The 21 best pool spots in Playa del Carmen

The property is absolutely gorgeous but the star of the show is the service. Every single interaction with the staff was outstanding!!! Above and beyond all the way. Our pool villa was beautiful amd very well appointed. Both the beach club and the pool at the hotel were great. While not cheap, you are definitely getting what you pay for here. Wonderful stay!

Very happy with our stay. The accommodation was gorgeous and comfortable. The veranda oceanfront pool suite offered the level of privacy we wished for, with a private pool, private hot tub, an outdoor shower, a spacious indoor shower with steamer, a lot of space to lounge, the finishes are luxurious yet cozy, everything we would require for our stay was available. A one minute walk to the beach club, a quick bike ride or cart ride to the lobby. The service was exceptional, with each and every staff offering a perfect level of professionalism, attention to details and friendliness. We had our little dog with us and his comfort being our priority(without interfering with any other guests of course) we wanted him to feel welcomed and again the staff went above and beyond to make sure he was comfortable. Dog bed and dishes in the room, providing water bowl in shared spaces, being patient with him, etc. For the food, we were offered lovely vegan options, with a variety of food available at breakfast, and the restaurants(we tried Thai and Mexican). The chef(Rodrigo if I remember correctly) visited us at our table to go through dietary restrictions and ask what we would like. This is an expensive resort experience and my expectation is that they can deliver, and they did. We also appreciated the extra security, feeling safe physically and for our valuable items is obviously of utmost importance. Final thought, we were pleasantly surprised with the presence of animals around the resort, the coatis being a highlight of my trip!

Good experience overall but had two issues: (1) The villa we stayed in smelled like mold, with clearly visible mold in the bathrooms. (2) We didn’t receive a WhatsApp text connecting us with the hotel concierge, who normally helps with booking reservations, until day 3 of our stay. We spent the first two days calling back and forth with the desk which is much less convenient than the WhatsApp where they’ll also send you PDFs with information on activities that are available during the stay. I think next time we’ll consider other options, but we still had a good experience overall hence the 4-star rating.

We stayed in a 2 bed villa at Banyan Tree - it’s by far one of my favourite resorts for families in the area. Everyone was so kind especially to our 4 year old. Lots of activities and the bikes on property make it super easy to get around. All the restaurants not only accommodated but went above and beyond in providing options for my sons allergies (dairy gluten and soy) - he wasn’t stuck eating boring things ever! Will definitely stay at Banyan Tree again - thank you!

We had our wedding at this resort and were very disappointed with several aspects of the experience. First, we were explicitly told that ours would be the only wedding taking place that weekend. However, after arriving, we discovered that another couple was also getting married at the same time. Because of this, we were unexpectedly told that we had to pay extra for certain services due to “limited availability” caused by the other wedding. Second, when reviewing the invoices, we noticed that some meals were double-charged—both to us and to a few of our guests. Lastly, our signed contract clearly stated that we would receive a resort credit usable at any Banyan Tree property. It has now been about eight months since our wedding, and we are still waiting to receive the credit, which is about to expire since it is valid for only one year from the date of issue. Despite multiple follow-ups, including numerous emails to administrative team, we have not received any response for the past three months. Overall, our experience was extremely frustrating and far below the standard we expected from this brand. We strongly recommend that future couples clarify all details in writing before booking their wedding here. Although we had significant issues with the administrative team, the resort staff themselves were excellent and provided the level of service expected at a property of this caliber.

Amazing place, normally we go to all inclusive resorts and knew this one was not. It is expensive, and worth it! Can't wait to return!! Food was fantastic, some of the best we've had, service was on point! Room was clean with the best view!

I had an amazing stay that was fully tailored to guest satisfaction and 100% enjoyment. The grounds are immaculate and you can see the attention to detail and care that’s put into every aspect of the company. I thoroughly enjoyed my stay and I look forward to returning. The private villa was exceptional I was in the serenity with living room villa and thoroughly enjoyed the space. The villa is perfect for a luxurious experience. Although you can see the age in some aspects it’s nothing that takes away from the experience. The current renovations to other villas was not a deterrent and I am excited to see the finished product. Stand out service from Ignacio from lagoon tour and golf carts Ricardo at sands very attentive and pleasant Marco at chello, although we had an issue with my food I was blown away by his dedication, compassion and commitment to deliver an optimal experience. He is a fantastic server and I would love to dine with him again. Rene and seide at the front desk. The warm greeting from check in, making sure I understood all the values that came with staying at Banyan Tree. The throughout the day check ins by Siedee were exceptional. She wanted me to have a great time just as much as I did. Many Thanks to Mauna at the spa! What an epic experience! Don’t skip the SPA!!! Daniel at The beach club is incredibly friendly and attentive. Laura and Vivian at sands are professional and kind. I watched them show grace to a guest that was nothing short of rude. Their character in handling the situation was impressive and they did not miss a beat with helping the guest even though the guest was being entitled and rude to them. That’s grace in action with these two. Jesus “chocho” golf cart driver and took us to saffron via boat at his suggestion and made our night even that more better! Such a kind gentleman! Guadalupe and Raphael at safron were the best service I have ever encountered. Attention to detail. There was nothing missing or not at the highest service at all times during this dining experience. Frida was our host at Safron and her warm welcome kicked off the evening. Marisol super sweet. Oscar is a big guy and gentle giant, very helpful with our dining experience at breakfast. Roger golf cart driver that was great at conversation took us on a mini “safari” trip back to our villa. It was amazing! Gena was attentive and wasn’t even or host but she constantly checked in and helped out when needed. I miss her smile and warmth already. Manuel at front desk helped at check out and ended our experience on a high note just as it began. Moisis at golf cart such a friendly and kind gentleman. Dedicated to the brand and amazing service. Lastly Karen R made sure to check in with us on our way out to make sure that things were splendid and had turned around from the mishap at dinner. I’m very thankful for such a wonderful, thoughtful and unique experience! Banyan never disappoints!

Disappointing Experience – Held at Security & Poorly Maintained Property My wife and I travel frequently and love Mexico—the country and the people are amazing. I rarely leave negative reviews, but after this experience, I feel I need to warn others about this resort. We had just finished a week at a Secrets resort and decided to spend one night at Mahekal, a place I’ve always wanted to try. I booked the day before through Capital One Travel—$350 for an ocean view room (not all-inclusive). I even called ahead to confirm we could arrive early and enjoy the facilities, and they assured me a room would be ready since the property wasn’t busy. Check-In & First Impressions We arrived at 10:00am, but the resort had no record of our reservation. I had to email them proof and wait 30 minutes in the lobby. My wife wasn’t even allowed to walk the property during this time. Eventually, we received wristbands, but no map, no orientation—nothing. We explored on our own: • One pool had broken tiles and ants floating in the water. • Another pool bar didn’t open until after 11:30am. • The other pool looked dirty and uninviting. Service was minimal. Eventually, one kind waiter helped us order a pizza and a beer and told us our room would be #13. When I asked at the desk if it was ready, I was told no. We watched that room for hours—no one went in or out. Finally, at 3:00pm (not the 2:00pm promised), we were allowed inside. The room was “cute” in a rustic way but disappointing for the price: concrete floors, no TV, dead bugs, humid, and the “ocean view” was questionable. Checkout Incident – The Worst Part The next morning, I checked out at 9:20am, paid my bill, and requested a bellman for 10:45. By 11:00 no one came, so I decided to carry our own bags. When we tried to leave with our car, security physically stopped us and refused to let us exit—even after I explained I had checked out. My wife was forced to sit outside in the car while I argued. Security radioed someone but still blocked me. Finally, I had to walk back to the front desk, track down the woman who checked us out, and bring her back to personally tell security to let us go. I have never in my life been prevented from leaving a hotel like that—it felt like being held hostage. Final Thoughts I wanted to love this resort. The location has so much potential, but the property is run down, service is indifferent, and the security incident was unacceptable. In Playa del Carmen, there are so many excellent options—this simply isn’t one of them. Recommendation: Skip Mahekal and stay elsewhere.

What an ABSOLUTE GEM of a place! We are so happy we chose Mahekal as our hotel to our first trip to Mexico. The resort is nestled in the jungle with its own private beach area, and with this brings amazing animals and wildlife during your stay, and tranquility and a natural vibe. The pools always had plenty of sun lounger free, as well as the beach so we were spoilt for choice over the 15 days. The rooms were stunning, we had a palapa jungle garden room and just loved the authentic feel it had- air con was also really good. Food at Fuego was exceptional. Truly a Michelin star type restaurant!!! Breakfast at Olas was also really good, cooked and continental- we just wished they served bacon and sausages. The staff were incredibly welcoming, friendly and sweet at the resort, they treated you like royalty. Huge shout out to our concierge Daniel, he made sure we had everything we needed during our stay and even organised room service food like pizza, pasta, desserts and drinks when we were too tired to dine at the restaurants. Shout out to all the staff at Olas for breakfast, Fuego for lunch and dinner, our cleaner Mary for doing such a wonderful job everyday. 5th Avenue is right on the doorstep which adds a bonus, and means you aren’t stuck in the middle of nowhere like other resorts and you can explore the real Mexican streets and markets etc. we booked excursions through the hotel (swimming with whale sharks, turtles, tulum ruins, cenote, Xplor park, chicken itza) and the lady at the desk was super informative and helpful. The resort is like home for us and we will be returning very soon! Thanks to our Mahekal family for the best first holiday to Mexico!!!

We bought the day-pass for the beach and pool access. Did not disappoint and had a wonderful time. There is a food and beverage credit applied to your account when you purchase the pass, so it essentially pays for itself. The service was awesome, and my server continuously updated me on the status of my account spending, making sure I wasn't exceeding the limit, before being charged. The pool area was very well maintained. Highly recommend this site if you are looking for private beach access to spend the days. Enjoy!

The room we stayed in had a very bad smell, that persisted the entire trip. It smelled like flood water that was not able to dry out. Also, there were some small animals (gecko) inside as we found little pieces of poop, everyday on the bed. The rooms are not sound proofed so you get to spend your nights hearing all the noise from outside, especially the clubs music until 6 am, as if they are right in your room. The food is less than decent. The breakfast was ok, but dinner was bad. The shrimp cocktail is actually shrimp and ketchup, and the beef yakisoba si so full of grease and soy sauce that you feel you are eating a soup. Even though it presents itself as a 5 star resort, it barely makes it to 3 stars for me. The only positiveg is the staff who are extremely helpfull and nice. It did not live up to our expectations and will probably not stay here again.

Beautiful resort with stunning grounds, great beach access, and friendly staff. Most team members were wonderful — especially Edgar from activities who made our days by the pool a lot of fun. Unfortunately, front desk service fell well short of five-star expectations. We had multiple room issues (including a bat in our room and later stained sheets), and management seemed unable or unauthorized to resolve them properly. While the property and most staff are fantastic, the lack of empowered guest service left us disappointed. With better management training, this could easily be a top-tier experience.

We stayed for a week in one of the beach front bungalows with an all inclusive package. The staff and food were fantastic and cocktails were great also. There are multiple pools in the resort to use and the hotel grounds are very clean and well maintained. The only downside was the smell from the seaweed and the public beach was a bit noisy at night, sometimes till 2 am.

We came to Mahekal Beach resort for to celebrate our 18th anniversary. Our experience has been absolutely wonderful! The staff are so kind And also extremely helpful. Our room is comfortable and clean. I am a complete germaphobe… And I have been very comfortable at the entire time. The windows are secure and do not let in mosquitoes, etc. Our room is back away from the beach… So we do not have an ocean view… But the view is very pleasant and enjoyable. We have two hammocks out on our porch. The food is so delicious! Especially at restaurant Fuego. We eat out a lot, we love salmon… The salmon we had we both independently thought was the best we had ever had! The staff provides fun activities. I participated in the bracelet making with Laura, Kayla, Edgar and Valeria. They were so kind and friendly. Mary takes care of our room and does a wonderful job. Every time we come, there is a different design on our bed. So fun! We have had a wonderful time. We are planning to bring our daughters back next year.

