Valentin Imperial Maya

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.

The staff was great and so friendly! The food was great at every restaurant and we had a great time.

First time here, celebrated sisters wedding. Service was amazing and very attentive. Food was amazing and everything was so clean. The rooms were very clean and organized. The locations of everything was very close and convenient while still remaining quiet when you need it. The atmosphere was everything you needed it to be.

I came in expecting something closer to Mayakoba or a boutique five‑star. What I got felt more like a Princess cruise ship parked on land. The “welcome drink", cheap sparkling wine with a cherry dropped in, kind of set the tone. For a hotel that claims to be recently renovated, the basics were disappointing: beds that felt flimsy, pillows like sandbags, and bathroom fixtures that looked bargain‑bin. The fake marble everywhere reminded me more of a lower‑tier Las Vegas hotel than anything deserving five stars. And everywhere you go, staff call you “Familia”, meant to be warm, but after a while it feels forced and frankly a little obnoxious. Yes, the grounds are big and the pools are fine, and I understand why some travelers see this as luxury, it’s all‑inclusive, sprawling, and feels like a step up compared to everyday options. But if you’re used to true five‑star standards, attentive service, refined dining, and thoughtful details, this place just doesn’t measure up. It’s mass‑market dressed up as luxury. If you want the cruise‑ship vibe, you’ll be happy. If you want genuine five‑star hospitality, look elsewhere.