Chablé Maroma

I haven’t slept so well… ever. The bed was amazing. The bathroom was dreamy. The little seating are for after showering was my fav place to lounge. The whole facilites was magical. It’s a small resort and everything felt so intimate. The staff was incredibly kind and accommodating. The concierge was great about finding us transportation to visit Tulúm.

We had the hotel almost to ourselves which was paradise, but I don’t think I would splurge on it again. Everything is just too expensive for what you get. Pros: lovely pool villa immersed in the jungle with lots of thoughtful details and famtastic beds, the included spa pools, the eye-opener service, amazing abundant breakfast (included in our rate luckily), little extra’s like minimassages at the pool, large private beach, we liked the boutique feel and calmness of the place, very friendly staff. Cons: little privacy - people could see us in our outdoor shower and vice versa; even though the resort was only 10% occupied and we informed staff of our arrival time room was not ready yet when we arrived; pool and beach separated by dunes which gives less of the oceanview wow factor than in other properties; paddleboards were included but the paddles were broken/crappy; noisy boats and jetski’s ruin the experience; prices for food and beverage are simply outrageous. Food is good but we had better and portions are small. 2 appetizers, 1 shared main, 1 shared dessert and a few glasses of wine and a mezcal set us back almost 500 us dollar! In sum, if everything was half the price I would have raved about this resort but they simply do not meet the ultra luxury experience level they charge for.

Chablé Maroma is a calm oasis of green just about a half hour south of the Cancun airport. Each of its suites is nestled in its thick greenery in such a way as to create a wonderful sense of privacy, including when using each suite's outdoor wading pool. Its top-quality restaurants--including Bu'ul, which offers an excellent tasting menu with some wonderful wine pairings--are down by the white-sand beach. We loved gathering down there, eating outside, often with live music, with our three-generational family of nine. Our group included two babies and a toddler, all of whom were welcomed and befriended by the staff, who laughed off the messes they left behind. All of the staff interfacing with the guests, including the babysitters, speak excellent English. The concierges are always available right next to the restaurants and are very helpful--arranging for us a memorable visit to a nearby cenote and a snorkeling jaunt out to the barrier reef where we saw an eagle ray, a cuttlefish, and a sea turtle in addition to a wide variety of reef fish. This was a magical place to spend some great time together as a family.

Chablé Maroma : The real life Hotel California. What was supposed to be a a five star birthday trip ended in us being held hostage, with the resort not allowing the taxi to enter the resort to pick us up until we paid for scam charges that we did not agree to. Upon arrival we were taken aback by the entry to the resort . A dirt road, adorned with ruins of a long since failed resort town. We trekked down the road wondering if it actually would lead to the paradise we booked online. Finally we pulled up to an underwhelming and humid, open-air lobby with a cheap rope chandelier. At least they provided cold sweat rags and a margarita to take the edge off of the disappointing curb appeal. Unlike the other actual 5 star resorts 3 miles away, there are no bicycles or golf carts for transport to your your villa . So, we proceeded to walk to the Serenity Pool Villa we booked for privacy and rest, to hopefully redeem the experience thus far. It was not redeemable. It was not a private villa as it appeared online. The 2 story towering villas next door were peering down into our pool area and “front door” of the villa. It was “fenced off” by some newly planted palms and plants that anyone could see through. Chablé Maroma was not as it appeared online and not even close to a 5 star resort. We wanted to leave . The manager who was obviously not trained for the level of service a 5 star hotel commands, showed up & said they had some other options but that it was a $1500 per night room. She said it was the presidential suite, but we could only stay on the bottom floor for that rate . We weren’t really interested and just wanted to leave, so we said we will see it but we don’t think we will stay. Then, the manager said well unfortunately nothing is refundable so either you can stay in the villa you got or get the upgraded suite, but you cannot be refunded. Is this real life Hotel California ?! Wow - I’ve never been in a situation where I cannot leave a hotel (and not get refunded) so my only alternative is just to pay more money for something acceptable. After some re-negotiating, given our “trapped situation”, we landed on $1300 per night , massages & champagne for the upgrade we never intended on indulging in . We still enjoyed our time in the Presidential Suite, sans nightly hot water … and still less privacy than we expected . We came to terms with things. Check-out rolls around . We had ordered a taxi service for a 12:15 departure to the airport. We get to the lobby , get the final bill and to our surprise … they said it was $1300 per night in addition to the rate of the original Serenity Pool villa we already paid for . Nowhere, or never, were we ever told the room we moved to was ~$2400 + per night . All communication indicated this change would be $1300 usd, nightly. This was a shocking bill. I asked for printed out receipts indicating our records ; which they totally failed at itemizing and resisted providing . In the note attached to the r

