TripAdvisor Traveler Rating

I have sent this review directly to the manager of the property, followed up, and still have not heard a response. This, in of itself, shows the proof of the lack of customer service this property provides. I recently checked out of Mahekal Resort following what was intended to be a relaxing girls’ getaway. Unfortunately, our experience did not meet expectations, and I wanted to formally document the numerous concerns we encountered during our stay. From the beginning of our stay, the property significantly under delivered compared to what was advertised on the website and represented at booking. The check-in process immediately created unnecessary stress. Upon arrival for reservation for 2 rooms, we received keys for room 108, and staff confirmed that room 113 “was all good.” During payment processing, the employee in training repeatedly stated she was unsure how much to charge us. It was concerning that she appeared to have no direct supervision or support while handling guest billing and credit card transactions. (We had booked a separate 1 night stay prior in room 113 and confirmed in advance the transfer to the new reservation would be seamless). Later that day, pool staff approached us regarding checking out of our current room. We then contacted the concierge team through WhatsApp and were reassured there were no issues and that the matter had already been addressed internally. However, later that evening, our key stopped working entirely. Carlos at the front desk refused to issue a replacement key—even though all of our personal belongings remained inside—until we paid an alleged outstanding balance. When we requested management assistance, Carlos informed us there was no manager onsite who could make a decision or assist with escalation. Both rooms for the dates of 5/22–5/25 were booked under one reservation, so it remains unclear why charges were separated by room number during check-in in the first place. Additionally, the all-inclusive package did not reflect the value or experience that was advertised. The website promotes three restaurants, yet only one restaurant was open for dinner service during our stay, which is unacceptable. There was also no disclosure that guests on the all-inclusive package are restricted to a separate limited menu compared to non-package guests. Carlos later confirmed this was intentional. At our 7:30 PM dinner reservation, we were informed that multiple menu items were unavailable. Due to the poor food quality and limited options, we ultimately had to leave the resort to find dinner elsewhere, resulting in additional unplanned expenses and safety concerns that should not occur during an all-inclusive resort stay. We were also repeatedly served tap water instead of bottled or properly filtered water. Safe drinking water should be a basic expectation at any resort property. Food and beverage service throughout the property was inconsistent as well. On Saturday, lunch service was available at the Las Olas pool, yet on Sunday we were told the same service was unavailable. There appeared to be no consistency in operations or guest communication. Another major concern was the lack of access to drinking water outside restaurant operating hours. Housekeeping never restocked the minibar during our stay, including bottled water. When we asked the concierge where we could obtain water after the restaurants had closed, we were told there were no available options. This is a serious safety and hospitality concern. Additionally, the phone in one of our rooms was nonfunctional for the entirety of the stay. In the event of an emergency, there would have been no reliable way to contact staff from the room. Most concerning, one member of our party has a documented banana allergy, which was communicated repeatedly at the restaurants and bars. Despite this, she was still served the Mahekal cocktail containing banana, resulting in an allergic reaction. Given the nonworking phone in room, this situation could have escalated far more seriously. I do want to note that Armando and Robert were INCREDIBLE at the Las Olas pool. They were the highlight of our entire stay. The grounds were stunning despite the seaweed, which cannot be controlled. Finally, after reviewing my confirmation emails alongside the charges posted to my credit card, I believe there are inconsistencies in the billing. I requested a full and itemized statement for my reservations, as the statements provided throughout the stay appear inconsistent, and I have yet to receive this. Given the numerous operational failures, safety concerns, billing confusion, and the significant discrepancy between the advertised experience and what was actually delivered, I would NOT recommend staying at this property.

RUN AWAY FROM THIS RESORT! We booked here and after reading the refund policy, we then booked a 2nd better suited room and then decided we had to cancel for timing reasons. We initiated refund process and initially got an email that the refund process was started and “not to worry”. We were not happy it would take up to 3 months for a refund especially since we cancelled within 48 hours of even making the reservation and well within the refund policy guidelines! Well 3 months have come and gone and no refund issued and now no response to our emails! We have initiated charge back process with our bank and will also report this business to all the relevant agencies but do not book with this horrible place!!! Absolutely unacceptable and many many reviews reporting the same thing!

Dont make a reservation with this hotel, you want get your money back if you cancel your trip even if you have a fully refundable reservation. I had a reservation that was fully refundable and i had to change it. After some time i e-mailed them and get the ansver that it will take upp to 95 business days to get the money back. After 105 business days i contacted them again and ask for my refund, but they dont answer me, and i still have not get my refund back. Hopefully Mastercard can help me

Enjoyed our morning breakfast with Enrique. Staff was great.

I stayed here for 5 nights with my husband and a 5 year old. We had an amazing time here, but genuinely I do think, other extras was not worth it. I would only go back for the same room - 45 (Ocean View Palapa). Location was superb! We could walk to Oxxo to get whatever we need - popsicles, snacks, beer, wine, tequilla and coffee! Yes, we only got coffee in the room for the 1st night. For anymore coffee.. struggle in the morning or walk to Las Olas. All their trained staff on ground were so warm, welcoming and always greeted us with a smile. I would highly recommend their Spa - I had the best therapist in my experience. I got the Checkout Coupon that costed me USD 79 for 50 min. It was worth it. I would like to call out the name of my therapist - Oseaos who is just brilliant at his work. I would like to call out the amazing entertainers - Alejandro and Fanny who did take all the efforts to take care of the guests from age 3-60. My kid enjoyed the Braids and Sparkle, Paint the Turtle, Pinata and she was just immersed in the experience that I really really take back with me. I enoyed the Aquaaerobics and Bingo and also won! So special thanks to them for making it memorable for my family. We booked room-only for the first night and took half-board from the second night onwards thinking we're all set with the Breakfast and Dinner. I had very high hopes from the breakfast, but honestly, I wasn't too impressed. For dinner, if you choose to go Fuego (as opposed to buffet at Las Olas), you can only order anything within MEX 400 per adult. I understand that its a speciality restaurant and a really good one, but their menu has high prices which made me do the math all the time - something like - 400 minus 275 etc etc.. plus the tip. So that made me just check-out instead of putting the beautiful experience of the food that I just had. Also, note that half-board does not include any drinks - not even non-alcoholic. I was better off going for ala-carte, honestly. Tip to the hotel: Instead of putting a number limit, you could consider including something like - 1 app, 1 entree and choice of dessert/drink so that people are not doing the math even after paying for the package. I also used their Snorkel Service (for an extra charge) from "Dive Riviera Maya" who sits next to Starbucks. I would like to say, it was really a great experience for my family, despite the weedy way to get to the ferry, the guide Charlie and his assistance were awesome! One thing I was really disappointed was when I had requested them a night before for the late checkout they said they can accept late checkout until 1pm without any cost. But when we went to confirm at 11:30am, I was told I had to leave in 30 mins. My 5 year old was really hungry and we were leaving for lunch thinking we have time until 1pm. The receptionist asked me - do you have proof? and then he said you have 30 mins after that I will charge you. That left such a sour experience for me, I can't even explain how I felt that time. Like I'd let go of a lot of little flaws as I'm pretty well travelled, but somethings can just wash away the best memories you wanted to carry and return with same level of service and warmth. Its pure business, I get it. I would only return for the room. I would recommend against taking any package. Just pay as you go.