Hotel Hacienda Los Laureles - Spa

This will be our last stay here. Despite the premium room prices, basic service was missing. We tried to order drinks at the restaurant and were turned away, even though we had coupons for free drinks. Staff said they were short-handed and wouldn’t honor the coupons, but they were taking orders from people who would pay. It felt like a scam. The manager on duty was rude and said she couldn’t help.

We paid 1470 USD for a three-night NYE 2026 stay, and it was horrendous. The pool was described to us as heated, but it turned out to be solar powered and extremely cold, which other guests confirmed. One front desk woman was very rude and unprofessional, ignored a minor genuine request, and didn’t follow through on what the hotel had offered. Octavio was pleasant and professional, but didn’t do anything to improve our stay, even though he said he’d raise these concerns with his higher bosses. Octavio acknowledged this was a 5 star property and that guests expect basics like a 24/7 front desk, vending, or coffee in the room. None were available. One night a guest with diabetes had a medical emergency, and there were no hotel authorities around late in the evening or at night to help. With no restaurant or in-room tea or coffee with sugar, the guest had to go to the hospital, and neighbors were disturbed. Compared with other haciendas on our trip, where everything was bellisimo, this place fell far short. I’d avoid this ‘fake hacienda’ and choose Fiesta Americana for more professional service.

The garden is beautiful, so make time to enjoy it. We held a weeklong conference here and the facility, food, and service were all excellent. Staff were very friendly. For getting downtown, you can call a cab, which cost about $5, or take the bus from right outside the entrance.

It was lovely to come back to the hotel’s garden and pool after time in the center, and taxis into town were quick. The grounds are gorgeous, but the rooms looked a bit worn and weren’t as plush as the photos suggested. There was no coffee or tea in the room, and while breakfast at the restaurant was fine, dinner wasn’t great. There also didn’t seem to be many staff around.