I was extremely satisfied with our short vacation. We love all the restaurants and the food was great. I loved your buffet and the selections of foods and dessert was unbelievable. We had so many great staff , Angelo who worked on the pool staff was so helpful he went above his service to help us. He was very considerate of my daughter in law who had a long serious bout with cancer. My room was always immaculate. Thanks to all your staff.

We had a wonderful family vacation and we're so sorry it's over. Angelo, the pool concierge, went above and beyond to make our stay comfortable and enjoyable. Most of the other staff was also very helpful and welcoming. Dinner reservations were easy to make, and the food was delicious, except at Capella, which was inedible. We will skip that one next time, and there will be a next time!

We loved our stay here. The staff is truly amazing and they accommodated reach and every one of our requests. Eduardo, our family concierge was very welcoming and helped us with all our reservations. He even sent a surprise to our room for my husband’s birthday! Teresita at the family concierge pool was great- she helped us each morning in getting our cabana set up for the day. Ignacio at the lunch box is a gem- he remembered our coffee order each morning and had it ready for us as soon as we were seated. I will be recommending this resort to my family and friends and may even come back in the future!

Paradise Found at Paradisus La Perla From the moment we arrived at Paradisus La Perla, we felt looked after in every possible way. The resort is beautiful—immaculate grounds, stylish rooms, and fantastic dining—but what truly set our stay apart was the incredible service. A special shout-out to Ismael, who was beyond amazing. He was consistently attentive, warm, and genuinely eager to make our experience perfect. Whether it was remembering our preferences, checking in at just the right moments, or offering thoughtful suggestions, Ismael elevated every day of our trip. He’s the kind of person who turns a great vacation into an unforgettable one. We also want to recognize Cynthia Delgado, our concierge, who was absolutely phenomenal. Cynthia was proactive, organized, and unbelievably helpful—handling dinner reservations, activities, and last-minute requests with ease and a smile. Thanks to her, everything felt effortless and personalized from start to finish. Between the serene pools, delicious restaurants, and spotless facilities, Paradisus La Perla is already a 10/10. Add the standout service from Ismael and the exceptional care from concierge Cynthia Delgado, and it becomes a resort we can’t wait to return to. Highly, highly recommend! 🌟🌟🌟🌟🌟

I am currently staying at Paradisus, and while the resort itself is absolutely beautiful, my experience with the Kids Club has been very disappointing. I was informed to bring my 8-year-old daughter 10–15 minutes before check-in time if the children would be leaving for another activity or location on the resort. We arrived early, around 5:50 PM (check-in was at 6:00 PM), but I was told that she could not enter because they were only accepting children participating in the show. Her cousins, who were right in front of us, were allowed in, but my daughter was turned away. She was heartbroken and spent the evening in our room crying, not understanding why she couldn’t return to a place she had enjoyed earlier that day. She had been there all day and only needed to leave because the staff were taking their scheduled break from 5:00 to 6:00 PM. When I asked when she could return, I was told 9:30 PM — which is causing me to miss my 9:00 PM dinner reservation. There also appears to be inconsistency in the check-in process. When I registered my daughter, I was not asked to present her passport, yet another family member was told her child could not attend without showing one. Additionally, the Kids Club is only available for children up to age 10, leaving limited activities for older kids, which can be challenging for families traveling with children of different ages. Overall, while the resort grounds, rooms, and amenities are stunning, the lack of organization and consistency within the Kids Club was disappointing. For a family-friendly resort, I expected a smoother and more accommodating experience for children. Unfortunately, based on this, I would hesitate to return or recommend Paradisus to other families.

⭐️⭐️⭐️⭐️⭐️ I came to this resort to celebrate a family wedding, and I can confidently say it’s one of the best all-inclusive resorts I’ve visited—and I’ve been to over 10! Every detail here is so thoughtfully curated. The Nespresso exclusivity is a touch that really adds to the experience, and the staff are genuinely happy and proud to serve, which creates such a welcoming atmosphere. The amenities are top-notch, and there’s truly something for everyone…whether you’re looking to relax, explore, or get active, you’ll never run out of things to do. I especially want to give a huge thank you to Elena, the yoga instructor. She’s absolutely fantastic—knowledgeable, professional, and so attentive. Her class not only elevated my stay but also helped relieve some back pain I’d been dealing with. Highly recommend joining one of her sessions! And I have to mention the cuisine—it’s exceptional. You can tell the resort takes its food seriously. Every meal was beautifully presented, fresh, and bursting with flavor. From breakfast to late-night dining, the quality and variety are outstanding, and it’s clear the chefs are passionate about what they do. Overall, this resort exceeded every expectation. Perfect for families, couples, or anyone looking for a luxurious and memorable getaway.

Awesome stay at a beautiful resort. All the employees were very nice and willing to make your experience awesome. Our concierge Cynthia was a very nice lady, she was very knowledgeable and was attentive to our needs. Ismael & Sandy at the buffet Hadar gave us a five-star service everyday for breakfast they had all of our favorites already lined up and waiting for us to enjoy. The resort is exceptionally clean. All the employees at the resort are very kind and friendly.

The room was amazing: large, with a balcony with great views, and a jacuzzi. The food was perfect and consisted of a great variety of authentic Mexican food for breakfast, lunch, and dinner. There are several Xcaret parks nearby with free transportation, including a water park/zoo and a park with optical illusions. Staff was friendly and helpful overall, although I did have one poor experience our first day when 3 different staff members at the breakfast buffet ignored me when I tried to order in Spanish and I had to involve a manager to get my eggs and crepe. The only downside was the very slow and inefficient check-in and check-out process. There is no option to simply drop your keys in a box or leave them in your room when checking out. We had to wait in line for 30 minutes and missed our original bus to the airport because of this. Fortunately, there were no lines at the airport, otherwise we would have missed our flight. There were several staff members with iPads available, but none of them were allowed to help speed up check-out it seems.

This hotel is absolutely incredible! We stayed here for our honeymoon in 2024 and on check out they offered us a fifty percent off stay to return. Obviously I agreed, it was during check out and I wasn’t going to miss such a good deal to experience this beautiful hotel again. I will put it on myself that I should have read a little more into it. Upon return they insisted that we attend a presentation…I asked if it would be okay that we skipped and they insisted that we attended stating it was in the terms and conditions. Okay…fine…a bit annoying since I planned my itinerary, but also on me for not catching that in the terms and conditions. They tell me the presentation will be 90 to 120 minutes tops. I agree to attend since I did sign for it. Flash forward to 3.5 hours later…4 different representatives trying to negotiate with me to become a member and me begging to just get back to enjoying the last day of my trip because I wasn’t interested and met with so much passiveness. I get it. I was suckered back into returning and looking back obviously it came with a price. But keep your pitch to the time frame you agree to and don’t bully me into something. I held up my end of the deal and I heard them out and at the end of it I realized it wasn’t it for me. It felt like I was being pressured to “not leave the lot without a car” on my vacation. This is literally my only gripe with the place, other than that is it absolutely perfect. The food is phenomenal, the views are breathtaking and the parks are amazing. It’s a great place but just beware when you leave the first time they will try and suck you back in. I do one big trip a year so for me it’s worth it to just save and pay for that vs pay the equivalent to a car payment for their membership for confusing benefits.

Honest Reviews I would describe the resort as a paradise oasis. There's no doubt it's one of the most beautiful resorts I've stayed at. Unfortunately the staff, food, service or room did not compare to my previous stay at Xcaret Mexico. The staff is really nice when you arrive but after that forget about any special treatment or any attention to any of your needs or concerns. I don't understand how the staff at Xcaret Mexico could be 5 star being a sister resort and Xcaret Arte be a less than mediocre. The food was average to less than average. The cleanliness was lacking and had to be addressed. The toilet continuing to run after several attempts by there staff to fix it. Why couldn't the fridge be filled without having to ask? I tipped the cleaning lady daily and all the staff at meals and bars. Unfortunately not one of them deserved it. We'll except the bartender/disc jockey at the pool and the waitress at the pool. I think they made out like bandits. Arte is adults only but I now know as much as I love the resort, I know now NOT to stay at Arte and instead, go to Xcaret Mexico if I decide to visit again. The worst part of the experience is the management does not care about your complaints or concerns even though they can see i had previously stayed at Xcaret Mexico for a few weeks. They could have pretended to care and offered some sort of resolution but they ignored me and instead tried to sell me another stay. I did advise them that I would have to leave a negative review. But they didn't care obviously they already had my money but hopefully you won't make the same mistake. The resort is beautiful. But stay at Xcaret Mexico EVERYTHING is better, food, staff, rooms, restaurants, cleanliness and no problems at all during my stay. Arte staff is ungrateful and unwilling to assist or accommodate. Do Not make the same mistake I made. Stay at Xcaret Mexico or somewhere else.

Our group of 23 ladies spent over five months planning a stay at Hotel Xcaret Arte, expecting a smooth and memorable experience. Unfortunately, what we encountered was disorganized service, poor communication, and constant disappointments. From the start, transportation was a mess. Despite providing arrival details well in advance, we waited over an hour for the shuttle after already waiting 45 minutes for luggage. The same lack of organization carried through the rest of our trip. Dining was especially frustrating. At Chino Poblano, our group was split at different tables, and the pre-set menu offered only beef and pork, something I specifically requested to change months earlier to chicken and fish for our group. At Asian Teppanyaki, the waitress asked us to leave before we were even served dessert. At Encanta, our entire group was seated outside in 90 degree heat while the air conditioned indoor section remained mostly empty. Basic customer service was consistently missing. Cafe staff ignored guests until you stare them down. Park transportation showed favoritism, asking us to wait aside while other large groups boarded first (despite us arriving earlier). At checkout, the front desk did not offer a single thank you, despite each of us paying close to $3,000. To make matters worse, the associate I had coordinated with for months, Ariadna, blocked me rather than addressing any of our concerns. The property itself is beautiful, but the service and management are terrible. Staff were untrained, unhelpful, and dismissive. Requests were ignored or endlessly delayed. For the price, we expected professionalism, respect, and courtesy and instead left feeling unwelcome. Until Hotel Xcaret Arte invests in better leadership, staff training, and genuine guest care, I cannot recommend this resort. Choose a place that values your time, your comfort, and your business because here, we were made to feel like none of it mattered.

⭐️⭐️⭐️⭐️ A True Bucket List Resort — Excaret, Playa del Carmen 🇲🇽 We just spent a week at Excaret Resort in Playa del Carmen, and it was honestly one of the most beautiful places we’ve ever stayed 🌴✨ — and we’ve traveled quite a bit! I rarely go back to the same destination twice, but this one is a must-return experience. 💯 🍽️ The food was absolutely incredible — every restaurant had its own unique flavor, world-class presentation, and Michelin-star-worthy dishes 👨‍🍳. The mixologists were on another level 🍸 — no two drinks were ever the same, each one crafted with creativity and flair. 🤍 The staff were some of the friendliest people I’ve ever met — so kind, welcoming, and over-accommodating. Every few feet, someone greeted us with a warm “Buenos días” or “Buenas tardes.” It made the entire resort feel alive with joy and gratitude 🌞🌺. 🏖️ The natural beauty of this place is breathtaking — crystal-clear rivers you can swim or kayak through 🚣‍♀️, endless white-sand beaches, and lush jungle all around 🌿. The hydrotherapy spa on our last day was pure heaven 💦 — water so clear it looked invisible! 🏝️ Six different rooftop decks, each with infinity pools, incredible meals, and signature drinks — every view felt like a postcard 📸☀️. And for the adventurers — six amazing parks included 🎢: underwater caves, zip-lining through the trees 🌳, and even a yacht ride across to Cozumel for the day ⛴️. This trip checked off so many things on my bucket list ✅. Bravo, Excaret… truly BRAVO! 👏🌅💫

The resort is amazing. Its beautiful. Its huge. Navigating around the resort has been a challenge since I dont speak Spanish but the staff is super friendly and helpful. It haven't seen everything but what I have screams luxury! It's safe and lots to do.

