Hyatt Regency Merida Hotel

The Hyatt Regency Mérida, in the state of Yucatán, Mexico, is generally a good hotel, but it's quite old. During our stay, we really enjoyed the Christmas decorations, especially the Christmas tree, which was very beautiful. However, the hotel needs renovation: there's a lot of old furniture, outdated windows, and the beds aren't very comfortable. We missed having a small table lamp in our room for softer lighting at night. There's also a lack of rooms with bathtubs. We were traveling with small children and wanted to bathe them, but we had to wash them in the shower, which wasn't very convenient. The hotel's location is very good; everything is close by. We liked the food and the nearby park. The heated pool was excellent, very pleasant, and with warm water. Also, the cocktails at the bar were delicious, especially the piña colada. In short, the hotel has a good location and pleasant services, but it needs modernization.

Poor service from the staff at the entrance -

WARNING: TERRIBLE SERVICE FROM RESTAURANT MANAGER LUIS GONZALEZ, WHO VERBALLY ABUSED MY 70-YEAR-OLD MOTHER ON HER BIRTHDAY INSIDE THE RESTAURANT! In front of everyone present, simply because my mother asked if they would be serving salmon again at the buffet. The manager rudely replied that he DIDN'T KNOW (IT WAS 10 AM). My mother, being a 70-year-old woman, took his arm and said thank you, and he again, in an extremely rude and arrogant manner, yelled at her, "DON'T TOUCH ME!" It was at that moment that I realized, from his arrogant tone of voice, that something was wrong. I approached my mother and asked what was happening, and she remained silent. He very rudely told me that out of respect for him, the lady shouldn't touch his arm! That man is a potential misogynist! How can they put a 38-40 year old man in charge of a tourist spot with such obvious dislike for customer service??? The place was run down, the food was scarce and overpriced, and it was 9:30 am and the food stations were empty!! Our waiter, named Angel, was excellent and tried to help as much as he could!! After the incident, I asked to speak with a supervisor, and the manager, Luis Geniales, told me there was NO ONE there, that HE was the highest authority in the hotel that day. I insisted on speaking with a supervisor, to which he responded by calling security in front of the entire restaurant (another lack of respect, since neither I nor my family, of whom there were 10 other people, committed any crime). But I kept insisting until he took me to the hotel's receptionist, Miss Seria, to whom I explained everything. She formally agreed to follow up on my complaint and took my information, and I will wait for her call, as I trust that this guy will be sanctioned. Terrible experience at this hotel and terrible restaurant.