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“Nice looking resort, but let down by some of the service”

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Banyan Tree Mayakoba
Ranked #2 of 209 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
London, United Kingdom
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“Nice looking resort, but let down by some of the service”
Reviewed 28 November 2012

Visited last week with our 18 month daughter. Very impressive lobby area, large room and pool(we stayed in Courtyard Villa) with great interior design. I think that the price was very resonable considering this. We stayed at the Rosewood last time, and Banyan Tree is noticeably cheaper. Having said that, the service doesn't compare. We tried to book Spa appointments on the Monday and they only had 3 slots the whole week. We ended up going to the Rosewood twice instead since they had the times we wanted. The room service was slow (1h 10 mins was estimate on one occasion, so we decided not to order). Oriente (breakfast restaurant) was outstanding. Friendly staff and great food. After that though, the choices were limited, particularly for dinner. We wanted to eat dinner early since our daughter was with us. There was only one night we could book a table for 6pm (the earliest time available) and on most nights the only choice was Saffron, since Tamarind is for adults only and Sands only opened on certian nights. Most restaurants also didn't have child seats, so we had to wait for one to arrive from another restaurant and they often didn't have trays.
Having said all this, we had a great time out there. Visited Tulum, Sian Ka'an, CrocoCun (good fun, but would NEVER be allowed in UK on health and safety grounds), Cancun & Xcaret. Lots to do, and Mayakoba well positioned for getting around. It's just a shame what should be an outstanding hotel is let down by some of the services. Would I stay there again? Definitely not next time, but I love the area, so we'll be back many times and I wouldn't rule it out forever.

  • Stayed November 2012, travelled with family
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Helpful?
4 Thank Mitzmoo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BTGroup, Room Division Manager at Banyan Tree Mayakoba, responded to this review, 6 December 2012
Dear Mitzmoo

We were glad to have you and your family at Banyan Tree Mayakoba, and we do appreciate your valuable comments regarding our hotel rooms and our service as well.

I, personally, We have taken note of the feedback you made in regards to Restaurant discomfort. Thank you for taking the time to share your experience on this website.

Remaining at your disposal,



Livia Martinez
Room Division Manager
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A TripAdvisor Member
Reviewed 26 November 2012

Banyan Tree Mayakoba is the most amazing resort we’ve ever stayed at. My husband and I stayed for our honeymoon the first week of November and had a fantastic time. It is truly stunning from the moment you arrive- the pictures do not do it justice. It is so peaceful and relaxing everything is top notch. Let me start by saying the weather in the beginning of November was perfect, 86-88 and sunny all day, cool at night and a lovely breeze all day long. The service is outstanding- no matter where you are on the resort all of the staff is amazing. Our Villa was incredible, always clean and they leave really nice little touches each time you are away. We had the courtyard villa which has a pool and a hot tub - I would say this is a must as the pool is pretty cold at night and we did enjoy relaxing in the hot tub after dinner. If they could find a way to better balance the temperatures of the pool and the hot tub it would be even better. The bikes are really fun and a good way to get around resort; very relaxing rides to the beach give me warm memories as I type. All the restaurants were great; the food is fresh and always prepared well. We had the best Chilean Sea Bass ever had at Tamarind and everything at Sands is great. The drinks at every restaurant are good and the bar in the upstairs lobby is a fun place to kick back and have some laughs. Saffron was very good and the breakfast in the morning is out of this world- I wouldn’t even consider it a buffet. We didn’t have one bad meal or bad taste of anything! The spa is like nothing I’ve ever experienced truly a relaxing and well deserved treat- our services were done with perfection. The beach is just the right size, the sand is soft and water is so beautiful, the crew here does a great job keeping it clear of seaweed and they are very attentive to everything. The office will set you up with really fun excursions, anything you have in mind they will find it. We went on a really awesome catamaran that took us snorkeling- really fun and safe. We also had a great time in town, food and drinks and shopping were good. This place is perfect for couples; everyone is really relaxing and enjoying down time. The resort is expensive but well worth every penny, just be smart with your money and it will go a long way. We will definitely be coming back to this resort, matter of fact we can’t wait to go back.

  • Stayed November 2012, travelled as a couple
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Review collected in partnership with BanyanTree.com

Helpful?
2 Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BTGroup, Room Division Director at Banyan Tree Mayakoba, responded to this review, 6 December 2012
Dear Tripadvisor.com user

Thank you for writing about your Honeymoon at Banyan Tree Mayakoba. Now that we know that you had blissful time during your stay we feel proud of our staff members .

We cannot wait either to welcome you back to this paradise.

