- Mexico Holidays
- Playa del Carmen
- Andaz Mayakoba
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Andaz Mayakoba
Mexico, North America
Playa del Carmen
Wonderfully located in front of the white sandy beach this establishment gives its customers the possibility of enjoying the most blissful holidays …. Let yourself be embraced by the sun warmed breeze and the turquoise waves of the sea.. Take a walk or ride a bike and discover the emerald lush vegetation and the stunning blue lagoons…Take advantage of the possibility of visiting the ruins at Chichen Itza and Tulum, and feel free to enjoy the opportunity of such a variety of watersports, snorkeling, kitesurfing, or paddling, golf during your stay. Enjoy the restaurant on site, the pool, the spa, wifi or the concierge facilities, because the only purpose of this property is to seduce your senses and offer the maximum comfort and blissfulness on this stunning sanctuary of happiness and ecstasy... Rooms are spacious, light and airy, offering the traveler the chance to relax and be impressed by the for ever lasting tranquility of the sea…
Facilities
- Tennis*
- Beauty salon*
- Spa treatments
- Massage
- Steam bath*
- Sauna*
- Entertainment programme for children*
- Children playground*
- Sun loungers*
- Children’s swimming area
- Please note some facilities may incur an additional fee
Due to the surrounding area and the number of steps around the hotel, it may not be suitable for those with mobility difficulties.
The Local Area
Tripadvisor Reviews
4.5 Excellent51 reviews
Excellent
73%
Very Good
6%
Average
6%
Poor
10%
Terrible
6%
Location
Cleanliness
Service
Value
The BEST place in Mexico!
My fiancé and I had an unforgettable stay at Alila Mayakoba from June 3 to June 12, 2026, and this was truly one of the best resort experiences we have ever had. We have been coming to Mayakoba since the Andaz days, and Alila has quickly become a place we want to return to again and again.
The resort itself is beautiful, peaceful, and unique, but what made this trip exceptional was the people. The service felt warm, genuine, personal, and never forced. So many team members made us feel welcome, safe, cared for, and excited to explore more of Mexico.
The two people who stood out the most were Nicolas at the front beach and pool area and Gilberto. Nicolas is honestly one of the best hospitality professionals we have ever met. His customer service, work ethic, personality, honesty, friendliness, and passion for helping guests are on another level. He made us feel confident, safe, and genuinely taken care of every day. When we extended our trip, Nicolas was a huge reason we stayed at Alila instead of moving to Banyan Tree. He made our trip the best one yet.
Gilberto was equally memorable in a different but extremely important way. He was so welcoming, thoughtful, and helpful, and he really took the time to lay out the menu of events, activities, and experiences available not only inside Mayakoba but also in the surrounding areas. Isabella and I are working toward moving here, and Gilberto and Nicolas both helped us feel more confident, comfortable, and excited about that possibility. They gave us a better understanding of what life and experiences around the area can look like, and that meant a lot to us.
Together, Nicolas and Gilberto made Alila feel like more than a resort. They made it feel comfortable, safe, personal, and connected. Alila is lucky to have both of them. We truly believe they are the kind of people who create repeat guests, build trust, and help bring continuous revenue and long-term loyalty to the property.
We also want to recognize several other amazing team members who made our stay special. Ivan was patient, kind, and very helpful as a host. Gio at the front pool area provided wonderful service and helped us enjoy some of the best food while connecting us more closely with the chefs. Alfonso was friendly, helpful, and welcoming. Vicky from housekeeping was so sweet and gave us a funny, memorable soap interaction that still makes us smile. Ervin, who helped transport us around by golf cart, had such positive energy and even helped us spot animals around the property. We joked that he was nature’s best, the Mexican Steve Irwin. Marco at the pool was relaxed, helpful, and provided excellent service. Alan at the Mayakoba Dive Center has been someone we have seen since 2024, and it was great seeing him again. Jairo, our waiter and ice cream guy, had great energy and looked like a movie star. Luis from room service had one of the best smiles on the resort and provided awesome service. Carlos at the pool was also very kind and attentive. We also want to recognize Abaner from breakfast. We may be spelling his name incorrectly, but his service was consistently wonderful and deserves praise. Juan Carlos was also amazing from on our arrival to our departure being so welcoming and helpful with our bags.
Overall, this stay reminded us why hospitality matters so much. Alila Mayakoba is a beautiful property, but the people are what made it unforgettable. Nicolas and Gilberto especially made a lasting impact on us, and we cannot wait to come back.
-Chris and Isabella
Amazing Experience
This place was out of this world truly. Me & my partner came here to disconnect from our busy lives and it was indeed just that. The staff is amazing super friendly & nice. Our concierge Gilberto Zavala truly went out of his way to make us feel comfortable and enjoy the full experience in Alila. I love this place I will be back!
Room for Improvement
Hotel overall still figuring things out. Housekeeping and turndown service had to be requested multiple times. “Upgraded” to a different room without telling us, but we wanted the ocean view we booked. AC malfunctioned multiple times. Cleaning outside patio every morning interrupted privacy.
Pros: excellent spa and breakfast
Expected better from an Alila Hotel
The hotel itself was beautiful, and we truly appreciated the room upgrade. Unfortunately, the service left us wishing for much better.
A major issue was that the main pool by the beach was under construction for more than half of our stay, which made a significant difference in the overall experience. Beyond that, the service was extremely inconsistent.
Gilbert, one of our hosts, was great and genuinely helpful. However, Alfonso, our other host, was a very disappointing part of the stay. He entered our room without permission, claimed he wanted to help, but ultimately did not add any value. His attitude was poor, and he often left us waiting or without proper support. Honestly, it would have been better not to have a host at all than to have someone who only delayed things and was unable to assist with even basic requests.
What made it even more frustrating was that the golf cart drivers were more helpful and informative than Alfonso. They were the ones telling us about nice things to do around the hotel and the surrounding Mayakoba complex, not our assigned host. Mayakoba has so much to offer, but we only found out about many of these experiences on our last day, when the staff driving us to breakfast casually mentioned them. That should have been part of the host experience from the beginning.
Every time I asked Alfonso for help, he either took hours to respond or was simply unavailable. On the days when the hotel was quieter, the service was acceptable, though still not great. But once the hotel started to fill with guests, the service declined significantly. Food was missing, room service orders were incomplete or incorrect, and when we asked for help, Alfonso was never able to resolve anything.
Room service orders consistently arrived wrong, and at checkout, they attempted to charge us again for a deposit that had already been paid. They also tried to charge us for a breakfast order that was supposed to be included. Thankfully, I reviewed the bill carefully.
Overall, while the property is beautiful, the service was far below the level expected from a hotel of this standard. The inconsistency, lack of attention to detail, and poor support from one of the hosts made the stay much less enjoyable than it should have been.
It hurt to leave
Best Alila we've ever been to, and that is next to the Big Sur Alila! The service was out of this world, and I literally cried when we had to leave.
