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Reviews of Hotel Santa Maria Cancun

3.5 out of 5
Hotel Santa Maria Cancun
Cancun, QROO

Reviews

7.0

Good

Rating 10 - Excellent. 85 out of 402 reviews" "
Rating 8 - Good. 136 out of 402 reviews" "
Rating 6 - Okay. 89 out of 402 reviews" "
Rating 4 - Poor. 52 out of 402 reviews" "
Rating 2 - Terrible. 40 out of 402 reviews" "

7.4/10

Cleanliness

7.6/10

Staff & service

6.8/10

Amenities

6.8/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

4/10 Poor

Kirpal

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024

10/10 Excellent

Paramjit Singh

Stayed 1 night in Dec 2023

10/10 Excellent

Konstantin

Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
Very clean hotel, short distance to a food market, good Wi-Fi. A nice cheap restaurant right across the street after 6pm.
Stayed 7 nights in Oct 2023
Response from Gerencia on 9 Dec 2023
Thanks for your comments

8/10 Good

irfan

Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
Good price and theres close market to shop 👍
Stayed 1 night in Oct 2023
Response from Gerencia on 9 Dec 2023
Thanks

4/10 Poor

mike

Liked: Cleanliness
Disliked: Amenities, property conditions & facilities
I reserv for one person a ine room with queen bed , having refrigerator with microwave as it was shoing on the picture...instead they give me a larger room with two twin bed with no refrigerator and no microwave...my explanation and request was neglected..my request to see or talk to manager hed no respond...they asked me if i want have what i reserved, i should pay 150 pesos extra...that is radicollous!!!
Stayed 5 nights in Oct 2023

2/10 Terrible

DEEPAK, MILTON

Liked: Cleanliness, amenities, property conditions & facilities
Inconvenient for tourist! far from Tourist area. Rude staff completely ignore english speaking people. English speaking tourist treated like trash. After spending thousands of dollars and in vacation mood, they will ruin both, your money and your mood. The hotel is far from Bus terminal which is the tourist area in downtown. Hotel was mostly empty in my 7 day stay.
Response from hsm on 9 Dec 2023
We appreciate your comments and your concern about our occupancy, the location of the hotel appears on the page where you purchased your reservation, for a better location of the destination where you are choosing to stay.We wish you the best on your return to your country.

4/10 Poor

Erika Villa

Travelled with family
Disliked: Amenities, property conditions & facilities
Area was bad. No elevator. No phone in the rooms. Staff rude and wouldn’t even acknowledge us.
Stayed 6 nights in Aug 2023
Response from HOTEL SANTA MARIA on 5 Sept 2023
GRACIAS POR SUS COMENTARIOS, LO TOMAREMOS EN CUENTA PARA SU FUTURA VISITA

2/10 Terrible

Sakibu

Stayed 7 nights in Aug 2022
Response from HOTEL SANTA MARIA on 10 Aug 2022
GRACIAS. TU COMENTARIO AYUDARA A NUESTRA MEJORA .

10/10 Excellent

Juan Carlos

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Buen hotel, tiene estacionamiento, microondas, y refrigerador, una muy buena ubicación, dice todo para tomar el transporte público, y tiendas de conveniencia, lugares para comer, y farmacias, e incluso lavanderías tan cerca que se puede ir caminando, además cuenta con un pequeño balcón para disfrutar la vista, y el área no es ruidosa en la noche, se puede descansar muy bien. El internet a veces iba un poco lento, no permiten consumir bebidas alcohólicas, y a veces la luz se baja por un segundo. No se
Stayed 4 nights in Jul 2022
Response from HSM on 16 Jul 2022
Buenos días, agradecemos sus comentarios ya que nos ayuda a mejorar, excelente día

4/10 Poor

Nazario Figueroa

Travelled with family
When I requested the room I reserved upon arrival I was told they didn’t have my room available and I arrived during my check in window. It was upsetting because I got two separate rooms for me and my daughter the 1st night and she was afraid so she ended up sleeping in my room. I went back to customer service the next day to request my reservation again for two beds in one room. Everything was inconvenient. Definitely do not recommend.
Stayed 2 nights in Jul 2022
Response from HOTEL SANTA MARIA on 17 Jul 2022
muchas gracias por su vicita