Arrived here and the AC did not work since we got here. The first two nights we put up with it. Third night we requested repair. Sat around for over six hours with repairs with multiple management service safe and etc. to nova. Customer service concierge and management did not care at all. They pretended to but at the end of the day They just pass the buck to somebody else. They did not care whatsoever and they would say wait 30 minutes and if no one shows up contact us. When you go to contact them, no one is available. The agents have left the building. Their shift is over. I’m currently on hold by dialing zero to reach customer service for over an hour now. I went to the front desk and they blew me off. Stash when I requested for management‘s name for the following day to address the situation they had no clue who would be the manager for the following day. I stated don’t you have a schedule for employees And I was told no we don’t we have no clue. I was told after 6 hours by the technician that a relay was bad or the thermostat is bad. He did not replace either. He simply pulled back some wires and shove them into the existing components. It did not fix nor resolve any of the issues. We have stayed here multiple times and love the place. This is the worst experience we’ve ever had here. We have spent more money on the excursions, etc., than the trip with flight and hotel state combined. This is a disgrace and a slap in the face. Thank you for ruining my birthday outing with family and friends. Management should reach out to me directly to rectify the situation since your management on The facility cannot act like adults in handle the situation accordingly. We like the property we don’t mind spending the overpriced fees to stay here as it is very convenient and we do like the properties overall. Our family has been coming here for many years and we hope to continue this however, if the service level is now What it seems to be no one and I mean no one should spend their money to come here. Once again, I’m still waiting for the operator to answer and we are now at One hour and 15 minutes of the phone just ringing. Is this really how you leave your property after not fixing necessary repair correctly? At the very least I would say it’s extremely unprofessional. And probably a little hazardous if not deadly.

An Unforgettable Stay at the Fairmont — A True Sanctuary of Luxury and Care From the moment we arrived, our experience at the Fairmont Spa and Resort was nothing short of exceptional. Every detail — from the serene ambiance to the impeccable service — reflected a deep commitment to creating a world-class wellness experience. The SPA was absolutely divine. The therapists were highly skilled, intuitive, and genuinely caring, making each treatment feel both restorative and luxurious. The facilities were spotless, thoughtfully designed, and infused with a sense of calm that made it easy to completely unwind. Every scent, sound, and texture was curated to perfection — a true sanctuary for the body and soul. The resort itself was breathtaking. The setting felt both elegant and natural, seamlessly blending comfort with a sense of connection to the surrounding landscape. The rooms were beautifully appointed, the dining experiences were exquisite, and every member of the staff went above and beyond to make our stay feel personal and special. Whether for a weekend escape, a wellness retreat, or simply to reconnect with yourself in a place of beauty and grace, the Fairmont is a destination that exceeds every expectation. I left feeling renewed, inspired, and deeply grateful for the experience. Simply put: perfection in every sense.

We just got back from 6 nights at the Fairmont with our family of five, and it was an absolutely fantastic trip. The service started before we even got there, with our butlers, Agustin and Vanessa, reaching out to help get everything arranged. ​We had a connected room (one king and two queens), which was the ideal setup for a family our size. The property itself is beautiful, with great restaurants and pristine, well-kept beaches. We mostly biked around the resort, which we preferred over waiting for the karts—it just made getting around feel much more seamless. ​We loved the food at Tauro, Hix, and Brisas, and the breakfast at La Laguna was always a great start to the day. While the beachside waiters were very attentive, the real standout was the butler service. We were constantly in touch with Agustin and Vanessa on WhatsApp, and they handled everything for us—booking excursions, making reservations, scheduling activities, arranging pickups, and so much more. ​It’s the overall quality, the privacy, and the level of service (the kind we’re used to getting in Asia) that really set this place apart. Sure, the food in a few spots could have been a little better, but that was a tiny trade-off for a place where you can genuinely relax and put all your worries away. We'd go back in a heartbeat.

We got married at the wonderful Fairmont Mayakoba, and had a wonderful time! We were originally supposed to get married at Andaz Mayakoba, but our contract was shifted to Fairmont due to renovations at Andaz about a year before the wedding. Since then, we have worked very closely with Jaime Alarcon, the events service manager, and he has done a great job on our big fat Indian wedding! He worked well with our wedding planners, answered all of our emails, and accommodated as much as he could for us even with the transition from Andaz. The wedding weekend went extremely smoothly, with little to no hiccups, and it was clear the Fairmont team went above and beyond to serve us that weekend. Special shoutout to our butlers, Agustin, Fernanda, Javier and Vanessa who also went above and beyond to accommodate us through the entire week. They were such a help to everything going smoothly and I don't think the wedding would've been as seamless without them. I have to also applaud Erik, the group reservation coordinator, who worked with us to make sure all 200 of our guests had all their room needs met (such as some special requests), and answered all of our emails on reservations. I would highly recommend the Fairmont for a wedding; us and all of our guests had such a wonderful time, and I'm so glad we got the chance to work with this team, by pure luck! The resort is also phenomenal, and very different from other resorts in Cancun. We stayed at Heritage, and it was an awesome experience to have a whole villa to ourselves just walking distance from the main resort. Well worth the price, we would definitely do this again!

Our stay at the Fairmont Mayakoba was nothing short of perfection defined. From the moment we arrived, we were enveloped in warm hospitality and effortless luxury. The butler service was exceptional, anticipating every need before we even voiced it, from morning cappuccinos to sunset champagne by our private pool. Our one bedroom beachfront villa was pure paradise. Elegant, spacious, and serene, it opened directly onto the most pristine stretch of beach in the entire Riviera Maya. The turquoise water and soft white sand felt like stepping into a dream. Every detail, from the plush bedding to the private plunge pool overlooking the ocean, was crafted for total indulgence. The culinary experience was beyond extraordinary. Every meal, whether beachside, by the lagoon, or in the signature restaurants, was a celebration of flavor and creativity. The seafood was exquisite, the presentation stunning, and the service seamless. Each dish reflected the resort’s world class commitment to excellence. The Willow Stream Spa deserves its own standing ovation. The Knesko treatments were heavenly, transformative, rejuvenating, and luxuriously indulgent. The serene atmosphere, expert therapists, and energy balancing rituals created a state of complete bliss. The Fairmont Mayakoba is the definition of sophisticated coastal luxury, a sanctuary where every moment feels curated, personal, and unforgettable. It is not just a resort, it is an experience of pure perfection. We cannot wait to return to this Riviera Maya masterpiece.

Way way way above expectations! This wonderful resort is absolutely top notch! I feel so grateful to have found my way here. There are 10+ restaurants on the 600 acre resort property. We opted for the all inclusive. Yes its pricey. But for the quality of food, the top shelf drinks, the absolutely impeccable service, looking at you Felipe and Adlani, well its money very well spent on a vacation that is just unforgettable. The many pools are all unique and well planned to allow alot of private nooks for couples or small or larger groups. So many activities are included. So much flora and fauna, there were coati wandering around throughout the property as well as raccoons and large iguanas here and there. They have 3 cenotes and a butterfly sanctuary. Bikes everywhere to ride around the large facility and many friendly cart drivers offering rides if needed. Our Casita was closer to the main lobby and spa but there are beach Casita as well. We do not vacation alot but we are already planning next year's trip!

We had a very enjoyable stay. The living quarters and landscaping are well designed and maintained, almost extravagant. There are a variety of very good dining choices and recreation options on the resort. Transportation between the various resort facilities is provided by the resort. I think what I found to be the most impressive was the very friendly, pleasant and helpful staff throughout the resort. This included the wait staff at the restaurants, the bell boys who helped with our luggage, the golf cart drivers who provided the transportation, the concierge and front desk staff, and the maintenance staff.

Fairmont Mayakoba is amazing resort. This is one of the amazing places where everyone clearly demonstrates excellence in hospitality. Right from when you check in to leaving on the check out day after a drink/food at Hicks, this place is amazing. I want to give a special shout out to some people I interacted that made our stay more memorable. Citaly at the Concierge desk who helped book our table reservation, other packages etc. She took time to explain the options and what will work for us listening to our needs. Isela from Room Service who made our room everyday. I have never seen some one who can organize the room so well even when we had so much dress and shoes lying around. Finally, Iker who was our guide during boat ride. Definitely, a special shout out to the person from Room Service who understood a special requirement and took care of it. If yo are in Cancun, and want to stay at an amazing place then you should think of Mayakoba only.

I’m local so I don’t know about the rooms. The service is quite friendly. The spa could be busy at times but convenient, especially the steam room. The roof top has an amazing view and I do love the daily yoga classes. However, I’d say if you are looking for a relaxing and quiet vacation, this is not for you - the hotel is known for partiers. There are often theme parties on the rooftop and gets quite roudy. The location is very central in the tourist area so you are steps away from everything but also noisy. Just keep that in mind.

The Reef 28 is an awesome place to stay at and would do it again. The location is basically the north end of 5th ave (the main street) and the service is awesome (very friendly and helpful staff). The rooms were nice and cozy with our only complaint being that the shower door wouldn’t fully close so the water would pool outside of the shower. This was an easy fix, just being a slight inconvenience in an otherwise spectacular stay. Also, breakfast was so GREAT AND WORTH IT! Delicious and so many options.

Freddy at the Rooftop pool bar was absolutely amazing! He was very attentive and knowledgeable on suggestions for great food and eats. He assisted us each day of our trip, remembering us by name and or favorite drink orders. Roxanne at the lobby bar was as equally amazing. She was super friendly and her beautiful smile was always welcoming each time we entered or left the hotel. These 2 are true assets to this establishment and are the role models for great service!

We booked a room with partial view to the ocean and we couldn't see a thing. People in the lobby and roof top were amazing. Concierge guidance was acceptable but the WhatsApp follow up is hectic, it's sending you message and calls you every day. However, our real complain were the service in the restaurantes. Despite food was good, the booking system (with papers and not within a computer) is a mess. Twice they loose our booking and he had to wait till the next slot available. Also, the service in the restaurants is really slow. Finally, the main restaurant is in the ground floor, so that from 7am till 11am you can listen all the noices in your room and you can't wake up late. Also, we paid for a private beach which included transport. The transport was late, the car was not comfortable and we had a long drive by waiting other people from other hotels. We had to turn back to the resort on our way to the beach because the transport was very bad organised. Be prepared to have to pay for drinks and food, even though you bought an all inclusive package. Numerous products are not included and a massage says: this is not included in all inclusive.

Our first time in the area and it was a nice hotel. Rooms were nice and the food was pretty good. We only paid an extra $65.00 for all inclusive so totally worth it. We were really close to 5th avenue where there were plenty of shopping and food options if you didn’t want to eat at the hotel. I would give this place 5 stars if it wasn’t for our experience at their sister location coco beach. Whatever you do, DO NOT accept the invite to go there. The “presentation” is just a timeshare gimmick and they will waste your time and day trying to sell you it. They will try to bribe you with “gifts” such as free massage and stuff to get you to go and say it’s just a “promotional” thing to get you to come back and invite friends and family. When we arrived there, we even told our person giving the “presentation” in the beginning we wouldn’t be interested and she still went through the whole thing which is over an hour long. The worst part is if you still decline at the end they treat you like you offended them in some way. Suddenly the smiles and welcoming attitude disappear as soon as they realize they aren’t getting that sale. One of there “managers” even got snippy with me even when I politely refused. So if they mention sister property and/or coco beach DO NOT GO but everything else was fine.

