We stayed at the Fairmont Mayakoba in one of the oceanfront rooms. The property is very large and the beach area rooms are a long way from the lobby. You can take a golf cart or ride one of the white bikes (if available) they have scattered along the property. We had the all inclusive package, which included meals, drinks and tips which cost over $1000 per night. But they have an asterisk, meaning that certain foods and drinks are not included. Although we were careful to stick to the meal plan, when we got our bill there were several mistakes and charges for items we did not order. My main complaint was the way the front desk staff treated me when I asked for the charges to be removed. Fernanda repeatedly questioned me and insisted that the charges were accurate. Next I spoke to Mariana, a manager who again repeatedly questioned me and belittled me about it. After close to an hour of going back and forth, they finally corrected the charges, blaming a typo. In the end, I felt so bad about the way they treated me about this clerical error, accusing me as if I was trying to get something for free. I asked to speak with the GM Stan (--) and was told he was not available. But I asked again and again and finally got a call from the manager. And the conversation with the GM made me feel even worse. His answer was that since they reversed the charges, he couldn't understand what was the problem. Even when he understood that the process of correcting the errors was so difficult, he would not even apologize. The property is beautiful, the views are great, the food is good (not very good) but good. The service in the restaurants is extremely slow. The kids club is fun, but the security is lacking. When I picked up my child and the child for another family traveling with us, no one asked who I was, or asked me to sign out. I could have been anyone taking away the children. But they were only interested in my signing for the $29 kid's club fee for the other family. We had a butler assigned to our room but he seemed to have the day off every time we needed anything. We were told another butler would contact us but that never happened. The rooms were not cleaned until late in the day even though we called 2-3 times each day requesting the room be cleaned and specifically asked at check in that our room be cleaned early. We had beach chairs assigned to our room, but other guests were always in them and it was next to impossible to get someone to help us get more chairs. Our friends had a plunge pool in their room but it was ice cold (like the other pools on the property), so it was not usable. When they complained about the pool, they were told it was on maximum heat. Internet is supposed to be free for President's club members, but just like the bogus food charges we were charged 200 pesos per day for internet access and again it was a difficult process to have the charges removed (even though they had our President's club info at the reservation and at check in). Overall, the hotel is beautiful, non-front desk staff is courteous and friendly but the front desk staff and management are more focused on collecting bogus charges than your experience as a guest. I would come back to this area and stay at the Rosewood or the Banyon Tree (on the same property) next time.
Rooms away from the beach are a LONG way away (too far to walk), but the beach front rooms are right...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for sharing your feedback. It is with disappointment that I read your recent stay with us was less than perfect and for that, I apologize. As you mentioned, ultimately the charges were corrected, however it does not take away the fact that it added an unneeded stress to your vacation and prevented you from experiencing the attentive service that we have been know for since the opening of our resort.
I hope that you give us the opportunity to regain your trust. Next time you consider traveling to Riviera Maya; please feel free to email me directly at firstname.lastname@example.org so that I can personally assist on planning a pleasurable stay at Fairmont Mayakoba.
Director of Public Relations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.