the hotel is excellent- beautiful location- wonderful historical hacienda. wonderful pool and incredibly comfortable rooms. Excellent- but very very expensive- to the point that the value is poor.
Hacienda Xcanatun Angsana Heritage Collection, Otro at Hacienda Xcanatun, Angsana Heritage Collection, responded to this review
Dear Ms. Rkgervaron,Dear Guest,Thank you for taking the time to share your feedback regarding your recent stay at Hacienda Xcanatún, Angsana Heritage Collection.We are delighted to know that you enjoyed the beauty of the Hacienda, its historical charm, our pool, and the comfort of your room. At the same time, we regret that your experience did not fully meet your expectations in terms of value.We truly appreciate your comments, as they are very important to us and have been shared with the relevant teams for review.We hope to have the opportunity to welcome you back in the future and provide you with an even more satisfying experience.Warm regards,Hacienda Xcanatún, Angsana Heritage Collection
User:Nala530
Trip type: Couples
Fantastic hacienda - Double-check there are no weddings scheduled. Set this as a condition.
01 Apr 2026
Beautiful hacienda with lovely rooms. We stayed in a Naj Junior Suite with a double bed on Thursday and Friday. This suite is beautiful and spacious. We booked the hotel because of the good reviews, its rustic character and, according to various reviews, its delicious cuisine. Upon arrival, we were given a musty room. Fortunately, after requesting it, we were immediately given another room.We thought this would be an ideal stop on our tour of the diverse peninsula to relax for a while. Upon arrival, it soon became apparent that a large wedding had been planned after we had already booked. We were never informed of this. A crowd of 170 partying guests flooded the hotel and took away all the peace and quiet. During our dinner on the restaurant's beautiful rustic terrace, we were suddenly surrounded by a standing reception and could no longer hold a conversation. The next day, the beautiful swimming pool was transformed into a mega pool party. So much for our hopes of enjoying a peaceful three days at this hacienda. We learned from the otherwise very friendly staff that many parties are organized on the estate, involving the hotel guests and the hustle and bustle of these parties...We raised this issue twice at reception. Each time, we were told that they considered our complaints to be entirely justified and that management would contact us. However, this never happened! As a couple, we travel the world and have stayed in many top hotels, but we have never experienced such an unprofessional and customer-unfriendly approach. It is not our style to communicate this through this channel, but when all internal communication with the hotel receives no response, there is no other way.Our key advice to management is not to mix the two things. Either organize parties or be a 5-star hotel that welcomes guests who do not choose to party and choose peace and quiet. Our advice to interested travelers: make sure you have guarantees that you will not end up at a party, or play it safe and find a 5-star hotel that promotes service and customer focus as fundamental values.A 5-star hotel that mixes wedding guests with regular guests seeking peace and quiet is never compatible. The staff promised feedback from management. We took the effort to give feedback to reception, to management and customer service but never got a reply. Absolutely unprofessional and not customer-oriented at all. So sorry such a beautiful Hacienda messed up.
Hacienda Xcanatun Angsana Heritage Collection, Otro at Hacienda Xcanatun, Angsana Heritage Collection, responded to this review
Dear Guest,We sincerely regret that your experience did not meet your expectations.Thank you for taking the time to share your comments across the different platforms. We truly understand the impact that the situation you described had on your stay, particularly regarding the atmosphere and overall experience you were expecting.Please rest assured that your feedback has been shared with the responsible teams, as it is essential for us to review and improve our processes, communication, and guest experience. We also deeply regret the lack of follow-up from our team, as this does not reflect the level of service we strive to provide.For any further assistance or if you would allow us to follow up personally, we kindly invite you to contact us at quality-xcanatun@angsana.com.We hope to have the opportunity to welcome you again in the future and provide you with a much-improved experience.Warm regards,Hacienda Xcanatún, Angsana Heritage Collection
User:Jean d
Trip type: Couples
You should definitely prioritise spending time by the pool and enjoying the great friendly service.
27 Mar 2026
The pool area was wonderful. I highly recommend Armin, the pool barman, who was both very pleasant and very professional. Thanks to him, we had a beautiful time.
Hacienda Xcanatun Angsana Heritage Collection, Otro at Hacienda Xcanatun, Angsana Heritage Collection, responded to this review
Dear Mr. D,Thank you very much for your kind comments. We are delighted to know that you enjoyed our pool area and the friendly service provided by our team.It is a pleasure to hear your recognition of Armin; we will be glad to share your words with him.We truly appreciate your recommendation and look forward to welcoming you again in the near future.Kind regards,Hacienda Xcanatun, Angsana Heritage Collection
User:Jennifer R
Trip type: Couples
Beautiful Hacienda Hotel in Merida nested between the City and the Beach.
16 Feb 2026
Beautiful mature planting all throughout the hacienda. AMAZING pool with plenty of lounge chairs around the pool, all with towels on the chairs for keeping them fresh for each guest, and a towel for drying off. These little touches make a place go from good to great. We stayed in suite 317 with plenty of space for a couple and a private front porch and back patio. This is one of the older buildings with beautiful traditional architecture and completely modern on the inside with large shower and separate room for the toilet, which is very nice for privacy. The service by all of the staff was great, from reception to pool to restaurant and all other staff too.
Hacienda Xcanatun Angsana Heritage Collection, Otro at Hacienda Xcanatun, Angsana Heritage Collection, responded to this review
Dear Ms. Ranicki,Thank you very much for your amazing review and your kind words! We're absolutely delighted to see that you had an amazing stay with us. It’s wonderful to know that you enjoyed your room, the service, and the amenities. Our team works hard to ensure every guest has a memorable experience, and your feedback truly means a lot to us.We can't wait to welcome you back for another fantastic stay. Thank you for recommending us to others — it’s the best compliment we can receive!If there's anything we can do to make your next stay even more special, please don’t hesitate to let us know.Warm regards,Hacienda Xcanatun Angsana Heritage Collection Team
User:John F
Trip type: Family
Dissapoint
13 Feb 2026
It is truly a shame that such an extraordinary and well-located property suffers from subpar service and operational failures. While the potential is there, the service under resort host Airam results in a lamentable experience.Despite the commendable efforts of staff members, the overall guest service by Airam is marred by exorbitant wait times and a blatant lack of attention to detail. Furthermore, the spa staff was conspicuous by their absence. If this hotel were managed effectively, it would be magnificent; however, the current state of affairs is deeply disappointing. I am uncertain if I will return.
Hacienda Xcanatun Angsana Heritage Collection, Otro at Hacienda Xcanatun, Angsana Heritage Collection, responded to this review
Dear Mr. John,Thank you for sharing your feedback. We regret to read that your experiencee with us was not up to your expectations.Your insights are very important to us. In order to correct or adjust wherever it's needed, we would be grateful if you could provide your detailed feedback via email to quality-xcanatun@angsana.comWe remain attentive and thank you in advance.Best Regards.Hacienda Xcanatun Angsana Heritage Collection Team
Merida, Merida - Yucatan
About Hacienda Xcanatun By Angsana
User Rating & Reviews
06 Apr 2026
01 Apr 2026
27 Mar 2026
0204 505 9777