TripAdvisor Traveler Rating

Great customer service, the food was amazing. I had a great time with my family, Leobardo was great with us.

We stayed there in 2 connecting rooms in March 2026 from Saturday to Thursday. Dining issues: -reservations are required even without the meal plan, which no one tells you up front - There were no available dinner reservations for our group any of the nights we were there until we called the front desk and begged. Still they were only able to find one reservation at a suitable time during our entire stay - they promised to follow up about reservations for the final night and did not -as a consequence we had room service or ate elsewhere at all but one dinner Rooms: -clean and well kept but musty smelling -very loud noises from both outside and connecting room -no bottle opener for in room water bottles first night -fridge not cold in either room Generally -disorganized with poor communication among staff, who told us certain dining options were open when they were not -restaurant closures without staff informed or signs posted -limited sunscreen availability. Staff reluctant to call other parts of the hotel to enquire about inventory Cocktails at Hix with Maria were the redeeming feature of our trip on site. She was so hospitable and knowledgeable of her craft. 10/10 would recommend her but otherwise for the price we will not be back.

Great experience at Fairmont Mayakoba in March 2026. Fernanda Salgado was amazing and a great help with booking activities, reservations and travel. She was a pleasure to deal with. Extremely friendly and pleasant. She definitely made the stay more enjoyable.

This is the first review I've ever left a hotel in 30+ years of travel, but felt compelled to do so. The property was beautiful and the staff was great, no surprises there, so it's hard to be 100% negative here, but there were a few big things I thought that just really derailed our experience. - We were immediately upsold at check in on a higher class of room with butler service and a better room location, which we rolled the dice on given it was an anniversary trip. It took more than a full day to even meet our butler, and by then we'd already made most of our plans for our 4 day trip. The gentleman was very nice, but it was essentially a concierge not a butler, which the hotel already provides. The room location was a little closer to the beach, but it was just hard to believe we got anywhere near the value for the additional cost we paid. That started our trip off on an immediate sour note seeing quickly how much money we had wasted on top of our original reservation. When I told the front desk after it had been 24 hours and we still couldn't reach our butler that we wanted to just drop back to the original room rate and location, I was told management would get right back to me. Multiple times. It seems like disputing it on a credit card bill would be the only option at this point. - The first 2 days of our 4 day trip, everything seemed to be closed off for weddings or private events... the sole adult pool (the only place in the hotel to get away from the kids), the beach side restaurant open in the evening, the rooftop bar - and all of this during "spring break" when it was hard enough to try and find a quiet space to relax. We paid a premium for both the room and our upgrade, and it felt like we didn't get access to what we paid for. - Hard to state how thin the walls were - we could barely sleep in the evenings given we felt like we were a part of the conversations in the room next to us. Overall there were positives too, just nothing that could offset the disappointment and feeling we just candidly were oversold and overpaid for what we received on a big anniversary trip that was a long time coming. We've stayed at the Rosewood Mayakoba previously and other Fairmonts around the world, but I'm not sure the next time we'll visit one after this trip.

We had an incredible experience at the Fairmont. We stayed in the Heritage section and had a large 3 bedroom suite for our family. This comfortably slept 7 of us. One of the greatest parts of this was our butlers Fernanda and Javier. They were so helpful for us and the two families traveling with us for reservations, car services, in-room dining, etc. They will probably be missed most of all. If you have never been to the Fairmont it is connected to Rosewood and Banyan Tree resorts. It is all one large property with a golf course going through the middle of it. The pools and beach access are great and the food is amazing. It is a little pricy, but so worth it.