Everything perfect

Rooms a bit dark

beautiful and well located

room was too dark and with no ventilation

general todo

the location

the staff

customer service was excellent. Good food and amazing view from the rooftop. Amazing food

the pool was not heated.

The grounds were beautiful and the staff friendly and helpful.

The room was a little dark and for that price I’d expect at least a coffee maker and other luxuries in the room. The pool was very cold and should have been heated and breakfast should also have been included at that price. In general, for nearly 4000 pesos a night, I was a little disappointed.

The hotel is beautiful but the rooms are woefully small and have very little if any natural light. I booked a "king executive" and it was an expensive room with a beautiful tub. I did expect more for the $$$

Room size.

very nice

Lovely environment and great location.

It was noisy. The music on the terrace was good but far too loud and the rooms all face onto the inner courtyard, so you hear people moving around from early in the morning.

Feels like home, with a lot of style, art and design

Perhaps the most spectacular views in Bernal. Great value on bottle service by the pool. Other people complain about the pool being too cold, as it is not heated, but we were there during the hottest time of year so used the pool with no problem. Loved the thickly padded pool beds. Outdoor spaces were truly lovely. Great location, and great service. Very instagramable. If you are spending a night in Bernal, would definitely recommend you stay here.

While I don't doubt that this is the highest end property in the town of Bernal, it is certainly not a five star. I would rate the outdoor areas 4 star and the rooms 3 star. Our Family Room was pretty tight and basic. The food ranged from mediocre to good - probably what you would expect for a small town like this, but still a bit disappointing. Drink quality was much better. Menu was also limited due to covid. Wifi did not reach room, but worked well in common areas. Our only bad experience really came after we left the hotel. They had arranged a driver to take us to a few wineries in the area and then to Queretero. The company they used was astoundingly unprofessional. The first warning sign was that they demanded payment upon us getting into the car. However, we trusted them because we trusted the hotel. While we were at one vineyard, the driver left to go back to Bernal to change drivers, which we thought was strange. When we were picked up from the winery, there were two other people in the car in addition to the driver, which was shocking. Not just because we are still in the midst of a pandemic, but because we are in a country known for taxi robberies and kidnappings. We had arranged private transport, and being crammed into the backseat with my body pressed against an absolute stranger was not what we had expected. The driver explained to us that these people were colleagues of his that also needed a ride to Queretero. What???!!! Who does this, especially without asking?! Since they had our luggage and we had already prepaid, it was really a nightmare situation. We asked the driver to take us back to Bernal and refund us, and I had the hotel on the line with me in the car explaining the situation because frankly I was afraid for our safety. Driver eventually dropped the two strangers off at a gas station because did not want to refund us our money. Very uncomfortable ride followed. Wish the hotel would only use trusted companies.

The view is stunning, the waiters are very nice but the reception service was abysmal

the first principle of hospitality is to make your guests feel welcome. This hotel did not get the memo, it seemed we were a nuisance. We first arrived in the middle of a storm, when we couldn't find the parking we called to get the hotel to ask, the lady was NOT happy to receive our call, and asked us to wait in a non pleasant manner. We finally were allowed in, came to the reception, she was on the phone, didn't acknowledge us and didn't even smile. The last day, they basically kicked us out from the hotel parking. They seemed to be doing us a favour for paying them the most expensive rate in town to be told we had to leave, for the record, we vacated the room at 8:30am and we just told them we were going to buy some souvenirs at 12pm (check out at 12:30) so we would come to get our car a bit later also, they had an empty parking! .... I would only leave a note for the waiters that were polite and pleasant and the food was great.

Loved the location, the facilities, the room was spacious and very clean, the terrace and we were close to everything downtown.

Access to the terrace and the restaurant service appears not set up yet.

Amazing location and amenities! Staff is very friendly.

The location , the decoration & hotel by itself

Service very slow - we could not have breakfast at the same time - waiting 45 minutes ..

Location.

Clean but very small room and dark. Noisy, i did't like.

stone architecture, comfortable bed. Perfect location with a great view.

they did not have hot water and did not even apologize.

The staff are incredibly nice.