Banyan Tree Mayakoba

Beach and pool service was so scarce that we might see someone once in three hours, while other resorts have made us feel much more looked after. Even simple things required repeated WhatsApp messages, and the pre-arrival concierge never contacted us about golf and dinner bookings, so I had to sort them out myself a week before arrival. We got no help with luggage on the lobby stairs or departure, and there were no prepared baths or surprise chocolates in the room. Getting scissors for a suit tag turned into a whole ordeal. I had asked for a late checkout before arrival and reminded them the last night, but had to chase them again on checkout day, only to be told it wasn’t possible. Once I mentioned our transfer was hours away, they suddenly offered one extra hour, then suggested we wait in the lobby for the rest of the time. This was the most mediocre place I’ve stayed in Cancun in six years. Maybe it suits people with modest expectations, those mainly showing off the Mayakoba name online, or guests tied to an event. For a five-star Cancun resort, though, the prices don’t make sense to me. Other five-star diamond resorts beat it across the board. I wouldn’t recommend it, and hope people research beyond influencer highlights.

The service was awful throughout, and after spending nearly $35-40k, this was our worst trip. I raised our problems with the assistant manager. They apologized and seemed sympathetic, but never followed up and stopped answering our messages. We paid $6,000 a night for two villas over Christmas week, but arrived to a lackluster welcome. The concierge seemed unprepared and uninterested, and ignored most of our requests. It took three days to heat the pool and hot tub after we asked several times. The room also had leaks and needed several repairs, despite costing $3,000 per night. Getting golf carts was a mess. They were unreliable, so we missed reservations and arrived late for tee times. At the steakhouse, our waiter dropped a third of the $300 tomahawk steak while slicing it, laughed, and said nothing else. No apology or bill adjustment followed. The food was average and wildly expensive, around $80 per person for breakfast before tip and $50 for a burger. You can get better service at a Holiday Inn. I’d strongly advise people to stay away until this place improves.

Getting around the large property depends on golf carts, which could be difficult when it rains. Still, the grounds sit in a well-preserved mangrove and feel peaceful, and our beachside room was very comfortable. The staff were friendly and helpful the whole time. The beach itself is a short strip of sand, but it was kept up well and the sargassum was controlled. The pool and beach club facilities are nice, though they might feel small during the busy season. Meals were delicious and high quality, but costly, and we didn’t think the meal package was worth paying for. It was a lovely, tranquil stay at The Banyan Tree Mayakoba.

The lagoon villa was gorgeous, with a lovely pool and a separate dining and living space. The beach suites had beautiful ocean views and an impressive steam room. I also appreciated that the hotel welcomes pets, so my friend and I could bring our furry companions for a girls’ weekend. The staff were superb, polite, and attentive around the clock. Breakfast had plenty for everyone, from vegetarians and meat lovers to people after something sweet.