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“Expensive and very poor service!” 2 of 5 stars
Review of Fairmont Mayakoba

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Fairmont Mayakoba
5.0 of 5 Hotel   |   Carretera Federal Cancun, Playa del Carmen 77710, Mexico   |  
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Every 3rd night free
Ranked #31 of 200 hotels in Playa del Carmen
Mexico City, Mexico
Contributor
16 reviews 16 reviews
7 hotel reviews
Reviews in 9 cities Reviews in 9 cities
6 helpful votes 6 helpful votes
“Expensive and very poor service!”
2 of 5 stars Reviewed November 20, 2012

I was recently at the hotel with a congress and the service was AWFUL! long long waits in the restuarants, mediocre food and generally poor service.
Long long waits for buses to and from beach and not enough beach service - long , long waits for waiters to arrive. Spa treatments were minimal at best - have your massage and leave - no extra touches.
Really dissapointing as Fairmonts generally have a reputation for excellent service .

  • Stayed November 2012, traveled on business
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fairmont M, Public Relations Manager at Fairmont Mayakoba, responded to this review, November 28, 2012
Dear nancy54058,
Thank you for taking the time to share your impressions on our recent stay with us. We are sorry for not delivering the service you expected from Fairmont, please be reassured that this does not reflects our operation standards and that your comments have been shared with the departments involved.
If your travels take you back to Riviera Maya, please contact my office so that I can personally make the proper arrangements for you to have a more memorable stay.
Sincerely,
Paulina Feltrin
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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2 of 5 stars Reviewed November 18, 2012 via mobile

There are many problems with this hotel but the biggest one is noise in the rooms.

Every time someone closes their door, the slam vibrates down the hall and you can feel it in your room.

Obviously not a good thing if you want to sleep and relax.

We can put a man on the moon but we can't engineer a quiet hotel room door? The Fairmont is the biggest offender I have ever had the displeasure to witness.

  • Stayed November 2012
    • 2 of 5 stars Value
    • 2 of 5 stars Location
    • 2 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wilton, Connecticut
Senior Contributor
46 reviews 46 reviews
20 hotel reviews
Reviews in 31 cities Reviews in 31 cities
34 helpful votes 34 helpful votes
1 of 5 stars Reviewed November 18, 2012

Having stayed at Fairmonts in Canada, I was really looking forward to my visit to the Fairmont Mayakoba. What a disappointment. When will I learn to check Trip advisor BEFORE I select a property?! If I had of done so I would have seen that this property ranked last on the list of properties in Playa del Carmen. If you want to visit Mayakoba I would recommend that you give this awful place a miss and rather stay at the Rosewood, Banyan Tree or the Maroma Resort and Spa by Orient-Express which are all in the same area. In terms of ranking on TA Rosewood comes out tops #2 of 184 properties with 20 out of 391 reviews average/poor/terrible; Banyan Tree is second coming in as #6 out of 184 and has 30 average/poor/terrible reviews out of 580 reviews; Maroma is #8 out of 184 and has 53 average/poor/terrible reviews out of 417 and the Fairmont Mayakoba is dead last as #21 of all 184 properties in PdC and has an astounding 108 average/poor/terrible reviews out of 729.

There are 401 rooms and suites. There's little difference between hotel rooms and villas. The square unimaginative Beach villas are spaced out on the very beautiful beachand totally lack character and are right there on the beach so there is NO privacy from the sun seekers laying on the beach.

The poor results for Fairmont Mayakoba made sense to me once I had stayed and experienced what is really more a conference type joint, where valued individual guests are treated like second rate citizens. The check-in went smoothly and we were allocated a disabled room close to the reception area. I decided not to complain about this, as normally I wont accept a disabled room – and this one was certainly on a par with a very strange bathroom layout, but being close to reception and main area had some advantages. The room was in fact well appointed and comfortable, except for the bathroom and of course the handicapped ironing board, you’d have to be in a wheel chair to use it – it was about 2.5 feet off the ground.

The property’s grounds are beautiful, and vast with four distinct ecosystems: dune, water canals, tropical forest and mangroves. If you are staying in most rooms it is a schlep to get anywhere, always having to wait for transportation or bike.

