Fairfield Inn & Suites Queretaro Juriquilla

The best hotel breakfast I've ever had, and the location made it easy to get to lots of places. The room and hotel were very clean, and I appreciated that the friendly staff spoke English. The bed was painfully hard, like sleeping on a rock. The gym has no cleaning supplies, so there's no way to wipe down equipment between users. I also missed having a refrigerator in the room to keep water cold.

The staff were great, and there are restaurants and a grocery store nearby. Breakfast was solid, with tasty traditional Mexican dishes as well as eggs and waffles for picky Americans.

The room was clean, so housekeeping at least did its job. But the hotel's handling of our ride to the airport turned our departure into a costly mess. My brother had booked a room for us for the night before our flight home and asked the staff to arrange a taxi for our family, including my parents and sister. Their taxi arrived on time. When my husband and I came down with our two young daughters at the agreed time, there was no taxi. I asked whether it had been ordered because it was already late. A staff member said it was outside and pointed to a car in the lot. It was clearly parked there with no driver. I checked, went back inside, and the man at the desk came out and confirmed it was empty. He walked across the lot, told me to wait, then went back inside and never reappeared. We waited more than five minutes before the taxi finally arrived, over 15 minutes late, before we even loaded the bags. We paid for the ride to the airport but were told we couldn't check in for our flight. Now we have ticket issues to pay for, another hotel because of the missed flight, and two extra taxi rides, one from the hotel to the airport and another from the airport to the new hotel. We'll also cover another day's food and parking at our home airport, and my husband will miss an extra day of work. Their mistake and poor service have cost us hundreds of dollars. The front desk later claimed the car had been there the whole time, even though staff had seen it was empty. They offered a room at full price, but we declined because we didn't trust them to help us.

The front desk agent handled my check-in smoothly and was excellent. I only stayed one night last week, though, and the state of the room was awful. Dust and dirt ran down the corridor and into my room. The room was filthy, with towels stuffed in the vanity and long hairs throughout the shower and bathroom. Even the toilet roll holder was coming loose from the wall. I sent photos and a note to Ana Karen Estrada, who apparently runs hotel operations. She replied with a generic message and hasn't responded since. That silence says a lot about how the hotel is managed.