It’s more a 3.5 than a 3. What’s great? Beautiful property that is the best of both the new (modern pools etc) and the old (gradios hacienda). Lovely spaces between the huts / rooms. What kills it is service? Breakfast is the worst and you have to wait 1 hour for just an omelette and a coffee. And staff really struggles to understand English (worst compared to 4 other places that we stayed around Mexico) the food is also at par If you are not visiting Merida to hang around the property and actually visit the ruins around (as we did) a much better option would have been some of the known chains downtown which actually looked quite nice.

We've traveled all through Mexico and this has first class rooms and high end service and hospitality. The room is as nice as Nobu Cabo. The pool has plenty of day beds and service for a relaxing day. The restaurant has great traditional yucatan and mexican options.

This was the best hotel stay EVER. For reference, we travel internationally many times/year and we've stayed at some pretty great hotels, but this one truly rises above. Our warm welcome from Antonio was spot-on, what a delightful human! Anette at the front desk was so kind to me and my children, her excitement for our stay got all of us excited! The room was BEAUTIFUL. Looks like there's an old/new part of the hotel, ours was the new one. Two beds and a plunge pool. It felt like we were in the jungle but really the hotel is nestled into a neighborhood on the outskirts of Merida. We spent 5 days in Centro, 4 days at the beach, and we were ending here. Back to the room...huge with great towels, soaps/lotions/incense to burn/tv and very private. The pool was delightful, I do wish it was open past 8pm! Pool bar was great for fresh drinks and many cabana/beds for all. We had room service one night and ate at the restaurant the other, both were great. Roberto in the restaurant was lovely, so attentive and kind :) Here is the most amazing part...our son was having an allergic reaction so we were headed out into the community (on Easter Sunday) to find a doctor, but NO, the hotel has a doctor on speed dial who treated him in our hotel room! The appointment and a shot and several prescriptions were all about $75, would have been over $1,000 in the US and the doctor was great! Every single staff member we encountered as an absolute delight. For those who were not happy here, remember you get what you give. I'd be as excited to see all of them again as well as coming to the hotel. There was no construction going on because it was Easter weekend, so I can't speak to the noise much, but it started again before we left and it was the sound of construction, I'm not sure how they expand without working on it? Thank you all!

By any standard I know, this is a very good hotel. Parts of some of the structures are historic, and aspects of the layout and grounds reflect the hacienda that once occupied the land, but this is otherwise a modern hotel, with extensive modern renovation. Gracious staff, great pools, nicely appointed rooms, slightly dicey plumbing (but mostly excellent). Food is perfectly pleasant, but there’s much better stuff available in Merida. Two lovely cats and an amusing gang of coatis on premises. Churreria and tortilleria around the corner. Beware that the hotel is gearing up to build a bunch of apartment buildings in the back of their lot—while that is underway, there may be some disruption to the serenity of the hotel.

I had the misfortune of booking a family trip to Hacienda Xcanatun and it was a big disappointment. Firstly, they sent an email with an advertised airport pick-up service and after providing details it was never confirmed from their end. After a few days of waiting, I decided to call to confirm and was told that it was handled by “guest services” and of course no call/email confirmation. Then, our flight was canceled, and we decided to cancel the whole trip and cancel the reservation. I was over billed for the one-night cancellation fee. Despite my reservation confirmation clearly stating the intended amount, the reception staff ended up charging me for an additional $130 USD. It has taken me a frustrating amount of time and effort to rectify this error to which they have already agreed but have not seen reimbursement for over one week. The lack of communication and accountability from the hotel's staff is disappointing and we will be looking to stay elsewhere when we book our trip to Merida.