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We stayed at this resort for what was supposed to be a relaxing getaway, but unfortunately, our experience fell far short of expectations for a property of this caliber. The Beach/Seaweed Issue: Before booking, I specifically asked about the seaweed situation since we had stayed at Banyan Tree about five years prior and remembered it being an issue. I was assured that it was no longer a problem and that the water was crystal clear because they clear it out regularly. However, when we arrived, the seaweed was terrible and significantly impacted our beach experience. The seaweed made the whole beach and beach pool smell. When we brought this up to staff, we were told that the water was clear on the day I had originally called - which is completely irrelevant since we booked for two weeks later. This felt deceptive and like we were purposefully misled. Service and Food Quality: The overall service and food quality were disappointing compared to most Rosewood properties and almost all 5-star hotels we've stayed at. The standards simply didn't match what you'd expect from a luxury resort. The food itself was subpar at best - the breakfast wasn't great at all, and we tried to get a simple latte almost every time it was done wrong. The Italian restaurant was some of the worst Italian we've ever had anywhere. We were paying Michelin star prices for food thrown on a plate by someone who seemed to be learning a recipe for the first time. During our over week-long stay, we found ourselves consistently trying to hunt for staff when we wanted to get anything done or get any food or beverage, both at the pool and the beach. It became a running joke among our group because we knew we wouldn't be able to get any service. Lack of Service Recovery: What was most frustrating was the complete lack of effort to address our concerns during our stay. When we brought up these issues, we were essentially dismissed without any attempt to make things right. Not even a small gesture like complimentary breakfast was offered to acknowledge our disappointment - not even a sincere apology. We felt like our concerns weren't cared about whatsoever. The Few Positives: I should mention that Gerry, our butler, was great and attentive - he's the only reason this isn't a 1-star review. The housekeeping was also immaculate throughout our stay. Bottom Line: We won't be returning. For the price point and reputation, this resort should deliver a much better experience. There are many other luxury properties that actually care about their guests and deliver on their promises.

Main issue-lacking service. Feels like 3-4 star that is super old. This is our 5th time at Rosewood mayakoba. And this will be our last. This trip has been a disappointing. Spa & main pool under construction, employees on their personal phones instagram in the restaurants. huge raccoon problem, yes raccoons everywhere. At dinner, we saw 5 raccoons on tables and run across the dining area. The quality of food has gone downhill, and hotel is understaffed! Our first trip to rosewood mayakoba was magical. The general manager made a huge positive impact on the staff. Every employee would greet you, and pool & beach attendants would assist, and food was absolutely delicious. Food is meh, the Mexican fiesta and La cieba both felt like a buffet. All the meat you can eat mexicsn fiesta -they ran out of ribs by 8p.! The spa is run down. Hydrotherapy is now coed during construction. The servers reminded us that the tip is not included and asked us to pick one of the options 28,20,25%. This was Not 5star experience. The beach is so little now, and super gross w seaweed. Tip: Opt to stay at hotel essencia, Chable maroma, or even Nizuc instead of rosewood. It has drastically changed this past year. This will be our last time we vacation here. Rosewood mayakoba needs new management, or something needs to happen. We were t the only ones that were unimpressed.