We had a room at ground floor.
No windows, dirty duvet, very high humidity, moule on the walls which is covered with paint and smells unpleasant ...
As if that were not enough the room is poorly soundproofed - why directly situated to the breakfast area of the hotel.
We booked the room for 3 nights but just decided to leave this place after 1 minute we walked in to this room.
No chance for refunds, reception was not really interesseted in our reclamation. Just said it's no problem when we leave ...
Effrontery that this room is selled to people!
Poor disappointing place, would never go back there...
The only good thing I have to say about this place is the location. Now, let's jump into the problems, which aren't few.
1. The credit card machine wasn't working when I arrived, so they asked me to pay in cash. However, that'd be almost all the cash I had for my stay.
2. You can't call that a breakfast. They offer coffee (which takes 30 min to make), slices of bread with butter, and cereal.
3. The breakfast area doesn't have enough tables, so people stand and wait until a table is available.
4. Roaches walk by your feet in the breakfast area.
5. The room smells like mold.
6. For hot water, you have to open the shower tap and wait 5 min.
7. There's no water pressure, only a few drops here and there.
HORROR HOTEL IN MERIDA!! DONT GO!!
This hotel is any guest‘s nightmare. The stuff is very unprofessional and just not trained at all. It feels like random people just start working there without having any knowledge in hospitality.
Upon arrival we realised that our room was very dirty and mouldy. There was even fresh and wet toothpaste on the blanket. I told the lady at the desk, who offered me an other room after thinking about what she could do.
The second room was dirty as well. The floor was full of hair and dirty, there was plenty of mouldy areas, etc. Since we were tired from the flight and just travelling we decided to accept it for this night.
The next morning we saw the included breakfast which the hotel is adverting for. It’s actually a shame for every Mexican. Cause they have such a good cuisine, and what u receive over there is even worse than in any hostel I’ve been to in the world.
Since all these issues summarised we decided to leave the hotel and asked for a refund for the next 4 nights. This is were the drama started! I’ve never received such a bad customer service before in my life!
The lady at the desk was completely overwhelmed and literally said to us: I don’t know! I can only do check in and check out.
It was even harder cause nobody could speak English (which would have been alright in case the whole experience in the hotel would have been different).
I asked to talk to a manager. This was impossible, since he/she is almost never at the property (so the lady from the desk said). I asked to call her, get an email address or any information to get in touch. Nothing. She thankfully called the manager a few times for me. I obviously couldn’t understand what they were talking about since it was in Spanish. The manager denied any contact to me as a guest. He/she just said no refund. After I kept being demanding she called again and the manager said I have to get in touch with booking.com (fair enough!). I did so! Booking immediately reacted and contacted the property many times even with a Spanish speaking agent. They we’re sending mails to the manager with photos and videos as a proof. Still: no refund.
Both, mine and the hands of booking.com were tied in this moment.
We were shocked! What is this? Which manager in the world leaves his/her staff alone and doesn’t teach them how to work properly. During the day we realised we have to stay since we’re not getting the refund.
As it wouldn’t be enough at this point already, when we came back home in the evening after having this horrible day with dealing with the hotel- OUR ROOM WAS FLED by water since it was raining badly. But still no refund!! I don’t have to accept a completely dirty, mouldy and fled hotel room I am paying for!
We went to the desk again! As we learned already she can’t do anything else then giving us a new room.
Ok room number 3. In comparison to the ones we’ve had before acceptable. Because there was just water coming though the wall from the shower and the toilet glasses were loose.
It was terrible. I don’t recommend anybody staying there.
There is a boutique hotel with the same name, and I booked this nightmare. This is the most disgusting, filthy, non working toilet when too many people are booked, staff is awful, and when I asked to change rooms the front receptionist said why bother they are all the same and none of the toilets are working right now. We left and they refused to give me my money back. I had to get my credit card to reimburse me the charge and I am still dealing with this hotel.
It is the worse experience of my life and the people who run the hotel are the worse. Seriously do not stay here even if you need to save money. It is dirty, garbage strewn, smoking and who knows what else goes on. The final straw was the poor maintenance man that was going room to room filling the toilets with water.
Absolutely the Pitts !! Win worse hotel in Merida for worse service, worse condition and basically just disgust.Thue do not in anyway way deserve to call themselves a three star hotel.
When we arrived to leave the luggage we saw a prostitute leaving the room. The rooms are horribly nasty and dirty. The sheets are dirty and the bathroom is horrible. Water pressure is so low that you take an hour to have a shower. Internet doesn't work and the cold breakfast is the nastiest I ever had. Simply disgusting.