Valentin Imperial Maya

Day 1 at Valentin Imperial started with excitement and quickly turned into disappointment. After checking in, we spent some time at the pool before returning to our room to get ready for dinner. When we attempted to use the room safe, it displayed a low-battery error and would not lock. Because we were running late, we placed approximately $900 in cash inside a backpack, turned on the room’s “Do Not Disturb” indicator, and left for dinner. When we returned, we discovered that the cash was missing. We also found chocolate-covered strawberries and freshly rolled towels in the room, indicating that someone had entered despite the “Do Not Disturb” indicator being activated. We immediately reported the incident to resort security. The safe that had displayed an error before dinner was later reset by staff in front of us, yet no explanation was provided regarding why it had failed when we attempted to use it. What was most disappointing was the resort’s response. Rather than feeling supported, we felt dismissed throughout the process. We were repeatedly referred from one person to another without receiving meaningful answers or updates. During our interactions with staff, comments were made that we considered insulting and unprofessional, including being called liars and being referred to with derogatory names in Spanish. We have video recordings of these interactions. Whether or not the missing money is ever recovered, guests deserve to be treated with respect and to have their concerns taken seriously. Unfortunately, that was not our experience. We did our best to enjoy the remainder of our vacation, but having approximately $900 disappear on the first day and then feeling dismissed by management and staff cast a shadow over the entire trip. Based on both the incident and the way it was handled, we would not choose to stay at Valentin Imperial again

Beautiful resort! The staff is accommodating & attentive in all areas! Clean! Room service excellent! Many food choices. Food trucks, churro cart, restaurants. Can’t wait to come back soon!

The property is huge, plenty of bars and food options. I love that there’s a party pool and a chill pool. The foam party was nuts. There were lots of great bites. Hibachi was maybe the best I’ve had The room service was the best! Schedule anything you want at any time Weather was great, activities and shows were great. And the cenote excursion was unforgettable!

I was so sick I couldn’t eat the whole time there. Our room was dirty. I had dysentery so bad that I couldn’t make it from the bed to the bathroom. I put bath towels on it before I called the maid. They charged me $270 for the towels and said if I didn’t pay it that they would call the cops to put me in jail. Our ice maker didn’t work and they told me to go to the building next door. I was so weak I didn’t think that I could make it. I called at 5 am to have our toilet unplugged. They told me that it would be 8 am. There were 2 of us in this room both sick. So I paid $270 for soiled towels and $275 for the doctor to come up to see me which was a joke. Delta called to talk to them. They told them that I threw up because I drank too much. I never had a drink. I ordered bananas thinking it would help my stomach. When they brought them to me it had dark hair on the plate. They were lucky that I didn’t throw up. Their food is horrible. I will never go back. I have been there before even though it’s not my favorite. Their customer service is rediclous. We both ended up in the hospital when we got home because we were so dehydrated and so sick and the pictures that are posted are not anything like what it really looks like. They are old pictures.

Food and service was 10 out of 10. Definitely would comeback in the future. New Dunas sweets were top notch.