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Reviews of Hotel Hacienda Cancun

2.5 out of 5
Hotel Hacienda Cancun
Av. Sunyaxchen Lote 39 y 40, Cancun, QROO

Reviews

7.0

Good

Rating 10 - Excellent. 74 out of 319 reviews" "
Rating 8 - Good. 94 out of 319 reviews" "
Rating 6 - Okay. 84 out of 319 reviews" "
Rating 4 - Poor. 36 out of 319 reviews" "
Rating 2 - Terrible. 31 out of 319 reviews" "

7.2/10

Cleanliness

7.6/10

Staff & service

7.6/10

Amenities

6.6/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

10/10 Excellent

Kemeil

Stayed 2 nights in Mar 2024

8/10 Good

David, Mt Pleasant

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Aug 2023

2/10 Terrible

Americo, Anaheim

Traveled with family
Disliked: Amenities, property conditions & facilities
Unfortunately the place is not what is on pictures, the rooms smell horrible. It's in a good location, but the property needs a very needed renovation, and clean up. We were supposed to stay there for 4 nights, we couldn't stay one. Tried to cancel, but I haven't heard from the property nor Expedia and it's been more than a week.
Stayed 4 nights in Mar 2023

8/10 Good

allan

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good value
Overall a good experience, staff is very helpful. The only problem are barking dogs in back yards on back side of building
Stayed 1 night in Jan 2023

8/10 Good

allan

Liked: Cleanliness, staff & service, property conditions & facilities
Economy room is decent enough near Park
It's a decent enough room for the money except they don't really have any place to put your items except for one spot
Stayed 1 night in Jan 2023

2/10 Terrible

Jose

Stayed 1 night in Jan 2023

8/10 Good

RAUL

Traveled with family
Liked: Cleanliness, property conditions & facilities
Basic hotel with a pool
The hotel is very basic with a pool. there is not internet service in the rooms, you have to walk to the lobby to get connection. We stay in the hotel for a night.
Stayed 2 nights in Jan 2022

6/10 Okay

ROBERT

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
STEP TO ENTRANCE HIGHER THAN NORMAL AS A HANDICAPPED PERSON IT WAS DIFFICULT FOR ME TO GET UP THE FIRST STEP WITHOUT ASSISTANCE
Stayed 11 nights in Dec 2021

8/10 Good

ROBERT

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
FRONT DESK VERY PLEASANT AND HOUSEKEEPING VERY WELCOMING
Stayed 2 nights in Sep 2021

10/10 Excellent

Verified traveler

Liked: Staff & service, amenities, property conditions & facilities
This hotel GG as always been a very
Stayed 5 nights in May 2021

6/10 Okay

Logan

Disliked: Staff & service
Not bad if you like old cigarettes
The room smelled like cigarettes. I complained and no one cared. One night people were so loud i couln’t sleep at 2am. It was convient to walk to the ADO station 6-10 minutes and walmart and 2 grocery stores close by
Stayed 2 nights in May 2021

10/10 Excellent

George

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Apr 2021

8/10 Good

Martha C

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excelent option for travelers in transit, plenty options near for eating, markets.
Stayed 3 nights in Apr 2021

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Cleanliness superior to other properties, very kind staff, nice pool, and excellent local.
Stayed 3 nights in Apr 2021

10/10 Excellent

Verified traveler

Stayed 1 night in Apr 2021

2/10 Terrible

Maria, Colombia

Traveled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I did not like anything about this place. Horrible customer service, we did check in few minutes before 7pm and before hurricane Zeta. The window facing the street did not lock, we had water leaks one on the corner of the mattress and a huge leak in the bathroom. We did not have electricity all night long and could not get even water from the hotel, total disgrace and lack of good service. I will not go there since this place is falling apart
Stayed 1 night in Oct 2020

6/10 Okay

Dan

Stayed 1 night in Oct 2020

8/10 Good

lennart

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Lean basic hotel
Great basic hotel no frills but overall clean
Stayed 1 night in Aug 2020

10/10 Excellent

DJ, Ohio

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
English speaking Jesuri Medina at reception took care of all my concerns. And Salotiel greeted me every morning with my continental breakfast with a smile. Quiet hotel with cable tv & free water on a busy street with a pool. Beaches just a bus ride away & close to the Ado bus station. Loved my 2 week stay thanks.
Stayed 14 nights in Feb 2020
Response from Hotel Hacienda Cancun on Mar 15, 2020
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

8/10 Good

Verified traveler

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Todo estuvo muy bien, solamente deben analizar la posibilidad de incorporar el desayuno bufet
Stayed 5 nights in Jan 2020
Response from Hotel Hacienda Cancun on Jan 31, 2020
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

6/10 Okay

PJ

Traveled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Only one member of the staff communicated with us. The rest just said they didn't speak English and made no attempt to help us at all.
Stayed 4 nights in Jan 2020
Response from Hotel Hacienda Cancun on Jan 30, 2020
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

