Rosewood Mayakoba

I hate to have to write a negative review because we came to the Rosewood Mayakoba last year and had nothing but positive things to say. Unfortunately my spa experience really colored this trip negatively for us. It turns out the spa is under construction (no big deal, I believe it was last year, too), but as part of that, they've created a co-ed locker area, which includes the spa amenities like the sauna and cold plunge, as well as the bathrooms and showers. I had no indication of these in the original booking and confirmation - I honestly would have cancelled had I known. I was not made aware until a man took me back to the locker room and set me up in a locker between 2 men and informed me that I could "change in the shower stall for privacy". I've never had this type of experience at a luxury spa - or any spa at all for that matter, and I expected more with a $600 USD massage. I obviously wasn't going to sauna with strange men and felt very uncomfortable even taking a shower in the stall that did not lock with a man entering the stall next to me as I was entering. It took me a day to process, and I decided to speak with management on adjusting the cost, given that I could not actually enjoy the spa as planned. It took the spa management 24 hrs to get back to me, and only via following up with the front desk. They offered a 10% discount and no real sense of a solution like making others aware at booking moving forward - this was after they initially offered nothing, and the front desk had to pushback. This does not seem sufficient. The spa is generally a highlight of our vacations so we'll likely be seeking a different destination next year. Sad because we had such a nice time here last year.

This is our 4th time. It is my happy place. But we follows as a list of serious disappointments that you haven’t been here before you won’t understand. But when I tell you that this used to feel like a luxurious, beautiful home that you visit and feel at home and now it feels not the same. We started coming here in 2015 and I noticed that the entire echelon of management that has been here through our prior visits is gone, and it is palpable. - [ ] I had to request the unpacking of suitcases and it was mediocre. - [ ] Breakfast table dirty - [ ] Pool area no head massage nor cleaning of phones. It’s supposed to be a regular occurrence. - [ ] People standing around doing nothing- [ ] Didn’t know we had stayed here before when this is our 4th visit. Even though it was placed on our questionnaire before arrival. - [ ] No cleaning service the first full day until I called at 4 pm- [ ] No casa azul bottle gift - [ ] No pens in rooms- [ ] Ice buckets empty. - [ ] Water bottles warm. - [ ] Spa water has no ice - [ ] Room smells kind of moldy after they cleaned no clean scent Even though they have an aroma therapy oil, ceramic it was not lit. - [ ] They didn’t take away our dessert plate - [ ] Ceiba dinner. Gm does not introduce people. Instead checks his phone and is having a separate conversation. Instead of sitting more of the staff with the guests, which was part of the allure of the dinner They were too long tables, and there was only one staff member at our table when there was definitely space to have at least two more at the end to allow for more interaction. And only one of the staff members approached us and spoke to us for a couple of minutes. The rest just spoke to each other. And as a guest, I was sat in the corner, instead of sitting the staffs at the different corners and sparced around - [ ] No golf carts, waiting for the guests to leave after the dinner at the ceiba - [ ] The ceiba dinner was very disappointing. The food did not have a lot of taste and was very very dry. - [ ] The wine at the dinner was horrible - [ ] The drinks were inconsistent. - [ ] The dessert was good, but boring cause I could’ve gotten same apple cobbler at home. They also placed a cover. I guess in the eventuality of rain, but they didn’t know way where the ceiba tree. The star of the evening is on the outside of the tent, taking away from the Mystique and the centerpiece. - [ ] They forgot to add creamer to my room daily evenAfter that I told them drink coffee in the morning with cream - [ ] Ordered breakfast, and the bacon came cold. Ordered the same thing from the same place from the day before and it was served completely different. It also looks like they’re adding more lighting to the walkways. Truly, I tell you this will take away from the night beauty that these walkways have. Overall I feel like significant disappointment. Almost like a sadness has been over Rosewood Mayakoba. They need to find a way to make this place special again, because with the significant increase in costs. Now the competition is fierce. Before they still alone. American Express should remove them from Fine resort and hotels.

This was a father-son trip, just the two of us, to celebrate few key milestones. Our son just had a birthday, he graduated high school, and he's about to start his freshman year of college. I mentioned some of this to the Rosewood Mayakoba before we arrived, honestly not expecting much to come of it. I was wrong. We walked into our room and it was decorated with balloons and banners. Over the six nights we were there, there were cakes, little desserts that showed up at just the right moments, and even dinners off-property somehow turned into small celebrations. It didn't feel like a script they run for every guest. It felt like they actually cared that this trip mattered to us. A big part of that was our butlers, Samantha and Marc. I've stayed at nice hotels before, but this was different — they weren't just checking boxes. They booked our dinners, sorted out room service, set up activities, and kept thinking of things before we asked. Before we went out to Chichén Itzá, knowing how hot it'd be, they sent us off with water cartons and few Liquid IVs. Each night at turndown they leave a small figurine, and there are seven to collect. By our last night we hadn't gotten all of them, and Marc made sure we left with the full set. Small thing, but it stuck with me. The food was another thing that surprised me. With a trip that long, I usually worry about running out of good dining options on property especially given our dietary restrictions and allergies. Rosewood has four or five restaurants — Mexican, Italian, Thai — but because you're part of the larger Mayakoba complex, you also get access to the restaurants at the Hyatt (Alilia), Fairmont, and Banyan Tree next door, with free boat ride pickup and car drop off. We ended up with dinners at Casa Amate, Saffron, and Bassano, and also loved Agave Azul and the Mexican Grill on property. If you go, just ask your butler for the full list — they'll set everything up for you. The property itself is small, only around 60-70 suites, which I think is part of why it feels so personal. We had a King Suite with a lagoon view, plenty of space, a nice patio, an outdoor shower. The bath amenities were from DS & Durga and quite good. What really got me, though, was that our suite had its own little dock — after we checked in, they took us to our room by boat. Every dinner we had off-property came with a boat ride there right from our personal dock. It's hard to explain how much that changes the feel of a trip. It stopped feeling like a hotel stay pretty quickly. Breakfast was great every single morning — good juice, fresh fruit, solid eggs — and most things nearby were an easy bike ride given we were close to the lobby/SPA area, except the Punta Bonita and beach club which needed a short drive. We did the spa one afternoon, tucked into this rainforest setting, and it was genuinely relaxing, not just a nice room with candles. At the beach club, get the Coco Loco in the coconut, it's worth it. Agave Azul has a good selection of sipping tequila. And one night I went on my own to the hidden speakeasy, La Isla Secreta. The bar options were limited but it was small (20 guest max seating), quiet, a nice change of pace. Pricing for food and activities is on the higher end but the experience of staying here makes up for it. The other hotels in the complex felt bigger and smaller rooms than Rosewood but Banyan Tree lobby, pools, restaurants etc. looked amazing when we visited Safforn for dinner. We did not go for beach during our stay as there was a bit of sargassum and we had plenty of thing to do during our stay - we did off property tours to Mayan Ruins / Chichen Izza and Mexican Cooking Class. In summary, this was actually our second time at a Rosewood property, and after this trip I truly think what separates them from the rest is their customer service. For us, this was the best trip we've ever taken together, and we're already planning when we can go back. Based on our experience, we would highly recommend this Rosewood property.

Super Nice and luxurious hotel, with wonderful villas and staff at top level

Great premises, excellent food, magical reception desk but seaweeds on the beach and beach very tiny. Only few dinner options.