I too was just at the Fairmont Mayakoba, Feb 10-14 (right before the PGA tournament) and I was disappointed.
Wednesday: We arrived late and wasn't given cool towels (as is typical). We were warmily greeted, check-in process was quick (4 front desk agents helping us). I asked if there were other suites available better than the Signature Casita and was told yes, but that my upgrade was for only the Signature Casita (fine, I just got off my 4th plane of the day, it was a long travel day so I didn't argue). We were escorted to our Suite, things were pointed out to us and we were in our suite 15 minutes after arrival. Luggage were brought shortly after. The first evening, we did not see any other guests, it was eerily quiet. The welcome "surprise" was a plate of sweets: 2 chocolate dipped strawberries, assortment of candy/pastries and a solid white chocolate statue of "Chichen Itza".
Thursday: Even though it is in my profile, I still e-mailed the hotel TWICE before arrival regarding my Fairmont Fit. Both e-mails were neverresponded to. I was disappointed to find that Fairmont Fit was not in our Suite. I called and Royal Service had to take down the sizes again for us. (Could have easily looked up it up on my profile or read the e-mails).
First day on the beach. No issues, bicycles were hard to find but golf carts were plentiful and efficient. My traveling companion forgot her tanning oil and bought it on property for 26 USD (overpriced when everything else was priced reasonably). There were 8 total people on the beach. Waiters were quick and responsive. Dinner was at La Laguna, service started well. Water, wine and food came out quickly. After that, waiters disappeared. Took 10 minutes to get a waiter to ask for our check, another 10 to get the check, another 10 to get our change. Took more time to pay for our meal than it took to eat it. Got to the main lobby and the valet called us a taxi, it took about 5 minutes. Taxi was brand new for the quick ride to Playa del Carmen.
Friday: This is when service really started to decline below "5-Diamond AAA". Willow Stream Spa was booked solid but Carolina answering questions was very helpful. Royal Service was a different story, usually it is on the first or second ring that someone answers. On this day, it was 4+ rings or put on recorded message. This may sound demanding, but if you're a 5-D AAA property, immediate responses are paramount. This wasn't a one time issue but occured from Friday through our departure. I will give credit to all hotel staff, they did greet us with a smile throughout our stay.
The property was crowded. Golf carts were full. Lunch at Las Brisas was inconsistent, waiters checking on us every 3 minutes then gone for 10. 90% of the beach chairs were taken. Beach waiters were SLOW. We had to wave them down and no tables were available to drinks were placed into the sand. Pool service was even worse. Thunderstorm swept through, golf carts were at a premium but came quickly considering the rian.
My traveling companion had a spa treatment so I spent some time in the Spa (stupid that we have to pay to use the only hot tub on property). The attendants in the locker room were fantastic as was everybody at Willow Stream Spa. We had room service and the food was better than Las Brisas or Las Lagunas. Delivery was quick, server laid everything out in front of the TV (for the opening ceremonies).
Saturday/Sunday: Same as Friday. Everything was slow and crowded. The lancha boats were all reserved. Bicycles were available at times. We did a couples massage at Willow Stream and again service was impeccable. While in the hot tub, I spoke with other guests. At Mayakoba for a conference, they were "blindsided" by the PGA tournament. These guys wanted to play the course but were told after they had booked their conference that PGA tournament preparations would close the golf course and make it inaccessible to guests. That's a big strike in my book. The conference has come to Mayakoba before and they should have been notified.
The Fairmont Mayakoba is a beautiful property but it seems that everything involved with the golf tournament took precedence over the guests already there. The pro shop was closed, the golf course was closed. Overall service decline leading up to the tournament.
It is funny that llbean mentioned TripAdvisor and FT. I was at the pool and there was a discussion about TA. Lady from Chicago mentioned TA and the reservation she had after reading some of the reviews. So obviously there are people that read (I do) TA. I also met a Fairmont executive (from the US) at the end of our trip and mentioned to her FT. Hopefully she is reading, will join and contribute.