Fairmont Mayakoba

Customer review rating (ALL Rating) 4.5/5 2,215 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 3000

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  4.5/5  2,215 reviews

Customer review rating 4.5/5

Emilie H. Families - Confirmed reviews ALL

Overall, we had a very nice stay. The hotel has a fantastic location right on the beach, and the small internal roads make it great for cycling around the property. The restaurants are very nice, the staff are friendly and service-minded, and everything felt brand new and beautifully designed. There were, however, a few downsides. At times the hotel felt a bit too commercial — for example, they allow outside guests into the restaurants, which sometimes made it difficult for hotel guests to get a table. Since the hotel is not really close to other dining options, this became a noticeable inconvenience. During busy weekend periods, operations also seemed to struggle: restaurants were fully booked, breakfast had long lines, and communication from the concierge and reception was not always clear.

Customer review rating 5.0/5

Chandni S. Families - Confirmed reviews ALL

Food drinks, the room and the upgrade were all amazing

Dear Mrs. S., What an incredible compliment. Thank you for describing your visit as the best stay you have ever had. We are thrilled to know that the food, drinks, room, and upgrade all exceeded your expectations, and that every aspect of your family stay, from arrival to departure, was perfect. Your recognition of our accommodations, breakfast, cleanliness, WiFi, sustainability efforts, and especially our team of Heartists means so much to us. We are also grateful for your loyalty as an ALL Accor member and for your strong recommendation of both the resort and the loyalty program. It would be our absolute pleasure to welcome you and your family back for another unforgettable stay in the heart of the Riviera Maya. Best regards, Fairmont Mayakoba

Customer review rating 5.0/5

Sylvia P. Couples - Confirmed reviews ALL

Only feedback is I’d love some more options for evening with music/entertainment as well as few more casual spots to pick up something to eat like Cafe Maya

Dear Mrs. P., Thank you for your wonderful review and for sharing your experience with us. We are delighted to know that you found the property beautiful and our team wonderful. Your recognition of our Heartists Jhovany and Marlon, Butler Team, as well as Ana at check in, truly means a great deal. We will be proud to share your kind words with them. We also sincerely appreciate your thoughtful suggestions. Expanding evening music and entertainment options, along with offering additional casual, quick bite venues similar to Café Maya, is valuable feedback. Your comments have been shared with our Food and Beverage and Entertainment teams for review and action, as we are always looking for ways to enhance the guest experience. Thank you again for your strong recommendation. We look forward to welcoming you back for another memorable stay in the heart of the Riviera Maya. Best regards, Fairmont Mayakoba

Customer review rating 2.5/5

Tiara C. Families - Confirmed reviews ALL

We stayed at Fairmont Mayakoba for four nights last week as a family of four (two adults and toddlers ages 1.5 and 3). The property itself is absolutely beautiful, and there were many aspects of our stay that we genuinely loved. The grounds are stunning and meticulously maintained. We appreciated the variety of pool and beach options, which made it easy to find spaces that worked well with young children. The breakfast buffet was excellent: abundant, high quality, and consistently one of the highlights of our mornings. Our casita was gorgeous, private, and very comfortable, with excellent beds. The crib was full-sized and there were thoughtful touches like baby toiletries and kids slippers. The boat ride through the canals is a special touch that adds to the magic of the property. Staff were warm and friendly in their interactions. Unfortunately, several significant issues affected our stay and may prevent us from returning. First, our hot water did not work properly for three of our four nights. One evening, the bath water was so cold that my children were shivering with blue lips in the tub, and I had to remove them and sponge bathe them instead. The shower water was room temperature at best-- uncomfortable and not what one expects at a luxury resort. I called daily about the issue and was consistently told, “We’ll fix it right away.” Each time, it felt as though it was the first report. On our final morning, someone finally explained that the issue was a system limitation due to high demand and cooler evening temperatures, which they could not fix. Had we been told that upfront, we would have adjusted expectations. Instead, we were assured daily it would be resolved, and it never was. At this price point, reliable hot water is a basic expectation. Second, our bathtub drain did not function properly. Once closed, it could not be reopened without prying it out with a sharp object. We reported this every day and were told it would be fixed “right away,” but it never was. As a result, we could not drain the tub after bathing the children (including after our baby had an accident in the bath) which was extremely inconvenient and unsanitary. Third, raccoons repeatedly attempted to open our balcony door at night, making significant noise while trying to get in. To be fair, there is a notice on the balcony door reminding guests to keep it locked due to wildlife, and we did leave it unlocked briefly on our first evening, at which point raccoons entered the room. After that, they returned several times each night to test the door at all hours. While wildlife is part of the natural setting and we understand that, the repeated nighttime disturbances were stressful and sounded like a person trying to break in. Finally, on our last night, housekeeping failed to arrive despite multiple assurances. On prior evenings they had come around 5:30–6:00 pm. That evening, when they had not arrived by 6:40, we called and were told they would come within five minutes. Based on that, we immediately left for an evening walk with our toddlers to give them space. We returned at 7:25 and saw the cleaning cart nearby, so we assumed they were finishing up and continued our walk. When we came back at 7:40, we discovered they had not come at all. We were then told the message had not been communicated to housekeeping. We had structured our evening around the assurance that they were “coming immediately,” and instead spent an hour walking two increasingly exhausted toddlers unnecessarily. If they had simply told us it was not possible that evening, we would have adjusted our plans. The issue was less the delay and more the repeated promises without follow-through. As for dining, the food overall was good, though priced at typical high resort premiums. Fuego, which was our most expensive meal, was unfortunately our most disappointing food-wise. That said, the setting was absolutely breathtaking: dining in the sand on the beach at sunset is undeniably special. We just wished the food had matched the extraordinary location. In summary, Fairmont Mayakoba is a stunning property with many strengths. However, at this level of pricing, reliable hot water, functional plumbing, and clear, honest communication are baseline expectations. We truly wanted to love our stay, and parts of it were wonderful, but the repeated lack of resolution and follow-through left us disappointed.

