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“Stunning property, exceptional service, minor design flaws” 5 of 5 stars
Review of Banyan Tree Mayakoba

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Banyan Tree Mayakoba
5.0 of 5 Hotel   |   Carretera Federal, Playa del Carmen 77710, Mexico   |  
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Hotel amenities
Ranked #4 of 199 hotels in Playa del Carmen
Brooklyn, New York
Contributor
15 reviews 15 reviews
11 hotel reviews
Reviews in 12 cities Reviews in 12 cities
10 helpful votes 10 helpful votes
“Stunning property, exceptional service, minor design flaws”
5 of 5 stars Reviewed February 7, 2013

I recently attended a stunning long weekend wedding at the Banyan Tree. The staff were incredibly attentive and the extensive grounds were beautiful. The wedding experience was spectacular. The private villas were well designed, except for the baths, which were missing towel holders and designed to flood the floor whenever attempting a shower.

  • Stayed January 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BTGroup, General Manager at Banyan Tree Mayakoba, responded to this review, March 1, 2013
Dear chameleonesque,

We were delighted to read that you enjoyed your stay and wish to thank you very much for your gracious comments about our hotel services.

I have taken note on the issue you pointed out on a more critical term and I may kindly inform you, that we will do our best to not repeat this incidence.

With Best Wishes,
Maximilian Lennkh
Vice President
Area General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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996 people have reviewed this hotel

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Rating summary
  • Sleep Quality
    5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    5 of 5 stars
  • Service
    5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    5 of 5 stars
Traveler tips help you choose the right room.   Room tips (176)
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A TripAdvisor Member
5 of 5 stars Reviewed February 5, 2013

I have statyed at Banyan Tree twice and Rosewood Mayakoba once. I highly recommend statying at the Banyan Tree over the other two options at Mayakoba. Best rooms, best service, and best food options. The breakfast buffet is better at Banyan Tree than Rosewood as well.

  • Stayed February 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with BanyanTree.com

Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BTGroup, General Manager at Banyan Tree Mayakoba, responded to this review, March 1, 2013
Dear visitor of Banyan Tree Mayakoba,

Thank you for choosing Banyan Tree Mayakoba and for taking the time to share your comments with us. It is very gratifying for us to know that we could meet your expectations.

I look forward to welcoming you back to Banyan Tree Mayakoba.

With Best Wishes,
Maximilian Lennkh
Vice President
Area General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London
Contributor
13 reviews 13 reviews
12 hotel reviews
Reviews in 10 cities Reviews in 10 cities
20 helpful votes 20 helpful votes
3 of 5 stars Reviewed February 5, 2013

We have just completed a 5 night stay at the Banyan Tree and now moved over to the neighbouring Rosewood property. Frankly it's a night and day comparison, with the Rosewood miles ahead in terms of level of service and maintenance.

In terms of positives, our villa at the Banyan Tree was wonderfully private with a large heated pool (gather some are unheated), and a separate and spacious living room. Breakfast was excellent, with attentive staff, and my massage was terrific. The main reception area is beautifully designed, and the outdoor rooftop bar is magical.

In other respects, the resort fell consistently short of our expectations. In terms of service, there was always the impression that unless one was spending top dollar on food/alcohol, staff were less interested.

The common pools are just too small, and sitting by the beachside pool when there are just a few children splashing around quickly became an unpleasant experience: the first weekend we were there, it was unbearable. The hotel badly needs an adult-only pool (which the Rosewood has).

Service at the beach/pool area was more hit than miss: we were rarely offered any water, let alone any treats, and on the last day we sat there for two hours without even being offered a towel. Service at the Sands restaurant was slow, portions small, and prices aggressive.

Elsewhere, villas were not maintained to the necessary level. We had to move from our original designated villa, since the view from the bed was onto a bed of gravel, with electric wires sticking out of the concrete wall and a cover propped up with a stick. The roofs are often rusty, and painted concrete is an unfortunate building material to have chosen: walking past the villas gave the impression of being in a (posh) housing estate.

What got to us more was the sense of being nickel and dimed: $5 to use a bike and c.$40 to use the spa area is unacceptable with a room rate of $600+. There was a shower next to the gym, however there were never any towels in the men's changing room. All this is complementary at the Rosewood, and the property is immaculately maintained: the spa and gym is truly exceptional.

