customer service, including check in agent exceeded my expectations (informative and friendly)

in this hotel once you come out of the elevator you could smell the old carpet -musty odor given you the sense of an old property with bacteria and mold. Even with the air purifier that they put in the hallway when they are cleaning the room, it is a bothersome offensive odor. once you enter the room that don't have carpet the room smell fresh and clean - easy fix - take away the carpet on the hallway - the property will have an increase on return client- ( NH is one of my preferred properties in Merida) I will come back to this hotel, because I know the odor problem is only in the hallway. however, I was there with a friend, it was the first time she uses NH in Mexico, and her experience was not good she is very sensitive to musty odors - she will not be a repeat client ...

Location was superb being in the Paseo 60 complex! Having all those fabulous restaurants around & the food court to choose from was wonderful! Particularly as I wasn't well for a couple of the nights we stayed there. Most staff were friendly and the room and bed were both big and comfy. The rooftop pool is great too!

The crazy water in the shower that burns you one second, then freezes you the next. Not so much an NH Collection problem, bur rather an issue in Mexico it would seem. The food in the hotel was a real let down. Room service was abysmal (see the pic below) but luckily you have Crabster, Merci and a large range of great choices downstairs

Hotel is in a great location. Staff are friendly and hotel is clean. Food court downstairs is good and rooms are very spacious

Hotel allows dogs which is great. However, the charges are more than putting your dogs into a doggy hotel. Expensive to take dogs and can be compared to the room rate again if you have two dogs. We decided not to take them in the end but would be good for hotels to recognise that travelling with pets is on the increase. It shouldnt mean that the room rate almost doubles

The hotel is nice, clean and very comfortable room, love the pillows and the staff very friendly

The breakfasts was disappointing, before use to be a person preparing ( small section at the restaurant) your omelette, quesadillas etc.. in front of you, now everything was cold and most thing were not fresh. We still back but I wont buy the breakfast

Location, friendly staff, room sizes and layout, loved the restaurants (not part of the hotel) at the ground level, very convenient and great food as well.

The pool area was very dirty and no towels were available when we went up. We had to change rooms because the AC failed half way through our stay. The door in the bathroom is kind of uncomfortable (tight).

Location, friendly staff, comfortable rooms. Honest staff, I lost a diamond earring in my room, and the maid kindly put it on my counter for me to see. I thought I had lost it on the street!.

Price of food and rooms, it seems a little expensive

Clean and nice location.

I asked the receptionist to please wake me up to catch my bus at 6 am. Of course I set up my alarm as well but I was expecting them to call me, they never did. Once I was downstair checking out and told them they didn't even care about it or apologize. Room is extremely cold even wit the ac off

Great location. Tour bus stop in front of hotel. Tons of places to eat. Quite pricey though. Breakfast is yummy!

The pool was not well attended. If you wanted to order food bring a snack while you wait. The pool is quite small and the gym is very basic equipment

Love the location walking distance to local restaurants and shops, museums.

The pool. It's very small luckily when we used it there was oly two other couples that was perfect, otherwise it would be crowded. No service at the pool area, we requested some appetizers and something to eat it took long ffor them to come.

Location is good. The restaurant is fairly simple and tastes good. Breakfast provides varieties options.

Cleaning people is too busy so sometimes missed put a towel or water, even garbage can.