Rosewood San Miguel de Allende

Service: The hotel is frequently praised for its exceptional service, with many guests highlighting the staff's friendliness and attentiveness.

Imagine booking 5-star hotel with the reputation of the Rosewood and have them ignore and lie to you and not create a solution -nor apologize.  Our experience with them came in the form of ignored emails for A question that should have been easily answered, yet there was no communication for 5 days. With sending follow-ups emails. We sent the same question to varies other hotels and companies and none of them took over 2 hours (max) some as little as 20 mins to respond to the very same question the Rosewood ignored.  Unfortunately, our experience got worse as we tried giving them a call in which we were lied to saying that they had already responded and promptly hanging up. For me, this was inexcusable.  It was then the next day they answered our email proving that they had lied to us and didn't get back to us until that moment. They did not see any issues with the timelines nor the lying.  No compensation/gesture of goodwill was offered until prompted but even that gesture  (which required more money) wasn't commensurate.  We ended up cancelling out reservation with them entirely. (didn't apologize in that email) I'll quote the manger here: "we take pride in delivering unparalleled service, creating extraordinary experiences, and setting the benchmark for luxury hospitality in the region,” said Guillermo Varela, Managing Director of Rosewood San Miguel de Allende."This this not what we experienced. It wasn't handled professionally or well. I could think of a million ways this could have been handled differently and at every turn, in our opinion, it got worse. I just have to believe higher up management wasn't involved or consulted. Truly put a bad taste in our mouths for our 10th anniversary trip. Luckily, we stayed and told their competitor about our experience with them and they offered us a free spa experience for the both of us! Unfortunately, we will still tie this awful experience in with our anniversary and our trip to San Miguel.  Hopefully you won't experience this yourself. As this involved multiple people, this review is to call out the team and have them be accountable in some way because as it turned out, they weren't to us. We are still shocked at the service as we have never experienced this before and no longer put any stock into the Rosewood brand.

Beautiful resort, but beware of the lower levels due to cockroaches & spiders. My husband and I booked a 4 bedroom villa for the family for several days. It was lovely, but I wish housekeeping took care of the cockroaches in advance. The first night my husband and I couldn't sleep due to several cockroaches in the bathroom & bedroom we were sleeping in, and his attempts to remove them. A manager informed us she would work with housekeeping to remove them the following day. That did happen fortunately, but then we had numerous mosquitoes in the room as well as large spiders on the bedroom curtains. The manager mentioned housekeeping would help with that in the evening. Fortunately, there were no longer spiders the following morning. When we checked out we were charged for Raid, off spray etc on the bill. This perturbed me because of the principle. We spent a couple of thousand dollars per night on this villa, and the manager felt it necessary to tack on an additional cost to resolve issues that we shouldn't have had to experience to begin with. As a seasoned traveler, I can tell you that the majority of luxury resort/ hotels would try and make amends for a negative experience in addition to resolving the issue- rather than actually charge you an additional amount to resolve the issue.