Fairmont Heritage Place, Mayakoba — Hotel in Quintana Roo

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 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.

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...

A Magical Stay at the Fairmont Mayakoba – Thanks to Incredible Service from Agustín.

We recently returned from the most wonderful stay at the Fairmont Heritage Mayakoba, and I cannot say enough about the exceptional service we received—particularly from Agustín Ortiz and Monica Cervantes.

Agustín was the heart of our experience. From the moment he introduced himself, we knew we were in kind and capable hands. He went above and beyond in every way—whether it was helping us navigate the resort, securing last-minute dinner reservations, arranging transportation, or simply checking in to make sure we had everything we needed. His warmth, kindness, and responsiveness made all the difference. Every interaction with him was marked by genuine care and professionalism, and he anticipated our needs before we even voiced them. Monica was also incredibly helpful, and her gracious demeanor added to the sense that we were truly being cared for during our stay.

To be completely transparent, our arrival was a bit rocky—we had some difficulty getting oriented and didn’t initially feel well-supported by our first butler. However, after a chance encounter with the General Manager, we shared some of our concerns and were amazed by how swiftly and thoughtfully he responded. He genuinely listened and took action to ensure our experience turned around. That interaction alone speaks volumes about the Fairmont’s commitment to excellence and guest satisfaction. From that point on, every aspect of our stay felt elevated and personalized.

The Fairmont Mayakoba itself is stunning—nestled between lush mangroves and pristine beaches. We loved how serene and spacious the property felt. The beach was beautiful, and the water activities (many of which were complimentary) kept our family entertained for hours. The pools were thoughtfully designed, with enough variety and tucked-away corners that you could always find a peaceful spot to relax.

We stayed in a villa at the Fairmont Heritage, and it was perfect—spacious, beautifully appointed, and stocked with the best linens and beds. The daily housekeeping was outstanding; our room was always immaculate, and the attention to detail was next level.

Another highlight was the dining. With so many restaurants on-site, we didn’t even get to try them all! From casual beachfront bites to elegant dinners, everything we tasted was delicious—and with 24-hour room service, we never had to worry about late-night cravings.

Our family made memories we will cherish forever—thanks in large part to the people who made us feel so welcome and cared for. We can’t wait to return to the Fairmont Mayakoba and hope to see Agustín and Monica again on our next visit. This resort is a true gem, and the people who work there make it shine...

FAIRMONT HERITAGE PLACE is the private residences section of Fairmont with 3-4 bedroom residences over 3100 sf of luxury Villa spaces. Best place and best value to stay in.

I’ve stayed here numerous times and find it to be the best in terms of value and luxury.

Best is mid-floor residences- you get breezes! Amazing breezes!

Forget the first floor residences- they are advertised as 4500 sf vs the 3100 and middle floors and penthouses, but the ground floor residences are the exact same floor plans as the higher floors plus the garden grounds- so it is rather misleading in the sf count.

I have never personally witnessed anyone running around the grass areas of the residences on the ground floor. The only REAL diff is the size of the pool in the ground floor residence. Personally, I prefer the higher floors for a little less money for the EXACT SAME FLOOR PLANS AND SF, it gets breezes that the first floor units do not.

I prefer to go to the private pools in Fairmont Heritage Place as they are beautiful and quiet, and the Clubhouse restaurant that is open for lunch and dinner will send your food orders there.

FHP has full access to the rest of Mayakoba hotels and all the Fairmont hotel amenities. Dining is delicious with many different options. We enjoyed dining in Bassano, and La Laguna, as well as Gaia (elite seafood), Fuego, Las Brisas and at the beach.

It is a stunningly beautiful place, great amenities, delicious dining, and excellent service all round.

Best place to stay on the Riviera Maya. Also great for families and kids, with Fairmont being one of the best family friendly luxury hotels- they provide a lot of paid and complimentary programs for thre kids! Kids have much to do while parents can go...