Fairmont Heritage Place Mayakoba

Fairmont Heritage Place Mayakoba

Customer review rating (ALL Rating) 4.5/5 83 reviews

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Hotel location

Fairmont Heritage Place Mayakoba

Carretera Federal Cun Playa, Km 298, Mayakoba
77710 Playa Del Carmen
Mexico

  • By plane

    CANCUN INTL AIRPORT At 42km / 26.1 miles - Shuttle paying

GPS:20.687637, -87.027426

Hotel services

Check-in from - Check out up to

In summary
On site
  • Swimming pool
  • Car park
  • Shuttle
  • Restaurant
  • Wheelchair accessible hotel
  • Well-being
  • Air conditioning
  • Wi-Fi
  • Breakfast
  • Bar

Our accommodation(s)

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.5/5  83 reviews

TripAdvisor Rating  5.0/5  22 reviews

Beautiful

TripAdvisor rating 5.0/5

Jeannette Lopez M TripAdvisor review

We had a wonderful experience staying at Fairmont Heritage Place Mayakoba. Everyone was beyond attentive! The accommodation was perfect for our family. Wonderful experience and extremely comfortable and safe stay. Will definitely return!

Thank you for sharing your experience, Ms. Lopez. It is always a pleasure to receive such positive feedback and I will be delighted to share your kind comments and compliments with all our colleagues. Thank you again for sharing your experience and we look forward to warmly welcoming you again to Fairmont Heritage Place Mayakoba in the near future.

Most amazing resort we’ve ever stayed in!

Customer review rating 5.0/5

A. A. Families - Confirmed reviews ALL

This was our 4th visit to the Fairmont Mayakoba and our first staying in one of the Heritage Place villas. As always, the trip was amazing from start to finish. Our butler Alejandro reached out before arrival to make sure everything was ready for us. He booked all of our meal and spa reservations and the communication was seamless. He was there to welcome us when we arrived and in constant contact with us throughout the trip. This included often acting as our private golf cart chauffeur, which was fantastic. I honestly can’t say enough good about the service he offered. As with every other trip to the resort, we found every member of the staff was wonderfully helpful, friendly and accommodating. If you find yourself in either Gian Carlo or Oscar’s section at the beach, you can be assured you’ll never be without a drink or delicious food. Gian Carlo even sought us out on what he knew was our last day to say goodbye. We travel frequently but Fairmont Mayakoba (and now Heritage Place) is a resort we will continue to return to.

Dear Mrs. Anderson, We very much appreciate your comments regarding your recent stay at the Fairmont Heritage Place Mayakoba. It is always a pleasure to receive positive feedback. I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services. What a pleasure to see how Alejandro (Butler) Oscar, Gian Carlo (beach) and Juan (Hix) made your stay memorable. Please kindly share your positive experience in TripAdvisor under Fairmont Heritage Place Mayakoba. Share their names and the team will recognize them. Thank you again for sharing your experience, and we hope your next visit will be as pleasant as this one. Sincerely, ERICK VIERA RESIDENCE DIRECTOR Fairmont Heritage Place Mayakoba, Riviera Maya

Review based on treatment of staff

TripAdvisor rating 2.0/5

flaura Families - TripAdvisor review

We stayed 4 days in a 4 bedroom residence we rented through Airbnb. We were supposed to bypass the front desk altogether and communicate exclusively through our Airbnb host company. Due to a communication error (spotty WIFI), we made the mistake of thinking that a 5 star property would have the manners and decency of treating us like their guests, regardless of who we rented from. Instead, our family who had just spent 3 glorious nights at the ANDAZ next door, naturally expected the same top night service, were treated like trash by the most rude front desk staff ever. The moment they found out we were there through Airbnb, they told us they could not provide a single service for us. The only finger they lifted was to literally point us in the direction of our room. They went as far as telling us that the owner of the home was late on his payments and they were happy that he was at least getting clients to pay for his dues. HOW UNPROFESSIONAL IS THAT? Luckily, our driver from the ANDAZ was professional enough to stay with us through this process and helped carry our many bags and souvenirs that we had loosely packed, because we were just hopping over a few properties. Our Airbnb host was very apologetic but it didn’t make up for the way we were treated the entire time we were there. Unlike any Mexican hospitality we have ever encountered, we ignored and never greeted while passing though the lobby when walking to Fairmont for any services. I slipped and hurt my foot on their lobby steps on our last day. Only the valet guy came to see why I was screaming bloody murder. We completely understand that what we rented was separate from the Heritage itself. But why so rude? Why go out of their way to make us feel so unwelcome? The only saving grace was that the home we rented was beautiful. It and our time at the Fairmont hotel having lovely meals and pool time made up for the disgusting Heritage staff. .

Fabulous experience at Heritage Mayakoba

Customer review rating 4.5/5

M. S. Families - Confirmed reviews ALL

I had the best time enjoying my family and my stay! The service is second to none and I have been all over the world at the best hotels! My butler, David, was impeccable and made sure all of us had an amazing experience. The reason for the 9 was strictly due to the renovations!

Dear Mrs. S., Thank you for taking the time to complete a survey following your recent stay at Fairmont Heritage Place Mayakoba. We greatly value and appreciate your positive and constructive feedback and it will be my pleasure to share your kind compliments with our team. Your experiences will serve as an encouragement to all of our colleagues as we strive every day to provide the highest standards of service for our valued guests. Most of the Food and Beverage offerings are in renovation at this moment and the new Beach Club and Laguna will be as excellent as Tauro once they reopen late August-Sept. Last but not least, thank you for recognizing David´s for always going beyond our guests expectations. I kindly invite you to share your positive experience in Tripadvisor under Fairmont Heritage Place Mayakoba, especially that part related to our team hospitality. Please do not forget to mention “David” as the star of the story. Thank you again for sharing your experience, and we very much look forward to warmly welcoming you again to Fairmont Heritage Place Mayakoba in the near future. Yours sincerely, ERICK VIERA RESIDENCE DIRECTOR Fairmont Heritage Place Mayakoba, Riviera Maya

Excellent service

Customer review rating 4.5/5

O. Families - Confirmed reviews ALL

Great property, the beach was fantastic!

Estimado Sr de la Garza, Muchas gracias por compartirnos su experiencia durante la última estancia. Nos da gusto saber que su estancia haya sido placentera y que haya disfrutado ampliamente de la propiedad y de la playa. El equipo agradece su estancia y que además haya compartido su experiencia con nosotros ya que esto nos motiva a seguir adelante con las mejoras de la propiedad. Por favor comparta su experiencia en Tripadvisor y si alguien del equipo hizo la diferencia haga esa mención y serán reconocidos por todos. Saludos cordiales, ERICK VIERA RESIDENCE DIRECTOR Fairmont Heritage Place Mayakoba, Riviera Maya

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Other web-users rate our hotel

  • 9 reviews 5.4/10 Location
  • 22 reviews 8.7/10 Room
  • 42 reviews 8.7/10 Service
  • 27 reviews 7.7/10 Amenities
  • 8 reviews 8.9/10 Pool
  • 5 reviews 10/10 Comfort
  • 5 reviews 2.2/10 Cleanliness

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