The first evening we dined at La Laguna Grill & Bar – one of the few restaurants where ‘resort-casual’ is OK. It’s located near the main pool area. Although there was no line, it took 20 minutes to get a table allocated! This is one of the entry-level options available here and we found it so overpriced and the service terrible. $55.00 for two salads and a soft drink! We decided that we would only eat breakfast there each day. We were seated on the deck and truly it was impossible to stay there due to the bugs. It was so uncomfortable. At the very least they could have offered bug spray. The breakfast buffet was outstanding and about the only thing at this place that actually represents value for $$. However make sure you are not staying there when a conference group is, as you have to wait up to 40 minutes for a table!
Other dining options include Las Brisas and El Puerto. Las Brisas is on the beach and has truly awesome views, but again is way over priced. The El Puerto is in the main area below the reception area and was often closed while we were there. Both these options are reservation only and “resort elegant” – that really gets up my nose! I am on vacation and paying top $ to stay there and MORE to eat in their over priced restaurants, I should be able to feel comfortable and not be pre-scribed to as to how I should dress, especially in a venue ON the beach! This is so antiquated. Then they offer “a European style café”, Café Maya, which is supposed to be light a deli where you can go pick up a sandwich. Supposedly full of “Gourmet Delights and Essentials“ that are “inspired by traditional Mayan flavors and offers delectable products made from the finest ingredients” We went there once expecting a lovely deli where one could choose great food but found a tourist trap where they sell sandwiches that have been on the shelf the whole day for $14.00!

My best tip for you if you are still intent on staying here, or “if” you are forced into staying here as that is where your conference is at – HIRE A CAR. They are dirt cheap on arrival at Cancun and this gives you freedom and flexibility and you don’t have to dine in the hotels over priced, lousy service venues but rather drive the 15 minutes to Playa del Carmen and enjoy better and less expensive food and have an experience that is not canned. A gem of a restaurant that we found in PdC is Ooh LaLa on 5th Avenue. Absolutely awesome, it’s ranked #2 in PdC and should be #1. A tiny place with about 18 seats on an open terrace on the sidewalk, plenty of atmosphere and food to die for! Price $7-30!!! For a 3 course meal! About the same as what an entre would cost at Fairmont Mayakoba, and service not just superb but memorable!

The Spa was another rip-off – to workout and use steam room they charge $25.00 per person charge so if one wants to enjoy a workout on vacation add an extra $50.00 per day – a complete rip off. Then certainly do not have a Mani Pedi that will set you back $190.00 over $200 with paraffin! Just outrageous.

Another rip off was two caiperinhas at the Las Olas swim up pool bar - $21.00!

Overall the Fairmont Mayakoba is a VERY disappointing experience, left a very bad taste in my mouth and I hope I never have to go back. Checking out was another story they charge a 390 peso $32 per night charge to your quoted tariff right off the bat as a “resort fee” – resort fee my foot, this is simply price gouging to get more $$ out from you as a captive of the resort. It’s a horrible business practice. There were items they tried to charge for on the bill like parking $10 per day, but I had specifically reserved a Budget car as they are supposed not to charge a fee for Budget cars, there were other peoples dining bills on my bill and last but not least there is no free WIFI anywhere on the property – you have to pay for it, and the service is spotty, even at the best of times – so why do they charge! It’s so outdated that fine hotels charge for this service!

Personally I feel our poor experience here simply revolves around poor and terrible non-visable management and that they are simply living off the worldwide Fairmont reputation, and this is all compounded by the price gouging and fleecing the tourist at every opportunity. 



Room Tip: Just dont stay here choose another property!
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  • Stayed October 2012, traveled on business
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fairmont M, Public Relations Manager at Fairmont Mayakoba, responded to this review, November 28, 2012
Dear SAFARIMAN80,
Thank you for taking the time to share your comments about your recent stay with us and I’m sorry for not meeting your expectations. We are really concerned about the service experience you encounter as it does not reflect the caring and warm service for which we have been recognized since our opening. I have already shared your valuable feedback with the departments involved to review it internally.
Cordially,
Paulina Feltrin
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Paris, France
Senior Contributor
25 reviews 25 reviews
9 hotel reviews
Reviews in 12 cities Reviews in 12 cities
18 helpful votes 18 helpful votes
2 of 5 stars Reviewed November 17, 2012

We came for a medical meeting with an all inclusive package.
The hotel as a building an property is very nice but they are under staffed, for any meal it takes 3 hours and probably you won't have all you ordered.
In the beac, sun beds are very ahold an there are only 3 waiters for all the guest.
I think they should consider what is tha capacity they can manage
We won't come back
Gran Velas is a much better option

Room Tip: Choose another hotel
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  • Stayed November 2012, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fairmont M, Public Relations Manager at Fairmont Mayakoba, responded to this review, November 21, 2012
Dear MaureenMosti,

We were sincerely disappointed to learn that your experience at our resort was less not a perfect one. Indeed what you describe does not meet our service standards and so, it has been shared with the Management and with the Director of Food & Beverage as so that immediate actions are taken.
If your travels take you back to Mexico, we hope you give us the opportunity to serve you again, and if so, please contact my office so that I can personally assure you have a pleasant experience with us.

