Live Aqua San Miguel de Allende

Very nice hotel, we stayed in one of the serenity suites. The rooms are very luxurious, had our own hot tub. The pool was clean and water stays warm, there is also a bar. We had dinner and breakfast at the restaurant by reception, the breakfast could be better. They offer a buffet style, but the options are pretty much just fruit and bread, and it is expensive to include it.

The hotel, rooms and service was great but it was not a relaxing stay. They had a special event (Amazon Prime Day) and the music was loud to the point that we couldn't hear tv in ou room. The event organizer for Amazon Prime interrupted our romantic dinner on multiple occasions with bills pieces of furniture that they were building. They built wood platforms under our room and that was loud too. I called their front desk twice to complain about noise but I was not offered a different room or a discount. We were really looking forward to relax but that didn't happen.

Extremely poor customer service. We called multiple times to confirm day pass availability for pool. We called this morning and the receptionist said to come by, no reservations needed. So we get ready and head to the hotel. Once we got there, a male receptionist very rudely asked if we had reservations (which in 5 phone calls in Spanish was never mentioned) then told us it wasn’t possible and that we needed to get there at 9am. When we called them, we asked multiple times if reservations were possible and hotel staff said they were not needed just to show up after calling to see if there was availability. The staff member we talked to in person refused to acknowledge what we were told by a hotel employee this AM and multiple times previously. The receptionist was exceptionally rude and it is sad to see such poor customer service at a supposed “top” hotel.