Fairmont Heritage Place Mayakoba

Our family had the best 5 days at Heritage Place. We stayed in a very spacious and luxurious feeling 3 bedroom villa. It was very quiet during our stay and there were times when we had the entire pool to ourselves. It is very easy to access the main Fairmont hotel and you can walk, bike or get a golf cart ride. I thought the golf carts were slow at times so we just walked or biked mostly. There are several pools to choose from. I wish they had poolside food and drink service at the Heritage pool but you aren’t able to order alcohol. The golf course was amazing and highly recommend. The spa is beautiful as well and everyone was very friendly. My massage was good but I have definitely had better. I recommend taking advantage of the boat that will take you to the other resorts. Also make sure you visit the cenote and butterfly garden. Food is pricey and just okay. We thought the Italian restaurant was really good. If you are staying in the villa you have a full kitchen so you might want to get groceries. The people that work there really make this a true 5 star hotel. Everyone was extremely friendly but special kudos to Dominic in the Brisas restaurant who arranged for a special dessert and happy birthday serenade when he learned it was my husband’s birthday. The MVP of the trip was our butler, Irene. She helped arrange reservations and transportation. She went above and beyond to get my daughter’s ipad to us at the airport when we realized she left it in the villa. She is truly a gem! We had a wonderful vacation there and can’t wait to return. I highly recommend.

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.

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.

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.

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