Ratings based on 95 Verified Reviews
4.4 Room cleanliness
4.1 Service & staff
3.7 Room comfort
4.2 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 4 Jun 2024
Excelente service from recepciónest , Daniel at the bar , the waiters excellent service ,
Comment from Hotel Management
4 Jun 2024 by Management, Hotel Management
Dear Elisandro, Thank you very much for sharing your experience with us. We are glad you enjoyed your stay and hope we can welcome you once again in the future. Have a wonderful day
by A verified traveler
Posted 19 May 2024
The service was excellent! Very nice hotel!
Comment from Hotel Management
20 May 2024 by Management, Hotel Management
Dear Lilia, Thank you so much for sharing your experience with us. We are glad you have chosen our hotel and would love to welcome you in the future and pamper you once again as you deserve. Have a wonderful day.
by A verified traveler from BELLEVUE
Posted 17 May 2024
They forgot the coffee for 2 days
No upgrade
They forgot 2 times my request for my massage and I ended up giving up - reception
Beautiful casona hotel modern meet traditional , the person showing me the room when I arrived was really nice
Clean pool and clean rooms and good internet , the room is fine but did t get my benefits upgrade
Comment from Hotel Management
17 May 2024 by Management, Hotel Management
Dear Linda, Thank you very much for sharing your experience with us, we regret to know we could not exceed your expectations We have informed the staff about the inconveniences you said you experienced during your stay and would like to apologize. We did as much as we could to comply with your requests, we think it was just a miscoordination. Hope you can give us the chance to demonstrate that we can do it better, hope to welcome you once again. Have a wonderful day.
by A verified traveler from Wauchula
Posted 16 May 2024
I had a fantastic stay at this Hotel. The staff were incredibly attentive and friendly, the rooms were impeccably clean, and the service was quick and efficient. Highly recommend!
Comment from Hotel Management
16 May 2024 by Management, Hotel Management
Dear Bella, Thank you very much for sharing your experience with us. It was a pleasure for us to have your preference and hope we can welcome you once again in the future. Have a wonderful day.
by A verified traveler
Posted 1 May 2024
No AC on lobby area, no elevator 23 steps to 2nd floor
Comment from Hotel Management
2 May 2024 by Management, Hotel Management
Hola Fernando, Thank you very much for sharing your experience with us. We deeply regret to know that you did not have a superior experience with us. However it is important to clarify that, we do not offer a building with an elevator or a/a in the common areas. We do have air conditioning at the front desk, and despite we did not know you needed accessibility, our staff is always more than happy to assist all our clients with special needs. If we had known about it in advance and seen the chances to make your stay more comfortable. Have a great day.
by A verified traveler
Posted 10 Apr 2024
Comment from Hotel Management
2 May 2024 by Gerencia, Hotel Management
Hola Edwin, Muchas gracias por compartir sus comentarios con nosotros. Estamos muy contentos de haberles recibido en Piedra de Agua, y saber que tuvieron una agradable estancia con nosotros. Esperamos tener la oportunidad de recibirles nuevamente y muy pronto para consentirles como ustedes merecen.
by A verified traveler
Posted 3 Apr 2024
This is a beautiful place to stay at. Walking distance to everything! Staff was very friendly specially Jesus. He was so sweet that he even walked us to a destination near by to show us.
Comment from Hotel Management
3 Apr 2024 by Management, Hotel Management
Hola Vicky, Thank you very much for sharing your opinion with us. It was a pleasure for us to welcome you and serve you. Hope we can welcome you in the future and pamper you as you deserve.
by A verified traveler
Posted 16 Jan 2024
Rooms that faced the street were awfully noisy, and we could not sleep.
On the other hand, we used the valet parking. One day, we couldn't use our car because the valet was not in the hotel and couldn't tell us when he would return. The next day, when we were leaving, they couldn't get the car keys (since they were in the security box and didn't have the keys for the security box). We had a very tight schedule since we were leaving for the airport and needed to return the rented car. They refused to call a locksmith because they couldn't pay for it. After 40 min of looking, they found the keys, and we could leave, but we almost lost our flight. Our stay at this hotel was miserable, a terrible experience.
Comment from Hotel Management
18 Jan 2024 by Gerencia, Hotel Management
Estimado Carla, Lamentamos mucho los inconvenientes generados con su estancia en Piedra de Agua Mérida. Sentimos y entendemos su molestia, hemos enviado sus comentarios al personal a cargo del área y se han tomado las medidas correspondientes a fin de evitar situaciones como las que nos comenta. Nos apena mucho y esperamos nos de la oportunidad de demostrarle que podemos hacerlo distinto. Le deseamos una excelente tarde.
by A verified traveler
Posted 15 Jan 2024
I had a bad experience with this property. The main reason was that the rooms on the side of the street have a lot of sound of construction (which continues into the night) or general sound street later on, to the point where it's hard to sleep. The room does not have a safe.
My main concern was with the valet parking. One day, we were unable to use the car since the person in charge of it was not around, so we had to spend a significant amount in taxis to make up for it. On the day of check-out, the hotel staff had placed our car key in a safe, and could not find the key to the safe. They were unwilling to call a locksmith, which they should have done at their expense since this was their mistake. We ended up leaving over 40 minutes later than we wanted due to this, until they finally found the key.
Other than that, the decor is nice, the hotel is clean, and the restaurant is good (but overall I would recommend against staying in this hotel).
Comment from Hotel Management
18 Jan 2024 by Gerencia, Hotel Management
Estimado Pablo, Lamentamos mucho los inconvenientes generados con su estancia en Piedra de Agua Mérida. Sentimos y entendemos su molestia, hemos enviado sus comentarios al personal a cargo del área y se han tomado las medidas correspondientes a fin de evitar situaciones como las que nos comenta. Nos apena mucho y esperamos nos de la oportunidad de demostrarle que podemos hacerlo distinto. Le deseamos una excelente tarde.
by A verified traveler from South Bend
Posted 18 Oct 2023
Comment from Hotel Management
8 Nov 2023 by Gerencia, Hotel Management
Muchas gracias Tatiana por dejarnos su muy importante valoración sobre su estancia en Piedra de Agua, Estamos muy contentos de haberle recibido y esperamos tener la oportunidad de consentirle nuevamente en un futuro próximo
