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“Ideal for a stopover in downtown Cancun”

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Hotel Hacienda de Castilla
Ranked #104 of 175 Hotels in Cancun
East Sussex
Level 5 Contributor
65 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
“Ideal for a stopover in downtown Cancun”
Reviewed February 21, 2012

Small clean budget hotel, great value, short taxi ride from the bus station. We used it for our first night in Mexico and were pleasantly surprised. Good sized room, good bed, a/c, toiletries, water and fruit provided in the price. There is a small pool and restaurant. We didn't have breakfast but we did have dinner when we arrived as I don't think there is anywhere near the area. We were the only customers but the meal was cooked to order and quite OK.

Room Tip: A room overlooking the back is quieter
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  • Stayed January 2012, traveled as a couple
    • Value
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Helpful?
4 Thank dianagray
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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211 reviews from our community

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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (26)
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English first
Herlev, Kobenhavn, Denmark
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed February 2, 2012

The hotel itself is actually ok - their "restaurant" is a total disaster, breakfast is ok though...

The hotel has almost no english speaking staff which makes it even worse when (as we) one gets stuff stolen by the staff...

The Hotel has no deposit boxes, and therefore everything you bring is at your own risk, and is not ensured... We always take all aour values with us on a backpack - we always have, and have never gotten stolen from before - not even in India... Here - the first time we ever left our room without out backpack was on departure day, we were gone for less than one hour... in that time the room had been Cleaned, or actually only a small part of it, including a part of my belongings, such as Iphone, headsets, pocketnife etc..

Left the hotel with a promise from the manager, who is a Texan lady that they would do what they could.. From then on, it was not possible to contact manager - she is not in hotel or just not available - front desk tells in their mex english..

i am still trying to contact manager or some day hopefully the owner of the hotel...

  • Stayed January 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank Henrik S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
hotelpuntareal, Gerente at Hotel Hacienda de Castilla, responded to this review, February 10, 2012
Mr. and Mrs. Kobenhavn, 3 Febuaray 2012

Although we are a small hotel chain, located in the heart of downtown Cancun, we ALWAYS strive to make our guests feel safe, secure, and at home.
We understand that language can be a barrier when visiting any foreign country, however, we can assure you that our hotel reception clerks do qualify language standards at approximately a level of 70%. Our General Manager, Lic. Armando Flores, speaks English at a 90% level, and our Quality Assurance Director, Edith Baez, is fully bilingual.
In reception during checkout you did in fact comment to Ms. Edith that you could not find your i phone. Shae asked you if you had gone out during the morning and you answered YES. Ms. Edith asked if there was any possibility that you could have left it elsewhere, and you answered that you were not sure.
Following hotel policy, Ms. Edith asked you to allow us a few minutes in order to check your hotel room and interview housekeeping. You said it was not possible due to the fact that you were in a hurry. Ms. Edith then asked you for contact information and you stated that you would be staying at the Bellvue in Hotel Zone Cancun.
We interviewed all staff and reviewed all security videos and found no probable cause to believe that there was a theft occurrence within our property. Ms. Edith attempted contact with you at the Bellvue but was unable to find you in your room and left a message at reception for you.
We are not an “AAT YOUR RISK” HOTEL, in fact we do indeed offer a secure locked security box for valuables. It is unfortunate that you were not aware of this information.
It is also unfortunate that you experienced the loss of personal items; however, in the 3 years of our company operation, we have NEVER had this type of security failure involving any accusation of theft by our staff.
We are confident that everyone on our staff is hardworking, honest and dedicated to proving ‘outstanding customer service.

Feel free to contact us in case of any lingering doubts. We are at your service and empathized with your view point.

Hotel Staff and Management
52-998-843-0620
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Isola del Gran Sasso d'Italia, Italy
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common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed January 15, 2012

I've been staying for 10 days and was good service friendly staff, I felt like home as the hotel is small and everyone knows
make you feel important

  • Stayed January 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Griselle C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Nova Gorica, Slovenia
Level 3 Contributor
13 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed December 15, 2011

They even leave a bottle of water every day in the room and provide toiletries fpr that price which isn't the case with other htls of the same category. Location is not so good but if it that doesn't bother you it is one of the best options in Cancun. And after all it is pnly a 15 minutes walk from the main bus station. Rooms are renovated as it is the whole building. Staff speaks good English and they are really helpful and professional. Cleanliness is OK also. The air conditioning is outdated but it is like this in most of low budget hotels in the area. It just means it is loud and you can't regulate it. It is either on or off. Wi-fi works just fine but be careful as in some rooms the signal is worse than in others.

