Fiesta Americana Hacienda San Antonio El Puente Cuernavaca
Location #1 of 3 hotels in Xochitepec
Certificate of Excellence 2016
Summary of qualifications
"Very nice location, awful service"
We were in a table of 8 for early dinner. We ordered drinks, entrees, and main meals. The main meals took close to an hour to arrive with missing and mixed orders. The entrees (for three of us) only arrived together with main meals for other people. The worst came whem my wife was eating her fajitas and found a piece of wire in them. The reaction from the staff was not the expected one and although they mentioned the would not chanrge for her plate, when the bill arrived the wired plate was included!!
"Business training related"
From the minute you come thru the entrance of the hotel you are amazed at what you are seeing. A lot of Mexican history. The service, food and rooms are 5 star. A great place to sit back and relax in the peaceful surrounding around one of the court yards or the pool area.
"Beautiful place - terrible attention to detail"
I spent the September Independence Day holiday with my daughters at the property. The Hacienda has beautiful gardens and scenery- so nice that a wedding was organized there the day we arrived. The food at the restaurant was good.
The problem with the hotel is that their staff are completely unfocused in service.
3 examples : 1- there was a tray of room service left overs out of our room for over 24 hours. 2- there was a dead fish floating in one of the public ponds. 3- there was a
Drunk man sleeping on a couch in the common area of our building - he was a wedding attendee who didn't find time to get to a room and was left there at least until 11 am.
Most likely we will ever return - will keep going to the much better sister property Hacienda Galindo.
"Worst experience in Mexico"
In a few words outdated, terrible service, mosquitos, bad sleep quality. If you want the whole story, read it below.
High expectations of this hotel, and it was a terrible experience. Do think twice before you go there and pay that much money! We booked 2 kings and one double for one night through booking.com. Upon arrival we had to explain to Stephany the receptionist that we booked 2 instead of 3 rooms.
Arriving at my room (which by the way is outdated in furniture and a noisy A/C ) I was bitten by mosquitos (plenty of them) the ventilation roof was open and I could see all the tubes and roof above. Went back to the reception and asked for another room, there was no other king but they would fix it in 30 min. And indeed they put a cover in 30 min.
We went to the pool at 19 hrs, to get there you have to pass some construction. The pool area was nice, though not the cleanest anymore. Leftovers of food on the chairs. Which of course is the 1st responsibility of the guests, but with so many servants walking around you would expect some cleaning.
Next is the dinner experience, we opted to have dinner at the hotel, as there is nothing else in the near surroundings. The restaurant was not full and we waited some time that finally a servant came to get seated. Andres gave us the menus and we ordered the drinks. While we waited for the drinks, and ordered the food the weather was changing rapidly and they asked us to get inside (which was the best action of the whole evening from the staff of the restaurant). We went inside, and were placed together with a few other tables upstairs in a very hot and humid mezzanine. We waited for another 20 min to have finally the drinks. Took another 20 min to get the 3 starters. On a still empty table, no place maths, napkins or knives and forks. Instead of setting the table of all of us, they only gave the 3 that were having a starter knife and fork. We asked for napkins, salt and pepper, and for the 1st time out of 3 a bottle of water. One starter was empanadas Argentinas, other salad carprese, which was exactly 2 slices of tomato and 2 of mozzarella and a crisp biscuit of Parmesan cheese. The other salad (Campina) was alright in portion or taste. As the Carprese was so badly served we asked for more empanadas which was not possible as they were out of empanadas!!!!! Waiting for another 30 min after starter finished, asking if it would take long and for the 2nd time water we got finally the main courses. Penne pommodoro, breaded chicken breasts were good of taste and size. The lasagne was tasty but very small. The shrimps were burnt and a very small portion. Again no water and our beer was finished and nobody to ask. I had to scream, and as nobody was appearing my husband went to the servants downstairs to get some attention. Again it took time to get our tables cleans, none of them asking if we would like desserts, servants just disappeared. When they appeared again they only went to our neighbor table (a Mexican) and we were completely ignored. We went downstairs, paid the bill (without any tip) and went straight to the reception to give report about what happened. Roberto the manager was very sorry and wanted to give us a voucher for another day (which is not interesting for us as we're from Europe and would not come back). He would see what he could do and would come back to us the next morning.
Each of us went back to his room. Before even getting into our room, there was a lot of noise and we thought it would be our A/C as they are every noisy. As we turned it off and sat on the bed, they noise was still incredible loud and the bed and the wall were trembling. Back again to the reception and Roberto was so kind to come with us to our room and immediately arranged us another room in another building. Tired and already after midnight we moved to another room where the A/C did not work well but at least we could go to bed. Our friends had even a worse experience, as they were given a room above a place where a party was organized. They had to call the reception twice and finally at 2 am they moved the party to another place. (Why giving your guests room when you know there will be a party and noise??)
We decided to have breakfast there as one of us already had the experience that it was good there. Indeed it is, buffet with a big variety of Mexican and European style food and you can order eggs how you wish. All of good quality, nothing compared with the dinner the night before. Still the service is slow and not really efficient for the amount of servants walking there. With checking out, they took our luggage to the car and managed to "lose" my suitcase. Again, there are like 4 servants for valet and suitcases and they are not efficient or communicating with each other. It took 5 min to discover where they had put it, and no excuse of the inconvenience and that I had to run around to see where it was taken!
Roberto arranged that we were not charged for dinner or breakfast and our friends didn't pay for their room. Roberto was the only one with the impeccable service of a 5 star hotel that they claim they are.
"Beautiful location and perfect weather"
We came as a family trip, and the place is beautiful! It is a historic location, very well preserved and beautifully decorated. All the staff at the hotel is very friendly and helpful, and we got answered very quickly for everything we asked for. The only issue are the towels for the pool... You can hardly find people who are working there
The hotel offers many ways to relax, entertain and have fun. Stroll through the gardens and be amazed by their breadth and abundance. Take a dip in the pool, unwind in the Jacuzzi or simply take in an afternoon read at the Hortensia Buenrostro Library, an enchanting place where sturdy and comfortable chairs await. We have a game room for our guests entertainment in a family atmosphere with pool tables, ping pong and foosball.