Rosewood Mayakoba

We stayed at this resort for what was supposed to be a relaxing getaway, but unfortunately, our experience fell far short of expectations for a property of this caliber. The Beach/Seaweed Issue: Before booking, I specifically asked about the seaweed situation since we had stayed at Banyan Tree about five years prior and remembered it being an issue. I was assured that it was no longer a problem and that the water was crystal clear because they clear it out regularly. However, when we arrived, the seaweed was terrible and significantly impacted our beach experience. The seaweed made the whole beach and beach pool smell. When we brought this up to staff, we were told that the water was clear on the day I had originally called - which is completely irrelevant since we booked for two weeks later. This felt deceptive and like we were purposefully misled. Service and Food Quality: The overall service and food quality were disappointing compared to most Rosewood properties and almost all 5-star hotels we've stayed at. The standards simply didn't match what you'd expect from a luxury resort. The food itself was subpar at best - the breakfast wasn't great at all, and we tried to get a simple latte almost every time it was done wrong. The Italian restaurant was some of the worst Italian we've ever had anywhere. We were paying Michelin star prices for food thrown on a plate by someone who seemed to be learning a recipe for the first time. During our over week-long stay, we found ourselves consistently trying to hunt for staff when we wanted to get anything done or get any food or beverage, both at the pool and the beach. It became a running joke among our group because we knew we wouldn't be able to get any service. Lack of Service Recovery: What was most frustrating was the complete lack of effort to address our concerns during our stay. When we brought up these issues, we were essentially dismissed without any attempt to make things right. Not even a small gesture like complimentary breakfast was offered to acknowledge our disappointment - not even a sincere apology. We felt like our concerns weren't cared about whatsoever. The Few Positives: I should mention that Gerry, our butler, was great and attentive - he's the only reason this isn't a 1-star review. The housekeeping was also immaculate throughout our stay. Bottom Line: We won't be returning. For the price point and reputation, this resort should deliver a much better experience. There are many other luxury properties that actually care about their guests and deliver on their promises.

Simple beautiful

We’ve stayed at other resorts in the area before, most recently at the St Regis Kanai last year, so my comments / comparison will primarily be with that property. Our stay was for 4 nights from Jun 27-July 1. The Rosewood Mayakoba, being a Rosewood branded property, comes with the service you would expect. The service is much more personal, attentive, and genuine compared to St Regis. Every staff member were super friendly. Those whom we met addressed us by family name. The property, completed in 2007, is definitely showing its signs of aging. It is in desperate need for a refresh. Sure they are renovating the Punta Bonita pool, but everywhere else needs a refresh also imho. Our family of four stayed in a Deluxe Lagoon Suite, with a king bed and sofa bed. We checked in early but had originally booked a Lagoon Studio suite with 2 queens, but it wasn’t ready yet. The room does seem to have gotten a minor refresh though. Was well appointed. Bathroom was nice and the tub was big. Kids had a great time especially when they set up a surprise bubble bath. However, we did use the tub the first night and my son found a small shard of glass. I had thought it was just bath salt that wasn’t fully dissolved but it was glass. Good thing no one got cut. We also found the tiles peeling and found pieces of tile in the tub. We tried the kids club, but the kids had no interest. The hours seem limited (closing at 5pm) and the activities were not interesting. My kids liked other kids club we’ve been to (including the St Regis) alot more. Service is sometimes slow, but perhaps due to the size of property (everything is super far apart). Service was also lacking at Casa Del Lago pool. On our first day, it was not busy at all and we had to set up our own chair and had to walk to the bar to ask for a menu. Second day they had no chairs but we were lucky to have found 2 to share. We also overheard a lady get up to walk to the bar asking about status of her order as she said “it’s been more than half an hour”. However, we are glad they allowed families here (vs. Originally stated) because otherwise we would only have access to the Aqui mi Quedo pools which were no fun especially for the kids. Aqui mi Quedo pool needs an overhaul - super small pool(s), and the material is so rough that my daughter scratched /scrapped her toe badly. Not sure why it has to be that material… Beach is almost non-existent - not the resort’s fault but it’s quite sad. Everyday it’s completely overrun by sargassum seaweed. It also smells bad by the beach and beach pools because of it. They really try to clean it up but hauling away truckloads upon truckloads of seaweed everyday, but doesn’t help much tbh… We booked a Rosewood Elite rate which included breakfast. Was ok… nothing to write home about. Frankly the breakfast at St Regis was better. Much larger spread, and much better quality. I do recognize this is subjective. Nothing on the menus for the onsite restaurants really intereste

I went to a close family members wedding at Rosewood. I was traveling with close family members including a 4 year old child. The security was beyond ridiculous. Our names were given to the security guards and we mentioned the wedding, even with that, we were harassed over and over again, showing ID's and Passports. The nght of the wedding we had to walk half a mile to LEAVE the property because our transport was not allowed to enter. I would not recommend this hotel unless you mean to go there and stay inside most of your vacation. By the way the beach is awful, so much sargassum that the water is cloudy.

The Rosewood Mayakoba used to by my favorite hotel in the world but the service has majorly gone downhill. We came here with friends for my 40th birthday (our 4th visit) and it was a major let down. The staff used to be so friendly and would bend over backwards to help you in any way. That is not the case anymore. Rude and slow service at the pool where they used to be so friendly and fun. Rude and unaccommodating hostesses at the restaurants. The butlers used to check on you multiple times throughout the day to make sure everything was going great but that is not the case anymore. Lackluster all around, especially for the price you pay. The establishment seems to have gone downhill since the manager Daniel left. Very disappointing. The grounds are still beautiful but it’s just not worth the price with this level of service. Very disappointing.

Amazing resort and staff. Every room is a suite where you have a plunge pool and arrive by boat. There are bikes to use for your entire stay as the beach is a bit far but the bikes are so fun! They even have kids attachments for toddlers. The food was great at every restaurant. Kids ate free. The beach is so so. They had huge crews with dump trucks cleaning the beach for the entire day. We’ve stayed here twice :)