We chose this hotel due to the Five Diamond rating, it was average. If you are looking for luxury you may want to explore other options. Here's why and yes it is long..........
Arrival: Very nice arrival experience, what I would expect at a luxury property.
Rooms: We were upgraded 2 categories upon check in to a casita room and told we would love it. Simply put, it had to be the worst room on property. 1st floor, dark and smelled horrific of bug spray and dampness. If we were not on a prepaid package we would have checked out immediately rather than spend 7 nights in this room. It took 2 hours to get moved to another casita room on the 2nd floor which was much brighter, better view, and more central. This room was not without its faults, it is mostly attention to detail and lack of preventative maintanence. No cushions on the patio furniture, no pad on the ironing board so we used a towel, terrible smell from the bathtub drain, no AC in the bathroom, shower head leaked continuosly after you finished, no stocked minibar (DIY minibar is cutting corners), no ipod, iphone, ipad hookups on the very dated Bose Wave radio. The resort directories in the room are in terrible shape. The bed was super comfy and we slept really well the entire 7 nights, so that was a big plus. Housekeeping did a great job everyday and was timely in making up the room. Key card deactivated several times during the stay so hiking back to the front desk was no fun after a day at the beach.
Restaurants: We ate at every outlet on property. The food was "good" everywhere, except the lobby lounge.
Las Brisas was good food, good service, poor entertainment, meal was a bit rushed, dessert menu is presented in the lobby lounge menu folder, details matter in such a highly rated restaurant.
Cafe Maya was good for a quick bite and where you buy items just as expensive as they would have been if they put them in your minibar.
La Laguna was good for breakfast and casual dinners. Food was good. Availability of wine was poor, each time we chose a bottle, they were out. It turned out to be funny because the staff was very good natured and just brought us a few bottles to choose from what they actually had in stock. By the way, try the mexican wine, it is good and much better priced than the low end wine imported from the US.
El Puerto, food was good, we were able to get the wine here we could not get in La Laguna. Service needs an overhaul in this place. The manager does the staffs job, every entree brought out is served to the wrong person at every table, we were even served someone elses dinner. The food is covered by silver domes and brought out on a gueridon that makes so much noise it is disturbing. I cannot figure out why they think they are a french restaurant.
Lobby Lounge, the absolute most dissapointing place on property. Don't order cocktails because the ice dilutes it so fast you may as well have an iced tea. Stick with wine or beer here. The food is deplorable (with the exception of the guacamole) and we sent it all back but the manager would only take of 1 roll off the bill beacuse we did try to eat some. She would not even come to our table to address it. The sushi is paper thin and the rice is 2x the amount you would normally get. The nigiri and the rolls were just not good at all and the calamari was so stringy it was not edible. Also, we wanted to sit on the patio several times but they always said it was going to rain so they were not seating out there. It rained once during our entire 7 day stay. Not accomodating at all.
Recreation: The beach is the best part. While walking into the water, it is rocky so be careful but far better than the other resorts around. Despite the resort being fairly full, we were able to have a palapa each of the 4 days we went. Be there by 11am to get one. Service the first day was no good but the 3 days after, they were great! The exhaust from the jet skis that lurk out in the water is not very pleasant.
The pool area looked very nice for families. The adult pool was a dissapointing experience, hence we spent all of our time at the beach. This pool is severly overlooked by management in every way.
Transportation: The house cars are very nice Escalades and they will take you to the other resorts for dining (definitely go to Saffron at Banyan Tree, the highlight of our trip). The golf carts transport around property are in very good shape and the drivers are very courteous. However, if you are dressed up to go to dinner be careful because the seats are quite often wet, dirty and sandy and they don't carry towels on the carts. For the bikes, we were there 7 days and not once could we get bikes when we looked for them every single day. People hide them.
Check Out: I decided to try and address the issue with the lobby lounge again at check out but the front desk agent wanted to know why I didn't take it up with the lounge and she could not do anything about it. I asked, but there was no manager on duty at 9am on what seemed to be a heavy check out day, so she charged me for the full thing and that was that because she was not allowed to make adjustments. Par for the course, because I saw very little management around property our entire stay. Never once during our entire stay were we asked how our stay was and there was no follow up after the dissatisfaction with our initial room.
Overall: Recommended for families or spend the money and get a beach villa. Unfortunately, they were fully booked or we would have paid to upgrade. Another good thing is the staff actually work for gratuities here so you probably do get better service than the all inclusive places.
- 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
- Playa Del Carmen Fairmont
- Fairmont Mayakoba Riviera Maya/Playa Del Carmen, Mexico