Fairmont Heritage Place Mayakoba

Espectacular clase de cocina con degustación en Heritage Place Mayakoba. Chef: Dulce y su ayudante: Brissey y el mesero Luis "El mejor tiradito de Hamachi " combinando sabores y colores, picante, dulce y salado! Muy amables, profesionales y bien preparados. Sigan asi!

Ha estado todo muy bueno! Buena recepción por parte de Brissey y Luis y muy buena comida por parte de la Chef Dulce. Te hacen sentir muy cómodos. Recomiendo este lugar al 100%. Recomendamos mucho el tártaro de atún, los tacos, y casi todas las preparaciones.

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.

Es un concepto increible para pasar tiempo en familia y con amigos… En contacto con la naturaleza en Riviera Maya unica en todo el planeta por su riqueza y diversidad en flora y fauna! Esto es un verdadero paraíso con todas las comodidades y amenidades de un hotel gran turismo

Excelente servicio en el club bar! Sobretodo de los meseros Brissey y Angel y los chefs Dulce y Eduardo Las instalaciones excelentes y un viaje demasiado divertido para toda la familia. El servicio del cuarto de limpieza y todas las personas que atienden con demasiada disposición y muy atentos.