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at the Hotel Maya - a Doubletree by Hilton Hotel
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Nov 16th, 2020
This hotel is right on the water near the Queen Mary. We arrived early and was allowed to check in by the front staff. Very positive feelings for front staff restaurant workers and even security would waive once they saw you. Add read reviews about this been a party hotel and with that I cannot deny those rumours. There was a party probably not in our building but near enough so that we could hear them at 3:00 in the morning and then coming back to rooms around us at 6:30 in the morning. This would be the only big negative that I have from a hotel at how security would not force noise complaints or noise rules. TRIPADVISOR.COM USER
Oct 4th, 2020
Im currently staying on property . First impression staff lacks fundamental customer service traing,resort is run down and in need of refurbishment. My water view balcony also gives me a view of the little beach area with broken umbrellas some of which are covered with bird crap Went into the store last night for bottled water, was told by front desk they are out of it, but i could walk over to the restaurant and buy some, the correct response should have been, " sorry for the inconvenience of not having a basic essential like water, let me run over to the restaurant and get some for you".My room has a constant odor of marijuana when the air conditioner comes on. Although there are signs posted about social distancing and masks they're not enforcing it,at the pool yesterday i counted over 40 people, in that small area ,no way that social distancing was possible, tables at the restaurant are clearly not based 6 feet apart. When i was at the front desk there were people sitting in the lobby area clearly visible with no masks. This is my 3rd hilton resort on this trip, and The Hotel Maya is a poor representation of the Hilton brand and all the company is trying to do to protect its staff and customers while still providing the Hilton customer service a diamond member like myself has come to expect!!! TRIPADVISOR.COM USER
Christy is AMAZING
Sep 26th, 2020
I called the morning of my arrival and the gentleman I spoke with always not very helpful. I saw that the room I originally wanted was available online for the same rate and wanted to see if they could change it or if I rebooked it or he could cancel the first one with no problems. He gave a run around and said I’d have to talk to a manager in about 2.5 hours. Typically I wouldn’t mind waiting but I didn’t want to the room to become unavailable and I tried explaining that but he still just did not want to help. Once I arrived Christy absolutely turned my day around! She was so kind and helpful. She was able to check me a little early and went over all the updates regarding amenities due to covid. She didn’t rush through anything and made sure all my questions were answered! She definitely deserves some recognition! The room was beautiful the only thing was the comforter has holes and was a torn up at the top. Other than that, beautiful room. TRIPADVISOR.COM USER
This DUMP is NOT a Luxury Hotel. It's a FRAT HOUSE. Families with Children STAY AWAY!
Sep 26th, 2020
My family and I are currently staying here until tomorrow. Our biggest regret is not heeding the advice of the many negative reviews on here, hotels.com and Yelp. Everything bad that is written about this place is true. Where do I begin? SHAME ON THE THE MANAGEMENT TEAM! THEY ARE THE RUDEST AND MOST INCOMPETENT IN THE HOSPITALITY INDUSTRY. LITERALLY, THEY ALL NEED TO BE FIRED AND REPLACED (which I wrote Hilton corporate in my letter this morning). They lack even the most basic of customer service and social skills and could care less if you are having a good stay. SERIOUSLY HILTON GO INTO THIS HOTEL AND GET RID OF THE MANAGEMENT TEAM. THEY ARE TARNISHING YOUR BRAND AND DON'T MEET YOUR STANDARD AT ALL. All of them use COVID-19 as an excuse to mistreat customers and not perform the basic functions of their jobs which is not cool. We have never been treated so badly and we are loyal Hilton Honors members so I know what to expect. This hotel is a DUMP, literally, there is garbage all of the common areas a lot of it full of half eaten food, which explains why we saw rats last night. My husband and I are staying here with our two small children and they can't use the pool because staff are not enforcing social distancing whatsoever and the pool area is full of partiers. We were kept up all night by loud parties in the rooms which were obviously filled over capacity. You can't even breath without smelling marijuana or cigarette smoke and this is supposed to be a smoke free property. Housekeeping is non existent and did a horrible job making up our $400 a night deluxe room. I could go on and on about how horrible this hotel is but others have done a fine job explaining it. Trust the negative reviews, they are an accurate account of what your stay will be like here. We are checking out tomorrow and going to Laguna. Needless to say I have taken photos of several health code violations and will be contacting all the proper city and county health authorities as you are not enforcing Covid-19 guidelines and have a RAT problem. Maybe a health inspection and hefty fine from the city is what you need to get your act together. Hopefully corporate will fire the current management team and replace them with people deserving of those jobs. The only good part about our stay is that WE ARE CHECKING OUT TOMORROW! YAY!!! Can't wait to leave this horrible place. TRIPADVISOR.COM USER
Sep 21st, 2020
This hotel is definitely a party place. I would not recommend for families with young children. It was a good place for our stay. The location is really hard to get to, even with gps. The views are spectacular, and the food from the on-site restaurant was delicious. Giovanni checked us in and he was awesome. We were offered complimentary bottles of water and chocolate chip cookies. He even comped our parking. He answered all our questions and was more than patient and very nice. We were lucky to have a room on the top floor at the quiet end of the building. This place reminds me of a resort in Cabo. Lots of people drinking and hanging out on their balconies. Even during COVID-19, this place was really busy. The beds were very comfortable and the room was clean, although the room is a little on the dark side. TRIPADVISOR.COM USER
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