Frequently Asked Questions

Find answers to frequently asked questions about us, our amenities, policies, location and the surrounding area.

We are located at kilometer 298 Riviera Maya, Playa del Carmen, Quintana Roo, Mexico, 77710

Visit our Contact Us page for detailed directions.

Fairmont Mayakoba strives to meet the needs of its guests with disabilities. Please contact the hotel if you have any special requests relating to your disability or need any additional accessibility information about the hotel’s facilities and services.

Visit our Accessibility page for more information.

Cancun International Airport (CUN) is located approximately 30 miles (48 kilometers) from Fairmont Mayakoba.

Travel time by car is approximately 40 minutes.

Yes. The Fitness Centre is open 24 hours a day, 7 days a week.

Visit Watersports & Fitness for more information.

Yes. The Fairmont Spa is open daily, 8:00 am – 8:00 pm, offering an indoor-outdoor haven with restful views of the Yucatan rainforest. The spa includes:

20 private treatment rooms
2 luxurious couple’s suites
Exclusive boutique
Rooftop mineral pool
Steam rooms
Saunas
Separate men’s and women’s locker rooms.
Mayan-inspired signature experiences

Personal transfers are offered and can be arranged through the resort concierge or directly at the travel agency located at the hotel (independent concession) – [email protected]

All Fairmont Mayakoba guests have Valet Parking included in their stay (one car per room). The resort does not have self-park parking lots.

Visit our Getting Here page for more information.

We have bundled together our most popular amenities and activities under one resort experience fee of $38 USD per adult (ages 18+) per night. Our goal is to offer you the best value and help you enjoy the full experience of all that we have to offer.

Essential Amenities

Valet parking
High-speed internet
Free use of bicycles
Transportation within the property (golf carts with drivers)
Transportation to El Pueblito, El Camaleón Golf Course, and other Mayakoba resorts

Recreational Activities

Learn the basics of mixology from our talented bar staff as they demonstrate their craft every day at 6:00 pm at our rooftop bar, Cielo
Get a taste of Mexico’s iconic agave-based spirits at our Tequila & Mezcal: Roots of Mexico tasting, a complimentary activity available every day at 5:00 pm at La Cantina
Celebrate color and paint your hat at a complimentary activity every Monday at 2:00 pm at La Cantina
Get creative and paint your alebrije during a complimentary activity every Friday at 2:00 pm at La Cantina
Get out on the water with a catamaran tour, kayaks, stand-up paddleboards, snorkeling masks, and boogie boards
Have fun on the sand with beach volleyball, soccer tournaments, sand toys, and beach games.
Let your kids ages 5 to 11 experience three complimentary activities per day per child at the Kids’ Club (subject to availability)
Allow your little ones to explore the playground and garden with pool under parental supervision during Kids’ Club operating hours
Let nature mesmerize you during a birdwatching boat tour through the property
Awaken your senses every Wednesday at 10:00 AM at the Fairmont Spa with the ancient copal ritual beneath the sacred ceiba tree

Credits

• USD $40 credit per room/stay applicable to massage therapies at the Fairmont Spa

• USD $20 credit at the Sweet Spot candy store located in El Pueblito

*Some restrictions may apply
** Some services are subject to schedule.

On behalf of the entire Fairmont Mayakoba team, we warmly welcome you and your pet. To ensure a safe and pleasant stay for everyone, we kindly ask that you review and follow our pet policy guidelines below:

We welcome dogs and cats weighing up to 25 lbs.
A daily housekeeping fee of $25 USD applies.
Special housekeeping procedures are performed in rooms with pets. For the safety of your pet and our staff, we kindly ask that you be present during cleaning services.
Pets are welcome to walk throughout the resort’s pathways and gardens when accompanied by their owner and on a leash at all times.
Due to local health and safety regulations, pets are not allowed inside enclosed restaurant areas. If you wish to dine with your pet, a table will be assigned to you on the restaurant terrace.

In accordance with federal health guidelines, pets are not permitted in the pool or beach areas. We appreciate your cooperation in helping us enforce this policy respectfully.
Pet-sitting services are available upon request through the Concierge, Front Desk, or your Balam host.
It is each guest’s responsibility to clean up after their pet during their stay. We appreciate your cooperation in helping us keep our shared spaces clean and enjoyable for all.
As we are surrounded by native wildlife, we kindly ask that you take special care to prevent your pet from interacting with local fauna, in order to avoid any incidents. Please note that the hotel is not responsible for any accidents or issues that may arise as a result.

In case of a veterinary emergency, we provide the following list of clinics located near our resort:

Castillo Canino – Phone: (984) 133-6638

Location: Av. Petempich Av.125 Mza. 001 Lote 009, Col. Ejido (La Cruz), C.P. 77710, Municipality of Solidaridad, Quintana Roo, Mexico

Petco – Phone: (984) 110-9700

Location: Plaza Las Américas, Playa del Carmen

Mundo Animal – Phone: (984) 147-0376

Location: Av. Chemuyil Mz. 14, Lt. 21, SM 70, Fraccionamiento Toscana

We hope you and your pet enjoy a wonderful stay with us!

Sincerely, The Fairmont Mayakoba Team

Yes. The Concierge Desk is located in the main lobby of the hotel. They will gladly assist you with dinner and activity reservations, transportation, and directions to major attractions. Advance bookings are recommended, please email us or call us at +52 984 206 3000 for further information.

You can contact us online or by phone, fax or email. Visit our Contact Us page for details.