Diez Diez Collection

We had a fantastic New Year's at the rooftop. The service was excellent, the food was outstanding, and the staff were friendly. I was there with my one-year-old, and it was a relief to find menu options for babies and kids, since I'd been struggling to find that elsewhere. Highly recommend it!

The staff went out of their way to help, and I loved the room and its style. The hotel sits in a safe but central part of Merida, and it's a lovely boutique property. I did find it felt more like a bar and entertainment venue than a hotel. My first room was beside the rooftop bar, where the music came through loudly. Staff moved me to a room farther away downstairs. With a weekend DJ on, I could still hear noise, though it wasn't as loud. Soundproofing the rooms would help preserve the rest of an otherwise great stay.

Diez Diez is tucked just off the main street, so the best restaurants, shops, and attractions are easy to reach on foot or by bike. The hotel looks stunning, and each room has its own theme. My suite was beautifully designed down to the details, and the bed was so comfortable I practically melted into it. The staff made the stay especially memorable. They anticipated what I might need, gave useful tips for seeing the city, and helped me through a few unexpected travel problems. I also loved Fronto: creative food, carefully made cocktails, and a team that clearly knew what they were doing. A stylish, luxurious stay with personal service.

Diez Diez Hotel has lovely decor, but poor communication and uneven service made our stay disappointing. When we asked about adding a night, staff first said our room wasn't available and we would have to pay $70 more for a studio. Later, the same person said our room was available at the same price but pressured us to decide quickly, even though we saw it listed online at the usual rate. We had cold water and a broken coffee machine in the first room. We were told to wait for the water to heat, but it never did. The hotel moved us, but the new room had the same cold-water problem. The hot and cold dial had no indicator, so it wasn't clear how to use it. After two frustrating days, we figured out that turning it left and waiting brought hot water. The manager apologized, which we appreciated, but the apology and upgrade didn't address the ongoing communication problems, and felt more performative than actionable. When we tried to extend again, that same staff member quoted 16 pesos per Canadian dollar, a rate that seemed significantly inflated. When we questioned it, he rudely told us to go to the bank if we didn't like the rate. We eventually booked online, though extra verification made that difficult too. On our last day, we asked for the Nespresso pods that had been supplied daily. Room service brought coffee from the restaurant instead. When we clarified that we wanted pods for the machine in our room, they said they weren't complimentary on the final day and would cost 170 pesos. That felt petty and inconsistent. We paid 2,500 pesos at checkout, but left disappointed. One staff member was particularly rude and dismissive, especially toward women and LGBTQ guests, which was unacceptable. The hotel is overpriced for the service, and the cold-water issues and poor communication need attention. The location is near a strip club, and there are many nearby high-end hotels that cost less and serve guests better.