Fairmont Heritage Place Mayakoba

Customer review rating (ALL Rating) 4.7/5 272 reviews

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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

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

Find out more

ALL Rating  4.7/5  272 reviews

TripAdvisor Rating  5.0/5  59 reviews

Disappointing experience

Customer review rating 1.0/5

Anonymous Families - Confirmed reviews ALL

Unfortunately, our experience fell far short of the five-star quality we expected and paid for. Firstly, the overcrowding was excessive, making it feel more like a hassle than a luxury retreat. Waiting for transportation between points A and B felt interminable due to the insufficient number of carts available. Additionally, the scarcity of amenities such as sun beds and cabanas left us feeling unable to fully enjoy the property. Moreover, the service provided by our butler was lackluster at best, and the check-in process felt impersonal and akin to being herded like cattle. The only bright spot was the manager, Rocky, whose apologetic demeanor and efforts to rectify the situation were appreciated. His assistance in securing dinner reservations, despite our butler's insistence to the contrary, was commendable. However, our dissatisfaction extended beyond the accommodations. When seeking recommendations for family-friendly activities, we relied on the expertise of your concierge. Regrettably, the water park suggested was ill-suited for children of my kids' ages, leading to a disappointing outing upon our arrival. Overall, our experience at your resort failed to meet the high standards we anticipated and were promised. As valued patrons, we expected better service and attention to detail. We sincerely hope that you will address these concerns promptly to ensure that future guests do not encounter similar disappointments.

Dear Mr. Zapata, We sincerely apologize for falling short of your expectations during your recent stay at Fairmont Heritage Place Mayakoba. It is disheartening to hear about the overcrowding and transportation challenges you faced, as well as the scarcity of amenities and lackluster service from your butler. Your feedback is invaluable to us. We have duly noted your concerns regarding the check-in process, lack of personal attention, and the inconvenience caused by the water park recommendation. We are truly sorry for any disappointment or frustration these issues may have caused. We appreciate your recognition of Rocky's efforts to rectify the situation and assist with dinner reservations. Your feedback regarding the sewer-like odor in the master bathroom has also been forwarded to our maintenance team for immediate attention. We understand your concerns and assure you that we take them very seriously. Rest assured that we will address these issues promptly to prevent similar experiences for future guests. Please note that the situations you experienced were an exception to our standard practices; therefore, a credit refund of $1,900 dollars will be issued to your American Express account ending XXX6009. Thank you for bringing these matters to our attention, and we sincerely apologize for any inconvenience caused during your stay. We look forward to the opportunity to welcome you back in the future and provide you with the exceptional experience you deserve. Sincerely, ERICK VIERA RESIDENCE DIRECTOR Fairmont Heritage Place Mayakoba, Riviera Maya

Customer review rating 5.0/5

Frankie Families - Confirmed reviews ALL

Always welcomed by a terrific team.

Dear Mrs. F., Thank you for your kind words! We are delighted to hear that you always feel welcomed by our terrific team. Ali, Mariana, Diego, Ana, Dulce, and Brissey are exceptional members of our staff, and we're thrilled that they have contributed to making your stays memorable. We appreciate your recognition of their efforts, and we will be sure to pass on your compliments to them. We experienced interruptions in the internet service during your stay, which the supplier has corrected. We look forward to welcoming you back again soon for another wonderful experience! Sincerely, ERICK VIERA RESIDENCE DIRECTOR Fairmont Heritage Place Mayakoba, Riviera Maya

