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“Way Overpriced”

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El Santuario Hotel And Spa
Ranked #6 of 14 Hotels in Valle de Bravo
Reviewed January 10, 2011

This place is a joke! Apart from the views, which I have to admit are spectacular, it has to be the most overpriced hotel I have ever visited, with the food in the restaurant being of very poor quality. It seems to me that the owners are trying to run a business on as little as possible and are reluctant to invest any funds bringing it up to the standard as advertised. Do not waste your money.

  • Stayed: December 2010, traveled as a couple
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7  Thank champagnesupern0va
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Santuario2, General Manager at El Santuario Hotel And Spa, responded to this reviewResponded June 4, 2011

Dear Sir,
I would like to inform you that we recently changed administration and with this several heads of department. We have a new Chef in the Restaurant as well as manager. In the past three months we have invested a large amount of money in the facilities and equipment, as well as, training programs for all our staff levels. I sincerely hope you give me and my staff the opportunity the serve you again and I am convinced that your experience will be a wounderful one.
I send you my best regards,
Dieter Jakobsmeier

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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52 - 58 of 412 reviews

Reviewed June 8, 2009

Our friend and us stayed for 2days 2 nites with the intentions on staying for one more nite. the treatment was horrible. the staff was not cooperable. the valet service was aweful. they were suppose to be watching your vehicle but in turn our truck came out with a big dent. there spa did not keep there word. we had 4 rooms total. because of the treatment we received we decided to go back home instead of spending more money on a hotel that gives bad treatment to there customer. the restaurant was not worth the money you spend. would i recommend this hotel . MY ANSWER IS NOOOOO

  • Stayed: February 2009, traveled with friends
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4  Thank momortiz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 11, 2009

Great view, very nice bedsheets. Staff was fine, courteous and helpful. That's about it. Stayed in one of the two Master Suites. Very expensive. Why would you have a master suite next to an equipment room, with a noisy pump or transformer coming on every half hour, even if it's just for a couple of minutes (especially during the night). Very uncomfortable room. Not a decent place to sit with appropriate lighting to relax and do some reading. Furniture is pathetic, old, looking unclean, very uncomfortable. Website shows plasma TV on wall in master suite. The old model TV in room was as bad as the reception. Muggy feel to room because of in-room pool (no AC of course). Improves at night when they shut off the system. Very noisy, poor sound insulation all around.
Booked a two-night package. Left after first night and returned to Mexico City. Grossly overpriced. Would never go back.

  • Stayed: January 2009, traveled as a couple
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4  Thank mexgro
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 5, 2008

The surroundings were stunning, quick, efficient, polite, doting service. We were there for a business retreat and put into the wrong room. The first room we had did not have an heated indoor pool. The second one did. The food, for the most part was good. We did not use any of the other services, so we can't comment. The rooms all have a view, but seem overpriced. The pillows were divine as well as the sheets! High quality here. Overall, a wonderful stay. Word of caution... if you aren't active, don't go as it has a lot of stairs to climb. It is a place to relax and enjoy life, but is not for those who don't move about too well.

  • Stayed: October 2008, traveled on business
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Thank ATravelinTexan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 14, 2008

Terrible hotel. They charge as a 5 star hotel but the service is as a 1 star hotel. It is not worth it. Too expensive for nothing.
We went there for our aniversary and wanted to have some relax but we were stressed out for everything.
The rooms are too hot with no AC, the pool is freezing, the window doesn´t close at all so mosquitoes can enter to the rooms, it is very noisy, the bed cracks, they do no t have sevribar as it says in the website, the spa is nothing spectacular and the worst service ever.
In the spa they offer to take care of our belongings and when we wanted them back they lost an earing and all we got from them was "sorry, we will find it and send it back to you". Of course that if they didn´t find it in 2 days with me making pressure on them, they are never going to find it. We had to fight 2 entire days in order to get something for the lost earing. It was very unpleasant and disgusting.
Never go back again.

Stayed: April 2008
3  Thank MPCMexicoDF
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 20, 2007

Wow! What a place!

I was a little nervous after reading some of the old reviews posted on TripAdvisor, but things have definitely changed since the other reviewers stayed there.

