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“Want to give it 5 stars but...” 4 of 5 stars
Review of Rosewood Mayakoba

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Rosewood Mayakoba
5.0 of 5 Resort   |   Ctra. Federal Cancun, Playa del Carmen 77710, Mexico   |  
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Ranked #1 of 201 Hotels in Playa del Carmen
Santa Rosa, California, United States
Senior Reviewer
8 reviews 8 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
8 helpful votes 8 helpful votes
“Want to give it 5 stars but...”
4 of 5 stars Reviewed February 22, 2013

We vacationed at the Rosewood Mayakoba the week of Valentine Day and had a wonderful time. In many ways, it was definitely worth 5 stars but there were just enough "issues" to keep the experience from being a truly 5 star experience.

First, the good: The resort is beautiful, with the most beautiful and perfectly kept grounds. We had an over lagoon suite, which was absolutely gorgeous. The service was exceptional, but with a few lapses.

We found ourselves wishing for some written information, about the resort and it's services, to reference during our stay. This is the first hotel/resort that we have visited that had no such written information. We received a verbal orientation on arrival but, over time, we discovered things that we were not told in that orientation (e.g., the bicycle policy, the "Mayaoba Connection boat). Every room is asigned an am and a pm "butler" and our assumption, after the fact, is that they are meant to be the source of all information. At the time, we were a bit unsure what the role of our butlers was. With regard to our butler, and all others who served us, the hotel "service charge" implies that no tipping is necessary (in fact we were told that explicitly at check in). Tipping may not be "necessary" but it is certainly expected; we were told by one of our butlers that "most people tip". However, since we were already paying 16% for a "service charge", we found ourselves confused, and even a bit stressed, deciding who we should tip and how much.

The service was very good but there were some lapses. We had to request turndown service on our last night. The service in the restaurants seemed slow on most occasions. We booked dinner at Casa del Lago on Valentine Day and were not told it would only be prix fixe, which we did not want (we retired to our room for room service). The beach cabanas, of which there are few, were allowed to be "saved" by putting personal articles in the cabana. We observed cabanas being unused for hours before the "savers" arrived. We also heard one beach attendant accept the offer of a daily "tip" (i.e., bribe) to hold a certain spot each day for the "tipper". The beach area is quite small, having lost some beach to the hurricane in 2006, and we found the biggest congregation of children there. We spent most of our sun time at the pool, which was not very crowded, even though the hotel was almost full.

The restaurants: Casa del Lago and Punta Bonita were good, if not great. Prices for food were typical resort prices but wine and liquor were over the top. A bottle you could buy for $25 dollars would cost $150. We had sushi at Agave Azul and thought it was awful.

For us, the most negative thing about the resort was what was outside. Though beaches are public, ACCESS to the beaches is very difficult. Virtually all beach access is controlled by hotels, adventure parks and "beach clubs". We are avid snorkelers but never went snorkeling because there was no place to go that (a)would not be extremely crowded, and (b)cost nothing to use. For many, especially families with kids, the adventure/eco parks are very popular. We did not find the commercial nature appealing. Of course, Playa del Carmen has a typical tourist "beach town" feel.

The bicycles: There are not enough for every room and you cannot request that the next available be held for you. You have to keep going back to the bell desk and asking for availability. However, when you do get bicycles, you have them for the duration. Your room number is put on the bicycle and you keep it at your room until checkout. We did have our bikes "stolen" from the pool at one point but our butler found them and returned them.

Overall, we had a nice, relaxing vacation and we could definitely recommend the resort. The experience just did not live up to our favorite resort, to which we compare everything (The Four Seasons at Hualalai).

  • Stayed February 2013, traveled as a couple
    • 4 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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
graeme d, General Manager at Rosewood Mayakoba, responded to this review, February 25, 2013
Dear DasBoot214
Thank you for taking the time to review our property and so glad to know that you had a wonderful time overall.. Certainly a disappointment to read though that we did not create a flawless experience as we are relentless in ensuring each of our guests receive a fabulous experience that exceeds in every way. While our job is to anticpate every guest's expectations and ensure flawless delivery, I hope that all of guests know that if there is any moment where we do not create an exceptional experience we want to know before you leave so your butler, my staff and myself can take action.. I am following up with my team on all of you comments regarding gratuities, beach service and restaurant experiences, and bicycles. Your feedback is certainly important to us as is your experience in both the resort and outside. We have received many accolades from guests around the world comparing us to the Four Season Hualalai, Aman, and other world class destinations and can assure you most have given us the top honors.. In your case we missed the top rating, but will continue to work to ensure on your next trip back we are top on your list like many others already believe. Glad to know in the end you would definintely recommend and again truly appreciate your feedback.. Warm Regards...Graeme Davis.. Managing Director.
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871 reviews from our community

