Hotel VIVE MX el marqués Querétaro, Trademark by Wyndham

On 12/29/25, we were told breakfast wouldn't be served because the chef hadn't shown up. That didn't match what we saw: we could smell food from downstairs, and in the lobby there were stacks of hotel plates and cups and other guests eating. We asked them about the food. They said the hotel had provided it, then spoke with the receptionist for us because my family doesn't speak Spanish. They translated that we hadn't reserved breakfast in advance. The receptionist was Itcel, the same person who had told us the night before that our booking included breakfast. We booked through the Wyndham website, which offered no way to reserve breakfast ahead. We had chosen the hotel for an easy stay where breakfast wouldn't be a concern given its location. In my opinion, giving us two different explanations within an hour was blatant lying and unacceptable. It felt discriminatory because the other guests were of Hispanic descent and my family isn't. We only found out breakfast was available because they told us. We'd already decided to move hotels, as originally planned, after what happened at check-in on 12/28/25. My family and I arrived with two separate reservation numbers, but the receptionist said the second one had been cancelled. We went to the room to check, and found the reservation was still active. By the time we located it, too much time had passed to cancel, so we lost points on that reservation because staff couldn't find it. We then spent extra time and money on food and Ubers after moving. This was by far the worst hotel experience of our Mexico trip, and my first stay at a Wyndham branded hotel. The service was completely unacceptable. Gaby was the manager on call, but wasn't around while we were trying to sort things out with the receptionist. I only spoke to Gaby as we were leaving.

We had a quiet, happy night. The room was beautiful and very comfortable, and the staff were attentive. There's secure parking, and the location makes it just 5-10 minutes to the city center and the arches.

I only stayed one night, but the amenities were all good and I had what I needed. The main highway is close, so trailers can be noisy. I'd suggest providing earplugs, and bringing your own is a good idea. I had trouble getting the saline solution.

I didn't stay here myself, my husband and best friend did. Jonathan at reception deserves a big thank you for his attention, commitment, and kindness. He followed up on requests with real empathy, and helped me arrange a surprise for my family. It all went perfectly, and made this a wonderful experience. Thanks so much from the bottom of my heart. Blessings.