Hotel Maison del Embajador

The only real letdown during an otherwise amazing stay was the night shift employee José. We needed help getting our car, but he said they were understaffed and it wasn't his problem. He sent us outside to wait. Ten minutes passed without help, so we called. He picked up once, told us to "go ask in front," and hung up. Our next calls went unanswered. Everything else was excellent. The hotel has a perfect location and a beautiful atmosphere, and the rest of the staff were kind, helpful, and professional. I hope management looks into what happened, because one bad encounter shouldn't overshadow how great the rest of the team was.

The team made our stay especially nice. Everyone was welcoming and helpful, and Joshua went out of his way for us. We could easily walk to restaurants, shops, and attractions from El Maison del Embajador. The price was very reasonable, and the hotel had what we needed for a comfortable visit. Its spot on Calle 60, right across from Parque Santa Lucía, could hardly be better. We just got back from Mérida, Yucatán, and had a great experience.

The jewelry box I left behind had very special jewelry in it and meant a lot to me. When I noticed it was still on the bedside table after we'd driven away, I called the hotel right away, probably ten times. Each time I was told to call again in a few hours, and later I couldn't get through for several more hours. When we finally spoke, they said they couldn't find it. I even contacted Fedex to pick up and deliver a newer box to my next destination, but despite all my efforts to explain how important it was and ask them to locate it, there was no help and it wasn't found. This happened in Mérida before I traveled to Cancún, and the whole trip has felt like a bad experience since. I'm deeply saddened, both by losing my personal belongings and by the staff's unhelpful attitude. Usually, if people leave something in a good hotel, I expect an honest hotel to keep it for the guest. This didn't feel like an honest hotel. We checked in on August 6. The front desk staff were very unfriendly, and the room was disappointing and extremely hot when we first walked in, so we changed rooms. On checkout day, I was putting on my earrings when my husband called for me to bring the luggage to the car. There was no parking nearby because of the central location, so we had to park three blocks away. In the rush I grabbed my things and forgot to check the room one last time.

The elevator was still broken, and the hotel's problem solving was one of its biggest weak spots. We had written to the team two days ahead asking for a parking spot because of the central location, but when we arrived and asked inside, there wasn't one. We had to leave the car on the street. Service was horrendous from check-in to check-out, with staff showing no interest. The rooms had no safe, the bathrooms were almost moldy, the mosquito nets were broken, and the A/C was louder than an F22 engine. One of the worst hotels I've stayed at, if not the worst. I don't recommend it.