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“Beautiful but.....” 2 of 5 bubbles
Review of Fairmont Mayakoba

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Fairmont Mayakoba
Ranked #8 of 212 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
Houston, Texas
Level Contributor
17 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
“Beautiful but.....”
2 of 5 bubbles Reviewed February 6, 2013

After a 4 night stay at the Fairmont Mayakoba, we returned with mixed emotions....a stunningly beautiful property with some wonderful staff members! The winding jungle drive to the reception area sets the stage for the tropical feel, the open air lobby, the welcoming cool washcloths and beverages equally so. The expectations are set pretty high after this awesome first impression!

Upon attempting to check in we were told the room was not ready, fair enough, we were a bit early, but it was mid week, so kind of surprising. We thought we'd have a nice leisurely lunch, take in the scenery while enjoying 5 Star Fare. About two hours later....room still not ready. Sat in lobby, were told "30 more minutes" .......and then told that again about 3 times! So, beware and be prepared to wait if you arrive early!!

Enter room; decor and size in keeping with the rest of the lovely five star property, but the smell! YUK! Very mildewy. We were told it would dissipate once we ran the air, and also told by the bell man we could request a change of rooms. Frankly, after traveling and waiting for hours (with kids), we were reluctant to wait any longer for a room change and potentially have the same issue. We thought, if we ran the air colder it would improve, housekeeping also sprayed air freshener to try and help the situation. This was a temporary fix to an issue throughout our stay.(dehumidifier was brought in to try and help too).

Other room issues: ants in the bathroom one night were awful. Yes, it was resolved by a staff member, but it was still unpleasant and disturbing for a 5 star property! Water level in toilet was not properly set, so we had housekeeping in 3 times before they adjusted it! Came home and even our dry cleaned clothes under plastic covers had that mildew smell, not quite the memory you want to take back.....
ATM was out of order all week too, which was quite an inconvenience since the Fairmont is so remotely located. Evidently the adjoining Mayakoba properties (Banyan Tree and Rosewood) no longer allowed Fairmont guests to use their ATM's, so we had to make ATM stops when out en route to excursions. Again, not 5 star calibre.

Pros: Pools-beautiful, restaurants-good, but not over the top "outstanding" for the amount spent. Restaurant wait staff-top notch, Cafe-not so much! The golf cart transport is really fun and convenient, with polite and helpful staff.

Cons: See above! And to the snippy Cafe staff: be careful what you say in Spanish, sometimes the guests "comprenden"!

Summary: We wanted to be able to rant and rave about the Fairmont, but after so many disappointing aspects to our stay it is difficult to do that. Property may be 5 Star, overall experience 2.

Room Tip: If your room is mildewy smelling upon entering, switch immediately! It will not get better!
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  • Stayed August 2012, traveled with family
    • 2 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
12 Thank capeluv
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, February 14, 2013
Dear capeluv,
I want to thank you for staying with us and for taking the time to write your feedback regarding your visit. Having read your comments I apologize for the unfortunate incidents you experiences in our facilities whilst staying with us. Rest assured that the comments of all our guests are very valuable to us and yours have been shared to be address internally. As we strive for excellence, the hotel continuously invest to improve our facilities, just recently an important investment was done in this regards. I would love the opportunity to speak to you privately about this matter and see how we can remove that bad taste and continue to be your hotel of choice here in Mexico. Please feel free to email me directly at paulina.feltrin@fairmont.com
Cordially,
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.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (743)
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English first
Geneva, Switzerland
Level Contributor
188 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 95 helpful votes
4 of 5 bubbles Reviewed February 6, 2013

