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“Hands down the best hotel in a mexican beach”
Review of Fairmont Mayakoba

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Fairmont Mayakoba
Ranked #10 of 213 Hotels in Playa del Carmen
Certificate of Excellence
GreenLeadersPlatinum level
Reviewed July 31, 2013 via mobile

Amazing this hotel is really the best hotel , the rooms are amazing , the service is one of the best in the country, it has his own private beach , the restaunrants are amazing, great buffet , the restaurant el puerto is GREAT! I have been in a lot of fairmonts this is hands down the best !

  • Stayed: July 2013
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2  Thank Eduardo A
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 reviewResponded August 13, 2013

Dear aguirre60,
Reading your review placed a big smile on my face, being considered the best Fairmont by someone who has stayed at many other resorts is a wonderful compliment that we will strive to live for on your next visit to Mayakoba.
We hope this is the first of many more times we will have the pleasure to be your host in the Riviera Maya.
Sincerely,
Paulina Feltrin
Director of Public Relations

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,313 - 2,319 of 4,288 reviews

Reviewed July 29, 2013

I stayed at the Fairmont Mayakoba July 4th 2013 in a casita suite for just one night during a week long stay and a different 5star resort. Having vacationed in the Riviera Maya for the past several years(12 times) it was an amazing stay.

I had planned a special occasion surprise for my partner to stay here during the trip. I had booked this surprise via the central reservation in Canada. I told them about the surprise and they helped greatly. I however was surprised at the service level and the grounds of this resort....amazing.

The service...I will tell you we are part of the Fairmont Presidents Club but what followed was unexpected or even requested. After dropping off the car and express check in we headed to the beach. Upon our arrival back to the room there was a bottle of chilled champaign waiting there for us(not requested). I though that was incredible. We then proceeded for dinner and Freeda, the hostess at El Puerto welcomed us, mentioned the special occasion sat us and told us to enjoy the dinner. She came for a great conversation and her level of service was outstanding as well. When arriving back to the room there were now 2 huge arrangements of flowers in the room(not requested).

The level of service from all during the stay was second to none. I must praise all of the staff on the level of service. It was all so good in fact we are heading down again September3-9th to really experience the resort. Who I would like to thank is the reservation desk as I am sure they had some say in our experience because we did not mention the special occasion to the staff while we were there but they took it upon themselves to make a VERY SPECIAL OCCASION.

  • Stayed: July 2013, traveled as a couple
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3  Thank Kevin P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 26, 2013

Unfortunately my fiancé and I have had truly disappointing and frustrating experience that I have just had with the group sales team at the Fairmont Mayakoba. I had been a guest at the Fairmont Mayakoba a few years ago and was so impressed by the grounds and the service that I selected the Fairmont Mayakoba as my dream wedding location. The wedding is set for March of 2014 so we contacted the western group sales team to see about availability and pricing at the beginning of March of this year. The group sales rep for our region responded to my query and let me know that she would not be able to confirm availability for a few weeks but that she would provide a quote for us in the meantime. As per her instructions, we checked back a few weeks later and was told that the convention schedule was not still not set yet and she would not be able to confirm anything at that point. A few weeks later (April), we contacted her again and she told us that the Mayakoba has a policy not to schedule weddings for the following year until November as weddings are not a priority for the Mayakoba. But given the small size of our wedding she was sure she could get the booking approved as soon as a prospective convention signed their contract.

We spoke and emailed with her on May 12th and she assured me that we had a very good chance of getting approval, but that the convention was still reviewing the space. We were to check back a few weeks later. But when we did so we received a voice mail indicating that the Western office was now closed. So we contacted an onsite rep at the hotel, as he had been copied on a few emails. He advised that the western rep was no longer an employee at the Fairmont, and it was a NO in regards to the Mayakoba accepting wedding reservations prior to November 2013 for 2014. This policy of not reserving next year's weddings until November is ludicrous. This time frame barely gave us (or any couple) time to get invitations made, let alone time to secure vendors or give our guests the ability to coordinate travel, that's if we could be guaranteed our dates. But since that was not possible, we could easily see ourselves without a wedding venue by waiting so long.
My fiancé and I are extremely disappointed with the way that the Fairmont has handled the request for this business agreement. Not only is it poor business practice to create a policy that alienates a prospective customer that would like to provide revenue for the hotel, but exhibiting such disregard for customer service is untenable, particularly for a hotel chain that prides itself on exceptional service. In dealing with the back and forth, we've had to delay the planning of our wedding for five months and we still don't have the venue booked. While eight months seems like plenty of time to book a wedding, it is not given that we are planning travel for guests coming from various countries around the world, not to mention that quality vendors are already booking up for those dates.

