Hotel Maya

This hotel offers a resort-like atmosphere with stunning waterfront views and direct access to the cruise port, making it a memorable destination for many. Its unique design and tropical ambiance are frequently highlighted, providing a relaxing escape. While the property is often praised for its beautiful setting, guests frequently note that many facilities and rooms are in need of significant updates. The hotel is particularly well-suited for cruise passengers seeking convenience, families looking for a fun and engaging environment, couples desiring a scenic getaway, and sightseers keen to explore nearby attractions. To enhance your stay, it is advisable to confirm your room's specific amenities and condition upon arrival, and be prepared for potential noise from events or other guests.

Facilities & Amenities
The hotel features a pool area that is generally well-regarded, with many guests enjoying the heated water and the unique sanded beach-like area complete with fire pits, which create a pleasant evening ambiance. However, some guests reported the pool could become crowded or, on occasion, unclean, with a lack of available towels. The elevators are a frequent point of concern, often described as old, noisy, slow, and sometimes out of service, causing inconvenience, especially for guests with mobility challenges or luggage. While Wi-Fi is available, some found it slow or unreliable. The air conditioning units are often noted for being loud and not always effective. A fitness center is available, and bike rentals are offered, adding to recreational options. Parking is consistently mentioned as a significant drawback due to its high cost and frequent overcrowding.

Cleanliness & Room Comfort
Cleanliness is a major area of mixed feedback, with many guests reporting issues such as filthy floors (leaving socks black), dust accumulation, mold in bathrooms, and general signs of wear and tear. Some rooms exhibited water damage, uneven flooring, and outdated furniture that appeared worn or damaged. Despite these concerns, many guests found the beds comfortable, ensuring a restful sleep. Noise levels from adjacent rooms, hallways, or outdoor events were a recurring complaint, impacting overall comfort. The absence of effective blackout curtains in some rooms was also noted, allowing unwanted light in. Issues with toilets not flushing properly and small, dated bathrooms were also mentioned.

Dining & Food Quality
The on-site Fuego restaurant receives considerable praise for its food quality and generally good service, with many guests enjoying the delicious meals and scenic views. However, the menu is frequently described as very expensive, and guests are often surprised by an automatic gratuity of 20% added to bills, regardless of party size or service perception. The bar is noted for its high drinks prices, with some guests finding the quality of mixed drinks to be poor. Breakfast options receive mixed reviews; while some found it decent, others felt it was overpriced for the selection offered, and some experienced slow service or empty buffet stations.

Location & Accessibility
The hotel's central location is a significant advantage, particularly for cruise passengers due to its close proximity and convenient shuttle service to the cruise terminal. It offers easy walking access to the Queen Mary, the Aquarium, and downtown Long Beach, providing various dining and entertainment options. Guests appreciate the scenic walking paths around the property. While the shuttle service is a valuable amenity, its reliability and availability can be inconsistent, leading to frustration for some guests. The hotel's position, while offering great views, is somewhat isolated from other amenities, requiring transportation to access many local attractions.

Staff & Service
Feedback on staff and service is notably mixed. Many guests commend the friendly staff and their helpful demeanor, particularly during check-in and in addressing specific requests. However, a significant number of reviews highlight issues with customer service, including unhelpful or rude front desk interactions, a lack of responsiveness to in-room issues (such as maintenance or cleanliness), and poor communication regarding hotel policies or unexpected disruptions like construction or power outages. Some guests reported difficulties reaching the front desk by phone from their rooms, necessitating in-person visits for assistance.

Additional Information
A prominent theme in guest reviews is the hotel's recent change in Hilton affiliation, with many guests expressing confusion or frustration over false advertising, canceled reservations, and a perceived decline in standards compared to previous Hilton experiences. The hotel has also been impacted by ongoing employee protests and a strike, which guests reported caused significant noise disturbances, including loud drumming and shouting, particularly in the mornings. Guests should also be aware of various fees, such as an early check-in charge and the high cost of parking. While the hotel has a pet-friendly policy, some guests noted challenges in finding suitable outdoor areas for pets nearby.