Review: Rosewood San Miguel De Allende, Mexico

"but can someone explain to me why virtually all hotels in Mexico require you to disinfect your shoes prior to entering as part of a coronavirus protocol? I asked a tour guide about this, and his explanation was that it’s in case people spit on the street and then you step into it. Unless you have a shoe-licking fetish, I still don’t think that’s how coronavirus spreads."

Hahaha. Mexico has the worst COVID theater of anywhere I've been during the pandemic. I don't actually think there's any rhyme or reason to it, it just has become a thing. You have to walk through those special "foot disinfecting" mats, sanitize your hand, and have your temperature taken by some random spot on your arm (highly inaccurate) before you can enter anywhere.

The place we stayed in Medellin this summer had those shoe mat things as well. Never had seen them before!

There are a number of things that Latin American countries are doing under the guise of COVID that make little or no sense. The shoe disinfection bit is absurd - it will do nothing at all. Costa Rica is an example I'm familiar with: they've had lockdowns for 2 years, absurd curfews (as if COVID comes out after 6 pm), requirements to wear masks AND face shields, etc - and their case rates are appalling. I can't recommend going there right now, btw. Their current government is a disaster.

Back to Mexico: this was another well-written and enjoyable review. The hotel appears to be gorgeous, but I can relate to Lucky's service frustrations. One or two of them can be easily overlooked, but this appears to be a pattern, which is not good for a hotel that charges this much for a room and for services. I also would expect a lot more. Seems to be an abuse, IMO.

I stayed at the Rosewood last year also in a rooftop colonial king and I think you just kind of got screwed on that particular room. Ours had an enormous terrace with great views but was otherwise identical. Fortunately we didn't have the issue with any conferences or events you had, but we had other service issues as well that ended up getting us upgraded to a very nice suite our last night. The air conditioning made crazy noises all night and it took about four attempts to get anyone to acknowledge, understand, and deal with it.

I also just stayed at the Belmond Casa de Sierra Nevada a few weeks ago and it has a completely different vibe. Much smaller property with I think 37 rooms spread over a handful of old houses/mansions. Much more intimate and cozy in every aspect. The rooms I toured had a more unique feel due to the layout. They had a similar issue you experienced at check-in though where they did not acknowledge the virtuoso benefits for the booking, so I didn't learn the property credit only applied to the spa until check-out.

I think you were just unlucky on your short visit and both are great but not perfect hotels in a very neat city.

I do love Rosewood and generally speaking, their properties are fantastic. I have been hearing similar complaints about service though at several properties, most notably Little Dix. It does make you wonder how much of it can be blamed on the pandemic and a lack of staffing/hiring new staff...

I went to the Rosewood a couple of months ago, but just for the Covid test. The airbnb’s in SMA can be stunning and come with staff, almost like a private bed and bath. I hope your rental was a much better experience. Also, for hotel options, the Live Aqua is gorgeous - but similarly is going to be a conference and wedding hotel.

Looks nice, but I'm waiting for Hyatt's Unbound Collection hotel to open up for my visit to the area.

I was in the country of Georgia this fall and they had them too. No one used them, I mean everyone stepped over it. Pretty funny.

Lol I just spent almost a month in Mexico. Staying at decent hotels and airbnbs utilizing points where it made sense. Two peiple remind you. Spent about 2100usd. Including flights and car rentals. Don't need to spend 500$ a night in Mexico to have a great time. That's almost to the point of being moronic. Then to top it off..... The hotel is not that great.

What an extortionate rate

So many better opportunities in Mexico or San Miguel

Any reason you didn't just take an Uber? They appear to be running in San Miguel. Did you encounter problems with them otherwise?

Ubers can be unavailable or very far away in SMA, or even right down the street - it’s all over the place.

I studied my spanish at SMA. Rented a house in Centro designed by architect and was amazing. It was 20 years ago with music from Cafe Costes in the courtyard of nearby hotel which may be the other hotel of which you speak. Lots of Texans and Oregonians (gringos) retired living there. Your hotel prices seem very high but once is enough in SMA - as its very difficult to fly into Leon and car service to SMA. Interesting read though.

I think the biggest benefit of a "rooftop" balcony isn't that the views are inherently better or that it gets more sun (that's obviously a function of the orientation of the hotel and time of year), it's that no one at the hotel is looking down on your balcony affording a much higher level of privacy.