With best regards,
Livia Martinez
Room Division Director
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
San Francisco, CA
Level Contributor
12 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 26 November 2012

Wonderful hotel! We stayed in a two bedroom villa for a family of four. It was spacious and comfortable and we loved having a hot tub and large garden patio. We did not mind that the beach was about 1/2 mile away, the kids rode bikes and we enjoyed the walk. There are constant hotel golf carts going by if you do not wish to walk, also the duffy or boat ride trip is worth to take once to learn about the mangroves and natural surroundings. I had one of the best massages at the spa, it was a balinese experience. The breakfast buffet was huge and delicious, enough to fill us up for the day. We ate twice at the hotel and enjoyed the beach restaurant and the thai one. We also ate twice at the Rosewood, great to see another hotel and easy complimentary van service between the two properties. If you are looking for a beach vacation for relaxation and ease, Banyan Tree Riviera Maya is a great experience.

  • Stayed November 2012, travelled with family
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    • Cleanliness
    • Service
Review collected in partnership with BanyanTree.com

Helpful?
3 Thank FastenYourSeatbelts2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BTGroup, Room Division Director at Banyan Tree Mayakoba, responded to this review, 6 December 2012
Dear FastenYourSeatbelts2

It is of great satisfaction to read that you and your family enjoyed yourselves and the natural surrounding during your holiday at this sanctuary of the senses. I do appreciate that you took a little time to write about it and share your experience on the trip advisor site.

Thank you for coming to the Banyan Tree Mayakoba Hotel. We do look forward to welcome you back again.

With best wishes,

Livia Maritnez
Room Division Director.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Mexico City, Mexico
Level Contributor
17 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 22 November 2012

I'll start with the few things that have room for improvement:

1) There is a noticeable lack of background music, only available in very limited sections of the main building and in the Sands beach restaurant. No music on the beach, gardens or most of the property. It feels way too quiet.

2) The bars are very poorly supplied in spirits and liquors, also the bottles are just set on the bars, which make them look improvised.

3) The Orient restaurant is open only for breakfast buffet (excellent), and the Tamarind and Saffron restaurants only for dinner at 6pm... should you get hungry between noon and 6pm, you have to get room service or take a 10 minute golf cart ride to the Sands beach restaurant, which is the only one open!

Apart from that, this place is fantastic. Zen ambiance all over the place, very kind and helpful staff who remember your name and/or room number. The Spa is out of this world and the massage therapists fantastic (I believe all are Thai)- the treatment rooms are set on small houses on the canal so you can only see water and vegetation from them. They could use a little more aroma but they are perfect and so are the therapists.

We got the 205 "Gaviota" pool villa with private pool and hot tub, very tall ceilings, huge bath, fantastic shower and incense available all the time. A true dream. I would have appreciated a much harder mattress as ours was way too soft - uncomfortably soft.

Do get the bikes to move all over the hotel, or explore the Mayakoba hotels and huge grounds.

The Golf course is top notch (lost too many balls but that's my blame!)

This is a fantastic location and experience, wether for romance or family vacation. No nightlife whatsoever so I would not consider it if you are in a party mood. Bravo for the excellent and extremely kind Mexican and foreign staff.

I will definitely go back and recommend you try it. It is a true jewel.

  • Stayed November 2012, travelled as a couple
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Helpful?
1 Thank Gerardo K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BTGroup, Rooms Division Manager at Banyan Tree Mayakoba, responded to this review, 6 December 2012
Dear Gerardo K

It is a pleasure to read your comments about your vacation in our hotel. And I am sure you notes are going to be very well received by other Trip Advisor Users as they are by us.

In regards of the bars set up, we have taken action on that in order to improve the look. Thank you for bringing that to our attention

Thank you for giving us the opportunity to serve you. We hope we can have that opportunity soon again.

Wishing you a lovely day,

Livia Martinez
Rooms Division Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Dallas, Texas
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 21 November 2012

Our 5 day stay at the Banyan Tree Mayakoba was absolutely amazing! So amazing in fact, that we never left the resort. There is a beautiful beach, wonderful beach club with a nice infinity pool with a swim up bar, an amazing spa, and an awesome breakfast buffet.

The atmosphere at the resort is superb! We had a private villa with our own pool and beach access. If you prefer, you never have to leave the villa. We did venture out daily to the breakfast buffet, with an occasional visit to the spa or to dine at one of the wonderful restaurants. But were very happy to spend most of our time relaxing in our private pool or venturing down to the beach. The staff is incredible! They are very helpful and truly treat you like they are glad to have you there. It was definitely a week of pampering! The only downside is when you return home and realize you now have to make your own coffee and make your own bed. Definitely a relaxing vacation to remember!!

Thank you Banyan Tree for an amazing stay!

Room Tip: Spring for one of the villas on the beach. It's really nice to be able to walk down to the beac...
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  • Stayed November 2012, travelled with friends
    • Value
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    • Cleanliness
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Helpful?
1 Thank Vacation0009
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BTGroup, Room Division Manager at Banyan Tree Mayakoba, responded to this review, 6 December 2012
Dear Vacation0009

On behalf of the Banyan Tree Mayakoba hotel staff members I thank you for writing your impression about us on this website.

