Rosas & Xocolate, Mérida, A Member Of Design Hotels

“Wonderful time in Merida”

Staff is very accommodating and attentive. Hotel was authentic to Merida. One did not feel you could be in anywhere in the world in a generic hotel room. The breakfasts in the restaurant were outstanding as were other meals. Tours arranged were informative and worthwhile.

“Started off so well ......”

Was very excited to stay at the hotel since I'd been to the restaurant a few years ago. This was a business trip and we were told by the organizer that the group rate included breakfast. Arrived around 2:30pm and was told that check-in was at 3pm. Not a big deal: there was plenty of cozy seating a… more

Was very excited to stay at the hotel since I'd been to the restaurant a few years ago. This was a business trip and we were told by the organizer that the group rate included breakfast. Arrived around 2:30pm and was told that check-in was at 3pm. Not a big deal: there was plenty of cozy seating around. The hotel is a renovated old house, so beware that there is no elevator, only stairs. A young man carried my suitcase up 3 floors (I do pack light, but still...) Later in the afternoon I had time to enjoy the small pool. Water was cold but Merida is super hot, so again, not a big deal. Best if you go in the morning, where the sun hits the area, as it is shady in the afternoon. The room itself was nothing to write home about. All rooms have an outdoor tub in addition to the regular rain shower indoors. Breakfast comprised a big fruit salad, a main entree, coffee/tea (no decaf available) and a pastry. I always request a print out of the stay statement for an expense report. We were picked up early in the morning so it was only after I got home that I started noticing discrepancies. First, the statement they gave me had someone else's name (also part of the group). Breakfast was charged one day, not the other 2. My Bonvoy number not showing. I called immediately and was told that the names don't matter in a statement because with a group they don't know who will show up. Hello? That's why an ID, credit card and Bonvoy number was provided. I asked for a new statement, they again said the room number was correct and that it didn't matter but that they'd tell the manager and to expect a call back. 3 days went by. No call/email, nothing. I called again. Same response. Asked for an email so I can send the copy of my statement as I need the name corrected and the breakfast charge removed. Oh, they also add daily tip for the staff. $710 MXP = $40usd?? And not disclosed. And today I got my credit card statement showing an extra charge of $1040usd. All in all twice as much of what I have in writing. But of course, not my name, so who knows what they did. At least I was given the email address for the manager, and I'm sending my request for a correct charge and statement asap. So sad that the experience of such an anticipated stay got progressively bad. At this time, no Bonvoy points and the way I see it, most likely will end in disputing the charge with the bank.

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