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We stayed at the Fairmont Heritage Place Mayakoba in April. This is the "residences" resort complex adjacent to the Fairmont Mayakoba hotel - but it is a completely separate property. We stayed in the 4BR Penthouse Villa with a group of 9 ladies to celebrate a milestone 50th birthday, for 4 nights. The theme for our stay was "good intentions, poor execution". The property itself is beautifully woven through the mangroves and lush tropical greenery. I think it was designed well to blend seamlessly into the topography and not be so intrusive. We didn't get to enjoy the pool or public areas of this complex, unfortunately. But in general appeared well kept. However, when we arrived and checked into the dedicated desk for this complex (versus at the main hotel), it was clearly not a 5* experience. There wasn't anything "wrong" per se - just a typical check in experience you would get at a Courtyard or Hampton Inn. Missing from this first impression was the "welcome" you grow to expect at your first-class properties. For example, a small welcome amenity like a cool towel to freshen up, a coconut water, or even having someone ready with cold fruit water would have made a world of difference. But it was just a dry exchange of information. After checking in, we were told our butler was going to be a while, so the front desk could take us up to our villa instead. To our dismay, and in hindsight, this was a bad call. Apparently, our butlers should have completed the check in so we could receive instructions on how everything worked - from requesting reservations, to golf carts, and everything else you can think of needing. Instead we were brought up with no real introduction to the property and this inevitably led to a lot of confusion for our first 24 hours. To cap it off - the Villa we were booked was located in a building with a broken elevator. Usually would not have been a big deal, but we had 2 ladies with recent knee injuries/surgeries which made this 4th floor unit difficult to freely enjoy. We had to calculate going down and up the least number of times - which hampered the experience. The elevator remained out of service our entire 5 days. The villa itself was gorgeous. The view was phenomenal and it was a very quiet location. We enjoyed our time in the suite. The only complaint we had was that the master bathroom AC did not work or did not work well. It was really hot and no air was blowing thru the vents. But the space was amazing. There was a "partial buyout" of the resort, by a corporate group, during our stay. The main resort (Fairmont) was basically closed to the non-group guests like us at different times for different venues. We even got our cabana reservation cancelled after having it reserved for 90 days prior to our stay, because this group needed that whole area. It was extremely frustrating to look forward to what was supposed to be a celebratory time, made instead to feel like second-class citizens. We had an entire itinerary planned within the complex entirely - but could not actually follow it due to the closures. On the bright side - the butler manager, Monica, and her butler team (Joyce, Julian and Edgar) really stepped up and tried to make everything right. We met with them on our second day to share our disappointments. They went **above and beyond** to coordinate some spectacular experiences for us - like bringing in food from the "closed" restaurant (due to the group using it as a lounge space) - and providing us with alternate venues (a private pool) as our home base. They ensured we were happy and genuinely cared that we had a good experience. Some other team members we want to thank for excellent service are: Jose (server at La Laguna), Marcos and Angel (cabana servers), Pamela (beach club manager), Cesar Luna (F&B manager), Cesar (server at Cielo), Mauricio (server at Fuego), Luis (overnight golf cart driver) and Humberto (beach pool server). They truly made our time with them special and felt like we were the only ones they were caring for. All in all, I wanted to LOVE this place. But the management of the complex, the lackadaisical front desk service and poor communication overall between Heritage Place and the main resort - really left a lot to be desired. It felt like the staff were lost or not trained, and there were a few rude employees. I don't think I would return here, but I may try the main resort.

Awesome resort had a great time. Santos the bartender at the swim pool was awesome. Can’t wait to go back again. Food was great. The beach was great. A lot of people sometimes complain about this hotel. I don’t see where had a great time. Can’t wait to return.

PEACEFUL AND RELAXING PLACE..DURING VACATION Fairmont Heritage Place Mayakoba -- Playa del Carmen -- what a wonderful place to be living..by a traveller..beautiful views. Lovely place by a party event Heritage place offers a 3- 4 bedroom residence villas excellent.& spacious room surprisingly very clean well kept it..an infinity pool with an ocean view is greatful..foods is fantastic. With a warm atmosphere location. Good ambience is great..very romantic. Luxury. Comfortable to stay..all staff is caring .pretty and concern.. Value 5 / Location 5/ Service 5 / Rooms 5 / Cleanliness 5 / Sleep Quality; 5

We just returned from an unforgettable spring break at Fairmont Mayakoba, and I can’t recommend it enough for families with kids. The resort is nestled in a stunning natural setting—lush mangroves, winding waterways, and a beautiful beach that kept both the adults and the kids happy all week long. From the moment we arrived, the service was top-notch. Alfonso from the bell desk went above and beyond at check-in, welcoming us with genuine warmth and making us feel right at home. What really stood out was that he remembered us throughout our entire stay—always greeting us with a smile, checking in to see how we were doing, and even giving us a golf cart ride one evening just because. It’s that kind of personal touch that made the experience feel truly special. The kids loved the boat rides through the canals, spotting turtles and birds, and we appreciated the calm, relaxing vibe throughout the property. The food options were great—plenty of choices for picky eaters and more refined options for grown-up tastes. We especially loved the beachside restaurants and the gelato station, which became a daily ritual for our crew. The resort is super family-friendly without feeling like a “kid zone.” The pools are spacious, and there’s a great balance of activities and downtime. We felt safe, well cared for, and totally unplugged from the daily grind. Fairmont Mayakoba truly exceeded expectations—it struck that rare balance between luxury and family fun. We’re already talking about going back next year.

Excellent service, everyone was extremely kind and attentive to all of our needs. We spend my mom’s birthday there (they didn’t know). Eventually someone spilled the news and although the birthday was a two days prior, they gift us a birthday dessert. Muchas gracias a Angel, Briss, Dulce, Eduardo, Ayax y Luis! Nos vemos pronto :)