Fairmont Heritage Place Mayakoba

お客さまの声 (確認済みレビュー アコーホテルズ) 4.7/5 208 件のレビュー

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ホテル所在地

Fairmont Heritage Place Mayakoba

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

GPS:20.687637, -87.027426

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  • プール
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  • シャトル
  • レストラン
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  • フィットネスセンター
  • Wifi
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  • 朝食
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  • 全館禁煙
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実際の宿泊者100%の認証口コミ

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確認済みレビュー アコーホテルズ  4.7/5  208 件のレビュー

トリップアドバイザーの評価  4.8/5  99 件のレビュー

2025エクセレンス認証

4 nights at Fairmont Heritage Place

トリップアドバイザーの評価 5.0/5

fontainel467 トリップアドバイザー認証口コミ

We loved our time at the Fairmont Heritage Place. Edgar, our butler, seemed to be everywhere and made sure we were taken care of. We will definitely return. The grounds are beautiful and the rooms are perfect for a family of 5. My only complaint is the lady who checked us in was not very welcoming or helpful.

Good Intentions, Poor Execution

トリップアドバイザーの評価 4.0/5

Joyce B トリップアドバイザー認証口コミ

We stayed at the Fairmont Heritage Place Mayakoba in April. This is the "residences" resort complex adjacent to the Fairmont Mayakoba hotel - but it is a completely separate property. We stayed in the 4BR Penthouse Villa with a group of 9 ladies to celebrate a milestone 50th birthday, for 4 nights. The theme for our stay was "good intentions, poor execution". The property itself is beautifully woven through the mangroves and lush tropical greenery. I think it was designed well to blend seamlessly into the topography and not be so intrusive. We didn't get to enjoy the pool or public areas of this complex, unfortunately. But in general appeared well kept. However, when we arrived and checked into the dedicated desk for this complex (versus at the main hotel), it was clearly not a 5* experience. There wasn't anything "wrong" per se - just a typical check in experience you would get at a Courtyard or Hampton Inn. Missing from this first impression was the "welcome" you grow to expect at your first-class properties. For example, a small welcome amenity like a cool towel to freshen up, a coconut water, or even having someone ready with cold fruit water would have made a world of difference. But it was just a dry exchange of information. After checking in, we were told our butler was going to be a while, so the front desk could take us up to our villa instead. To our dismay, and in hindsight, this was a bad call. Apparently, our butlers should have completed the check in so we could receive instructions on how everything worked - from requesting reservations, to golf carts, and everything else you can think of needing. Instead we were brought up with no real introduction to the property and this inevitably led to a lot of confusion for our first 24 hours. To cap it off - the Villa we were booked was located in a building with a broken elevator. Usually would not have been a big deal, but we had 2 ladies with recent knee injuries/surgeries which made this 4th floor unit difficult to freely enjoy. We had to calculate going down and up the least number of times - which hampered the experience. The elevator remained out of service our entire 5 days. The villa itself was gorgeous. The view was phenomenal and it was a very quiet location. We enjoyed our time in the suite. The only complaint we had was that the master bathroom AC did not work or did not work well. It was really hot and no air was blowing thru the vents. But the space was amazing. There was a "partial buyout" of the resort, by a corporate group, during our stay. The main resort (Fairmont) was basically closed to the non-group guests like us at different times for different venues. We even got our cabana reservation cancelled after having it reserved for 90 days prior to our stay, because this group needed that whole area. It was extremely frustrating to look forward to what was supposed to be a celebratory time, made instead to feel like second-class citizens. We had an entire itinerary planned within the complex entirely - but could not actually follow it due to the closures. On the bright side - the butler manager, Monica, and her butler team (Joyce, Julian and Edgar) really stepped up and tried to make everything right. We met with them on our second day to share our disappointments. They went **above and beyond** to coordinate some spectacular experiences for us - like bringing in food from the "closed" restaurant (due to the group using it as a lounge space) - and providing us with alternate venues (a private pool) as our home base. They ensured we were happy and genuinely cared that we had a good experience. Some other team members we want to thank for excellent service are: Jose (server at La Laguna), Marcos and Angel (cabana servers), Pamela (beach club manager), Cesar Luna (F&B manager), Cesar (server at Cielo), Mauricio (server at Fuego), Luis (overnight golf cart driver) and Humberto (beach pool server). They truly made our time with them special and felt like we were the only ones they were caring for. All in all, I wanted to LOVE this place. But the management of the complex, the lackadaisical front desk service and poor communication overall between Heritage Place and the main resort - really left a lot to be desired. It felt like the staff were lost or not trained, and there were a few rude employees. I don't think I would return here, but I may try the main resort.

