City Plus Mérida

Our shower had no hot water. Asked front desk for three days to look into this and finally an “engineer” went up to our room. They just turn on the water and switch it from hot to cold with no difference in temp and swears that everything was working fine. Staff was condescending, rude and unhelpful. Had to find and alternate location to shower our toddlers as the water was too cold for them.

The check in was not available after 3pm. A guy finally picked up the phones and asked for help (posing as staff). It took about an hour to get into the room . I went to the restaurant to eat, but it was closed. Then i went to put my small food in the room fridge but it didn't have one. So I threw the food away. Then I didn't have any water, so I went to the vending machine as the note says. Well that was broke also. So I paid 100 pesos for two baby waters with the cleaning staff. Then I went upstairs to the roof bar, but that was closed also. (Keep in mind this is Saturday. I hoped the horrible reviews were false because of Covid and Tuesday nights. I assumed a Saturday it would be full functioning. NOPE. ) I LIVE a few blocks away, but we've been having electric grid problems because of the heat and overuse. So i wanted to treat myself and my GF to this hotel and a pool. Turns out the pool does not function. It does not move. I would advise to stay out of it. That is not safe. Then we went to the restaurants and stores in the center, only to realize they are almost all closed down. This is listed as VIP stay online but it needs to be removed since no amenities were available.

It was ok, but even that staff was friendly ( mexicans are always friendly )the service wasn't what expected, room was dirty at arriving, and it wasn't cleaned daily, housekeeper just fix the beds, one night she didn't change the towels just picked up the dirty ones and leave us with no towels and we had to go down to the reception to ask for them 3 times, they keep saying " we will bringing them to your room". My family reserved 2 rooms and we had the same problem in the 2 of them, my sister said they only leave one tower every time they clean the room regardless the amountof peoplein in the room( the towel thing must be a company policy) also the bathroom door was damage. It is sad because the property and locations are great, but there are some other good options in the area also for the price, overall we had a good time but it could it be better.