Leandro and team at the roof top bar/ pool/ snack bar have really taken care of our group. My friend has had a great time for her 50th birthday. It’s hard to accommodate 12 girls and keep everyone happy, well done team! Would defiantly recommend.

If I could give this place less stars, I would. I hated my entire stay here. The staff are non chalant, and just don't care. They make their exclusive part so confusing that you don't know what's apart of the exclusive and what's not causing you to rack up charges. Nickle and dime over everything. Multiple times I've recieved cold food. For an example they have quesadillas made to order station and they don't even bother to melt the cheese. It's not appetizing to bite into a cold quesadilla which I have now done everyday. There is no noise control so it's constantly loud. The lobby is so heavily frangranced its off putting. And the wifi is absolutely useless. Don't advertising as a "play and work" environment if the wifi sucks. The toilet in my room has not been consistent in flushing this entire stay and the air conditioner sucks. Room constantly feels stuffy and hot. DO NOT STAY HERE ITS OVER PRICED FOR NO EXTRA VAULE. EDIT: The hospitallty manager consistently is giving us the run around on a refund. We decided to stay at another resort because of how absolutely terrible the service, and accomodations were here. So to have the audacity to post this fake response when we have went to see you about a refund several times just shows there is no stock in your words. Want to make it better? Give us a refund for the days we didn't stay there. Especially since you falsely advertise your accodations to be "all inclusive" and "work and play". I shouldn't be in a hotel stay 7 months pregnant having to fix my own toilet so it will flush!

This place is truly a slice of paradise. From the moment you arrive, the natural atmosphere immediately draws you in, making you feel completely immersed in the beauty around you. The staff was incredibly attentive and thoughtful, ensuring every detail was handled with care. They went above and beyond to recognize our 15-year anniversary, making our stay unforgettable. Breakfast at the Coral Reef Restaurant was exceptional — delicious food paired with a stunning beach view and outstanding service. Our suite was spacious, private, and so comfortable that we hardly wanted to leave. If you’re looking for a peaceful, romantic getaway surrounded by nature and excellent hospitality, this is the perfect destination. We’ll definitely be back soon!

After staying at the Rosewood Mayakoba, Banyan Tree, and a few other Mayakoba properties, my expectations for service in Riviera Maya are pretty high. I wanted to try something different for my birthday trip, but this one just didn’t quite hit the mark. The service wasn’t bad, but it also wasn’t great. From the moment I arrived, no one went out of their way to make me feel welcome or celebrated. Maybe it’s me, but the energy at the resort just felt off. Everyone did their jobs, but it didn’t feel like anyone enjoyed doing them. It’s been a few years since I’ve been to Riviera Maya, so maybe the culture has shifted, but it definitely felt different. That said, I don’t have any major complaints. The property itself is beautiful, the room was spacious and comfortable, and I appreciated the upgrade. The outdoor shower was fantastic, and the food was delicious, even though the food and beverage prices were on the higher side. My only minor issue was that the plunge pool never really got warm. Overall, it’s a stunning resort with great potential, but for me, it lacked that special feeling of warmth and genuine hospitality that I’ve come to associate with the region.

The Viceroy Riviera Maya is truly exceptional! We absolutely love this resort. The rooms are beautiful, the grounds are so well kept, and the service is amazing. You are totally immersed in nature and serenity while on the grounds. Juan and Jose are so helpful at the pool with ensuring you have anything you need from cold water, towels, umbrella, etc… Pepe in particular is such a welcoming host. He always ensures you’re so well taken care of throughout the day. We are so excited to see him every visit! The spa is totally serene and peaceful. The cabin for our massages was open air with a waterfall just feet away. Maria & Marina were above and beyond as massage therapists. The food is beyond delicious and again the dining service is very curated. The servers remember each guest and take the time to make each experience special. It’s so rare to find a resort with this combination of natural beauty, world class service, and luxury accommodations. I cannot recommend giving this resort a try enough. Every second here is a gift.

We had a fantastic stay at the Viceroy Mayan Riviera. The villas are private, spacious, and the private lounging area/plunge pools are perfect. The staff is top tier- courteous, accommodating, responsive, helpful, and over our 5 day stay we did not see a single person on staff without a friendly smile on their face. Joel met us on our first day and answered all our questions, helped us throughout our trip with taxis, dinner reservations, and anything else we needed. We highly, highly recommend massages at the spa. Our providers, Marina and Erandi were amazing. We enjoyed our time at the spa so much that we booked additional services for our last day there. At the bar, they were respectful and sensitive to food restrictions and allergies and went above and beyond to make sure we were comfortable and had plenty of meal options. They have fun, themed nights, make sure to check it out! The only thing we will say is if you stay near supply room, it can get a little loud in the morning. Overall this was a wonderful experience, we have already recommended to family members and friends and will continue to do so.

The service is phenomenal. Everyone is so courteous, hardworking, and helpful. The resort and rooms are beautiful and the food is phenomenal. The staff is the best of anywhere I’ve ever been! My only complaints are that the pillows were so soft that I struggled to get comfortable enough to sleep well. The beach had a ton of seaweed despite the staff’s incredible efforts to keep up with it. It could be the season, I’m not sure, and I certainly don’t hold nature against them.

Amazing service, can't say more about the personal touches; beyond most any 5 star hotels. It's small and allows for such intimacy. The size can be somewhat limiting, one restaurant and so food choices can be wanting. The restaurant is very good, slightly expensive but understood given the quality and convenience. I do wish the restaurant and bar were open later. That said, when the resort isn't full it doesn't make sense to, one of the few downsides of such a small location. The rooms could definitely use some updating. They're very comfortable, but could be slightly cleaner.

Nice stay. Very different than a hotel as each room is a private villa nestled in the jungle. Nice amenities including the ocean front restaurant with good food and nice service on a huge outdoor patio. Only improvement I’d suggest is a map or better markings along the paths so it’s easier to find the lobby - especially at night when it can take some wandering around to get back there

My stay at Palmaia the House of AIA was nothing short of AMAZING! Words cannot truly express the peace and beauty this place brings. From the welcome greeting to the “until next time” the people were there to serve. Each restaurant was phenomenal with service to match. I want to give special thanks to my nomadic guides, Fernanda and Kasandra who made my stay delightful. Also Woodr who got me all settled in and out on my last day which was bittersweet. I most certainly will be back! Job well done!

Palmaïa is truly something special — a place that feels like it was designed perfectly for our lifestyle. Everything is naturally vegan and non-alcoholic, yet they offer the option to add animal products or alcohol if you prefer. It was such a refreshing change from our usual experience of having to request vegan meals or non-alcoholic options. You don’t realize how much energy that takes until you’re in an environment where everything already aligns with your values. It was incredibly relaxing. The service was phenomenal — we felt completely cared for from the moment we arrived. Every team member was professional, kind, and attentive. Our room was spotless and thoughtfully stocked with complimentary drinks and snacks — including some of the best kombucha I’ve ever had. The Architects of Life program was beautifully curated, offering activities that nourish the mind, body, and soul. Each facilitator brought deep wisdom and expertise to their sessions, making every experience meaningful and inspiring. Every restaurant on the resort served exceptional food made from the highest-quality ingredients. The atmosphere throughout Palmaïa is calming, grounding, and filled with intention. The only downside? I wish I could afford to live here full-time.

This is a really beautiful resort and I had an amazing time here. The rooms are luxurious, the daily wellness activities are delightful, the pools and beach are beautiful, the food is tasty and varied, and the service was impeccable. The spa was fantastic but a surprise highlight for me was the beauty salon- I had a botanical hair treatment and the best pedicure of my life.

This was my third stay at Palmaia, and I absolutely loved it! If you’re looking for a vacation where you don’t have to worry about a thing, this is the place. The resort offers a stunning beach setting and incredible food—healthy, plant-based options (with non-vegan choices too) that are both delicious and beautifully prepared. My only critique is one of the restaurants, Ume; I’ve had better plant-based sushi. That said, I loved all the other restaurants! Every detail is thoughtfully taken care of, and there’s a wide variety of included activities like yoga, sound baths, and art classes to make the experience even more special. Kasandra and Fernanda were our Nomadic Guides, and they were wonderful—always attentive, helpful, and made us feel so well cared for throughout our stay. The price is on the higher side, but truly worth it for the outstanding service and overall experience. I'll be back!

Just incredible. Beautiful setting, incredible service and some of the best food we've ever had at resorts like this. The concierge service more than anything was spectacular. Highly recommended for anyone into great food and wellness.

I can’t say enough great things about Palmaïa. If you’re thinking about coming here, just do it - you won’t be sorry. It is exactly as beautiful as it appears in photos, but what can’t be captured is the essence of the resort. It is an incredibly welcoming and nurturing space, the food is really good and feels so healthy to eat (with amazing plant based and animal options), and everyone is so warm and accommodating. The spa is gorgeous and the treatment I had was one of the best I’ve ever experienced (prehispanic ritual), so I’d highly recommend working something there into your visit. Yoga, sound healing, watercolor classes, and personal growth classes — all so nourishing for the body and soul. The rooms are clean and comfortable and it’s so peaceful and quiet. I was here alone and it was the perfect place for the reset I needed, but I’m sure it would make for a fantastic girls or couples trip as well. I already can’t wait to come back!!

🏝️My Impression of This Beautiful Resort I wish to say upfront that I haven’t had the pleasure of staying at this hotel yet. What first attracted me was its wild, natural charm — I’ve always been drawn to places, people, and things that are a little out of the ordinary. During this trip, I stayed at another resort, but I often enjoy strolling along the beach ⛱️🏖️, and a few days ago I found myself drawn to this place. At first, I thought it was a collection of private apartments for rent or sale, but today I learned it’s actually a resort. I was enchanted by the scenery — the way everything feels slightly hidden, surrounded by unique plants and rustic wooden entrances that give it a wild yet inviting look. I wanted to share this beauty from the beach side, as it might attract others who appreciate peaceful, natural settings. It seems like a wonderful place to relax, away from noise and crowds — a little retreat into the wilderness. I’d be happy to stay here in the future. 🌿✨

Location is the only thing that I appreciate. There was no power on one day, the sink wouldn’t drain and the night staff on the front desk was racist and unhelpful. I told him to open the parking gate and he made us wait for twenty minutes and still didn’t open it. Like what ?? I thought he understood English I guess he couldn’t hear me over the music even when he confirmed twice that he is opening it. THEN we could not find our room key and he asked for 300 pesos to make us just another KEY CARD. Not even an actual key. NO WHERE DOES IT SAY SO ON THE HOTEL POLICIES, and every where the hotel provides two keycards. We left and thought giving up the room was better than feeling uncomfortable and disappointed. Valentina was the sweetest! Pool is good. BUT NO AMENITIES, PARTIES ALL NIGHT SO LOUD MUSIC PLAYING SO LOUD YOU WOULD BE SHOCKED.

Cons: • Cleanliness: Rooms are not clean. The floor was dirty and full of hair from previous guests. The balcony was filthy. • Maintenance: Weak water pressure in the shower, all faucets in poor condition, toilet not flushing properly. No place to hang towels. Beds are uncomfortable. • Location: Close to Fifth Avenue, but located at the very end of it, so the location is not ideal. Pros: • Fresh towels provided daily. • Free parking. • Close to a supermarket. • Attractive price. Bottom line: I wouldn’t stay here again, even though we barely spent time at the hotel.

