El hotel no es lo que era hace un par de años más su ubicación es extraordinaria. No resulté tan gratamente sorprendido esta ocasión.Comment of D. Oscar Eduardo , Mexico the 2016-05-14
My wife and I found outstanding service at this beautiful resort - in particular, Angel Davalos, Luis Sandoval, and Alberto Lopez in the Bisas restaurant, and Javier Ventura at Las Olas were simply amazing, wonderful to speak with, and served us exceptionally. They were one of the many reasons we look forward to returning. These gentlemen are great at their jobs and their interaction and caring for guests like us has made a huge positive impression upon us. Bob & Betsy, Pennsylvania, USA
"Don't go if you like to relax with good food and service"
We have traveled to Mexico many times in the past but always Cabo and Puerto Vallarta areas. This was the first time to this part of Mexico and we picked the Fairmont because of the reviews that were mostly positive. However, I just expect more for the price and the fact that it is a AAA 5 diamond property. I read through many of the 2 to 3 out of 5 star reviews before I decided to write this and they all mirror my same issues. If you look at them I will mainly repeat a lot of the same topics and that is the lack of service and lack of good food choices and quality. Pool/beach service is a joke and they will not set up lounges for you unless you seek someone out and ask them – even then it will take some time or they will be out of the lounge covers. Similar for ordering food at the pool/beach, you have to flag someone down and they do not check on you often enough. The drink pours are weak as well and I found out after the first day that I had to order a double to taste the alcohol (or catch a buzz). Lots of dirty used towels that are not cleared out when people leave also. Once you do get service the servers are very friendly. The restaurants are similar and you are forced to La Laguna for breakfast for the buffet breakfast or you can order from menu but be prepared for them to be out of things like Belgian waffles (really'') when you do and also to take a while to get it. The food gets boring after day two and there are some decent items but they lack choice. The room service menu has better food choices and quality but you cannot use that on the all-inclusive package. We ate at all three restaurants onsite (along with coffee shop and by the way that is our favorite but you cannot use that on the all-inclusive) and found the last night we decided to order room service and pay for it out of our own pocket just for choice. We also ordered fajitas (not on the menu) one night at La Laguna and we ordered chicken and they came without. Chef said he was sorry but that was it. The butler we had for our beach front room (sort of a joke) said he had set up the reservation ahead of time as well as the fajita order (they do have them on the room service menu but not in ANY restaurants). When we got to La Laguna to check in they knew nothing about either the reservation or the fajitas. She even scrolled up and down the reservations on the screen and our name was no place on it. Our butler did an excellent job of checking in with us daily but the only thing we used him for was to make reservations and as you can see that did not even turn out. It was just as easy for us to make all our own reservations. Also take note that slow service and messed up orders come with as little as 5 parties (tables) in the restaurant so it was not a crowded thing. I will say the Spa facilities were wonderful and we had a total of four treatments (including a couple’s experience) and the facility and service was outstanding. Let me touch on the transportation carts for a moment also. They are a pain in the neck. You have to call for one if you are out in the beach area for everything from food, spa etc. They will take about 5 to 10 mins and they shut down the 900 rooms while we were there as they were working on the path and could not get carts down to our room. You have to then walk to Brisas (or the Playa stop) and wait. That is not really a problem unless you are dressed up for dinner and it is hot as heck. In fact we do not mind walking and walked a lot but with the very hot weather, it gets old. The rooms were also okay but not great. You have to spend the money and get a suite if you want a king bed and for a couples vacation that is nice to have. We had two queens since we booked a ocean or beach front room (non-suite). We tried to upgrade but Angel at the desk lacks customer service! He basically said if you want to upgrade then it is 900/night more –take it or leave it. The place was not that full and he could have accommodated us. I heard him telling someone on the phone basically the same thing around “sucks to be you” when they were voicing their concerns over some of the accommodations issues they had. We also pointed out that they charged us for bottled water one day and it was not much money but we had the all-inclusive package and it was like $7.00. So we asked to have it taken off. He was very quick to go find the receipt and point out that it was our issue (sucks to be you again) because we ordered San Pellegrino and that was not on our all-inclusive plan. It did not state that anywhere in the book we were given! He would not take it off and it is the point not the dollar amount. We spent over $1,000 in the spa alone and he would not take off the bottle of water in order to make a guest happy! One other thing to note is that they cater to large corporate type events as well. They shut down the pool and areas of the beach and restaurants several times when we were there to cater to a large and annoying Pfizer group. Also last but certainly not least is the fact that I ended up with Montezuma’s Revenge on the second to last day and I only left the resort one time (48 hours prior) to dive. I did drink from a water cooler on the boat so it could have been from that but all other times I ate all meals and drank all water at the resort. This is a long review but I wanted to provide data behind my claim that the place is lacking service and good food for the money you are paying! It is a beautiful setting and you can go there and spend some quality time together but the prices they are charging should include some solid service from the staff as well as good food.
