Cigno
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Reviews from 
Couple
Comment: 30 Nov 2025
Stayed in: Nov 2025
100 Recommend
Gorgeous, thoughtful and intentional touches and amenities. A lil further from the center of the city but it provides a welcome quietness. The staff are wildly attentive and kind. Absolutely loved the stay.
Hotel response
Comment: 18 Dec 2025
Thank you very much for your comment. We strive to make our guests' experience with us the best possible, from the comfort of the rooms to the pool and restaurant areas.
We hope to welcome you back to Hotel Cigno on your next visit to the city. We will continue working to ensure you have a pleasant stay with us.
We hope to welcome you back to Hotel Cigno on your next visit to the city. We will continue working to ensure you have a pleasant stay with us.
Couple
Comment: 6 Dec 2025
Stayed in: Dec 2025
When service ruins what aesthetics promises
The hotel is unquestionably beautiful: refined materials, impeccable design, attention to detail. I can understand why it was selected by the Michelin Guide, despite being a gem, set in an unpleasant area of Mérida, far from the centre and devoid of any form of life — no bars, no restaurants, no shops.
But the real problem (absurdly) is not the location.
It is the human side, completely absent. And this is where a 5 star hotel of only 10 rooms, should shine and instead goes out!!
It would take a sincere interest, a minimum of listening, a gesture of common sense to turn a discomfort into a positive experience. Instead, every request for support was met with rigidity, indifference and an approach more like bureaucrats than real hoteliers.
(“I can’t help it” the answer repeated several times).
In the world of hospitality, service is everything: hospitality, understanding, the ability to find solutions. Here, however, we found insincere answers (those working in the industry know very well when a receptionist/concierge is making excuses), no flexibility (from the manager contacted by phone) and a surprising lack of empathy — especially considering the category to which the property belongs.
A huge shame: so much architectural beauty canceled out by poor customer care management. And this, in a 5-star hotel, weighs more than any aesthetic defect.
Ps.
Such beautiful rooms deserve to be kept up to their design. Pay more attention to:
1. toilet flush was not working properly. It can get pretty awkward.
2. Pillowcases and sheets with holes
3. Faulty coffee machine (made one then jammed)
4. Dust. For those with allergies it can be a problem.
5. Waking up early in the morning to the noises of the breakfast setup is not really pleasant.
But the real problem (absurdly) is not the location.
It is the human side, completely absent. And this is where a 5 star hotel of only 10 rooms, should shine and instead goes out!!
It would take a sincere interest, a minimum of listening, a gesture of common sense to turn a discomfort into a positive experience. Instead, every request for support was met with rigidity, indifference and an approach more like bureaucrats than real hoteliers.
(“I can’t help it” the answer repeated several times).
In the world of hospitality, service is everything: hospitality, understanding, the ability to find solutions. Here, however, we found insincere answers (those working in the industry know very well when a receptionist/concierge is making excuses), no flexibility (from the manager contacted by phone) and a surprising lack of empathy — especially considering the category to which the property belongs.
A huge shame: so much architectural beauty canceled out by poor customer care management. And this, in a 5-star hotel, weighs more than any aesthetic defect.
Ps.
Such beautiful rooms deserve to be kept up to their design. Pay more attention to:
1. toilet flush was not working properly. It can get pretty awkward.
2. Pillowcases and sheets with holes
3. Faulty coffee machine (made one then jammed)
4. Dust. For those with allergies it can be a problem.
5. Waking up early in the morning to the noises of the breakfast setup is not really pleasant.
Couple
Comment: 26 Mar 2026
Stayed in: Mar 2026
Highly recommended when visiting Merida Mx
Beautifully redesigned house.
Perfect use of space.
Super friendly staff.
It’s in a quiet part of town and yet not far from the central market square. Given how deeply nested it is in the city center, it was amazing to also enjoy the hotel’s parking facilities.
Only praise — highly recommended.
Perfect use of space.
Super friendly staff.
It’s in a quiet part of town and yet not far from the central market square. Given how deeply nested it is in the city center, it was amazing to also enjoy the hotel’s parking facilities.
Only praise — highly recommended.
Couple
Comment: 10 Jan 2026
Stayed in: Dec 2025
Beautiful historic house
Beautiful historic hotel. Nice standard room, nog very big but with direct access to the rooftop pool. The 'cenote experience' was well imitated. Breakfast very good, service with ups and downs. We had our New Year's eve dinner in the hotel: good food, nice evening.
Solo traveller
Comment: 17 Dec 2025
Stayed in: Dec 2025
"A Dream" and "Beautiful Reality"
I am very grateful to the team of workers as well as all the staff for their great human warmth and excellent service that we receive from them at all times.
I am delighted to have lived the experience of having a stay as I dreamed.
Its rooms are of great comfort, cleanliness and harmony, I could see the effort they put into placing every detail with care and vision.
Apart from being beautiful every corner enjoys a neatness and care which makes you feel in a clean, safe and harmonious space.
I am delighted to have found a magical hotel, full of care and good treatment.
I don’t omit to mention the kindness of your entire collaborating and attentive team.
Thank you Hotel Cigno!!
I am delighted to have lived the experience of having a stay as I dreamed.
Its rooms are of great comfort, cleanliness and harmony, I could see the effort they put into placing every detail with care and vision.
Apart from being beautiful every corner enjoys a neatness and care which makes you feel in a clean, safe and harmonious space.
I am delighted to have found a magical hotel, full of care and good treatment.
I don’t omit to mention the kindness of your entire collaborating and attentive team.
Thank you Hotel Cigno!!
Hotel response
Comment: 18 Dec 2025
Muchas gracias por su comentario, le agradecemos mucho que destacara el trabajo de nuestro personal y nos da mucho gusto saber que cumplimos con sus expectativas, seguiremos trabajando para poder brindar una experiencia cómoda y agradable durante su estancia con nosotros, desde la comodidad de las habitaciones hasta las zonas de la piscina y el restaurante.
Esperamos volver a recibirle en Hotel Cigno.
Esperamos volver a recibirle en Hotel Cigno.
Very good location
Calle 66 No. 593, Merida, 97000, Mexico|1.34 km from city centre
Good to know
Please contact the hotel for details about adding extra beds.
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