A hidden gem in Playa Del Carmen! My stay at IT Boutique Hotel was nothing short of amazing. The location is perfect—just a short walk to the beach, great cafes, and restaurants, yet tucked away enough to feel peaceful and quiet. I truly appreciated how serene the area was, especially after a long day out. I enjoyed so many meals at the hotel—from their delicious breakfast at Catalina Restaurant to lunch and drinks on the beautiful rooftop patio. Every single dish was fresh and flavorful. The spicy coconut margarita they made for me became my absolute favourite—crafted with love and bursting with flavor! The rooms were spotless and well-organized, complete with two comfy robes. The A/C and Wi-Fi worked perfectly, and I loved relaxing on the balcony while listening to the birds. Every detail made me feel at home. The rooftop pool view was absolutely stunning. A perfect place to unwind with a drink in hand, soaking up the sun. Service was outstanding across the board—everyone was warm and welcoming. The cappuccinos from the coffee bar were chef’s kiss and became my morning ritual. Big shoutout to Jaffet and Yair at the front desk—they were so helpful with everything from recommendations to booking our airport taxi, which was seamless and stress-free. I can’t wait to return! Thank you for making my stay so special.

Our room was very clean and smelled great. The only bad thing is that you can hear people's conversation in the hall ways. Stayed on a Monday.

I had a very pleasant stay! The hotel is clean, comfortable, and well located. The staff were friendly and helpful, especially Gabriel. I felt welcome from the moment I arrived. Highly recommended!

Very good breakfast and the service- the waiter Gabriel was very attentive and polite. Highly recommend! Edit. I forgot to mention the best receptionist Yair- the most helpful, friendly and kind person I have met so far in Mexico. Thanks to his recommendations my stay in Playa del Carmen was even better than expected.

Fernanda provided Us great service at the restaurant Catalina! Our room reservation included breakfast and is very well served! Fruit, coffee and eggs to the order. Nice music and atmosphere! Thanks!

We enjoyed our stay. We did not have house cleaning come as we read from many reviews there is a theft problem but be smart and take your valuables with you and leave what valuables you can at home. The beds were comfy, the shampoo was empty, the floor outside the shower is coming up from the floor, and our patio sliding door didn’t lock, and we could have probably asked for some of these things to be fixed or switch rooms but we just lived with it. The AC was cold and kept us very comfortable. Overall not a bad place to stay. It would be nice if they fixed these things to accommodate guests but it was not a bad hotel. All hotels have issues. We’d probably stay here again. Easy access to shopping/beach/food!

I live locally so I didn’t stay at the hotel. I found out they have a rooftop that sells day passes by accident. And it was like I accidentally stepped into heaven. 😍 great value for the day pass, quiet and spacious with 2 pools, plenty of chairs, ocean view, and decent food (not amazing). It’s a perfect spot to relax or work by the pool for a day. The food isn’t amazing but good enough. I ordered ceviche and the portion is generous. There’s only black coffee at the roof top but my friend wanted a latte, so they ordered from the lobby restaurant and brought it up which is very sweet. Plus it’s on top of Chedraui which is a big grocery, so you can run downstairs for anything you may need. The fact that it’s next door to my house, I’ll be back often 😍

I can’t say enough wonderful things about this hotel and the staff. Victor, Edgar and Daniel all went out of their way to make sure our stay was top notch! These guys are a great asset to Marriott! The room was so nice, we had the breezy room with a balcony. The AC was ice cold, which we love! Slept amazing. Housekeeping did a great job of cleaning the room daily. We forgot to lock the safe one day, which had a lot of valuables… nothing was touched!! We will absolutely be back! The location was in the middle of everything!!! Didn’t need a taxi anywhere

I organized a group rate for a Pride weekend pool party event for 26 of my clients at the ALOFT rooftop that did not include the food and drink credit. After a few of my guests entered the staff decided to charge my guests a mandatory food and drink credit of 25 dollars per person so they ended up paying more for the entrance than the regular price ticket. The manager and staff were Absolutley nasty and made zero effort to accommodate my party. I said that we would never be back and that my company would never work with them again and the manager answered that is okay that he could care less. Even at places that seem reputable or decent always beware of being scammed.

My family and I stayed at the Aloft for a week. We stay at many Marriotts but this hotel is special for many reasons. The location is great you can walk everywhere and you are surrounded by many restaurants, shops, and fifth Ave. The room was extremely comfortable with great air conditioning. The hotel has two gorgeous roof top pools with spectacular views. Now why this hotel is special. The customer service is out of this world. From the moment we walked in the door everyone was so kind and helpful. Victor who runs the hotel is super friendly and extremely accommodating. Throughout our stay he would talk with us about what can he do for us and help us in any way needed. We’ve been to many hotels and have never had such top notch friendly service. Victor also helped us figure out where to eat and fun activities he is extremely personable and runs this hotel very well! Cesar is great as well who helped us book a great trip to Tulum and was also extremely helpful with restaurant suggestions and taxis. I highly recommend this hotel my family and I are so happy we stayed here.

Customer service seems good, everyone is nice and tries to assist. Although I've had to request some things multiple times, over days sometimes, due to being busy or other. The hotel is under construction in some of the hallways and rooms. When I first arrived, the hotel elevators was getting fixed or undergoing maintenance and later only one had the same thing happen. They look to be doing basic renovations but not fully updating the rooms, you can see the tiles, floors, wallpaper aren't new or in great shape, but also aren't really bad or dirty either. Many things stopped working during the stay or had people fixing things outside my room and many places. If you get a taxi or order anything you will likely go to the marked Door which seems more like a service area or package delivery spot, from there, go up the elevator and walk across the courtyard. The other way is Around the closest corner there is an escalator that leads to the same area. More than likely, most rooms will hear music/ sub wonder from nearby clubs and restaurants, depending on what where you're located on what floor it can be heard faintly to pretty easily going all night long. The room has a L shaped corner couch with a small circular table next to it, they also are long cushions so it's not able to sit up against the wall and reach the table. So trying to eat, do work, or anything isn't ideal with no back support or chairs. The fridge in the room works okay, but I don't plan to put much in it, since it's pretty small and can fit drinks not really food. And if you overload it things don't get cold. Air conditioning works, but it doesn't work well all the time. Whatever number I set it to, it does drastically different sometimes; 23.5 but it's at 18, 22 it was at 23, 24.5 it was at 23 to 24. (A week plus later they are doing maintenance and the entire air conditioning system is down from early morning to late night, so it's hot during that time but hopefully that fixes the issues) The fire alarm has gone off maybe 5 times since i've been here with only one sounding like the whole building that lasted for a minute or so, the others were for much less. The gym is okay, but the only resistance machine needs to be fixed. There is a water machine, bathroom, dumbbells, two adjustable benches, and many cardio machines. There is also a pool with a bar that has a good view and closes at 11pm. I've had some issues with the wifi not working, failing to connect for a few hours or it being pretty slow, but overall it's been fine. They do not provide toothbrushes or anything else. Although they did say you can request a toothbrush, If they had them available

Most interesting hotel I’ve ever experienced. It is shaped as a hollow square where the inside of the hotel is open to an empty courtyard. Sites will ask you if you want to add breakfast for two but breakfast buffet is included so please save your money when you book. There is a Mercado below the restaurant and some other businesses built into this “square”. They did not accept USD but there are ATMs inside with MX exchange available. The breakfast and bar area were awesome and the location is near walkable restaurants, touristic shopping, and public beach. The seaweed this time of year is very high so if that bothers you, you may not enjoy spending a few hours relaxing by the ocean. My first room was filled with smoke. I immediately went downstairs to ask for another room and ensure they did not charge me for the smoke. They were very apologetic and helpful. I was relocated to another room within minutes. My only concern was shortly after I was settled in the new room, staff entered without knocking using their own admin key while i had just finished changing clothes. I was very disturbed by this and informed guest services in person immediately. They were very apologetic. If you get a balcony, please note it may only overlook the nearby sports court or the inside courtyard. If you want an ocean view from this hotel, the rooftop is the place to be. There is also a small bar where you can order drinks and snacks. Overall great place and will be returning in a few months.

Pure. Paradise. ✨ From the moment we arrived, it felt like stepping straight into a postcard. The resort is absolutely stunning — every detail is gorgeous, every view looks like it belongs on a travel magazine cover, and the service is flawless. The spa? Heaven. The food? Out-of-this-world good. Every meal was an experience — fresh, flavorful, and beautifully presented. Whether we were relaxing in the pool, exploring the grounds, or floating into a bliss coma at the spa, it was unforgettable. This is one of those rare places that truly exceeds the hype. 10/10 would happily move in. 🏝️🌿

Beautiful resort — absolutely massive (you can easily get lost exploring)! The food overall was about 3/5, but room service was excellent (5/5) and housekeeping came daily, which we really appreciated. Communication with staff could be a bit tricky at times since we don’t speak Spanish. Several of the directional signs around the resort weren’t very clear, which made it hard to find certain places — locating Bio was especially tricky, and we had to ask multiple staff members for directions. After it rained, a large puddle of water would collect outside our room and wasn’t cleaned up for quite a while — I almost slipped there a few times, so that’s something to watch out for. The shuttle buses between the hotel and parks were super convenient — they run every 20 minutes and make getting around effortless. Our favorite restaurants were Teatro, Costeru, Bio, Xin Gao, and Tama-mon — all had great food and service. We also tried Mercado, Trajnera, La Xentral, and La Cantina. We didn’t enjoy the buffets as much (like Mercado) because most dishes weren’t clearly labeled as vegetarian, which made it harder to choose. Also, while the staff asked about our dietary restrictions at every restaurant, the buffet staff didn’t offer much guidance on which dishes to avoid. They simply noted our restrictions but didn’t assist further, which made dining a bit confusing. Tip: Email the resort before your trip to request a wishlist. It’s really helpful for reserving certain parks and restaurants in advance, as some of them require bookings.

This was such an amazing experience! I have celiac disease and the staff is very knowledgeable and at every restaurant the first thing they ask is about allergies at the table. The waiters brought me special food when I asked for it and at every buffet if the person I spoke to wasn’t sure if it was gluten free they would bring the chef out from the kitchen. Great place for celiacs, great service and food and such an amazing place for families. We will be back!

It was a dream to visit this beautiful place( heaven on earth) But unfortunately didn’t go the way that I expected. I’m honestly shocked at how bad my experience was at this hotel, especially for the outrageous price they charge. I came expecting top-quality service and a relaxing stay, but instead I dealt with rude and unhelpful staff ( Manager) who clearly couldn’t care less about their guests. I asked for help, I was met with attitude or ignored completely. The whole experience was stressful and disappointing. For what they charge, this hotel should be offering exceptional service — not making guests feel like a burden. I’ve stayed at far cheaper places with much better hospitality. Save your money and book somewhere that actually values its guests. Overall, this hotel does not live up to its “luxury” reputation. food didn’t even taste good.

Best resort in the world family went in October and we have already booked for November and February. The service was impeccable and the rooms and property were perfect. If your a family or a couple this should be your only destination once you go you will have a new home. The food will be the best you ever had.

If everyone has a better option, choose another hotel! Hotel Xcaret México is expensive, not to mention the check-in process was extremely unpleasant. A short line took over half an hour to get through. So many front desk counters were open, yet the line barely moved. When it was finally my turn, I realized why! During check-in, the front desk staff told me that the room with two beds I had booked was no longer available and suggested I pay an extra $1,100 per night to upgrade to a room with a private pool. The problem is, the Swim Up Garden Suite I originally chose was already an upgrade costing over $900, and it was something the kids would love. The front desk insisted there were no available rooms. After about half an hour of back-and-forth, my husband looked up reviews online and then gave the staff a $20 tip. Miraculously, the room I had originally booked suddenly became available. If a $20 tip could solve the problem, why not just say so instead of wasting our precious time? Then came the luggage issue. Our family of four had only two suitcases, but the staff wouldn’t allow us to bring them to our hotel room ourselves. What followed was another two-hour wait in the room. Since the kids' swimwear was in the luggage, they couldn’t even go play in the water. We had to call repeatedly before our two suitcases finally showed up. Really disappointed.