"Extremely Disappointed "
We were extremely disappointed with our stay at the Fairmont Mayakoba. The problem with our stay, and the reason many others praise the resort, was expectations from a "5 star" resort. Guests who don't travel or stay in hotels often, or have never stayed in a proper luxury hotel (such as a Ritz Carlton or Four Seasons), will probably enjoy the Fairmont, while travelers who have stayed in truly nice hotels will feel frustration and disappointment. Our disappointment began shortly after check-in when we were escorted to our "lagoon view" casita. The view was in fact of the hotel reception area, a block of rooms, and a high-traffic pedestrian bridge. We were also located directly across from one of the highest traffic areas on the property. Absolutely no privacy and not at all peaceful. We returned to the check-in area to express our frustration and request a new room: we were told, more or less, nothing can be done. Abysmal customer service, but--wait--it gets worse: I emailed a list of complaints to a general Fairmont customer service email address AND directly to the property; nether even bothered to respond. This was our first and most definitely last stay at a Fairmont hotel. This complete neglect for customer satisfaction is utterly disgraceful. Other complaints include: (1) the bikes to get around are almost never available and most have mechanical problems. If you're an active person and don't want to be shuttled around everywhere on a golf cart, bring running shoes because you're unlikely to find a bike when you need one; (2) it seems like restaurants and bars are always out of some menu item or drink ingredient (in our case, no raw seafood or cucumbers for drinks); (3) also, the food is mediocre at best (though we may have unusually high standard for dining); (4) bag delivery at check-in was too, too slow. We checked in and were told our bags would arrive shortly. After waiting nearly 40 minutes, we walked back to the reception, found our bags in a storage area, and dragged them back ourselves. I wouldn't mind carrying my own bags, but don't insist on bringing them to the room for me when I ask to carry for myself and then not deliver them in a timely manner; (5) we paid nearly USD $30 for sunscreen--that is an absolutely offensive, predatory price. A "luxury resort" should not price gouge for items that safeguard guests' health and comfort. Why not charge $5 a square of toilet paper' Or $20 surcharge to use filtered and purified water in drinks' Or charge for electricity in the rooms' Ridiculous. The hotel earned two stars because the staff were all extremely pleasant, kind, and helpful. From the grounds keeping staff to the service staff, we thought everyone was really, really lovely. We were debating between here and the Banyan Tree and decided that, in the absence of overwhelming praise for one over the other, we'd choose the cheaper place. In our experience, this was a major mistake. If you're looking to save money, or you don't have high standards for a "luxury" resort, this may be a good fit. For us, it didn't meet expectations. If this hotel were categorized as 3.5 or maybe 4 stars, we probably would've been happy. However, it simply is not a "5 star" hotel. Not even close.
We travel often and relish the amenities that come with high end properties. Our experience at the Fairmont in Maui was lovely and we thought we would give Mayakoba a try. We stayed on the beach with a private pool and butler. We loved the easy access to the beach and the convenience of our room nearby. However, the condition of the room and deck area were disappointing. We noted cracks/chips on tiles and walls, the living room couch had so many stains --we had to cover it in towels, the wooden stairs to the beach were dangerous with loose boards and there was just an overall feel of lack of upkeep of the property. The staff was friendly and accommodating. No complaints with the service! The property was huge and required guests to wait to catch golf cart "buses" to transport to/from restaurants and the spa. This was not pleasant. Often frustrating. We were a bit disappointed with the property restaurant meals. We stayed 4 days and ate often at Brisas and La Laguna. Same menus...same meals. Not very inspiring and mediocre at best. Unfortunately they were the closest options. Our best meal was during an impromptu get-a-way afternoon in Playa del Carmen. Definitely worth the trip into town. Perhaps we expected too much....Possibly we have been spoiled by other hotel experiences. Either way.... we left underwhelmed and will choose to invest our money differently the next trip to Cancun.
"Reliable Option in Mayacoba"
We came to the Fairmont after a failed experiment with a boutique hotel closer to Tulum and we were so happy with our decision. Mayakoba is a large development and the hotels are definitely not 'boutique', but they are reliable, new and immaculate. Our beach-area room was large with great beds (and bedding) and a super luxurious bathroom. We had a nice view of the mangroves and the beach was close by. Service at the pools and restaurants was perfect, but a bit inconsistent at the beach. The food was good, not great, and definitely not as good as other parts of Mexico. LOVED the bikes, but the hotel should buy more of them as they're a hot commodity around the property.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 12:00 PM