Meliá Casa Maya Cancún
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Fast facts
Check in from: | 15:00 |
|---|---|
Check out before: | 12:00 |
Pets | Pets not allowed |
Amenities
Parking
Air conditioning
Pool
Fitness centre
Spa
Front desk 24 hour
More about Meliá Casa Maya Cancún
Meliá Casa Maya Cancún
Meliá Casa Maya Cancún offers views of the Nichupté Lagoon and the Caribbean Sea. Meliá Casa Maya Cancún is an 8-minute drive from downtown Cancún. It offers an outdoor swimming pool, a hot tub and a restaurant.
Reviews from 
Couple
Comment: 5 Jul 2026
Stayed in: Jun 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.
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.
Hotel response
Comment: 6 Jul 2026
Dear France,
We appreciate your kind review.
We are delighted you appreciated our prime location near Isla Mujeres ferries and the welcoming atmosphere created by our smaller-scale resort. It is rewarding to know your Level upgrade enhanced your experience with spacious accommodations, exclusive beach access, and breakfast à la carte options. Our team takes pride in delivering thoughtful service touches like refreshing towels and personalized dining recommendations, and we are thrilled this contributed to your memorable vacation.
We look forward to welcoming you back.
Kind regards,
Liliana Castro, Guest Experience Manager
We appreciate your kind review.
We are delighted you appreciated our prime location near Isla Mujeres ferries and the welcoming atmosphere created by our smaller-scale resort. It is rewarding to know your Level upgrade enhanced your experience with spacious accommodations, exclusive beach access, and breakfast à la carte options. Our team takes pride in delivering thoughtful service touches like refreshing towels and personalized dining recommendations, and we are thrilled this contributed to your memorable vacation.
We look forward to welcoming you back.
Kind regards,
Liliana Castro, Guest Experience Manager
Family traveller
Comment: 19 Aug 2026
Stayed in: Aug 2026
Horrible experience but made the best out of it.
This is the worst hotel I ever stayed in my life. The front desk manager Jakelynn was completely rude and unprofessional during the check in process. Clearly there was a mistake with the reservation and even a week before arriving the correct reservation was supplied to Bryan De Leon and instead of cancelling one of the reservations they just kept two just to be sneaky and collect more money.
This hotel is not welcoming to Black people or Americans. The front desk agent who claimed she was a manager Jakelynn was rude and kept saying she will call Bryan and put him on the phone but never did instead called someone and spoke in Spanish. Then another guest who was from Spain spoke with me during the pool and stated they had an issue their reservation and another person in their group made a reservation but the hotel cancelled it without penalty and offered them an upgrade. Instead I was charged for two reservations. The only difference between myself and them was the color of our skin and our nationalities.
Then at check-in I mentioned we were there for my daughter’s birthday which was 8/12/26 they said they would set something up in the room. Didn’t happen just set up to steal food. Then for her birthday I tried to get her ice cream because I was told there was an ice cream machine. The hotel staff led me on a hunt to find it then when I messaged the hotel their response was initially rude then they tried to fix it once I sent pictures in real time of me going to the so called places that would have it.
When they did activities someone would walk up to and in English ask if your child wants to participate in a game then during the game say everything in Spanish leaving your child confused on what to do. Why not have the same person who spoke in English get on the mic and translate or better yet why even bother to invite a hotel guest’s child to participate in a game to just stand there and look confused.
The cleaning lady stole our just purchased food out of our room but left all the other snacks and food in the room. The 3 restaurants outside of the buffet only one of them is good (CAPE NAO). The other two had terrible service and food. The food ordered was a well done steak twice it came back rare this was “The Grill” then at the Italian restaurant the waiter got everyone’s food mixed up and the kids food came out last instead of altogether. And the steak ordered there came out rare with blood coming out then when it came back it was burnt and unedible.
This hotel only has a handful of exceptional staff who are Omar, Nelson, Rafael(manager) , a female hostess at Cape Nao on 8/13 around 10pm with a white shirt I forgot her name and the chef Lawrence at Cape Nao restaurant. If for some reason you end up booking here only the Cape Nao restaurant is worth the money and the best waiters to ask for are Omar and Nelson. If you run into any issues the only manager that’s kind and efficient is Rafael.
The front desk agent Jakelynn is a nightmare and needs training on etiquette & business. Good business would of been cancelling the wrong reservation without penalty and instead having us pay to upgrade. My sister has 1million followers and best friends with CardiB they could of had good promo. Mind you it was her food that was stolen and her food that came out rare multiple times.
This hotel is not welcoming to Black people or Americans. The front desk agent who claimed she was a manager Jakelynn was rude and kept saying she will call Bryan and put him on the phone but never did instead called someone and spoke in Spanish. Then another guest who was from Spain spoke with me during the pool and stated they had an issue their reservation and another person in their group made a reservation but the hotel cancelled it without penalty and offered them an upgrade. Instead I was charged for two reservations. The only difference between myself and them was the color of our skin and our nationalities.