After we contacted management at the Fairmont about our disappointment, we were then told that they would be willing to "do us a favor" and book our wedding. We expressed our concern that the hotel would host us grudgingly and we were assured that we would be treated with the same exemplary service that any other wedding would be given. After various emails and back and forth, we got the contract. In which we were told that the group rate we'd been given would require a minimum of 10 rooms booked.

When we started working with the western rep originally, we'd asked about minimum room requirements and additional fees to host the wedding if the wedding party was staying elsewhere and we were told that there was no minimum for a room block and that if we chose to stay elsewhere there was no fee. Which is why we continued working with her. We have a very small group and it is not feasible to guarantee that 100% of our invited guests will be attending. When we saw the minimum of 10 rooms in the contract, we asked for an exception given our circumstances and the previously given information; which was denied. We let the sale director know that it would have been likely that the number of rooms that would have actually booked would have exceeded the room block minimum, but we didn't feel comfortable with the likelihood of throwing away money in the even that our invited guests not attend the wedding.

Then we asked to remove the room block from the contract, in hopes that we could book the wedding and then get the room block later once we get confirmation from our guests. But the sales director told us it would add an additional $3000+ for the location rental. This equates to approximately one third of the current quoted budget. There was never any documentation about this fee when we inquired about this previous. Does the Fairmont charge this outrageous fee for couples wishing to renew their vows...unlikely. This fee is not anywhere on the website either, which may indicate that it's not a required fee.

We have since emailed the original management and corporate relations rep stating that it is apparent that the hotel does not want our business and have thus received no reply. We've made every attempt to rectify this with the hotel itself before posting any sort of review. We feel as though we've been strung along over the past five months, with upwards of 70 emails exchanged and numerous phone calls to find out that the hotel has no interest in hosting a wedding and we could have already made our wedding plans with a hotel that wanted our business months ago.

In short we've been inexcusably disappointed with the Fairmont in this regard.

Stayed: June 2013, traveled as a couple
12  Thank Dyerseve19
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 reviewResponded July 31, 2013

Dear Ms Dyerseve19,
It is very disappointed to read your message, considering that Fairmont Mayakoba through its group sales team, and me personally, have tried in different ways to accommodate the needs of your wedding.
As we have communicated on different channels, there is nothing we would have loved more than being the host of your wedding and to participate in creating memories that last for a lifetime. As professional wedding planners, our job and duty is to anticipate not only the needs and wishes of our guests, but also to follow the business protocol, which in this case, requires a minimum room block and rental fee. Be reassured that this a standard business practice when planning a destination wedding or special events at hotels. We sincerely regret that in this case, even with the special concessions we have conceded, you are not satisfied with the offer.
We know that this is a special event as it will be the beginning of your life together as husband and wife, therefore we truly hope that you find a location than can accommodate your needs, or if you would reconsider accepting the minimum room block, we will be more than happy to look into the planning of your wedding with us.
Sincerely,
Paulina Feltrin
Director, Public Relations

