TripAdvisor Traveler Rating

Mahekal was fantastic! The staff made it so special for our family vacation. Enrique our server at Las Olas was AMAZING! He knew what we wanted before we even had to ask. Personable and so professional. Also a special shoutout to the entire wellness and activities staff- Jesus, Alejandro and the most lovely young woman! Meditation, cacao ceremony…all of it! Highly recommend!!!!

This property is heavily misadvertised as a luxury, five-star, all-inclusive resort. In reality, the experience aligned far more closely with a two-star property, and it is not appropriate for families or anyone seeking rest, relaxation, or transparency. While the food overall was very good and a few servers were genuinely kind and attentive, the service lacked the refinement, consistency, and clarity expected of a five-star resort. Many aspects of the so-called “all-inclusive” offering were poorly defined. Basic items—such as vodka drinks, minibar water and steak were excluded without clear disclosure, creating repeated confusion throughout the stay. This is a management and marketing failure, not a staff issue. The physical condition of the property further highlights the disconnect between branding and reality. Landscaping throughout the resort is poor by luxury standards: grass is patchy, plantings are sparse, flowers are minimal, and there is visible trash in areas that should be meticulously maintained. Guests who regularly stay at true five-star resorts will immediately notice this. At a two-star property, this level of upkeep would be acceptable—at a supposed five-star resort, it is simply not okay. The room itself showed wear that is unacceptable at this price point, including a visibly stained couch. The resort is also located on a public beach, which significantly affects the overall experience and should be disclosed far more clearly to guests booking under the assumption of a private, resort-style setting. There is a noticeable and frequent security presence throughout the property, which creates the appearance of safety, yet the beach-facing room doors do not lock securely. This contradiction—heavy security alongside inadequate room-level security—is concerning and completely inconsistent with five-star standards. In addition, a wedding event was set up in a central, heavily trafficked area of the resort. At one point, we were required to walk directly through the wedding setup and guests in our bathing suits simply to access resort pathways. This was uncomfortable and avoidable, and it reflects poor planning and a lack of consideration for both resort guests and the wedding party. At a true five-star resort, events of this nature are managed seamlessly so regular guests are not placed in awkward or inappropriate situations. Most disruptive of all was the extremely loud nightclub-level music that began around 11:00 p.m. and continued until after 4:00 a.m. The music was so loud it shook the room and made sleep impossible. This is not occasional noise—it was relentless and completely incompatible with a resort marketed as a place to “reconnect with the earth.” Anyone traveling with children or hoping to relax should be aware that this environment is not conducive to rest. Checkout was the final confirmation that this is not a five-star operation. We were given a significant hassle over a single bottle of water from the minibar that was apparently not included. Like most guests, we reasonably assumed a bottle of water would be included, yet there was no clear explanation anywhere—written or verbal—of what items were included versus charged. We had not even opened the bottle and attempted to return it, but staff were confused, unsure whether they could take it back, and unable to explain how to resolve the issue. Daniel, our butler—who was consistently excellent and did everything he could—had to intervene, yet the situation remained unnecessarily chaotic. What should have been a smooth, professional checkout became frustrating and disorganized—an absolute disaster by luxury hospitality standards. Following these issues, we were offered complimentary room service if we would reconsider leaving a negative review. While gestures of goodwill are one thing, attempting to offset a fundamentally poor and misleading experience with incentives rather than addressing the underlying problems further underscores the lack of professionalism and accountability. Daniel deserves special recognition. He was kind, professional, and attentive throughout our stay, and many of the issues noted above were clearly outside of his control. Unfortunately, good individual employees cannot compensate for systemic problems. In summary, this resort is deeply misadvertised. The service lacks five-star refinement, the property is not maintained to luxury standards, the experience lacks transparency, and the environment is loud, inconsistent, and poorly managed. This is not a place to unwind, and it is certainly not suitable for families. Expectations should be set very carefully before booking.

