To whom it may concern, I am emailing you on the behalf our family visiting Rosewood hotel in San Miguel de Allende. We checked in on July 18th 2021 as a party of four. I used the email that was on your website, SanMiguel@rosewoodhotels.com, requesting information of our stay and that we’d be four guests staying in the booking. I never got an answer, so after two weeks I emailed again and still no reply. Eventually my wife called the hotel asking for activities, restaurant reservations and informing the we would be four people staying in a two double bed room through our Expedia booking. The lady said there was a COVID-19 protocol that only allowed three people in the same room but that she would inform the reservation department and that it would be no problem. We managed to receive the email address to the concierge service regarding private suv transportation of four guests to the hotel and received confirmation. When we arrived to the hotel, no one was informed about the details of our reservation with four guests. The gentleman at the check in, Mr. Miguel Blancas, was looking for different room options that would be manageable for our size of party. An extra upgrade of $307 plus taxes per night on top of our previous payment through Expedia. As we enjoyed our family vacation, there was a situation that occurred on July 21, between 9-10pm. My father in law and I stayed on after our family dinner in your restaurant for a drink while our wives went to the bedroom to shower before bedtime. When they arrived to the bedroom, they called room service for two bathrobes. While they were in the bathroom, undressed and taking turns showering, a man walked into the bathroom that was closed to hand the robes. My wife that was by the sink, undressed got shocked and scared of this violation of privacy. Quickly covering herself up and grabbed the robes, the man showed no emotion of surprise, regret or apology, then left the room. The ladies were in deep shock and upset. The next day they told my father in-law and I what had occurred while we were finishing our night in the restaurant. We got very upset and angry of the event that had happened to our wives. We then went straight to the reception to tell Mr. Blancas in details of what had happened. He promised us to take care of the matter and have it handled by the time we would return in the afternoon. When we returned, Mr. Blancas told my father in-law that there was only a cleaning lady in our room the same morning of the event. There was no sincere acknowledgement or apology of this traumatic violation of privacy. We then met with the executive chef, Mr. Vincent Wallez to inform our great disappointment and disrespect of how this situation was handled and ignored. He promised us to talk to the staff and take care of this matter. He returned to us before dinner to let us know he was working on the case. He then offered us a round of drinks for dinner to smoothen things out. On the day of check out, July 23, the lady at the reception said that the hotel gave us 50% discount of our dinner the night before. Which would be around $100, no proper acknowledgement of this violation and a formal apology before leaving. That was more of a slap in the face than anything. Left us all disrespected and upset while checking out and leaving on our last moments in SMA. I let the staff at the reception and Mr. Blancas know that this is not acceptable and I’ll be contacting corporate about this matter which made the staff concerned. I had paid $2485.97 prior our arrival, $2001.95 for room upgrade incl tax and service fees. $1791.59 plus purchases in cash and tips to staff. We spent over $6252.52 at our stay. Tell me, is this the way a 5* hotel of your highest standard handles and treats their guests of such a traumatic violation of privacy? What the man did by entering the bathroom is not the hotels fault, but how the case was handled was of the lowest standard I’ve ever experienced. As I’m at the airport to fly home, writing this message, Mr. Blancas reached out to my father in law to try and clear up the matter by compensating the nightly rate of July 21. We have not responded to this message as this should have been dealt with yesterday. I expect to hear from you soon. Regards, Daniel J Zetterman +1(561)310-1724 Regards, Daniel Zetterman…
Flawless from start to finish....we loved it all. Beautiful room and common spaces, food and drink also excellent, staff at all levels amazing. A special place from which to explore this part of Mexico. We especially enjoyed the fish tacos and drinks on the rooftop bar.
Yesterday I went to Rosewood SM with the idea to have a nice evening at the rooftop "luna". The hotel is so beautiful, the view of the rooftop is amazing, the problem was when we arrived, the hostess did not receive us with a warm welcome as we expected, the behaviour was like she did not want to be there and I think that this kind of properties, the service must be exceptional. However, the food and the drinks were delicious.
We really enjoyed our 3 day stay in San Miguel. Service was very good except for the pool area. It wasn't bad just a little slow to check on the people. Rooftop bar was very nice with a beautiful view of the city. The rooms were also great. Can't wait to come back! Joe
This is a very nice hotel. Food, service, location etc is very good. Pool area is also super nice. Then we have the roof top bar that has an amazing view and serves very good food. This is a true five star hotel.