Dear Mrs. C., Thank you for taking the time to share such a detailed and thoughtful review. We are truly grateful for your honesty, and we sincerely regret that your experience did not reflect the level of excellence we strive to deliver, especially during a family stay with young children. It means a great deal that you recognized the beauty of the property, the breakfast experience, the comfort of your casita, and the warmth of our Heartists. However, we are deeply concerned by the service breakdowns you described. Reliable hot water, fully functioning plumbing, and clear, consistent communication are not luxuries. They are fundamentals. We sincerely apologize for the repeated assurances without resolution regarding the hot water and bathtub drain. That lack of follow through is not acceptable, and we understand how frustrating and uncomfortable this must have been for you and your children. We are equally sorry for the housekeeping miscommunication on your final evening and the stress it caused after you adjusted your plans based on our assurances. The issue is not the delay itself, but the breakdown in coordination and accountability, and we take that very seriously. Regarding wildlife, while we are proud of our natural surroundings, we understand how repeated nighttime disturbances could feel unsettling, particularly with toddlers. Your feedback has been reviewed with our Security and Engineering teams to assess mitigation options. Please rest assured that your comments also have been formally shared with our Senior Management team for immediate review. This is not feedback we take lightly. If you are open to it, we would sincerely appreciate the opportunity for a member of our Executive Committee to contact you directly. We would like to better understand the details of your stay, address your concerns personally, and explore how we may restore your confidence in a future visit. Thank you again for your transparency. We truly regret that your experience fell short of expectations, and we hope we may have the opportunity to reconnect. With sincere apologies and appreciation, Best regards, Fairmont Mayakoba

Customer review rating 5.0/5

Kirsten R. Couples - Confirmed reviews ALL

We just got back from 6 days in an ocean front casita with pool. The suite is very spacious, location is excellent. Its our third trip to the hotel over the past 10 years. Its nice to see how the gardens are maturing and how well maintained the property is. The improvements in the suites, bars, restaurants and spa are top notch. Service is perfect, friendly and attentive but not over the top, it feels genuine. Food was excellent at every restaurant. We will be back.

Dear Mrs. R., Welcome back, and thank you for continuing to choose Fairmont Mayakoba over the years. Knowing this was your third visit in the past decade makes your words especially meaningful to us. We are delighted that you enjoyed your ocean front casita with pool and appreciated the spacious layout and prime location. It is wonderful to hear that you have noticed the gardens maturing and the care invested in maintaining and enhancing the property. Your recognition of the improvements to our suites, restaurants, bars, and spa truly encourages our entire team. We are especially pleased that the service of our heartists felt genuine, friendly, and attentive without being over the top. That balance is exactly what we strive for. It is also a joy to know that you found the F&B experience excellent throughout your stay. Thank you for your loyalty as an ALL Accor Silver member and for your strong recommendation. We look forward to welcoming you back for many more memorable stays in the years to come at your second home in the heart of the Riviera Maya. Best regards, Fairmont Mayakoba

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