The location was incredibly convenient as we were able to walk everywhere. We really loved that.

The front desk could’ve done a better job at communicating with me about the status of my taxi. Since taxis are not parked directly outside, I requested 1 hour in advance to the front desk if they could call a taxi for me. They agreed and informed me that it would not be an issue. When we came out to the front desk, they assured the taxi had been called and would arrive in 5min. After 10min of waiting, I asked for an update and they said it would be there in 2min. After waiting for over 20min past our request time, we decided to not use the taxi. There was no communication or updates from the front desk. The reason I requested the taxi 1 hour in advance was to avoid a long wait. The front desk could’ve done a better job with this and could’ve been more efficient with this situation.

Amazing old Hacienda, and location at its best

The staff , this is not general but tried to contact the property weeks in advance to get information about Día de los Muertos, nobody answered the booking account, by phone they were not helpful, they give all the information wrong. Concierge needs to be improved. We didn’t have water and the receptionist told us at 1 am, “sorry there are no bottles left” where you cannot drink tap water in Mexico. Hopefully the security guy helped us and brought us some bottles. Appart from the security, bellboys and servers, the staff is not helpful and very friendly.

The location is ideal, 5 minutes away walking from the centre. The Hacienda is full of charm and authenticity. The rooftop terrace is beautiful, specially in the evening/night. The beds and pillows very comfortable. Very quiet at night.

Breakfast was included in our reservation. When we sat down for breakfast we were informed there was a brunch for that day and all the different dishes with no explanation about pricing. When we were finished, they brought us two bills, one with no cost (it corresponded to the included breakfast) and the other corresponding to the brunch with a cost we were supposed to pay there and then. We were taken by surprise as no one had explained that the brunch was independent from the breakfast we had included. The waitress apologised for not informing but no further attention was made towards us for the mistake. It was a pity to end a nearly perfect stay with our family this way, if it hadn't been for this detail it would have been excellent.

The hotel is very clean and presentable. The artwork is unique and beautiful. The staff is friendly and courteous.

We were charged for two breakfasts our first morning at the restaurant in the hotel. When we booked the room we were informed on the booking that breakfast was included and children are free. We discussed this with the front desk agent. She said she had to review the booking agreement. After reviewing it, she agreed to refund the charges but now that we are back in the U.S., we have yet to see the refund or any communication about the refund. If we are going to get charged for breakfast, please don't say on the booking that breakfast is included in the package purchased. Our bathroom was beautiful. The water pressure was excellent. We even used the jets with our bath. The only drawback was the slow draining water. Otherwise, we loved pretty much everything else.

The property itself was quite beautiful not that far from the center. Only stayed for a night since we didn’t want to travel to late from San Miguel de Allende to Guanajuato. Loved the boutique style hotel, with individualized spacious rooms, enjoyed the balcony and artisanal hand made soaps that they offer during our stay.

It would be nice if they took advantage of the space to place Live Music/DJ/Tailored Music Playlist on weekends and set up a small open bar with Signature Drinks and small shareable appetizers.

The property is beautiful. The location is perfect. The onsite bar and bartender were fun. Housekeeping was great.

Front Desk staff could be more warm and friendly.

The location was excellent and it was always clean and tidy.

The room was very dark and all the bedside lights were on the one side of the bed making it difficult for the person sleeping on the other side.

Excellent location. Walking distance to many restaurants, art galleries, museums, shopping. The food at the hotel was excellent. All the staff was very attentive. The room/bed was very comfortable.

The Hacienda El Santuario was a nice find. We wanted a place that was central, but not in the middle of the noisy activity and never-ending parties around the town's central square. It's on a beautiful quite street, just blocks away from all the action. The setting is stunning, with all the touches of a colonial gem. Room was very comfortable, although the A/C didn't seem to kick out quite enough cold in this 90 degree+ weather (not an issue most of the year). The staff was one of the best parts: extremely cheerful and helpful with great tips. Thanks!

Location. It was a few blocks from the city’s center. The room was spacious and comfortable.

It could be noisy since it’s in front of the courtyard and the windows and doors do not have insulation. The bathroom door is very hard to close; and when it closes it snaps very loud. There were hairs in the shower’s stall.