Banyan Tree Mayakoba

Decided to return for our Anniversary as they renovated the old serenity villas with living room. Have been here three times already and was at Rosewood last year. Always thought service was pretty good here so decided to return and try the new renovated Deluxe villa with living room . Pre arrival communication was not always good as I emailed a few times to get information on invilla BBQ and arrival amenities for purchase. Finally received but only after sending multiple emails. Booking the car was fast and they reached out to me first but this is done by the Mayakoba transportation division and not the hotel itself. Arrived and met the driver Fidel. He was very friendly and a safe driver. Met at resort and check-in was average. did not really mention my Accor gold status. Then it went down hill from there. We were transported to our room villa 210 which we stayed at 3 years ago and upon entering realized it was an old serenity unit and not a newly renovated Deluxe villa with separate living room. We went back to reception and talked to a supervisor named Gena. She advised it was a mistake and they moved us to an old villa instead of the new Deluxe due to human error. We questioned how and why as they are two different categories with different names. She insisted rather rudely and snarkily that it was human error and seemed annoyed that we were questioning why we were given the wrong room type. She stated it would be an hour before we could get the Deluxe room and advised we could go have lunch while we waited. She finally said we would be comped the lunch. As it was now 4:30 pm we asked instead for dinner in the room and she said yes. Humans do make mistakes but how they handle the issue is the reason why we are dissatisfied with this resort. All she had to do was at the start of the conversation just apologize and provide some form of apology instead all we got was attitude. Was here 3 years ago and had a complaint and Gabriella sent us a cheese plate and wine as an apology and came by one evening when we were at Saffron and comped us our meal. Gena would do well to learn what customer service is from Gabriella. And mind you the issue was small back then. We had filled in the survey during our trip and did not complain to management at all. Then Gabriella did all that from the results of the survey. Sorry, but given the wrong type of room is a big deal. Also, we were celebrating an anniversary and all we received was six white chocolate dipped strawberries. Rosewood gave us a bottle of Veuve Cliquot champagne. we also did not get a welcome gift as per Accor gold. We finally entered the deluxe villa by 5:30 and they were still filling in the pool. The room was obviously out of inventory or why would the pool be empty. It seems they rushed the room as it was missing many items. It took the next day until they finally got all the items a normal room should have. Luckily my wife noticed a juicy mango in th

We had an amazing trip at Banyan Tree for my wife’s Baby Moon. Firstly we arrived to a pregnancy pillow on the bed, and every restaurant reservation knew my wife was expecting and which food she shouldn’t eat accordingly. Our host, Juan, was extremely accessible and responsive. Any need or want we had, he found a way to accommodate! Juan went above any beyond at every request. We also had an amazing experience at Sur beach club under the care of Edwin. Edwin was the greatest service professional at the entire resort. He held such high regard for his guests’ experience. We also had an incredible experience at Cello with Gilmer who made our last night such a special night! Every morning we started with breakfast at the orient and had such a special team of waiters - Marco and Hector. They were fantastic. The transportation crew throughout our trip, both for Mayakoba and on property transportation was incredible. Cesar and Ignacio were so kind and thoughtful and really made our trip so nice on the various boat rides they took us on. We also had a wonderful cleaning crew - namely Angelia, Lucy, and all the staff we did not see or encounter. The resort is lovely. We were disappointed that Sands beech club was closed and we didn’t find as much value in our Beach Front room as we imagined we would. The beach in front of the rooms is pretty much inaccessible. There was construction to the right of our room (bulldozers, saws, hammering, etc) and then construction to the left of our room (Sands Beach Club). In front of our rooms was a large drop off to the beach, so you had to walk around to an access point. And the beach in front of our room was unusable because of large erosion prevention sacks that encumbered getting in the water. That said, we found our preferred beach area at Sur where they brought endless complementary waters so you could stay there all day. It was just disappointing to not be able to use the beach in front of our beach front room.

Among the numerous luxurious resorts we visited in the American continent, Banyan Tree Mayakoba is definitely one of the top three "We will stay there again" resorts. Pros: Massive private villas - they are indeed massive Massive pools - they are really Massive Excellent service (on par with the next-door Rosewood) Best beach club in Mayakoba Best breakfast in Mayakoba (yes, better than Rosewood) If I want to say any slight negative, the rooms are a bit older and may have minor electrical or water issues, but the resort fixed them immediately, which made me feel these were nothing. The value it offers is unbeatable by most resorts; when we pay, we expect a level of experience commensurate with our investment, and Banyan Tree surpasses most luxury resorts in that regard.

We had an unforgettable stay at Banyan Tree Mayakoba, and the service was absolutely exceptional. Our resort host, Rene, went above and beyond to make sure our experience was perfect. His attention to detail and thoughtful check-ins truly made us feel valued, and we appreciated how he listened to our feedback. A special shout-out also goes to Luis, the restaurant manager, and our server, Juan Jose, at Tomahawk. Both were incredibly attentive, friendly, and a joy to converse with, making our dinner there truly enjoyable. We highly recommend visiting El Pueblito for its delightful food and ambiance. We also made it a point to return to The Burger Shop, where Arturo, our favorite server, made our visits even more memorable with his warmth and engaging conversations. Our room was nothing short of a dream, with breathtaking views that made the stay even more magical. Riding bikes around the resort was a highlight, and the butterfly sanctuary is a wonderful addition—especially for families with kids. The entire staff was friendly and welcoming, and we can't wait to return for another incredible experience! The resort website/instagram photos don’t do it justice! Luckily I love photography so hopefully these photos give you an idea!