Beautiful property, beach, and spa. Drinks and food are decent but leave a bit desired for. Poor review stems from the service & theft. - first off, our engagement ring was stolen out of our room (not recovered) and the hotel showed a general lack of care of the incident. Was difficult to communicate with (directly and via our insurance), would not share their investigatory findings with us, and gave a half-hearted apology with a voucher to come back and stay with them again. - although the staff is very sweet and kind, they are very confused and it leads to a confusing experience - for example, they would just randomly cancel our booked activities (snorkling) without telling us out of confusion/incompetence, scheduled activities didn't start on time, and it was difficult to get clear answers on anything, including what items were included and not included in the stay. Not their fault, seemed like they just didn't train the staff honestly. I thing hotel management is to blame for all the issues we ran into & their dealing of the theft. If you go, don't bring anything you would be upset to lose as they certainly have theft (from the room and the safes).

I cannot believe I’m writing this. This resort has such potential but it isn’t there yet. I had much higher expectations as I have stayed at the Chable Yucatán property twice before and found it to be my favorite hotel experience of my life. I enjoyed it so much I thought I would try Chable Maroma. There are so many things wrong I don’t know where to start I honestly would just prefer to have a partial refund at this point. The hotel itself is lovely to look at but has few amenities. From the moment we arrived check in was great, the lobby staff was very kind. After that it wasn’t much of a great time. The included activities that we took part of were fun but could be enhanced. Our room was nice and comfortable but the lack of details on the hotels staff was so disappointing. Every morning we received a call around 6:00 am asking us if it was ok to bring the “eye opener” even though we said at check in when asked we would like to receive it around 7:30 am. At the Yucatán property they just bring it and sit it outside they don’t call and wake you up. It was rather aggravating to be woken up by a phone call everyday while on vacation. Then when we would go to drink the coffee and eat the food that was in the basket there was never enough for all three guest it was always only two coffees and two of whatever the food was. We told the staff we had three guest and this was never corrected even though this was expressed daily. We didnt even receive the eye opener the last day. The same thing happened at night time with turn down service. They never would leave three of the turn down treats only two. That was corrected for only one of the nights but that was all. One night turn down service didn’t even come to our villa. House keeping was so inconsistent we never knew if they were coming or not. We had food dishes sitting outside that were left for at least a day and a half. One day they came and asked if we needed our room cleaned or if they needed to come back I asked if they could come back in an hour and they never did. Our mini fridge was refilled daily except for one day. The WiFi in our villa never worked. We managed to access it about twenty percent of the time. My husband needed it to work but wasn’t able to get much done while we were there. I visited the spa several times it was very small compared to the Yucatán spa but it was very clean and had a beautiful layout. I enjoyed the spa staff a lot. The pricing for the services there seemed higher than comparable spas in the area but I still went as there isn’t much to do. The services provided were very nice and everyone in the spa made us feel welcomed and at home. The only modifications I would change is having a food menu for guest that plan on staying in the spa all day which I did suggest to the spa director while visiting. I wish the steam room in the spa hadn’t been broke while I was there it would have been great to of used that. The food at the restaurants was good enough we loved t

