detailed review: 5 week stay
Reviewed 28 July, 2021
I had the pleasure of staying here for about 5 weeks with my family. My husband is a Titanium member and has stayed at most of the Marriott’s in the area. He chose this hotel for our family, due to the fact that the suites were larger, there was a bathtub for our littles, and my husband had also mentioned that this hotel had the best breakfast of all the hotels he had stayed at in the area (breakfast is a BIG deal for us!).
One of the most important things, when we stay at a hotel, is always the staff. The staff truly can make or break your hotel experience.
The first thing that I noticed is that there is almost always someone at the door. Juan, Onesimo, and Hector were all very helpful. It was nice getting to the hotel and always knowing there would be someone watching us get from the car to the hotel, especially when we would get home later. We had already been here for a few months and my kids were on a soccer team, and they would ask how the games were and remember little details that I thought were nice.
Another thing that I liked is the fact that the same person would clean our room almost every day. Adelina was with us for most of our stay. She did a great job and always asked if everything was done to our liking (it ALWAYS was!). Even during our stay, our sheets and the duvet cover were changed relatively frequently.
The restaurant staff was also great! Suzanna, Arturo, Ricardo, and Salvador all had very welcoming attitudes and seemed genuinely happy to help us every day. They all remembered us by name quickly and paid close attention to small details. When I would call in the morning, Salvador was especially wonderful. He went above and beyond. For example, if I would forget to order tea (as I normally would order every morning), he would just bring me up the hot water for the tea and ask if I wanted it because he noticed I didn’t order. It is that kind of attention to detail and customer service that I found truly impressive. Another thing that I thought was nice is that there was no upcharge to have room service breakfast (I believe due to covid).
My son is in occupational therapy because he is such a picky eater, and they were great about finding substitutions for my kids. I was thankful that they allowed them each to get pancakes or quesadillas instead of the Desayuno Four Points with a small box of cereal each (usually). After a few weeks of ordering almost the same breakfast daily, we were told that 2 silver dollar pancakes were one meal and a box of cereal was considered a separate meal, then the next day the pancakes and box of cereal was included as one meal. For weeks, meat was ok in the quesadilla, then one day there was a charge for the meat and they backdated a 30 peso charge for the previous day of meat (which is less than $2, which I paid fine, but the inconsistency was little frustrating). I have never in my life had to speak to a manager at any Marriott (especially not more than one time) to see what was ok to order and not, I felt like way more time was spent on this than was necessary, and it seemed like it was an issue with management communication, not the servers. This could be just random because breakfast during Covid is different, so this issue did not affect my rating but was worth noting. There are several hotels not offering breakfast during the pandemic, and breakfast here was GREAT! The included breakfast is coffee/tea/orange juice/green juice with (eggs & meat) or (chilaquiles with eggs, my personal favorite), beans, totopos, and a plate of fruit. It is a good substitute if the buffet is not available. They usually offer the buffet, so I think that this is not something that would normally be any kind of issue. During our stay, they began to offer the buffet on weekends, and I actually asked my husband to leave for our weekend trip a little later so that we could enjoy the buffet because EVERYONE loved it. My husband said that before the pandemic, it was even better, which I find hard to believe because it was perfect.
We did eat here for dinner and never had any issues. Our favorite was the arrechera and the chocolate cake. I ordered a salad every night we ate there, and it was really nice when I forgot once, and Ricardo asked because he knew I usually ordered one. Cannot stress enough how nice those little details are for me.
The pool can also be heated, which was nice (though it is not heated every day, it was never too cold), and they turn on colored lights and a waterfall at night. My kids LOVED the pool, and it was nice to order food at the outside tables and have a pool day. They also have a small store with everything very reasonably priced, even small pool toys.
The location was also perfect, there are several kids’ activities and restaurants nearby. It is close to Antea and Uptown. My kids liked walking to MaxFun.
Overall, we had a fantastic stay and would not hesitate to stay here again. I HIGHLY recommend this hotel.
Reviewed 15 July, 2020
A 2 night stay was very enjoyable at the hotel during the Covid19 crisis. The hotel was proficient to check guest temperatures upon each entry of the hotel. While the restaurant and bar were closed, the hotel provided in room service for limited hours. There was a gift shop with soft drinks, water and snacks. as well as gift items.
Reviewed 17 April, 2019
Was checking in pretty late at the hotel as me and my compa y had been traveling all day. When we began checking in, the staff was rude. Maybe it was because our Spanish had an accent even though we are Mexican. Room service was terrible, it took 1 hour & 20mins for them to deliver one garden salad and club sandwiches. When I asked what the occupancy was at, they mentioned around 60% which disappointed me even more with the food taking so long. Overall I probably wouldn’t stay at this location again, not for anything. I would rather recommend AirBnB or a different hotel.
Great value, great service, great to visit around queretaro
Reviewed 19 September, 2018
We stayed in this hotel for 2 reasons, one we love this brand and always have good experiences, second, we use this hotel as our base to visit Bernal town and San Miguel de Allende, both around 1 hour away only. We also visit Queretaro down town which is about 10 miles away ( we rented a car, free parking by the way) and very easy to go down town, there is a big mall walking distance as well a Walmart, we spent very little time in the hotel but the time we were there was great, the staff is super friendly and helpful, we have 2 rooms and we got connecting rooms because our kids were in the other room, the have little fridges in the rooms and the fantastic beds from the four points, it is a great place to stay and if you are exploring the area the location is the best.