Fairmont Mayakoba

5.0 star rating

Exceptional accommodation with superior facilities and services.

    What to expect (based on 6139 reviews):

    Cleanliness

    Cleanliness-5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4.5

    Value

    Value-4

    5 most recent TripAdvisor reviews:

    Unethical resort fees

    Reviewed by travel33te(Te Anau, New Zealand) on Jul 07, 2020

    		
			TripAdvisor users rated this property 
			2
			 out of 5

    Fairmont Mayakoba charges exorbitant resort fees of $25 PER PERSON per night. These resort fees are unethical because they are designed to misleading consumers by advertising low rates but charging higher rates during the stay. The hotel can only address the situation by completely eliminating the resort fees.

    Individual ratings:

    Service

    Service-2

    Value

    Value-1

    Not up to the Fairmont standard

    Reviewed by axriyadi(Boston, Massachusetts) on Jul 05, 2020

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    This is the email I sent to the General Manager on Monday, June 29th, the night before I was scheduled to depart. I have yet to receive a response. In addition, I would also note the horrible check out experience in which there was no agent present when I arrived at reception. When somebody did show up, she couldn’t get her computer to work, hence she was unable to print me the invoice, nor process the credit card payment. I had to wait for about 20minutes, all meanwhile my driver was waiting to take me to the airport. Here’s the email: “I am writing to express my disappointment over the service (or lack thereof) on our most recent trip to your property. This is our third time at your beautiful property, and unfortunately things did not go as smoothly as the first couple times we were here. We come every year to relax and enjoy the delicious food and gorgeous surroundings, but especially the impeccable service one have come to expect from the Fairmont brand. Here are my complaints, in no particular order: - Noise disturbance starting around 8am on Sunday, June 28th. There was loud noises of furniture movement from the adjacent room. I called Royal Service and they said they would send security to check. However, two hours later the noise still persisted. - Cart service needs to be improved in order to accommodate ALL of your guests. I always call ahead and asked Royal Service to send a cart/buggy, however, most times the wait exceeded 15 minutes, as it was the case in the morning of Monday, June 29th, where the wait almost reached 25 minutes. On this particular morning, only 1 shuttle was running since it was the same driver that went to the lobby, who picked us up to go to the beach. Large families would also occasionally occupy the entire shuttle, hence the need for more shuttles to go on a more frequent basis. Your enhanced cleaning protocols in regards to this also needs to be enforced, since often times the driver failed to clean the seat after each guests have left. - Housekeeping service on Sunday, June 28th, was abysmal. I had specifically requested, before we left for the day, for 4 memory foam pillows and 6 bottles of water to be brought up to the room. When we came back to the room around 5:30pm, we found that housekeeping had not brought the pillows, nor did they place the correct amount of water. Furthermore, the staff also did not provide us with a clean bath mat, nor did they replenish the bathroom amenities and tea/coffee supply. We had brought this to Penelope’s attention as well. Most disappointing of all in this situation was that I requested to speak with the Housekeeping Manager only to have someone come to the door riddling off excuses, none the least of which was that, “perhaps there was a misunderstanding.” There was not a misunderstanding. Your team’s inability to communicate with each other isn’t my problem. Housekeeping and turn down service on the last day was great. - Pool service was literally non-existent for the first two days. Even after speaking with Antonio about this, every time we went by the pool area, there was no attendant to be found. This is a loss of profit for you, since, had it been adequately staffed, people would’ve ordered more. We decided to stay at the beach the entire time since the service there was much better. On the last day, however, I am glad to see that the pool was staffed. Shout out to Marco and Oscar at the beach who always provided us with excellent service. - Food and beverage options, even during these unprecedented times, needs to be improved. We are here on the all-inclusive package, however we feel “cheated” due to the lack of dining options available at the property. Literally the menu was the same every single day. Even the simplest things like your famous young coconuts, or a fresh fruit smoothie, was unavailable. I also think that if you do decide to only have one dining outlet open for dinner, that it should have more options and have more of a “local” feel to it, such as freshly caught seafood and traditional Mexican favorites. Nobody travels to Mexico to have sub-par Italian food. Lunch also had limited options but I didn’t mind it as much since it was more “traditional”. Perhaps one temporary solution is allow people who have the all-inclusive package the option to dine at the other Mayakoba properties. One positive thing to note is that the service at El Puerto was always impeccable. - Pool closure does more harm than good. Wouldn’t it in your best interest to open all the pools, so the guests can better socially distance themselves, instead of being consolidated into one pool? I know the Bamboo pool is also open, however there is zero service there and hence it’s empty most of the time. - We were not greeted upon arrival. This also applies to our arrival the first couple times. This really needs to be improved since I truly believe that first impressions are crucial. The greeter was busy assisting another family with the hand wash and covid questionnaire. Meanwhile, we were left standing there, not knowing what to do. The son of the couple of the family in front of us literally offered to help pour the water from the jug to wash our hands with, however, we told him that it was not his job to do so. My partner and I could also technically help each other wash our hands, but that is beside the point. The point is we should’ve been greeted properly and somebody should’ve helped us with the hand wash, without being asked. On the plus note, we had never experienced any problems with check-in. The front desk was always friendly, courteous and efficient. - The so-called “Royal Service” line is often busy and have long wait times. I had to wait over 10 minutes to talk to someone on the evening of June 29th. The agents, however, are always friendly and courteous. With the exception of the enhanced cleaning protocols, which to be frank I am a big fan of, guest experience should not be different whether staying pre or post covid era, as it relates to the high level of service one have come to expect from the Fairmont brand. I hope my honest comments and suggestions are helpful in making sure that this does not happen again in the future.”

