Hacienda Xcanatun

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.

It is truly a shame that such an extraordinary and well-located property suffers from subpar service and operational failures. While the potential is there, the service under resort host Airam results in a lamentable experience. Despite the commendable efforts of staff members, the overall guest service by Airam is marred by exorbitant wait times and a blatant lack of attention to detail. Furthermore, the spa staff was conspicuous by their absence. If this hotel were managed effectively, it would be magnificent; however, the current state of affairs is deeply disappointing. I am uncertain if I will return.

This was such an incredible surprise. It's quite an expensive hotel for the area and I wanted to have a special experience so I chose it. The staff has been extraordinary! from the dpa to Armin at the pool bar, these individuals made me feel like they actually cared that I was there, they were interested in who I was as a person, and they made my stay feel more like an extension of my life, hanging out with good friends and enjoying the best that life has to offer. I cannot express how impressed I was with the service at this hotel! I will be back very soon,