Chable Maroma is an expensive small boutique hotel 40 minutes north of Cancun located on Maroma Beach in Playa Del Carmen. For families with small children who prefer seclusion with minimal to no beach activities or water sports, this is the place for you; if you can afford the food and can accept a limited menu, prices include $35.00 for a bowl of chips with guacamole; $65.00 dollars for a hamburger; $20.00 for one (1) bite size taco; and $120.00 dollars for a thin rib-eye steak. The drinks are similarly exorbitantly priced. Despite reviews to the contrary, this is NOT a resort for couples seeking refuge, calm, quiet and pampering. The resort plays loud music from 7 AM in the morning until 10 PM at night with an emphasis on pop music making it difficult to read a book, hear the ocean or listen to the birds. Further, if you manage to escape to the beach to avoid the noise at the pool (music and screaming / splashing kids in the pool) you are confronted by twice daily catamarans packed with tourists from Cancun blasting party music to wild, screaming tourists dancing on the boat and an endless parade of loud seados. It is simply not possible to relax under these circumstances and no amount of alcohol helps. I forgot to mention the exhorbitant Spa charges; $500.00 ($675.00 CAD) for a basic massage without the gratuity. Highly recommended for families with infants and small children who do not mind constant noise, and ridiculous; unwarranted high food and beverage charges.

I really did not want to write a bad review. I looked forwarded to this vacation for months. I did speak to the manager regarding all of our unfortunate issues at Chable Maroma. She was nice and understanding, and she listened, but in the end she just admitted that they are aware that there are a lot of problems with the service at the hotel. I do not want anyone else to spend so much money on vacation and have ANY of these issues. I sincerely hope they will make the necessary adjustments to compete with nicer higher end properties in the area. But it did not seem like they care very much. The following things are just not acceptable during a vacation spending $1000+ dollars a day on room, food and drinks: Housekeeping failed to clean our room 3 out of 7 nights. We had to call the front desk to get any attention. How do they not know guest's rooms are not getting cleaned? Complimentary breakfast in the morning was completely understaffed. Tables were dirty- and not bussed- no hostess at hostess stand- and just too long of await for a very small hotel to be seated in the morning. Once seated you feel invisible and waitstaff walks all all around and does not offer any coffee or menus.. We needed to ask for EVERYTHING. The service started out ok.. and rapidly declined over the 7 day stay. They offer a coffee service to be delivered to your room in the morning and you are asked the time for you would like delivery. Our coffee came on time the first day and after that we had to ask again over and over each day- why offer the service if they can not execute. Drinks were very expensive and weak- I had to ask every day for a strong margarita otherwise it was just lime juice and is $30 Food is ok, but nothing compared to other restaurants we visited off property. The Concierge booked us a dinner off property and we asked them to arrange Taxi service. It took a very long time-We waited for over 30 minutes in the lobby and made us over an hour late to our dinner reservation. The concierge just seemed too overwhelmed. The plunge pool was too cold and not at the temperature we asked for (they tell you to tell them what temperature you would like- but ignore the request. ) The hotel became very busy the last few days we were there and it was painfully obvious they are not used to being that busy- no towels at pool, tables not bussed, ran out of certain wines, and food. The spa was very nice- but the most expensive spa I have ever be to- (charging 375 for a 50 minute massage- that was just ok.. prices are not on spa menu) The overall service was not at all what we expected after reading some of the positive reviews- please trust us. We travel very often and this hotel is just not able to provide the level of service needed to charge these prices. We had 4 wonderful dinners off property- ITZAM, BELMOND and ESENCIA are out of this world. The level of service, food and atmosphere blew us away- Chable Maroma just can't compete.

The pool is beautiful, sadly the service at the pool ends early and then nobody is there to bring anything. I believe they need more staff and better prepare the staff to be to the level they want, at some times it felt like there was no head no leader to organize the team.