Fairmont Mayakoba

Customer review rating (ALL Rating) 4.6/5 2,203 reviews

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Fairmont Mayakoba - Image 1
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Carretera Federal Cancún, Playa del Carmen Km 298, 77710 RIVIERA MAYA, Mexico

Description

Hotel extras

  • Luxurious suites, nestled in the middle of the Mayan jungle, mangroves and the Caribbean Sea.

  • To visit: Archaeological sites of Tulum and Cobá, Puerto Morelos, and the Dos Ojos cenote.

  • Suites with private infinity pools overlooking the canal or in front of the beach.

  • Located a few miles away from the Xcaret park, the cenotes, beaches, Tulum and the Mayan ruins

  • A large choice of restaurants and bars to suit every appetite and craving

Our accommodation(s)

Hotel location

Fairmont Mayakoba

Carretera Federal Cancún, Playa del Carmen Km 298
77710 RIVIERA MAYA
Mexico

GPS:20.687637, -87.027426

Telephone
Fax +52 984 206 3030

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Shuttle
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.6/5  2,203 reviews

TripAdvisor Rating  4.5/5  7,905 reviews

Certificate of excellence 2024

Fairmont Mayakoba

TripAdvisor rating 5.0/5

Chris J TripAdvisor review

Took a family trip to Fairmont Mayakoba, and we couldn’t have been more delighted with the hospitality and amenities at this beautiful property. Everyone we encountered was so warm, friendly, and helpful. The staff at the Kids Club were particularly amazing! Carol, Montse, Reyby, Rebeca, Natalia, Lesly, Juanjo, and Cass are all worth mentioning. Our kids loved doing art projects with them and also met other kids that they became friends with during our trip. Once our two boys (8 & 7 years) experienced it that’s all they wanted to do! Thank you Fairmont Mayakoba for such a memorable family holiday!

Will come back!

TripAdvisor rating 5.0/5

marayrrr Families - TripAdvisor review

Fairmont Mayakoba was an experience like no other. Its location and natural aspect felt incredible; I do not regret going here. The beach is fantastic, and the rooms feel amazing. They are five out of five on the comfort scale. The only thing that was not perfect but still good has to be the customer service. We usually have to call twice to get the workers to do a task, but maybe it is natural for this country since everyone feels relaxed and time goes by slowly. One of my favorite experiences was the boat tour and our fantastic guide, Raphael, who made the tour very interesting. I want to mention two terrific servers: Armando in Bassano and Fausto in the lobby bar. They were very comforting; lastly, to conclude my review, I want to mention one last person, Sergio, the door guy. He was complaisant, and the conversation was enjoyable. Check-in and check-out were smooth and fast; thank you to Ana and the rest of the team. I will be coming back.

Disappointing Experience

TripAdvisor rating 3.0/5

Global303117 TripAdvisor review

During our recent stay at the Fairmont Mayakoba, we encountered several issues that significantly impacted our experience. Upon arrival, we were advised by the hotel staff to purchase bug spray. Following their recommendation, we visited the onsite store and bought a bug repellent for 550 pesos. Unfortunately, this product contained only herbal agents such as clove and orange, which proved to be ineffective against the mosquitoes. As a result, we were relentlessly harassed by mosquitoes, and our children were particularly affected, suffering numerous bites. Out of concern, I checked the CDC website and discovered that dengue fever is prevalent in the area and that the CDC advises using strong protection against mosquito bites. We raised our concerns with the front desk, highlighting the numerous mosquitoes in our room. While the staff acknowledged the issue and attempted to find us another room, they were unable to do so. This seems to be a significant downside of staying in the mangroves, which shield any breeze and likely contribute to the mosquito problem. On the last night of our stay, we realized that the restaurant staff were using more effective bug spray. When we asked the front desk if we could purchase some, they said it was not possible but acknowledged that their staff used DEET-containing spray. Fortunately, the kind staff at the sushi restaurant shared a bottle with us. While we understand that mosquitoes are a reality of the environment, especially given the design choices of the resort, we expected that a 5-star resort would at least provide (or even sell) effective repellent to its guests. Additionally, this is the first time in my 30 years of traveling that I had money disappear from my room. I noticed this after leaving the safe open. While this is an unforced error on my part, it does tarnish the luster of a 5-star resort, particularly at this price point. Moreover, the resort prices are exorbitant. We live in one of the "least affordable cities in America" and traveled with friends living in Switzerland, and the pricing we observed was surprising to both of us. If you are expecting any favorable pricing for your travel to Mexico, you will not find it here. For future travelers, I strongly advise reading the CDC warnings before your trip. Consider bringing your own effective mosquito repellent or choosing accommodation elsewhere if you are concerned about mosquito bites and the associated health risks. Also, be very vigilant with your valuables. Overall, our stay at the Fairmont Mayakoba was marred by these issues, and we hope that management takes steps to address the mosquito problem, security concerns, and pricing for the sake of future guests.

