Hotel Plaza by Kavia

The hotel offers a memorable stay with its modern, spacious rooms and a prime location on Paseo Montejo, making it a standout choice in Mérida. This combination is particularly appealing to sightseers and tourists eager to explore the city's attractions, as well as families seeking comfortable and ample space. The hotel's central position also benefits business travelers needing convenient access to the city's core. Guests frequently commend the hotel's overall cleanliness and the comfort of its accommodations. While the staff generally receives praise for their friendly and helpful demeanor, some guests have noted inconsistencies in service. A recurring theme in reviews points to challenges with water supply, including issues with cold water or low pressure. To enhance your experience, it is advisable to request a room on a higher floor to minimize potential noise disturbances and to be prepared for occasional water-related inconveniences.

Facilities & Amenities
The hotel provides a range of facilities and amenities designed for guest convenience, though some aspects receive mixed feedback. A small pool is available, primarily for cooling off rather than swimming, and some guests noted its water quality could be improved, with a lack of accompanying showers. Wi-Fi connectivity is generally reliable, though a few guests reported intermittent failures, impacting their ability to work. The hotel features a terrace, particularly on the fourth floor, which offers a pleasant space for relaxation. Inside the rooms, guests appreciate the inclusion of a mini-fridge, a safe, and a smart TV with various streaming options. An elevator is present for easy access to upper floors, though it has been reported to be out of service occasionally. Some guests found the provision of only one key card per room inconvenient.

Cleanliness & Room Comfort
Guest feedback on cleanliness and room comfort is largely positive, highlighting the modern design and spacious nature of the accommodations. Many guests found the beds comfortable and the linens high quality, contributing to a restful stay. However, some reviews mention issues such as dirty floors, presence of hair, and occasional stains on pillows or blankets, suggesting inconsistencies in housekeeping. The air conditioning is generally effective, though some guests reported it being noisy or emitting unpleasant odors. Noise levels are a significant concern for many, stemming from street traffic, hallway activity, reception phones, and a persistent humming sound from building systems. Bathrooms, while often spacious, frequently draw complaints regarding low water pressure, cold water, leaking showers, slippery floors, clogged drains, and a lack of hand towels or bath mats. Some even reported cockroaches or a sewage smell.

Dining & Food Quality
The hotel's dining and food quality primarily revolve around its convenient on-site and adjacent options, enhancing the overall guest experience. While breakfast is not always included in the room rate, it is frequently offered at the neighboring cafe, Marago Coffee, which is consistently praised for its quality. Guests generally describe the breakfast as good, providing a varied selection of tasty dishes, and the coffee is often highlighted as excellent. However, some guests experienced initial confusion about the breakfast acquisition process or found the available options somewhat limited, with specific mentions of restrictions on coffee refills. Beyond breakfast, an Italian restaurant situated directly next to the hotel is a recurring positive point in reviews, lauded as a delicious and highly convenient choice for both lunch and dinner. These readily accessible dining establishments contribute significantly to the hotel's appeal, offering well-regarded food choices for guests throughout their stay.

Location & Accessibility
The hotel's location and accessibility are consistently lauded as one of its strongest attributes. Situated directly on Paseo Montejo, guests find themselves in an excellent and central position, allowing for easy and safe walking access to numerous attractions. The area is vibrant, boasting a wide array of restaurants, bars, museums, and shopping opportunities. Key landmarks like Santa Ana Park and the city center are conveniently within a 10 to 20-minute walk, making it ideal for exploration. However, parking presents a notable challenge. It is not available on-site and is located one to two blocks away, requiring guests to often seek staff assistance for entry and exit. This off-site arrangement, coupled with limited availability, can lead to inconvenience, with some guests resorting to street parking.

Staff & Service
Feedback on staff and service is mixed, reflecting varied guest experiences. Many guests commend the staff for being friendly, helpful, attentive, and courteous, particularly highlighting the efficiency and honesty of the housekeeping team. Staff members are often praised for assisting with luggage, providing local recommendations, and helping with tour planning. However, the reception desk receives some criticism, with reports of unwelcoming, uninterested, rude, or apathetic attitudes, especially when addressing guest concerns about water issues or requests for late check-out, which are often denied or incur additional fees. While some guests experienced quick check-in, others noted instances where reception staff were unavailable or slow to respond. The valet parking service, though appreciated, is tied to the inconvenience of the off-site parking facility. Overall, while many interactions are positive, inconsistencies in service at the front desk are a recurring theme.

Additional Information
Several important details, not fitting into other categories, provide additional insight into the guest experience. The hotel's policy regarding water and coffee is notable: while initial complimentary supplies are provided, daily refills are not, requiring guests to purchase additional beverages. Similarly, the towel policy can be restrictive, with limited provision of items like hand towels or bath mats, and occasional refusal to supply more or allow towels for use outside the room. A persistent humming noise from the building's ventilation system or external fans is a recurring complaint, particularly for certain rooms. The absence of a comfortable lobby seating area means guests often have to wait standing or on the floor. Occasional power outages have been reported, leading to temporary disruptions in water and air conditioning, as the hotel does not appear to have a generator. Furthermore, some guests noted difficulties in obtaining invoices for their stays, and the lack of "Do Not Disturb" signs can lead to unexpected room entries by housekeeping.