6/10 Okay

Michael

Liked: Cleanliness, staff & service, room comfort
Adequate Hotel in a Bad Location.
The hotel is situated on a busy main road with few bars and restaurants nearby although there are convenience stores and a McDonalds about 10 minutes walk away. I booked a Superior Room, but there was no wardrobe/closet to hang my clothes, or a safe. The shower provided hot water when required. The A/C worked well and the bed was comfortable. The wi-fi in the room worked well. My room door lock was key operated and the lock did not look or feel robust. The receptionists were very pleasant and helpful, making phone calls for me and hailing taxis. Smoking is allowed on the balcony to the front of the hotel, but no ashtrays are provided and rubbish e.g. pizza boxes, plastic cups is allowed to collect there. There is no hotel bar or restaurant. The nearest place to eat is a taco restaurant directly opposite. Take the R-1 bus to the Hotel Zone. The bus stop is about a 10-15 minute walk away. The area surrounding the hotel is not safe after midnight and it's best to be in your room by then. For the price, it was more adequate, but due to few shops and restaurants nearby, I checked out after night 3 of my 7 night reservation.
Stayed 7 nights in May 2022
Response from hsm on 13 Jul 2022
Gracias por sus comentarios.

8/10 Good

Devyn

Liked: Cleanliness, staff & service, property conditions & facilities
This is an incredible place to stay for a great rate. They don't speak English very well at all, so be prepared with Google Translate or be able to speak Spanish. The room was fine - clean, comfortable, safe. I couldn't turn off the TV because I couldn't get the button to work. The area isn't bad - it's just a bit of a hike from most things. There are great little places around to eat, including the little food place at the end of the block. The laundromat next door has free coffee and it's convenient if you want to clean your stuff. The downsides: the people who stayed there - there was some sort of couple that were in a rocky point in their relationship and apparently one locked the other in the room. There was subsequent screaming for a good 20 minutes at 1am before it was addressed. The next day, they got into a physical fight and I'm unsure if the person who stayed was asked to leave or not, but it was unsettling at very least. There are no coffee pots in the rooms. I realize that this is probably an expense they can't necessarily spare, but there are also no places for coffee or breakfast nearby, so BRING YOUR STUFF TO MAKE COFFEE IF YOU NEED IT LIKE I DO including an electric kettle and some sort of french press or cone drip thing to go on top of a coffee cup or something.
Stayed 3 nights in Apr 2022
Response from HSM on 16 Apr 2022
Agradecemos su comentario y lo tomaremos en cuenta para mejorar.

4/10 Poor

Mateusz, Durham

Travelled with family
Liked: Cleanliness
Disliked: Staff & service
The hotel offered a clean room that was appropriate for the paid price. The location was quite convenient, relatively close to the major bus station and beaches. However, the hotel staff thought (by mistake) that we want to do early check out and they removed our belongings from our room before the last night of our stay. On the next day (the check-out day) they returned our things but not all of them - some were missing and they were not able to locate them. Even if we did request early check out (which we - again - did not), nobody should remove our stuff from our room BEFORE the last night which we paid for. This is unacceptable, so I thought I will warn you so you double check with the hotel staff before they remove your things regardless of your check out time. You pay for 4 nights - you should have your belongings available to you for 4 nights. To me it’s clear, but apparently it’s not so obvious to some hotel staff.
Stayed 4 nights in Feb 2022
Response from HOTEL SANTA MARIA on 15 Feb 2022
LAMENTAMOS LO SUCEDIDO Y AGRADECEMOS SU COMENTARIO, EL CUAL NOS SIRVE PARA MEJORAR LOS SERVICIOS DEL HOTEL

6/10 Okay

monique

Travelled with family and small children, Business traveller
Liked: Cleanliness, staff & service
We did not have hot water for a few days. the wifi was consistent and reliable. The staff was friendly and the property was clean.We used the app yelp to find great restaurants.
Stayed 6 nights in Jan 2022
Response from HOTEL SANTA MARIA on 10 Feb 2022
WE APPRECIATE YOUR COMMENT AND LOOK FORWARD TO YOUR NEXT VISIT!

