Andaz Mayakoba Resort Riviera Maya

My husband and I recently stayed for 7 nights at this property in Mayakoba. Mayakoba is truly a beautiful area, and this resort clearly has a lot of potential. We genuinely wanted to love our experience, and while there were some very bright spots, there were also significant challenges that affected our stay. The Challenges The property is still under construction, which unfortunately impacted the overall experience. During our stay, only one pool was open, and only one restaurant was available for dinner service. There was also no on-site store to purchase basic items (like a hat or other last-minute essentials), which would have been very helpful. The WiFi was unreliable for most of our stay. For guests who need to stay connected for business, this can be a major inconvenience. A big issue for us was the lack of hot water. The main pool was very cold, the spa did not have hot water, and our room initially only had lukewarm water in the shower. While the shower situation improved after we brought it to management’s attention, we strongly feel that consistent hot water throughout the property is essential and should be fully resolved before opening and welcoming guests. The Highlights On a very positive note, the food and drinks were consistently good and thoughtfully prepared. The grounds and rooms were very clean, which we truly appreciated. Most importantly, the staff truly stood out. Alfonso, Ivan, Abner, Pablo, Giovanni, Jonatan, Juan Carlos, Viviana, Mariana, and Safiro were genuinely warm, attentive, and eager to help. Their kindness and professionalism made a real difference in our stay. A special thank you to Jesse, the shaman who leads the Sunrise Intention Ritual. His presence, wisdom, and guidance created the most meaningful and memorable experience of our stay. We are truly grateful for the care and intention he brings to his work. Final Thoughts This property is set in an incredible location and has tremendous potential. With construction completed, consistent hot water, reliable WiFi, and fully operational amenities, it could be a wonderful destination. We sincerely hope to see it reach that level in the future, as the people there certainly deserve it.

Alan and Gilberto were fantastic resort hosts, and the entire staff of Alila Mayakoba was wonderful. While the resort is newly opened (and some w/pools/activities are not yet available) we had a lovely stay. The property is much more of an upscale adult/spa vibe than the previous Andaz, and a trip to Mayakoba never disappoints.

It was a magical experience. We spent a week at the new Alila Mayakoba with our young kids and it was just perfect. The Alila team was very willing to help - from arranging boat tours to making reservations. We came when they just opened 1 week prior, and they upgraded up from the lagoon to the oceanfront. The Mayakoba complex is huge - consisting of Alila, rosewood, banyan tree, and fairmont. Each are special and have something to offer. You can bike, take a cart, or walk to any of them. The entire complex felt like a sanctuary. The forest and the lagoon, and walking out onto a white sand beach. Lastly the experience is very personalized. From the moment you enter, you can text a group of staff who are extremely nice and friendly to help. One of the staff, Gilberto, went above and beyond to coordinate balloons and cake to be sent to my room for my wife’s upcoming birthday while we are out at dinner.

Stayed here 5 nights with my family. Worst Mayakoba resort and worst "5 star" property I've ever stayed in, by a mile. Here are the pros: The staff was very friendly and attentive. Food was very good, and the facilities were clean and well-maintained. Now for the many cons: Room service was terrible Upon our arrival, our room lacked basic toiletries including even hand soap. It required multiple calls and over two hours to resolve this issue. On several occasions, items we requestd from them were not even delivered despite calling multiple times . For example, we called 3 times for an an ice bucket with ice. After 2 hours, we gave up trying to get one. There are 2 resataurant open due to ongoing construction. We had 1 option for dinner. The one dinner restaurant did not even have a a wine list with bottles. Wine by the bottle is only available upon request, and there were 2 or 3 options, which is absurd. We ended up eating dinner at nearby resorts most of the evenings Only one of the two pools was available, also due to construction. There is no gift shop on the property. We had to visit a nearby resort for essentials such as sunscreen. The grounds are also very sparse. It lacked the lush greenery you would expect for a resort in this area. This hotel never should have reopened until the construction on the grounds had been completed.

My husband and I came to Alila in the second week of its opening. We arrived around 1pm and were warmly greeted. The clay/honey ritual was a nice touch and helped to ground us after a long journey. Being Globalist we were upgraded to a Beach Area room. We were lucky enough to have our room ready and upon entering the room we were given a welcome drink and cleansing ritual for the room. Bags took a while to come but we were able to get to the beach, enjoy lunch and swim in the ocean. They definitely make a conscious effort to clear sargasso. While the barrier is an eyesore it helps tremendously with waves. We walked the entire beach and Alila is blessed with the best beach area of all. For example, the Rosewood beach area was terrible! Full of seaweed and erosion. Some people in the first week complained about slow service but for us, it was very quick. We ordered from our loungers and both drinks and food came promptly.Louis was our server and he was very attentive .The food for the price I cannot say was the best. The ahi tuna tostada was more of a smoked ahi, not fresh chunks that I’m used to in Mexico. The chicken tamale was tasty but not warm. Lunch seated at the taqueria on site was much better and both tacos we ordered were tasty. Breakfast was included for us for free but it was buffet only. When I stayed at Alila Uluwatu in Bali it was an à la carte breakfast. That being said, the make your own chilaquiles station was much appreciated. Overall, service at this resort has been phenomenal. People go out of their way to greet you by name and this extends to all of the hotels in the Mayakoba complex as we ate dinner outside of Alila both nights we were here. We made our own reservations prior to arrival but our butler Ivan always had golf carts waiting for us to transport us to our meals. On our last day we were able to get a 4pm checkout and enjoyed our last moments by the beach. I used points to stay here and I would absolutely do the same again. Once the property is up and running completely I’m sure it will be excellent.