So we planned this cancun vacation for months, we went with our three kids and stayed at Xcaret Mexico which is supposed to be kid friendly. To start we got there the first day friday and they just gave us a paper with our room number no one came to greet us and show us the way mind you this is supposed to be a 5 star hotel and the price is not cheap at least to have a guide around the hotel or to show you so we got lost for about 30 minutes in the crazy heat ,there are no signs or directions to the rooms. We went 2 days without water in our room to drink even though we called room service 2 times each day and the heat and humidity is really really bad over there . Then my husband’s phone got stolen on the Ride Xenses we have a tracker on his phone and it was half way to the other side of the city in less than an hour which is really weird. The room service never got our orders right always missing all the drinks or half our order of food. The hotel is supposed to be highly rated and kid friendly but theres caves around by the restaurants that have deep water and its not fenced off so you really need to watch your kids very well they cant just run around because theres deep water areas all around not fenced off. The hotel side that we stayed at is still being worked on so there was so many places that a bad accident can happen . They make you buy water shoes but when my husband was on the water slides with our son they told him to take them off and then he slipped coming down the stairs of the ride because the stairs are really slippery and they told him to remove the shoes that they are the ones that require them. Personally you can get better quality food, customer service and a better experience for your family elsewhere without paying so much money.. Theres a lot of people just trying to sell you on things there it’s supposed to be all inclusive but no food or drinks are included at the parks so you need to put some money somewhere if you get out the pools or beach and get thirsty or hungry especially going with kids. The hotel is not all inclusive out of your actual hotel all the parks are not included.

We had a great stay. The rooftop has an amazing view and the staff is great. We definitely recommend the guacamole. Tomas and Josedir were phenomenal. Very attentive and helpful. Absolutely will come back!

Not the cheapest, but fantastic view, great facilities, excellent food, excellent service. And the location is unbeatable. I would recommend this place, but temporary expectations. If you’re looking for bargain… The food and everything is good, but it’s not the year 2005, and you’re not getting a beer for a dollar… I would recommend for friends and family, this is one of my favorite hotels and restaurants in town As for the rooftop, it’s one of the more popular in town, as well, accessible, with quality food

I had the whole day off yesterday, so we decided to spend it by the pool. They charged us 900 pesos, which felt a bit high — but if you stay the whole day, 800 pesos go toward food and drinks. Of course, like everywhere in Playa, the prices for food and drinks are quite inflated. That said, the place itself is really nice: a large infinity pool overlooking the ocean, the perfect spot to relax all day, have some drinks, and enjoy the view. The burger was just okay — nothing special — but I guess that’s normal during the low season when things are a bit quieter.

2 yrs ago when my bf came to visit, he got upgraded to the presidential suite and it was sick!!! Amazing view, private pool and bar. The only thing is the noise on weekends from a bar one block away - unfortunately that’s everywhere in the hotel area. We went back a few times and yesterday again on a day pass. The fives delivers every time! The Sunday brunch was good - more lunch than breakfast but lots of options. Buffet style, although I anticipate better. My stomach wasn’t feeling the greatest after for a couple of days. I think just because food is out in the open so it could get contaminated easily. I got the day pass on resort passes, which was a great value. We got to use the pool, jacuzzi, lounge chair with towel service, and credit towards food and drinks. The food was yummy, and view was amazing, and the staff was (always) polite and professional. My bf loves the fives and I have to agree. Thank you Fives Downtown. We’ll be back.

Good vibe, a class rooftop with sea view, and an infinity pool. Music is good. Food is good but quantity is small.

Everything was fantastic! It's not a loud dance party, but we loved it. Def get the all-inclusive if you don't mind well drinks. Service from Armando was better than great, which isn't a given with all-inclusive. Never had to chase down staff for anything. Everyone was friendly and helpful. Whoever hires and trains staff here needs a raise. All food was very tasty and fresh, so props to the kitchen. We'll def be back, especially after trying the other swanky rooftop pools. This is by far the best! The only nit is that the bathrooms are freezing cold. I get that you don't want them hot, but maybe not frig temp.

We went to an event with my 6 friends and they really took care of us. It’s a gorgeous rooftop, they always have local discounts and Tomas made sure we had the absolute best time ever. The service is amazing. Thanks !

Stay Away. Let me tell you why. First thing on arrival, we are told we will need to change rooms in the middle of our trip, which isn't horrible, but over a 5-day trip, needing to pack your bags, wait for the new room to be available, and move takes up a few hours of your vacation. This is because a member will be taking your room. Members are 80% of the visitors, and you can see they get treated much better throughout your time here. Second thing, they have a "Concierge" who takes you to your room. This person is here to sell you their membership package. So, after a long flight and a one-hour drive from the airport, you have this salesperson in your room trying to sign you up for a sales pitch the next morning, offering you discounts on excursions. What they don't mention is that if you go directly to the excursions websites, you can get some of the same discounts they want you to sit through a sales pitch for. If you do say no, they will keep asking you throughout the trip. Next, the quality restaurants that need reservations are nearly impossible to get into. Members can make reservations 3 days in advance, while non-members need to wait until 8 am the day of, by which time they say there is no space available. This was nonsense. We walked by those restaurants each night, and they have space available; they just don't want non-members to use them. So while members are eating fresh Tuna, Lobster, and steaks, the rest of the people are sent to the buffet where you get cold pasta, dry beef, and chicken. The buffet food is awful, which is what non-members get for breakfast and dinner. This place is designed to treat the members well, and people who aren't members are just there to be sold. If you don't want to be sold, you get awful food and are pushed into whatever leftover room they have available. I imagine most of the good reviews are from the members who come back here year after year. There were a few more annoying factors each day as well, but I'll leave it at this. They were bought two years ago by Holiday Inn, so if you are not part of their member/timeshare program, expect to be treated as if you're not a valued guest. You can find much better options for your money. Once again. STAY AWAY!

Fantastic place! Smaller resort but beautiful pools, best resort food I have had, every meal was fantastic, beach had some issues but they are working on it! Great service!! I’d definitely go back!! Highly recommend. How about a huge 1 bedroom with full kitchen over looking the ocean. What an upgrade! The best welcoming

We really enjoyed our stay. The grounds are absolutely beautiful, as are the people who work here. Room was just fine, but a little older and in need of a facelift. Then again, some of the rooms that people who are members are in are gorgeous. We are not members and booked at the rate of $150 per night. That's all inclusive included. The only downside is there are just two fine dining restaurants. They need to add at least four more. I really enjoyed trying Mexican made wines.

Beautiful landscaping, well maintained. Was expecting a beach, but the water was not what it looks like in pictures. Food was ehhhh… housekeeping staff were amazing and friendly. I did love the fact that they decorated our room for my son’s 18th birthday, that was sweet of them. Overall, experience was ok at the resort.

We have been going to Royal Haciendas for 20 years and it never let's us down. The resort is always immaculately maintained, the staff are friendly and professional, and the amenities are very accommodating. The beach was a little beat up from storms recently, but it has been our experience that they will be restored to their previous beautiful condition! We would recommend it highly!

Exceptionally spacious suites with large living rooms, bedrooms, well stocked kitchen, large comfortable terrace with a private tub. This place is huge with two sets of pools. It has a good, large gym. Pool bar happy hour from 3-6pm.

Staying at the Royal Haciendas was a great experience overall. The hospitality and friendliness of the staff along with the entertainment and great onsite restaurants made our 7 day stay fly by much too quickly. The beach sand area remains a work in progress, but it is now large enough for volleyball courts and two full rows of cabanas.

We stayed 3 nights in November. The service and food were fantastic! We loved the layout of the resort. There are a couple of larger main pools, one of them with a nice sand beach, and several smaller, tucked away pools, hot tubs and areas to relax. There were plenty of chairs and didn't feel overcrowded like some other resorts seem to feel. I especially appreciated the attention to detail, such as the relaxing music played over speakers around the resort early in the morning, which changed to more upbeat music later in the day. Staff were all very nice and accommodating. I would definitely go back!

Only writing this review so that other couples don’t pay the “price” of Moxche and expecting better service than the other secrets resorts. We also weren’t the only ones saying this while we’re there. We talked to many couples and they all had the same opinions. To start Secrets Moxché is absolutely beautiful the pools are stunning, and the resort itself feels new and upscale. But the service really fell short, especially compared to other Secrets resorts we’ve stayed at. We arrived early in the morning and were told we’d be contacted when our room was ready. Check-in was at 3, but we never heard from anyone, so we went back to the front desk around 3:30 and was told our room had been ready. no one had let us know. The pool service was the most disappointing part. We’d wait around 45 minutes just to get a drink order, and most of the time we ended up walking to the bar ourselves. We also tipped whenever we were at the bar or when they brought us a drink, yet it didn’t see to make a difference. In some areas of the pool, servers never came by at all. It really felt like they were short-staffed, with only one bartender working at a time at most bars and not enough staff at the pools. We also would not recommend paying extra for the Preferred Club. The rooftop pool is nice, but that’s really the only perk. Even there, service was just as slow, and the drinks were not premium like advertised. Many guests (including us) just walked up to the bar to order because it took so long to get service. The preferred club gave you access to rooftop breakfast however, make sure you get there right when they open or you may be sitting in a line with 11 other groups. One day when we went to breakfast we stopped up top to go to the preferred breakfast and the wait was 30-40 min, then proceeded to go downstairs for the only other option for breakfast which is the buffet and it was another 20-30 min. Plenty of open tables outside and in different areas of the breakfast buffet but felt like the staff was extremely short handed to handle more tables. Also should add they had at least one elevator down in each section. In a resort where you have to use the elevators for a lot of things, it really wasn’t functional. I know they are working on switching out the elevators and that’s why they were down, but expect to wait 5-10 minutes for a elevator ride depending on the time of day or in our case just walk the stairs (remind you preferred pool is on the 9th floor) Overall, Secrets Moxché looks incredible, but the service, staffing, and Preferred Club experience are nowhere near what we’ve experienced at Secrets Akumal, where the food, drinks, and staff were all amazing. We will be coming back to the Cancun area, just won’t be coming back to Moxche.

Honestly, this is hands down the best resort I’ve stayed at in the entire Riviera Maya. The food is on another level every restaurant has its own vibe and authentic flavors. The steakhouse was my top pick, but the Asian restaurant totally blew me away too. They also have an impressive selection of beers and top-shelf spirits, which makes every bar visit a treat. Whether you’re into craft beers, tequilas, or premium whiskeys, they’ve got you covered. The architecture of the hotel is stunning minimalist yet elegant, with high vaulted ceilings that give everything a sense of space and calm. The rooms are incredibly spacious, and the warm tones in the interior design make them feel cozy and relaxing at the same time. And as a final touch, the turn-down service every evening adds a real sense of care and luxury to the experience.

My husband and I were here for a week celebrating our honeymoon. When we first arrived, we were greeted with glasses of champagne and “welcome home”, and it truly felt like home to where we didn’t want to leave. The resort is STUNNING. We loved our room which included a beautiful view with a private outdoor hot tub. The service is top notch, and everyone is so friendly, We tried almost every restaurant and the food was sooo good. We also highly recommend the spa! We did hydrotherapy and massages. Extremely relaxing. The nightly shows are great too. The entertainment team works so hard (as does every other team on the property). I could go on and on about how wonderful Secrets Moxche is. We can’t wait to go back and/or try other Secrets properties.

