Banyan Tree Mayakoba

I am very disappointed with the customer service we received from Banyan Tree. They have a very strict cancellation policy but it is extremely difficult to reach someone at their resort when you contact them to change or cancel your reservation. We booked our reservation through American Express Fine Hotels & Resorts so we initially contacted them to change our dates. AmEx called us back later that day and told us they weren't able to reach anyone at Banyan Tree and all of their calls were going to voicemail. They suggested that we try calling the resort directly, which we did 6-7 times over the next two days and got their voicemail each time. We even contacted the concierge at the resort who said someone would call us back in 15 minutes, but nobody ever called us. Because we missed our cancellation deadline, we were forced to pay a $1,400 cancellation fee, which is the cost of one night's stay plus the taxes and fees for the entire stay. We now understand that they often have only one person working in their reservations department and she is not helpful or responsive at all. We simply wanted to either change the dates of our reservation or cancel it and Banyan Tree has not shown any flexibility. It has been a frustrating, time-consuming, and very expensive ordeal. I caution anyone who makes a reservation at this resort because all they seem to care about is your money. If our travel agent (American Express) had been able to reach Banyan Tree when they tried calling them the first time, all of this probalby could have been avoided. It feels like we are dealing with rigid bureaucrats who are not interested in helping us. We expected much better service from a resort that claims to deliver a 5-star experience for its guests.

We had our wedding here in late November and could not have had a more incredible experience. Every single member of the Banyan Tree team went above and beyond to make sure not just we but every single guest had the highest quality experience and hospitality. want to especially thank Juan O and Rene G who made us feel like royalty during our stay with their attention to detail and any accommodation requests. David C as well. Eduardo P and Ivon for their hospitality and ensuring our events were all staffed appropriately and went off without a hitch. Jazmine at Oriente breakfast. Brenda for her incredible baking talents. Javier for running an incredible spa experience. Steve from Inspire for an amazing audio visual experience for every event. And Aleza and Vicente for their incredible leadership in making every second as enjoyable and seamless as possible. We can’t wait to come back next year and our guests were blown away by the resort, staff, and hospitality.

We had a wonderful time at the Banyan Tree for Thanksgiving. Our Conceirge, Juan, was very attentive, responsive, and helped us plan an amazing trip. Our beach attendant, Jorge, was also incredible and made our experience very relaxing and fun.

Had an amazing stay at this beautiful resort. We particularly enjoyed the setting and the privacy of the villas as well as the beach club and kids program. Special thanks to the great Villa Hosts Juan and Rene as well as the kids club team with Maggie and Nora!

We stayed at the Banyan Tree and once again we had an amazing experience at the beautiful resort in the Mayakoba magical land. The resort truly exceeded our expectations a second time! We again stayed in one of the 2 bedroom villas this time in the area closer to the beach. Our villa was incredible, complete with our own pool and jacuzzi. They gave us bikes to navigate the property and the option to travel on the golf cart service was a phone call away. We enjoyed the proximity to the Sands beach club and restaurant and ate there several times. We also enjoyed the breakfast buffet several times at the Oriente and had outstanding service every time from our waiter Dario and host Jazmin We learned that is it possible to order room service from any of the restaurants on the property and since we did this several times enjoying fantastic meals in the living room part of the villa. We enjoyed the Thai food at Saffron and the Italian food at Cello. Both had outstanding flavor and authentic menus. We had the opportunity to meet the chef and the manager of Cello who both were very considerate and made sure all our needs were met. We took the nature cruise which is a private boat ride that is included as a part of the stay. We saw amazing native birds and turtles and we rode through the canals. Our guide, who was very kind and mellow provided insight and knowledge of the flora and fauna and we learned all about the native surroundings. We really enjoyed seeing all the wildlife at Mayakoba including the birds, turtles, iguanas, raccoons and especially the super cute coatis who are regularly hanging around the golf course. Everyone we met from the staff treated us so well and always with a smile. We would to mention a few people from the superb management office who assisted us during our stay including Nayeli and Seidee. They are very kind and made sure we had a pleasant stay. Yasmin, from the restaurant reservations desk is also very nice and helpful . Also we would like to give a special mention to the Miguel who is a management trainee we had the opportunity to meet several times. He was really a star and always went above and beyond to give us attention and make sure we were having a pleasant and enjoyable stay. Banyan Tree Mayakoba is unlike other resorts we have stayed at all over the world. It is one of top properties in the world mostly because of the excellent staff and the extremely high level service they provide. We love the experience we had as a family at the property and would highly recommend the resort to anyone looking for a special getaway.