I had an excellent experience in the hotel...

Before reserving I had read reviews on this site. So I was not so convinced about it, but it had been recommended by a friend from Merida as having a great location and very trendy.

We decided we did want to stay there, and it was the best choice. Great location, pretty good atmosphere, the best service, loved the decoration and the room ammeneties.

About the service, since I read some bad reviews I wanted to add, that it must've improved greatly, the staff was so helpful, the went out of their way to make us fell comfortable, it was even sad to leave.

Anyway, highly recommend it

My husband, 2-yr. old daughter, and I stayed at the Piedra de Agua Hotel last August when we drove from Cancun to Merida for a few days. We happened to coincide with the hurricane that was predicted to hit Cancun directly. I mention this because it is a key factor in how shabbily this hotel treated us. We arrived on a Friday night and planned to stay 2 nights. When it became clear we could not drive back to Cancun on Sunday because of the hurricane's path, we told the hotel we would need to stay an extra night or two. No problem. The "special" rate they had given us (I think if twas $125 or so the night for a big room) was not discussed. That Sunday we decided to drive to Chichen Itza for the day since that was what we had originally planned (although instead of continuing on to Cancun, we would drive back to Piedra de Agua). Well, we returned from Chichen Itza that Sunday night at about 10:00 pm only to be told that there had been a "problema" and that all of our belongings had been removed from our "big" room (open toilette cases from bathrrom, clothes from the closet, things placed on dressers) and placed helter skelter in a small room that barely would hold the 3 of us (no moving around space & one bed only). We were taken aback, but we tried to be understanding. There was more bad news, however: The minscule room they gave us, we were told, would be for one night only. We would have to leave the hotel the next morning -- hurricane or no hurricane. When we complained to the folks at the front desk, they begged our forgiveness but explained that our old room had a leak in the ceiling, had flooded, and they had to save our stuff.....We bought that reasoning, it was late, our little girl was exhausted.....until we began to think about it......None of our luggage was wet, there was a light on in our old room which seemed to indicate that someone else was staying there....long story short: It was a big lie. We found out the following morning (throught exhaustive conversations with many hotel staff members while we had breakfast) that, indeed, the hotel had rented our former room to someone else for more money and literally kicked us out. When we learned the truth (which the front desk no longer denied) we demanded to see the manager that Monday morning. She was friendly enough, she listened to us, we told her how unprofessionally we thought the hotel had behaved and we at least wanted an apology and that NO respectable hotel would ever do something like that. Furthermore, if it was a question of more money, why didn't they just tell us instead of being sneaky? Why did they wait until we were spending the day at the pyramids to go behind our backs? End of story. We found another hotel after a few hours search. We had to stay in Merida, as it turned out, just one more night. The hurricane had missed Cancun and the highways were open to travel. How callous this hotel was. They could not have cared less that we were traveling with a child & had to stay extra time in Merida due to weather conditions....they did not care what happened to us. They just wanted more money for that first room they had rented to us at a price. I swore I would find the Mexican version of the Better Business Bureau, but of course, I never followed up once we got home. I wanted to put the whole affair behind me. I forgot to mention that my husband is from Spain (native Spanish speaker) and I am fluent in Spanish. If we had not spoken the language, it is doubtful we ever would have gotten to the bottom of the hotel's scam. So my advice to future travelers to Merida: AVOID THIS UNETHICAL HOTEL.

I never stayed at Piedra del Agua, but I have visited it frequent times Actually, I planned to stay during New Year Eve and actually made the reservation that I cancelled at the last minute after one of the several bad experiences I had at the hotel.
Without any doubt, the hotel is unique in design and location. The rooms beautifully appointed and decorated and the fact that there is no elevator, was no a deterrent for me; taking up the staircase was part of the excitement and uniqueness of the place.
My favorite spot is the bar, when you can see the silhoutte of the Cathedral against the sky while sitting in a very modern decor and excellent music. But the good things stop here.
Merida is known with all the right to be a very hospitable and friendly city. I love Merida so much as to have decided to buy a second home there. However, the staff at Piedra del Agua seem to be trained in being anti meridan. They typically are rude and lack the minimal standards of politeness. I actually cancelled the reservation after I verified that the price promised through the phone conversation was not respected and when I complained I was told ad verbatim: "I you don't like it cancel the reservation."
I liked the bar so much that I looked the other way when I felt I was not treated correctly, and it happened every time I visited the place.
The last and most terrible experience, the one that will definitively stop me from visiting again the hotel happened in New Year Eve.
I went without reservation and although told that I should wait for 15 minutes the waiting time ended up being above an hour.
The food was not only terrible bad, there was inexistent as previous guest seemed to have "exhausted" all of previously prepared food. The wine also was over when I ordered a bottle and I had to wait more than 30 minutes to get a clean plate. But being New Year Eve and having a good music in the background, a Mariachi band, I did not complain. After midnight we went to the bar. We were welcomed by the most rude bartender I ever met, that not only, despite we being the only customer at the bar, made me wait for more than 20 minutes before taking my order, but never looked directly in the eyes and spoke in a defiant tone of voice.
At the moment of paying he overcharged me more than twice the regular price of a Margarita, and when I asked for the price list he told me there was none. I went directly to the manager and demanded my money back. I get my money back but no other apology. Nor that I want it really. My experience with Piedra de Agua was over and I wish my review will help other to avoid such
bad moments.

We booked here initially as we couldn't get a room in other hotels we knew. I couldn't find any information till recently here when I read the bad review so it was with some trepidation that my husband and I arrived late on a Friday night.
Luckily our fears were groundless and I agree with the last reviewer about the helpfulness and friendliness of the staff. We too had "lost" our luggage on the flight and it wasn't due to arrive till late Saturday night. One of the staff arranged with the airline to go to the square to pick it up for us and take it to our room as calle 60 is of course closed to traffic on a Saturday night.
The rooms are fairly small but are comfortable and well decorated. The noise from the street can't be avoided but the great location of the hotel makes up for it.
We only had breakfast in the restaurant but found the food good and the service fast and friendly.
Overall, I would reccommend this hotel for anyone wanting to enjoy Merida and be able to walk around or get a horse and carriage very easily. Enjoying Merida on a Saturday night or Sunday is just outside your door