Fairmont Heritage Place Mayakoba

I booked a 3-bedroom residence for 10 days at Fairmont Mayakoba Heritage Place in January 2026 for my family. The positives: The resort itself is absolutely beautiful. The grounds are immaculate, the greenery and beach are breathtaking, and the pools are superb. The butler service at Heritage Place was exceptional. Our butlers, Rodrigo and Fernando, were incredibly attentive, anticipating our needs and ensuring our comfort throughout our stay. The issues: My main concerns are with the administration and billing practices. I booked this stay through Chase Travel using points (the property was featured on Chase’s “The Edit”). The cash equivalent for our stay was $34,000 USD, which was advertised to include the room, resort fees, taxes, and breakfast. Upon check-in, the front desk either seemed unaware or unhelpful regarding my pre-paid reservation and placed a $40,000 USD hold on my credit card, effectively limiting its use for a prolonged period. At checkout, I was charged over $3,000 USD for resort fees and an “eco tax,” which I were advertised as included in the Chase booking. My concerns were dismissed, and I ultimately had to escalate the matter to Chase, who reimbursed me for the incorrect charges. Additionally, there were multiple other billing errors totaling over $400 USD. These were acknowledged, and I was told I would be refunded. My advice: review your bill carefully before leaving. Overall, the property and service are outstanding, but the repeated billing issues were frustrating and felt too systematic to be mere mistakes. I strongly urge management to review these procedures to ensure future guests are not similarly affected. This resort deserves to shine without such complications.

Our stay was absolutely exceptional! We stayed at the Heritage Place part of the hotel and particularly liked Angel and Brissey at the club bar there. They were attentive, accommodating, and so kind. Highly recommend! We will definitely be coming back again!

Carlos, Sophia and Irene arranged for the most wonderful surprise: Captain Miguel to come out of retirement to give our friends the eco tour! Miguel offers so many fun facts about the property, flaura, fauna, and birds it gives you a deeper appreciation from which to enjoy the resort. We’re so excited about he’s now in Valet so he can be the first and last experience for guests! We kept Irene pretty busy with lost and found and reservation changes and she accommodated us with positivity for all! Hebert provided exceptionally memorable service at Tauro from wine to meal recommendations. His smile lit up that dark intimate dining room. Jesus the cart driver is such an animated character! He engaged the kids with his silliness and set the stage with our first night welcome! Jose’s service at Feugo was top of the professional game! He timed the meal to perfection and knew the menu in depth. Rodolpho is poolside to meet all our needs with his check ins. Profa Diana at breakfast makes sure the children learn a few new words in Spanish to bring home. We love chatting with her and learning more about Mexican culture. Adalina at breakfast has a smile that’s our morning caffeine and sunshine. Angel at the beach pool was helpful in securing me vinegar for a small jelly fish sting. Victor and Kevin at La Laguna took pride in sharing facts about their local products.

Our stay at the Fairmont Heritage place was absolutely incredible. Every detail was over the top and perfect from the moment we arrived. The service was unmatched. Our butlers, Jhovanny and Marlon, went above and beyond in every way. They anticipated our needs before we even asked and made traveling with three small children effortless, which is no small feat! One of the sweetest surprises was coming back to find a beautiful teepee set up in our room for the kids—such a thoughtful and magical touch that made their trip extra special. Every dinner reservation was perfectly handled, and every restaurant we visited was delicious. The entire staff was warm, attentive and genuinely committed to making our stay memorable. It’s rare to find a place that delivers this level of care and attention to detail across every interaction. We left feeling relaxed, spoiled, and already planning our next trip back. 5+ stars—Fairmont Mayakoba has our hearts!

We stayed as a family of five in a spacious three-bedroom residence with a private plunge pool. The villa had four bathrooms, a dishwasher, washer and dryer, and all the amenities you could possibly need. The kitchen was stocked with snacks and beverages, and we opted for the all-inclusive package—which was absolutely worth it. Our butler was fantastic, helping us arrange dining reservations, plan activities, and get familiar with the resort. We enjoyed the food at both pools, the lunch and dinner restaurants, and Hix Bar. Getting around was easy with the resort’s golf carts, which arrived regularly for pick-up. There were plenty of activities for the whole family and for the kids. We toured a cenote, visited the butterfly gardens, took two boat rides through the canals, and we painted hats and alebrijes. My youngest also enjoyed spending time at the kids’ club. The beach itself was wide and beautiful, though sargassum was an issue during our stay. The resort does have a barrier to help, but a recent storm brought in more than usual.