Then at check-in I mentioned we were there for my daughter’s birthday which was 8/12/26 they said they would set something up in the room. Didn’t happen just set up to steal food. Then for her birthday I tried to get her ice cream because I was told there was an ice cream machine. The hotel staff led me on a hunt to find it then when I messaged the hotel their response was initially rude then they tried to fix it once I sent pictures in real time of me going to the so called places that would have it.
When they did activities someone would walk up to and in English ask if your child wants to participate in a game then during the game say everything in Spanish leaving your child confused on what to do. Why not have the same person who spoke in English get on the mic and translate or better yet why even bother to invite a hotel guest’s child to participate in a game to just stand there and look confused.
The cleaning lady stole our just purchased food out of our room but left all the other snacks and food in the room. The 3 restaurants outside of the buffet only one of them is good (CAPE NAO). The other two had terrible service and food. The food ordered was a well done steak twice it came back rare this was “The Grill” then at the Italian restaurant the waiter got everyone’s food mixed up and the kids food came out last instead of altogether. And the steak ordered there came out rare with blood coming out then when it came back it was burnt and unedible.
This hotel only has a handful of exceptional staff who are Omar, Nelson, Rafael(manager) , a female hostess at Cape Nao on 8/13 around 10pm with a white shirt I forgot her name and the chef Lawrence at Cape Nao restaurant. If for some reason you end up booking here only the Cape Nao restaurant is worth the money and the best waiters to ask for are Omar and Nelson. If you run into any issues the only manager that’s kind and efficient is Rafael.
The front desk agent Jakelynn is a nightmare and needs training on etiquette & business. Good business would of been cancelling the wrong reservation without penalty and instead having us pay to upgrade. My sister has 1million followers and best friends with CardiB they could of had good promo. Mind you it was her food that was stolen and her food that came out rare multiple times.
Hotel response
Comment: 21 Aug 2026
Dear Guest,
Thank you for providing your observations.
We are pleased to know that you experienced attentive service from some of our staff, and that Cape Nao restaurant met your expectations.
We regret that you faced disappointment with the reservation process, particularly with the management of your bookings at the front desk, and that your interaction with our reception did not reflect the professional conduct we aim for. We take the concerns you raised regarding the welcome and treatment you felt as a guest very seriously.
It is concerning to hear that the birthday arrangement for your daughter was not honored as promised, and that your experience with the ice cream machine and communication from our team was frustrating. We recognize the importance of clear and inclusive activities for all children, and understand the confusion caused by language barriers during our programs.
The report of missing food from your room and the difficulties in the restaurants regarding food preparation, service, and meal order are also disappointing. We are glad that our team members at Cape Nao and other identified staff provided a positive experience during your stay.
We hope to welcome you back on future occasions.
Best regards,
Liliana Castro, Guest Experience Manager
Thank you for providing your observations.
We are pleased to know that you experienced attentive service from some of our staff, and that Cape Nao restaurant met your expectations.
We regret that you faced disappointment with the reservation process, particularly with the management of your bookings at the front desk, and that your interaction with our reception did not reflect the professional conduct we aim for. We take the concerns you raised regarding the welcome and treatment you felt as a guest very seriously.
It is concerning to hear that the birthday arrangement for your daughter was not honored as promised, and that your experience with the ice cream machine and communication from our team was frustrating. We recognize the importance of clear and inclusive activities for all children, and understand the confusion caused by language barriers during our programs.
The report of missing food from your room and the difficulties in the restaurants regarding food preparation, service, and meal order are also disappointing. We are glad that our team members at Cape Nao and other identified staff provided a positive experience during your stay.
We hope to welcome you back on future occasions.
Best regards,
Liliana Castro, Guest Experience Manager
Family traveller
Comment: 1 Sep 2026
Stayed in: Sep 2026
Casa Nostra
It took 45 minutes for them to take our order and then when my Caesar salad came out, they gave me a chunk of lettuce. It wasn’t even cut up. Then half our table got their food first and then we waited another 15 minutes for our food to come out. The fettuccine Alfredo was soupy and the steak was subpar. Server was nice I guess but oblivious.
Anonymous traveller
Comment: 17 Aug 2026
Stayed in: May 2026
This is a family hotel and very much geared towards children. The pools had kids in alll day. The restaurants had an ok selection of food, but the quality was inconsistent. We had to change rooms as there was construction in the room above our original one.
The bar ran out of one brand of mezcal and this was never restocked.
The staff did their best, but were overwhelmed by the volume of people a lot of the time.
The bar ran out of one brand of mezcal and this was never restocked.
The staff did their best, but were overwhelmed by the volume of people a lot of the time.
Anonymous traveller
Comment: 16 Aug 2026
Stayed in: Aug 2026
We really enjoyed our stay, very family friendly. Rooms are spacious and clean, staff is very friendly and helpful. Food was good. The only thing that needs a little maintenance is the kids waterpark but my daughter still had a blast
Excellent location
Blvd. Kukukcan KM 5.5, Cancun Hotel Zone, Cancun, 77500, Mexico|7.09 km from city centre
Check in and check out
Check in from:
15:00
Check out before:
12:00
Good to know
Pets not allowed
Please contact the hotel for details about adding extra beds.
Meliá Casa Maya Cancún: FAQs
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