Hotel Palacio Maya

After reading some of the previous negative posts. I would like to say that our first impression was from concierge Cesar. Extremely friendly,helpful and always asking about our day. Not to mention giving directions to whatever we needed. Next would be the outstanding service provided by Laura at the front desk. Her customer service stood out above all. When we first entered the hotel she greeted us with a smile and spoke not only to my wife in Spanish but did not neglect to speak in English. It was a very warm and inviting experience right from the beginning of our vacation. Laura went above and beyond her duties to make sure our experience in Merida was perfect. She gave great ideas for day trips and followed up to inquire how each day was when we arrived back. We did have a problem with our first room however but between Cesar and Laura they fixed the situation extremely fast. The grounds and pool were very well maintained. The cleaning staff, made sure that our room was clean and prepared. The location was very central to everything. Overall, we were pleased from the beginning and would choose this location again.

Staff was friendly, but didn't speak english at all. Breakfast was perfect. Room was ok for the price, but needs lots of Renovation... Loose screws, mold in the shower, water Tap was also loose.

I have traveled extensively on five continents over nearly 50 years. Hotel Palacios Maya is perhaps the worst hotel in which I've stayed. Things got off to a bad start at check-in when my wife and I were denied a second electronic key for a room door that can't be left open from the inside, notwithstanding our explanation that we kept separate schedules and I would need to enter when she was sleeping. That's a first in my long experience. We entered and found that the toilet didn't flush and bathroom smelled bad, asked for another room, and were told that the hotel was fully booked. This was clearly a lie. There were hardly any people in common areas or at breakfast at any point during our stay. Worse yet, our travel companions were compelled to leave the hotel a day early because staff failed to make good on a promise to keep the insulin one of them depends on in a freezer, and expressed no concern when confronted about it ("you can seek a refund on Expedia"). In addition to bad plumbing and the stink, which infuses the entire hotel (albeit less intensely than in our bathroom), and the bad attitude among staff (though some were nice), there was literally nothing redeeming. The smallish room walls were coated with the same ugly wallpaper as the hallways with not so much as a print on the walls. There was little or no hot water. Beds and pillows were cheap and hard. The hairdryer and TV didn't work. In general, the place breathes neglect. You could hardly find a worse hotel for a far cheaper price.