La Casa de la Marquesa

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.

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.

To be clear, this place is stunning. It is absolutely historic and impeccably designed. In fact, walking past the facade during the evening drove me to want to go inside the next day. So, we had a little trek to their restaurant. It was a breathtaking affair just sitting in the foyer listening to the piano and sipping local vino. The manager was gracious and helped with our meal selection as well as set up a tour of the hotel. So, why wouldn't I give it five stars? Because the meal itself was not to the level of the atmosphere. It was really good, but we have had some A+ meals in that region of Mexico (especially coming from San Miguel de Allende). So, this spot was terrific so spend a nice afternoon inside the main room, sipping wine and enjoying this magical city.

This has to be one of the most beautiful buildings I have ever stayed in but I would not stay there again under present management as the lack of maintenance event beyond uncomfortable and into dangerous territory. The location is fabulous and the staff very pleasant. Housekeeping does a fabulous job and the space is spotless. It is a listed building on a pedestrian street and no elevator so you will need to climb some stairs. We were good with all of this. Our room on the second floor involved climbing the majestic stairs and a second set of circular stairs. Ok by day but by night ONLY 1 of 12 lightbulbs illuminating the stairs worked making it dark and a trip hazard. The missing/burn out lightbulb theme continued into our room where 3/10 lightbulbs in the bedroom chandelier worked while the bathroom was dimly lit by 1/6. Since the burnt lightbulbs were all incandescent not led I’m guessing this was not a recent issue.

Beautiful 18th century Baroque architecture and Moorish interior!! The rooms are the size of suites! Our breakfast was fabulous! Our server/manager (Benjamin) was very accommodating. Great location. This is such a beautiful colonial town. This is my first time here. The Mexican people are very sweet and laid back. Feel like present day royalty-stay here!!!