everything was great: rooms, staff, food!

There was ongoing construction throughout the property, which meant much of it was closed off and there was loud construction noise throughout the day. We were not told about this until after we checked in.

Amazing place

The management was not very helpful. We rented over 30 villas for my wedding and they made several people change rooms a few times. The food is great but service is very slow. Plus, for the presidential suite’s AC did not work for the two nights. They said they would help or give us a credit or discount but did not do anything.

beautiful hacienda with excellent facilities and lovely staff

wine list could be better

Staff very helpful and friendly, the rooms, grounds and all the facilities are stunning. Beautiful property , worth every cent.

The people were friendly, good food at the restaurant, large room, a surprise "happy bday" in the room

The property looks like half in renovation, totally missing charm when walking around. For this reason, overpriced

pretty buildings

they had construction work going on and didn’t tell anyone.

The staff is fantastic (everywhere, except the restaurant - more on that below) - from our welcome from the bellman (I don't remember his name), the check-in/check-out, the attentiveness of the staff (they remember your names) and greet you like old friends, the comp upgrade, the new pool, and our room in the hacienda. The property is a juxtaposition of old world (the original hacienda and grounds), and the expansion, which seems a bit strange at first, and then it is what it is - you can be in "history" or "modern luxury" within a few steps. The original hacienda room we stayed in was unique, and spacious with a modern bathroom and a huge TV (although awkwardly placed and hard to view from the bed - we were in a corner unit.) The surrounding area is safe to walk and quiet. It was not busy.

They are still under expansion construction (the spa is being expanded), and while we were there, the jackhammers started at 9:30. We had originally booked an Airbnb for 4 nights and bailed after 2, so we figured, we'd go somewhere more in alignment with what we enjoy and we'd simply relax & end our vacay on a high note. So, we didn't leave the property (except to go to the Aki, & dinner at a nearby restaurant the 1st night). Unfortunately, the noise was hard to ignore. I would have liked to have a mosquito net on the canopy bed. Both nights we had the annoying mosquito-in-our-ear noise & bug bites in the morning. The light in the wardrobe also turned on and off (strobe-like) during the 2nd night which woke me up. But perhaps the worst part was that, even though I gave the receptionist a letter with my food allergies, after 9 nights eating out in the region, the meal I ordered from the restaurant (for room service) was not only tepid but 15 minutes after finishing it, it was out of my body (the only time this trip). I informed the restaurant and they did care, but it shouldn't have happened. I pre-ordered a special breakfast for our check-out day at the same time I had ordered my dinner but when it arrived, it wasn't what I asked for (forgetting some items, adding others I said I didn't want). My poor husband wasn't asked what he wanted for breakfast, and I didn't realize for ages that no-one took his order (he's too patient!). While things got sorted for me (and my breakfast was comped due to the previous night's issue), he didn't get what he ordered (he got the fruit plate part of the dish but not the granola and yogurt that should have accompanied it.) We were supposed to get credited but we didn't. Once construction stops and the restaurant aligns with the promised experience, it's worth a visit, although I do think it's not competitively priced for the area.

Perfect room, friendly staff, wonderful facilities

Nothing

The room was exceptionally large, well designed and felt like total luxury. Loved the bath and outside shower. High ceilings also stunning. Super modern and felt brand new. New swimming pool was stunning.

No complaints, treated like royalty. The only thing I would comment is that the location doesn't appear to have much going on so you are limited to the resort or day trips further afield.

Everything!! but mostly the staff. excellent service overall

maybe one of the pools who needs a little bit of work

The breakfast was very good, the location fantastic. Only problem was the toilet which had a bad smell. Otherwise the rest of the bathroom was very nice, the shower great, one indoors and one outdoors

The WC had a bad smell. Otherwise nothing else to add

Very spacious well appointed room (it was brand new)

It was quite far out of town (easy to get a taxi or Uber) but the trip was about 25 -30 mins to town.

Although we waited longer than expected to get our room, the features are great and the entire venue is beautiful. The room I booked was very spacious.

Service is very overwhelmed at breakfast and it is slow. The new 'houses' have a contemporary style that is somehow clashing with the old Hacienda look and feel. More like a basic Dubai penthouse beach house than a Yucatan building.

google

everything

The hacienda and the rooms are just amazing, and the quality of attention by the staff in the hotel is excellent. The place is far from the city center, but with an Uber or taxi it's actually quite okay (about 120 pesos an Uber ride).

Some times the service in the restaurant was a bit messy, but food was great.