Fairmont Mayakoba

Customer review rating (ALL Rating) 4.5/5 2,053 reviews

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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  2,053 reviews

Customer review rating 2.5/5

Kristofor J. U. Business - Confirmed reviews ALL

AC was bad. Requested service and it was not fixed. Called again the next night and was told they looked at it but couldn’t fix it without a specialist. Offered to move me at 10:30pm the night before my checkout.

Dear Mr. J., Thank you for taking the time to share your detailed feedback. We sincerely regret that your experience did not reflect the standards expected from Fairmont Mayakoba. There is no excuse for the multiple inconveniences you encountered, particularly regarding the air conditioning, room cleanliness, service delays, and WiFi experience. We deeply apologize for the discomfort caused by the unresolved AC issue and understand how frustrating it must have been to only be offered a room move late in the evening before your departure. Additionally, the condition of the bathroom upon arrival and the minibar functionality are completely unacceptable and far from our standards. We are equally concerned to learn about the perception of slow and inattentive service throughout several areas of the resort, including dining and bar experiences. Your comments have been personally shared with our General Manager and the respective Executive Committee Leaders, and immediate follow up actions have been addressed internally, as we clearly fell short in delivering the level of service, responsiveness, and attention our guests deserve. At the same time, we appreciate your positive comments regarding the pool, sustainability initiatives, and especially your Spa experience. If you are open to it, we would truly appreciate the opportunity for one of our Executive Committee Leaders to connect with you personally to better understand your experience in detail and work toward restoring your confidence in us. Thank you again for your honesty and for bringing these concerns to our attention. We genuinely regret not meeting expectations and hope to have the opportunity to provide you with the seamless and elevated experience you deserved. Best regards, Fairmont Mayakoba

Customer review rating 4.5/5

Heike N. Families - Confirmed reviews ALL

We return every year for our week of sanctuary at the Fairmont Mayakoba. Thank you fur creating such a special place that feels like a home in the sun!

Dear Mrs. N., Thank you for your heartfelt feedback. We are truly honored to know Fairmont Mayakoba has become your yearly sanctuary and a place that feels like a home in the sun for your family. It is especially meaningful to receive your recognition as a valued ALL ACCOR Platinum member. Your continued trust and loyalty mean the world to our entire team. We are delighted to know you continue enjoying the beautiful surroundings, accommodations, and above all, the warmth and dedication of our Heartists. Your kind words regarding our bell staff, cart drivers, beach team, and La Laguna pool team will be proudly shared with them, as they will be thrilled to know they are such an important reason for your return year after year. Comments like yours inspire us to continue creating unforgettable experiences filled with genuine hospitality and care. We look forward to welcoming you and your family back very soon for many more memorable moments at your second home in the heart of the Riviera Maya. Best regards, Fairmont Mayakoba

Customer review rating 4.5/5

Ryan K. Families - Confirmed reviews ALL

Overall, we had a lovely stay. A few things I wanted to point out though. When we checked in, we were told that water bottles were included in our room, at the restaurants and at the pool. We were at the pool near Bassano, we were not charged for ordering bottles of water. When we were at Brisas for breakfast the following day, we were not charged for water. however, the same day we were charged for water at the pool near Brisas. We had a very awkward exchange with the supervisor (I believe his name was Alex). The next breakfast at Brisas, we were not charged for water, however, the third time we ate at Brisas, we were charged for water. Another, odd exchange with Alex. I get it, it's just water but there was an inconsistent message throughout the property. I would also recommend a grab and go restaurant that is open between the hours from when the pool food service closes and the restaurants open.

Dear Mr. K., Thank you for your thoughtful feedback. We are grateful to know you and your family had a lovely stay and enjoyed the accommodations, cleanliness, and overall experience throughout the resort. At the same time, we sincerely appreciate you bringing the inconsistency regarding bottled water charges to our attention. We completely understand how confusing and uncomfortable these mixed messages must have felt, especially after receiving different information throughout the property. Please accept our sincere apologies for the inconvenience and awkward interactions you experienced. Your feedback has been personally shared with our General Manager and Director of Food and Beverage, and the appropriate actions have already been addressed internally with the team involved at Brisas and other areas, as we clearly fell short of basic service and attention standards. We deeply regret making you feel uncomfortable during your stay, and there is no excuse for our lack of consistency and communication. We also greatly appreciate your suggestion regarding a grab and go dining option between pool service and restaurant opening hours, as well as your feedback regarding WiFi dead spots across the property. Insights like yours are extremely valuable as we continue enhancing the guest experience. If you are open to it, we would truly appreciate the opportunity for one of our Executive Committee Leaders to connect with you personally to further dialog about your experience and any remaining concerns, hoping to regain your full trust in us. Thank you once again for your honesty and recommendation. We look forward to welcoming you back soon for an even more seamless stay at your second home in the heart of the Riviera Maya. Best regards, Fairmont Mayakoba

Customer review rating 4.0/5

Emily N. Families - Confirmed reviews ALL

Overall, we had a wonderful stay at the Fairmont. First and foremost, all the employees of Fairmont were beyond gracious. The concierge service was second to none. Any issues brought to the concierge were addressed immediately. The location of our room right off the smaller pool was amazing. Hardly anybody was there. Hopefully we didn’t scare them off. We loved this pool!! Because there was no wait staff assigned to this pool, when we wanted a drink, there were plenty of employees around to get us a waiter. There were some housekeeping issues that needed a couple of reminders, like shower gel needing replaced and more water. Also, the bellhop offered to bring two more suitcase racks and hangers, which never arrived. All and all, we had a lovely stay at the Fairmont.

Dear Mrs. N., Thank you for your thoughtful and detailed feedback. We are delighted to know you had a wonderful stay and that the warmth of our Heartists, especially our Concierge team, made such a positive impression throughout your visit. It is especially rewarding to hear how much you enjoyed the location of your room and the tranquility of the pool area. Moments like these truly create a relaxing and memorable experience. At the same time, we sincerely appreciate your comments regarding housekeeping follow up and the items that were not delivered as promised. Please accept our apologies for these oversights, as well as for the condition of the jetted tub upon arrival, which should have been properly addressed. we fall short and there is no excuse for it. Your feedback has been shared with our housekeeping director to ensure better attention to detail and consistency moving forward. We also appreciate your note regarding WiFi access, as it helps us continue improving the experience. This has been shared with our IT manager for prompt action. Thank you once again for your trust and kind recommendation. We look forward to welcoming you and your family back soon for an even more seamless and enjoyable stay at your second home in the heart of the Riviera Maya. Best regards, Fairmont Mayakoba

Customer review rating 5.0/5

Daryl P. D. C. Couples - Confirmed reviews ALL

We appreciate the friendliness of the staff immensely.

Dear Mr. P. D. C., Thank you for your wonderful feedback. We are truly delighted to know you had such a comfortable stay and that the friendliness of our Heartists made a meaningful impression on your experience. It is especially rewarding to receive your recognition across all aspects of your stay, and we sincerely appreciate your loyalty as an ALL ACCOR member. We also value your comment regarding WiFi speed, as it helps us continue improving the overall experience, this has been shared with our IT Manager for prompt action. Thank you once again for your trust and high recommendation. We look forward to welcoming you back soon for more relaxing and unforgettable moments 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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  • 1,731 reviews 8.3/10 Service
  • 14 reviews 3.7/10 WiFi
  • 770 reviews 8.9/10 Amenities
  • 342 reviews 8.5/10 Vibe
  • 328 reviews 4.3/10 Value
  • 201 reviews 7.4/10 Cleanliness

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