I went to the Rosewood a couple months ago, and also had a couple bad experiences. My card was cloned at the taps bar; I realized that because I kept getting charges coming from there. I had to cancel my card, AMEX didn’t recognize the charges, but still is annoying to lose a card in the middle of a trip.
The tequila bar made the same charge 3 times. By the time I realized that, the charges had already gone through and approved by chase. I had to swallow those charges since I didn’t wanted to get my card cancelled by Chase during my 2 months trip.

May be awhile, as construction as been SUSPENDIDO by the city for over a month due to height and other violations.

To complain about conferences and the hotel cutting off services? Come on, that could happen anywhere including a Ritz or Four Seasons. They're paying way more than your little $600 lol. It sucks but when it comes down to it, HSBC is paying a ton more than you. They're spending more at the hotel, more for food and drinks. Don't want to deal with it? Book a airbnb like others have said, or buyout the hotel for a few nights like royalty haha.

@ Alonzo -- You don't think it would be polite for the hotel to at least inform guests in advance what time outlets are closed for private functions, so that we can plan around it?

First I love your columns because even when I think you are being too fussy, you’re such a great storyteller that you’re forgiven!!! We just got back from A month in San Miguel de Allende. We ate at Rosewood a bunch with the local ex-pats but you are so right about it being corporate. Same with Aqua…. Uber works great there as long as you’re not too American on timing-what a magical city! Renting a house is the way to go!!!!!!

Shame was service wasn't up to par. The hotel itself looks beautiful.

Nope. Do they inform guests when weddings or other events are happening and when things will be closed? That's never happened in my experience at any level of hotel. Like I said, indicating otherwise would suggest you're the only person at the hotel. Or that you matter more than a large group or event.

It always amazes me how a hotel room built or renovated in say 2011 can feel outdated in 2021. And I don't mean just an old TV, but like wear and tear. I think most hotel owners are cheap and do not buy quality furnishings or decor because private residences have furniture that are antiques and look amazing. Sure, lower end hotels may get more wear-and-tear because of luggage, etc. but hotel furniture just seems cheap and not made to last more than 5-7 years.

@Alonzo yes, they absolutely do. I have a booking at Dorado Beach in late January and they just sent me an email informing me of a wedding that will interfere with a fun small dinner we were planning. They've already re-accommodated us elsewhere. I had a similar thing happen with Rosewood Mayakoba in the past. Ben is completely right here to say it should have been acknowledged prior to the stay, or at the very least give them some sort of F&B credit to make up for not being able to use facilities. That's what you're paying for after all, so to not be able to use them looks bad.

Has nothing to do with the hotel. It's guests beating the shit out of the decor. Why buy quality when 99% of guests don't know how to treat a room that has $10,000 worth of furniture in it? Most people don't even know the hotel bed they're sleeping on costs a few grand.

I've stayed at two Rosewood's now (London and Abu Dhabi), my sense is these are beautifully designed hotels but way overpriced for what they are.
They are pricing at Mandarin or Four Seasons levels but offering service that at best is on par with say a Ritz Carlton.
If they priced the same as Ritz Carlton's then this wouldn't be an issue but alas they don't...

You're talking about something you booked/made reservations for. Not a impromptu sit down at a restaurant or pool. People need to stop acting like use of amenities is guaranteed. You paid for a room rate. Use of the amenities is never a guarantee for whatever reason. I was just at the Conrad in Punta Mita and they had a large wedding. Was I told about it? No. The hotel doesn't have to. Would it be nice? Sure. But you are a guest, a low paying one at that. Weddings/events take priority my man. Big bank take little bank.

My Mayakoba reservation was not. They reached out to me about a month beforehand to let me know a wedding would be taking place. They asked if I wanted to change rooms to a quieter part of the hotel and advised that some of the F&B outlets would be limited because of it. It made a huge difference in my stay there as we knew what to expect, versus finding out on the spot that you can't go to XYZ bar/restaurant. I do agree with you that the use of amenities/outlets is not guaranteed, though many luxury hotels specifically list them as "complimentary" inclusions/amenities on your reservation confirmation. This is why people expect them and get ticked off.

Must say that this is one of my favorite hotels in Mexico. The architecture is so authentic and original, the rooms are great, the roof top bar can not be beat and the outdoor pool is super glam. Food, booze and service were all great too the two times my partner and I have stayed there. Can't wait to go back.

You think the best Ritz-Carltons are inferior to a Mandarin Oriental? I agree that the Four Seasons is the best luxury chain, although I would put them in a tie with The Peninsula.

