Andaz Mayakoba Resort Riviera Maya

Stayed here for 7 days during our spring break traveling with our 11yo son. Things I loved: 1. The service!! One of the best service experiences I have had. Each room is designated two hosts/concierge to book anything you want from restaurants to spa and activities. All done through what’s app. IMO the people make the difference and everyone is so kind and work so hard to make your stay as enjoyable as possible. Shout out to Abner who made us feel so special, by bringing us his “special” French toast. And if you go, ask for Abners French toast! Also the head chef, who personally greeted us and made something off the menu just because my son asked. I also saw him greet most guests upon their first meal, which I think is classy. I celebrated my birthday during our stay and that day the hosts left a beautiful bouquet of flowers and balloons. The training of staff is exceptional, on par with other stays like four seasons and Aman. 2. Value/Complimentary upgrade- we booked standard room on points, and due to globalist they upgraded our room to a beach area suite with a plunge pool. I estimated it would have cost at least 2k/night. Considering this resort is still Cat 6, the value is phenomenal esp since it is spring break. Each room has a large beach tote for use and it came in handy, almost everyone I saw used it. The suite is beautiful with high ceilings. I found out we were upgraded on the app before we even arrived, which is so nice. I recommend emailing the hotel and requesting for an upgrade, I do this every time and 9/10 I get upgraded. 3. Pool- the main beach pool is lovely. The first couple of days it was cold, when I brought it to their attention the next day it was made warmer. Again the service! Not an issue finding a beach lounger whether on the pool deck or beach area. There is another pool by the lagoon that opened while we were there and it looked very nice but I much preferred the main one. There is sunscreen available next to the water station, which is nice if you forget yours. 4. Restaurants- loved casa amate. It was delicious and the ambiance was really nice. The ribeye and seafood risotto was a standout. We enjoyed it so much we went back twice. We went to others like saffron, cello, tauro etc, and those were good as well, however it was pricier and the price of food here is of 5 star level, prepare to pay a coin or two for your meals. The breakfast at ninguno was good, as globalist we got both ala carte and buffet selections. But I’m not sure they will continue this benefit. It’s not the best breakfast we’ve had at a Hyatt, but it did feel similar to the offerings at Ventana’s ala carte menu. 5. Gym- brand new and so nice almost felt guilty sweating! All technogym high end equipment from treads, stairclimber, bike, weights and barbell. The studio side has a technogym tv you can play recorded workouts if you like something guided. They also offer group fitness complimentary. 6. Activities- the best one was a free 45 minute guided boat tour around the lagoon. Saw some creatures like crocs and turtles, herons. Be sure to take advantage of the complimentary 90 mins hydro therapy. I did not know about this offer and had booked it for myself and partner and was pleasantly surprised. Again the service was very attentive here, Iradelmir was our therapist and he made sure our time felt pampering and indulgent. 7. Clean- the resort is very well kept. Not too surprising given that it’s new. The standout however is housekeeping. I walked in on them cleaning our room a couple of times and they really did a thorough job, nicely folding our Jammie’s, organizing all toiletry, mopping floors- best of all the consistency of this was really appreciated. Turn down service was always completed while we were away. Somehow they knew when we were out for dinner and timed it perfectly. 8. Beach- plenty of loungers. They work tirelessly to keep up with the seaweed but it’s endless. Compared to the neighboring resorts Alila and Banyan tree seemed to keep at it the best. The fairmont was always littered and would make for an awful swim. The rosewood really doesn’t have much of a beach so I think they kind of give up too. As for growing pains- here are some things I noticed that might deter you from coming: After a big rain one night the breakfast restaurant had a leaky ceiling. They placed a safety stand in the area but we were seated right next to it- doesn’t make for a pleasant start to day. On our last day our shower got plugged up and we had a minor overflow. However they did attend to it quickly. The resort is huge. Luckily with our room being near the beach we were close to breakfast and main pool. If you have a room by the spa or fitness center you’d have a good 20 mins walk and vice versa. So most places you’ll take a cart. For us we like a nice little walk but sometimes you just don’t have 20-30 mins to take that walk. They also have bikes to get around which was fun. We wished there was more than one dinner restaurant that was open. I heard on our last day that another one was opening the next day, so this will probably be a none issue by the time you read this. No dedicated kids club. There were plenty of kids around so I’m sure parents would have appreciated this. I noticed on our charges a daily donation of 17.9MXN was placed. I don’t recall ever talking to someone about it, and this is a no no. I don’t mind donating but this should be asked at check-in. This can really erode trust with the customer. Overall, we had a wonderful time. It wasn’t perfect, but it was more than good enough.

We recently stayed at Alila Mayakoba and unfortunately, the experience fell far short of what you would expect from a luxury Hyatt property. To start, check-in was a frustrating experience. We arrived at 3 p.m., which was the stated check-in time, after sharing our flight details in advance. However, our room was not ready until 4 p.m. After a long trip in the heat, this was a very poor first impression. The room itself was another disappointment. We booked a room with a plunge pool and an ocean view. While the plunge pool was there, the “ocean view” was extremely limited and did not match what was advertised. To make matters worse, there was ongoing construction near our room, with constant noise that made it difficult to relax—something completely unacceptable at this price point. Service was inconsistent throughout the stay. As a Hyatt elite member, I expected at least some level of recognition or a better room placement within the category booked, but that did not happen. The concierge service was particularly underwhelming. We had difficulty securing restaurant reservations, and when we finally had one at the Thai restaurant, no one informed us that it would close in case of rain. We were taken there by golf cart only to be turned away upon arrival due to weather, forcing us to scramble for last-minute dinner plans. Additionally, no one proactively reached out to assist with transportation from the airport, which is surprising for a resort of this caliber. Even more disappointing, at the time of booking, there was a promotion that included complimentary transportation and spa experiences. When we tried to redeem these benefits, they were not honored and were ultimately denied by the hotel. Overall, the experience felt disorganized, poorly communicated, and far below the standard expected from an Alila property. Between the late check-in, misleading room description, construction noise, lack of service, and unfulfilled promotional benefits, this stay did not deliver the luxury experience we were expecting. We have an upcoming stay at another Alila property and sincerely hope this was an exception rather than the norm.

Resort is terrible. Not finished . Do not go. It is horrendous. Very boring . Not ready to have guests. There is still construction everywhere. I don't recommend

The level of hospitality here is world-class. Every staff member we encountered was professional, genuinely kind, and proactive in ensuring we had everything we needed.

Beautiful overall property. Room was really nice and spacious. Had a plunge pool that looked like maybe a hot tub converted to a pool with no heat. They are trying with the sargassum with multiple barriers in the water along with workers on the beach and tractors throughout the day but the water looked like lake water for 3 of the 4 days until a heavy rain. Pool water is cold which I’m sure some people like. Only had dinner on site once and we were not impressed. They love salt on all dishes at casa Amate. Food at the pool was good. Breakfast has gone downhill since it was an andaz property. Activity guides are thorough but don’t have prices listed except for the yacht so either don’t worry about prices or have fun asking on each of the 100 things to do on prices. Hotel was only operating 58 of 180ish rooms when we went last week so hopefully they work out some kinks before they get busier