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2429 reviews
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Nov 21, 2024Not a bad hotel but overpriced given the offering. So would look elsewhere.
Visited with my family and got an all inclusive package. While it was overall a good experience I would not return (reasons provided below) What we really enjoyed: - beautiful pools in the lagoon area including the heated jacuzzi pool that came in super handy during rainy days. - beautiful section of the ocean. They use barriers as the hotels nearby suffer from beach erosion. The barriers were far in this section of the beach, so the beach area was nice had barely any seaweed. - option to ride the bike between the lagoon and beach area - hotel responsiveness. Since we were a group of 10 (including 4 small kids), I reached out ahead of time to make sure we will have a crib in the room and to secure restaurant reservations. The hotel responded very timely and our request was granted. also anytime we needed milk in the room they brought it in a timely manner and we didn’t have to ask for it multiple times. What we didn’t love and the reasons we would not come back - small rooms, very plain design, no bathtubs. Felt like a big city hotel room (size wise). Although balcony was nice size - restaurant variety. Limited number of restaurants. With all of them except Soravento offering Mexican food. Lack of buffet options for lunch which is annoying when you have small kids and have to wait almost an hour for your food to come. They did have a buffet option for breakfast but the variety was limited (for example 2-3 types of cold cuts and cheeses only). This was the worst variety of any all inclusive resort we have been to. - absurd prices for food given the quality. Tge food was pretty good don’t get me wrong just the prices were exaggerated given the offering. The only restaurant that impressed us was Casa Amare but even there we had quite a few dishes that were a miss (steak tartar was blah, duck breast was basically well done). It was very good but it was more expensive than very expensive restaurants in NYC which again is absurd. We had an all inclusive so was not an issue but I feel like it would really bother me if I had to pay for my meals. - although the hotel was relatively new it wasn’t very well maintained for a 5 star hotel given the price range. Our paint in the bathroom was chipping, the balcony sofa was falling apart. We saw multiple electrical things open or exposed which just So unsafe; metal sharp hook sticking out of the pool wall. Everything felt a little abandoned and in need of some love. - the transport between the beach and jungle is very limited (you always had to wait for it instead of them being on standby). One time we had to wait for almost an hour in the rain. - service was good but not amazing again given the price range. - kids club was just plain sad. Very few books; barely any toys. - basically no entertainment or activities and the ones they had you had to pay for. Up charge for bike kid attachments. Why not offer them for free…how do you expect me to transport my 4 year old? If the smallest bike you have is 7+. We stayed before at Grand Velas and that one was just so much better/totally different caliber. Food was way better, rooms were nicer, service way better, hotel felt way more luxurious. We stayed at Secrets and Melia before and while Andaz had slightly better food, I would pick those 2 given a more affordable price. So overall which Andaz as not bad it’s just a bad value given the price.
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Nov 21, 2024A resort that makes you feel like family!
I can't say enough about this resort and how the staff, across the board, treating my family. They anticipated our needs and at every step, went above an beyond on any request! Sergio made our trip! He knew our names 2 hours into checking in and was highly engaged. The resort itself was beautiful, well maintained and food was outstanding (gluten friendly). We will return.
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Nov 21, 2024So-so Mayakoba Hotel.
I have stayed in Mayakoba many times. 3-4 times a year, usually at the Fairmont. This was my first time staying at Andaz. Although all the Mayakoba hotels, including Andaz, are rated 5 star, the Andaz does not live up to that standard. It's better than most all-inclusive resorts-by far-but it did not measure up to the other Mayakoba hotels (Fairmont, Rosewood, Banyan Tree). Our suite's private pool clearly had a leak and was never full enough to use. Everyday I had to call to have the pool filled but it would drain out quickly. The pool was the only reason we upgraded so was a waste of money. 2 feet of water in a pool that is supposed to be 4.5 feet of water is not acceptable and is dangerous. It was a large 2 story suite but still had only 1 kind size bed. It baffles me why a suite that large would not have 2 queen size beds. A family of 4 could not use this large suite. We just had 2 adults and a 4 year old so we were able to sleep in same bed but otherwise would not work for more than 2 people. They did kindly set up a cot but it was on the main floor and we could not leave a 4 year old alone on a different floor-especially with a half full pool on the other side of a sliding door. The staff were mostly great, except the beach staff who mostly sat around their hut talking and on their phones. The beach pool staff were much better, especially Omar who was always present and on the ball. The Andaz is the only resort at Mayakoba whose staff does not wear name tags. I found that odd because it made it more difficult to connect during the trip. You never knew who was helping you. At the other resorts, the serving staff walk around with trays so you know who to order a drink or food. In fact, you don't have to hunt down service at the other resorts, they come to you regularly to serve you. Not the case at the Andaz. The breakfast buffet is good but very lean. Only one restaurant available for dinner on the lagoon side. The beach side has 3 restaurants for dinner but we had a lot of trouble making a reservation, despite many empty tables during the night. Dinner at the restaurants was excellent. One night had a Mexican theme buffet which was not advertised and we only found out about it by accident when we couldn't get a reservation at any other restaurant. But it was excellent! The beach restaurant served breakfast but we did not find that out until our last day. The hotel's website shows it only open for lunch and dinner. The beach set up doesn't work. Instead of adjustable lounge chairs, the beach has flat sofa type beds. You need multiple pillows to sit upright. It makes the beach area look very messy as they are not all even on the sand. Some people might like the beds but I found them to be less than ideal. The worst part of the beach is that they don't have stationary umbrellas that stay up 24/7 like the other Mayakoba beaches. Many days of out trip the umbrellas could not be put up because of the wind so no shade was available on the beach. They do have some sun sails tied across palm trees but even if you are lucky enough to be under them, their design does not give decent shade. The beach side pool had the same beds but the umbrellas were able to be opened. The pool on the lagoon side is small and disappointing. All in all, it was an ok holiday at the Andaz. If I was travelling with a child again, I might consider it. It was also less expensive than the other Mayakoba hotels. But I would rather pay more for a much better experience elsewhere. I would give it 3.5 stars but since I can't do half stars, I will give it a 4.
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Nov 18, 2024Terrible food, great staff.
The staff here is incredible, and the rooms and beach lovely. I seriously cannot stress enough how great the staff is, which makes me feel really horrible to have to give this review. The food is absolutely disgusting. So bad. We have never skipped meals on vacation... it was so bad. Not andaz/hyatt quality at all. Horrific. Sad. Think awful airport food. the lounge food at the airport was actually much better, so much so that I cried multiple times embarrassed for having booked this holiday.
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Nov 17, 2024
Our happy place.
Easily one of the best destinations in all of Mexico. We will be regulars there for as long as we can be. The perfect blend of relaxation, nature, ambiance, weather, beauty, and activities. Once you are in Mayakoba you do not need to leave and especially once you visit Andaz you definitely do not need to or want to leave. Isa our butler/concierge was wonderful. Antonio and Jose from the beach service team are amazing. Raphael our driver was also wonderful. Everyone we encountered or dealt with throughout our stay was exceptional. Not a bad thing that we can think of about the resort, the staff, the food, the property. 10/10