ALILA MAYAKOBA RESORT BY HYATT

Customer Ratings & Reviews

TripAdvisor Traveler Rating

28 reviews

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  Relaxing and Amazing

  Beautiful new property with amazing staff. Eduardo, at the pool, is amazing. Gonzalo, our host, was very responsive and kind!

  Apr 22, 2026
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  Service and Quality needs Significant Improvements

  We stayed for five nights and had a mixed experience that didn’t quite meet expectations for a property at this level. We arrived about 40 minutes before the official check-in time and were greeted warmly with welcome drinks. The initial impression was great. However, the experience quickly became frustrating. Our room was not ready, which is understandable, but we ended up waiting several hours past check-in with very limited communication. After about 90 minutes, we were told there was a maintenance issue with our assigned room, but no clear timeline was provided. We were offered lunch, excluding alcohol, which was appreciated but did not really address the uncertainty. Another hour passed with minimal updates. We eventually noticed in the Hyatt app that we had been reassigned to a different room, which turned out to be a downgrade. This was later confirmed by staff, along with additional wait time for housekeeping. It ultimately took several hours past check-in to receive a room. While compensation in points was offered and staff remained polite, the process felt disorganized and reactive rather than well coordinated. The initial room we were placed in was acceptable but had a noticeable musty odor, likely due to humidity, and the AC unit produced a constant humming noise. It felt below the standard we expected for this property. The following day, we were moved to the room we originally booked. This room was significantly better. It was fresh, comfortable, and the AC functioned properly. That said, having to pack up and move rooms added unnecessary disruption to the stay. Breakfast, which was included with Globalist status, was solid with both buffet and à la carte options, though not particularly memorable. We dined at Saffron within the Mayakoba complex. The experience was good overall, though pricing was high, which is expected in this setting. The property itself is beautiful. The lagoon, beach areas, and overall setting are highlights and make the resort feel unique. Throughout the stay, there were repeated gaps in communication and coordination. Transportation arrangements were not clearly explained. For example, when a golf cart was scheduled, we were not told where to meet and ended up waiting in our room until someone arrived. After dinner one evening, we were advised to take a boat back, but no one mentioned that reservations were required. We waited at the dock unsure of what to do until a driver eventually assisted us. Room service on one occasion took well over an hour, and we had to call to check on the status. There were no proactive updates, and it felt like the request may have been overlooked. We also had an issue with housekeeping communication. We were told to remove the do not disturb sign to allow service, but we had not left it out during the day. Being told that we had done so felt unnecessarily accusatory and could have been handled more thoughtfully. There are positives here. The property is beautiful and the staff are generally friendly and well intentioned. However, the experience felt inconsistent and not very polished. At this price point and brand level, you expect things to run smoothly with clear, proactive communication. Instead, there were multiple moments where we had to follow up, wait without updates, or figure things out ourselves. The stay was enjoyable at times, but the operational issues and lack of coordination made it fall short of expectations.

  Apr 21, 2026
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  A True Jungle Oasis in Mayakoba (Beyond the infested Cancun)

  From the moment you arrive, it becomes clear that this is not the typical Cancun resort experience. Mayakoba itself is a gated community, and you cannot even enter the grounds without a confirmed reservation. That sense of exclusivity sets the tone immediately. As your car leaves the main road and begins navigating the stone-laid paths through the jungle, you feel transported into another world. The approach to the lobby is stunning. The structure is a massive round pavilion with an open skylight, centered around a tranquil reflecting pool. At night, the circular ring around the water glows and the fire pit in the center lights up in a way that almost makes the water appear as if it is burning. It is dramatic, peaceful, and unforgettable. The transformation from the former Andaz property into Alila is magnificent. The design now leans heavily into a bohemian Mayan aesthetic with beautiful teak furniture, warm textures, and natural materials. The rooms are pleasant, calming, and thoughtfully detailed. Small touches make a difference: aromatic bath products, soft cotton robes, silk eye masks, and extremely clean, simple walls that allow the natural beauty of the space to stand out. Beyond being beautiful, the hotel is exceptionally well run. During my stay I had the pleasure of meeting several members of the leadership team: Gretel, the Room Division Director, Brenda, the Front Desk Manager, and Montse, the Front Desk Supervisor. Each one was kinder than the next. You can immediately sense the culture they have created with their staff—respectful, attentive, and warm. It is clear why they were chosen to lead the operation. The grounds themselves are spectacular. Guests move around the resort by bicycle or golf cart, and the lagoon pathways make exploring enjoyable. There is also a personal host service available through WhatsApp. With a simple message they can arrange nearly anything: spa services, golf cart rides, boat tours through the lagoons, restaurant reservations, or even a quick run to the nearby Mayakoba shops if you forgot something. Dining throughout the resort is excellent. The staff across the restaurants are attentive and welcoming. One person who truly stood out was Chef Michael. His knowledge and care when helping us navigate food allergies was exceptional. And the ingredients themselves are simply better. The produce tastes vibrant and fresh in a way that is hard to describe. Carrots and peppers are sweet and crunchy, the mango is lush and intensely flavorful, and of course we indulged heavily in avocados and limes. The beach is beautiful. Like many locations along the Caribbean side of Mexico there is occasional seaweed, but the staff works constantly to maintain the shoreline. You can see workers throughout the day cleaning and keeping the beach as pleasant as possible. Breakfast is served as a buffet near the pool and it is an ideal way to start the morning. The bar staff throughout the property are friendly and accommodating, and they mix excellent cocktails. The resort itself is divided into two main areas: a lagoon-based section and a beachfront section. Both have their own atmosphere and are connected by paths and golf carts. Before visiting we were somewhat concerned about construction since the hotel had recently opened, but we experienced absolutely no disruption. Everything felt finished, polished, and fully operational. The natural environment around the property is part of the experience. Wildlife is everywhere—raccoons, iguanas, lizards, hermit crabs, and birds like the Great Kiskadee. They keep their distance but it adds to the feeling of being immersed in nature. We did not see crocodiles in the lagoons, though we were told small ones occasionally appear. One practical note: lock your doors at night. The raccoons here are clever and have reportedly figured out how to slide doors open looking for food. Some rooms include magnificent plunge pools. We upgraded to one and it was absolutely worth it. Sitting in your private pool surrounded by jungle vegetation is one of the highlights of the stay. The spa is also exceptional and well worth experiencing. The treatment begins outdoors with breathing exercises designed to calm the mind. Guests are offered several aromatic herbs and oils to choose from before the massage begins. You can unwind beforehand with tea or fruit-infused water. The facilities include a dry sauna, steam room, cold plunge, hydrotherapy showers, and relaxation spaces that help release tension completely. Moving between the sauna, cold plunge, and steam felt incredible. What ultimately stands out most is the attention to detail. Everything—from the design and landscaping to the service and guest experience—feels intentional. And perhaps best of all, the temperature throughout the resort is perfect: never too hot, never too cold, just right. Alila Mayakoba is not just a beautiful place to visit—it is a place that feels thoughtfully designed, professionally managed, and deeply connected to its natural surroundings.