Dear GlobalI303117, Thank you for taking the time to share your detailed feedback regarding your recent stay at the Fairmont Mayakoba. We deeply regret the issues you encountered and the impact they had on your experience. We sincerely apologize for the inconvenience caused by the mosquitoes. We are taking immediate steps to ensure that effective mosquito repellent is readily available to our guests. We are also reviewing our current stock and practices to provide better options for mosquito protection. Regarding the disappearance of money from your room, we deeply apologize. Security is of utmost importance to us, and we take such incidents very seriously. To thoroughly investigate this matter, we kindly request that you provide us with more information via email. Please send the details of your stay and any other relevant information to Veronica.Matamoros@Fairmont.com. This will allow us to conduct a comprehensive investigation and take the necessary measures. In terms of the pricing of our amenities and services, we strive to provide value that aligns with the quality of our offerings and the overall experience we aim to deliver. However, we understand your concerns and will take your feedback into consideration as we continually review our pricing structure. Once again, we apologize for the disappointing aspects of your stay. We hope you will consider giving us another opportunity to provide you with the high standards of service and comfort that you rightfully expect from Fairmont Mayakoba. Thank you for your understanding and patience.

Third visit, and it keeps getting better!

Customer review rating 5.0/5

Beatriz S. Families - Confirmed reviews ALL

We have made a family tradition to visit the Fairmont Mayakoba once a year, since the very first time we all fell in love with the hotel, the whole Mayakoba complex and the Fairmont Mayakoba family. This was our third visit and we can’t wait to go back, hopefully soon!

Normally amazing experience at fairmont confounded by mosquito deluge

Customer review rating 2.0/5

Anonymous Friends - Confirmed reviews ALL

We’ve been to this resort a dozen times and love it there but perhaps because of the heavy rains and hurricane right before our trip, the mosquitos were insane. The property needs to do a much better job spraying after these events given all the swampy canals and mangroves. We kept seeing raccoons! We’d never seen those before either. Even they knew the resort wasn’t operating optimally. Also it was a OVERRUN with kids. So if you have kids maybe this is a plus. It was not for us haha we also got food poisoning but I’m not sure

Dear Soma G., Thank you for taking the time to share your feedback about your recent stay with us. We are delighted to hear that you have enjoyed your visits to our resort in the past, and we appreciate your continued support. We are sincerely sorry to learn about the issues you encountered during your recent stay. The mosquito problem, exacerbated by the heavy rains and hurricane, is certainly not the experience we aim to provide. We will review and enhance our pest control measures, particularly in areas affected by such weather conditions, to ensure a more comfortable environment for our guests. We also regret that the presence of raccoons and a high number of children during your stay impacted your experience. We strive to offer a pleasant atmosphere for all guests, and your feedback will help us address these concerns more effectively. Your feedback is invaluable to us, and we hope to have the opportunity to welcome you back for a more enjoyable stay in the future.

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