"We recently stayed at Alila Mayakoba. The property itself is quite good — beautiful setting, interesting architecture, and a very peaceful natural environment within Mayakoba. There were also some thoughtful gestures during the stay that we appreciated, including complimentary champagne and access to the hydrotherapy experience. However, the overall experience was inconsistent, and a number of service issues made the stay less relaxing than expected for a resort at this level. One morning at 6:00 AM a leaf blower was running directly outside our room, which is not what you expect at a resort where guests come to unwind. Housekeeping also had some concerning lapses. On two occasions after turndown service, our patio doors were left open, which felt careless. Dining service was inconsistent as well. At breakfast, our egg order was prepared incorrectly two days in a row, even after clarifying the request. The staff are generally friendly, but it often felt like requests were not fully listened to. The margarita at the beach restaurant was unfortunately quite poor, which is surprising given that this is Mexico. Several simple guest requests also took repeated follow-up. We asked for mouthwash multiple times before it arrived, and the same happened with sunscreen, which we tried to obtain repeatedly. Some venues did not allow room charges, which feels inconvenient in a resort environment. Transportation around the property was also unreliable. On three occasions we called for a golf cart from the gym and it never arrived. The pool experience was another challenge. There is only one pool option, and every day there were children loudly diving and screaming, with multiple guests expressing frustration. An adults-only pool or better management of the space would greatly improve the atmosphere. Service at Agave Azul was also disappointing. Our server, Francisco, was noticeably rude and dismissive, which stood out given that most staff were otherwise pleasant. Another surprising detail: despite spending time at the pool daily, not once were we offered a drink poolside. Overall, Alila Mayakoba is a good property with a beautiful setting, but the service and attention to detail need improvement to truly deliver on a luxury experience."

"We had stayed at Andaz Mayakoba 6 times previously and were excited to see the property after the renovations. The rooms, suites, restaurants, and common areas were gorgeous! We were a family of 11 from the US who stayed for 6 nights in March 2026. We loved riding the golf carts through the mangroves and seeing all of the birds and wildlife. The food was fabulous! We have dinner twice at Casa Amate, 3 times at Alisio, and once via room service. Chefs Michael and Ricardo were awesome! They came by the table and said they would make whatever we would like to have! The German pancakes and steak and eggs for breakfast are to die for! At Casa Amate, we especially enjoyed the Fried Avocado, filet mignon, shrimp, lemon meringue, and chocolate molten cake. It's the staff that really sets this place apart. From the bellman to the front desk staff to the butlers to the chefs and the golf cart drivers, everyone here has a smile on their face and is ready to make your vacation perfect. I honestly don't know how they find so many excellent employees. I would like to send a special thanks to several staff members who made our stay outstanding-Chefs Ricardo and Michael, Butlers Alan and Gilberto, the entire bellman team Juan Carlos, Charlie, etc, Luis and Gretel at the front office staff, and of course the wonderful housekeeping staff. It was great to see some familiar faces who previously worked at the Andaz. This is our go-to hotel in Riviera Maya. I don't know why a family who is looking for a relaxing and beautiful stay would look elsewhere, Alila Mayakoba is heaven on earth."

"We had a short but memorable stay at the new Alila Mayakoba during their opening week. I would highly recommend a visit for those wanting a wellness get away thats both family-friendly and tranquil. Let me tell you the detox and wellness experience starts as soon as we got off the airport van. We were greeted to an open foyer beautifully decorated in a Boho-Chic style with an open ceiling providing great natural lighting. The check-in service begins with a ritual that involves massaging your hands with a soothing mixture of mayan clay and honey, along with a delicious welcome cocktail. After check-in we were taken away on a golf cart to our room. The room was decorated with a similar Boho-chic style. Everything was new and fresh/clean. I've stayed at many different Hyatt properties globally, but Alila Mayakoba bedding was one of the best and I had such a nice sleep. Facilities wise, only the beach pool area was open at the time. The area had tons of sun beds all around the pool with additional section right in front of the beach. With two restaurants surrounding the pool, we were able to order drinks while basking in the sun. I highly recommend the Ahi Nacho to snack on from Alisio. The gym was also newly furnished with Technogym equipment which was nice. We also visited the spa for the hydrotherapy session, which feature both dry/wet sauna, a cold plunge, a hydrotherapy shower, and then a nice relaxing time in the outdoor pool. The experience was very relaxing and we thoroughly enjoyed the visit and highly recommend. Service wise, it was very nice. Our dedicated resort coordinator (butler) Gilberto and Alan were available 24/7 in case we had any questions or needed any help arranging reservations. We had an issue were we were not provided with the Globalist status amenities or benefits disclosed during check-in but Gilberto was able to quickly look into the matter for us. He was also able to help us book a nice lagoon boat tour which was very enjoyable. I really appreciated Gilberto's help from check-in until we checked out and left the resort. Since when we visited only less than half of the facilities and rooms were available, I hope to visit again once the resort is fully open to see what more they have to offer. I will rate it with a 9/10 score until then 😉"