We are glad to read that you took advantage of the hotel installation and you had enjoyed yourselves.

The warm notes on the staff are truly appreciated. We do look forward to have the opportunity to welcome you back soon,

Wishing you a nice day,

Livia Martinez
Room Division Manager.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Dallas, Texas
1 review
Reviewed 21 November 2012

Recently got back from an amazing vacation at the Banyan Tree Mayakoba. We were a group of five, and we were fortunate enough to be in a 3br beachfront villa (not that the rest of the resort looked any less enticing). It was one of the most fantastic vacations I've ever had. The accommodations, facilities and service at this resort are absolutely top-notch. But the spa (I had a 90 minute Thai massage) was out of this world! The treatment rooms, much like everything else at the Banyan Tree, are tastefully decorated in a style that makes you relax right away. My therapist was absolutely incredible, and I came out feeling like a new man.

This place is ideal for a group of friends, for a family, or for couples. The villas lend themselves very well to whatever your vacation dynamic. Not the cheapest resort in the world, but worth every penny. I would definitely go back!

  • Stayed November 2012, travelled with friends
    • Value
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    • Rooms
    • Cleanliness
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Helpful?
Thank R G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BTGroup, Room Division Manager at Banyan Tree Mayakoba, responded to this review, 6 December 2012
Dear Trip Advisor User

Thank you very much for your writing a message on trip advisor, and for staying with us. It is a pleasure to read that you enjoyed your stay, and that you left with pleasant memories.

Looking forward to welcome you in the near future,

Livia Martinez
Room Division Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Brasschaat, Belgium
1 review
Reviewed 21 November 2012

what a wonderful experience. This is really heaven on earth ! Much better than banyan tree Bangkok. Nice , clean , friendly and an awesome environment. If you are looking for a relaxing holiday , this is the place to be ! I think we were the first Belgian customers and we will advice this hotel to all Belgians ! Tamarind restaurant is our favorite. What a kind of taste ! Every little detail is paid attention to. Unforgettable. We will surely come back.

  • Stayed November 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with BanyanTree.com

Helpful?
Thank 753dirkn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
BTGroup, Rooms Division Manager at Banyan Tree Mayakoba, responded to this review, 6 December 2012
Dear Viajero de BanyanTree.com

On behalf of the Banyan Tree Mayakoba family, I would like to thank you for taking the time to display your comments following your stay with us.

I was very happy to read that the villa was providing you with more comfort than expected. And that you found our ambiance relaxing.

We do hope that we will have the opportunity to welcome you back to the resort and make your stay nothing but a pleasurable experience again.

Best Regards,

Livia Martinez
Rooms Division Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Banyan Tree Mayakoba

Property: Banyan Tree Mayakoba
Address: Carretera Federal Chetumal - Pto. Juarez Km. 298, Playa del Carmen 77710, Mexico
Region: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Green Hotel in Playa del Carmen
#2 Spa Hotel in Playa del Carmen
#2 Luxury Hotel in Playa del Carmen
#2 On the Beach Hotel in Playa del Carmen
#8 Romantic Hotel in Playa del Carmen
#16 Family Hotel in Playa del Carmen
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — Banyan Tree Mayakoba 5*
Number of rooms: 118
Official Description (provided by the hotel):
Banyan Tree Mayakoba is a site of almost mythical beauty. It flawlessly blends elegance and nature, taking the Caribbean lifestyle to an unprecedented new height. A breathtaking getaway for relaxation, rejuvenation, romance and world-class dining, it is also the region's most sustainable five-star resort. With its revitalized culinary concepts, Thai-inspired therapies at the Banyan Tree Spa, 14 event-venues and the Greg Norman signature 18- hole El Camaleon golf course, home to the PGA Tour Mayakoba Classic, the resort raises the bar for premium leisure options and event planning. Perfect for private getaways, family trips and group events, the Banyan Tree Mayakoba offers 118 villas, ranging from romantic Bliss and Serenity Pool Villas to Family Residences and Ocean Front Villas. All include outdoor areas with private pools and terraces. Inspired by the interior courtyards of houses in the Far East, each villa is discreetly built to blend with the landscape, integrating the interiors and their idyllic surroundings. East meets West in every subtle detail, from the fragrance of flowers encircling your villa, to the softness of a kimono, fine linens and essential oils on your skin. Here, even world-weary guests discover the eloquence of tranquility. ... more   less 
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Also Known As:
Banyan Tree Mayakoba Hotel Playa Del Carmen
Banyan Tree Mayakoba Mexico/Riviera Maya - Playa Del Carmen

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