Andaz Mayakoba Resort Riviera Maya

Ivan and Alan are amazing. They made the extra step to make our stay unforgettable. Any request was met with haste. For example my son left his sunglasses at the pueblito’s arcade we noticed a day later, asked them if they could look for them. They found them and brought them to us. The best service

I stayed at the Alila Mayakoba for a week and it was absolute bliss. The entire property was so well done. The rooms are gorgeous - the bathroom was ginormous, I wish I could take it home. There are two pool areas in addition to the beach. I’m more of a pool person so I spent most of my time between the two pools - great poolside service and views. I did a massage at the spa and did the hydrotherapy circuit, both were great. The spa staff guide you through the hydrotherapy. A can’t miss is the ecotour - this is a boat ride around the lagoon canals on the Mayakoba property. Besides the beautiful rooms and amenities, the best part about the Alila was the service. They truly catered to my every need. Alan and Ivan were great hosts - doing everything from making dinner reservations to handling transportation- and they made my stay amazing. I also had Domingo as a server at the hotel restaurants and he was great. Already want to go back!

We had a lovely stay at this newly-renovated and stunningly beautiful property. I was a bit apprehensive because it's new and because some early reviews stated the staff was untrained and not very helpful. But whatever early kinks they had were worked out because we found the service exceptional. The food was very good -- high quality with good portions. And the food did not feel overpriced to me as a New Yorker. I would highly recommend this resort if you're looking for an upscale experience.

Best Alila we've ever been to, and that is next to the Big Sur Alila! The service was out of this world, and I literally cried when we had to leave.

The hotel itself was beautiful, and we truly appreciated the room upgrade. Unfortunately, the service left us wishing for much better. A major issue was that the main pool by the beach was under construction for more than half of our stay, which made a significant difference in the overall experience. Beyond that, the service was extremely inconsistent. Gilbert, one of our hosts, was great and genuinely helpful. However, Alfonso, our other host, was a very disappointing part of the stay. He entered our room without permission, claimed he wanted to help, but ultimately did not add any value. His attitude was poor, and he often left us waiting or without proper support. Honestly, it would have been better not to have a host at all than to have someone who only delayed things and was unable to assist with even basic requests. What made it even more frustrating was that the golf cart drivers were more helpful and informative than Alfonso. They were the ones telling us about nice things to do around the hotel and the surrounding Mayakoba complex, not our assigned host. Mayakoba has so much to offer, but we only found out about many of these experiences on our last day, when the staff driving us to breakfast casually mentioned them. That should have been part of the host experience from the beginning. Every time I asked Alfonso for help, he either took hours to respond or was simply unavailable. On the days when the hotel was quieter, the service was acceptable, though still not great. But once the hotel started to fill with guests, the service declined significantly. Food was missing, room service orders were incomplete or incorrect, and when we asked for help, Alfonso was never able to resolve anything. Room service orders consistently arrived wrong, and at checkout, they attempted to charge us again for a deposit that had already been paid. They also tried to charge us for a breakfast order that was supposed to be included. Thankfully, I reviewed the bill carefully. Overall, while the property is beautiful, the service was far below the level expected from a hotel of this standard. The inconsistency, lack of attention to detail, and poor support from one of the hosts made the stay much less enjoyable than it should have been.