We have been owners in the Mayan system for 8 years and upgraded to the Grand Mayan two years ago. Last year we went to the property in Cabo. This year we made our reservation for the Mayan Riviera 5 months in advance, paid the fee at the time we made the reservation. Just prior to this year's vacation we tried to confirm our reservation on line and found we were locked out. We called the company and were told that we had not paid the total fee for our 2010 stay! Plus, even though we paid for this year what we were billed, that said that billing was incorret so we owed yet another $200! It was impossible that we had not paid the 2010 fee because they would not have allowed us to stay in Cabo without having paid the full amount. The person on the phone insisted that we pay an additional $500 before they would allow us to check in to the resort. Because we were leaving in a few days with friends joining us, we submitted to allowing them to charge us the additional money. They would not compromise or allow that perhaps their billing was in error.
The other issue we have is getting a room in a good location in the resort. They tell us to e-mail the concierge prior to our arrival which we do and then when we check in, they tell us the rooms we requested are not availbale. In 7 years, they have not been available! We were told by an ex employee that they save the best rooms for non owners who pay the rack rate so the owners get what is left.
When we bought 8 years ago, we were also told that they were going to build in Hawaii and Argentina. Hasn't happened yet and from what we were told it isn't going to happen now that they have been bought by Whyndam.
Overall we have enjoyed the resort but get tired of fighting over the billing , the rooms, and other administrative matters. It is really the attitude that is disturbing- they are alwasy right and the customers is always wrong and "sorry, we can't help you with that".