Hacienda Nocac Hotel Spa

I have emailed Hacienda Santuario Noc Ac multiple times to try to get information about hotel and available services. The emails get bounced back. It would be basic courtesy and make commercial sense to provide a valid email address on your website. I have rung multiple times at various times and have been hung up on without a word being spoken and then a message is activated when you call back. This has been ongoing for more than 2 weeks The incompetence of this business beggars belief A website with an invalid email address and a phone number where the staff do not want to answer the phone and hang up on you Having a valid contact email address on your website and phone number that someone actually picks up the phone instead of hanging up are just basic business. Hacienda Santuario Noc Ac shows a total apathetic customer service experience and exposes the true incompetence and unprofessionalism What happens if you need assistance? Bad luck - reception is having a siesta Imagine the true guest experience You the customer pay money to be treated like garbage The Hacienda Santuario Noc Ac experience - no care, no courtesy, treat customers like garbage, inability to communicate and a staff where the staff needs take priority over guests Save your money and frustration and stay in one of the many excellent Haciendas in the Yucatan who will value you and give you a positive experience to remember The Hacienda Santuario Noc Ac experience should be avoided . I will not risk my family holiday and will book elsewhere

Just been to this hacienda for 3 nights to celebrate my husbands birthday. I had arranged with the hacienda about a special meal for us and friends and was promised, for 1500pesos, “Special decoration (natural flowers and candles) with exquisite Cake.” I said this was a secret and all seemed. Fine a received an email with details and menu……that was also sent to my husband. So no surprise for him. Arrived at the hacienda, which was difficult to find as it’s not signposted, but got in and found ourselves in the most wonderful place, full of fabulous trees, vegetation and beautiful old buildings. It was just fabulous. We were only the third people to stay there after the hacienda reopened and it felt Locke it had forgotten how to be a hotel. We had a huge, beautiful room with an ENORMOUS, wonderful bed with lovely bedding, and big bathroom off the bedroom and a sitting out area t the back. It was fabulous. The room had a TV, that we didn’t use nd a fridge and little coffee making machines, too. We got out family to come and stay too and they had the room next door that had an upstairs for the kids and a huge jacuzzi bath thing. BUT, the body lotion in our room was old, that it was solid, and even when I stood it upside down for two days, the lotion didn’t move. So the hacienda itself and the grounds are just amazing and very, very beautiful, but the service is shocking. For the birthday meal I had been promised a decorated table…….nothing. The meal was from a special menu where had to choose 48 hrs in advance; it came stone cold and was just a very boring bit of chopped up pork chop done in a tomatoey sauce. Nothing special about it. The cake WAS lovely and had a Roman candle in it too, but nothing made up for the lack of surprise and stone cold food. Rodrigo, the lovely manager, was trying to do everything. Everything was a bit of a fiasco until the last night when he really tried hard and all was lovely, but it seems that the owner is not a hotelier, and it shows. Oh, and there is a zoo where they are trying to breed various creatures, but these poor animals are in horrid cages with very little room to move. They look bored to tears, pacing round, biting bars and generally looking very sad. Why is a hacienda trying to be a zoo? Who knows. This place need an injection of cash to help Rodrigo to get the staff he needs, and the zoo needs to go. It’s awful.

Despite the fact that we were able to make a reservation and pay in advance on Hotels.com, we arrived at this hotel at 9:30pm on December 28 after having to leave an AirBnB that had no water, to find that it was completely closed. Lights off, nobody answered the door or the phone. They must update their answering machine, website and inform the booking sites because this caused us a great deal of stress and ruined the beginning of our vacation.