Our first impressions were very positive. This is a nice looking hotel with free street parking available (broadly anywhere except on the main avenue at the front of the hotel). There's a small pool and a well stocked gym which is adequate for a few people. From thereon, things started to look less rosy! On checking-in, there was absolutely no recognition of our elite status with Marriott. We were not offered any welcome drink or similar. For a place renowned for its chocolates, you would think they would offer you a sample which might actually drive people to purchase more. This frugal theme continued into our room. There was no fruit or suchlike as a welcome gift and instead we noticed a sign next to the coffee machine which stated that only 2 complimentary capsules are provided per day, and any additional capsules could be purchased for 45 pesos each. Our room was a good size and included an outdoor bath which was more of a novelty given that it was particularly dirty with leaves, etc. Our sink had not been properly cleaned (still had the remnants of spat out toothpaste in it) and the air conditioning unit was ridiculously loud...like being on a plane. It also can't be controlled...just on or off. The hotel agreed to move us to another room but they must have been aware of the issue before now. There were also no USB sockets to be seen. The lack of cleaning extended throughout the hotel, with dusty floors and just about every glass door being covered with finger marks. It looked like no-one had cleaned for some time. Breakfast was included and decent enough, but again the tightfistedness came into play, e.g. you could have juice or fruit but not both. Given that the prices are relatively high, we expected far more from this boutique hotel.

Firstly, this is a cute property with some nice design and is in a good location. However it’s totally overpriced and lacking in service or experience. Overall, the staff weren’t welcoming and wifi is sporadic. Absolutely no reference or benefit to being Bonvoy Platinum status. It was a special event so I decided to splurge for a suite which was a total waste of money. The room was tired (I understand it’s a heritage building but not an excuse for not updating or maintaining it) and hadn’t even been swept before our arrival. Most frustratingly, I’d booked on the basis of the private terrace. But it’s not at all private. The terrace is a shared space with another room, with some planters to divide which do not create any privacy. Moreover, there is a door/window from the public hallway on to the terrace so anyone walking by can look in on you. Given usage of the terrace was a big part of my interest in the suite, it was completely useless. I mentioned this on arrival and the staff were uninterested - a simple curtain could have been a massive help. I brought it up again when leaving and the guy “said I should have mentioned earlier” - which I had… The ‘included breakfast’ is quite good quality but it’s limited - lots of extras or not included. Probably fine for most cases but having spent so much money on the room I didn’t expect to be charged for an extra coffee or some fruit… Overall, a cute hotel that would be good in the moderate price range (I didn’t see a basic room) but when you pay high luxury prices one expects a lot more…

Great boutique hotel in a terrific location. Easy walk to almost everything you would want to see or go to eat in Merida. Staff is incredibly friendly. Excellent restaurant. Fitness center was new and needs to be a little better organized but still functional. Room was spacious and comfortable. I would highly recommend this hotel if you go to Merida.

The staff were very friendly and very helpful in all aspects of our stay. Our ground floor room had a nice layout, plenty of natural light and was comfortable. Some items are starting to show their age, like the shower and windows but overall a nice stay in a perfect location with easy walking to shops, restaurants, etc. The restaurant was also outstanding. One dinner and multiple breakfasts were excellent.

We were treated like family at this boutique hotel, and given the kindest upgrade to a spectacular suite. There are a lot of wonderful, warm, intelligent and professional staff members here, but Crissiant, was a true patient and kind executive helping us plan for many months in advance to have the best trip. We highly recommend this hotel as THE ONLY choice in the area to have a bar, restaurant, great location on the nices street in town, pool, and stunning decor, in Merida. PLEASE BE SURE TO GO HERE!!!