Banyan Tree Mayakoba

I’m a person that never goes back to the same place twice, but we made it back to Banyan Tree Mayakoba twice in one year. The reason was mostly because of an amazing staff that makes you feel like you are at a five star resort. On our last trip we had a personal concierge, Paulina, she was amazing. She was unlike any other concierge we’ve ever had, she truly made this vacation feel like a one of a kind experience. We’re already planning next year’s trip along with my wife’s parents.

I am currently staying at Banyan Tree Mayakoba, and unfortunately, the level of service has been disappointing for a resort of this caliber. One issue occurred when I ordered food delivery from an external restaurant. I was informed that delivery drivers are not allowed to enter the resort, which is understandable. However, when I asked the resort to receive the order and deliver it to my villa, I was asked to pay an additional USD 7. For a luxury resort, this felt unnecessary and unwelcoming. Another issue involved housekeeping. I called around 6:00 PM to request villa cleaning and then left the villa. When I returned, I found a note stating that housekeeping did not enter because the “Do Not Disturb” sign was on. This was incorrect, as the Do Not Disturb sign was not activated, and I had already requested cleaning. What made the situation more frustrating was that I tried calling the resort twice to report the issue, but no one answered the phone. The property itself is beautiful, but the service has been inconsistent and below expectations. I hope management takes this feedback seriously, as the guest experience does not currently match the luxury image of the brand.

We just got back and had the most wonderful stay. Impeccably designed hotel and just a dream. We were celebrating an anniversary and babymoon and the staff went above and beyond. Special shout out to Gena and Paulina for making our stay extra special. We walked into two beautiful desserts for the occasion. We also were able to move to an ocean view room that was quite dreamy. The staff is excellent, very deserving of 5 stars. Special shout out to Edwin at the pool who was wonderful. The food is pricey but delicious. Very much hope to be back very soon.

We were looking forward to celebrating our anniversary at Banyan Tree Mayakoba. And it did not disappoint. It is difficult to list all the parts we loved, but let me try here: Conciergerie: Perfect service, organisation, and recommendation, from Ms Sonia Romero. Sonia was extremely helpful and went beyond with little touches like lending me her own personal iPhone waterproof pouch when I went kayaking. The Villa: Superb on so many levels. The Cleaning Team was also fabulous, looking after us so well and thinking of all the intricate details. Restaurants: We tried Saffron, Cello, La Copa, Oriente, and the room service. The food was superb, but what made it even more special was your fantastic Team. We particularly would like to thank Rigoberto and Marco who looked after us every morning for breakfast, remembering our drink orders, and being extremely helpful with my gluten allergic husband. It was a real pleasure to converse with them daily. The hotel grounds: Beautiful and secluded. We enjoyed our daily walks amongst the wildlife and the bicycle rides to go to the beach and around the Mayakoba sights. The activities: Thank you Kelly for your great spirit. The Reflection pool: the staff was so attentive and kind. A special mention also for Sur Beach Club: It was secluded, without children and Victor and Palacio were particularly good hosts. Helping us choosing the right cocktails, wines etc... Were there some negative points: Only a minor few. But they were dealt with professionally and efficiently by the Management Team. What make this resort special is the Team, its professionalism and dedication.

Osiel is the best host! Incredible experience. Can’t wait to return! Most attentive and thoughtful! He truly made us feel at home while we enjoyed the beach with friends. The drinks he made were delicious. Very personable.