Staff at reception were rather churlish, and surprisingly unhelpful when it came to local recommendations: a dedicated concierge is required. There was no attempt to be flexible when it came to a request for a 2 hour extension to check-out, despite us being members of the Leader's Club (the resort is a member of the LHW). 12 midday, and not a moment later. No evidence at all of the GM during our stay, and issues that came up were not fully addressed because the reception staff were not properly empowered. Similarly, correspondence sent to the hotel prior to our visit was neither responded to, nor acknowledged on check-in.

Overall impression was of a property that was managed at a distance, with a focus on large wedding groups at the expense of individual travellers. Certainly for adult travellers without children the resort failed to provide the experience that we had expected. In contrast, the Rosewood has been flawless.

  • Stayed January 2013, traveled as a couple
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BTGroup, General Manager at Banyan Tree Mayakoba, responded to this review, March 1, 2013
Dear pnlaw,

I wish to thank you very much your feedback in regards to your experience with us. I have taken note of all the comments that of course are discussed with the involved department heads.
I sincerely apologize that you did not have a perfect stay at Banyan Tree Mayakoba, and that we felt short of your expectations.

I really appreciate your constructive comments which highlight specific areas that we need to rectify to improve our standards, in order to reach for perfection.

We do look forward to welcome you back to Banyan Tree Mayakoba.

With Best Wishes,
Maximilian Lennkh
Vice President
Area General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dallas, Texas
Senior Contributor
46 reviews 46 reviews
9 hotel reviews
Reviews in 19 cities Reviews in 19 cities
23 helpful votes 23 helpful votes
4 of 5 stars Reviewed February 4, 2013

Magnificent property! You drive up to the remarkable entrance, drive up to a perfect staff and whisked away to your gorgeous room that has a private pool. We were upgraded to a room that had a pool pavilion , again unbelievable! We were stunned at beauty! Off to the beach? Not a lot of beach? Ok, how about the beach club pool? Packed, full, no place to lounge, small. Ok, maybe resort pool? No sun hitting lounge chairs. The nice attendant said there are no chairs in the sun just the baby pool area which is kinda out in the middle of everyone! You may ask why not the pool at your room! While our room and pool were awesome the water was fairly cold (not heated) and we had nowhere to soak up some sun due to the proximity of the room location to the sun. On day 2, I asked the desk if we could use the other 2 properties pools ( Rosewood and Fairmont ), I was told they frowned on that. I get back home and read a huge article in my papers Sunday Travel section and it states that you do have access to other pools? Not sure? Overall, we had a great experience , it is very expensive but the rooms and service are outstanding. I think we are more small boutique hotel seekers instead of the over the top wonderland.

  • Stayed January 2013
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BTGroup, General Manager at Banyan Tree Mayakoba, responded to this review, February 12, 2013
Dear Daryl D,
I would like to thank you for taking the time to write on Trip Advisor about your experience regarding your recent visit to Banyan Tree Mayakoba, and also for the good comments about our service and hotel facilities.
Your remarks are very much appreciated as the help us improve both our service and our product. In regards to the use of the other hotels of Mayakoba: sorry that the information has not been correctly provided to you.
It will be a pleasure to welcome you back soon to our hotel.
With best wishes
Maximilian Lennkh
Area General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Leicester, United Kingdom
Top Contributor
50 reviews 50 reviews
18 hotel reviews
Reviews in 29 cities Reviews in 29 cities
26 helpful votes 26 helpful votes
5 of 5 stars Reviewed February 3, 2013

OK - I am writing this review whilst still at the resort under the beautiful Cabana in the garden of our villa - so am still nicely chilled before returning to reality and Cancun airport tomorrow! This is like a little bit of Thailand in Mexico. The service is outstanding from every single member of staff - always smiling and always wanting to help. As other reviewers have commented this does come at a 5* price as well - but we feel it's worth it for the sheer calmness and peace felt here. The massage I had in the Spa was absolutely heavenly - I felt like a new woman! I loved the boat service from the dock in reception taking you down to the beach. (Lunch at Sands looking out over the sea is to be recommended especially the lobster tail salad). Having been here for a week we decided to try another of the resort's 3 hotels for dinner: the restaurant (El Puerto) at the Fairmont hotel which was also excellent and which I highly recommend. There is also a Rosewood Hotel here - we didn't try it but it also looks excellent. Our villa was a garden villa - I know there are bigger villas - but we feel this suited us perfectly and it's location was ideal.
The pool in the grounds of our villa is certainly big enough to take a swim in but at this time of year the water is just a little too cold. I think in the height of summer it would be bliss!
I'll post this review now before I get the bill on check out tomorrow!

