Fairmont Mayakoba

Customer review rating (ALL Rating) 4.5/5 2,072 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  2,072 reviews

Customer review rating 5.0/5

Daniel L. Families - Confirmed reviews ALL

No complains

Dear Mr. L., Thank you for your kind feedback. We are delighted to know you and your family had such an excellent and comfortable stay with us. It is especially rewarding to hear your recognition of the cleanliness, accommodations, and overall service provided by our Heartists. We also appreciate your comments regarding WiFi accessibility and will continue working to enhance this aspect of the experience. This review has been shared to our IT manager for prompt action. We truly value your recommendation and look forward to welcoming you back soon for more memorable moments at your second home in the heart of the Riviera Maya. Best regards, Fairmont Mayakoba.

Customer review rating 5.0/5

Ann C. M. Families - Confirmed reviews ALL

Five beautiful days with the Passover Oasis group — delicious food, extraordinary facilities. I felt pampered from morning until night.

Dear Mrs. C., Thank you for your wonderful and heartfelt feedback. We are truly delighted to know you enjoyed five beautiful days with the Passover Oasis group and felt pampered from morning to night. It is especially rewarding to hear your kind words about the quality of our culinary offerings, the immaculate condition of the resort, and especially the recognition of the warmth of our Heartists. Your recognition of these details means the world to our entire team. It also means a great deal to us that you noticed and valued our sustainability efforts, from reducing single-use plastics to the use of electric golf carts. Your appreciation reinforces our commitment to preserving the natural beauty that surrounds us. We look forward to welcoming you and your family back soon for more exceptional and unforgettable moments at your second home in the heart of the Riviera Maya. Best regards, Fairmont Mayakoba

Customer review rating 3.0/5

Lee-ann Friends - Confirmed reviews ALL

The property is beautiful, however, the expectation of tipping culture is an embarrassment. I'm from North America so I always tip, usually leaving about 20 percent. I didn't enjoy this property as much because everywhere you turn people are expecting more and more tips, and, on top of that, you're charged a $17 USD per person "service charge" daily?! Please build that charge into the nightly price and stop hassling your customers - after all, this is Mexico, where the locals don't even tip. It is very uncomfortable and almost predatory. Staff need to be reminded that high gratuities are a bonus and not a demanded expectation or right! I also work in hospitality and I can't even imagine treating people like this.

Dear M. Lee Ann, Thank you for taking the time to share your candid feedback. We are pleased to know you enjoyed the beauty of the property, as well as the comfort, cleanliness, and overall facilities. At the same time, we sincerely apologize for the discomfort you experienced regarding gratuities and the perception of service pressure. This is not the experience we aim to provide, and there is no excuse for making you feel this way. We also regret the inconvenience with your folio at departure and the lack of proper follow-through. This has been shared for immediate attention with front desk director. Your feedback also has been carefully reviewed and shared with our Hotel Senior Manager and Executive Committee, particularly with our F&B Director, to reinforce our brand standards and ensure a more balanced, respectful guest experience in each outlet. Should you be open to it, one of our Executive Committee Leaders would greatly value the opportunity to connect with you personally and work toward restoring your confidence in us. Thank you again for your honesty. We truly hope to welcome you back for a more seamless and elevated experience at your second home in the heart of the Riviera Maya. Best regards, Fairmont Mayakoba

Customer review rating 2.0/5

Briony R. Families - Confirmed reviews ALL

My room was meant to have a canal view. I paid extra for it. It didn’t have one. After 3 days of complaining and constant follow up by me I was eventually moved and compensated. The food was either excellent or awful - not consistently good, same with the service. Overall I think my experience was seriously impacted by the Passover event that was being held. Lots of special activities put on for the guests celebrating this holiday, but nothing for those that were not. I can’t help but think if 70% of the hotel is being taken over by a special event for a long period of time, those not part of the event should be made aware. I particularly enjoyed being kept up by the night time BBQ and music that we were not part of! Hope this feedback is helpful. It was an expensive trip in a beautiful environment but my expectations fell short of what I paid.

Dear Mrs. R., Thank you for taking the time to share your detailed feedback. We are truly sorry to learn that your experience did not meet our Brand expectations. There is no excuse for the issues you encountered with your room assignment, the delay in resolution, and the condition of the minibar upon relocation. We sincerely apologize for these shortcomings. We also regret the inconsistency in service and dining, as well as the impact that the group event had on your overall stay and enjoyment of the resort. Your comments regarding communication, orientation upon arrival, and transparency around large events are extremely valuable and have been carefully shared with our Hotel Senior Manager and key leaders involved for immediate review and action. We do appreciate your recognition of the breakfast experience and the Heartist service certain positive aspects of your stay. Should you be open to it, one of our Executive Committee Leaders would greatly value the opportunity to connect with you personally to better understand your experience and work toward restoring your confidence in us. Thank you again for your honesty. We truly regret not meeting the stay you deserve and hope to have the opportunity to welcome you back for a more seamless and elevated experience. Best regards, Fairmont Mayakoba

Customer review rating 3.0/5

Steven B. S. Families - Confirmed reviews ALL

This is our 13th vacation at Fairmont Mayakoba. The furniture needs repair or replacement. Using the shower results in large puddles on the floor outside the shower. The Louvre sliding doors on the back door need repair or replacement. The hotel uses a fixed exchange rate for billing items that were quoted in US dollars with the result that the actual charge is more than the rates that were quoted.

Dear Mr. B., Thank you for your continued trust and for choosing to be returning for your 13th stay. Your loyalty truly means the world to us. While we are pleased to know you continue to value the cleanliness and service provided by our Heartists, we sincerely regret that aspects of your accommodation and overall experience did not meet our brand expectations. There is no excuse for the maintenance concerns you encountered, and we appreciate you bringing these to our attention. We also understand your frustration regarding the exchange rate applied, and we regret that this impacted your departure experience. Your feedback has been carefully shared with our Hotel Senior Manager and key leaders involved, including Engineering and Finance teams, for immediate review and corrective action. Thank you again for your honesty and for your long-standing loyalty. Should you be open to it, one of our Executive Committee Leaders would greatly value the opportunity to connect with you personally and ensure your future experiences reflect the standards you expect and deserve. We truly hope to welcome you back for a more seamless and enhanced stay at your second home in the heart of the Riviera Maya. Best regards, Fairmont Mayakoba.

Other web-users rate our hotel

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