I didn't actually stay at Hotel Reforma, but I did have a great experience with them:
I'm currently staying with a host family in Merida, but in order to go on tours I need to be picked up at a hotel. I just wait outside the hotel for my guide to come. Honestly, I just chose the closest hotel to Plaza Grande, since it's easiest for me to get to.
However, I had an issue with the travel agency and the guide never showed up. I tried calling the agency, but my cell phone wasn't working, so I went into the hotel to ask for help--and helpful they were! I explained upfront that I wasn't staying there, but they still did everything they could for me. They made at least four phone calls themselves to the various people from the travel agency, talked to me while I waited for the agency to call back, and let me use the phone myself for quite a while as I talked to the agency--over half an hour of phone calls! The entire time, the people at the desk were incredibly nice! I didn't feel like they were grudging to do it; they just genuinely wanted to help!
I wouldn't have blamed the people at Hotel Reform if they had turned me away. I wasn't a paying customer, and since I'm with a host family, the chances of my becoming a paying customer anytime soon are minimal; yet, they spent their time and resources helping me. I was awed by their kindness! For me, that's a deciding factor on where I choose to stay, so from now on, I'm recommending this place to others, and I'll be staying there if (whenever) I come back to Merida!
As for the details on the hotel, I did see that the price is great! It's $600 pesos (about $45) a night, and this is for the absolute center of the city--you can't get any closer to Plaza Grande! The price includes a continental breakfast, swimming pool, air conditioning, and discounted tourist services.
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