Andaz Mayakoba Resort Riviera Maya

We recently stayed at Alila Mayakoba in Mexico during their soft opening, and overall had a wonderful experience. We traveled with our two children (ages 8 and 6), along with another family with kids the same age, so we were a fairly large and lively group. From the moment we arrived, the staff was incredibly accommodating, always patient and attentive to our needs. As expected with a soft opening, there were a few minor hiccups and some things still being refined. However, what truly stood out was the hotel’s service recovery—it far exceeded our expectations and made a lasting impression. The highlight of our stay was our room host, Oscar. One evening, we had trouble adjusting the lighting in our room to a softer, relaxing setting for bedtime, and our kids are used to sleeping with a lamp on. Without hesitation, Oscar went above and beyond in a way we will never forget—he brought a lamp from his own home (his daughter’s) to make sure our children felt comfortable and could rest peacefully. That level of care and thoughtfulness is incredibly rare. It wasn’t just great service—it was genuine compassion and pride in what he does, and it truly made our stay special. We left feeling relaxed, cared for, and grateful for the experience. I would absolutely recommend giving this resort a try, especially if you’re looking for a peaceful getaway with exceptional, heartfelt service.

We arrived at Alila Mayakoba during its soft opening, and while there were some initial service gaps, what truly stood out was the exceptional service recovery. The team went above and beyond to address every concern, transforming our stay into one that ultimately exceeded expectations. The level of personalized attention we received was remarkable. The F&B manager was highly involved and attentive, ensuring our dining experiences improved meaningfully. At breakfast, Geouant provided outstanding proactive service—he remembered our usual latte and chai latte orders and had them ready without us needing to ask. The restaurant team was also incredibly accommodating with off-menu requests for our children. Geraldo went out of his way to find Fruit Loops cereal for the kids, which was such a thoughtful and appreciated gesture. Our room hosts, Eduardo and Alfonso, were consistently attentive and responsive, always quick to address any requests and ensuring our room felt comfortable and well cared for throughout the stay. I appreciated the citronella repellent spray and the complimentary spa hydrotherapy and sound medication. The pre-arrival concierge team, Pablo and Fernando, set the tone early by providing detailed guidance on activities within the Mayakoba complex and seamlessly arranging babysitting services and dinner reservations for each evening. Their planning made the entire trip effortless. There were also several thoughtful, memorable touches that made the stay special. For my husband’s birthday, the team surprised him with a cheesecake perfectly tailored to his taste. At Xiim Bar in the Sanctuary, we loved the almond croissants—when we casually asked if more would be available, two appeared in our room later that evening after dinner. These small but meaningful gestures did not go unnoticed. Dining highlights included Casa Amate, which we felt was the best meal within the entire Mayakoba complex. For families, the eco boat tour was a standout experience and a major highlight for our kids. Golf cart transport is frequent and easy - we never had to wait very long in Alila. The property itself is absolutely stunning. The rooms are spacious, serene, and beautifully designed—truly feeling like a private spa and sanctuary. The beach has beautiful soft white sand and is swimmable when weather cooperates. For the first two days, the beach was swimmable with beautiful white sand and minimal sargassum. I observed guests swimming, stand up paddle boarding, and kayaking. In the later days, wind conditions increased, bringing in more sargassum and making ocean conditions less favorable for swimming and water sports. We still enjoyed lounging by the beach on those days. Kids spent the whole trip hopping between the pool and the beach. The kids were warmly received and there were many other families with young children present as well. Overall, while the stay began with some challenges, the team’s commitment to making things right and delivering thoughtful, personalized service made a lasting impression. This is a property with tremendous potential, and we look forward to returning.

Fantastic experience at Alila Mayakoba. the grounds are beautiful and the staff was fantastic. the food was excellent even though somewhat limited as not all restaurants are open yet (we knew it was still a soft-opening period). Access to the full set of resorts at Mayakoba is perfect as it expands the ability to try different restaurants and bars during the stay. Bikes and golf carts are very readily available. The layout with the lagoon and beach areas being separated by mangroves is in fact really gorgeous both during the day and also at night. The location is incredible with the Mesoamerican Barrier Reef literally right in front of the resort.

We are already planning our trip for next year. Everything at Alila Mayakoba exceeded our expectations. We had every comfort of a resort, though the entire area felt private and secluded. It was the epitome of relaxation. The staff and teams were so attentive and so friendly. The resort was quiet and perfect for the two of us wanting a quiet getaway. Definitely no party atmosphere here that takes over the whole resort. The food was great, especially the breakfast buffet, which did not feel like a traditional buffet at all. It was also nice to be able to enjoy the restaurants at the neighboring hotels. The gym was incredible, which is often an overlooked area of the hotel, but very important to my husband. Our room was gorgeous, and the pictures did not do it justice. Our jaws hit the floor when we walked in. We couldn't have been happier with our stay and we are so excited for next year!

We had an amazing trip! I went with my two children-ages 11 and 8. There was so much to do and explore...bike rides, popsicles, candy shop, arcade, cenotes, batting cages, tennis lessons! Honestly, I feel like Alila (mainly via their socials) didn't seem to target families, but everyone was so helpful and welcoming to kids! It was Spring Break, so there were a lot of families, and there are not any kids clubs, etc, but for the "mayakoba" complex of all the resorts, they share mulitple spaces that tend to be more for kids! We were beachfront in a studio with a plunge pool. The plunge pool was heated, which worked well for us, as there were some windy and one rainy day, but not sure how a heated plunge pool would be otherwise. I DEFINITELY felt like it was a luxury resort. So come to feel relaxed with a whimsy of exploration!