Fairmont Mayakoba

Top tier resort with excellent service. This resort deserves all 5 stars for amenities and services provided. We had the bulter service that made everything really simple. Vanessa & Augustin were top notch. They made reservations for us, explained all the amenities in detail, they were available from 8am to 11pm, & responded to anything we needed almost immediately. I highly recommend this service. The food was good at most of the restaurants. Like any resort, you get tired of eating at the same 5 places after a week. We had breakfast included, but lunch and dinner was not. It is expensive, but we were still ahead by not having the all inclusive. The beach & pools are full service and are taken care of really well. The rooms we had (connecting) were incredible as was the service of them. All in all it was an awesome experience for my family of 5.

Trip tp Mayakoba As a family of 4, 2 kids we did a lot of research and went to Mayakoba. We have been Cancun many times but this trip was wonderful compare to the others. Room is clean. As every one said you really need to look for something to complain. Shuttle to go everywhere. Very friendly staff. All are willing to help. There was one incident in La Laguna, looks like this person had some family issue kept his face forzen. I checked with George the other waiter, what is wrong. 5 min later the other person totally changed. I would say boat ride was awesome. Miguel and Luis very nice and explained all in detail. We also did the snorkeling. Fransico and other person with a medic in the boat. My son got injured, they bandaid him in the boat. What else you can expect. Simply nice. Expensive but it is worth the money you pay. The Thai restaurant is the one we didn't like but it could be just us. Our taste may be different. But the ride they provided to take there and boat ride to take you back and a SUV is waiting for you. It is really a 5* treatment. We haven't used all inclusive still eat went couple of times outside. The only complain I have is the ride fare of $450 pesos is a rip off. I think it has been designed that way to keep you inside. I like to see outside not stay all the time inside when you go that far to a country. So we went out. I almost gave 4* for that but changed my mind. ohh forgot to mention if you are the one hate to put towel and hate look for free beach chairs, pool side tables this place is for you. Plenty to options. clean and nice chairs, towels. Good food. Go for all inclusive if you don't want to worry about costs but not all of them included though. Some you need to pay. So make your call. We didn't. Stake place is nice, I believe it is Nicks or something, La Launa for b'fast. Front lobby there is resturant we tried sushi there. It is good. One night we went to 5th street and ate at Porfirio's. Recommend. $150 USD for 4. Tips included. Another night someplace called La Oasis. Don't go. Not worth it. Over all it has been one of the nice trips. Will consider going back.

Run down and a hot mess at the Fairmont Mayakoba We started getting frustrated before even arriving because we had requested information from the hotel to book golf tee times, spa and dinner reservations, etc. When we sent them a detailed emailed, they answer one or two questions and book 1/4 activities and it would take them days to respond. When we arrived at the hotel, we got a butler who communicated via WhatsApp in a similar style… they would answer one of the questions, it wasn’t until end of day two, that someone came to formally introduce himself, no one showed us around the property, nobody gave us any information about the activities, classes, or anything that was included. Even when asked it was like pulling teeth and we had to ask multiple times, complain, ask again, follow up... We have three kids that ordered their own food and the waiters never actually took their order. We were double billed and tipped twice for drinks ordered by the kids. There’s little respect for the kids here which is surprising for Mexico and honestly it’s not a vacation for me if I have to get up and order every drink or food item for my 14 yr old or others. The rooms are so run down. Humidity and jungle wildlife are a part of life down here however there’s condensation and mold in the rooms which is very unhealthy and clearly due to lack of maintenance of the Air conditioning units. We had a mouse in our room that we discovered at 11pm one night. We should have tried to get it out ourselves but we called for help. When he finally arrived, the maintenance guy scared the mouse out of the corner and under the beds which was then impossible to find him. He couldn’t locate him and then left after telling the kids that these mice climb and jump. So at midnight we were arguing with the hotel to get moved. They finally moved us to another room. When we went back the next day to check we hadn’t forgotten anything, housekeeping was there and had no idea about the mouse and was flipping the room for the next guest. Bikes are available but are all dinged up, rooms are falling apart, not enough golf carts to get guests to and from places, nobody knows when the pueblito is open/closed, the temezcal only gets opened if there are more than 4 guests interested but as they don’t give guests information on anything most people wouldn’t even know that was there… The beaches are full of seaweed which is a grave problem all over this area. There’s no communication between the staff, nobody seems to know what’s going on, they tell you new rules daily, it’s a mess… not what you’d expect from a Fairmont or the price tag! The positives are that the property is beautiful, most of the restaurants are decent, the beds are comfortable, and some of the staff are great. We have traveled very extensively and have lived all over the Latin America, Europe, the US, and Australia, we are trilingual, we are very flexible and easy going but definitely understand value and it’s not here at the Fairmont Mayakoba. We stayed at the Grand Velas last time, and would choose that place over here anytime!

It was a terrible experience Terrible experience they over charged us without notifying us even after we paid for the all inclusive packages. I will never return here worst experience on our last day with surprise charges. The supervisor Miguel Martinez was especially not helpful.

Great snorkeling guide We had two amazing snorkeling trips with Erick Cortes at the Fairmont Mayakoba. He skillfully sailed us out to the reef in very slack winds. On the way out we talked about what sea life we hoped to observe. Once in the water Erick was constantly scanning to locate our heart's desire. We saw lobster, squid, parrot fish, all sorts of other fish including two stonefish. HUGE schools of snapper. And the very best was a sea turtle, that was at least 5ft long, 4ft wide. It was so impressive. Erick truly wanted us to have the best experience we could possibly have.