Casa Nova Merida

The location was a plus, and the rooms were good sized and spacious. The hotel is much smaller in person than it appears in the photos. Breakfast was included, but just fruit and coffee, which was disappointing. Overall, the stay was okay.

The location is great and breakfast was nice, but there was no hot water in the shower. For a hotel in the centre of a tourist village, with prices above average, I expected someone at reception who spoke English.

It was just one night, but we won't be back. We were kept awake from 5:30 am by receptionists laughing and talking loudly. When we politely told them we were unhappy as we left, they said we were the first guests to complain and that was why they wouldn't apologize. The room itself was dirty: hairs on the floor that weren't ours, soap residue in the shower, an uncleaned glass screen, and lotion bottles left by other guests. The area under the bed looked as if it hadn't been cleaned in a long time. They first put us in a room with two beds, which we hadn't asked for, then moved us to a ground-floor room with the window open and mosquitoes everywhere. There was also a problem at check-in. We had received a message saying that if we didn't arrive between 3 and 6 pm, the room would be released and charged to our account. When we got there, they said we had to pay, although we thought Booking.com had already been paid. The receptionist refused to hand over the keys unless we paid. They offered to hold our passports instead, but we couldn't do that because we didn't want to be undocumented and had a restaurant reservation.

Music from nearby was so loud in the early hours that we couldn't sleep. The rooms also seemed old or poorly maintained. Around midnight, the bathroom stopped working and they were repairing it. We didn't use the pool because it was out of service. For the same price, there were other hotels with better quality.