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 24, 2013

We just returned from a week stay at the Fairmont Mayakoba. My wife and two young kids. Let's start off by saying the resort is beautiful! The hotel is situated in a rain forest/jungle with a swimming pools and a small beach. I say small because the size of the resort in comparison to the beach is smaller than one would think to accommodate such a huge resort. The stretch of beach front was never crowded and everyone seemed to enjoy some sense of personal space. Like previous reviewers have mentioned the there is a stretch of rocks or shells at the shore line that make entering and exiting the water a bit rough but if you can jump in and swim past it won’t be much of an inconvenience. The swimming pools were large enough to never feel crowded and yes, you could easily swim without interference from other bathers. Plenty of lounge chairs and umbrellas in the pool area the pool staff quickly provided towels to all in need. The accommodations were spectacular. We stayed in a Casita situated between the main building and the main pool about a 3 to 5 minute walk in either direction. The room was spacious, clean, and perfect for a family of four. Two queen beds, spacious bath with sliding doors providing privacy. Modern fixtures in the bath and shower and a very well furnished dark wood room with marble floor made the room tastefully decorated. The grounds are huge and there are golf carts that run consistently throughout the day and night to get around. In one week we never waited more than 3 minutes for a ride. There are also bicycles for adults and youths to ride help get around. The youth bikes have to be checked out in the transportation area (be sure to ask for a lock) if your youngster will be planning on riding all day. Three restaurants are on the property and the lobby lounge serves food and drinks from lunch into the evening. The food in the lobby lounge was excellent. We ate most of our meals at Las Brisas located by the beach. The views from the restaurant are spectacular! The food was also very good; entrees and appetizers were very flavorful and delicious! The kids menu was a pleasant surprise as it offered more than your regular burger, chicken fingers, and mac & cheese. It seemed to us that the service during lunch was not as good as dinner. This may be because the bar / kitchen has to accommodate the orders coming from the beach and pool during the day. We didn’t eat at the restaurant that offered the buffet because for the same money you can dine in a civilized manner at Las Brisas. We passed on the third restaurant for no particular reason and hope to return and eat there as well. Overall the week stay at the Mayakoba was great. There were some hiccups but nothing that will ruin a vacation. The boat ride tour is a must! The Café Maya serves coffee and pastries for quick breakfast. The staff overall are very pleasant and wonderful to all guest. The kids took some time to get into the kids club. I think the kids club is well suited for very young and gamers. There is no evening entertainment. This resort will suit you fine if you are looking to relax because it is a beautiful, peaceful lush oasis. We will definitely come back and recommend it to anyone looking to getaway and relax. Some commentators mentioned the price for meals were expensive. We are from the northeast and eat out enough to appreciate fine dining and that is what you are paying for, so IMO the dinner bill was justified. Mayakoba is safe bet if you want to enjoy a beautiful resort, wonderful staff and great meals!

Room Tip: Second floor Casitas are a first choice
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  • Stayed: July 2013, traveled with family
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Thank Old M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 16, 2013

The hotel is very nice and different because it is set in a jungle by the sea and it also has a delta. The room was nice clean and spacious. The staff is very friendly and polite. It has 4 restaurant wich can cover anny taste. The Lagoona restaurant has traditional mexican dishes which include insects, ants eggs and worms, mmm yummy. I would go back anytime.

Room Tip: Casita near the sea.
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  • Stayed: June 2013, traveled with family
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2  Thank mypoview
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 12, 2013

This was our 3rd visit to this Fairmont Mayakoba. I want to give the staff 5 Stars. They are always so friendly and accommodating (as much as they can be and still follow the rules). I think the problem here is the upper management or main corporate. The hotel is worn, which is a shame because this property is not that old. The service is subpar. I think that is strictly due to the poor training. You could see the staff trying, but they just don't know any better. In the past 5 years, the food quality has declined. There must have been some serious changes in "the kitchen".
Prices are not out of line as some reviewers state. The prices are what you would expect to pay at any upscale resort. If you want a deal go to an all inclusive mega resort. You get what you pay for.

Okay.. That being said, I still wouldn't trade this place for any other hotel in the area. The rooms are big and bright. The housekeeping staff is amazing. The beach is awesome. Yes, there are some rocks and seaweed, but guess what? It's Mother Nature! My 2 year old and 7 year old played all day long and were perfectly safe and happy.

I hope they give a little TLC to this gem and get it back to what it was.

  • Stayed: July 2013, traveled with family
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3  Thank Goods31
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 7, 2013

We, my wife and two 10 years old kids, stayed for ten days and it was really awsome. We were treated like kings. The hotel service was one of the best of our lives. We enjoyed a lot.

We strong recommend this hotel!!!!

  • Stayed: July 2013, traveled with family
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1  Thank Ricardo O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about 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
#7 Spa Hotel in Playa del Carmen
#9 Luxury Hotel in Playa del Carmen
#10 On the Beach Hotel in Playa del Carmen
#15 Family Hotel in Playa del Carmen
#22 Romantic Hotel in Playa del Carmen
Price Range: $259 - $1,036 (Based on Average Rates for a Standard Room)
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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