  • Stayed February 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BTGroup, General Manager at Banyan Tree Mayakoba, responded to this review, March 1, 2013
Dear JAP25,

On behalf of the Banyan Tree Mayakoba, I wish to thank you for taking the time to share your comments about your stay with us.

We were delighted to read that you enjoyed your stay and that your Spa experience was meeting your expectations. Your description of our hotel is exactly what we are working for and it is a compliment for me and my associates to receive such a compliment.

Hopefully I can meet you in person on your next visit at our hotel.

With best wishes,
Maximilian Lennkh
Area General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Miami
Senior Contributor
21 reviews 21 reviews
17 hotel reviews
Reviews in 9 cities Reviews in 9 cities
13 helpful votes 13 helpful votes
5 of 5 stars Reviewed January 30, 2013

As one writes reviews there is a subjective part that needs to be very carefully conveyed.
This hotel is as close as it gets to a perfect experience. Yes its expensive. But everything has a price! This hotel is for sure worth every single dollar in the value equation. The grounds are beautiful and serene, staff is most attentive and always cordial, food is excellent, the spa is amazing. The only problem is leaving the resort and coming back to reality. Therefore, I can’t wait for my next stay!

Room Tip: Larger villas are well worth it!
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  • Stayed December 2012, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BTGroup, General Manager at Banyan Tree Mayakoba, responded to this review, February 12, 2013
Dear H0telJunkie,
On behalf of the Banyan Tree Mayakoba, I wish to thank you for taking the time to share your comments about your stay with us.
We were delighted to read that you enjoyed your stay with us. I appreciate your positive notes about the hotel, and I was very happy to read that you liked the villa, the grounds, and other facilities.
Thank you once again for sharing your experience with others, and I look forward to welcoming you back to Banyan Tree Mayakoba.
With best wishes
Maximilian Lennkh
Area General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York City, New York
1 review
3 helpful votes 3 helpful votes
2 of 5 stars Reviewed January 30, 2013

We stayed at the banyan tree 2 yrs ago and had great exp. We came back this year, and we were excited for a wonderful exp again. Unfortunately so much has changed for the worse. Our room wasn't ready when we arrived, they made us wait hour and half, after being exhausted from the travel. Rooms smelled musty, place is getting tired, upkeep obviously lacking. Also service took forever when called.
Add to that, as we were stepping into car to go home, someone came with a paper, they forgot to charge us for a beer, after spending close to 1,000.00 night. Way classy!!
I'm currently looking for a new romantic spot!!

Room Tip: Look for diff place
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  • Stayed January 2013, traveled as a couple
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
BTGroup, General Manager at Banyan Tree Mayakoba, responded to this review, February 12, 2013
Dear Charny J,
Thank you so much for taking the time to write this review of our hotel. Your remarks are very much appreciated as the help us improve both our service and our product.
The items you pointed out on a critical term we are going to review and find ways to improve.
Please let me know when you will be back to our property and I will personally make sure that your next visit will be a perfect one.
With best wishes
Maximilian Lennkh
Area General 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

Address: Carretera Federal, Playa del Carmen 77710, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center 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:
#3 Spa Hotel in Playa del Carmen
#4 On the Beach Hotel in Playa del Carmen
#4 Luxury Hotel in Playa del Carmen
#7 Romantic Hotel in Playa del Carmen
#7 Business 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*
Official Description (provided by the hotel):
A harmonious blend of nature and luxury, Banyan Tree Mayakoba takes resort living to new heights with the first all-pool villa resort in Riviera Maya, Mexico. Banyan Tree Hotels and Resorts brings Asian hospitality to the beautiful development of Mayakoba, Riviera Maya, complete with Banyan Tree Mayakoba pool villas offering premium seclusion and an expansive Mayakoba spa complex with the introduction of the award-winning Banyan Tree Mayakoba Spa. ... more   less 
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Also Known As:
Banyan Tree Mayakoba Hotel Playa Del Carmen
Banyan Tree Mayakoba Riviera Maya/Playa Del Carmen, Mexico

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