Hacienda Xcanatun, Angsana Heritage Collection

We stayed at this hotel for 8 nights and had a wonderful experience. The property truly feels like a five-star hotel. Our room was spacious, very clean, and comfortable, with strong air conditioning, which is especially important in the heat of Mérida. The staff were friendly, attentive, and always willing to help. They also spoke very good English, which made our stay even more comfortable. The hotel has a very good restaurant with delicious food and a changing menu, as well as a pleasant bar by the pool. The grounds are beautiful, green, and relaxing, with everything needed for a comfortable stay. Because of the good air conditioning, pools, restaurant, and peaceful atmosphere, the heat felt much easier to handle here. It is the kind of place where you can relax and enjoy your vacation without even needing to leave the hotel. We were very happy with our stay.

I am so disappointed. I was excited that a 5 star hotel with baths opened up in Merida. I booked a night for the family with the intention of returning multiple times. But unfortunately, we couldn't even stay one night. First, they are building apartments all around the pool. It takes away from what was supposed to be a beautiful view. The rooms are beautiful. However, we did not get to stay the night because our AC was broken. We waited for it to be fixed and the maintenance man actually blamed us for it being broken saying we had it set too low which was not true. It was not working as soon as we got settled in the room. Eventually they told us we could move to another room but we were hot and exhausted with our babies so packing up again to move to another room and unpack was not something we wanted to do. The whole purpose was for us to have a relaxing vacation so we decided to go home with them telling us we could come another day instead of refunding. We missed the deadline (that we didn't know about due to it being confusing and unclear) so we were told we couldn't use it. This place has potential but we've stayed in 5 star hotels around the world and this place does not have 5 star customer service even though they are priced high.

We stayed at Hacienda Xcanatun for 5 days and loved every moment. Marcos was super helpful in the front office, and Salvador was such a great guide in getting us to our rooms with stories about the property while we walked. Armin and Ivan were incredible servers/bartenders by the main pool, which was a wonderful place to relax after seeing the sights. The staff takes such great care of the property, and they even make sure the coatís stay healthy. They're sweet little animals, and if you're lucky, you can see them around the property, too. It's just a 20 minute ride to Progreso and another 20 minute ride in the other direction to the heart of Mérida. There is also a local park next to the property and a grocery store within walking distance. We can't wait for our next visit!

A wonderful small hotel complex with three pools, completely surrounded by nature. As a high-status Accor guest, you feel valued and well taken care of. The staff goes out of their way to fulfill guests’ every wish and answer any questions they may have.