TripAdvisor Traveler Rating

This resort never disappoints. The staff are very friendly and the customer service is top notch. The maid Guadalupe, and massage therapist Aldaberta were both amazing! We return year after year! Food and drinks are always awesome. The spa and golf are also excellent!

Extremely Disappointed – Room Flooded, No Real Help from Staff I’m extremely disappointed with the service and response we received during our stay. On Saturday night, a tropical downpour caused our room to flood. Water came in from the balcony due to a clogged drain, not just because of weather. Even if the balcony door had been open (which it wasn’t), a functioning drainage system would have prevented the water buildup. Instead, water accumulated and seeped into the room, soaking the floor and creating a serious hazard — it could have reached electrical outlets. Our suitcases were stored in the far end of the room, inside the closet. Yet they were still flooded, which clearly indicates the extent of the issue. I opened them the next day to find our belongings damp and reeking of mold. Most frustrating of all, even clean clothes that had been packed were now ruined. We called the front desk right after the flood, expecting prompt cleanup and assistance. Not only did staff fail to properly resolve the issue, but their attitude was dismissive and borderline rude. There was no apology, no offer to help salvage our belongings, and certainly no concern for the condition of the room or the risk it posed. This wasn’t just bad weather — this was a preventable maintenance failure and a total service breakdown. We are not asking for full compensation, but we did expect at the very least that the hotel would offer to clean and dry our wet clothes and help with the damaged luggage. That didn’t happen. If you care about your belongings or expect even basic hospitality, I would strongly advise looking elsewhere.

Luxury Akumal is not a luxury any more. Ocean front rooms require a maintenance, our room was in very poor condition. One day after rain our room was full of rain water as sewage system was overfilled. Our luggage was affected and filled with rain water. Bahía management disagreed to compensate it somehow. As we aware other guests were also affected due to rain, in our building and in another buildings as well, however management lied us that it happened with us only and disagreed it to compensate it somehow. In this case we are really unsatisfied with such inappropriate service for Luxury hotel.

On first impressions the hotel appears fabulous a beautiful luxurious reception area with welcoming reception staff. We stayed here in a party of 7, 5 adults andt 2young children aged 2 and 6yrs staying in 3 rooms. We were disappointed with our room allocation as we felt we had been placed at the back end of the resort furthest away from all facilities on the top floor with no lift and with 2 young children this was a slight problem. We were unable to change room unless we were separated in different blocks from each other which wouldn't have been good for us. Although there is a cart which drives around the resort and picks up/drops off at specific stops around the resort we often found them full so unable to use and as they were every 15/20 mins( which doesn't seem a long time but for kids it is especially in the heat.) we usually ended up walking much to the complaints of the little one. Our rooms were not the best we were in block 74 they had a musty smell and were in need of a renovation. We had a split in the bath and hand rail hanging off. The TV was tiny and didn't work for 6 out of the 10 days we were there. There was also rails missing from the stairwell stairs which was such a worrying hazard with having the young children. Our room allocation had clearly not been though out. My advise would be to ask for a room in blocks 5 or 6 which are close to all amenities There are 2 pool areas at this hotel and others which you can use as the 2 sister hotels. All pool areas are kept clean with plenty of sun beds available although people still reserve beds early in the morning, there really is no need. there is only 1 towel hut to accommodate all pool areas which is at the main pool. The waiter/waitresses will come to your sunbed and take your drink order which is great. HUGE ADVICE......................................................................... W e didn't know until we arrived at the hotel that you can pre book the a la carte restaurants 10 days before arrival on the Hotels App. These restaurants were fully booked for our entire stay and thus we had to eat in the main restaurant each day apart from 1, and although there isn't a problem with the food its just repetitive. The staff at customer services were unbelievably unhelpful and we felt like we were an inconvenience they really need some training in their skills. That said after a chance conversation with another guest in the pool we were advised to ask for Valentina we did and she was amazing and managed to get a space for us in the Italian restaurant for my daughters birthday. We were so grateful for her help, i just wish the other staff from GS had her skills she is a credit to the hotel. The beach area........ I would advise you to take water shoes at although it looks fab on the photos its incredibly rocky. Again there are plenty of sunbeds with no need to reserve and waiter/waitress service available. The beach bars make incredible cocktails of which there are too many to mention Overall not at bad hotel but Guest Services and lack of availability at the a la carte restaurants for me, let the hotel down. Would i return ........sadly the hotel didn't meet with our expectations so sadly no

This is a beautiful resort which we attended for our daughter’s wedding. There were plentiful staff on hand to cope with all our needs. Food choices and quality are excellent. There was no scrimping on the all inclusive food and drink. Any problems we reported were dealt with effectively. We stayed in the adults only section which was finished to a high standard with modern Jaccuzi bathroom and balcony to look out. All air conditioned. We did experience some excess humidity and were provided on request with a dehumidifier.