Great stay at heritage for multiple families

TripAdvisor rating 4.0/5

chicago31 Families - TripAdvisor review

Would give 4.5 if half stars were available. First trip to mayakoba area and stayed in a 3 bedroom villa at heritage place with 4 adults and 4 kids (6, 6, 4 and 3). Villa was the perfect set up for us and really spacious. We loved the heritage place pools-had them to ourselves most afternoons. The grounds are beautiful and loved the jungle and lagoon surroundings- made for way more interesting trip than a typical u-shape hotel on the beach in riviera Maya. Hotel did a good job with service considering it was the busiest week for spring break so some hiccups and longer waits are to be expected. Our villa was not ready by 4pm check in which was frustrating after a very long travel day but Daniel our butler and hotel management worked with us to make things right and we appreciated that so much! Pools were amazing, don't even think we visited all of them. Beach was great and the small pool right on the beach was awesome for the kids. Food was the best we've ever had in Cancun area and we've stayed at quite a few places. Spa was wonderful and the husbands raved about the golf course. Our butler Daniel was amazing and helped with all of our reservations and was so friendly and helpful throughout our stay. Highly recommend requesting him at heritage place. Kids club was good. Kids liked some of the activities that took them around the hotel like scavenger hunt but not really the ones inside the kids club room. A lot of the activities cost $25 which was a bit annoying as most kids clubs we've used at other hotels have been free. Our 3 year old had a babysitter a few days who was also good. The biggest negative that did start to frustrate us was how long we waited for golf carts to get us at heritage place to go to pool or beach. Sometimes it was 20 minutes and with four young kids they got very antsy and walking wasn't an option (too far). We were also late to dinners and appointments and just felt sort of stranded sometimes. Sounds like they are working on a solution and if they can sort that out it would really make things five star. If they can get the golf carts figured out we hope to be back again next year!

Dear chicago31, Thank you for sharing your detailed feedback with us. Your first trip to the Mayakoba area sounds like it was truly memorable. We are delighted that you found our spacious 3-bedroom villa at Heritage Place to be the perfect setup for your group. It is great to hear that you enjoyed the tranquility of the Heritage Place pools and appreciated the beautiful surroundings of the property. Your understanding of the challenges during the busiest week for spring break is appreciated, and we are glad that Daniel, our butler, and our hotel management team were able to assist you promptly. We are pleased that you had a wonderful time at the pools and beach, and that the dining experience exceeded your expectations. Your positive comments about the spa and golf course are also greatly appreciated. We will be sure to pass on your compliments to Daniel for his exceptional service. Your feedback about the Kids Club activities and the wait times for golf carts is duly noted, and we'll work on improving these areas for a more seamless experience in the future. Thank you for your recommendation, and we look forward to welcoming you back next year for another fantastic stay! Best regards,

Always excellent. Service is fantastic and the condo is impeccably kept. Thank you!

Customer review rating 5.0/5

D. S. Families - Confirmed reviews ALL

We love coming here and have said this is definitely one of the best purchases we have made. The service is excellent and the housekeeping staff is stellar!

Dear Mr. S., Thank you for your glowing review! We are thrilled that you have consistently had an excellent experience with us. It's lovely to know that our service is fantastic and that you find the condo impeccably kept. Your kind words mean the world to us! We're delighted that you love coming here and consider it one of the best purchases you've made. Providing excellent service and maintaining high standards of cleanliness are our top priorities, and we're thrilled that our efforts have contributed to your enjoyment. We look forward to welcoming you back in October for many more memorable stays. If there's anything else we can do to enhance your experience, please don't hesitate to let us know. Sincerely, ERICK VIERA RESIDENCE DIRECTOR Fairmont Heritage Place Mayakoba, Riviera Maya

Amazing service and beautiful stay

Customer review rating 5.0/5

Leya S. Friends - Confirmed reviews ALL

We had an excellent experience with our butler Alejandro. He was extremely accommodating and helpful and made our stay so pleasant! We had an amazing time by the beautiful beach and enjoyed the variety of restaurants the resort had to offer.

Dear Ms. S., Thank you for choosing to stay with us and for sharing your wonderful feedback! We are thrilled to hear that Alejandro, our butler, provided you with excellent service and made your stay so pleasant. Your kind words will be shared with him and the rest of our team. Thank you for mentioning Alejandro in TripAdvisor. It's fantastic to know that you had an amazing time by the beautiful beach and enjoyed the variety of restaurants at the resort. We are delighted to have contributed to your enjoyable stay, and we look forward to welcoming you back for another beautiful experience in the future. Warm regards, ERICK VIERA RESIDENCE DIRECTOR Fairmont Heritage Place Mayakoba, Riviera Maya

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