We paid extra for an upgraded suite with a kitchen. However, not everything in the kitchen worked. The exhaust fan and light over the stovetop didn't work, the microwave didn't work, the lamp in the sitting area didn't work either. Some of the fountains in the common areas were out of service as well. Such as the one at the main entrance. It looked to be broken for some time because the water was green with algae and looked like a mini swamp. Needless to say a bunch of swampy standing water brings mosquitoes. There were plenty in our room despite our best efforts to keep them out. There were marks on the wall especially in the bathroom from the previous guests swatting mosquitoes on the walls.

We paid extra for an upgraded suite with a kitchen. However, not everything in the kitchen worked. The exhaust fan and light over the stovetop didn't work, the microwave didn't work, the lamp in the sitting area didn't work either. Some of the fountains in the common areas were out of service as well. Such as the one at the main entrance. It looked to be broken for some time because the water was green with algae and looked like a mini swamp. Needless to say a bunch of swampy standing water brings mosquitoes. There were plenty in our room despite our best efforts to keep them out. There were marks on the wall especially in the bathroom from the previous guests swatting mosquitoes on the walls.

Great service

Great service

Beautiful property. The amenities are great. Super convenient to go to town and the restaurant is out of this world! Definitely will come back again.

Beautiful property. The amenities are great. Super convenient to go to town and the restaurant is out of this world! Definitely will come back again.

Excellent and attentive reception staff. Concierge was very helpful. Porters very attentive. Clean, large room! Will stay again!

Excellent and attentive reception staff. Concierge was very helpful. Porters very attentive. Clean, large room! Will stay again!

Very nice building and very nice staff, ready to assist and accommodate my needs and requests.

Very nice building and very nice staff, ready to assist and accommodate my needs and requests.

My husband and I enjoyed our room the bed was extremely comfortable. Loved the bathtub on the balcony. The hotel itself was decorated with care. The gardens and water feature in the center gave you a sense of being in a jungle(which was nice considering we were in the middle of a city).

My husband and I enjoyed our room the bed was extremely comfortable. Loved the bathtub on the balcony. The hotel itself was decorated with care. The gardens and water feature in the center gave you a sense of being in a jungle(which was nice considering we were in the middle of a city).

Friendly welcoming staff. Nice design. Spacious minimalist well designed room.

Friendly welcoming staff. Nice design. Spacious minimalist well designed room.

It was beautiful and we LOVED the customer service

It was beautiful and we LOVED the customer service

A beautiful property with great hospitality. It was perfect as we had a car and it was easy to park downstairs. The food in the restaurant was excellent. We will be coming back.

A beautiful property with great hospitality. It was perfect as we had a car and it was easy to park downstairs. The food in the restaurant was excellent. We will be coming back.

The hotel is beautiful the personal are very helpful and friendly

The hotel is beautiful the personal are very helpful and friendly

The hotel impresses with its stunning design, lush foliage, and inviting cafe, but the experience is marred by notable issues. Rooms are spacious and modern but not as clean as expected. Service falls short, especially in billing; minor room service charges can't be added to a "credit account," and AMEX is accepted at the front desk but not for room service. Basic amenities like shampoo were unavailable upon arrival, and staff responses were dismissive, exacerbating the discomfort. Additionally, noise issues from plumbing and adjacent rooms detract from the peaceful ambiance. The hotel also falsely advertises a laundry service, causing inconvenience as I had to find external services at a lower cost. This misrepresentation questions the reliability of their offerings. Furthermore, the bar's consistent closure and the policy of charging for water in high-priced rooms are puzzling. The neglected pool adds to the drawbacks. Overall, while the hotel has potential, it needs significant improvements in customer service, amenity consistency, and facility maintenance. Addressing these could greatly enhance the guest experience.

The hotel impresses with its stunning design, lush foliage, and inviting cafe, but the experience is marred by notable issues. Rooms are spacious and modern but not as clean as expected. Service falls short, especially in billing; minor room service charges can't be added to a "credit account," and AMEX is accepted at the front desk but not for room service. Basic amenities like shampoo were unavailable upon arrival, and staff responses were dismissive, exacerbating the discomfort. Additionally, noise issues from plumbing and adjacent rooms detract from the peaceful ambiance. The hotel also falsely advertises a laundry service, causing inconvenience as I had to find external services at a lower cost. This misrepresentation questions the reliability of their offerings. Furthermore, the bar's consistent closure and the policy of charging for water in high-priced rooms are puzzling. The neglected pool adds to the drawbacks. Overall, while the hotel has potential, it needs significant improvements in customer service, amenity consistency, and facility maintenance. Addressing these could greatly enhance the guest experience.

I rated the review low because of: - Unstable WiFi, frequently disconnecting. - Valet parking charged at 240MX per day, undisclosed at car drop-off. - Room water, coffee, tea not complimentary; charges not disclosed on the bar station. - Additional expenses for everything; limited WiFi during my 3-day stay. - No inclusive breakfast for the $200/night rate in Mexico, considered expensive. - Shower overflowed, flooding the bathroom floor. - Booked a double bed but given a single; asked for 500MX/extra bed/day. - 660MX resort fee charged at the hotel. Decided not to return.

I rated the review low because of: - Unstable WiFi, frequently disconnecting. - Valet parking charged at 240MX per day, undisclosed at car drop-off. - Room water, coffee, tea not complimentary; charges not disclosed on the bar station. - Additional expenses for everything; limited WiFi during my 3-day stay. - No inclusive breakfast for the $200/night rate in Mexico, considered expensive. - Shower overflowed, flooding the bathroom floor. - Booked a double bed but given a single; asked for 500MX/extra bed/day. - 660MX resort fee charged at the hotel. Decided not to return.

Really enjoyed our stay. Family friendly. All staff were great and hotel is very clean. Walking into the lobby area always felt like I was walking into a spa. Would recommend for your stay in Merida.

Really enjoyed our stay. Family friendly. All staff were great and hotel is very clean. Walking into the lobby area always felt like I was walking into a spa. Would recommend for your stay in Merida.

The rooms are very nice but the best feature is the hotel is spread out horizontally and vertically so there's lots of Green Space between walkways and the rooms are on different levels and very spread out. Never had to be in an enclosed walkway.

The rooms are very nice but the best feature is the hotel is spread out horizontally and vertically so there's lots of Green Space between walkways and the rooms are on different levels and very spread out. Never had to be in an enclosed walkway.

Excellent hotel, very newly renovated and clean. Beautiful rooms with plenty of space. Only downside is that it is a bit further out of town than the other hotels - approx 13 min walk from the main areas

Excellent hotel, very newly renovated and clean. Beautiful rooms with plenty of space. Only downside is that it is a bit further out of town than the other hotels - approx 13 min walk from the main areas

It was great

It was great