Andaz Mayakoba Resort Riviera Maya

Travel Date: December 31, 2024

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...

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.

Travel Date: February 28, 2025

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...

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.

Travel Date: February 28, 2025

This was my first multi-night stay at Andaz (after multiple stays at Fairmont and one at Banyan Tree) and overall I had a lovely time, and have a few thoughts as Andaz closes for renovations and becomes Alila. The room (building 20, with lagoon views) was nice and well-appointed. Breakfast...

This was my first multi-night stay at Andaz (after multiple stays at Fairmont and one at Banyan Tree) and overall I had a lovely time, and have a few thoughts as Andaz closes for renovations and becomes Alila. The room (building 20, with lagoon views) was nice and well-appointed. Breakfast was the best meal we had most days with the buffet at Cocina Milagro — loved the chilaquiles, lattes, and omelette & quesadilla stations. Lunch was solid at the beach and at Cocina Milagro. Dinners were the most underwhelming and low quality, aside from dinner at Casa Ámate which was wonderful, especially the mixologist at the bar. My partner and I loved our time at the beach. The only challenge was they never allowed us to use the kayaks, even though over at Fairmont they had them available. We went snorkeling through the Mayakoba Dive Center and it was amazing— we got up close with a friendly sea turtle. I had a massage with Teresa and really enjoyed it. As Andaz becomes Alila, a few thoughts come up most: 1) It was clear that many staff did not have job security heading into this period. I hope Hyatt will do right by the staff of Andaz Mayakoba and use its resources to take care of these employees. 2) Renovations will be important especially for the creation of a beach club like they have at Fairmont and Banyan Tree, updating the restaurants, and perhaps updating the pool areas. The rooms also have some cracked tiles and could be updated a bit too, as well as the chairs and patio furniture in the rooms. Alila should also include a dedicated bar similar to Hix at Fairmont. 3) Food quality should be prioritized with more local cuisine, and perhaps an Italian or Indian option. Overall, Fairmont remains my favorite Mayakoba hotel, but I’ll be curious to come to Alila someday.