We booked on the Fairmont's "Appetite for Luxury" plan - breakfast, lunch and dinner and drinks with a wide choice of meals at the beach restaurant (Las Brisas), the main, central restaurant (La Laguna) and the Lobby Lounge/Terrace. All the staff - without exception - from the gardeners and chamber maids to restaurant staff and front desk - were very fabulously friendly, smiley, courteous and helpful. They seemed to enjoy their jobs serving their customers and nothing was too much to ask. The apartments (400 in all) are beautifully located along winding paths decked out with lush Mexican vegetation. Bikes are freely available (pick up / put down) to explore this vast domaine; otherwise, shuttle transportation was always available at any time of the day and evening. There is alot of water on the domaine (you can even take a 45 minute boat-ride with a guide around the estate and see the multitude of birds, small crocodiles, iguanas and rackoons) which adds to the positive "feng-shui" of the place. The "El Camaleon" golf course was in excellent condition - fast greens and well kept fairways - an interesting "resort" course - although the Par 3's are a bit lame to be able to boast PGA Tour status. The only slight downers were the very slow meal service in the lobby lounge (less well trained / inexperienced staff) and the dingey lighting in Las Brisas in the evenings. A variety of highly competent musicians (guitarist, pianist, harpist) played excellent music for us at dinner times in the various restaurant locations. Overall our stay was a lovely experience - we were made to feel very welcome and free to luxuriate in this beautiful, well run and warm location!

Room Tip: The rooms out on the domaine have more "caché" than those in the main hotel - but all are...
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  • Stayed January 2013, traveled with friends
    • 5 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank SKIClub
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, February 14, 2013
Dear SKIClub,
Thank you for taking the time to share such a detailed review of your recent stay with us at Fairmont Mayakoba. We are delighted to know that overall you had a wonderful stay and thank you for your compliments on the facilities and our gracious staff, who are the ambassadors of the Fairmont hospitality. We are pleased to know that you got to experience the boat tour, definitely a highlight of our green practices and the beauty of Mayakoba.
Your comments on the Lobby Lounge and Las Brisas have been noted and share to make the appropriated adjustments.
We look forward to welcome you again to our stretch of Paradise in Riviera Maya.

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.
Washington DC, District of Columbia
2 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed February 5, 2013

We stayed at the Fairmont Mayakoba for 7 days at the end of January 2013. We are a family of 4 and travelled with 2 small children (a 4 year old, and a 19 month old). We are experienced travelers who frequently stay at high-end hotels. We were in a Signature Casita in the 100's area of the hotel. It was the perfect location for us -- near everything except for the beach. The hotel guests were quite international and you could hear every language possible while sitting on the beach.

First the property:
Beautiful in every way. Everything was well-maintained and the natural setting was lovely. Our room was the perfect size for us and we appreciated the crib and cute baby toiletries for our toddler. Our room overlooked the river and we loved seeing the birds in the trees in the morning and the fish and turtles in the clear water below.

Everything was spaced far away, but this was not a problem for us. We enjoyed the walk to the beach and other areas. For us, it was only a 10-15 minute walk (and we walk SLOWLY with the kids). However, if we weren't in the mood for walking, there was always someone around in a golf cart ready to offer us a ride. We never had a problem finding transportation. Speaking of transportation -- the free boat tour really is something that everyone should do. It's informative and beautiful. There are also bikes available on the honor system, but we were never able to use them because we were dragging the kids with us everywhere.

Food
The food was very good - not spectacular, but very good. Yes, it's expensive, but being from a city, we are used to high prices and they didn't really bother us. We ate at both La Laguna and El Puerto. Our only bizarre experience was when we went to El Puerto one evening (the second time during our stay), Frida, the hostess, made my husband go back to our room to put on closed-toe shoes. He was wearing leather Tommy Bahama sandals and had to go back to our room to put on sneakers. It didn't make any sense -- especially since other guests were wearing flip-flops or Teva-like sandals in the restaurant. He and the kids were otherwise wearing button down shirts with collars and khakis/linen shorts. It was a strange request and he looked rather ridiculous dressed-up with sneakers on. It's a dumb policy and not consistently enforced.

Service
Awesome. Everyone was very nice and helpful. Housekeeping was reliable and friendly and always left us with plenty of bottled water (but you can drink the purified tap water as well).

Kids Activities
My 4 year old son truly loved the kids club. He asked to go every day which is a testament to how much fun he was having there. There were 2 shallow wading pools for the kids and a water slide. The kids pretty much stayed in those areas and I never felt like there were any bad kids running around ruining the fun for others. The other areas of the pool were practically empty -- plenty of chairs.