This hotel is one of the most breathtaking hotels I have ever seen. My wife and I stayed there for a romantic escape without the kids while visiting family in the area. This is natural, rustic luxury at its best. There are views from everywhere (including the shower and the WC!). The pools in the room are the perfect temperature, and just right for relaxing in private any time of day or night. You can slide back the glass walls of the room to make it completely open air (although there are mosquitos at night). All rooms seemed to have views of the lake, and the town on the other side. The staff were perfect; so friendly, and attentive, but not overbearing. This is not the Ritz or the Four Seasons, and thank goodness! Who wants a waiter breathing down your neck wile you eat. All of the little details are there. The ambiance music is great, the fountains everywhere are beautiful, the little "out of the way" areas are great for relaxing, the architecture is great, the hand carved furniture was unlike anything I have ever seen, and there is even a stained glass dome by some famous Italian artist.

There were some areas that were in need of a refresh, but there were armies of staff everywhere working on cleaning and fixing everything. It really seemed as though the hotel is really trying to take care of the issues others had experienced in the past. They were building a new 'Temazcal' which we were told is for some traditional treatment, and that would be open soon. We are looking forward to doing this on our next visit. The Spa was unreal. The little details of flower petals in the treatment rooms, aromatherapy oxygen treatment before our regular treatments, and the locker rooms were amazing (although the locker room carpet was showing some wear). The therapists were so gracious and professional, and the 'Timatonga' treatment was out of this world.

The food in the restaurant was not as good as I would have expected for a place this great. There was not any real 'local' feel or fresh exotic ingredients, and the choices were kind of ordinary. What was amazing was that our waiter 'Fabien' offered to make us something on his own that was off the menu. He prepared an amazing pasta with mushrooms at our tableside, while talking with us about the local area and keeping us entertained. So in general the food was just ordinary, but the service was just right.

One last little note, you have to try the local signature soaps in the rooms. Ours was chocolate and mint, and I was told that there were a number of others. It was too bad that you couldn't buy them in the little shop (which seemed to be closed a lot).

All things considered, this place is exactly what we look for in a romantic escape. It is beautiful, private, friendly, cozy, and luxurious without being pretentious at all. If you are looking for the Four Seasons, you will not get that at all. This place if for people who are looking to be 'changed' on their vacation, not just those who are looking for a little mint on their pillow 5 times a day.

Thanks to Alex and Christian at the front desk for their help translating to English for us, Fabian in the restaurant for being such an entertainer, the massage therapist who’s name escapes me for the memorable treatment, and everyone who made this a great stay.

The General Manager was out of town while we were there, which was too bad. I would have liked to tell him how great his staff was, and that we can’t wait to go back.

  • Stayed: July 2007, traveled as a couple
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7  Thank ET88
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 15, 2007

This hotel has terrible service, cold freezing in-room pools, even if you complain the pool has no hot water installation, it is impossible to fix, no water pipes installed in the room.
Pool is almost inside the restaurant, how pleasant is that? Eating while watching some fat woman putting sunscreen on her, kids running, playing ball. Hotel is full of insects everywhere, room service gets cold to your room. I would never stay here again!! So many options in this beautiful place. This place should be charged for even offering a spa which is privately owned (its not owned by the hotel) so service is also terrible. I cut my foot with a sharp edge marble on the floor. All the employees hate the hotel outfit so they all dress like civil, you would never know who works or not works at the hotel. Bad, bad, bad...I just found out that the drainage of the hotel is being dumped directly into the lake.

  • Stayed: November 2006
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11  Thank vallesano
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about El Santuario Hotel And Spa

Address: Carretera Colorines KM 4.5, Valle de Bravo 51200, Mexico
Location: Mexico > Central Mexico and Gulf Coast > Estado de Mexico > Valle de Bravo
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Romantic Hotel in Valle de Bravo
#5 Spa Hotel in Valle de Bravo
Price Range: $220 - $404 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — El Santuario Hotel And Spa 4*
Number of rooms: 64
Official Description (provided by the hotel):
We are a Hotel Resort & Spa under a concept where guests will find themselves in an atmosphere of tranquility, relaxation and peace. Each area of our hotel is specially designed to achieve a disconnection with the city hustle and achieve the fullness and rest that they crave. Our staff is qualified with the best practices to make your stay an extraordinary experience and achieve enjoy a connection with nature, the lake and appreciate the energy emanating from the mountain where it is built. ... more   less 
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Also Known As:
El Santuario Hotel And Valle De Bravo
Hotel El Santuario

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