Fairmont Heritage Place Mayakoba

Pros +

• Heritage is a cluster of condos adjacent to the main hotel. There are two different check-in lobbies, so be sure you go the correct one. The condo itself was actually pretty great. MUST bring eye masks to sleep bc the smoke alarms blink so often and bright it’s like a disco strobe. But otherwise, it’s very comfortable for a family- great size. Laundry pods are included, water to fridge is filtered to drink, etc.However, our primary pain w our stay was the Fairmont itself. The property does NOT look like the photos online! It is certainly not a true luxury property, like the nearby Rosewood Hotel. Even after its renovation, pool decks were dirty and cracking, the overall feel of the property is worn and tired. The endless wait to go anywhere reduces even the longest of fuses. It is NOT a beachfront property! The beach is a 25 min walk or a 5-10min wait for a golf cart plus another 5-8 min journey to the actual beach. We waited more than 15 min at one stop on property and finally, defeated, walked “home” w a slew of new mosquito bites.The food is nothing special- Touro, their steakhouse, was decent but overpriced. And even for an 8:30 seating you will find yourself sharing company with crying babies and individuals who are in sweats and tees. It felt more like a 3-star experience.Our butler was lovely and tried very hard to make us happy after our complaints were voiced. We shortened our stay by two nights (at a financial loss, no less) in order to “save” our vacation and stay elsewhere. Try the St Regis or The Edition in Kanai if you want a truly upscale experience and easy beach access with incredible food and service. Or the Rosewood in Mayakoba.You will not be able to eat dinner on other Mayakoba properties, as advertised, very easily. It takes effort and like very very late reservations (9-9:30pm).
• Everything was excellent! Specially the staff and Fernanda our concierge that took care of us since before our arrival and after we left, she was truly amazing and made everything smooth and easy for us to enjoy our vacation. I highly recommend her!
• Beyond expectations

Cons -

• See above