4/10 Poor
Jessica
Feb 19, 2026
Liked: Cleanliness, property conditions & facilities
Disliked: Amenities
Almost every aspect of the stay was lovely. My room was large and comfortable. The property was beautiful, particularly the courtyard and rooftop terrace. The plunge pool was a bit cold for me, but I know it would feel amazing during the summer. The staff were friendly and helpful throughout my stay. It was a bit noisy at night (lots of barking dogs) but there's not much they can do about that.
However, at no point during my 4-night stay was I able to get hot water in my shower, no matter how long I left it running, and no one was ever able to explain why. I would have assumed it was my own error, but the manager even came up to look at one point and he wasn't able to figure it out either. Fortunately I was able to use the communal showers downstairs, where the hot water worked fine, but it was frustrating that I had paid for a private shower which I was never able to use.
I still would probably have given the hotel a 4-star rating, but when I asked if I could be compensated for the inconvenience, they were only willing to offer me a voucher with a 2-year time limit, which doesn't help me at all since I am not planning to return to Merida within the next few years (I simply cannot afford it). I explained this, but they wouldn't budge, and then tried to claim I had either been lying or that it was somehow my own fault (even though they couldn't tell me what I had supposedly been doing wrong).
Very disappointing behavior, and thus I sadly cannot recommend this property.
Jessica
Stayed 4 nights in Feb 2026