  Apr 15, 2026
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  Thoughtful experience

  We recently stayed at Alila Mayakoba in Mexico during their soft opening, and overall had a wonderful experience. We traveled with our two children (ages 8 and 6), along with another family with kids the same age, so we were a fairly large and lively group. From the moment we arrived, the staff was incredibly accommodating, always patient and attentive to our needs. As expected with a soft opening, there were a few minor hiccups and some things still being refined. However, what truly stood out was the hotel’s service recovery—it far exceeded our expectations and made a lasting impression. The highlight of our stay was our room host, Oscar. One evening, we had trouble adjusting the lighting in our room to a softer, relaxing setting for bedtime, and our kids are used to sleeping with a lamp on. Without hesitation, Oscar went above and beyond in a way we will never forget—he brought a lamp from his own home (his daughter’s) to make sure our children felt comfortable and could rest peacefully. That level of care and thoughtfulness is incredibly rare. It wasn’t just great service—it was genuine compassion and pride in what he does, and it truly made our stay special. We left feeling relaxed, cared for, and grateful for the experience. I would absolutely recommend giving this resort a try, especially if you’re looking for a peaceful getaway with exceptional, heartfelt service.

  Apr 13, 2026
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  Core memory for the Family

  We arrived at Alila Mayakoba during its soft opening, and while there were some initial service gaps, what truly stood out was the exceptional service recovery. The team went above and beyond to address every concern, transforming our stay into one that ultimately exceeded expectations. The level of personalized attention we received was remarkable. The F&B manager was highly involved and attentive, ensuring our dining experiences improved meaningfully. At breakfast, Geouant provided outstanding proactive service—he remembered our usual latte and chai latte orders and had them ready without us needing to ask. The restaurant team was also incredibly accommodating with off-menu requests for our children. Geraldo went out of his way to find Fruit Loops cereal for the kids, which was such a thoughtful and appreciated gesture. Our room hosts, Eduardo and Alfonso, were consistently attentive and responsive, always quick to address any requests and ensuring our room felt comfortable and well cared for throughout the stay. I appreciated the citronella repellent spray and the complimentary spa hydrotherapy and sound medication. The pre-arrival concierge team, Pablo and Fernando, set the tone early by providing detailed guidance on activities within the Mayakoba complex and seamlessly arranging babysitting services and dinner reservations for each evening. Their planning made the entire trip effortless. There were also several thoughtful, memorable touches that made the stay special. For my husband’s birthday, the team surprised him with a cheesecake perfectly tailored to his taste. At Xiim Bar in the Sanctuary, we loved the almond croissants—when we casually asked if more would be available, two appeared in our room later that evening after dinner. These small but meaningful gestures did not go unnoticed. Dining highlights included Casa Amate, which we felt was the best meal within the entire Mayakoba complex. For families, the eco boat tour was a standout experience and a major highlight for our kids. Golf cart transport is frequent and easy - we never had to wait very long in Alila. The property itself is absolutely stunning. The rooms are spacious, serene, and beautifully designed—truly feeling like a private spa and sanctuary. The beach has beautiful soft white sand and is swimmable when weather cooperates. For the first two days, the beach was swimmable with beautiful white sand and minimal sargassum. I observed guests swimming, stand up paddle boarding, and kayaking. In the later days, wind conditions increased, bringing in more sargassum and making ocean conditions less favorable for swimming and water sports. We still enjoyed lounging by the beach on those days. Kids spent the whole trip hopping between the pool and the beach. The kids were warmly received and there were many other families with young children present as well. Overall, while the stay began with some challenges, the team’s commitment to making things right and delivering thoughtful, personalized service made a lasting impression. This is a property with tremendous potential, and we look forward to returning.

  Apr 13, 2026