Excellent property. Staff was very friendly and helpful.

Everything great!

Beautiful property, great staff, very comfortable

A beautifully run hotel where the staff seems genuinely friendly and are eager to help with any problem. I felt truly pampered. I can’t wait to go back.

This is a supposedly a five star hotel and it functions as a one star. There is no AC, we had to complain about it to them for them to even turn it on. Their excuse is “we are having AC issues”, they aren’t. They want to save on energy. The furniture and rooms are SUPER outdated. It makes sense for a city that wants to keep its history but not like this, especially for this hotel franchise that is well known all over Mexico for its luxurious hotels. The lobby is beautiful, rooms are horrible for a five star hotel. You have to pay a voucher for them to even open the mini bar, if not then it’s zip tied shut so you don’t access it. There is no mini fridge, there are no lights in your room. There are only lamps but no lights to illuminate the ENTIRE room. Front desk is super nice, and that’s it. We ate at the restaurant, HORRIBLE service. People would walk out because you don’t get service, they just serve your food and don’t check up on you throughout your time at the restaurant. I had to chase down a waiter for my check, and they always have something to say. They feel the need to back everything up because you can’t tell them anything. The only nice thing is that it’s close to a convenient store and a pharmacy. If I could, I’d rate my stay a 0/10, I don’t understand how people have anything nice to say about this hotel. PLEASE save yourself the headache and stay somewhere else.

This is a supposedly a five star hotel and it functions as a one star. There is no AC, we had to complain about it to them for them to even turn it on. Their excuse is "we are having AC issues", they aren't. They want to save on energy. The furniture and rooms are SUPER outdated. It makes sense for a city that wants to keep its history but not like this, especially for this hotel franchise that is well known all over Mexico for its luxurious hotels. The lobby is beautiful, rooms are horrible for a five star hotel. You have to pay a voucher for them to even open the mini bar, if not then it's zip tied shut so you don't access it. There is no mini fridge, there are no lights in your room. There are only lamps but no lights to illuminate the ENTIRE room. Front desk is super nice, and that's it. We ate at the restaurant, HORRIBLE service. People would walk out because you don't get service, they just serve your food and don't check up on you throughout your time at the restaurant. I had to chase down a waiter for my check, and they always have something to say. They feel the need to back everything up because you can't tell them anything. The only nice thing is that it's close to a convenient store and a pharmacy. If I could, l'd rate my stay a 0/10, I don't understand how people have anything nice to say about this hotel. PLEASE save yourself the headache and stay somewhere else.

Clean Location Service Food

beautiful hotel with live music venue on weekends

Left info in Spanish

Super friendly staff, there’s a mall below the lobby. US Consulate is a 5 minute walk. Minutes away walking from Paseo Montejo as well. Loved it. This is my second time here

Safe

Beautiful hotel. Very clean. Very nice staff. Only complaint is the air conditioning is not sufficient. It was very hot inside the entire hotel including our room.

Great customer service

It's a little outdated

Very accessible, clean, quiet

Good location away from the tourist hucksters near the Plaza Grande. Clean, friendly and quiet.

Excellent location, super friendly staff great breakfasts and safe. We enjoyed our stay. Best Bassett of the hotel Is its personnel

Excellent

It’s really pretty

Nice, comfortable hotel, clean pool, gym available, free parking, good downtown location

Wrong curtains were ripped, bathroom wall had boogers, comforter was stained, too much hallway noise by other guests, very hard to find taxi at hotel door. Some front desk staff was not friendly.

Excellent location, great dinning options and great staff.

It was good.

Great location in downtown Merida.

very friendly and helpful staff

The Staff at the property is great! Everyone has a great attitude towards service and resolution of any situation to make the stay very comfortable. The property is in very good condition and is in an area where going anywhere from the property is quite easy whether is by car or walk to the destination.

Super location I took club floor and it was worth it. I had to change room as our first was too close from the ventilation system but they were able to accomodate us. Nice service. Check in was 2 hours late which did bother me but overall great and clean property. Amazing pool but again with the noise of the ventilation system

Nothing

The rooms was wonderful!! The bed was amazing, had an exceptional night sleep. Great bedding and pillows. Super dark curtains. Fabulous A/C. Would definetly go back.

The hotel is very old

Classy hotel Really had a great time Recommending to everyone

I stay here every time I am in Merida for work or pleasure. It is a beautiful hotel and the staff are always first class.