Fairmont Heritage Place Mayakoba

Customer review rating (ALL Rating) 4.7/5 219 reviews

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Carretera Federal Cun Playa, Km 298, Mayakoba, 77710 Playa Del Carmen, Mexico

Description

Our accommodation(s)

Hotel location

Fairmont Heritage Place Mayakoba

Carretera Federal Cun Playa, Km 298, Mayakoba
77710 Playa Del Carmen
Mexico

GPS:20.687637, -87.027426

Telephone
Fax +52 984 206 3030

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
  • 100% Non Smoking Property
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.7/5  219 reviews

TripAdvisor Rating  5.0/5  74 reviews

Everything amazing

Customer review rating 5.0/5

Carolina S. N. Families - Confirmed reviews ALL

We had the best time with the family

Dear Mrs. S., Thank you for sharing your experience! We are thrilled to hear that you and your family had an amazing time. It was a pleasure welcoming you, and we hope to welcome you back soon for more memorable moments together. Warm regards, ERICK VIERA RESIDENCE DIRECTOR Fairmont Heritage Place Mayakoba, Riviera Maya

Perfect place, perfect people except Ana at the front desk who alone made hotel lost a star.

TripAdvisor rating 4.0/5

Alessio C Families - TripAdvisor review

I stayed with my family at hotel in a 3 bedroom residence, the place is incredible and room are amazing. You can be lucky and pass the best week of the year or you can find Ana at front desk, the worst person working in an hotel never found. She was rly bad welcomer and worst goodbayer ever found. We were lucky to have Monica as butler, she rly changed our vacation, she did everything to make us happy and satisfied. She is a woman who deserves to work in a 5 star hotel because she is fantastic and the best problem solver ever found, give her a promotion, if we will Come back is for her and not for the resort that is amazing, but people made the vacation, not definitely the place. Thank you Monica.

Thank you for taking the time to share your feedback with us. We are delighted to hear that you enjoyed your stay in our 3-bedroom residence and found the accommodations to be amazing. It is lovely to know that Monica made such a positive impact on your experience. We will recognize her exceptional efforts and share your kind words with her. Monica truly embodies the level of service we aim to provide, and we are fortunate to have her on our team. However, we are very sorry to hear about your unfortunate encounter at the front desk. This is certainly not the experience we want for any of our guests. We have noted your comments about Ana and addressed this with her to ensure future interactions reflect the warmth and professionalism our guests expect. Thank you again for your honest feedback. Despite this setback, we hope you will give us another opportunity to provide the seamless five-star experience you deserve—especially with Monica by your side. Best regards,

Great rooms for families

TripAdvisor rating 4.0/5

nyc892834 Families - TripAdvisor review

We had a really nice time on a family trip. 2 adults, 1 senior, 2 young kids. Pros: -The service was great. Our “butler” was incredibly responsive and helpful both before and on the trip, booking golf carts, restaurants, cabanas, the boat tour. She arranged groceries for us, helped with small requests etc. We have had a similar service at the auburge but this was far far better. -the food was generally good and not extortionately priced. The restaurants are remodeled and mainly split between the beach area and main pool. - the room layout is amazing for a family. We had a 3br mid floor which had a large living room and a nice plunge pool that the kids liked. It’s showing its age and hasn’t been remodeled like other parts of the resort, but still is a great accommodation for a family. -the beach pool and complex is new and very nice -the boat tour is fun. -housekeeping is fantastic. Punctual and thorough. Cons - hotel engages in extreme “greenwashing” which leads to inconveniences. Glass everywhere, including bathroom and by the main hotel pool. Glass bottles are placed by housekeeping in bathroom and on end table each day, but you can’t open them without a bottle opener. Let’s be real…the Mayakoba complex destroyed a lot of virgin forest to build a mega resort and golf course. But I guess if they use glass everywhere (maybe which has a higher co2 footprint than plastic) then it’s an “eco resort”. - not a huge fan of taking golf carts everywhere. It was generally easy and our butler was amazing arranging it for us, but you can’t just pop down to the pool or bar and I could see it being brutal in peak season - they play a scammy game with the exchange rate where they quote things in dollars (for example the resort fee, tips and the room charge) but then convert to pesos at a very high rate. If you write dollar tips on checks it’s converted at a high rate. Then you can only pay in pesos. It ends up costing a few hundred dollars. It’s tacky and left a bad taste in my mouth.

Thank you for sharing your detailed feedback. We are delighted to hear that your family enjoyed the spacious rooms, attentive service, and amenities like the plunge pool and boat tour. It is excellent to know that our butler service exceeded your expectations and that housekeeping was punctual and thorough. We also appreciate your candid comments about areas where we can improve. We understand that certain aspects, such as the use of glass and the reliance on golf carts, could be seen as inconvenient, and we will review this as we strive to enhance our guest experience. Fairmont has a long-standing commitment against plastic. Using glass as an alternative to eliminating the single use of plastic is part of our efforts to make our guests' experience and hotel operation more sustainable with the environment. Regarding the exchange rate issue, we sincerely apologize for any frustration this may have caused. We will review our practices to ensure more alignment with the daily rate of exchange fluctuation as much as we can. Your insights are invaluable and are crucial in our continuous efforts to provide the best possible stay for all our guests. We hope to have the opportunity to welcome you back for an even better experience in the future. Best regards,

Excellent stay

Customer review rating 5.0/5

A. F. Families - Confirmed reviews ALL

Everything was great

Estimado Sr. F., Muchas gracias por compartir sus comentarios en relación a su estancia en Fairmont Heritage Place Mayakoba. Es siempre un placer recibir comentarios positivos. Compartir sus comentarios en TripAdvisor (Fairmont Heritage Place Mayakoba) no solo sería un gran reconocimiento para para el equipo que hace esto posible, sino también una valiosa contribución para nuestra comunidad residencial. Esperando que su próxima visita en septiembre sea tan agradable como esta. Saludos cordiales, ERICK VIERA RESIDENCE DIRECTOR Fairmont Heritage Place Mayakoba, Riviera Maya

Beautiful property with lots to do.

Customer review rating 3.5/5

Sara S. Families - Confirmed reviews ALL

A raccoon got into our room before arrival, there were several cleaning people still in our room on check-in (about 6 pm). One room smelled horribly of urine, which made the entire unit smell badly. This took a few days of cleaning and re-cleaning the room. And finally after a deep cleaning on I think our third or fourth day into the trip was much better. This unfortunately put a damper on the overall trip.

Dear Mr. Sperry, Thank you for sharing your feedback with us. We're glad to hear that you enjoyed the beauty of the property and found the staff friendly and accommodating. However, we deeply regret the issues you experienced with your room upon arrival, especially with the unpleasant odor and the timing of the cleaning. We understand how these challenges impacted your overall experience, and we apologize for any inconvenience caused. Your comments are very valuable to us, and we will be addressing these concerns with our team to prevent similar situations in the future. Despite the setbacks, we're pleased to know that you still plan to return. We look forward to the opportunity to provide you with a much-improved experience on your next visit. Sincerely, ERICK VIERA RESIDENCE DIRECTOR Fairmont Heritage Place Mayakoba, Riviera Maya

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Other web-users rate our hotel

  • 24 reviews 8.2/10 Location
  • 31 reviews 7.2/10 Room
  • 86 reviews 8.5/10 Service
  • 40 reviews 7.5/10 Amenities
  • 20 reviews 7.6/10 Vibe
  • 13 reviews 8.8/10 Pool
  • 8 reviews 6/10 Cleanliness

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