We had a very unfortunate experience here and the staff and service was not only rude, unfriendly and very unsympathetic to our situation, but we are still yet to hear from them regarding a refund or discount for our stay, despite promising they would contact the next day. The room we booked was very different to the photos, much smaller and although in the 'superior' category, there was no wifi or tv, it was freezing cold and extremely noisy. Every single noise from anyone outside the door or window could be heard as if they were inside the room. When I asked to change room, the manager was extremely unhelpful. Due to a family emergency, we weren't able to stay the night and only used the hotel to arrive and eat lunch and then had to urgently leave. Since we had put our suitcase in the room already, the reception staff insisted the whole night had to be paid, despite the circumstances, and the girl at the desk insisted her manager wasn't available and she "was just an employee" so couldn't authorise anything. It seemed very unfair to me as there was no use of the room, apart from opening it, but the staff were very rude saying that we had already been at the hotel for a few hours and therefore had to pay the full night. I understand this was an unusual situation but some kind of sympathy, understanding and sensitivity would have been nice. We are still waiting for a follow-up from the manager. Aside from this, the hotel was disappointing in other ways. There were some large noisy groups that ruined the relaxing setting and the food at the restaurant for lunch was poor and very limited options. I would not recommend this hotel for a romantic getaway and there is definitely a lot of training in customer service needed!…
Truly stunning Hacienda with very interesting out of time rooms. The grounds are rambling and very peaceful. Very well maintained. We stayed in an Arte Nouveau styled massive suite. Almost felt you like we were in Europe. Elegant Historical building. Very accomodating and spoiling staff. Had a mix of business, family and romantic guests. You feel the property is a family treasure. Antiques, elegant linens, incredible details everywhere. The food was okay. We are very picky and had heard it was spectacular... was not but we still enjoyed the romantic setting and classic fare. Great for lovers. We traveled during covid and the place was spotless and very wide space distances with everyone. Our room had two balconies, a gigantic bathtub, great details. Highly recommend this very memorable hotel/hacienda if you are going to visit Guachimontones. Very close. One of my favorite Pre Columbian sites in West Mexico. Very quiet and a great place to get away from it all. A true experience destination.…
This Hacienda is exactly what one expects of a unique and special stay in rural Mexico. Extremely well maintained with a huge variety of spaces to enjoy. The spa is excellent in a VERY unique space. The service at meals is something that really stood out. The wait staff is well trained, and offers a MUCH higher level of service and dining experience than expected. From someone who works in the silver service and high end travel industry Hacienda El Carmen really stood out. Oh- and can't forget to mention that the vegetables and fruits are almost all grown on the Hacienda's own property resulting in very fresh and great flavors. Thank you VERY much to all the staff at Hacienda El Carmen for such an excellent experience. Este Hacienda es un ejemplo de un experiencia único en Mexico. Perfectamente mantenido, este Hacienda que tiene mas de 150 anos de construcción es spectacular. El servicio en la mesa es excelente y a un nivel que uno no encuentra ni en restaurantes finos de la cuidad. Los cuartos son muy cómodos y limpios. Servicio en el Spa es excelente y en un lugar muy especial. La comida, los cuartos y la gente que trabajan allá hacen un experience inolvidable. MUY recomendado.…
We had our wedding March 14, 2020; 2 days after the USA shut down travel from Europe... within 24 hours, 16 out of our 50 guests canceled; it was overwhelming to say the least, but thanks to Jaime and Rossy (the haciendas event coordinators), it was smooth sailing. They handled all the last minute changes promptly and efficiently, and they made it to where my husband and I were actually able to relax and enjoy our time there. Needless to say, our entire wedding weekend was flawless. I explained to Jaime and Rossy that I was leaving my wedding completely in their very capable hands; I showed them a picture of what I thought was a nice set up, and told them that all I wanted to do was show up and have fun, well let me tell you, they delivered! There was nothing about the decor, ambiance, food or music that I would have wanted differently; My husband and I were amazed!! All of our guest raved about the wedding, the hacienda, their rooms, the food, and OMG the spa!!! (Life-changing, was used very often) There is a lot of chaos in the world right now with COVD19 and the uncertainty that comes with the unknown, if you are thinking about getting married, planning a special event, or just need to get away from all the nonsense, this is it! Do yourself a favor and cast away any doubts you might have about this place and book your trip now! Monica, the haciendas owner is meticulous about every detail that goes into making this place so special; you can see her walking around with her 2 pups, greeting her guests and truly making them feel welcomed and at home. We cannot thank everybody enough, hacienda el Carmen is a small slice of heaven we didn’t want to leave, but rest assured we will 100% be back soon!…
Hacienda El Carmen was the best destination wedding venue! We loved our stay and the great amenities. Our room was wonderful (firm bed:too firm), the staff couldn't be better. Food was great and the bartender Carlos was amazing. Front desk staff was very helpful setting up horseback ride. We played golf and croquet. Spent lots of time at the pool/hot tube. We will always remember this trip and hope to visit again.
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