The staff were at the top of the customer service game, very helpful, very kind. Don’t forget the Bistro 57 downstairs, great food and wonderful Cubra Libres.

To hot the room

The hotel is nice very simple

Nice old place. Comfortable in a great location. Is not crowded

This is an historic type hotel nothing modern so not a place if you’re have high expectations for warm water or toilets that flush well or an elevator that may or may not work

One of the only places that had a/c during a tropical storm. Lovely accommodating staff. And a back up generator in case the storm got worse. It was perfect because they have a restaurant inside and all every store were close for the hurricane so we were able to eat and at other hotels. We weren’t going to come here at first but our first hotel wasn’t going to have services or

Casa del Balam is a great little hotel with good shopping and dining near by. The staff is friendly and parking is included should you rent a car. The restaurant downstairs has live entertainment and good food. Walking distance from several plazas and museums.

Booked and prepaid 12 day stay. Could not arrive on the 3-6 windows, tried check in next day. Refused a room, refused a refund. Awful service. Very dated hotel.

This hotel is convenient to the centro historico, it is two blocks from the Gran Plaza and one block from Plaza Santa Lucia. It is an older hotel with a courtyard in the center, typical of what hotels were like in the past. Unique and clean with a restaurant downstairs. The hotel bathrooms need a little updating, but not remodeling the hotel to make it modern because it would lose its character.

The staff was amazing, from the front desk staff to the servers in the restaurant. They communicated very well with us despite the language barrier.

Great stay!!! Loved this hotel, convenient and close to downtown Merida. Only problem, A/C unit in the 1st floor don’t work. First night say was pretty miserable considering the over 100F’s weather conditions. 2nd night, management moved us to 4th floor which work out perfectly.

we booked for 3 people and there were only 2 very old towels on the room, no hand towels, not tissues, one of the nights there were people on the lobby very noisy and the personnel didnt do anything ro keep the place quiet. None of the VIP benefits offered was provided.

We asked for help with setting up the TV and checking the toilet because the water faucet in the tub was loose and they did not help us

Location is ideal and main driver to stay there. Property is clean and maintained within acceptable standards. Would recommend if it is for a short stay and if convenience is a factor you consider important.

Very old hotel, poor service, very hot in the rooms

We checked out three hours after checking in. The property and the room are old, dark, and dirty. Hair on the bedding and floor of room. The room was extremely hot and not cooling down. The fixtures in the room were old and “creaky” and seemed ready to break unless you handled with extreme care. Several negative reviews have appeared in the last two months since I booked this reservation. Based on those reviews, I was very concerned about bedbugs. We found a much better hotel two blocks away for only slightly more money. The pictures are NOT accurate depiction of the property.

Great Hotel and the staff was incredible, very friendly and polite!!

Hotel in the very city center, quite noisy due to other hotel AC big engines, rooms are nice and colonial style but should be refurbished

There was no parking due to construction. The hotel’s answer was “you are on your own.” We drove around for a couple hours to find street parking. On the plus side, once we were at the hotel, a nice man named Reynaldo helped us find overnight parking for a fee. The hotel room smelled strongly of mildew. It was disgusting. The cleaning staff’s solution was to spray chemicals in the corner - which just made it worse. The best thing about the hotel is the location.

Loved the location of the hotel (the only issue was the current construction of the road in front). But Rudolpho was a big help with our luggage, getting parking for our rental, and then suggesting evening spots with music! I would highly recommend this place. Great courtyard with pool to relax during the heat of the afternoon

Great location, one block away from main square and cenote. Clean room and facilities.

The courtyard with the pool was so nice as well as the entryway. There are some good restaurants within walking distance. The room was quiet even in the middle of the city. Their parking lot was blocked off because of construction, but we found another lot that let us park overnight.

Rooms AC and restrooms are very outdated the rest is good

We are Google VIP platinum. This was the worst Expedia star rating to actuality we ever experienced. Rated on google at 5 star and NOW on expedia down at 4 star it's in our opinion a total distortion of other hard working hoteliers efforts who maintain and cherish their star rating. 1 out of 2 working elevators . The elevator that works 4 ft by 4ft, used for hours by cleaning staff. Road access stonework cutting for months based on expedia reviews. Bathroom is in our opinion a dirty 2 star. Staff eating in work clothes next to eating area. Receptionist walked of job. Ivan the unhelpful manager with a terrible manner. Ruined wheels on suitcase due to dragging suitcase across stones and dust. Dust everywhere. Beds were good. Door had 2" gap below door for geckos and 1" above , it had literally shrunk and had easy access to prize open door for theft. We have 45 nights of hotels in 2024. Some 2 star or 3 star . In our opinion they were still better than this hotel. We filed a report with pictures. ViP extra was 2 500ml juice bottles with a casa Do Belem logo that opened far to easy. Upgrade never offered.

Very poor customer service

Cute hotel. Great safe location walkable to many things. The 2 negatives were that the beds were hard as a rock and creaked terribly. We just like softer beds. But, the air conditioner did not get the room cool at all and there were no windows we could open. It was probably at least 80 degrees all night. Thankfully they did bring a fan into the room but we were all still drenched in sweat throughout the night. We got about 2 hours each of sleep due to the extreme heat. If it wasn’t for the AC problem, this would have been an awesome hotel to stay in.

Serive needs to be updated. Receptionists' English was kind of non existent. Huge construction site infront of the hotel (I know, not the hotels' fault - just for info). Not enough towels, service was not satisfied. We expected more from a hotel like this. Furniture and vibe in the room was nice, tough. Kind of old fashioned but in a nice way.

The rooms definitely need an upgrade. They advertise having WiFi, but it was very limited and totally unsecured. The location is perfect, but the construction on the road made walking difficult. The pool area was very nice and it was handy having a restaurant connected to the hotel.

No parking

Regular

Location, safe, clean, and an Awesome Staff.

Our room was great. We were in older section of hotel and we loved the feel. Staff was very friendly and attentive to our needs as we are seniors. Bistro 57 had excellent food both breakfast and dinner. We will definitely return in trips of future. Room rate was very competitive. There were many evening events to attend in nearby areas that were walkable. Terry from Lake of the Ozarks in Missouri USA GO CHIEFs!! SuperBowl Champions x 2 !!!