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Hacienda Puerta Campeche, A Luxury Collection Hotel
Ranked #8 of 25 Hotels in Campeche
Certificate of Excellence
Merida, Mexico
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
“I wanted to give an excellent review but...”
Reviewed July 27, 2013

I have never stayed at this property but have eaten here 6 times: once was excellent, 3 times were OK, 2 were terrible. The staff really try hard to be accomodating and I must say I have seen an improvement in the level of service. When I ate at the restaurant yesterday, the food was OK but nothing special. The vegetables were overcooked, the fish was not grilled at a high enough temperature and absorbed oil, The chicken tasted steamed, not roasted. The wine was very expensive for what it was. I expected more, especially since the restaurant is a Starwood Resorts property. I really want the Hacienda Puerta Campeche to be wonderful; Campeche needs to have at least one fully 5 star property.

  • Stayed July 2013, traveled as a couple
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
2 Thank Joanna v
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jose P, General Manager at Hacienda Puerta Campeche, A Luxury Collection Hotel, responded to this review, August 15, 2013
Dear Joanna v,
Thank you very much for your recent visit to our restaurant at Hacienda Puerta Campeche.
Please accept my sincere apologizes for the inconveniences encountered, make sure that actions are in place in order to correct them inmediately.
Thank you again and I look forward to meeting you in person while your are next time in Campeche.
Warm Regards,

Jose Portocarrero
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

238 reviews from our community

Traveler rating
    144
    54
    23
    12
    5
See reviews for
53
129
5
8
Rating summary
  • Location
    5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (16)
Date | Rating
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English first
Myplace
Level Contributor
21 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed July 5, 2013

We found the room charming and stayed here for the location and ambience. Loved the pool, so dreamlike and unique. I think the staff really was trying but they just kept striking out. An example. We put up do not disturb sign on door for a nap and someone knocked at the door to deliver a suitcase that the hotel had sent out for me to have it repaired. I called out that we were sleeping and a minute later the phone rang. It was the front desk to inform me that a man was at my door knocking. (the reason I put the do not disturb sign up was because the staff came often knocking at the door at inconvenient times) Then we needed to take a bus for a day trip to Uxmal, the staff was very inconvenienced by our request that they go to the bus terminal to purchase tickets for us. They put it off so long that we got very poor seating on the bus . . . it just seemed that the staff were unable and unprepared to serve travellers. Any question we had about travel or how to get here or there was met with flustration. But kudos to the architect!! Great design and I think willing staff . . . just need some more training. Oh and from photos on Trip Advisor we thought this hotel has a rooftop lounge area with view, it doesn't. Walls along rooftop impede any view and when we were there it was basically closed. I'm rating this poor, and I hate to do this, because of all of the places we stayed at on this trip and the many trips I've taken in Mexico, this was the most frustrating and worst. Again, the architecture is sublime.

  • Stayed May 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Lasandia3278
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cuauhtemoc, Mexico
Level Contributor
76 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
Reviewed June 24, 2013

Just in the door of Campeche! I would say best hotel inthe place!
A real hacienda! Fantastic pools! They kept the structure and gave it a modern taste!
Restaurant excelent!
Rooms super hi quality! Full luxory!

  • Stayed August 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank AmandaMartz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
53 reviews
52 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
Reviewed January 26, 2013

The hotel is situated in the old town a few minutes walk from the centre. The walk to the centre is wonderful; which ever route you take passes brightly painted houses.

The room was a good size, large bed, fridge, flat screen TV, painted in bright colours. The natural light came into the bathroom through a huge skylight, rather than the bedroom part which was dark and opened up to the pool area which did mean we didn’t get any traffic noise whilst in bed. As the gardens and pool area are delightful, who needs natural light in the room when you can sit in rocking chairs outside your room. We also had separate air con in the bathroom area and also the bedroom part.

Other: Free Wifi, no gym, and a weird pool(s?). We both had a free 20min massage one day.

The hotel itself did seem to lack any atmosphere, though we were the only visitors the first night and the next day another couple turned up (ooh, the excitement)! It did mean that the lounge on the roof was closed, and the restaurant and bar generally empty, the food and drinks did seem expensive. Also the hotel was quite expensive for what you got.

Try breakfast at Marganzo just off the square, that’s where the locals go.

  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Cazywaz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
roberto o, Director of Operations. at Hacienda Puerta Campeche, A Luxury Collection Hotel, responded to this review, March 18, 2013
Dear Cazywaz:
Greetings from San Francisco de Campeche,
Thank you for choosing The Haciendas Luxury Collection while your visit to Yucatan Peninsula. I'm so pleased to hear you enjoyed your time with us, and we appreciate you taking the time to write such a detailed review. I will be sure to pass along your kind remarks to all of our staff.
In regard to your comments about your dining and bar experiences, thank you the feedback which I will share with our Food & Beverage team and the Chefs. I apologise for the shortcomings you experienced in the terrace bar lounge and rest assured I will address the matter. At certain times of the year we do open our terrace sporadically, however, that being said, there should always be the option to have it open for you during your visit, even for breakfast. Thanks again for bringing that to my attention.

We truly appreciate your recommendation of our lovely Hacienda, and I look forward to personally welcoming you back soon.