I truly don’t get what the draw to this hotel or chain is. First no one wants to say your staying at a resort called “Secrets” that’s adults only unless your a swinger because that’s the first thing that comes to mind, secondly they are trying to sell you time shares so immediately that’s a red flag. The rooms are VERY nice, large, quality tile and wood (throughout) and they have an outdoor tub and sunning bed. The only critique I would have about the room is the glass doors they are too low in the bathroom and shower be careful when opening and closing so you don’t cut your toe like I did (also watch the little metal square shower diverter knob it’s extremely sharp on the corners) and you can’t put the bath mat in front of the shower or the glass doors gets caught on it. You have to download two apps to your phone one for the hotel and one for the key to the room that never works so then you have to make multiple trips down to the front to have them give you key cards and test it on thier door to say no it works here so should work there even tho the guy who showed you the room also said yes it doesn’t work The food is just ok, it’s nothing special and neither are the drinks so what you think you are saving at the all inclusive (unless your a big drinker and eat a lot) you could go anywhere and just pay and get better drinks/food. This is ADULTS only yet the pools close at 6! You can stay at a Marriott and the pools are open later makes zero sense as to why at an adults only -the pools would close at 6 well until you find out that they have a very limited number of restaurants and that only one or two are open during the day then they close at 5 and the others open at 6 -no reservations so everyone leaves the pool at 545-6 when it closes and rushes to stand in line at the restaurants making it seem like they are all the rage and in demand, LOL if your not in line when they open then your going to have to come back in an hr or so to get seated. The Italian was the best but again it’s not over the top it’s just the best out of the limited options. There is zero to do at the resort other than The pool until 6 then rush to stand in line for dinner then they may have a show that’s 30 min or so at around 10pm by that time your asleep in bed out of boredom. Oh and the room numbers if you have traveled frequently you know they ask your room number for everything and at every property I’ve ever stayed it it makes sense 3102 that’s the 3rd floor and so on NOT here they have two buildings and the room number starts w the building number instead of the floor number, so every time you leave or going to your room or asked the room number your completely confused. For example your room number would be 2310 here doesn’t sound like an issue until your staying at a place that does this then your realize how stupid it is. The elevators again another weird let’s created demand and lines like it’s the “in thing” to wait at an elevator they have half of the main elevators closed for “maintenance “ we have been here for 4 days so far none are getting worked on and the ones that do run get stopped on the 7th floor and just sit there until you finally realize it’s not coming and take the stairs. Oh and getting off the elevators or trying to fine the couple of restaurants they do have good luck signage is almost non existent accept for way out at the pool telling you the direction of the restaurants are toward the main building good luck trying to figure out what floor your on or where the restaurant is unless you can see if from the outside your self. Now let’s talk about the buffet don’t go to the middle stations those people completely ignore you then leave to go on break or just leave and you are standing there waiting to put in an omelet or lunch order has happened multiple times. Again I can’t understand why anyone stays here other than the multiple pools the costs for what you get is not worth it and the fact it’s adult only “secrets” and trust me it’s not that “crowd” or at least not anyone you would want to be in that crowd..

This place is beautiful! Small and easy to navigate, but large enough to not get bored. Something for everyone. There’s areas to relax and areas that are more lively depending on the vibe you want. All the food was great with Italian and Asian being our particular favorite. The pools are so relaxing especially the lagoon. The atmosphere is romantic and chill. Loved the 24 hr coffee shop for anytime pick me up and dessert.

From the moment we arrived, we felt right at home. The facilities were clean and well appointed. The resort had a calm and luxurious ambiance. We were met with attentive staff, and found all our needs met. There are multiple pools with varying energy and activity levels so you can relax quietly, or enjoy the entertainment closer to the beach. The pool staff were exceptional, especially Alfredo. We enjoyed the entertainment team and the activities they put on (kayaking, water aerobics, volleyball, and basketball). Ari, Jose, Sergio, Julio, Christian, and Daniella brought the energy to every activity and put a smile on our faces! We will be back!

Disappointing Experience - Does Not Meet 5-Star Standards 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.

What other review could you give than 5 stars? Suites are world-class, can’t imagine the villas. Property is beautiful, staff warm and helpful. The gifts and attention to our 1.5 year old daughter in particular was incredible. The spa is insane - one could easily spend a day in the gym then in the complimentary sauna & hydrotherapy amenities. Yes the beach (pretty as it was) had some seaweed as other reviews have noted, but it’s seaweed season…our stay was over U.S. Labor Day. Nothing bad to say, just book it and enjoy!

Outstanding 5 star w commensurate service and pricing. Very attentive staff. Outstanding food mostly at all resteraunts across mayakoba. I thought bed was a little stiff but spouse liked it. Noise from neighboring unit was unexpected (thin walls from our upstairs villa to theirs). Mosquitos well controlled but you better spray anyway or get bit.

Rosewood holds a very special place for us — we were married at Las Ventanas, and it set the standard for what we’ve come to love about the brand. We came to Mayakoba with high expectations, especially after hearing great things from a friend who stayed earlier this year. The property itself is stunning, and there were definitely highlights — most notably the private chef experience with Ricardo and Carlos. They went above and beyond to create a memorable evening for us, and their service reflected the kind of thoughtful hospitality that makes Rosewood special. That said, much of our stay felt short of the Rosewood standard. Staff seemed stretched thin — several times no golf carts or boats were available, and one evening no cars were available to take us into town, leaving us to arrange a taxi. Our butlers, Gerry and Alberto, were kind and hardworking but each admitted they were responsible for multiple villas and rooms, which made personalized service difficult. Some details also felt out of place for a property of this caliber: floating trays weren’t available, airport transfers were charged separately, and the quoted price for meet-and-greet service was $390 per person — something we’ve had as a complimentary gesture at other Rosewood properties. Check-in was smooth, but checkout was disorganized. Despite being told someone would come 30 minutes prior to departure, no one arrived, the car was late, and checkout paperwork was only processed after I asked. While there were bright moments, overall the stay felt closer to a mainstream resort than the elevated Rosewood experience we’ve come to expect. We understand it was the off-season, but that should be a time when service feels more attentive, not less. We still believe Mayakoba has the potential to deliver an extraordinary experience, but our stay didn’t quite live up to what we know Rosewood is capable of.

Stop searching, stop scrolling, just book this place. All of the research, videos and reviews can't fully capture the level detail, beauty, care, and relaxation this property provides. You can be as scheduled or as spontaneous as you want. Everything is a 10. We didn't leave the property once. I could go on and on, but the one thing that really took it to the next level was how everyone loved working there. They were proud to represent the Rosewood and it showed. Thanks to all! Marc and Alberto, our butler's, and everyone involved.

This resort is top notch. There is so much to do that you do not even have to leave the resort. Rosewood is one of the hotels located inside the Mayakoba gated community. You get around by bikes provided for you or golf cart. They have many activities and nice restaurants within Rosewood and Mayakoba.

Our experience at Rosewood was absolutely exceptional. The service throughout the resort was outstanding — warm, friendly, kind, and impressively knowledgeable staff who made every moment feel special. The food was delicious, beautifully presented, and set right in the heart of the breathtaking jungle. Zapote Bar was a highlight on its own! The atmosphere was incredible — vibrant yet intimate, with live music setting the perfect mood.

Course was in great condition and is a lot of fun to play, but not worth the $240 green fee they charge. Our round was 5 hours, stuck behind a 3-some with a caddy who would spend too much time getting balls out of the water and not keep them moving at all. Beverage cart service was great.

Great experience with attentive and helpful staff. I joined this club about a year ago and find it the best for me in Riviera Maya. Previously I belonged to other golf club, but quit because they attend to the tourists and fail to deliver for the paying golf members. You won’t find that here st Gran Coyote. Highly recommend them and their Pro Jerry.

Practice area and driving range is always in superb condition. Relaxed atmosphere and always helpful staff. Pay 10$ for around 100 balls and free chipping area!

OUTSTANDING golf course. In perfect condition. Greens like glass. Great service and customer service. Highly recommend.

Beautiful course, very well maintained. The rental clubs are top of the line TaylorMade Qi series. Carts are kept very clean. Saw the cart pass by 6 times. Staff are extremely friendly and attentive. Will definitely return next time I visit Mexico. Thank you for a great experience!

This is a review in behalf of the beach club and the condominium within the entire golfing resort. The restaurant in front of the beach was mind-blowing. I finally tasted the best deep fried coconut prawns I've eaten in my whole life. I told my husband, we will go back to this golf and beach club just for that jumbo prawns. Service was EXCEPTIONAL. Everywhere we go they offer to carry our bags, and always smiling staff. We gave them incredible tip each time, these people are hardworking and I respect their hospitality The entire golf club is extra secure. There's a main security check to enter the whole golf club, and another security check point before entering the condominiums where they offer us a golf cart ride for free from one place to another and wait for us to finish shopping so that they can send us back to our condo. We stayed in a 2 bed 2 bath condo with a private pool, the pool is somehow connected to the resorts enormous pool, it was creative and fun. I would recommend this secured luxury beach and golf club to any visiting Playa del Carmen.

This was our first time visiting Gran Coyote Golf. Our concierge at the hotel was supposed to make our tee time for a different club but this mixup turned out to be the best thing. Even though we did not have a tee time they were very accommodating and fit us in. The staff was amazing and I’m happy we went there. The course was beautifully kept and are expanding to add more holes. We will definitely be back when staying in Playa del Carmen.

Terrible experience!!! the female front desk refused to give a second towel , because she said she saw my guest leave. i paid for 2 people . she told me they watch everyone and you cannot have another guest. if i didn’t like it, she could return the money. again… this over me asking for 1 extra towel. when i asked to speak with a manager or for a phone number if the manager, she refused my first room had to be changed because water was pouring out from under the shower my second room had a broken blind that they had to come and fix and water leaking from the shower to the bathroom. they had to repair now, i have 2 unauthorized duplicate charges on my credit card and NO ONE answers the telephone at the hotel What thieves! The towels were more for cleaning than your face; dirty and the sheets ripped

Last minute booking. They did a great job and handled every request with grace and elegance. Upgrade to the Jacuzzi rooms. Walked to the beach and Great location for food. The best. Update. My flight screwed up my flight and I had to stay another night even though I checked out for a few days. They made a last minute booking just for me and welcomed me back like family. The hotel makes you feel special. It has characters and authentic charm. The people working there are amazing and saved me.

WORST HOTEL IN PLAYA EVER!!!! DO NOT STAY HERE, they kick you out for no reason!!!!! It was my birthday trip and they kicked me out and caused so much stress! NO HOT WATER FOR THE FIRST 5 DAYS, Jacuzzi has broken jets , it doesn't work and it’s cold and dirty, loud music every night, you can’t sleep, black mold in welcome drink, mean staff who are rude and roll their eyes at you, maids who violate your privacy, no floor towel we get yelled at by the maids! Electricity and WiFi went out, with no WiFi or no ac for hours!!!! Don’t even think about working remotely here! Pool is disgusting and dirty! They ruined my birthday, they are mean, everything in the mini fridge froze, I never been kicked out of a hotel before because of expedia? What the heck! They keep pointing fingers back and forth, showers have mold, everything is FALSE advertisement!!! They promised this and that and you don’t get it and they will kick you out and keep your money, this has been a nightmare, please god for my birthday DO NOT STAY HERE! They made me cry on my birthday, they are cracks in the sink, mirror is dirty, mold in the bathroom and it got on my Clarisonic brush holder, jacuzzi is always clogged won’t drain! They will kick you out, please god don’t stay here, it has been a nightmare for me and I pray to god no one else will experience this pain and suffering

The hotel itself is nice, very convenient location and the rooms are trendy and clean. However it’s right beside multiple bars that play loud music until late at night (1am or later). If you’re coming to party you should be fine, if you’re coming to sleep I’d look elsewhere.