10/10 Excellent

Verified traveler

Liked: Staff & service, amenities, property conditions & facilities
very convenient location and very tranquil, staff very friendly
Stayed 2 nights in Jan 2020
Response from Hotel Hacienda Cancun on Jan 14, 2020
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

8/10 Good

Wendong

Traveled with family
Liked: Cleanliness, staff & service
Just good enough
Hotel staff is very friendly and helpful, but the hotel is old, so it is ok if you want to save some money. There is no WIFI in my room, just in the hallway or in the lobby. AC is good.
Stayed 1 night in Jan 2020
Response from Hotel Hacienda Cancun on Jan 8, 2020
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

10/10 Excellent

Verified traveler

Stayed 6 nights in Oct 2019
Response from Hotel Hacienda on Nov 3, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

6/10 Okay

Verified traveler

Liked: Cleanliness, property conditions & facilities
Disliked: Amenities
Stayed 2 nights in Sep 2019
Response from Hotel Hacienda Cancun on Sep 19, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

8/10 Good

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service
Staff really helpful & friendly. Rooms are basic but clean & location downtown was good. We only stayed 1 night at short notice but it did the job.
Stayed 1 night in Aug 2019
Response from Hotel Hacienda on Aug 12, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

6/10 Okay

Traveler, Seattle, WA

Traveled with family
Liked: Cleanliness, staff & service
Disliked: Amenities
I was staying at an Air BnB for a few night and when my stay was extended in Cancun, I needed a place for I only one night. For one night, it was fine. The location was great, the staff was friendly and helpful! For short stays like mine, I would recommend it. I would not recommend a stay for more than one or two days (at the most). The hotel only has wifi in the main lobby, not in the rooms. Also, when I checked, there was a tiny gecko in the bathroom. The staff was very quick to remove and they were nice....but that was an unexpected guest.
Stayed 1 night in Apr 2019
Response from Alberto on May 9, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

10/10 Excellent

Sarah

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great place for the money.
This is the third time we have stayed at this hotel. The front desk people are super friendly. The rooms are clean. The pool is wonderful. Their breakfast is toast but we are not big eaters in the morning. The location is excellent. The hotel is within walking distance of the ADO (bus station), a grocery store and some night life. We would highly recommend this place.
Stayed 8 nights in Apr 2019
Response from Alberto on May 2, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was amazing very clean very friendly I highly recommended
Stayed 8 nights in Apr 2019
Response from Alberto on May 3, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

10/10 Excellent

Alejandro

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Hotel cleanliness.
Hotel overall was very nice for price paid clean and comfortable bed. I would stay in it again.
Stayed 1 night in Apr 2019
Response from Alberto on May 3, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

10/10 Excellent

Kimberly

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice place!
The place was very nice and comfortable.
Stayed 4 nights in Mar 2019
Response from Alberto on May 3, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

4/10 Poor

Verified traveler

Traveled with family
Liked: Cleanliness
Disliked: Property conditions & facilities
Clean, bad WiFi. Few old towels, no phone to call the receptionist, no water pressur. 6 parking spaces for the whole entire property!!
Stayed 1 night in Mar 2019
Response from Alberto on Mar 27, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

8/10 Good

Gris

Traveled with family
Liked: Cleanliness, staff & service
What I like about this property is that the staff was very helpful with directions nd what I dislike was the facilities
Stayed 4 nights in Mar 2019
Response from Alberto on Mar 14, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

10/10 Excellent

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Everything was nice , We doesn’t have any complain
Stayed 5 nights in Feb 2019
Response from Alberto on Mar 10, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

8/10 Good

Thomas, Bellingham, WA

Liked: Staff & service, property conditions & facilities
Disliked: Cleanliness
Hotel has large, air conditoned rooms with pleasing decor. There is a swimming pool and a covered area by the pool. Expedia price for this property was quite good but I decided to stay 2 extra nights and the price went up nearly 100%.
Stayed 1 night in Feb 2019
Response from Alberto on Feb 6, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

6/10 Okay

Verified traveler

Liked: Cleanliness
Quick check in Shower to shallow to me im 6 foot so my head was at the shower. Internet not working in room only in lobby so weird Air conditioner window unit does not allowe you to regulate temperature since no bottons on machine The closet has an extra wall on foot level that you can hit it with your naked foot and will cause lot on pain happens 4x to me Bed was average and clean. Pillows were ok. Shower temperature is cold at night than morning i think. They try to save money so the lower water temperature at night. Drinking water available in lobby u can use to refill your own bottles Cleaness is pretty good Safe and secury inside and outside on main av. You might to ask for a blanket since beds are only covered ny sheets. Affordable you get what u paid average 7.2 hotel on 1 to 10 sacale. You can survive here if y usibg just fir sleeping Ado bus terminal is 3 blocks away good thing Vce
Stayed 4 nights in Jan 2019
Response from Alberto on Feb 10, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

8/10 Good

Frank, Salt Lake City

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good would stay again. Close to the airport and not bad price.
Stayed 3 nights in Jan 2019
Response from Alberto on Jan 30, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

6/10 Okay

Verified traveler

Traveled with family
Liked: Cleanliness
Disliked: Staff & service
Room didnt look like the photos...no toilet paper need to requested...and just 1 electrical outlet available...
Stayed 2 nights in Jan 2019
Response from Alberto on Jan 24, 2019
¡Gracias por alojarse con nosotros! Nos preocupamos mucho por hacer que la estancia de nuestros huéspedes sea lo más agradable posible, por lo que agradecemos sus comentarios.