10/10 Excellent

Carlos, Austin

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
For the price, is clean, decent property. Bathroom was nice, AC good etc
Stayed 1 night in Nov 2021
Response from hotel santa maria on 27 Dec 2021
AGRADECEMOS SUS COMENTARIOS! Y ESPERAMOS SU PROXIMA VISITA!

8/10 Good

Kelly, Peoria

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice place , a little bit distant from the bus terminal, but still works.
Stayed 3 nights in Oct 2021
Response from HOTEL SANTA MARIA on 27 Oct 2021
AGRADECEMOS SUS COMENTARIOS! Y ESPERAMOS SU PROXIMA VISITA!

10/10 Excellent

Leah

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
secure parking Nice big clean room
Stayed 1 night in Oct 2021
Response from HOTEL SANTA MARIA on 27 Oct 2021
AGRADECEMOS SUS COMENTARIOS! Y ESPERAMOS SU PROXIMA VISITA!

4/10 Poor

Bobbie

Disliked: Staff & service
SCAM Read the fine print. Hotel only accepts checkin between 3-6pm!!! They NEVER answer their phone. Even Expedia couldn’t reach them to request a checkin at 7pm. Left us scrambling to find other lodging at the last minute. Refused to give refund. Also location is in an unsafe (hi crime) part of town warning given by taxi driver. That’s probably why no checkin after 6:00 pm. DO NOT RECOMMEND!
Stayed 1 night in Sep 2021
Response from HOTEL SANTA MARIA on 27 Oct 2021
AGRADECEMOS SUS COMENTARIOS! Y ESPERAMOS SU PROXIMA VISITA!

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
What a perfect place to stay. For someone on a tight budget, it turned out to be exactly the place I needed! With a good sized shower, good sized fridge, a microwave, a table, TV and AC, beyond grocery shopping (a sorianas is just a ten min walk away) you do not need to leave the hotel should you not want to. Staff were incredibly friendly and helpful. The inside of the hotel is beautiful, and safe. Cleaners come by every day and are lovely, and i felt thoroughly safe in my room. No tourist attraction is too far by cab, which the hotel can call for you, and if not there is a bus service which is great to get familiar with. You can have food delivered directly to the hotel or visit a number of both local and chain restaurants within walking distance. I loved my stay, and will be sure to return in the future.
Stayed 15 nights in Jul 2021

6/10 Okay

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities
I enjoyed my stay here, although
Stayed 2 nights in Jun 2021
Response from Hotel Santa Maria on 26 Jun 2021
thank you for your comment and we hope to offer you a better service in your next stay

6/10 Okay

Verified traveller

Liked: Cleanliness, property conditions & facilities, room comfort
Meh
Hotel was grand but when two of us arrived to check in, there was additional charge. Not extortionate or anything but kinda of annoying that the place ended up costing more than 50% more than what the room only rate for 1 (which should just be the room only rate) was.
Stayed 1 night in May 2021
Response from Hotel Santa Maria on 25 Jun 2021
We are very sorry for this situation, we hope to provide you with a better service in your next stay.

10/10 Excellent

Verified traveller

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
Awesome
Stayed 2 nights in May 2021
Response from Hotel Santa Maria on 10 Jun 2021
THANK YOU FOR YOUR COMMENTS, WE LOOK FORWARD TO A SOON VISIT

10/10 Excellent

Caroline

Stayed 4 nights in Jan 2021
Response from Caroline on 10 Feb 2021
Gracias por sus comentarios, trabajamos arduamente para ofrecer un mejor servicio a nuestros clientes. Saludos cordiales

8/10 Good

Sterling

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Sweet & Cheap!
My business trip was extended and I needed an inexpensive hotel. Surprisingly, the room was clean , comfortable and cozy. The neighborhood is a little run down , but the is a wonderful little restaurant called Victoria’s near a church about 3 blocks away that I highly recommend! The hotel has many rooms and Uber services the location. The hot water takes some time to warm, but for the price it was very accommodating!
Stayed 2 nights in Jan 2021
Response from Gerencia on 13 Jan 2021
We appreciate your feedback, we are working every day to provide a better service. Come back soon.

