Belmond Casa de Sierra Nevada

Hotel did not take appropriate responsibility for not providing airport transportation that was prearranged, upsold rooms and overcharged for food and beverage.

My family and I booked a 4 night stay with two rooms over Christmas at the Casa de Sierra Nevada. The rooms and common spaces are beautifully appointed, and the location is excellent- in a quieter part of town but still in the heart of the historic core. One room was upgraded to a junior suite, for which we were very grateful. The staff was also very friendly; ahead of the trip, I corresponded extensively with their concierge who was extremely helpful in providing information and assisting with reservations. However, the stay was marked by numerous small issues regarding service and organization. We enjoyed their complimentary coffee service (a lovely touch), but on one morning, this was delivered an hour and a half early, while we were still sleeping; another time, when we ordered room service breakfast for our morning of departure, it arrived 20 minutes late. During our Christmas dinner at Andanza, we were incorrectly charged for the corkage fee (in spite of written and verbal confirmation from both the concierge and management regarding the price), and an additional "empanada de mariscos" was tacked on, even the dinner was prix fixe and there was no such thing on the menu. While the concierge service via email was excellent, the overall front desk service, while very friendly and welcoming, was scattered and inconsistent. When the concierge stepped away from the desk, I had asked someone to take a note to help change an existing reservation; this was not done. We also had booked a mojigangas workshop that was cancelled at the last minute (and we had altered our day plans to make the start time). While we were able to reschedule this, I had to confirm with the front desk to make sure it was still taking place, as no one contacted me to confirm that the event was taking place. Moreover, after the workshop, we had the artwork sent to the room, but one of the puppets was sent to the wrong room! It was only after inquiring did the front desk realize that it had been sent to a completely random guest's lodging. All of these were minor issues (excluding the last-minute cancellation of the workshop), but we felt that overall, the service was subpar for the company. We are fans of the Belmond and have stayed at other properties in Europe and the Americas (Grand Timeo, Cataratas, El Encanto, and Reid's Palace) and felt that while the location and setting were stunning, Casa de Sierra Nevada does not run a tight ship.

This is a gorgeous property spread out over a few separate properties within close walking distance to all this special city has to offer. The staff is all one would expect from the Belmond chain: well-trained to the highest professional standards, courteous, gracious, and proactive. On the Amex Fine Hotels deal, we were kindly upgraded from a standard room to a gorgeous suite with large terrace (room 487), which features a huge bathroom and extended terrace. Breakfasts were delicious and multi-day visitors should ensure at least one meal at the Oaxacan cuisine featured at Parque, the event space located about 5 minutes away by walk. Reception, the main restaurant, spa; fitness areas and the small but lovely hotel bar are all located in a separate building from the largest of a few separate buildings, which has the pool and roof bar. That and a second building where we stayed, are across the busy but narrow street. A few tips:

We have celebrated three birthdays and fourth to come. We don't tour the town but thoroughly love being with the staff and doing our Christmas cards or Easter cards depending on the birthday we are celebrating. Of course, we indulge in the wine and delicious food offerings.

We had the best time at this hotel. Everything was a luxurious and world class experience. Would absolutely stay here again when in SMdA