Hacienda Santa Cruz Merida

Wonderful hacienda and room. Bathtub amazing. Pool is ok. Cenote is small and not beautiful. Awful breakfast, awful service at breakfast, cheap coffee, small assiette of fruits, one orange juice for two, no refill. Ridiculous and petty for the price.

Horrible. First, they charged me almost 400 dollars for a small room. I just realized it when I left my credit car was charged. 2. The restaurant was a person who made me wait for hours and very bad actitud since mad at anytime all the time. Terrible !!!! … I believe the food was re used again. Wise than airplane food . The worse at the end they told me that the found the shower broken and wanted to charge me to repair. I couldn’t believe it !!! The manager was trying to be nice, but at the same time he was trying to blame me to play the game to get more money Becareful because if you are alone or especially if you have a credit card and a woman having vacation alone, they automatically will take money and blame you from something to steal from you. The spa was empty and the maintenance was bad. The girl with the massage was really nice . the gardens were beautiful. the cenote was dry. my recommendation to go to check the gardens during the day, and have a massage. the rest not worthy to stay.

By far the worst place we have ever experienced! And we've been to many countries and stayed at many places. We stayed 5 nights in Riviera Maya and decided to extend our trip and drive to Merida for a few days. We stayed at haciendas before but we decided to try Santa Cruz. We only booked this place for the Master Suite. We have 2 small children and the room was what we needed for our family. We reserved the room online through their website, only to drive all the way there for 4 hours to be told that the room is not available. First off, when we arrived there, there was nobody there to greet the guests. When the host finally showed up, he was very impressed that we were even there. After being told that the master suite is not available, we had no choice but settle for the rooms they had to offer because it was late and everything else around was sold out. When we got to our rooms, we realized that there were 2 separate rooms in one building, which meant that my husband and I had to split up and stay with one child in each room due to safety. One of the rooms had a strong cigarette smell and was very dirty. There were black stains on the bedding and hair in the sink in shower. There was no common area where the entire family could spend time together. If that wasn't enough, they had a wedding that night right outside our windows and the entire place was booming until 3am! We have nothing against wedding, but the hotel should have give us a courtesy call when we booked, to let us know that the night will be loud. Lastly, we booked an excursion the following day, and we asked the host to set us up with a driver for 9.30am which he said he did. In the morning I sent a message on whatsapp to front desk with no answer for 40 minutes. I called front desk and the girl there had no clue about the car. Eventually, they figured out that the transportation can't be there until 11am, after our excursion! At that point, we had to cancel the excursion, packed our suitcases and went to front desk and told them that we are out of there. We checked out after only one night, we got in Ubers and went to Chable. Awful, awful experience.