Hotel Castillo Santa Cecilia

The room I had to myself had a huge window onto a balcony. While I was watching YouTube, the window slammed as if someone had punched it, but nobody was out there. I also heard whispers and keys jingling through the night. It was actually fun, since I'd never had a paranormal experience before. The place is definitely haunted! We first got a really filthy, moldy room, but while we were away the staff moved us to a cozy VIP suite with about three rooms, a bar, and everything. I stayed here with my family about a year ago. Great hotel, 4/5!

The restaurant was the best part for me, with great food and attentive service. The exterior and common areas also look lovely and well kept, with a charming castle feel. The check-in was unacceptable. I got a room different from the one I'd reserved, and when I brought it up, staff were rude and said I could take it or cancel. The room was dirty, with unmade beds, filthy floors, and an unflushed bathroom. I complained and waited an hour for another room, only to learn there had been other rooms available. That second one was only superficially cleaned, and the carpets looked untouched for years. The rooms are dated, and the carpets looked neglected and unclean. I can appreciate colonial style, but the TV didn't work. I don't care much about TV, but it points to poor maintenance. Staff seemed indifferent to us because we spoke Spanish, while they were noticeably friendlier to guests who looked foreign. It was a disappointing reflection of gentrification in the city. Management seems more focused on cutting costs than investing in service and upkeep, and the lack of initiative and professionalism worries me. I won't stay again. Next time in Guanajuato, I'll pick a similarly charming hotel with better ratings. I might come back for the restaurant or to take photos, but that's it. I hope management hears this and makes real improvements.

The Hotel Castillo is an actual historic castle, and its location and atmosphere are hard to beat. Check out the history and vibe if you stay, but be ready for a bumpy experience. Customer service was terrible. Staff weren't prepared, different teams argued with each other, and management was ineffective.

I haven't stayed at the hotel yet. We had lunch at the Castillo's restaurant. Our server was attentive and gave us good service, but I was disappointed they didn't have steaks. The rice was dry, and the beans needed more flavor.