Hotel was pristine. Staff were amazing. Room was impeccable. The AC I. The room, however, was not great. We adjusted the thermostat but the room didn’t really cool down much. It appeared to be pre-set in spite of what the room thermostat said. It was a HOT week in Merida for sure, and perhaps the grid doesn’t allow much. I don’t know. But for sure we wanted a 5-star AC unit to be able to sleep and recharge.

A nice place. The rooms are clean. Amenities are great. A whole atmosphere is good but I am English speaking and the Spanish speaking so there was just a little bit lacking there. All in all I'll give her 4.5 nobody gets a five

I am writing to express my disappointment with the service my party and I received during our recent visit to your restaurant in the lobby. From the time we were seated, the service was consistently slow and fell well below the standard we expected. Throughout our meal, we repeatedly had to wave down servers just to receive basic assistance, whether it was placing our order, requesting refills, or asking for items that should have been provided without repeated reminders. Unfortunately, the lack of attentiveness continued throughout our dining experience. After our concerns went unaddressed, we felt we had no choice but to ask to speak with the captain to express our frustration. While we hoped this would improve the situation, the overall experience remained disappointing. I would also like to recognize the outstanding service we received from the Club Level staff on the fifth floor. Their professionalism, attentiveness, and genuine hospitality were exactly what we expected and greatly appreciated. They consistently went above and beyond to ensure our needs were met, making us feel welcomed and valued throughout our stay. Their exceptional service stood in stark contrast to the experience we had in the lobby restaurant. A hotel's reputation is built on providing consistently excellent service across all areas of the property. While the Club Level team exemplified that standard, the service we experienced in the lobby restaurant did not.

The rooms were clean and the beds were very comfortable. The restaurant on site offered delicious breakfast and dinner entrees. We had two rooms, and one problem common to both was the climate control/air conditioning system was difficult to control. One room was a bit too warm, and the other too cold, but the thermostats in both rooms did not seem to function properly, so we could not change the temperature settings. In all fairness, we did not alert the hotel staff to this situation, so they did not have the opportunity to solve the problem.

Very nice hotel

enjoyed the space and the staff was incredibly helpful and kind

Buena comida, limpio, buena ubicación. Solo que hicieron mucha ruido en el pasillo frente a mi cuarto como a las 7am y los trabajadores platicando, riéndose y haciendo mucho ruido. Mala experiencia con el ruido y lo demás todo bien

That was a great place to stay, so comfortable.

Excellent as always. Best service. ambiance and location.

Great place to stay if it's your first time in Merida, I have been coming to this hotel for years and I'm happy to say they still have some of the kindest staff in Merida. The shopping mall below is a great place for local finds too! Their coffee shop is excelent and a very welcome spot for meetings.

The breakfast was fresh, somewhat expensive. The room was clean, but some of the electrical units did not work. She staff was excellent.

Would like better way to validate the parking

The hotel is very conveniently located, it is kept very clean and the staff were all helpful. Highly recommend.

Love this hotel! Rooms are spacious and clean, staff is wonderful! In the Fiesta Club rooms you receive continental breakfast and in the evening, happy hour and heavy apps! Location is great!!

Very friendly staff and excellent amenities! Wonderful stay all around!

There was a problem with the plumbing, no water the first day, when the water came back, it was dirty for the rest of the night. The hotel did not offer any discounts or make amends for the issue.

Great location, excellent staff they were very helpful. Restaurants were very good. Pool and spa were excellent.

Wonderful experience. A little confusing about what was covered in the room charge and what was not

Clean hotel. Beautiful. Nice staff

All the restaurants in this hotel were amazing. The food did not lack for flavor. Would recommend to anyone. The room was clean. Breakfast buffet was outstanding. The service in the hotel was fantastic. No one was ever rude to us.