Thank you for taking the time to communicate with us.

Sincerely,
Paulina Feltrin
Director of Public Relations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mexico City, Mexico
Senior Contributor
25 reviews 25 reviews
17 hotel reviews
Reviews in 14 cities Reviews in 14 cities
15 helpful votes 15 helpful votes
5 of 5 stars Reviewed November 15, 2012

Maybe it is the backpacker pick this hotel but it is certainly worth a visit. either to Fairmont, Banyan Tree or Rosewood. All are within the Mayakoba property and share some common facilities. This is the kind of hotel that plays with it all, internal decoration, ambience, outdoors experience, poolside, seaside, golfside, restaurantside.. including Kids Club is great!.... its all top notch! so where is the catch? well the pricing for the villas, apartments etc is pretty fair in my opinion but i must say that the food and service is a bit steep, so is also tee time. i slight adjustment should be made here, i understand you can also contract some special packages... maybe those can give you a better price/value.. also an improvement on the beach activities should be made (hobie cat sailing should be extended!) .. this is my 10th time at this hotel ...

Room Tip: Rooms by the beach are of course my favourites but the prices are higher.. choose a second floor roo...
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  • Stayed November 2012, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Vancouver
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed November 15, 2012

I recently spent a weekend at the Fairmont Mayakoba, the food was fantastic the service was amazing for mexico the gold course is one of the best I have ever played, pool side drinks were great, best spot for food and drinks by far was the patio in the main building and you definately wanna book and take the boat tour

  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bedford, New York
Senior Reviewer
8 reviews 8 reviews
8 hotel reviews
Reviews in 5 cities Reviews in 5 cities
14 helpful votes 14 helpful votes
5 of 5 stars Reviewed November 13, 2012

Overall very nice retreat. They have all the imaginable amenities. For someone who is very picky with hotels and used to Ritz Carlton's and Four Seasons I was very pleasantly surprised. The room, food and drinks where very reasonably surprised. The room was spacious with a very nice veiw, the hotel is spread out in a villa style and is fun to explore. I can see it being overwhelming for a 1-2 night stay. The food was very good, and took one of the best cooking classes ever.

Room Tip: Close to beach.
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  • Stayed April 2012, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fairmont M, Public Relations Manager at Fairmont Mayakoba, responded to this review, November 15, 2012
Traveler1948274,
We were very pleased to read that you enjoyed our cooking class and hope that you continue to make delicious meals at home! Thank you for sharing your feedback.
Sincerely,
Paulina Feltrin
Public Relations Director
Fairmont Mayakoba
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Fairmont Mayakoba

Address: Carretera Federal Cancun, Playa del Carmen 77710, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Riviera Maya > Playa del Carmen
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities ( Kid / Family Friendly ) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#18 Business Hotel in Playa del Carmen
#21 Family Hotel in Playa del Carmen
#21 Romantic Hotel in Playa del Carmen
#22 Spa Hotel in Playa del Carmen
#23 Luxury Hotel in Playa del Carmen
#26 On the Beach Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Fairmont Mayakoba 5*
Official Description (provided by the hotel):
The 45 acre Fairmont Mayakoba, Riviera Maya, a AAA 5 Diamond Award property, boasts 401 rooms and suites, including a collection of beach and lagoon casitas, offering guests extraordinary views of the grounds. Guests at Fairmont Mayakoba can take advantage of several recreational activities on property including exploring nature trails on foot or BMW bikes, scenic boat tours on lanchas through crystal clear canals, sunbathing on the soft white-sand beach or at one of the property's several pools, non-motorized watersports (kayaks and catamarans), outdoor tennis and paddle courts, golfing on the renowned El Camaleon golf course (host to the only official PGA TOUR event in Mexico), lessons at the Jim McLean Golf School or being pampered with signature Mayan treatments at the luxurious Willow Stream Spa. Children and teens have a space just for them at the Discovery Club or at the Teens Room by Sony PlayStation(R). Fairmont Mayakoba's commitment to the environment has earned the resort several awards and accolades including a seal of verification by Rainforest Alliance. ... more   less 
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Also Known As:
Fairmont Mayakoba Hotel Playa Del Carmen
Fairmont Hotel Playa Del Carmen
Fairmont Playa Del Carmen
Mayakoba
Playa Del Carmen Fairmont
Fairmont Mayakoba Riviera Maya/Playa Del Carmen, Mexico

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