Mahekal Beach Resort

Daniel was great and went above and beyond to make our experience memorable. Although initially there was a confusion with our room the staff took care of it and we were well on our way to enjoying our trip.

I have just returned back from a two week holiday at the Mahekal Beach resort, Mexico with my family. As I am writing I am really disappointed not to be able to give Mahekal 5 stars as the hotel and its setting have the potential of offering what would have been a truly wonderful holiday. Upon arrival (11pm) we were greeted by a underwhelming receptionist who provided the standard details for check in. There was no food / snacks on offer - dinner finished at 11pm. We had just enough time to go to the hotel bar and get a drink which is what we did. There we were greeted by a very unfriendly and unwelcoming bar staff member. He continued to be unfriendly and dismissive and rude as the holiday went on as we would visit the bar every evening after dinner. As the holiday continued it soon became standard that the general attitude of staff at this hotel were not engaged, unenthusiastic, unfriendly and generally any queries we had the first response was ‘computer says no’. This is not to say that all staff were this way inclined and I would like to compliment the Entertainment staff especially Josue, Maria and Kaela. They were friendly, upbeat and very talented at their jobs. Mahekal is very lucky to have these members of staff especially as the majority of other staff were the complete opposite and actually ruined my experience of what could have been a beautiful holiday. An example of the service received; our room was not cleaned appropriately each day nor was it sufficiently restocked with bare essentials such as towels and bottles of water/ other soft drinks in the mini bar fridge. I started to use their insense which required the matches both provided in the room upon arrival. As time went on I ran out of matches so I asked reception if they had any more? First answer was ‘no’. I then explained why I needed them that I was using the insense provided by the hotel to detract bugs because my son’s bed had been infested by them on our second night there. They then decided to have a look through the drawers and were able to locate one box which they gave to me. After the bug incident - the whole bed was covered with flies; my son was not able to sleep in that bed that night, I didn’t mention anything that morning as I assumed when the cleaners came in the next morning they would notice the bed - with all the dead bugs as I had sprayed it with repellent, clearly not as the sheets were not changed but the bed made up with the same sheets containing all the dead flies. I asked reception if they could change the bed which they duly did. Generally the food at the hotel was good. There was variety and the a la cart restaurant felt as if you were in an a la cart restaurant and was always available to dine in as and when required - one positive as this is not always the case at other all inclusive hotels. We were all inclusive and this was not a cheap holiday. I want to raise the subject of the ‘expectation of tips’. We are from the UK therefore I am aware it is a different custom living in the UK as it is living in Mexico and the USA. After spending more than £15k booking this holiday whilst at this resort you were required to sign a cheque after every tab eg breakfast/ drinks and lunch/ dinner and drinks. Not only that there was an expectation to tip minimum 15% on each cheque. Example, an afternoon spent by the pool would consist of soft drinks, alcoholic drinks, lunch. Generally the cost of not all inclusive was c 3000 pesos which works out to c £150. The expected tip at 15% for this cheque would have been £22.50. This is not sustainable???? I believe part of the reason why the attitude from especially some of the pool staff by the buffet restaurant was so unfriendly was as a result of not receiving the unsustainable (in our budget anyway) 15% daily thrice tips!!! To understand further my issue with the general consensus of the staff working at this hotel, on the last day my son was looking for one of the entertainment staff, Kaela, funnily enough to give her a tip but we couldn’t find her. We reached reception so I asked one of the staff members there if they would no where she might be. His response ‘who?? No sorry do not know who that is’ and that was that. There was no ‘ let me find out who you are talking about’ there was no further questions to try and help us with finding his work colleague. I find it astonishing that this staff member does not know another staff member in the same work place? He was purely disinterested, unfriendly unhelpful and rude. He was also one of the staff members who assist with booking people in to the hotel and sorting out trips and any hotel experiences required. As a result I feel I would not like to go back to Mexico which makes me really sad as even though the service received from the hotel staff have severely tarnished my overall experience Mexico as a holiday destination was truly amazing and Mahekal as a hotel and setting really did have the potential to be outstanding which unfortunately the latter part really wasn’t. I believe some of the staff could really benefit from customer service training. If better training were received and thereafter implemented this would be a big step towards a great improvement in my mind to the general experience your customers would receive staying at Mahekal.

My boyfriend and I spent a week at Mahekal Beach Resort at the end of May 2025. Our stay there exceeded are expectations and was wonderful. It’s a beautiful property and the service we received was phenomenal. Our room was lovely and comfortable. I loved the porch hammocks. The staff made our stay truly magical. The pools and beach were beautiful, and the property was calm and peaceful. We ate many meals at Fuego, and every meal was excellent. We want to send our thanks to the staff at Fuego who made our experience so enjoyable: Sofia, Israel, Luis, Roberto, Jorge, Yexiani, Ruben, Kimberly, and Manuel. I look forward to returning to Mahekal in the future.

We spent 14 days at the Mahekal Resort for our honeymoon at the end of May. It was the best vacation we've ever had. The hotel is in a great location if you want a mix of adventure and relaxation. Great emphasis is placed on nature, and the atmosphere gives you a paradise feeling under palm trees. There's no great luxury, which is exactly what you need here. The staff was incredibly kind, empathetic, and attentive, which made us feel very comfortable. There was also an extraordinary young man named José who offered a daily entertainment program. You could tell he was passionate about his work. The way he welcomed people was truly special and never intrusive or inappropriate. The food was also excellent. We had half board with breakfast and dinner. The morning buffet was always fresh and left nothing to be desired. For dinner, there were various 3-course menus to choose from. On Wednesdays and Saturdays, there was a Mexican buffet with a lively and entertaining mariachi band. The hotel entrance was directly on a street with plenty of options. There were many bars and restaurants with a lovely Mexican flair. It was never overcrowded with tourists, and the regular but unobtrusive police presence made you feel safe at all times. I really can't say a bad word here and I thank the entire team from the bottom of my heart for this wonderful time.

The staff is always very friendly Josue y Maria were very helpful with dreamcatcher activity. The beach and jungle concepts are very appealing and the food is amazing ing. Very relaxing ambiance.