrees above our comfort level. Some of these issues extended beyond our room. The Sports Bar, for example, was basically impracticable for more than a few minutes. I do not know if this is the norm or the luck of the draw, but unfortunately, when one of the things we appreciate of these vacations is the ability to get some relax and sleep in, this experience may put us in a situation where we would not consider returning. Thanks to the staff for their hard work.

We stayed at Viva Maya many times and this place has captured our hearts for good. We feel like home at Viva Maya and even though we've been here a lot there's always something new to do. Staff is amazing, place is clean and people are always nice. It's a very family friendly place, the vibes are just so good. Can't wait to visit again!

Best vacation ever

Nice place to stay with kids.

Rooms need update apart from that 1st class for location food and staff