Andaz Mayakoba Resort Riviera Maya

Checking out of Andaz Mayakoba today after a 7 night stay. Service is non-existing - almost laughable: The little store that’s supposed to sell sunscreen? The lady didn’t show up for work on 3 days out of 7. It was an issue as we all got sick and couldn’t even buy Tylenol - had to leave the resort to buy both sunscreen and Tylenol. They ran out of beer at noon one day. How do you run out of beer at noon? And when my daughter asked for a coconut/coconut water, they said that they were also out. Super loud music at a wedding venue right next to our room way into the night - nobody even acknowledged or responded to my message about the noise. Ordered lunch on the beach - the guy warned us it will be 1.5hr… it’s was over 2hrs. I am a Globalist and supposed to have free breakfast - that’s a joke. The service on the resort is so bad and people must be complaining, so they offered free breakfast to everyone on the resort, so the place is a zoo. One day we waited out and sat down to eat (45 min wait, BTW) - the waiter never came. When I asked someone at the restaurant for coffee - the lady yelled at me “I am not your waitress” and sent me to order coffee myself at the kitchen. So we never went back there again. One person who is staying here told me that she complained and got upgraded to a suite on the beach. I asked her if she had status - she said no. However, as a Globalist - they told me they have no suites available… They are closing for renovation on March 1, and had I known when I was booking - I would have chosen another place. I feel like everyone was paid till March 1 and nobody cares. The taxi driver who has friends at the property told me that many quit already and they are operating with a skeleton crew. I don’t blame the workers, but the overall experience is not what it should be. We are staying in the building #13… They already started demolishing building #12 right next to us. So every morning we get woken up by jackhammering noise, so no sleeping in at all. It is on the management to make things right. And if you can’t provide the level of service you promise - the cost shouldn’t be the same. Why did I spend all that to be treated like I am staying in some $50/night place?

The most amazing service I ever received. I don’t think I can emphasize enough how good this was. The staff is incredible kind and always willing to help. They make our time in Cancun so special. I genuinely think you pay for what you get in this hotel. Looking forward to come back. Shout out to Alex. He was just amazing driving us around and recommending us things to do there.

Staying at the hotel for vacation. The facility is very good , very nature, beautiful hotel. You can expect to see many cute animals in the resort. There are bikes everywhere. It’s very nice to ride the bikes in the jungle. But was very disappointed with the restaurant Sotavento. It was recommended by the front desk when we checked in. We were told it’s a very good grill restaurant with reservation only. We tried to book the restaurant two days in a roll but could only get an available slot at 9pm. Although it was too late for us, we still wanted to try it since it was recommended as top restaurant in the hotel. Unfortunately, when we arrived there at 9pm tonight, most of the food were not available any more. We checked other restaurants on Google and most of them close at 10pm so it was too late for us to go anywhere. We stayed and ordered food. Although it was not busy at all, the service was very disappointing. We ordered Mac & cheese together with fish of the day and steak. The steak was not good at all. We only had half of it. And Mac and cheese was not served until the end of the meal. We complained when we were getting the bill. The staff didn’t take any action. Only said sorry about the inconvenience. Indeed, it was very inconvenient for us, totally ruined the whole experience with the hotel.

Clean, gorgeous private beach, access the other Mayakoba resort restaurants, excellent service from all staff, gorgeous property. It is spread out but there are bicycles, and golf carts are waiting to take you anywhere in the Mayakoba resort you would like.

This could’ve been an amazing stay except the hotel is ramping down staff as they are closing at the end of Feb 2025 for a year for an overdue renovation and rebranding to Hyatt’s high end brand, Alila. There was zero service at the lagoon pool . Zero. Breakfast buffet, while good, was chaotic . No butter, no spoons nor bowls by the cereal, long wait to be seated. It’s the type of stress you don’t need on a “zen” vacay. If you’re planning to come here in Feb. I would look for alternatives.