Hacienda Xcanatun

We loved our stay at Hacienda Xcanatun. The setting is stunning and the rooms are beautiful. It’s away from the “hustle and bustle” of Merida but still conveniently close. Everyone was so friendly and helpful. We were here for medical treatment for our daughter and it really made the entire trip feel more like a vacation. Salvador and Marcos were so welcoming but quick on arrival, knowing we’d had a long travel day with a baby. Armin at the pool was a standout and really delivered anticipatory service, taking note of our preferences throughout our stay without us even needing to say anything. Ivan at the pool was just as great and was so kind and his service delivery always prompt. My husband never wanted for a margarita for more than 2 minutes 😉. Housekeeping and room service were also great as was Jacky at breakfast. So nice to see her big smile first thing in the morning. Didn’t try the spa although I wish I had. One small suggestion for improvement- the mosquitos are wicked and it would be great to have some more protections available. Bug spray in room and automatically offered upon arrival at the restaurants as well as perhaps a mosquito net around the bed. There’s currently some construction happening around the pool but it was honestly hardly noticeable (didn’t hear it at all in the room and even at the pool it wasn’t bad) and the hotel was great by proactively offering drink vouchers and a couple of other perks.

the hotel is excellent- beautiful location- wonderful historical hacienda. wonderful pool and incredibly comfortable rooms. Excellent- but very very expensive- to the point that the value is poor.

Beautiful hacienda with lovely rooms. We stayed in a Naj Junior Suite with a double bed on Thursday and Friday. This suite is beautiful and spacious. We booked the hotel because of the good reviews, its rustic character and, according to various reviews, its delicious cuisine. Upon arrival, we were given a musty room. Fortunately, after requesting it, we were immediately given another room. We thought this would be an ideal stop on our tour of the diverse peninsula to relax for a while. Upon arrival, it soon became apparent that a large wedding had been planned after we had already booked. We were never informed of this. A crowd of 170 partying guests flooded the hotel and took away all the peace and quiet. During our dinner on the restaurant's beautiful rustic terrace, we were suddenly surrounded by a standing reception and could no longer hold a conversation. The next day, the beautiful swimming pool was transformed into a mega pool party. So much for our hopes of enjoying a peaceful three days at this hacienda. We learned from the otherwise very friendly staff that many parties are organized on the estate, involving the hotel guests and the hustle and bustle of these parties... We raised this issue twice at reception. Each time, we were told that they considered our complaints to be entirely justified and that management would contact us. However, this never happened! As a couple, we travel the world and have stayed in many top hotels, but we have never experienced such an unprofessional and customer-unfriendly approach. It is not our style to communicate this through this channel, but when all internal communication with the hotel receives no response, there is no other way. Our key advice to management is not to mix the two things. Either organize parties or be a 5-star hotel that welcomes guests who do not choose to party and choose peace and quiet. Our advice to interested travelers: make sure you have guarantees that you will not end up at a party, or play it safe and find a 5-star hotel that promotes service and customer focus as fundamental values. A 5-star hotel that mixes wedding guests with regular guests seeking peace and quiet is never compatible. The staff promised feedback from management. We took the effort to give feedback to reception, to management and customer service but never got a reply. Absolutely unprofessional and not customer-oriented at all. So sorry such a beautiful Hacienda messed up.

The pool area was wonderful. I highly recommend Armin, the pool barman, who was both very pleasant and very professional. Thanks to him, we had a beautiful time.

Beautiful mature planting all throughout the hacienda. AMAZING pool with plenty of lounge chairs around the pool, all with towels on the chairs for keeping them fresh for each guest, and a towel for drying off. These little touches make a place go from good to great. We stayed in suite 317 with plenty of space for a couple and a private front porch and back patio. This is one of the older buildings with beautiful traditional architecture and completely modern on the inside with large shower and separate room for the toilet, which is very nice for privacy. The service by all of the staff was great, from reception to pool to restaurant and all other staff too.