6/10 Okay

Verified traveler

Liked: Cleanliness, staff & service
Stayed 1 night in Dec 2018
Response from Alberto on Dec 14, 2018
¡Gracias por alojarse con nosotros! Su opinión es muy importante para nosotros.

6/10 Okay

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service
The management & staff at this hotel was super cordial & friendly & the place was clean at all times, but the premises were old & didn’t had enough appliances/furniture in the room & the plumbing was constantly leaking the bad smells from the septic tank.
Stayed 7 nights in Nov 2018
Response from Reception on Nov 18, 2018
Dear User, we appreciate your comment, we hope to improve in that aspect in the future.

6/10 Okay

John, Sydney

Liked: Staff & service
Hotel met my basic needs, with a comfortable bed. somewhat weak wifi, and the hot water was a little tepid during morning.
Stayed 2 nights in Oct 2018
Response from Reception on Nov 11, 2018
Dear John, we appreciate your comment.

2/10 Terrible

Nicky, Cancun, Mexico

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Worst staff they called me names in Spanish (idiot American) thinking I couldn’t understand, I asked for facial towels 3 days straight couldn’t get any sent to my room, so I had to bath with my hands daily, small rooms, dirty showers, dirty pool, WILL NEVER RECOMMEND TO ANYBODY
Stayed 4 nights in Oct 2018
Response from Administration on Oct 26, 2018
Dear Nicky, we are sorry we have not been able to meet your expectations, we appreciate your comment is very important for us because it helps us to know what our staff fails, we also apologize for what happened on behalf of our staff and manager.

6/10 Okay

Verified traveler

Liked: Staff & service
The hotel has smell of humidity the other was okay for one night
Stayed 1 night in Oct 2018
Response from Recepción. on Oct 25, 2018
Estimado usuario, agradecemos su comentario, esperamos mejorar en eso aspecto, gracias

2/10 Terrible

Chuck, California

Disliked: Cleanliness, staff & service, property conditions & facilities
It was the worse decision! Bought it with the expedia bundle, we arrived at 12nn, i understand their website says check in is at 3:00pm. But i booked a bundle, so i thought there will be some sort of arrangement since expedia knew the time of the flight. Anyways, i don’t mind waiting, what i can’t stand is that the whole lobby, waiting lounge is so hot like it felt like waiting inside a sauna room! Terrible! So we went out and ate, back at 3pm, and still waited 15mins! And then the room smells like somebody’s vomit! Gross!! And the window doesnt have a lock, does not feel safe at all! Plus the surrounding area is very ghetto! After an hour, we can’t stand it, i talk to the guy at the reception, and ask if we could refund the other 2 nights (booked 3days) and we were told NO! The way they talked to us is very rude and worse customer service ever! We left right away and transfered to another hotel! Not recommended! Find something else guys!
Stayed 3 nights in Sep 2018

2/10 Terrible

Verified traveler

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Awful Place!! Someone entered to my room on the last day around midnight while I was out (I was leaving at 3 am) and stole many gifts and souvenirs I had bought earlier that week...stay away, no security at all in this place.
Stayed 5 nights in Aug 2018
Response from Corporate. on Aug 22, 2018
We appreciate your comment, it is very important for us as it helps us to know what the hotel or staff is failing.

8/10 Good

Rodolfo, Belize

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
We liked the location, nicely located off the main street of CanCun and lots of shopping.
Stayed 1 night in Jul 2018
Response from Reception on Aug 10, 2018
Dear Rodolfo We appreciate your comment and we hope to have you with us again.

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice, small and low key. Got the essentials covered at a good price
Stayed 1 night in Jun 2018

2/10 Terrible

Verified traveler

Disliked: Cleanliness, property conditions & facilities, room comfort
Just pay for resort near the main hotel zone by the time you pay for taxis and buses it ends up being the same just an inconvenience
Stayed 8 nights in Jun 2018

2/10 Terrible

prince, New York, NY

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Watched the hotel receptionist cursed a guest horribly running outside yelling at her for some sheet then she did almost the same to me after wine spill on the sheet in my room. I had to pay for the cleaning of the sheet which was $150 pesos. The breakfast is coffee n 1 or 2 slices of bread with butter depending on if you tip the 1st day u get 2 slices but if not it’s attitude and ask if you only want 1 slice. That place so uncomfortable. The parking which is for only 6 cars always full. Inside the pool wants to paint. The door keep making noise. Very noisy and uncomfortable hotel
Stayed 7 nights in May 2018

6/10 Okay

james, Newport tn

Liked: Staff & service
Hotel was close to the bus station and palapas parquet. This made it easy to get around and the food and entertainment in the parquet was good.
Stayed 8 nights in May 2018