    Mayakoba June 2020- Daniel González

    Reviewed by morganballengee1() on Jun 21, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    This is our family’s second time to the Fairmount Mayakoba in 6 months. The beach is perfect, the staff is kind but the best part is Daniel! He is so warm and accommodating. His love for his job shines through. No request is too cumbersome or trivial.

    Fairmont Mayakoba

    Reviewed by James_ballengee() on Jun 21, 2020

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    Had another amazing visit to Fairmont Mayakoba. Service was amazing as always. Even during this difficult time the staff made sure that everything was perfect. Special thanks to Daniel our butler and Michael Marstensen, FB director. Thanks for making the birthday so special.

    Fantastic for a fly and flop!

    Reviewed by acpackhouse(United Kingdom) on Jun 20, 2020

    		
			TripAdvisor users rated this property 
			4
			 out of 5

    We spent a week pre Covid 19 at this well organised resort just before the UK went into lockdown in early March 2020. We were en route from San Francisco visiting family back to the UK and the flight timings and situation were perfect. We cannot comment on the coronavirus precautions but we found the service everywhere in this resort to be quite outstanding. Friendly, efficient and highly professional. We stayed in a Deluxe Casita overlooking the mangrove forest. The room was quiet, very spacious, immaculately clean and had everything that we could possibly need, even our own Nespresso machine. Beds were divinely comfortable and sheet - and sleep - quality top of the range. The entire resort was well organised with very regular golf type buggies to take us to the beach (glorious), one of the many pools or to one of the three restaurants. Although the resort is large, everything is very well spaced out among the lagoons and mangrove swamps and we did not at any time feel crowded. The buffet breakfast in La Laguna was sensational and well organised and our lunches on the beach or around the pools were great. Service throughout was again superb - friendly and efficient - and lunchtime snacks were excellent Our only slight negative was the quality of our evening meals. El Puerto - an Asian fusion restaurant - was excellent but we found the Mexican dishes at La Laguna in the evening not to our taste and the evening meals at Brisas Coastal Grill were somewhat disappointing with fish sometimes overcooked and dry. Having said that, the settings were lovely and nothing was a huge disaster and everything , at all times, was served with a friendly smile and a keenness to please which we found delightful and very relaxing.. All in all,we had a great week.

    Individual ratings:

    Service

    Service-5

    Value

    Value-5