Originally Posted by stinger

Stayed at the Mayakoba between the 7th and 10th of July. My previous stay in December 2009, I had some articles stolen from the pool area which were recovered and returned to us prior to departure, I previously posted about that and how pleased we were with the hotel.

Anyway, leading up to this stay, I had been in touch with the concierge and GM who had promised an upgrade over our Casita Suite. The Concierge had done an excellent job arranging a number of activities for us and guaranteed our room would be ready by 9am as we were leaving the JW Marriott in Cancun earlier that morning.

Anyway, travelling with two young kids we arrived a little late around 10:30am. Check in was average, we didn't receive any cold towels or drink this time and the desk clerk didn't seem very happy to be there. Anyway, she said our room wasn't ready and we would have to wait an hour. (Why have the guaranteed early check in if you don't?) I inquired about the type of room and was told it was the same once we had booked. When I inquired about an upgrade as per the GM, she said they were full, I could be wrong but don't believe they were close to capacity since most other employees were quoting the 30% occupancy range and the pools, restaurants and beach were empty for our entire stay.

Anyway, we take a tour of the resort as we wait for our room to be ready, when we finally arrive in our room, it's worse than the Casita Suite we had in December as it didn't have the full double balcony. We asked to be changed and they find us another Casita Suite that is available in the Turtle section.

All three nights, even though they were reminded the first two they didn't make up the pull out couch. It is frustrating after reminding them to arrive after dinner around 9pm with two tired kids and have to wait 30 minutes for bedding. To happen three times in three nights is dissappointing.

Other than that we had a good time, service was good otherwise, not great. Had an excellent time with the chef in the cooking class which the kids enjoyed immenseley and kudos to the kids club staff who are one of the best in my experience, really showed an interest in the children and kept them busy doing constructive things rather than playing Wii or something.

This stay did not "Blow us away as promised by the GM when he found out we were returning" Average Fairmont stay. Nice to hear others are getting some great treatment though.

My next trip to Mayakoba I will be staying at the Banyan Tree on an Amex offer so am curious to compare!!