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    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
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NYC
Senior Reviewer
6 reviews 6 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed February 20, 2013

I just came back from this hotel where my wife and I spent 5 days without our kids. The hotel and the grounds are fantastic, the service is 5 star after 10 min on the property everyone know our name and everyone is so friendly. The beaches are beautiful and private no vendors. In addition the hotel is very kid friendly and Rosebuds the kids camp looks great. We hope to go back soon

  • 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
    • 4 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.
New York, NY
Top Contributor
143 reviews 143 reviews
58 hotel reviews
Reviews in 56 cities Reviews in 56 cities
64 helpful votes 64 helpful votes
5 of 5 stars Reviewed February 20, 2013

On a recent trip to the Riviera Maya I stayed at 2 hotels - both leading hotels of the world. Let me be the first to say there are leading hotels and there are LEADING HOTELS. Rosewood Mayakoba in incomparable. It is a small hotel with about 100 rooms spread out over a huge property. The rooms are on lagoons and gorgeous, spacious and sumptuously furnished. The bathrooms are to die for. Each room has a heated plunge pool and terrace. The food is expensive but outstanding. It is more like spa food and so inventive with subtle flavors. The staff is the most amazing and they go out of their way to learn your name and use it whenever they see you. They remember what you like and are only too happy to comply. The pools are gorgeous and not overly crowded. The main pool looks like something out of a Roman Era palace.

The only downside is the beach sand is gorgeous but when you step into the water is can be quite rocky. I love the beach and this was a bit of a disappointment. The staff tried to clear a path into the deeper water but that worked for the first 2 days and then the wind kicked up and brought more rocks into the shallow water. The staff of the beach and by the pool can't do enough for you and they constantly bring beach ammenaties from popsicles, to blood mary tastes to a cucumber eye treatment and head massage! You can't believe the service.

The spa is wonderful. I have never had such an incredible massage or one so expensive - sticker shock so ask first.

The beach and pool restaurants have delicious lunch food and great drinks. I loved the main restaurant Casa De Lago for dinner and breakfast. The beach restaurant for dinner was less expensive but not as exciting as the main restaurant. We did not try the Sushi restaurant.

We played tennis on great courts and the instructors were excellent and very reasonably priced.

The hotel is expensive - I think the least expensive room is $750/night during high season and then meals (except the sumptuous breakfast buffet) and drinks are extra. If you eat on property the food can be expensive too. If you can afford it you will have the experience of a lifetime.

Room Tip: Any room you can afford is phenominal. I've heard the overwater lagoon rooms are spectacular...
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  • 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
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
darmstadt
Top Contributor
160 reviews 160 reviews
75 hotel reviews
Reviews in 82 cities Reviews in 82 cities
107 helpful votes 107 helpful votes
4 of 5 stars Reviewed February 17, 2013

Very nice hotel, great location. Unfortunately the bungalow we were in showed signs of wear and tear ( torn upholstry) The staff of the hotel was extremely friendly and helpful. This could be a great place for a longer vacation (we stayed only 4 days) were it not for the restaurant situation. The menues offered in the restaurants were only 1/3rd of the size published in the internet and of what reception gave us. The food we had both at Punta Bonita and the main restaurant was definitely microwaved and tasted like it. The Agave Azul was an exception with passable Sushi and Sashimi. However the upholstry of chairs there were worn to the extreme - it was like sitting on wooden crossbars. The beachclub had a relatively small beach and the pool area was definitely too small for the number of guests congregating there.

  • Stayed February 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 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.
graeme d, General Manager at Rosewood Mayakoba, responded to this review, February 25, 2013
Dear Weinweber Darmstadt. Thank you very much for your review. I was please to know that you thought the hotel was nice and overall paradise.. However, I was certainly concerned to read about the flaws.. Please accept our apologies as we strive for flawless experiences with every guest and have received a tremendous amount of accolades on our service and condition overall. We have just opened within the past 5 years and have a meticulous preventative maintenance program with also a renewed investment of $1.6 million this past September to ensure our property is maintained to the best possible condition. I apologies for some torn upholstery and am checking to see where that damage came from and have repaired immediately. I am not certain of the menu confusion as our menus are extensive in all of our outlets with the freshest ingredients with no items ever cooked in microwaves.. For example, we have wood fired ovens in Punta Bonita for the freshest pizzas and lobster tacos that our guests rave about. I will certainly follow up to see where the confusion was. We have over 130 pools in the resort with every guest suite having their own private plunge pools and very large spacious pools at the beach, Casa Del Lago Restaurant area and an adults only pool at the Spa.. Certainly enough space for all to enjoy. We receive a tremendous amount of positive feedback regarding the beach with our many attendants providing up to 12 complimentary amenities per day for our guests including, chilled towels, Evian spritzing, sun glass cleaning, sorbets, gazpachos, ceviches to name a few. We have the longest stretch of beach in Mayakoba and certainly more than sufficient amount of space for all of our guests to enjoy.. I do hope you will give us another opportunity so that we can show you the best possible experience. Thank you again for your feedback. Warm Regards..Graeme Davis.. Managing Director
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London, United Kingdom
Top Contributor
108 reviews 108 reviews
37 hotel reviews
Reviews in 46 cities Reviews in 46 cities
59 helpful votes 59 helpful votes
5 of 5 stars Reviewed February 16, 2013 via mobile

