Hotel Los Aluxes | Mérida — Hotel in Mérida

Happy start, sad ending… I live in Merida permanently and I was excited to find a Hotel that is Pefriendly and offers a Day Pass to use the Pool (we had to pay 315 pesos but could consume in the restaurant, great offer!).

The day started great, we had a swim and relaxed at the Pool. Pool is clean, big, nice chairs, the food was good too. We had to wait a looooong time for everything and had to go ourselves to the restaurant to order or for them to bring towels we had to use but oh well, things are slower in Mexico.

Suddenly a group of around 20 kids and several adults arrived and took over the whole place. I don’t have anything against kids enjoying the Pool and have fun and yes, it can get a little louder. But the situation went out of control: 20 kids jumping in and out, screaming and then starting to play Ball, hitting several guests including me and my friend several times. I asked a few times politely to be careful as we were eating lunch and had a dog with us. My dog was behind our chairs and behind large plant pods so she wasn’t even close to the Pool. But the kids went crazy without anyone saying something. After the second time the ball hit my dog we left the Pool area and wanted to pay and leave. As we had to leave the day a few hours earlier than planned because there was NO way to use the Pool anymore or stay there without being hit, we didn’t reach our minimum of consumption. I asked in the restaurant if they could give us something to go and they refused. No solution offered. I asked at the reception for a solution, nothing. My dog was shaking and was bleeding a bit at her leg, must have happened when she got scared because of the ball flying towards her). I had to wait 30 minutes for the manager to finally talk to us and then it took us a while where we had to come up with a few solution ideas until he said we can just pay what we consumed. Ridiculous!!!! Just apologize and offer a Day Pass for another day to come back and use the rest of money and we would have been ok.

Long story short: The main problem of this Hotel is the Management and staff not knowing what to do or how to provide a good service.

NOBODY of the hotel staff came to the Pool in over an hour to talk to the supervisors of the kids to respect the other guests.

Another guest came running when we left and she said that the ball just hit her older mother. I hope they finally sent someone…

I left the place disappointed and sad. This could have been a great place to come to on the weekends and bring more friends. But the way they dealt with the situation was the main problem, not the „bad luck“ with the groups of kids. If the Hotel would have offered to come another day and enjoy the Pool when it’s more quiet, we would have understood and would have left in the mood to come back. Such a...

Going to Merida for a wedding ceremony was the long waited vacation I was looking for, and unfurtunatly started like a disaster.|Arrived in Merida by bus around 20h00 and went straight to the hotel. Check-in process was smooth, staff was ok, not rude but not super friendly, and the receptionist did not speak English at all, but I could manage with my little Spanish.|As soon as we get to the room, immediatly I wanted to leave. Pictures in the website very nice, but the room and the building where this room was located was in very poor condition. No hairdryed (picure of the website showing a hairdryer was removed after I complained), dirty blankets, broken bin, furniture damaged, no terrace, humidity, lock on the window broken.|I went right away to the reception and complaint. The face of the receptionist said everything, she didn't even apologize, no explanation she just asked to the colleague to show me another room. They showed me another room with the balcony, I asked the gentleman where are the outdoor chairs that appears in the pictures? He mentions they are all at the pool. They showed me another room, broken tub, among others. One worse than the other. After I inform the reception I was going to check-out from the hotel the following morning as I was too tired to move, they showed theyr best room - Lights where shivering, broken furniture, and didn't even stay more than a couple of minutes, otherwise I am sure I would find more. I complained and inform that I would sleep in my room that night, but would leave the next morning and demanded compensation for the 3 nights not used. The next morning no one could give me an answer, just to file a written complaint on email and to wait 30 bussiness days. More than a month have passed no one replies my emails or messages anymore. Just ignore. Very very bad. Do not recommend at all.|And on top of this they have 2 different breakfast: American breakfast, and a full buffett breakast. When I booked directly on their website it didnt even had the option to choose, out of curiosity (one of the few messages they have replied) I asked what is the difference between breakfasts as I found the american option very poor and would deffenetly prefer the other one. They reply that the full buffett breakfast is for the guests that book directly with them trought whatsapp or email. SO WHAT DO YOU CALL BOOKING DIRECTLY ON YOUR WEBSITE?? A THIRD PARTY?? |Nothing makes sense. Breakfast was poor, rooms were poor, half of the staff didnt speak english and didnt smile. Luckely I was able to change hotel the next morning were I was very nicely treated, and all the staff were very friendly...

We're to start... we had an ordeal our first morning, the toilet spilled over which was really gross. We tried to request a refund to move hotels which was a 2.5hr ordeal being told yes by one staff member and no by others. The sales manager refused to refund any of our booking and booking.com couldn't help.

We were offered other rooms beginning with a standard room when we had booked the suite. The "suite" is not much more than the addition of an uncomfortable couch and the balcony offers no respite being enclosed. If you open the window the room howls and its very unpleasant.

The lifts are extremely slow and a lot of the time occupied by the staff who do not make room for you.

The cleaning staff were very rude, going as far as rolling there eyes and shaking things in front of my face when I didn't understand. Mold on the bath plug. No toilet paper in the room. Tissues were not replaced. The bottled water was also not replenished once during our stay.Sheets on the bed didn't actually fit which made for some frustrating nights trying to untangle myself. Towels were thin and fraying.

The pool was not a great retreat as the staff were consistently using the shower area to fill buckets and sometimes hide. Which made the area noisey and high traffic (not something that is pleasant when you're in a swim suit trying to relax)

Breakfast staff were very forward when asking for tips which is confronting and uncomfortable when they didn't actually do anything but their job. I know it's a tipping country but I tip if and when I want and only if service is right. Staff were eating behind the stations without washing their hands after. The lady at the service desk was coughing without a mask into her hands without sanitising after. Poor hygiene all round.

We had to jam a sock in the door to stop it banging and the silicon had worn out of the window sill so the room howled with the wind.

Our "room with a city view" was as low as they could make it so they didn't have to go upstairs. We were told higher rooms were not available then when we had the toilet issue everything magically changed.

The key card for the room stopped working everyday. No it wasn't kept near anything magnetic. 10-15 minutes wasted 1-2 times a day.

There was no hot water 3 times during our stay.

All in all, a terrible stay with rude staff (not all some were good) and...