Hacienda Chichen resort — Hotel in Yucatán

Don't book events here. The event pictures are deceiving.You don't get what you pay for. Management and the owner are hard to deal with.The owner can't separate her ego from business. My son just had his wedding there in October and there were several issues. I know what they were offered/contracted and what they did and didn't get it. The crux of the problem falls on the owner, Belisa. She took over the event last minute (after a year of planning, the orginal planner suddenly wasn't available) unfortunately her arrogant attitude caused it's fair share of complications. She was quite the master of telling you what you wanted to hear, acting agreeable, then doing whatever she wanted. Her condescending manner when talking to you was uncalled for and not deserved. Due to a tropical storm the outside event needed to be moved inside. No problem. However, she changed the enter color scheme, flowers, and didn't fulfill several of the agreed upon aspects. There was no reason she couldn't have still did everything as planned INSIDE.  There was a rehearsal dinner with no rehearsal leaving the bridal party to figure it out themselves at the time of the ceremony. The groom shouldn't be the one having to guide  everyone. Especially when we were told time and again "she would be there every step of the way so we'd have to worry about nothing on the wedding day" Nothing but pure lip service. She was no where to be seen. My son was clearly upset and my daughter in law was shocked to see her venue had nothing as planned. They decided they would address it later directly with the owner, just enjoy their guests and make the best of it. After all,  what where they supposed to do? Tell their guests to wait outside in the rain so they could find the owner and complain right then? Stop everything and demand that the entire ceremony and reception be fixed to the agreed contracted specifications? Or better yet send everyone home and just not get married?  Apparently, that's what the owner expected them to do. She actually said because they didn't say anything during the event she wasn't responsible. Ludicrous! Upon returning from their honeymoon they constructed a very respectful email. They were gracious about the things that were correct and thanked the Hacienda for the work that was put into the event. But they also outlined the issues and stated in fact the contractual discrepancies. They invited the owner to reread the contract and see for herself the items that were missing, items that had been paid for.They said that they made the best of it but explained they were seeking a percentage refund to reflect the parts of the contact that were not fulfilled. Reasonable? Of course! However, they were responded to in such a completely unprofessional, demeaning way it's laughable.They were told that upon looking at footage on their cameras, it appeared that everyone had a good time. Guests do not know the contracts signed or the plans that the bride and groom ordered. Of course they had a good time, they were at a wedding. Her response did not address one contractual discrepancy. She refused the request of a partial refund, not even offering to discuss a counter offer or even have it open for discussion. She addressed phantom issues that were not even brought up in the original email from the bride and groom. She glossed over taking any responsibility for anything even though SHE was the one that took control of every aspect of everything. This is not an experience any bride or groom should encounter on their wedding day.  Destination weddings are hard enough to plan without having to deal with someone who so blatantly doesn't care. My family has been going there for years. This place could have continued to be in our  lives for many more years to come.That's what my son and daughter in law wanted. This owners obvious lack of common decency, poor customer service, as well as complete disregard for the contract she signed has cost that relationship. In my opinion, I'm betting on the fact that she hides behind the distance of her in Mexico and us in America to feel comfortable enough to be so disgustingly rude and not take accountability.That's not how you run a business or treat...

