General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating2062 reviews
I just had a short stay at the resort with my family and we had such a great experience that we’re considering returning again towards the end of the year. Our butler, Francisco, started preparing for our stay prior to our arrival and helped arrange the transportation, dinner reservations, and was very helpful in addressing any of our needs during our stay. As Globalists, we had access to a full breakfast buffet each morning and were fortunate to have been upgraded to beach area suites—both rooms. The rooms had some maintenance issues and showed some signs of wear and tear, but as we’re only there for a short time, it wasn’t a problem. What we loved most of the resort is that it’s part of the broader Mayakoba development and provides a great deal of variety during the stay. We loved biking along the nature path which took us through the various resorts. Food options were excellent, with the exception of the signature Casa Amate, which we felt was quite subpar in food quality compared with the other restaurants onsite. Overall, we loved the tranquility, the variety, the welcoming staff and excellent service throughout the property.
Nickel and Dime you - Not a true all-inclusive
Do yourself a favor and stay elsewhere. The front desk personnel was rude and not helpful. I could not check in to my room until 4:30 even though check-in was at 3, and it is ridiculous and annoying how many times you have to provide your room number during your stay. Also, most rooms are 1 mile away from the beach, so you either have to bike with one of the properties bikes or take a golf cart ride.
Stayed at The Andaz Mayakoba in January 2023 with my family (3 kids under 8 years) and it was amazing! The hotel and the grounds are spectacular. The staff is so accommodating and friendly. We loved Alex Flores, the cart driver. Denisse Cortez was amazing! Our trip was smooth because of her constantly helping us with reservations and anything we needed! The kids club was great for the kids. Would recommend this hotel to anyone looking for a great and relaxing time in mayakoba!
Great beach resort holiday
Great place. The Host Denise made our life easiest. Good place to take the family for a trip. Gotta make sure you stay by the beach :-)’ slippers come with the room and the space has fun restaurants. 3/4 day trip here minimum.
Not a 5 star experience, at a 5 star price
My wife and I stayed at the hotel in January in one of their beach front properties. First the positives: The beach is lovely and water access is easy. You can walk along the beach quite a distance both ways, which was a nice way to stretch the legs. The boat service around the resort is excellent and the complimentary lagoon boat rise showing the sites is well worth it. The staff are incredibly friendly – from the gardeners, restaurant workers through to buggy drivers, they all had a smile on their faces. The provision of bikes free to all guests was a great idea and allowed us to get out and about around the Myakoba resort. Having access to the restaurants of the other hotels in the Mayokoba area was a plus, allowing access to a more diverse set of dining experiences. The rooms were large (but relatively sparse when it came to comforts) and the complimentary non-alcoholic fridge-based beverages was well stocked and replenished. The butler service was truly excellent – our butler (Francisco) was extremely helpful in organising restaurant reservations, trips and all of the associated logistics around them. He really was first class and did everything within his power to make our stay special. Now the not so positive aspects of our stay: No complimentary water sports provided – just about every 5-star beachfront hotel we have visited around the world offers free non-motorised water sports services. Not here though, apparently. The pool beds and beach beds weren’t particularly comfortable, and the beach beds in particular had no head support making it very difficult and uncomfortable to read on them. The pool area by the beach was okay, although from time to time it was rather smokey due to the proximity to Sotovento restaurant. The pool in the lagoon area is just a concrete jungle. Little to no sun shade. During our time there it was largely empty, presumably as the beach area was more attractive. But what a missed opportunity. Just poor landscaping and design. The on-site restaurants were generally disappointing. Sotovento on the beach was let down by the smoke coming off the grill, the mish-mash of seating and tables, and the lack of any coherent sunshade or wind breaks. Maybe they are trying to create a shabby Chic type of set up, but it was too shabby and not enough chic. On a windy day we sat there for lunch and were constantly moving chairs to keep in the sun as otherwise it was simply too cold. At night time for dinner it was just unpleasantly cold and lacking in ambience. Sands at Banyan Tree was simply beautiful by comparison. Casa Amate was okay. The menu is very limited – especially if you are vegetarian. The restaurant is broken up into 3 distinct rooms that made it seem to us that we were eating in the front room of a house with no atmosphere whatsoever. The breakfast buffet was at Cocina Milago in the lagoon area, meaning if you were staying at the beach you had to get the shuttle up and back. The buffet was pretty limited to be honest, and the atmosphere resembled a school canteen. Tinta del Pulpo was okay, but again offered a very limited menu, especially for vegetarians. The bar area in the pool complex beachside was completely spoilt by the smoke from the Sotovento barbecue grill. Whoever thought it was a good idea to put the grill right next to the only bar seating area outside needs their heads examined. We had to walk away from the bar on more than one occasion as it was just unpleasant breathing in the smoke. The quality of finish in the rooms was pretty poor in our opinion. Solid floors, no soft furnishings and no artwork on the walls meant that each room seemed to magnify any sounds. We could clearly hear next doors baby crying and even spoken conversations. The hotel is only 6 years old but the tiles on the floor were cracked and loose in a couple of places, the bath was marked making it very unattractive and the floor was badly marked in some places. The desk had a long scratch in it and most of the other furniture had dents and marks in it that made the place feel pretty shabby. The kitchenette area had 2 odd sized cups and no cutlery or crockery. The kettle didn’t work, and neither did the hairdryer. To be fair both were replaced quickly when asked, but it makes you wonder what sort of quality control is going on. The interiors were more 3 star than 5 star. The evening turndown service was non-existent. Elsewhere in 5 star hotels turndown means setting the bed for the night, closing the curtains and blinds, placing slippers by the side of the bed, sorting out the bathroom and replenishing towels as needed. All we ever got was 2 new bath towels left on the downstairs table. On our penultimate day we were looking to get a late check out for our last day only to be told that the hotel was full. We did a quick check on the hotels own website and it showed availability in just about every room category. After staying in one of the most expensive rooms in the hotel for over a week, the failure to extend our room by a few hours was extremely disappointing to say the least. Through the efforts of our butler we were above to get a different room for the extra hours, but why could they not just do that without all the lies and fuss? The senior management were invisible. We were staying at one of the top rooms in the hotel and had no contact whatsoever with anyone senior to ask how things were going. No fruit or champagne in the room on arrival, just a single orchid plant in a plastic pot on the table in the living room. It just smacks of taking the customer for granted and not trying very hard. Just about every 5 star hotel we’ve visited in the Caribbean normally hosts a weekly mangers cocktail party to provide a focal point for management to meet guests and get some feedback and for guests to mingle. Not here apparently. Lastly, I have to raise the issue over pricing. Headline pricing ignores a 10% service charge and a 5% resort fee. When you add VAT and other items the true cost is about 35% more than that quoted. In the restaurants the tipping level is suggested to be between 18%-22% of the bill. To my mind that is excessive, and set against the resort level 10% service charge it looks like we are being charged twice over. There is no transparency whatsoever over whether the service charges are going to the staff and how this is done. No explanation as to what the resort fee is supposed to cover that isn't covered by the room charge. Either way it makes it a very expensive stay. Overall you can probably guess that the negatives outweighed the positives for us. The hotel lacks any wow-factors and suffered from several design flaws and poor build quality. The lagoon pool area is a concrete wasteland, the food is average to poor with limited choice and the rooms are more 3 star than 5 star. During our stay we had the opportunity to dine at Sands, Saffron and Cello in Banyan Tree. The difference in quality, service and food was significant. As to the wow factor, Baynan Tree had it in spades.