Hotel Cerro, Autograph Collection

The manager Matt chose a great team to run this hotel. Izzy at the front desk was more than helpful for the two nights we stayed for Independence Day weekend. She was patient even though my family and I had weird request throughout the night for extra towels and blankets. She rushed them up herself when the cleaning team was busy with another room. Hugh, Jesse, and Sam in valet were very professional and had no issue driving my manual Dark Horse. The room was beautiful and I had to check twice that we weren’t at a 5 star hotel. So clean! Of all the hotels we’ve stayed in the world, this is the only one in the top five that is a 4 star hotel. The only issue we had is with the WiFi and getting the TV channels and apps to work. Hopefully these will be fixed next time we come by. Thank you Hotel Cerro from our family and doggos.

Hotel CERRO is a beautiful boutique hotel. The suites are lovely. Perfect location!

We stayed here for 4 nights for hubby’s work. Its our first time staying here. We were upgraded by the front desk to a loft room. We were impressed with the room. It was huge with vaulted ceiling. Room comes with mini ref, hot water kettle for drip coffee, huge tub, rain shower. The room comes with light breakfast coupon, 2 drinks and $30 voucher for their restaurant. The hotel is centrally located in the center. On one side is the higuera st where the farmers market is held every Thursday night. The mission church is just a 6 min walk and it’s surrounded with good restaurants. They have a nice pool in the rooftop with a good view of the surrounding hills. Parking is valet. All staff were very welcoming. We would definitely comeback on our next visit to SLO.

Great stay Beautiful hotel in a great location for walking downtown San Luis! The restaurant has great breakfasts and in the evening a very nice bar!

First and foremost, we have historically been loyal customers and ambassadors of Hotel Cerro - one of the nicer Bonvoy hotels in the area (We have had Titanium/Ambassador level for the last several years during our stays here). Yet despite countless follow-ups with the property and myriad lies and deceits (see attached pictures as evidence), they lack accountability and are borderline fraudulent. I suggest you stay away from this establishment, despite how much my family has enjoyed staying here in the past. What happened: My wife, baby, and I stayed at Hotel Cerro for a long weekend (two nights). While we redeemed points for our stay (60k a night, roughly 500 dollars worth of points/night), the published rate for the weekend was close to 800 dollars a night. You would expect close to 5-star service for such a price! On our first night, the room had no heat (the outside temperature was in the low 40s). When we entered it, the room temperature was 57 degrees and hovered around 59 degrees throughout the night. This temperature is dangerously cold, especially for a one-year-old. We looked at other accommodations, but there was little availability. Probably due to the temperature, he is now extremely sick, and we had to visit urgent care as he has a very high fever. When we called regarding a space heater or a room change, we were told that no rooms were available, and the code/safety did not allow them to provide us with one. However, for some reason, one was provided the day after (though they said it was illegal originally, so that is why they couldn't provide one the first night). Even with the space heater, the room was quite a bit cold - hard to get above 63 degrees. What a poor experience... It gets a lot worse. Despite multiple follow ups and empty promises by management, they have not refunded us any fees or points. See emails below. Jan 24: "To make this situation right for you, I'm going to issue a points refund for your stay with us as we value your loyalty to the hotel, as well as Marriott too, but also for your understanding through this very difficult situation. I'm personally processing this refund to you immediately." Jan 31: "I don't have exact dates when Marriott credits points back but everything was approved on our end and should be to you in the next few days if they haven't already. Sorry for the confusion but they should be on the way to you." Feb 7: "I'm sorry for the delay in getting back to you. I have already issued the points pack to you on the 31st, but they were pending an approval. They will be approved and credited to your account today. Again I apologize for the delay." If you guys aren't going to make this right, just be forthright about it. What a joke. I was proactive in following up with you (customer service dictates you should follow up with me). I followed up 6 times... Half of them were ignored.