Hotel is OK, but not a 5-Star
Posted Jan 12, 2017
This was the third time we stayed at Mayakoba, but our first time with Banyan Tree. We were looking forward to staying with Banyan Tree as it has a good reputation in Asia.
The staff are friendly and very responsive to the requests....however to be qualified for 5-Star they need to be more proactive and pay attention to details. For example, we travelled with our daughter so I booked the hotel for 3 adults and paid extra charge for the 3 third person....but none of the amenities allowed for the 3rd person. When we checked in, the receptionist told me that they noticed there were 3 of us, therefore they would set up an extra bed. They communicated as though they were doing us a favor, meanwhile I expected this had been done before we arrived. During the stay, they only gave us two bathrobes, two amenities kits, two sets of towels, only two lounge chairs in the patio etc....I gave up asking after the third asks...although they responded very timely, I was just tired of repeating the requests.
In addition, I was asked the timing for the turndown service in the evening....even I specified 7pm, the housekeeper showed up at different time (except 7pm). We felt bad asking them to come back later but at the same time it did not feel right to have a "stranger" in the room while we were changing for dinner.
We were also disappointed that there was no sauna facilities in the resort.
In summary, this is an expensive hotel without the "wow" factor.
Comment from Hotel Management
Jan 23, 2017 by Peter Hechler., Hotel Management
Dear Betty, Many thanks for sharing your experiences with future travelers, commenting on your feedback concerning the decoration and furniture of the hotel, I would like you to know that we have future projects that involve renovation of our furniture and villas. Please accept my apologies for the inconsistencies in service, I never like to hear such comments nevertheless I appreciate your honest opinions and this will assist us to ensure we maintain focused on providing only the very best to our guests. All comments have been addressed and I can assure you that immediate improvements have been made. We very much regret that not all aspects of your stay were up to your expectation and still hope you eventually would give us another chance. Kind Regards,