Definitely I recommend it for solo travelers, young people, couples and everybody who rather spends money on delicious Mexican food, drinks, entertainment or any other attraction than on luxury accommodation

  • Stayed December 2011, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
11 Thank Borut B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Yellowknife, Canada
Level 6 Contributor
102 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
Reviewed December 4, 2011

Interesting quiet inner court yard, comfortable simple room, affordable

Room Tip: check internet
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  • Stayed October 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
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    • Service
Helpful?
2 Thank Veillard
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cancun
Level 4 Contributor
24 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed November 18, 2011

My husband and I stayed in Hacienda de Castilla hotel for 9 days when we first came to Cancun, while looking for an apartment to rent. The place recently reopened under a new management, so it was renovated and they try to create a good reputation. It was well worth the money we paid for it (BTW, every third night was for free). It was clean and we had a pretty comfortable bed and air-conditioner in our room.

Their manager could speak English and was really friendly and helpful on many occasions, the staff was good too.

They have a little restaurant there too. Breakfast was not included, but was available, we also quite often had lunch or dinner there - and we liked what we were served. The only thing we did not like was that in the restaurant they played music from 10 am up until 11 pm, it was loud and all the same every day.

They had wi-fi internet that worked well.

The hotel is located far from the hotel zone, and about 15 minute taxi ride (20 pesos) from Mercado 28 or any big supermarket, which was quite far - but we enjoyed walking around by foot, we felt safe even in the evenings. It's location is also good if you just stay in Cancun overnight, as the main road to airport is just one block away. Print out a map and right down the address of the place - as taxi drivers don't know that district so well.

  • Stayed October 2011, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
4 Thank Yulia D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cabo San Lucas, Mexico
Level 6 Contributor
166 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 132 helpful votes
Reviewed November 4, 2011

i got this hotel for a very low rate at expedia which had a special, giving every third night away for free. in my opinion the real mexican downtown location is better than the artificial kukulkan location because you can walk to anywhere and make use of many good restaurants in downtown. kukulkan hotel and food prices are just insane! i went to the public beach km 17 almost every day by bus for 8.5 peso and returned in the afternoon. you can also take a collectivo and go to the beaches at lopez portillo which are located in the west. those beaches are more quiet and not touristy. finally you can walk to the ado terminal and take the ado bus to all cultural sights in yucatan.

after i checked in hurricane rina threatened to hit cancun. i was asked to move to the other wing of the hotel for safety reasons and a thick piece of wood got nailed in front of my window. the hurricane came as a tropical storm still causing a lot of damage. power was down for one day and because of a less than smart water service solution there was no water for the same period of time. the hotel provided buckets to wash yourself. i saw a power line hanging down and told the manager that this was the reason for the power outage (noone else had seen that even though it was hanging down just in front of the main entrance). as a result the manager called his special contacts at the mexican power monopoly. like a miracle they arrived on a friday night and fixed the line. this is mexico!

later the manager invited me for a beer and told me that customer service was the most important issue for him no matter how low the rate was..the manager was also helpful when i tried to open a bank account.

a few days later we had another water outage, this time scheduled from 9:00 am to 4:30 pm.

rooms in this hotel are nice and spacious. it feels like a four star hotel. water pressure is good and the water gets really hot (for those who need that). there is even a small swimming pool at the restaurant. rooms are airconditioned with very loud devices which cannot be controlled, you can only switch it on and off.
cable tv has a few english channels including two movie channels.
when it rains the windows will leak water inside your room. also the roof in the main area is leaking flooding the slippery tiled floor. it becomes slippery like ice and you have to be very careful not to fall.

the restaurant prepares decent food for fair prices. i had full breakfast every day for about 5.50 dollars.

there is only one very negative and that is room cleaning service. first of all it is intrusive, they open your door without your permission, if you are in the room or not. there is no 'do not disturb' sign like in any other hotel. it feels that you have no privacy.
i also found my belongings being touched by the cleaning person. i always put my toothbrush into a cup for hygiene reasons. the maid took it out and put my toothbrush at the border of the sink. they also washed my contact lens container with water which conaminates the container causing eye infections. i ended up telling the front desk that they are not allowed to enter my room any more.
the good news is that nothing got stolen..

is this hotel very good? no it is not. it is not average either so i gave it a very good on the scale.
would i book this hotel again? for the same rate yes, for sure. it is probably the best value in cancun.

Room Tip: ask for a 'do not disturb' sign when you check in give clear instructions how to clean your...
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  • Stayed October 2011, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank drfrd
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Armando F, Director General at Hotel Hacienda de Castilla, responded to this review, November 6, 2011
thanks
We will work hard to make your stay a very good EXPERIENCE
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Hotel Hacienda de Castilla

Property: Hotel Hacienda de Castilla
Address: Calle 17 Norte | Sm. 64, Mza. 23, Lotes 9 al 14, Cancun 77524, Mexico
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Swimming Pool
Hotel Style:
Ranked #104 of 175 Hotels in Cancun
Price Range (Based on Average Rates): $
Hotel Class:3 star — Hotel Hacienda de Castilla 3*
Number of rooms: 43
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