10/10 Excellent

Verified traveller

Stayed 1 night in Dec 2020
Response from Gerencia on 13 Jan 2021
Agradecemos se haya tomado el tiempo para calificarnos, esperamos haya sido satisfactoria su estancia, vuelva pronto.

6/10 Okay

Verified traveller

Disliked: Amenities, property conditions & facilities
Stayed 1 night in Dec 2020
Response from Hotel Santa Maria on 18 Dec 2020
¡Gracias por alojarse con nosotros! Su opinión es muy importante para nosotros. Tratamos la manera se siempre seguir mejorando.

6/10 Okay

Edward

Business traveller
Disliked: Staff & service, property conditions & facilities
Stayed 6 nights in Sep 2020
Response from GERENCIA on 14 Oct 2020
HOLA, FUE UN GUSTO TENERLO EN CASA TRABAJAREMOS PARA MEJORAR ... SALUDOS...

8/10 Good

Verified traveller

Stayed 19 nights in Aug 2020
Response from Administración on 14 Sept 2020
Muchas gracias por su calificación, estamos para servirle.

6/10 Okay

lennart

Liked: Staff & service
Cheap basic hotel
Basic Mexican hotel with secured parking in a workman's class neighborhood. Slightly worn rooms need paint and fresh up but good nightly price
Stayed 1 night in Aug 2020
Response from Administración on 14 Sept 2020
Hi Lennart, thak you four your comment, we hope for you in other trip.

4/10 Poor

Alexander

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
WARNING! Stay at your own (Health) Risk
I was not at all pleased. I expected to stay in a discounted Hotel, ok, you clearly can not expect a 5 Star property, but what I stayed in last night was absolutely not acceptable. The Linens, blankets, pillows were all dirty, as was the bathroom. When I asked for clean linens, I was told that none would be available until 7 am. In order to not feel totally grossed out, I stayed dressed and used a towel I brought with me to cover the pillow. NEVER AGAIN, will I stay in this dump, and I have stayed at many properties in Cancun.
Stayed 1 night in Jan 2020
Response from Hotel Santa Maria on 18 Feb 2020
We regret that you did not enjoy your stay. We appreciate your comment, and we will work to improve each of our services.

2/10 Terrible

KK, Seattlw

Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Before you book this place, please be careful. I booked this place and within mins I requested to cancel, but it was denied. Check the neighborhood before you book
Stayed 1 night in Dec 2019
Response from Hotel Santa Maria on 18 Feb 2020
We regret that you did not like our area. In our Hotel we work every day to provide our guests with the best services

2/10 Terrible

Verified traveller

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Didn’t have a good experience at this place It’s was run down very old , dirty linen and satined towels . Didn’t have a remote to adjust the AC Bad beds I don’t recommend this place
Stayed 1 night in Dec 2019
Response from Hotel Santa Maria on 3 Jan 2020
good day, we regret that this time you have not enjoyed your stay to the fullest, but we will work to improve each of our services, thanks for your comment

4/10 Poor

jessy, NY

Travelled with family
Liked: Cleanliness, staff & service
the light in the corridor is too bright at night and affects sleep
Stayed 1 night in Dec 2019
Response from Hotel Santa Maria on 3 Jan 2020
good day, we regret that this time you have not enjoyed your stay to the fullest, but we will work to improve each of our services, thanks for your comment

6/10 Okay

TM, Frankfurt

Travelled with partner
Liked: Cleanliness
We have been in this hotel 5 times. The past experiences were always great. But not this time. Mainly to the receptionist who has taken over the front desk operatation. I took a shower (no hot water) and afterwards we couldn't turn the shower off. Reported it to the receptionist and asked if she can get someone to fix it. She said no. My husband tried to fix the problem w/the tools the receptionist gave him, but couldn't fix it. We asked for a new room which we got. There were a few encounters with the receptionist which am not going to write here now. But her attitude, inflexibility, and lack of customer service skills made us decide that we will never use this hotel again. Other staff at the hotel were great. And the breakfast cook made excellent breakfast and coffee. And served the breakfast with a big warm smile.
Stayed 4 nights in Dec 2019
Response from Hotel Santa Maria on 3 Jan 2020
good day, we regret that this time you have not enjoyed your stay to the fullest, but we will work to improve each of our services, thanks for your comment

