Mahekal Beach Resort

We are currently staying at Mahekal Beach Resort and feel compelled to warn other families, especially those traveling with young children. The resort’s website advertises heated pools, which is simply not true. None of the pools are heated, and even the jacuzzi is cold. We traveled here with our family and two toddlers, expecting to enjoy the pools as a core part of our vacation. Unfortunately, the water is so cold that the pools are completely unusable for children. The pools are essentially abandoned, as guests are not using them due to the temperature. We paid several thousand dollars for what was supposed to be a family-friendly resort vacation, and yet the main amenity you expect to use with kids — the pool — is off the table. That is incredibly frustrating and upsetting, especially when the information on the resort’s website is misleading. A great location and friendly staff do not come close to compensating for the fact that a fundamental, advertised amenity is missing. This completely defeats the purpose of staying at a resort. We paid a premium specifically so our family — especially our children — could enjoy on-site amenities, not to be forced off-property to make the vacation work. Families with young children should think twice before booking, especially if pool access is important to your stay. Management needs to address this immediately — either by accurately representing amenities on their website or by actually heating the pools as advertised. Very disappointing experience.

Do not go here. The experience for what they say is 5 star is 2 star at best. Rooms are old and full of mold and dirt. Bathroom grout is disgusting, towel old and thin, no robes, no slippers, and the bathroom is so tiny there is barely room to move. It has a slated door so if you are traveling with a friend there is no privacy. Windows in the room look like they have never been cleaned inside or out. You have to pay for your coffee puck if you are not all inclusive and there is only coffee mate to use in it. The cups are so dirty I would not recommend you use them. Check in was a disaster as it was for almost everyone, people screaming, people getting wrong rooms, people getting so upset. We had booked an Oceanview room, and when we finally got there there was no view, we had to go back and start again and the room we finally got was on the public beach side with a walk way right beside us with a bit of a view over a fence. Total rip off for what we paid. Everyone in our party did not get what they booked and we all booked in August for January. Food, subpar, and if you do all inclusive you have hardly anything to choice from. Buffet breakfast, lunch you never really knew what was happening, dinner Buffet or Fuego Restaurant which offered menu selection....be cautious of what you order and how it comes out. Wine selection is almost limited to Mexican or Chilean wines. About $18 US a glass and the pours are all small. Upon arrival we were starving and went to the Agave bar to snack (they told us there were snacks there), and have a drink. there was no snack menu at all. Some waiter heard us and came over and offered to get tortilla chips and some guacamole, they charged us $18 US for a very small bowl of each, shocked by this. every little thing you tried to get they wanted to charge you for it. including a refill of coffee in the Los Olas restaurant where a cup costs $4 US a piece. Check out for almost everyone was another screaming match and confusion. We were smart, got a print out earlier to check off each of our receipts and reconciled prior. Note, you can not pay cash for anything on the resort. It must be charged to the room if you are not all inclusive. It was a gong show for the other 3 parties in our group. Also note I did not do all inclusive and tracked my spending and for a 4 day all inclusive stay I saved $188 US and it enabled us to eat somewhere else and have a much better dining experience. Just to recap, this resort is in desperate need of a revamp, the staff are all confused especially the front desk people and two of the 3 pools are disgusting. The only positive I have to say is our girl who cleaned our room did a good job and the sommelier tried. He was friendly and always smiling. I suggest you try to stay clear of this resort.

We had an amazing 8 days here.  Abraham and Daniel organized our room with champagne, balloons and an amazing chocolate mousse cake for a birthday celebration upon our arrival.  Throughout the whole trip Abraham was incredibly helpful.  Edwin was amazing too -- such a great guy. The staff played a major role in how enjoyable our experience was, and just too many names to mention.  We had a beach hut right on the water.  Magical. Light sleepers will need earplugs if right on the water.  We enjoyed our meals here as well, but the location means you're steps away from dozens of amazing restaurants, bars, etc.  Playa one of our new favourite Mexico spots and will definitely head back there.

From the moment my wife and I arrived the experience was truly magical (Mahekal). Food was good and the place is fantastic - felt very safe too. Concierge Edwin was great in getting us checked in and remembered my name the whole time we were there. Head Waiter Ignacio was excellent along with the girls who guided us to our table. Entertainment coordinator Alejandro was the best as he was quite the character - very funny - 5 stars for his efforts! Gary

Lovely location and good hospitality staff- terrible customer service at front desk and management. We were wrongly overcharged $400CAD and have yet to be refunded in spite of numerous trips to the front desk during our stay that disrupted our trip and were assured we would be refunded. One month later and still no refund and no reply from management. Would not recommend.