La Casa de la Marquesa

Great historic building, it could be a great experience, but is extremly poorly manage. Must of the staff is friendly, but many drag their feet, don't expect solutions if anything turns wrong (it will), don't expect even apologies. I will not return there for sure.

My friend and I were so excited to be staying at this iconic hotel in Queretaro. However, before even arriving we were trying to book a cheese and wine tour advertised on their website. Should be easy right? Not. First we were advised to contact the tour provider directly. They provided the wrong information for the tour provider. Then someone sent an updated pdf tour list, with a wine and cheese tour of a different name and price. Ok fair. After we paid the deposit we were informed by another staff member (via WhatsApp and who didn't identify themselves) that the price increase and the former information was incorrect. After 2 hours of trying to phone the hotel (no answer) we were able to reach the actual tour provider who was able to clarify and confirm our reservation and deposit. The information on the hotel website is still incorrect as of the writing of this review. When we arrived after informing them of our time of arrival we were greeted rudely and unprofessional by a woman named Mariel -typically I don't like to name specific staff but she was unbearable and I would say hostile. There was an event happening in the hotel at the time but she couldn't be bothered to give us basic hotel information (wifi, time for breakfast, how to enter hotel after hours, etc.)- it was as though we were bothering her my checking in. When her name was mentioned other staff said there were numerous complaints about her. Breakfast was included in the inflated room price but for the first 2 mornings I had to show them the email stating this and finally asked the 'reception' if they could not inform the kitchen of this. Honestly, how difficult can it be in a 12 room hotel?????with the exception of a few friendly restaurant staff the staff were unhelpful, at times dismissive and rude and typically seen hanging out in the administration office avoiding guests. We also realized how dirty the hotel is. The bathroom floors were dirty, and the entire room seemed it had not had a deep clean in months (dust everywhere) and the restaurant area and the carpet leading into the office appeared not to be cleaned in months. On two occasions after the room was 'cleaned' we had to request towels, toiletries and water. I understand this hotel is rented out to whomever wants to manage and administer it. To me, this hotel is extremely poorly managed and administered (with unhelpful and unhappy staff) and high room rates demanded seem to be based on the wonderful architecture and the history of the building - nothing more. I would not recommend this hotel at all....I have travelled extensively in Mexico, Europe, etc. and it was one of the worst hotels I have stayed in a very long time and it was especially poor given the price and the 4-5 star rating. We felt the atmosphere of the hotel was abysmal and the staff seemed extremely unhappy which translated into a terrible experience for us as guests. Not surprising when we checked out and returned the key no one asked how our experience was or bothered to thank us for our 4 night stay at this poorly run hotel. We had the pleasure of staying at the Casa Brunella on our first stay in Queretaro and although significantly less expensive, the experience with this hotel and the staff was tremendous. Queretaro has some wonderful, beautiful and reasonably priced hotels. This is not one of them. Buyer beware.

Hôtel d’un charme fou en plein centre historique. Mais la salle de bains mériterait une remise en état !

Sanitaire vieillissant.w

la ubicación espectacular. Cerca de todo. Para mi lo demayor valor es la casona si y toda su historia. Cada rincon tiene una historia y el estado de conservacion en general es muy bueno

la comodidad de las habitaciones, como es algo historico no necesariamente tiene la tecnología mas comoda. detalles como la cafetera de la habitación, las luces y la comodidad de la cama no están a la altura de la experiencia del lugar.

So this property was interesting. The bed was fantastic, like the best ever, and the building was beautiful. However it missed on more than one level. For example, no one greeted us upon arrival. There was not a soul, for minutes! We literally had to go find someone two rooms away. Then upon check in, we had to carry our own bags up three flights of stairs. I had asked for an exterior room, but got the opposite. No robes, and the floor was sandy. We had a skylight that was cover led maybe so it wouldn’t leak, but it flapped and banged all night in the wind. No replacement of things like washcloth, and tv was on when we arrived, likely because once we shut it off, it wouldn’t turn back on. Literally though, the most strange part was there was zero staff. We’d have to move our own ropes to get in and out of the building each time; made me feel like it could have EASILY been broken into. It was beautiful, but I wouldn’t stay again. Price extremely high for what it provided, and zero attention paid to us; and I had upgraded the room to as high as I could get. I can’t say it enough, the hotel was a ghost town!

I like the location personel attention and the hotel building Didnt like a lot of mosquitoes in room the distance to park your car (about 3 or 4 blocks from hotel) and the noise at night of a patio fountain i have in my room

Locations is great ! Very comfortable bed. The food is really good. Most of the people working there are very nice. Ricardo plays the piano beautifully.

Nothing

Benjamin greater us at the door and welcomed us in. He made the best margaritas in town. Then he chatted with us and arranged a tour of their best suite. We were amazed at the beautiful furnishings, curtains and decor. Amazing hotel that we hope to come back to.