Hacienda El Santuario San Miguel de Allende

I am extremely upset about what happened at this hotel. I booked based on the info and pictures presented on Expedia. I booked the best suite (Grand Master Suite), but the room we got looked nothing like the pictures on the website. This is downright fraud to advertise something then deliver something completely different. Bait and switch is what that is. I asked the front desk to give us the room I booked but was told the hotel was completely full. There was no way I was going to stay in a room that was worse than a 1-star motel. So I booked a different property (through Expedia) and asked them to refund me. The manager called and told me she would give me a full refund. She told me to have Expedia contact her so that she can process it. But then she changed her mind several minutes later and refused to give me a refund. This is completely unethical and unjust. We stayed there for just 14 hours and left because we didn't get the room we paid for. The right thing to do is issue me a refund for this awful experience. I'm absolutely upset and disappointed with Expedia and this hotel for causing so much stress on my vacation.

The hotel was beautiful, food was delicious and staff was awesome.

I booked a master room and was given a double bed jr suite. Front desk girl didn’t want to help me. Told me to wait until the next day. I reached Expedia and they did talk to the hotel and change me to the mater room. The hotel has a lot of stirs, just be prepared. The bed and pillows were very hard, not really comfortable. The room was clean md close to the centro area. They have a buffet Sunday’s $35 dollars per person.

Thank you

Tgis was a horrible experience. I have stayed in San Miguel several times, but this hotel wasn’t very helpful. The staff are not polite and hardly help you with anything.

We stayed here 3 nights but did not enjoy our stay. The fact that we paid more and 20000 pesos for 3 night in this hotel just to sleep and use the washrooms hurt us more. Looking at kitchen and other guest breakfast plates, we decided to eat in other hotels. There are plenty of reasons for us to be disappointed. The reasons are as below: 1 It is poor value for money as facilities, comforts and experience are of 2 star hotel with 4 star price. 2. Pictures don’t match with reality. Rooms are much smaller. 3. ⁠Breakfast is very poor but expensive. But we did not eat here even once. Just one guy in the kitchen serving food from storage. That’s why they call it English breakfast. 4. ⁠water presssure is low and it takes long time for hot water to flow. Shower also is not enjoyable. 5. ⁠There is no toilet brush or jet spray . You can not clean the toilet after use. 6. ⁠In the name of art, there is too much clutter and noise. There is no harmony in the aesthetics. I am posting pics of these “artistic” clutter making the ambience noisy and disharmonious. 7. ⁠we were taken in by different design for different rooms but rooms have lot of din from motley of art occupying precious space which otherwise could have been put to use. 8. The housekeeping staff spays some disinfectant on the bedsheets and pillows and rugs making them wet for so long. We found it when we entered the room while she was cleaning the room. I don’t know what chemical it must have been but the bed was wet for at least 2 hours 9. Front desk reception staff does not know English. Communicating with them is difficult. Also they are not trained to be polite and respectful to the guests. 10. ⁠Due to lack of language skills, the staff is of no help for advice on things to do, restaurants etc. This department is absolutely zero in this hotel. For us it was a huge disappointment to stay here.

Location is ver convenient, you close to the main square, yet it’s quiet. Staff if very friendly and helpful. Make use of the terrace. Bed/pillows/sheets are definitively an area for improvement.

We just checked in today for 3 nights but the interaction with front desk staff was so distasteful that I decided to post my review in advance. This is an expensive hotel by city standards charging 7000 pesos a night without breakfast. The pictures of the property do not match with the real thing. The room has a coffee machine but no kettle for hot water. I requested the reception for electric kettle but they did not know what I was asking . So I went to front desk reception and spoke to one Pamela who is the front desk chief. I showed her picture of water kettle. The conversation quickly tuned ugly. She lost her calm and spoke very impolitely. I asked her name which she was reluctant to give and I told her I will report the incident. Generally , I found other staff also lacking the class of staff of a good hotel. What is the point of a fancy hotel when staff have an attitude and vent out their stress on the guests.

Excelente servicio Las terrazas del hotel tienen una vista maravillosa de la ciudad y de la puesta del sol. Se encuentra muy cerca caminando del zócalo y del parque Juarez: excelente opción para disfrutar de San Miguel de Allende

Thanks to the staff on the front desk they were great , restaurant and bar wonderful . only thing o would consider would be to have tv with international news station in english - cbc , bbc, nbc, cnn etc at least one or two