Thank you to the Mahekal staff for another wonderful stay at our home away from home! Our concierge, Daniel, went above and beyond everyday to make sure we had everything we needed (even on his day off). And, of course, we so appreciate the beach staff and waiters who take such good care of us and make us feel so welcome, Alberto, Gilberto, Enrique, Manuel, Robert, Antulio, and so many others! Can't wait for our next visit!

I really wanted to like Mahekal Beach Resort, but unfortunately the experience started poorly and never improved. The check-in process was extremely slow and disorganized. It got to the point where I left for lunch and came back, only to find that the guest in front of me had just finished—meaning almost no progress was made while I was gone. The front desk staff appeared unengaged and not proactive. I understand official check-in times, but it was frustrating to walk past my room around 1:30 PM and see it clearly clean and ready, yet still be told to return at 3:30 PM. Since the room still wasn’t available, I went out for the day and returned at 9:20 PM, only to be told there was still a problem with my key. This was my third time at the front desk that day, and by then it was already around 9:30 PM. After giving the hotel the entire day to prepare the room, this level of disorganization was unacceptable. While waiting for my key, I noticed a brochure stating that a welcome drink is included for all guests. I had seen other guests receive one, but I did not. When I asked a bellman about it, I was told they were “very busy” and only instructed to give drinks to certain guests. At this price point, it’s not about the drink—it’s about feeling welcome, which I did not. The daily service charge is also frustrating because there was essentially no service. Basic things like towels, menus, or assistance felt like something you had to beg for. No one came to take my food order, yet the service fee was still charged. At the pool, I noticed a server repeatedly serving the same group of guests but never coming to my area. The WhatsApp hotel service was useless, as every inquiry was met with being told to contact someone else directly. Overall, the issue is the lack of professionalism, accountability, and basic hospitality. Promoting this as a five-star resort while referencing Forbes standards feels misleading based on my experience. One final note: avoid bungalow 123. It’s located next to a service path with staff trolleys running from early morning throughout the day, creating constant noise.

The place is beautiful and meticulously maintained. If you book online, realize the hotel almost never answers the phone or email if you have questions. This is no where near a 5 star property in terms of service despite the high price point. On arrival, we’re given a room with one king bed and a pullout even though we requested two queens by email back in May and confirmed by follow up phone call. No apologies. Simply that the room was not available. They try, but really miss the mark on customer service in almost every way. Front desk is just outright clueless or rude, depending on who you get. 1. Pool and beach towels run out at 9am. We were all asking for towels but were told they encourage only one towel per person and just kept telling people more towels were coming, but they consistently never showed up. Rationing towels at a beach resort? Absurd. They need to hire a consultant to learn the simple inexpensive ways to please guests. Do you know that stress of getting there early to get your beach chair, well same goes for getting a towel at this place. 2. There were 3 guests in our room. Always had to call to get 3, not 1, bath towel. We had to call to ask for more toilet paper (no extra rolls). Shampoo and soap in the room were empty. These are simple things that are easy to do without prompting. Amateur hour at guest services. Again low hanging fruit for pleasing guests. 3. Shower water is cold with minimal water pressure, sprays all over the place. Rooms are dark and moldy smelling. Breakfast is good, food is otherwise just fair, cocktails are made with mix. Rooms are super loud at night from nearby clubs. Not their fault, but you should know that if booming music while you're trying to sleep bothers you. 4. Many loungers at the beach have a “reserved” sign on them. My husband and I took two simple lounge chairs that were not reserved. When he got up to go to the bathroom, the attendant came up to me and said he needed the lounger for a family who was there for two weeks and reserved 6 chairs. How is his poor planning my problem? I refused to give up the chair and he left flustered. 5. Front desk is staffed by inexperienced people who can never help solve problems. Most look at you like a deer in headlights. Where’s the manager?! On checkout, we had to wait for them to walk to our room to check our minibar. When I asked for a copy of our charges in English, I was rudely told “this is Mexico and we speak Spanish here.” Next time, I suggest you just say “I’m sorry we don’t have that in English.” The list goes on and on. Would book somewhere else. Not worth the money or the very poor customer service. They just don’t care.