Everything about this resort is superlative. From the warm welcome upon arrival, to the unashamed luxury of your suite which you approach for the first time by boat, to the gorgeous tropical gardens, soft white sandy beaches and turquoise sea.
The breakfasts are extensive with delicious delicacies from the bakery, fabulous selection of tropical fruits and of course cooked delights to satisfy the most discerning palette.
However, I keep coming back to the most important of all it's attributes, the staff. They are all to a man/woman-charming, helpful and solicitous. This place is only enhanced by their efficiency and goodwill.

  • Stayed February 2013
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London
1 review
5 of 5 stars Reviewed February 16, 2013

The best hotel...with the best service of any luxury hotel i have ever experienced. The warmth of every one of their team members from the hotel manager to the drivers of the golf carts that ferried customers around the complex was something very special...we could learn a lot from this team about great customer service over here in the UK.
Setting beautiful...accomodation of the highest quality...will definately go again,
Thank you :-)

  • Stayed February 2013, 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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed February 8, 2013

We absolutely loved the Rosewood Mayakoba. The staff arranged our private airport transportation at the last minute which we greatly appreciated. We arrived in style and were greeted by a most friendly staff. Their friendly hospitality continued throughout our stay. the staff was extremely attentive to all of our needs. Within minutes we were whisked on the boat to our deluxe overwater lagoon suite. The boat, the room (very comfortable and complete with outdoor shower and heated plunge pool), and the entire property is just beautiful. This is the prettiest resort we have ever seen. So lush, so intimate. Unlike the extremely large nearby Banyan Tree which we visited for lunch. Each of the resort's restaurants serve fantastic food and drinks. If you visit the RM, which has a very boutique feel, you can not miss the lobster tacos and desserts at the Punta Bonita (at the beach) restaurant. To die for! The Sense Spa is wonderful. We tried the romantic Sun and Moon journey that was an out of this world experience. It was expensive but worth every penny. Also, a pleasant surprise was the bike trails around the resort and to the neighboring resorts. However, once you are at the Rosewood Mayakoba there really is no reason to leave. One caveat: the beach is very small. Very clean, but pretty rough and not crystal clear. If you are a beach nut you may not be pleased.

  • Stayed February 2013
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 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.
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Additional Information about Rosewood Mayakoba

Address: Ctra. Federal Cancun, Playa del Carmen 77710, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Luxury Hotel in Playa del Carmen
#1 Spa Hotel in Playa del Carmen
#1 On the Beach Hotel in Playa del Carmen
#1 Top resorts Hotel in Playa del Carmen
#2 Romantic Hotel in Playa del Carmen
#3 Business Hotel in Playa del Carmen
#10 Family Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Rosewood Mayakoba 5*
Number of rooms: 128
Official Description (provided by the hotel):
Rosewood Mayakoba is situated on the Riviera Maya. This luxury resort in Mexico offers spacious suites and is located south of Cancun and north of the charming seaside village of Playa del Carmen.Surrounded by the emerald embrace of the jungle and caressed by warm Carribbean breezes, is a resort of rare luxury and indulgence. Rosewood Mayakoba is imbued with the unique spirit of Mexico's Yucatan Peninsula. A journey to this serene world, immersed in the dense green perfume of the jungle, captivates the soul with unimaginable tropical beauty,and pure, simple refinement. The ecological enclave of Mayakobá is a new, enlightened model of true luxury hospitality that celebrates the land without compromising it. Mayakoba embraces the government restrictions on development and mangrove preservation which has always been a top priority for the developers and designers. The Madrid-based construction company OHL, with 25 years of experience in Mexico, owned the land for many years before choosing how to build upon it. ... more   less 
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Also Known As:
Rosewood Mayakoba Hotel Playa Del Carmen
Rosewood Mayakoba Playa Del Carmen
Rosewood Mayakoba Riviera Maya/Playa Del Carmen, Mexico

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