Adult activities
Golf -- my husband played golf and said it was very good. I spent a day at the spa and found everything to be delightful.

Advice
Rent a car for at least a day or two to explore the area ruins and towns. Cheaper than going on a tour and driving is simple.

  • Stayed January 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank Susan S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Guelph, Canada
Level Contributor
25 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
5 of 5 bubbles Reviewed February 4, 2013

If you took the exact same hotel - beautiful grounds and rooms, incredible beach, great pools, delicious food and drinks, world class spa - but took away the amazing staff it would not be the same experience at all. The staff were all so genuinely helpful, courteous and friendly during our recent 10 day visit that it made the Farimont Mayakoba the new standard all future hotels will be compared to. We loved it even when the weather didn't entirely cooperate!

The Appetite for Luxury package was a solid value. We ate at all 3 restaurants and Las Brisas was our favorite. El Puerto had the advantage of outdoor diningin the evening.

I'd definitely recommend to anyone traveling with a family but would qualify it if selecting for a romantic trip. We were traveling as a couple and got VERY lucky that the hotel was full with conventioneers and we were some of the few vacationers for our first 7 days or so. By the last day the beach was full (compared to 4 people including us the first day!) and there were lots of kids - not the same romantic, quiet place. Our first beach area casita featured an unhappy baby in the next room so the bellman immediately had us assigned to a new room which was terrific our whole trip. Again, nights of crying baby would have surely changed how we felt about our relaxation vacation.

If you have kids and want a lovely hotel, soft white sandy beach and wonderful staff, this is the place! Would also be a superb convention location should I ever be so lucky.

Room Tip: Beach area casita is great if your on vacation. Would splurge on beach area casita suite. Would tak...
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  • Stayed January 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
3 Thank Izengolf
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, February 5, 2013
Dear Izengolf,
Thank you taking the time to share your experience on TripAdvisor. We are delighted to read that you had a wonderful vacation with us. At Fairmont Mayakoba beyond providing the finest facilities, offering a warm, personalized service is what we strive for and so, comments such as yours inspire us to continue to turning moments into memories for all of our guests.
We look forward to welcome you back at what we fondly call “the Venice of the Caribbean”.
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.
Edmonton, Canada
Level Contributor
88 reviews
42 hotel reviews
common_n_hotel_reviews_1bd8 150 helpful votes
5 of 5 bubbles Reviewed February 1, 2013

We have another excellent stay at the Fairmont Mayakoba in May 2012. We usually take a quick break away from the kids during May but decided to bring them on this trip.

We had booked the all Inclusive rate for two adults and children under 12. Upon arrival, we were upgraded to a Beach Area Casita Suite with a roof top pool. The great thing was the plunge pool, the kids absolutely loved it, it worked out especially well when we just wanted some quiet time on our roof top. Room was excellent as always with nice king bed and pull out in the living room. Two wonderful bathrooms with rain shower heads.

The all inclusive rate was good value in my opinion, we received all meals, drinks, kids club, bicycles, etc.

We ate at Las Brisas, La Laguna and El Puerto. El Puerto is not normally included on the AI plan, but can be added for $10 a person, or, you can wait until the evenings that La Brisa's are closed and you gain access for free.

Food and service was excellent at all the restaurants. Love the high end food selections at El Puerto and Las Brisas, we did prefer the waterfront location of Las Brisas but all was great.

Had a great time at La Laguna with it's mexican family feasts.

Lunches were great at las brisas, la laguna or the main pool area.

Very relaxing, fantastic stay! This was our fifth time to the property and will definitely be back.

The staff even made us this great postcard on our final day to say goodbye!

