Diez Diez Collection

We recently stayed at Diez Diez Hotel, and while the decor and aesthetic were undeniably beautiful, our overall experience was marred by poor communication and inconsistent service. Upon check-in, we inquired about extending our stay for an additional night. Initially, we were told that our current room was unavailable and that we would need to upgrade to a studio room for $70 more. We decided to think about it. Later that evening, the same staff member approached us again, claiming that our current room was actually available at the same price but urging us to confirm immediately because it might get booked. This felt misleading, especially since we saw the room listed online for extension at the standard price. In our first room, the water was cold, and the coffee machine was broken. We were told to wait for the water to warm up, but it never did. When we reported this, the hotel moved us to another room, but the same issues with the cold water persisted. The hot/cold water dial was missing its indicator, so it wasn’t clear how to adjust the temperature. We only realized—after two frustrating days—that turning the dial to the left and waiting would produce hot water. The manager did apologize for the inconvenience, which was appreciated, but the gesture felt performative rather than actionable. Despite the apology and an upgrade, there were still basic communication lapses that impacted our stay. When we tried to extend our stay again, the same staff member quoted an exchange rate of 16 pesos to 1 Canadian dollar, which was significantly inflated. When we questioned this, he rudely told us to go to the bank if we didn’t like their rate. Ultimately, we booked the extension online, but even that process was complicated due to extra verification requirements. On our final day, we asked for coffee pods for the Nespresso machine, as these had been provided daily throughout our stay. Instead, room service brought coffee from the restaurant. When we clarified that we wanted the pods to use with the machine in our room, we were informed that, because it was our last day, the pods were no longer complimentary and would cost 170 pesos. This policy felt petty and inconsistent with the service we had received earlier. In the end, we paid 2,500 pesos at checkout, but the experience left us disappointed. The behavior of one staff member, in particular, stood out as rude and dismissive, especially toward women and LGBTQ guests, which was unacceptable. While the hotel’s design is lovely, its service standards and staff training need significant improvement to align with the boutique luxury experience they claim to offer.

Best service, the details and aesthetically pleasing, Best staff, feels like a bead & breakfast but with privacy, because it's small, great location, love the bikes, we were able to ride around the city, very safe area. Highly recommend!!

⭐️⭐️⭐️⭐️⭐️ This place is absolutely charming! The ambiance is cozy and inviting, and the food was nothing short of amazing. Rudy, my waiter, went above and beyond to make my solo lunch experience delightful. I ordered the *flauta de lechón*—it was so flavorful! They even surprised me with a complimentary appetizer while I waited, which was also fantastic. I’ll definitely be stopping by again before heading back to Texas! Highly recommend!

We stayed at Diez Diez to celebrate my partner’s 30 birthday. From the moment we booked the hotel staff were super responsive and helpful. I wanted to set up a few things in the room before we arrived and the staff was happy to help. We were greeted with a welcome mocktail and the staff kindly upgraded our room which was unexpected, but very nice! The room was large, well decorated, and comfortable. The hotel and rooftop has a cozy but very hip and artistic vibe. It’s also located in a great part of Merida. The staff was kind and attentive the entire time of our stay. We also ate dinner at the onsite restaurant Fronto. The food was delicious and service was great. Would highly recommend to anyone staying in Merida!

My husband and I went to Merida and were so happy with our boutique hotel choice. The rooms at Diez Diez are well designed and comfortable. The rooftop bar is beautiful at sunset! The location was exceptional—right off the Paseo de Montejo. The best part of the experience was the staff. Eduardo greeted us every day by name and made great selections for both our food and beverages. He is a delight, both personal and professional. He made our trip better! Viridiana was also cheerful and helpful at reception each day. All the staff was amazing. We will go back!