Sincerely yours,
Roberto Otalora
Director of Operations.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Black Diamond, Canada
Level Contributor
53 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
Reviewed January 23, 2013

Puerta Campeche is in a great location inside the old city walls of the Centro district. The gardens and pool are beautiful, and the staff welcoming and helpful. However, the rooms are very dark. We asked to be moved because our room had no windows, and we were given a complimentary upgrade to a junior suite. Even with two large windows the room was still very dark and gloomy and definitely not somewhere that we wanted to hang out in between walks around town. I'm surprised that Starwood Hotels would not renovate with brighter floor and wall colours. Drinks are unbelievably expensive. $14 for a margarita!

Room Tip: Make sure to ask for a room with windows!!
See more room tips
  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank CalgaryGoose
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
roberto o, Director of Operations. at Hacienda Puerta Campeche, A Luxury Collection Hotel, responded to this review, March 24, 2013
Dear Calgary Goose,
Greetings from San Francisco de Campeche,

We appreciate you taking the time to write such a sincere review. I will be sure to pass along your kind remarks to our Operations and Executive Team.

In regard to your comments about your room experiences, thank you for the feedback and we are improving all our rooms furnishing as also indoor lightning. I apologise for the shortcomings you experienced in this area and rest assured we are addressing the matter. Thanks again for bringing that to our attention.

We truly appreciate your recommendation about Restaurant pricing and I look forward to personally welcoming you back soon.

Sincerely yours,
Roberto Otálora
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Walchwil, Switzerland
Level Contributor
33 reviews
23 hotel reviews
common_n_hotel_reviews_1bd8 57 helpful votes
Reviewed January 7, 2013

This hotel was a huge disappointment. The "luxury" was not to be found for either us or our friends. Our room was just behind the pool and smelt of damp and the bed sheets felt damp too. It was obvious the room not been aired at any time. Our friend's room was upstairs and very noisy. The rooms are dark and their layout very open plan. We unsually don't have a problem with such set-ups but this went a bit too far. There is no separation at all. The doors to the toilet and the shower are salon doors so that one could hear (and yes smell) everything!!!! The showers didn't have any pressure and had no hot water (luke warm) No hair dyer, no slippers (floor was not really clean = black feet), no water bottles (or refills), no plugs, no night service. The whole place has no soul. At the reception you have to talk through bars. A man-made barrier to making guest feel comfortable. The restaurant, the bar and reading room are lifeless. No decorations. Nothing appealing about them. No service. The plates, cultery, salt and pepper etc were all of a terrible state. The breakfast we had was so awful we wrote a complaint on the bill. No reaction from mangement while we stayed there. In fact no General Manager could be seen or found at all for the whole of our stay. The upstairs lounge (above bar) area we discovered by chance but there was no service. And then we found a sun lounge area which was so filthy it bears no words. Tried room service but no one picked up. Tried reception the same thing. Then when my husband went to physically order he had to wait over 45 minutes until being helped. He was furious. Then our used dishes were left outside our room (near pool area) for over 48 hours. Pool area different but cold water, uncomfortable chairs and no service. The internet connection was extremely slow and didn't work in the pool area at all. And so on and so on. We were very happy to leave and told reception so. A day later at our next hotel, a sister hotel to Campeche, we got a letter from the group's director of operations apologising for our bad experience and thanking us for our comments. He would be looking into the matter. We were offered 2 free nights at Campeche but let's be honest this is a empty offer when the director knows we wouldn't be visitng mexico again in the near future. The GM of the sister hotel understood this and offered us free massages, which was much appreciated. So alot of work needs to be done to get this hotel back up to the standard it claims to be, especially for USD 400+ a night!

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Hellbraun
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cambridge
Level Contributor
98 reviews
53 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
Reviewed December 10, 2012

Having said that this is a lovely hotel in historic centre. Staff are lovely and the pool is a delight but the food and drink are soooo expensive although the food is very good. We had a room on the second floor and it was delightful...gorgeous furniture and very light...this may have only be relevant because our previous hotel was so dark! Everything is a few minutes walk away and the staff all speak good English which again was a revelation after where we had been.

Room Tip: Room on top floor
See more room tips
  • Stayed November 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ssw57
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hacienda Puerta Campeche, A Luxury Collection Hotel

Property: Hacienda Puerta Campeche, A Luxury Collection Hotel
Address: Calle 16 Y 18, Campeche 24000, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Campeche > Campeche
Amenities:
Bar / Lounge Business Center with Internet Access Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#3 Luxury Hotel in Campeche
#7 Romantic Hotel in Campeche
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Hacienda Puerta Campeche, A Luxury Collection Hotel 5*
Number of rooms: 15
Official Description (provided by the hotel):
Hacienda Puerta Campeche is an architectural relic dating from the 17th century located just a 20 minute drive from Campeche city’s airport and in the historic center of this city, declared Cultural Heritage by UNESCO. This site is currently the ideal starting off point for adventure into the adjacent historical areas. The walls of these idyllic colonial houses are ocher and orange painted. Its 15 guest rooms and suites combine the comfort of state-of-the-art technology and traditional ambiance. Surrounded by stunning views of the gardens and the pool, the restaurant offers a sophisticated menu consisting of delightful dishes prepared with fish and sea food from the Gulf of Mexico. A terrace lounge enclosed in a charming environment welcomes guests in the evening with captivating cocktails and wines. ... more   less 
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Also Known As:
Hacienda Puerta Hotel Campeche
Campeche Hacienda Puerta Hotel

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