TripAdvisor Traveler Rating

This hotel is one of the worst I ever had. The rooms are depressingly dark and dated. On the Reception floor, there are roaches in the bathroom - not sure about my actual room yet (let’s wait for the dark hours ;-)). But the worst thing are their attitude towards guests and severe noise problems. I had called them before my Reservation to find out what I need to do to get a quiet room as I had read in the reviews that there might be noise problems and as I am a very shallow sleeper. They did advise me not to book a master suite as those are mainly going to the street, I should go for a Junior suite and ask for an “internal view”. So I did. I did write them again about this and did even call them five days before arrival to remember them about it. And at Check In I was telling them again that I need a very quiet room. All the time they were assuring me that I would have “internal view” and that this would fill my needs for a quiet night sleep. And in fact, I got a room with view of the pool. At first they wanted to give me one at ice level with the kids running around at the pool. Some might see this and easy access to the pool. For me, it’s a severe lack of privacy if anybody can run directly in front of my window. They did agree to give me a room on the second floor then.. But guess what? In front of the very thin and badly isolated windows of my rooms is such a loud noise of some AC aggregates that I at first thought, it’s a super noisy construction site. It was completely out of my imagination that their own technique would generate a noise hell for guests. When I did call and tell them about the problem, they knew immediately what it was. So they for sure get a serious amount of complaints about that. But hey - why to invest in some modern technique not bringing 70 db in front of the guest rooms, if you can just keep running down your Hotel as welll? Of course they did not have a room to change to - which makes logical that the guy on the phone who promised to get back to me after speaking to his supervisor just had me hanging on for several minutes to never come back in the line…

The AC didn’t work properly, the room didn’t have a refrigerator, the restaurant service was awful, the room was clean. Outdated building.

Great hotel. Great location. In the heart of the city. Walking distance to great coffee shops, galleries, museums, restaurants and boutiques. Staff is super friendly. Its a great hotel to stay when visiting Merida.

I have stayed at this hotel about 5 times over 4 years. Each time, disappointing. Everything that is not good is a problem they can fix. There is some strange credit system with buying food at the hotel. You cannot charge to the room and pay at the end. Complicated for no reason. Parking: every time you go in and out of hotel, you have to have the ticket stamped. Pillows, sheets, towels and mattresses are past their due dates. It's truly a C/D level hotel by international standards. By Mexico standards, a B level. The buffet is my favorite part but I wish they hired women as servers. Seeing women as only hostess and cook seems outdated. Seeing staff on their cell phones often is also strange..the pool man cleaner kept propping his phone up as he "cleaned" the pool. It's not his house. It's a commercial environment where he is paid for a service.

It's a very big and impersonal hotel about a 20 minute walk from the centre. Not my preferred kind of hotel. We had to ask to change the room because there was a water leak in the ceiling. The breakfast was overwhelming (no descriptions of the food). However, the pool was beautiful and very clean.