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“Beautiful Place, Uncaring Service, Nothing to Do”

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Hacienda Santa Rosa, A Luxury Collection Hotel
Ranked #1 of 1 Hotels in Maxcanu
Certificate of Excellence
Port Washington, New York
Level Contributor
75 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
“Beautiful Place, Uncaring Service, Nothing to Do”
Reviewed April 12, 2014

First of all, the website lists the location in the WRONG PLACE so we spent hours searching for it. It is poorly marked and in the middle of NOWHERE. The phone number didn't work. When we arrived and told Angelica (the "Receptionist" -- ha ha) about the mistake in the website, she showed NO INTEREST and just tried to upsell us massages. The best part is the dining room experience -- wonderful service, good food, lovely setting, and Edgar who truly gets what fine service means. The pool is nice but could be kept better. The rooms are lovely with good mattresses but the switches are not labeled or intuitive so you spend time trying to figure out how to turn on the over head fans, etc. Given the expensive rate for this hotel, they charge you substantial $$ for every little thing which seems ridiculous. Go someplace else, it's not worth the money, the hassle and the nothing to do!

Room Tip: Our room was nice with an outdoor patio and soaking tub. It was in a separate building.
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  • Stayed April 2014, traveled as a couple
    • Value
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Helpful?
Thank Arty_woman69
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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189 reviews from our community

Traveler rating
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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (24)
Date | Rating
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English first
Birmingham, United Kingdom
Level Contributor
45 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed April 2, 2014

The only reason not to stay here (apart from a shortage of cash) would be if you prefer your hotels to be modern concrete boxes. Stay whilst you still have the opportunity. We worry about the economics of the hotel. When we were there they only had eight guests and about thirty-two staff (including cleaners, gardeners etc).

No praise is too high. Huge suites in traditional buildings. Some of the quietest air conditioning we have come across. Excellent food. Total peace and quiet. Wonderful service. Great birdwatching.

As an anecdote of how this hotel gets matters so right, on arrival we were invited to sit down on the veranda and given a drink. Rather than queue up at reception the staff came to us and checked us in with the absolute minimum of fuss.

  • Stayed February 2014, traveled as a couple
    • Location
    • Sleep Quality
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    • Cleanliness
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Helpful?
Thank Rick S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed January 31, 2014

If you are looking for 1) the perfect place to unwind 2) great food cooked with local fresh produce 3) amazing genuine caring service 4) a totally genuine experience - then dont think twice - just book this place. We spent a week here using the HSR as a base to explore Yucatan - I've travelled a lot but never stayed anywhere quite so special. As other people have said - the staff are at the heart of HSR - they are all local people and care deeply about the experience you have with them.

Lots to do and see in the area but best if you have a car - local population are genuinely friendly and welcoming - we met people who were interested in where we were from etc and just wanted to say 'hello'. Local attractions like cenote swimming and the ruins at Uxmal and Oxkintok are way superior to the Chichen Itza experience.

We were genuinely sad when it was time to leave and have already started planning our return visit.

Room Tip: There are only 11 rooms - all have unique features. We had the junior suite (no. 10) with a lounge...
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  • Stayed January 2014, traveled as a couple
    • Value
    • Location
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Helpful?
Thank driwells
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York City, New York
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed January 4, 2014

The buildings and grounds of Hacienda Santa Rosa are surpassingly beautiful, filled with history, and anchor the surrounding village. But the people who work at the hacienda are its true glory. Never have I felt so cared for, welcomed, and at ease. I spent three days at Santa Rosa and another three days at its larger sister property, Hacienda Temozon. Hacienda Santa Rosa was, in every way, superior: the perfect marriage of intimacy, warmth and luxury.

Santa Rosa is ideal for relaxation. There are lovely pools here and there, tucked into the historic property. The restoration of the old hacienda is perfection: sensitive, romantic, luxurious. Hammocks, nooks and patios abound. Before arriving, I thought the grounds might be small. But they are not. There is an intimacy to the main buildings, but several acres of the old sisal plantation has been converted into a botanic garden featuring local and medicinal plants. It is interesting to wander around and work out how the growing of henequen and production of fiber was handled on the property.

The superb resident manager (she lives next door), was kind enough to give me a detailed tour, explaining not only the history, but how the hacienda is part of the village today – many of the staff live and worship in the village. In fact, I heard hymn singing one evening from across the lawn that turned out to be from a house church across the street. While I stood and listened, one of the staff came up to tell me about it and his coworkers who worship there.

I was lucky to spend new year’s eve at the Hacienda. It was the best new year's celebration I’ve had. The grounds were candlelit. Cocktails and appetizers were spread. The village girls’ choir, dressed in their local finest, sang and then helped the guests break the piñata. We all laughed and played. A bonfire was lit. An elegant multi-course dinner was served on the front patio, until, at midnight, the traditional straw man was burned, the twelve grapes eaten, and the guests retired.

I will not forget the happiness of being at Santa Rosa: the smiles, the efficient, thorough, heartfelt service, the splendid grounds, the beautiful ease.