I think in terms of service and price yes
I don't think Ritz Carlton is a bad brand but there's a difference between a BMW 7 series and a Bentley
Rosewood prices like a Bentley when it's a BMW 7 Series in terms of service
Ritz Carlton prices appropriately for the experience and service
Rosewood does not

This hotel has a beautiful setting, but the service and management suck. I stayed there once and never again. There is little transparency as to which room category is which, so you may pay a lot and end up in a shitty room, etc. Also service as you well point out is lacking in every way, especially for this price point. On our departure they charged me arbitrarily 40 dollars for hangers...they said we stole 2 hangers...I told them to check the cameras as we were not even carrying suit cases that could fit those range sizes.
In all be weary of this place.

It is such a shame that the service here is, at best inconsistent. A hotel that brands itself as 5* should be impeccable.
I know this property very well and have stayed here a few times and felt disappointed! I also stayed in San Miguel 5 months and joined the gym which gave me access to the spa area and pool. The Spa staff were great but the pool...oh my! I recall having ordered a mezcal on ice and it took the waitress 33 minutes to bring it to me! At 15 minute mark I reminded her of my order and she replied it was coming . Note this was at the height of the pandemic and there were about 15 guests at the pool , if that! When presented the bill I told her it was unacceptable to wait 33 minutes for a simple mezcal on ice at a Rosewood. She replied "Ok I will tell the barman to hurry next time". Oh. O.K. not even an apology or attempt at service recovery!
Somehow that reply got me furious and I went to complain to the manager on duty. No attempt again for service recovery but he did apologise and provided me with his business card. Incredible.
I visited and stayed at many local hotels and I would never recommend this Rosewood. The Belmond is far better and the service is consistently excellent. In speaking with many of the hotel staff at different properties, I noticed many of them "used to" work at the Rosewood and had left. It seems there is a problem here with staff retention and they do not necessarily hire the best qualified candidates any more since no one wants to work there from what I have gathered.

Outside the gorgeous views at Luna bar, I really dont think it is worth spending a penny at this property unless they lower their rates . You were right to rate them 3.5 stars and again I think thats generous!

During my 5 months there Uber was not available 2/3 times! Not very reliable especially if you need to catch a plane or a bus to other destinations!

During my 5 months there Uber was not available 2/3 times! Not very reliable especially if you need to catch a plane or a bus to other destinations!

Stayed here last year and did not have any of the issues you mentioned. I've also read the Belmond is not very nice and the Rosewood is by far the top property in the city.

I recently visited SMA and have heard a lot on the new Live Aqua hotel being ranked as one of the best in the city and it definitely blew my mind as it is an amazing hotel, definitely competing for the best hotel in town; it is on the opposite side of the town but still walking distance. Best of all, rooms are incredibly decorated and restaurant options are very nice with top notch food…also the tequila bar is a must go.

I was in SMA last month but stated at Hotel Matilda (voted best Hotel in Mexico for 2021). It is a small boutique hotel and we'll appointed with good service. It's just around the corner from Rosewood so we wanted to have sunset drinks on rooftop. Just getting past the hordes of SUVs full of conference attendees into the lobby was enough. Then upon entering the rooftop you are greeted by a woman with a clipboard at a cheap folding table taking names for waitlist. After 30 minutes of her not seating anyone, we gave up...I'm sure my name is still on the list, ha! I guess I should have told her we wanted sunset that day and not three weeks later. It was a zoo. The Rosewood in Santa Fe is much nicer with understated elegance. Ubers are feast or famine in SMA. But my partner speaks Spanish so we got the personal info of the first driver and called him privately throughout the week. Fir a treat go to Santisima Trinidad north of town. Beautiful vineyard with Hotel and restaurants...had the perfect 3 hour lunch there.

This review is excellent and thorough. Seems fair and changed my mind about trying a stay there.

Very well played getting that comment in first.

Ben, pls visit the rosewood in Tuscany, you will be in for a treat!

The Belmond in San Miguel is lovely and service was perfect. If you aren’t staying there I agree that the rooftop bar at Rosewood is a must do.

Mistakes were made indeed but you should stick to hotel chains with loyalty programs and not hotel groups. Staying one night only leaves little room for making up to you any sort of faux-pas. Also, your questioning of the sanitization of shoes process was unnecessary and felt culturally-insensitive.

Based on ulterior reviews, I'm thinking that if you had stayed at a Ritz or else and received suite upgrades due to your status (which seems to be the way for a good review from you), your review would have been far less loaded, even with a business group in-house.

Your airlines reviews feel way more accurate, stick to that.

Your review is right on point -- except for one thing.