Dear D4954VPjoyceb, Thank you for taking the time to share such a thorough and thoughtful review. While we are pleased to hear that you enjoyed the villa, the natural beauty of the surroundings, and the exceptional efforts made by Monica, Joyce, Julian, Edgar, and many other team members, we sincerely regret the missteps that impacted your overall experience. Your feedback about the front desk welcome, broken elevator, limited orientation at check-in, and the effects of the partial buyout are all areas we take very seriously. We fully understand how these issues could detract from what should have been a celebratory and seamless stay. Please rest assured that we have reviewed these points internally to enhance communication and consistency across all touchpoints, especially during high-impact events. Your kind recognition of the staff who went out of their way to recover your experience means a great deal to us. They exemplify the service standards that we strive to provide at all times. We look forward to welcoming you again, whether at Heritage Place or the main resort, so we can provide the polished and exceptional experience you expected from the beginning. Best regards,

Happy

トリップアドバイザーの評価 5.0/5

Jimmy T トリップアドバイザー認証口コミ

Awesome resort had a great time. Santos the bartender at the swim pool was awesome. Can’t wait to go back again. Food was great. The beach was great. A lot of people sometimes complain about this hotel. I don’t see where had a great time. Can’t wait to return.

Dear Jimmy, Thank you for your kind words! We are so happy to hear you had a great time during your stay with us. It is wonderful to know that you enjoyed the food, the beach, and especially the excellent service from Santos at the swim-up bar—we will surely pass along your compliments. Your enthusiasm means a lot to us, and we cannot wait to welcome you back for another fantastic stay! Best regards,

Fairmont Heritage Place

トリップアドバイザーの評価 5.0/5

Rodalita B ファミリー - トリップアドバイザー認証口コミ

PEACEFUL AND RELAXING PLACE..DURING VACATION Fairmont Heritage Place Mayakoba -- Playa del Carmen -- what a wonderful place to be living..by a traveller..beautiful views. Lovely place by a party event Heritage place offers a 3- 4 bedroom residence villas excellent.& spacious room surprisingly very clean well kept it..an infinity pool with an ocean view is greatful..foods is fantastic. With a warm atmosphere location. Good ambience is great..very romantic. Luxury. Comfortable to stay..all staff is caring .pretty and concern.. Value 5 / Location 5/ Service 5 / Rooms 5 / Cleanliness 5 / Sleep Quality; 5

Dear Rodalita B, Thank you for your kind and heartfelt review. We are delighted to hear that your time at Fairmont Heritage Place Mayakoba was peaceful, relaxing, and everything you hoped for during your vacation. It is wonderful to know you enjoyed the spacious and well-kept villas, the beautiful ocean views from the infinity pool, and our property's warm, romantic atmosphere. We are also happy to hear that our food, ambiance, and caring staff helped make your stay even more special. We appreciate your feedback and look forward to welcoming you back for another luxurious and memorable stay. Warm regards,

Spring Break at Fairmont Mayakoba – A Perfect Family Escap

トリップアドバイザーの評価 5.0/5

Bryan B トリップアドバイザー認証口コミ

We just returned from an unforgettable spring break at Fairmont Mayakoba, and I can’t recommend it enough for families with kids. The resort is nestled in a stunning natural setting—lush mangroves, winding waterways, and a beautiful beach that kept both the adults and the kids happy all week long. From the moment we arrived, the service was top-notch. Alfonso from the bell desk went above and beyond at check-in, welcoming us with genuine warmth and making us feel right at home. What really stood out was that he remembered us throughout our entire stay—always greeting us with a smile, checking in to see how we were doing, and even giving us a golf cart ride one evening just because. It’s that kind of personal touch that made the experience feel truly special. The kids loved the boat rides through the canals, spotting turtles and birds, and we appreciated the calm, relaxing vibe throughout the property. The food options were great—plenty of choices for picky eaters and more refined options for grown-up tastes. We especially loved the beachside restaurants and the gelato station, which became a daily ritual for our crew. The resort is super family-friendly without feeling like a “kid zone.” The pools are spacious, and there’s a great balance of activities and downtime. We felt safe, well cared for, and totally unplugged from the daily grind. Fairmont Mayakoba truly exceeded expectations—it struck that rare balance between luxury and family fun. We’re already talking about going back next year.

Dear Bryan, Thank you for taking the time to share such a thoughtful and glowing review of your spring break at Fairmont Mayakoba. We are thrilled to hear that your family had an unforgettable experience and that the natural beauty, warm service, and family-friendly atmosphere all came together to create a perfect escape. A special thank you for highlighting Alfonso from our bell team—his dedication to making guests feel genuinely welcomed is something we’re very proud of, and we’ll be sure to recognize him for the lasting impression he made on your stay. We are so happy the kids enjoyed the boat rides and wildlife, and that the entire family found something to love—from beachside dining to the daily gelato ritual! It is wonderful to know you felt safe, cared for, and able to fully unwind. We can not wait to welcome you back next year for another round of fun, relaxation, and special memories! Best regards,

との提携 TripAdvisor

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