  • Stayed December 2013, traveled with friends
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Helpful?
3 Thank Derek A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
mexico,d.f
Level Contributor
34 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed November 25, 2013

we only stayed a night it was a business meeting, for the managers and clients of the company 11 rooms all the hacienda for ourselves . The food was great the service was fantastic the amenities were all there, we used the spa service which was very nice, the pool was beautiful and all else was just great. Its not far fro merida or campeche sort like in the middle but the area is just incredible right in the middle of nowhere. For us it worked great but looks fine for a weekend retreat with your loved one. wouldn't recommend for children kind of to secluded. other than that a great place.'

  • Stayed November 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
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Helpful?
Thank mzaga63
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Arvada Colorado
Level Contributor
61 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed November 23, 2013

We did not stay at the hotel but used this as a place to have lunch on our way to one of the sister hacienda properties. We were the only lunch guests which made service wonderful but still not cloying. We enjoyed the fabulous view of the grounds and some special food. Afterwards we were able to wander the grounds, which only helped to whet our appetites for staying at the Hacienda Uayamon an hour or so away. This lunch was expensive, but one of the highlights of our stay in Mexico.

You have to go through the village to get there, which is not in itself a bad thing but can be disconcerting because we wondered if we had missed a turn somewhere. Keep going and you will get to the front gate.

  • Stayed November 2013, traveled with family
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
Thank AidanSineadsMom
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, United Kingdom
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed October 24, 2013 via mobile

Mexico is a country full of soul and ancient spirits, all you have to do is scratch the surface to uncover the true essence of the place, especially in the Yucatan region, one that is steeped in history, with so much still untouched.
The best way to see Mexico is to take a road trip off the beaten track, far from the Americanisms of Playa del Carmen and Cancun, as lovely as they are, they are not a picture of the true Mexico.
A four hour drive on a long stretch of road with red earth to either side and everlasting deep blue skies, you will arrive at the very small shanti village of Santa Rosa, easily missed so be sure to have your map with you.
The village is a quiet one with not much change, however it is full of historic ruins and architecture, which are revealed as you make your way along the pot hole ridden dirt road.
The Hacienda is revealed as you approach the end with large gates that open to what looks like a piece of the centre of Spain, in remote Mexico.
The Hacienda has been restored to all its glory, tastefully done with the rawness it requires in order to feel as authentic as it was originally. The Spanish influence is prominent throughout, with wide open spaces for air flow, and visibility from one side of the Hacienda to to the other.
The rooms are simple but large, and Santa Rosa will only sleep about 6 couples at once so there is a level of intimacy which is rarely found, coupled with almost being in the middle of nowhere, it really feels as though you are stepping away from the world.
Finish the day with a lovely glass of wine, and watch the sunset on the front verandah, followed by a wonderful array of Yucatan dishes to savour over, the food is quite different in southern Mexico so there will be many surprises in that respect, and will most certainly leave you hankering for more.
The poolside area is where one should collapse with a book all day and then cool off in the pool when the suns rays take their toll. There is all day service when it comes to food and beverage so it really does feel like you are in a little piece of unexpected luxury.
All the staff are local village people and live very close to Santa Rosa, have a walk around the village and also to neighbouring villages, certainly an eye opening experience. The people of this region survive off tourist spend, they still produce the arts and crafts which they have done since the beginning of time, and they create beautiful artefacts worth taking home with you.
Santa Rosa is a place worth venturing to, and certainly not easily forgotten, and neither are the people.

Stayed November 2012, traveled as a couple
Helpful?
2 Thank Sarah D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Hacienda Santa Rosa, A Luxury Collection Hotel

Property: Hacienda Santa Rosa, A Luxury Collection Hotel
Address: Carretera Federal 180 Merida-Campeche | Municipio de Maxcanu - Santa Rosa de Lima, Maxcanu 97800, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Maxcanu
Amenities:
Free High Speed Internet ( WiFi ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Suites Swimming Pool
Hotel Style:
Ranked #1 of 1 Hotels in Maxcanu
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Hacienda Santa Rosa, A Luxury Collection Hotel 5*
Number of rooms: 11
Official Description (provided by the hotel):
Right in the heart of the Mayan archeological zone, Hacienda Santa Rosa showcases its splendid building from the mid-19th century. This building, formerly an important property of the nobility, has become a luxurious residence through the generations. Just a 50 minute drive from Merida’s International Airport, the place is surrounded by natural beauties such as the Calcehtok and Oxkintok Caves, and cultural sites such as the Ruins of Uxmal and the town of Becal. An enormous door, meters and meters high, gives access to this wonderful hacienda which has 11 comfortable guest rooms and suites. Hammocks and wicker chairs, a private terrace and a garden make this place a perfect spot to live an unforgettable experience. Its aloe field is home to a Mayan style little house where one can enjoy enchanting moments outdoors. ... more   less 
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Also Known As:
Hacienda Santa Rosa Merida
Hacienda Santa Rosa Hotel Merida
Hacienda Santa Rosa, A Luxury Collection Hotel Mexico/Maxcanu

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