Hotel del Gobernador

Not even close to a 4-star experience – families beware We stayed at Hotel Del Gobernador during our Yucatán tour and unfortunately, this was by far the worst hotel of our entire trip. Despite having a confirmed room and a breakfast voucher, we were denied access to the indoor breakfast area – with a small child – and were told everything was “reserved.” When we pointed out that there were at least 40 empty tables, we were simply told to sit outside in the heat, which was absolutely unacceptable for a family with a toddler. We refused and documented the situation. Their response on Google claims they “attended to the incident” and that everything was “reserved.” That’s exactly the problem: a hotel that calls itself 4-star should know how to plan ahead, especially for paying guests. And sending families into the heat while dozens of tables remain empty is not a sign of good service, but a lack of common sense and hospitality. They also mention they offered us a “buffet breakfast” when we were entitled to an “American breakfast.” This again completely misses the point. The problem was never the food – it was the lack of basic respect and flexibility shown to us as guests. Their reply only shows how little they understand about actual service standards. Also worth noting: they claim to be “one of the best 4-star hotels,” yet they are currently ranked 59th out of 160 hotels in Mérida on TripAdvisor. That’s not “one of the best” by any standard. Rooms were average, service was dismissive, and the overall atmosphere was far from welcoming. We strongly advise families and travelers with small children to consider other hotels nearby – there are plenty of better options with real hospitality. Never again.

We liked being able to store our luggage prior to check in. Friendly staff. Clean rooms and hotel.