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“Nice but flaws”
Review of Hacienda Xcanatun

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Hacienda Xcanatun
Ranked #28 of 106 Hotels in Merida
Certificate of Excellence
GreenLeadersGold level
A TripAdvisor Member
Houston
116
Reviewed January 28, 2005

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.

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130 - 136 of 226 reviews

A TripAdvisor Member
Edmonds, wa
15
Reviewed December 19, 2004

The environment was private and secluded. The dining experience was 1st class. The Spa was very pampering. The Hospitalty was warm and personal. Our room and facilities were exceptional. An outstanding experience in all aspects. We did not want to leave and look forward to returning.

5  Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A TripAdvisor Member
New Jersey
16
Reviewed November 30, 2004

6  Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A TripAdvisor Member
NY, NY
117
Reviewed November 1, 2004

  • Stayed: January 2005
    • Value
    • Rooms
    • Cleanliness
    • Service
17  Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A TripAdvisor Member
UK & USA but live in Mex City
14
Reviewed September 9, 2004

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Reviewed June 14, 2004

6  Thank coconutflk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A TripAdvisor Member
Houston, Texas
15
Reviewed May 4, 2004

5  Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hacienda Xcanatun

Address: Calle 20 S/N por 19 y 19A | Km. 12 Carretera Merida Progreso, Merida 97302, Mexico
Location: Mexico > Yucatan Peninsula > Yucatan > Merida
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Green Hotel in Merida
#4 Romantic Hotel in Merida
#8 Spa Hotel in Merida
#17 Luxury Hotel in Merida
Price Range: $257 - $394 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Hacienda Xcanatun 4*
Number of rooms: 18
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

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