Horrible receptionist . Alex I think his name was. Not interested in helping at all!!!!

Staff were ok not great

Everything!

Food could have been better

Excellent location, Very interesting history and beautiful place.

very beautiful location, garden, house, decoration, pool

There is a well which goes very deep (you do not see the bottom) and which needs to get covered to protect anyone from falling into it. My children were running ahead of me and reached it before me. One was jumping on the surrounding wall. If he had fallen into it, he minimum would have been badly injured.

The pool was absolutely fabulous.

Sadly they no longer connect through to chichen itza.

The Hacienda is set in very beautiful and tranquil gardens and is very close to Chichen Itza so a perfect stop for the ruins.

On arrival our room prices were converted from dollars to peso at a very unfair rate. After complaining in writing, this matter was resolved. The prices in the restaurant are at the very top of what is acceptable but you pay for the close proximity to the ruins

beautiful gardens and atmospheric building. lovely swimming pool. we did an excellent bird tour in the gardens

I was disappointed with the food. the quality was not the level I would have expected.

Beautiful. Stunning buildings and grounds. Our casita was huge. Modern bathroom. The staff was pleasant. We had hoped to walk to Chichin Itza through the back way by Mayaland but it was closed because they have found more archeological ruins.

My husband felt the bed was too firm and he wasn’t comfortable. I agree but it wasn’t a problem for me. The ban on outside food and drink is weird and didn’t start us off on the right foot. You have to pay them for water to brush your teeth. Our dinner in the restaurant was meh. My margarita was bad, bottled mix. In a place like this in Mexico I expect a freshly made drink. I didn’t finish it. The food itself was dull. The service was poor. We didn’t get our beverages, including water, until halfway through eating. The coconut cake had three flakes of coconut. They have you at their mercy because it is a long way to find other options.

the garden

the room had no safe box.

Location and grounds

Food

The hotel and grounds are beautiful and well maintained – the garden is like a jungle and the pool was really relaxing. The main building houses the restaurant and all the meals we had were delicious. We stayed in the Tatiana suite which was large and the bed was really comfortable. Given it was so quiet we slept really well and enjoyed the room.

The hotel does NOT have a private gate to Chichen Itza, as these no longer exist for any hotel. It is false advertising that this is listed as a feature. We asked upon check-in where the gate was and were just told there isn’t one. You have to go all the way out of the hotel drive, back to the main road, round the park complex to the main entrance which on foot is 1 hour’s walk. The hotel does not offer any kind of shuttle or alternative service. We had luckily hired a car so were able to arrive at opening time but still this meant we had to pay for parking etc. The site only opens at 8am these days so it’s not even that early to stay in Valladolid (which is beautiful with loads of great restaurants and nightlife) and do the 35 min drive from there. The hotel doesn’t have a USP anymore so we wished we hadn’t stayed here really. We were surprised they didn’t make more of an effort to make up for this no longer being available. We also booked spa treatments and a cooking class with the hotel by email in advance, which were confirmed by the concierge. Upon check-in we were told the spa treatment times were 1 hour different from what we’d booked (ok); however we found the treatments very overpriced for what they are. The cooking class was confirmed for our second day at 12pm. On our second day we therefore got up early to go to a nearby cenote and quickly came back in time for 12, only to be told on our arrival at the kitchen that the cooking class was now at 2pm. The hotel didn’t make any apology nor acknowledge the mistake and inconvenience, and tried to insist that we still take or pay for the class. It was annoying we’d planned our day around this and we didn’t want to spend 2 hours just waiting (and presumably then eat the food at around 4 which didn't really make sense) – so we cancelled. We therefore had to totally change our plans and were really disappointed not to do the class. This somewhat ruined our enjoyment of the rest of the stay.

The landscape and grounds are fabulous! Tranquil and peaceful picture-perfect place. The location is beautiful and close to Chichen Itza. Outside of the resort looks like the best Mexico has to offer.

The rooms are very basic and might need an upgrade to match the rest of the resort. Not too comfortable. The toilet needs to wait for 20 minutes between flashes. There are no nightstands with nightlights. They have them in the ceiling that flash right into the eyes when you are lying in bed. We could deal with no WiFi in the rooms but we prefer them to be more comfortable. Restaurant prices are too rather high for Mexico. We liked MayaLand hotel much better when we stayed there last time.

Location, gardens and main house

accommodation is a little tired

The hotel area is really beautifull. The food is good. The rooms are pretty big.

No Wifi in the room or at the pool. The pool looks nice but is a bit dirty. No sunbeds at the pool. No direct access to Chichen Itza but we knew that beforehand. The rooms are old fashioned and no tv.

very pretty grounds and peaceful location. beautiful pool .

no wifi in the room.

Fabulous food, friendly staff, fantastic location...wish we could have stayed longer!

No wifi in the cottages, private gate to the Mayan ruins still closed :(

Beautiful gardens, loved our 2 rooms together with own terrace and hammock with our children. The pool perfect place to relax in afternoon after Chichen.Restauarant setting lovely; overlooking gardens which are lit at night. Difficult to see from photos. Enjoyed taking a G and T on terrace bar before dinner as the rainstorm ended.

Extremely helpful staff (Alexis thank you) in helping us with the car rental company. Food very tasty Anytime again

location and grounds

lack of heart no hot water

Great hotel great experience we stayed only one night and we loved the place !!: great pool, great big garden feels like being in the jungle, good breakfast and good restaurant at night. The place is just magic !!

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