TripAdvisor Traveler Rating

Beautiful mature planting all throughout the hacienda. AMAZING pool with plenty of lounge chairs around the pool, all with towels on the chairs for keeping them fresh for each guest, and a towel for drying off. These little touches make a place go from good to great. We stayed in suite 317 with plenty of space for a couple and a private front porch and back patio. This is one of the older buildings with beautiful traditional architecture and completely modern on the inside with large shower and separate room for the toilet, which is very nice for privacy. The service by all of the staff was great, from reception to pool to restaurant and all other staff too.

It is truly a shame that such an extraordinary and well-located property suffers from subpar service and operational failures. While the potential is there, the service under resort host Airam results in a lamentable experience. Despite the commendable efforts of staff members, the overall guest service by Airam is marred by exorbitant wait times and a blatant lack of attention to detail. Furthermore, the spa staff was conspicuous by their absence. If this hotel were managed effectively, it would be magnificent; however, the current state of affairs is deeply disappointing. I am uncertain if I will return.

This was such an incredible surprise. It's quite an expensive hotel for the area and I wanted to have a special experience so I chose it. The staff has been extraordinary! from the dpa to Armin at the pool bar, these individuals made me feel like they actually cared that I was there, they were interested in who I was as a person, and they made my stay feel more like an extension of my life, hanging out with good friends and enjoying the best that life has to offer. I cannot express how impressed I was with the service at this hotel! I will be back very soon,

If you are staying near Merida, come here! The rooms are absolutely beautiful, but what makes this place is THE STAFF. From reception: Brenda, Marcos, housekeeping, the bellboys… everyone is fantastic. The BEST however, is Armin at the pool bar, Lol-Ha. Amazing bartender and the most friendly, sublime service ever! Just love this place and I’ll be back.

The hacienda concept is gone, they are building 90 rooms which you can see wherever you are in the hacienda. The massage was great but the spa experience is nothing, no sauna no pool spa so for a 250usd 60 min massage I would expect more. The service on the other hand is amazing in every area of the hotel.