Banyan Tree Mayakoba

We booked a private pool villa for three nights for nearly €5,000, expecting a true luxury experience. Unfortunately, this turned out to be one of the most disappointing hotel stays we have ever had. When we arrived at the villa, the private pool was dirty, cloudy and full of dust, with leaves everywhere. The loungers and the wooden deck were also covered in leaves, as if the villa had not been cleaned before our arrival. For a hotel charging €1,800 per night, this level of cleanliness is shocking. The photos on the booking platform are very misleading and create expectations that are far from reality. We were eventually moved to a Lanai Suite, but even this room did not match the photos shown online. Despite what is suggested, there is no real direct access to the beach, and the beach itself was infested with ants, making it uncomfortable to sit or relax. The service throughout the hotel was extremely disorganized. When we went to the pool area, there were no loungers available anywhere, not even at the adults-only pool. We were told to wait, so we sat on a chair for 30 minutes while staff said they would find loungers for us. Nobody came back. Because of all these issues, I informed the hotel that we were very unhappy with our stay and that we wanted to leave and request a refund. Unfortunately, the hotel refused to refund us, despite the numerous problems and the fact that the experience was far from what had been advertised. For the price paid, this hotel is not even close to the luxury experience it claims to offer. The photos are misleading, the service is slow and chaotic, and the cleanliness standards are unacceptable. This stay was absolutely not worth the price.

Banyan Tree Mayakoba was the most beautiful and relaxing place. Something special ! Make sure to stop by the beach and ask for Gamalial to help you with whatever you need.

This place is like a dream!!! We enjoyed every single thing! The room was gorgeous the service was spectacular and beach service was over the top! Gamaliel at the beach took care of us more than could be imagined. Made sure we had our chairs food drinks shade. We are kosher so it was not the simplest but he knew everything about kosher which made it so easy for us and enjoyable!!! We can not wait to come back soon!!!!

Amazing experience—truly a top-class resort! Most importantly, the service was absolutely fantastic. Our concierge, Juan Oopeza, provided phenomenal service throughout our stay. Always smiling and eager to help, he made us feel genuinely welcomed and truly special. We did experience an issue one evening when a neighboring resort hosted a party that went late into the night. However, the way the situation was handled was remarkable. The front desk manager, Igor Radojkovic, personally stepped in and went above and beyond by advocating on our behalf with senior management. Thanks to his efforts, the hotel graciously offered us a complimentary night for a future stay. That level of care and dedication is exactly what defines exceptional hospitality and protects a hotel’s reputation for quality. We truly felt valued as guests. We will absolutely be returning to Banyan Tree and will be recommending this wonderful resort to all of our friends. Thank you for such a memorable stay!

The staff and facilities were amazing!