Cayena by Masaya Collection

Property is paradise it’s very good, for people that like to be immersed in nature

Everything was absolutely great

Beautiful location and surroundings. Pool area very relaxing and beautiful beach. Nice having access to Cayena beach club next door for a bit of partying

Our room had a slight damp smell and the air conditioning unit wasn’t working fully. Parts of the resort would benefit from a few decorative updates (painting) the pool area was beautiful but because of all the trees it needed more regular cleaning throughout the day. The rooms could benefit from a mini fridge with drinks and snacks to purchase as there were no shops or tiendas near the resort.

The hotel property is situated in a very remote, green, and peaceful area where you truly feel disconnected from busy everyday life. It is an ideal place to relax, slow down, and recharge. The bed and pillows were extremely comfortable, and the semi-outdoor shower was a very enjoyable and unique experience. Another pleasant surprise was having access to the adjacent resorts and restaurants, including the ability to use their pools and dining facilities, which added extra value to the stay and was not something we had expected. The property itself has a calm and tranquil atmosphere with a lot of natural beauty. With stronger hospitality standards, better consistency, and more attention to maintenance and guest engagement, this resort could become a truly exceptional experience.

The hotel has a lot of untapped potential, but several aspects of the experience need improvement. The staff interaction felt minimal and lacked warmth or genuine hospitality. Service was limited to very basic phrases, and even during check-out there was no inquiry about how the stay had been. Overall, the atmosphere gave the impression that the staff were disengaged and not particularly motivated. The cleanliness and general maintenance of the resort were also below expectations. Given that the staff often did not appear busy, greater attention could be given to maintaining and cleaning the facilities more consistently. There was also a noticeable inconsistency in service standards. For example, one staff member prepared fresh coffee properly using the French press, while another simply poured pre-brewed coffee into the French press, which defeated the purpose entirely. Breakfast service was similarly inconsistent. On the first morning, we were simply asked, “Is eggs fine?” without being offered a menu or informed about available options. On the second morning, the same staff member additionally offered pancakes, which made the experience feel unstructured and unclear. It often felt uncomfortable to ask whether other options, such as an omelette, were available. The owner or resort management still has considerable work to do in order to turn the property into a truly memorable hospitality experience. As a frequent traveler who spends nearly half the year staying in hotels around the world, I have experienced staff in budget hotels who were significantly more engaging, attentive, and hospitable than the team at this resort.

Facilities

Expensive and picky service (Excesive restrictions)