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I had stayed at this hotel three times; for my purposes it was fine. The staff was friendly, it was clean; I felt it was overall a positive stay.
Stayed 8 nights in Sep 2019
Response from hotel Santa Maria on 7 Oct 2019
Thanks for staying with us! Your opinion is very important to us.

4/10 Poor

daniel

Disliked: Cleanliness, room comfort
Find another hotel, not this one.
Hotel is in a horrible neighborhood. Very small rooms. Air conditioning is bad, beds were hard and uncomfortable. Not very clean, not enough outlets. Just overall not worth the money.
Stayed 1 night in Jul 2019
Response from M on 31 Jul 2019
Het spijt ons voor je slechte ervaring, je kon altijd naar de receptie komen. Wij zouden deze slechte ervaring van jou kunnen oplossen. Met vriendelijke groeten, Moemen

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, amenities
Stayed 1 night in Jul 2019
Response from Hotel Santa Maria on 4 Aug 2019
Thank you for your preference

6/10 Okay

Verified traveller

Disliked: Amenities
Stayed 1 night in Jul 2019
Response from JR on 12 Jul 2019
Buenas tardes, trabajaremos para mejorar, gracias por ayudarnos a ser un mejor hotel.

2/10 Terrible

Verified traveller

Stayed 6 nights in May 2019
Response from Hotel Santa Maria on 23 Jun 2019
Agradecemos su comentario. y trabajaremos para mejor cada uno de nuestros servicios.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 5 nights in Jun 2019
Response from Hotel Santa Maria on 23 Jun 2019
Agradecemos su comentario. y trabajaremos para mejor cada uno de nuestros servicios.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I liked the friendliness and the location. It was perfect for a simple guy like me visiting his girlfriend in downtown cancun.
Stayed 6 nights in Mar 2019
Response from hotel santa maria on 19 Apr 2019
Thanks for staying with us. We work hard to make our guests happy and appreciate your feedback!

8/10 Good

Yarzar

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Mar 2019
Response from hotel santa maria on 20 Mar 2019
gracias por su preferencia.

10/10 Excellent

Verified traveller

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Feel like home Cosy and quiet Well located Easy access Architecture original Spoke with the ownet
Stayed 9 nights in Feb 2019
Response from hotel santa maria on 24 Feb 2019
Thanks for staying with us! Your opinion is very important to us.

6/10 Okay

Verified traveller

Stayed 1 night in Jan 2019
Response from hotel santa maria on 4 Apr 2019
agradecemos su preferencia

2/10 Terrible

Shirley, California

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a horrible experience. The staff is very rude didn’t even bother to acknowledge us when we walked in we walked into our room saw to roaches in the room the beds are very old it’s very loud kids running around and people being loud till 3 AM my kids were terrified to fall asleep due to the roaches and the environment
Stayed 1 night in Nov 2018

8/10 Good

Steve, Belize City

Travelled with family
Liked: Staff & service
Disliked: Cleanliness, amenities
Staff very helpful and hotel design very good, Rooms had no wardrobes or drawers to put your clothes. We were there for a week. No restaurants within walking distant as we had no car.
Stayed 6 nights in Nov 2018

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Staff is very nice and friendly. Stayed there a week
Stayed 7 nights in Sep 2018
Response from hotel santa maria on 24 Oct 2018
thank you. you´r welcome

2/10 Terrible

Albert

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jun 2018
Response from hotel santa maria on 24 Oct 2018
gracias

8/10 Good

Clemmie, Cancun

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice Hotel.
Nice hotel closer to the bus station & the super market. We really enjoy It!
Stayed 1 night in Jul 2018

4/10 Poor

Juan Carlos

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jun 2018