"This a random tangent that has nothing to do with Rosewood, but can someone explain to me why virtually all hotels in Mexico require you to disinfect your shoes prior to entering as part of a coronavirus protocol? "

It's not just a hotel thing. The disinfecting mat is one of the sanitation protocols the government has imposed since the beginning of the pandemic. All businesses, ranging from organic grocery stores, beauty salons, dentist's offices, and banks to Costco, Walmart, and Liverpool, government offices, and just about anywhere that people walk in off the street are required to have that mat. You may go to a shopping center and find yourself having to go through the temperature check, shoe mat, and offering of hand sanitizer at each store you enter. Establishments which don't follow that protocol risk being summarily closed and/or fined.

"culturally insensitive"...I don't think you know what that actually means. If anything, it would be hotel-insensitive since Lucky was asking in relation to the hotel, not to Mexico. I'm as blue as they typically come, but get a grip. You must be offended literally *all* the time if this is the sort of thing you focus on.

I live above the Rosewood and find them very annoying with there loud events and lack of consideration for the community. I have walked past the hotel in the evening and music blasting out so loud I could not talk with the person I was with for 2 blocks.

Thanks for the review, Ben. My family has lived in SMA for 30+ years, and your review rang true in many ways. A few comments:

* The shoe sanitation thing is hilarious and all throughout Mexico. To a degree, it actually existed before COVID, but it's been stepped up since the pandemic to be close to 100% of all places. Everyone has their own explanation. I've heard the spitting on the street one, among others. It's comical hygiene theater. I just walk around them. At least you & your luggage didn't get sprayed with disinfectant head to toe, as has been going on sporadically.

* The shower head thing is a real problem in SMA. The water base there is extremely "hard" (I think that's the right word; means it has a TON of minerals in it). Shower heads and faucets spray all over the place because they get clogged. What it means is that while Rosewood water is for sure purified, they didn't splurge on the special system that takes out the minerals. That's no excuse, of course, they should use CLR on the shower heads more often, but that's why. My mom uses a Brita for water in her fancy coffee maker for instance, even though her house water is purified.

* Service lapses are common in SMA. It's only been the "it" place for a little while now, and so service isn't fully up to CDMX or major destination standards. I'm sure when a Four Seasons opens up eventually, everyone will rise to their level.

Rosewood is quite focused on conferences, you're right. It's also somewhat annoying far from El Centro. Great view at Luna though. Next time, as you suggest, I recommend Sierra Nevada, or one of the other 5* boutiques right in town. There are quite a lot now.

The conference issue is not really acceptable for a property like this.

We stayed at the Four Seasons Cabo recently and they had a large wedding taking place. We almost never noticed as they did such a good job limiting the impact of the wedding on other guests. We weren't inconvenienced for a single dining experience (breakfast, lunch or dinner) and never had issues with any of the facilities being taken over by wedding guests. That is how you deliver hospitality in my opinion - it seemed everyone had a great time and non-wedding guests weren't treated as second-class citizens.

Did you leave the same accusation of being culturally-insensitive when Lucky reviewed the Four Seasons Cabo and reviewed it 5 stars? Did you also read the part where he glowed about Mexican food, and Mexican service standards?

Sounds like you're the one that's being culturally insensitive (or a shill for the Rosewood SMA).

Several time traveler to SMA, and we find the Rosewood and Belmond out of position for their price point, and the Rosewood in particular an "Epcot Style" version of an older Mexican hotel, given its newer construction and use of fake Mexican handicrafts throughout.

There are terrific boutique hotels in SMA - Casa1810, L'Otel, Hotel Nena as examples - that have beautifully restored buildings, excellent concierge services, and outstanding dining on rooftops and terraces. They are all more centrally located and lend themselves to a more immersive experience.

Rosewood for a drink at Luna and Belmond for the cooking class (Hi Chef Tony!), but not the places to stay.

In answering your question regarding shoe disinfection, CDC has recommended that coughing or sneezing droplets fall thru the air to the ground. Since children or pets touch the floor, it can be transferred to you.

Stay here instead http://casaschuck.com/

Go to the Rosewood for a drink at the out side bar

Next time, check out LiveAqua.
Definitely the best hotel in SMA.
Puts the Rosewood to shame.
And is priced accordingly.
Mark

Rosewood San Miguel looks like gorgeous place! Definitely I'll put it down on my list for my next visit to Mexico.

might as well stay in the USA... this isn't Mexico, its fantasy land, staying at a hotel like this means you don't experience anything truly Mexican whatsoever