My friends were booked to stay here on their wedding night. The hotel ruined their special night for them. The key card didn't work and no night staff, so they couldn't get into their room. The manager was mean to them and didn't apologise for the massive inconvenience caused.

Avoid this hotel if you want to rest or sleep. This hotel has a nightly rooftop club which is extremely loud. Across the street also there is Anarchy hotel and bar which has very loud music and rooftop parties. Much better and quieter places to stay in Playa.

Be playa used to be my second home in playa as I travel a lot to come here and stayed here in every possible room. I have to say something have changed this stay will be the last (unless it stays so cheap to stay as the location is amazing for my needs) with it the service and room are absolutely outdated and basic. We started in getting a two beds room instead of the one king we have specifically reserved via booking.com Asked to change they wanted to charge 25usd more per a night (instead of absorbing their mistake) and said maybe tomorrow… and that it’s optional - but it never happen to me before… at any hotel!! I am about to leave and still waiting for the message from the reception about that. Jajja maybe quein we checkout they will offer the right room?? On top of that we had to ask for face towel and toilet paper lol Doesn’t worth more that 50usd a night and that’s the only reason I am ok with that The elevation was in ‘maintenance’ the whole two days 🥲 The hall in the morning in between rooms was with food people ordered as room service but the leftovers were picked up hours later… imagine…. The smell and flys the the hallways This hotel used to be fabulous but at the moment seems like it’s ran with a very bad management they are still flaying on old reputation. The only lovely thing really is the location and rooftop bar.

Centrally located, clean, spacious, comfortable bed, hot shower. Don’t expect a timely response. They operate only from 9a-5pm. You won’t find anyone at the front desk or see any staff around the building. First day they didn’t respond until almost 1pm, after messaging all morning. Fridge was broken & they lied saying it’s a wine temperature controlled fridge & ended up giving us a new fridge the next day after we complained. Our digital room key “expired” on the 3rd day almost impossible to contact anyone. They didn’t leave any emergency numbers prior. They need a better system. Provide a physical key, someone should be available up to at least until 10pm.

Given that so much boils down to the price, let me start by that. I paid some... $45/night through Expedia. Visited at the end of September; I suppose this is off-season. KEEP IN MIND - I could not find the entrance! It is one of several dark glass panels with no indication (sign/door handle) it is even there. I guess I was lingering outside long enough that magically the door opened from the inside ;) So - knock on the last glass panel and hope the guy behind the desk happens to be there. Otherwise, I loved the place. I loved the location - short walk to the beach, you have restaurants, pharmacies, grocery stores within a block or two. If you drive - you can park 2 blocks away in a guarded parking garage for $20/day. Rooms rather impressive. New, fancy, roomy, clean, cool. I smoke cigars, so I found the roof deck fantastically convenient in the evening. I highly recommend it.

Location is close to everything. Room is spacious, clean and sound proved. We are able to sleep peacefully at night even the hotel is close to the busy streets and a popular entertainment facility nearby. Service from the front desk is excellent, helpful, and attentive. Breakfast is included with our booking and needs improvement in the areas of variety and quality though.

Positive: suite is wonderfull and spacious + hotel well located within walking distance of everything + good & friendly cleaning + good WiFi. Negative: bad shower head + noise of the club next door till 05:30 at night + lack of healthy breakfast. But mostly for me: no service… no coffee/tea in the room, no option to have a drink or eat something small, especially when arriving late. The bar on top of the building is permanently closed so sitting at the pool seems weird and it’s deserted. When being directed to their sister hotel Calixta, very rude and unprofessional receptionist as well as the lady at the roof coffee bar who doesn’t speak English and was more occupied with her friend and child. Only filtered coffee available, no nespresso or fresh bean coffee machine present. Felt very unwelcome and left to go somewhere else. Luckily at Marquee the receptionist is friendly. If I were the owner I would look into providing basic coffee nespresso machines and tea/coffee in the rooms, setting up a partnership with good restaurants nearby for the guests and explaining to the receptionists what hospitality and customer orientation means. And update the website because it’s very misleading and reality doesn’t match. This would go so far. But that’s just my 5 cents.

Enjoyed how nice the room is and the tub, the rooftop is nice too. Nothing too exciting but nice enough. Location is good. Did not find noise from coco bongo to be as disruptive as the reviews stated. Service from the front desk was excellent and didn't have any issues coming in or out of the hotel. Also a private parking nearby was very convenient.

Fantastic place. Central to absolutely everything you need and all by foot. Minutes from a Walmart, ADO buses, shops, 7/11, CocoBongo (if you’re interested) Gorgeous rooftop with a pool. Their sister Hotel that offers the continental breakfast is also great. All the staff in both buildings are so kind and go out of theirs way to ensure you’re enjoying your stay and have everything you need. Rooms are spacious, high ceilings with patios. We asked for a late check and it was not a problem. We asked for assistance in finding a private ride to our next resort and they made sure we didn’t over pay with the taxis and organized a ride for us with a super friendly guy! All in all. We a definitely coming back to Playa and def booking again with Marquee. It’s just too perfect of a spot with the nicest, caring staff that really care about your stay and experience in Playa!

Stayed 2 nights at marquee playa hotel. Queen room with 2 beds. Super comfy (not firm beds). Lots of space for our 8 suitcases and kids. Staff friendly. Pool is very small on roof with no shade so don’t go for the pool. But if you want a bed to sleep in and be in super convenient location at a great place this is for you We used the provided white noise machine and didn’t hear the noises from close by coco bongo.

Zero communication from the host. Upon arrival, I stood at the door for 20 minutes before the security guard let me in (Sunday, 4 PM). There is no reception on any day. In the end, the security guard—who only communicated with me via Google Translate as he didn’t speak English—managed to reach the host, who provided a phone number I had to call. When I called, they immediately hung up and redirected me to another number. The key was left in an open, easily accessible spot from the street. There was no proper communication during our stay or at check-out. Several times, I messaged them, and after waiting a full day without a response, I had to follow up again. The place was filthy. The ventilation was disgusting, there was hair everywhere, the bathroom hadn’t been cleaned, and the mattress looked like someone had been murdered on it. The balcony railing, floor, and table were covered in spilled coffee. There was only one glass in the cupboard. Absolutely pathetic. They sent a cleaner who arrived an hour late, stepped into the shower with street shoes, and after "mopping," walked through the apartment twice. (Mopping = a wet rag thrown over a broom, no bucket in sight.) The carpet seemed like it had never been vacuumed—it was full of hair and sand. The couch cover was visibly dirty. The kitchen towel left there was dirty, there wasn’t enough toilet paper, and they also didn’t provide enough trash bags. Due to the proximity of 5th and 10th Avenue, the noise at night was unbearable even with the doors closed. In the early morning, the sound of traffic was extremely loud.

Excellent location away from the busy strip, but walkable or bike-able to everything you could need. Straight line to the public beach. We were extremely stressed during our check-in due to our next hotel cancelling our reservation for a 7 day stay during the busy holiday season. Still, Daniel was very kind and generous and went above and beyond to ensure we left with a positive experience. I would stay here again and highly recommend. I didn’t use the pool, but the room was clean and calming. Having two sinks in the bathroom made a big difference. I felt very safe because the entrance is hidden depending on what direction you enter from. Keycards are also required for entry 24/7.

Brilliant place. Staff are really friendly. Rooms are super clean and perfect for a week or two away. There was a local power outage and they have a generator so we didn't lose power. Pool is cold though and really small. Fine for a one person. The pool area is cute. Felt completely safe and would have no problem walking around by myself at night here.

Just returned after 12 great days at this little gem. It had modern, comfortable rooms with handy kitchen and nice bed. The rooftop pool and gazebos was a great be spot to just chill, soak up rays, and sip a cold beer. Aleda, Juan, and Uriel at the front desk were always so friendly and there to address any concerns or questions. Miguel the night security guard, the maintenance man and both cleaning ladies were also very nice and helpful. Location is great and close to most things by foot. Would recommend this hotel if you're looking for something other then a large, busy all inclusive.

Good location , away from noise but close to main 5th avenue and the beach. Rooms are very clean , the staff is amazing! Very helpful. Also having pool on the top is a nice addition. Overall very nice accommodation

Overall my husband and I enjoyed our stay here for 5 days. Staff is very friendly. I did have a couple issues during my stay which was addressed quickly and professionally. The apartment is spacious with a kitchenette, full size refrigerator, washer and dryer. Apt has a lot of doors, that was weird but anyway lol. The apt I booked was supposed to have a TV in the living room but it didn't, to me that was a big deal as my husband and I do not watch TV in bed. The freezer also wasn't working properly and the headboard was very dusty. However, when mentioned to staff they took care of all these things quickly and professionally which I appreciated. Overall, I enjoyed my stay and would recommend. The hotel is located close to the beach, 5th Ave and many restaurants. It is located on a busy street but we barely heard any outside noise when inside. The rooftop area was nice and relaxing we enjoyed the pool. I like how private the hotel felt, didn't see many ppl coming in and out, only saw one other couple the entire time we were there. Having the pool to ourselves was nice lol. I would recommend the hotel getting an ice machine and possibly providing basic seasonings like salt and pepper and maybe cream packets for coffee, they had sugar packs tho. Bed was nice and comfortable. Enjoyed the patio in the morning and night.

Great staff and great rooms. It was the perfect place to stay for our visit to Playa Del Carmen! Very close to the beach and tourist areas (5 minute walk) while also close to non tourist areas as well (10 minute walk to grocery store). There is also a nice pool on top of the hotel that the kids lived. We will definitely stay again when we come back!

A well manicured resort, but that's it! Highly inflated prices for all amenities/restaurants. Staff is very attentive but even with the inflated prices, there is an expectation of tips. The food at restaurants was mediocre at best, particularly at the Thai restaurant. Ambiance is primarily the selling point, but you won't know that you are in Mexico.....except for the staff.

Great course! Very tight fairways, lots of water. Can’t find too many balls along the edges of the course as it’s very dense mangroves/banyan trees. Bring lots of balls! (Unless you’re good…) A little difficult under that hot midday Mexican sun when it’s cart path since we were there a couple weeks before LIV.

This is a truly stunning course and one of a kind. Where else can I say I hit my ball out of a cenote hazard? The food at the clubhouse was excellent as well.

What an amazing course packed with great service. I'll explain my 4 stars. Two par 3s of the total 18 holes were modified to probably accommodate the upcoming tournament...so that was disappointing. Greens had a lot of sand (again, I think to prep for the tournament...).. I'd say.. if greens are going to be modded... then lower the fee to play. Lots of ongoing construction as well. Course is indeed a beautiful course, but some minor nuances... carts were properly equipped with drinks. If you happened to get "a couple" OBs and lose your ball to the wild animals then the cart has an option to direct message for more balls.. and best is you don't have to pay an arm and leg for this service. I got 12 extra balls for $5... decent ones too.

We had 4 h lession including back 9 playing lession with Diego. It was great experience and improved my game a lot. Driving range, service, shape of the course were exceptional!🙏 The next day we played all 18. They are getting ready for LIV tour game and some par 3s are provisional. Other than that it was very good experience. Visually standing. There are many challenging carries for beginner like me. It is a difficult track. Lession day before helped a lot. Club house is not open yet, but looks great. Weather in December was hot and very humid with occasional light showers. Bring your ☔. Taxi ride from Vidanta was short and easy.Watch for little animals who steal things from carts, do not leave food or cell phone laying around. Once again , instructions were very good. Thank you, Diego.

Mayakoba is a beautiful well manicured professional golf course with an amazing staff. Check it off your bucket list and play 18 holes.

An exceptional place. Service is outstanding. Live the experience of a Mayan King