"Overall, this is a gorgeous property with many more pluses than downsides that will only get better with time. I was there about two weeks after they opened, and had an excellent vacation mainly due to the amazing customer service we received from the staff. Our hosts (butlers) Alfonso and Ivan were excellent. If I come back, I'm requesting to be assigned to them because these guys are really the "A team," and helped resolve whatever issues we ran into during our stay. I will say that I was pleased with my experience because it was a great value for a points redemption. I would probably be less forgiving for a $1,000/night cash stay. Pluses: -The grounds are absolutely beautiful. -Everything is new, fresh, and clean. I saw an employee going in to clean the beach bathroom after nearly every guest. -The food is excellent and well priced compared to some of the other hotels in Mayakoba. We went to Rosewood for dinner one time and spent twice what we did at the even more excellent Casa Amate. -Globalist/GOH breakfast is very generous. They let us order from the a la carte menu or pick from the buffet or both, everything was covered! I especially loved trying all the Mexican specialties. Oh and did I mention that breakfast is by the beach with a view of the ocean? -There were so many special moments of recognition for my mom's birthday that we were there to celebrate. -The staff here is amazing. In addition to Alfonso & Ivan, there were so many standout employees including every single person at breakfast who would be there like ninjas to help me carry my buffet plate and were so fun to talk to, Chef Michael who crafted some truly incredible dining moments for us, Chefs Ricardo and Fernando at Casa Amate who deserve a Michelin star for their talents, as well as all the wait staff, Mariana, Gaby, and Carlos at the beach/Alisio, sweet Frances at the spa, Juan Carlos and Russell the shuttle drivers, lifeguards Jesus and Guzman who were always there with a helping hand, and I'm probably forgetting a name or two of people who deserve a shout out. -Wheelchair accessibility was better than most resorts in Mexico by far, and better than many places in the Americas. We had a double room on the beach that was step free and had a roll and shower and toilet room with good grab bars. Though there was no built in shower bench, the hotel secured a portable shower seat that I actually found pretty stable, and a beach wheelchair all for my arrival at no extra cost to me. The old steep Andaz ramps were replaced by smooth grades that were super easy to roll on. Every restaurant is barrier free and the bathroom close to the beach is easily accessible. -this will not last, but we loved that the resort was capacity limited and it felt like we had the whole place to ourselves. It was nice that nothing here is in deficit so there is no towel game like at bigger resorts where you have to wake up at an ungodly hour to get a pool or beach chair. -The nature was incredible. And being able to be outdoors all the time was a deciding factor for us picking this resort. Every single restaurant has an outdoor dining option! things that were meh: -Check in/front desk experience. The guy who checked us in was not giving luxury service vibes when he asked me multiple times to produce written proof that the Guest of Honor certificate on my account is for more than one day's worth of breakfast when I told him I was told by multiple World of Hyatt agents*by phone* that the certificate covered my full 7 night stay. Just not a good vibe. Our host fixed it very quickly. Speaking of, when we asked our hosts for amenities, everything was provided super quickly, but when I called 0 to ask for extra towels later in the evening they never arrived. -Though there seemed to be standard suites available online, we were assigned a double room by the beach, which I would have gotten anyway with my Explorist status without using GoH. -Though the location by the beach was amazing and super convenient, the base double room is just okay and I don't think it's well priced at $1k a night for it when $1k gets either a suite or all inclusive in the area, or both. It was a decent size, but not huge by any means, and lacks luxury touches like a double vanity. -After the scents housekeeping used wore off, we noticed a sewer-like smell in our bathroom. Housekeeping should have identified and flagged this, because when we brought it up to the host, he had someone come to the room to fix it quickly. It took two visits from the maintenance staff to make it go away. -The plumbing is no bueno because we had to call someone to plunge our toilet two days. It's a problem that the toilets can't handle normal human bodily functions. -The Hyatt website really did not make it clear that half the restaurants would not be open, which was a little disappointing. Accessibility improvements that the hotel should make: For my level of abilities, I had an excellent experience, but there were definitely areas of improvement that I noticed. -The accessible room I had did not have a peep hole at wheelchair level and the temperature controls were too high up to easily reach as a wheelchair user. The safe was the opposite problem: too low to the ground and weirdly placed on its side. The beds were very low to the ground, but our host and housekeeping were able to fix that for me my by raising the mattress a few inches. -The door in the accessible bathroom by the beach should swing out instead of in to make it easier to fit a wheelchair in the stall AND close the door for privacy. -Though the lifeguards were amazing, I would have liked to have independent access to the beach loungers, which could really be accomplished by running a step free wooden walkway from the pool area to at least the second row of loungers. -Golf carts: please get a wheelchair accessible one that lets wheelchair users stay in their own chairs. While transferring to a cart and having the staff fold and stow my chair, this will not work for people with more severe disabilities who use a heavy duty 400 pound wheelchair. Several attractions in the US have them, a very worthy investment that Mayakoba should make. Overall we absolutely loved the resort and would 100% come back and recommend to others."

"The new Alila resort at Mayakoba is amazing. You must stay on the beach for the most beautiful experience. The service by our butlers Oscar and Anna made our trip special and memorable. They treated us like family and VIP guests. Juan Carlos took great care of us driving us around on carts and bringing us to our room and to the lobby when it was time to leave. The restaurant for breakfast and lunch was delicious and Abner was amazing as were other servers and the host and hostess. We recommend Alila for a wonderful and relaxing trip."