After reading all of the reviews on this hotel, we decided to stay at this place during our recent trip to Merida. The hotel, in itself, is quite nice, but it needs to be better maintained. For example, during our week stay, the pool always had debris, and the spa was inoperable for the whole week.
The hotel tries to get its money upfront, which is not a problem, but when we get to the hotel, there was a 5% service charge added to the daily bill. I have no problem paying the charge, but this upcharge should have been clearly explained or, at a minimun, mentioned on the website. Further, they really wanted a committment for certain items. They constantly wanted committments for the restaurant, spa, guide services, etc.
We made spa reservations for the last day of our stay -- these appointments were even confirmed with our hotel contact prior to the trip. When the appointed day arrived, there was no masseuse, and the hotel staff did not know anything about our appointments. Our hotel contact was not there that day, and the hotel offered no apologies. They said they had not contacted the masseuse and made no effort to correct the problem. Essentially we were out of luck since we had planned our day around these sessions. For such a highly rated hotel, I didn't expect this.
On our last day, our airport transaportation was thirty minutes late. When I asked the hotel staff to check on the service, they responded that everything was confirmed. When I asked where the driver was, they had not actually called to see if the driver was on his way -- their definition of "confirmed" is whether we had prepaid for the service or not.
The rooms are enjoyable, the food is decent (provided you can get an outdoor table since there is no restriction on smoking in the indoor portion of the restaurant), and the staff is generally pleasant, but I would think twice about staying here.
- Official Description (provided by the hotel):
- Once one of the Yucatan’s largest sisal plantations, the restored 18th century Hacienda Xcanatun is today an elegantly, intimate hotel surrounded by acres of gardens, and gleaming with polished stone and marble floors; high beamed ceilings; and marble-wrapped bathrooms. Xcanatun offers all the comfort and luxury expected of a world-class boutique property with 18 air-conditioned and individually decorated suites/rooms; a gourmet restaurant, serving sophisticated, Fusion Yucatecan cuisine; two freshwater pools and an intimate Spa.. ... more less
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- Also Known As:
- Hacienda Xcanatun Hotel Merida
- Hacienda Hotel Xcanatun
- Xcanatun Hacienda Hotel