Don't book events here.You don't get what you pay for. The owner is hard to deal with. She can't separate her ego from business. My son just had his wedding there in October and there were several issues. I know what they were offered/contracted and what they did and didn't get it. The crux of the problem falls on the owner, Belisa. She took over the event last minute (after a year of planning, the orginal planner suddenly wasn't available) unfortunately her arrogant attitude caused it's fair share of complications. She was a master of telling you what you wanted to hear, acting agreeable, then doing whatever she wanted. Her condescending manner was uncalled for and not deserved. Due to a tropical storm the outside event needed to be moved inside. No problem. However, she changed the enter color scheme, flowers, and didn't fulfill several of the agreed upon aspects. There was no reason for changing everything. There was a rehearsal dinner with no rehearsal. The bridal party had to figure it out themselves at the time of the ceremony. The groom was the one having to guide everyone. We were told time and again "she would be there every step of the way so we'd have to worry about nothing on the wedding day" Nothing but pure lip service. She was no where to be seen. My son was upset and my daughter in law was shocked to see her venue had not as planned. They decided to address it later directly with the owner, just enjoy their guests and make the best of it. After all, what where they supposed to do? Tell their guests to wait outside in the rain so they could find the owner and complain right then? Stop everything and demand that the entire ceremony and reception be fixed to the agreed contracted specifications? Or better yet send everyone home and just not get married? Apparently, that's what the owner expected them to do. She actually said because they didn't say anything during the event she wasn't responsible. Ludicrous! Upon returning from their honeymoon they constructed a very respectful email. They were gracious about the things that were correct and thanked the Hacienda for the work that was put into the event. But they also outlined the issues and stated in fact the contractual discrepancies. They invited the owner to reread the contract and see for herself the items that were missing, items that had been paid for.They said that they made the best of it but explained they were seeking a percentage refund to reflect the parts of the contact that were not fulfilled. Reasonable? Of course! However, they were responded to in such a completely unprofessional, demeaning way it's laughable.They were told that upon looking at footage on their cameras, it appeared that everyone had a good time. Guests do not know the contracts signed or the plans that the bride and groom ordered. Of course they had a good time, they were at a wedding. Her response did not address one contractual discrepancy. She refused the request of a partial refund, not even offering to discuss a counter offer or even have it open for discussion. She addressed phantom issues that were not even brought up in the original email from the bride and groom. She glossed over taking any responsibility for anything even though SHE was the one that took control of every aspect of everything. This is not an experience any bride or groom should encounter on their wedding day. Destination weddings are hard enough to plan without having to deal with someone who so blatantly doesn't care. My family has been going there for years. This place could have continued to be in our lives for many more years to come.That's what my son and daughter in law wanted. This owners obvious lack of common decency, poor customer service, as well as complete disregard for the contract she signed has cost that relationship. In my opinion, I'm betting on the fact that she hides behind the distance of her in Mexico and us in America to feel comfortable enough to be so disgustingly rude and not take accountability.That's not how you run a business or treat...

This is a centuries old hacienda with all the important modern amenities. If you want to stay plugged in to the world via internet & cell, this is not were you should go, (there is internet access at the main building & the pool) if however are looking to be spoiled, pampered & treated like royalty with the experience of old architecture in the middle of the gorgeous Yucatán Península jungle this is a place you must experience. It is definitely a great value for the money, but NO it's not a Motel 6. I didn't see anything that would be entertaining to most of today's children unless they are interested in culture & nature. There were no children here during our visit. The pool is gorgeous, perfectly maintained & perfect for swimming & relaxing. I wish they had a couple of lounge chairs for sunbathing. Smoking is only allowed at the office veranda & outside of the rooms on your private patio. Mexican law prohibits smoking inside buildings. Our personal taxi driver became our amazing guide & chauffeur. Santa María was amazing with the care he took of us. He was ALWAYS early & did everything possible & beyond to ensure all our off site adventures were perfect. He made sure the night light show at Chichen Itzá had not been cancelled due to the day of rain. When he took us to Valladolid he didn't just dump us off at the hotel, he went inside to make sure they could take us early, thank God as due to COVID-19 the hotel entrance/check in was around the entire block. He stayed with us until everything was taken care of & we were safely settled in. He speaks 3 languages, Mayan, Spanish & English, (which is almost necessary in this area). The bird tour guide, (whose name I am unable to remember), spent almost an hour sharing Mayan history with me while we waited for the rain to pass, (he's Mayan & speaks 4 languages, Mayan, Spanish, English & Italian) before he took me on an amazing tour of the property while pointing out numerous birds as well as sharing the history of the Hacienda & it's connection to the Mayan people. He took the time to take me to the chapel & explain it's history as well as the garden & answered all my questions. A lot of the fruits & spices served in the restaurant are grown here. There is a diverse flock of chickens on the premises that supply the eggs served. Sadly I'm terrible with names, the staff are all or mostly local Mayan people & fantastic with looking after any & all needs, wants & answering any & all questions. They will literally stop what they are doing to assist you in any way possible to make your stay perfect. The Hacienda requests all food & drinks be purchased at the hotel, they will bring drinks to your room or allow you to take them to your room. I didn't need to take meals in my room, as the dining area is an experience I did not want to miss, I am unsure if they offer this service. They support the local economy/people & ask you to do the same. The internet was down the morning of rain which was fine for us, we're on vacation & realize we're in the jungle 💕 This is the perfect place for a safe, pampered jungle experience 💕 Due to COVID the private gate to Chichen Itzá is still closed. We were told monkeys sometimes will play in the trees off the main building where you can watch them from the veranda while enjoying a drink, apparently the monkeys are also still staying away due to COVID 🥰. You must try the various fruit drinks & hibiscus tea ❣️ Thank you to all the staff & outside people for an experience above & beyond my wildest expectations....