Room Tip: Try the all inclusive plan, if walking bothers you, staff are great with the golf carts. If mobile...
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  • Stayed May 2012, traveled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Stinger55
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, February 5, 2013
Dear Stinger55,
It is lovely to read you had a wonderful stay with us at Fairmont Mayakoba. As a family friendly resort we cannot be more grateful to read that you all enjoyed a memorable vacation. Thank you for your compliments on our restaurants, spacious rooms and service, I’ll be sure to pass them on to the management.
We look forward to welcome you back on your next visit to Riviera Maya.
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.
New York City, New York
Level Contributor
53 reviews
44 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
5 of 5 bubbles Reviewed January 30, 2013

Travelled with my husband for our wedding anniversary and it was AMAZING. It will take pages to document the awesome time we had so just summarizing the key highlights:
**The Property: Mayakoba is stunning. Once inside, you are transported to a world which is green, quiet, pristine, clean and has very possible luxury imaginable
**Facilities: Even though we travelled during the Thanksgiving holiday weekend and the resort was operating at full capacity, at no point did we feel it was too crowded / we had to wait for long at the Bar/ Restaurant/ Swimming Pools / for transportation. A special mention to the pools in the property - over 5 different swimming pools and all of them were great but the infinity pool by the beach was especially stunning
**Service: The staff at Fairmont was exceptional. They are very hospitable. They make an effort to address you by your name which adds that personal touch

Overall it was a great trip and we would love to come back and would definitely recommend it to all our friends.

If I have to nitpick the only negative I can think of is it doesnt feel like real Mexico but I dont think rest of Cancun / Playa Del Carmen does either...

Room Tip: The Casitas are a good return for your money. The rooms are huge and the bathrooms are exceptional.
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  • Stayed November 2012, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Enthuchick
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, January 31, 2013
“Heaven on Earth”
Dear Enthuchick,
Thank you for sharing your experience with us at Fairmont Mayakoba. We are delighted to read you had a wonderful stay and thank you for all your compliments about the staff and facilities. Offering a personalized and warm service are in the core of our values and so feedback such as yours inspire us to continue turning moments into memories for all our guests. I have taken note of your comment on an absence of Mexican culture, though we do make an effort to offer a sense of place like the prominent Mexican menu at La Laguna, the Mexican craft beer tasting or the star gazing activity with stories of the Popol Vuh (the sacred book for the Mayans).
On your next visit to Riviera Maya, please contact our concierge in advance at myk.concierge@fairmont.com so that we can help you plan an itinerary rich of cultural experiences.

Sincerely,
Paulina Feltrin
Director of Public Relations
Fairmont Mayakoba
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chicago, Illinois
2 reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 bubbles Reviewed January 30, 2013

It was simply the the best place I have ever been to in Mexico. It was an amazing resort, luxurious but not ostentatious, incredible service. When we arrived at the entrance curve a greeter gave me a wet towel and said "You are on vacation now" and that set the tone. The food was outstanding. The breakfast buffet was so abundant that we didn't need food till dinner. Everyone was smiling, any employee who has contact with the public speaks perfect English. The boat ride on the canals was an ecological feast. The room was incredibly comfortable, huge bathroom with view of a private garden. The room had a private balcony overlooking the canal. We loved to sit there and watch the sunset every day. The beach was VERY nice and the room was very close to it. There are three restaurants on the property but you can also visit the other two Mayakoba properties on the compound. The last night we had dinner at the Rosewood Mayakoba, which is also an outstanding resort.
Overall an excellent experience.

Room Tip: The property is very big, and they have rooms spread out.Some are very far away from the lobby and c...
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  • Stayed January 2013, traveled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank ses344
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, January 31, 2013
Dear ses344,
One of my greatest joys is reading the comments of our guests and been considered the best hotel in Mexico is very especial, so for that I thank you on behalf of all of us here at Fairmont Mayakoba.
I am delighted to read that you enjoyed the property, the staff and the restaurants, and particularly the boat tour as it a highlight of the green practices that help us preserve this beautiful place for the enjoyment of future generations.
We look forward to welcome you back on your next visit to Mexico.
Sincerely,
Paulina Feltrin
Director of Public Relations
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

Property: Fairmont Mayakoba
Address: Carretera Federal Cancun | Km 298, Solidaridad, 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:
#3 Green Hotel in Playa del Carmen
#6 Spa Hotel in Playa del Carmen
#7 Luxury Hotel in Playa del Carmen
#8 On the Beach Hotel in Playa del Carmen
#22 Romantic Hotel in Playa del Carmen
#22 Family Hotel in Playa del Carmen
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Fairmont Mayakoba 5*
Number of rooms: 401
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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