Grand Guadalupe by Inmense

The lobby area was pleasant, breakfast was really tasty, and our room was clean. Juan de Dios was especially helpful, sharing information about places to visit around the city. The hotel is about 2 km from the central park, down a very pleasant street lined with food, clothing, and crafts stalls. The suite's wooden floor was quite noisy when we walked on it, and some of the furniture could use maintenance. For me, the good service and location are what make this hotel worthwhile.

The staff were very friendly, and I’d gladly return. The restaurant was closed because of the pandemic. It's an easy walk to the center from this convenient location, though there’s no hotel parking, so we had to leave our car on the street outside. Our room was very clean, with comfortable beds and plenty of pillows and cushions. The bathroom had two separate areas, one with a toilet and sink and another with a bathtub and sink. Both were ventilated toward reception. Our window faced the sidewalk, so we heard ordinary traffic noise. The wooden floor felt cozy, and an elegant chandelier provided the main lighting. The kids loved the loft bed, which reminded them of Heidi's house from the cartoon. The room's screen had no signal when I checked it, but we weren't planning to use it anyway.

The front desk staff I dealt with at different times seemed to have a very limited idea of what high-quality service should be. Internet was generally around 1 MB, and the signal in our rooms dropped so much that we couldn't get online. My cell service there was already very poor, so that felt unfair. The included breakfast was poor quality and felt like what you'd get at a three-star hotel, with average service. We stayed three nights as a family. On two of them, we had to run the water for 15 minutes before it got hot, and one night it never did. The room pillows were 18 cm thick and made sleeping impossible; after many attempts, we got them replaced. The sinks were clogged and seemed to need maintenance. After brushing our teeth, we had to wait for the To Do list to clear. This hotel calls itself a boutique hotel, but the rooms mostly reflect what I paid. I expected an exclusive experience, with services like a spa or boutique-level housekeeping, rather than the three-star hotel I felt it really was. If you're coming to a colonial town to relax in a boutique hotel, this definitely isn't the place for you. I doubt the owners will read this, but calling it boutique to justify the most expensive rooms seems unfair and confusing for customers. My family and I won't return.

We had two comfortable rooms, each with its own bathroom, plus a small sitting area. The location is great, and the staff are very friendly. Breakfast is included in the price, and the homemade jam was exquisite. An extraordinary hotel.