Andaz Mayakoba Resort Riviera Maya

Ved Daga

Lots of great stuff about the Alila post-renovation. The property is super nice and lush, but it is very spread out. Globalists receive a nice buffet, but it seems the hotel isn't aware of what the norm for Globalist breakfast is. It's usually a la carte + Buffet at most high-end Hyatt's, but here it is only the buffet. Buffet and quality of food was great. Service is nice, but a lot of basic requests couldn't be answered, such as when we asked for extra chairs to our room but couldn't provided with any. I want to emphasize the attitude of the staff was excellent, everyone was friendly. The entrance is the big Mayakoba one (The first one), not the smaller service entrance. Google maps will show you the service entrance but the actual entrance is much earlier (I hope the management will rectify this for future guests). It seems much of the property hasn't opened yet as the hotel is brand-new, but this should change soon.

Ibrahim Tayeh

Our stay at Alila Mayakoba was truly memorable. The resort itself is absolutely gorgeous, impeccably maintained, and feels peaceful and luxurious throughout. A special shoutout to Ommar and Oscar, who went above and beyond to make our experience exceptional — their hospitality, attentiveness, and kindness really stood out and made us feel genuinely welcomed. That said, the food was definitely overpriced for what it was, and unfortunately we experienced hair in our food on two separate occasions, which was disappointing. Despite that, the beauty of the resort and the outstanding service from Ommar and Oscar made our trip very enjoyable overall.

D E

This was our fifth stay at this property—four as the Andaz and our first since it became an Alila. While the rooms have been cosmetically updated, the service has declined dramatically. Our confirmed ocean-view suite upgrade wasn’t honored. Instead, we were assigned a room nowhere near the ocean. The only alternative offered was a standard room about one-third the size of our suite. When I asked if my suite upgrade award would be refunded, the front desk supervisor promised a resolution within 10 minutes. After waiting over an hour with no update, I had to find him myself, only to be offered the exact same room again. Unfortunately, this lack of communication and follow-through defined our stay. The property may look more luxurious, but the hospitality and execution are nowhere near the level expected of a true luxury resort. We used to enthusiastically recommend this resort, but we no longer can. If you’re visiting Mayakoba, I would recommend staying at Banyan Tree, Fairmont, or Rosewood instead. Our experience was so disappointing that we canceled the remainder of our stay after the first night and checked into another resort.

raul ramirez

Fantastic experience at Alila. We liked Andaz before the remodel but Alila blows that away with gorgeous rooms, great breakfast, great service and we also enjoyed dinner at Alisio. We got upgraded as Globalists to a Lagoon Suite and the beds were so comfortable that it was hard to get up each day. Fantastic bathroom as well. Manuel the front of house manager was wonderful telling us about all the happenings in the hotel on an almost daily basis. He should be the manager of the entire hotel! This hotel has a lot of warmth in its people from the drivers of the golf carts to the folks at the restaurants. We will continue to visit as it holds such a special place for us. We also loved eating at Ciello and Tauro on neighboring properties-this is what I love about Mayakoba-all the restaurant options. Finally-Hyatt ran a double points promotion-which you can't beat.

Frieberg Family

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. Lastly, Gabby! Thank you too for the great poolside service and helping us work through the payment tablet internet issue haha! 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