Hilton Queretaro

Hilton needs to remove their brand from this hotel if they continue with the current management at this hotel. As a diamond member for Hilton, the management staff isn’t up to Hilton standards. ****check your bill and get receipts and keep the proof*** the front desk manager (not the staff) added extra charges to my bill after I left. The bill was settled at the time of check out, but the manager decided to add charges after I left. Emailed and disputed with Hilton QRO and he refused to change anything. I had to dispute it with my credit card for the charges to be reverse. Do yourself a favor and stay at another property for better customer service. BTW I was a frequent visitor to this hotel, but not anymore. ***see below for the reply from the manager I am talking about. If correct procedures were applied, charges would have been on my Final check out bill. You added charges after I checked out. That is not the correct way to do business. Your staff changed the dates and did not imply a “early departure fee”, Mr. Cordova went in and added the fee after a few days charging my credit card. If there was such a fee it should have been incorporated in the final check out bill.

Amazing hotel and an incredible view fro. QUERETARO. For me, this is the best hotel in the city. Just one year after being remodeled and it's soooo nice. I love the rooms, the restaurant and of course the bar.

A nice hotel, but its cleanliness and hygiene are terrible, especially in the restaurant. I'm deeply disappointed by this hotel when I see that no one takes care of its cleanliness, and they offer to let you sit at tables recently used by other guests, without cleaning them. I won't return to that hotel because if that happens in the restaurant, imagine what happens in the rooms.

As a Hilton Diamond member I often search out for hotels within the Hilton family of brands when I'm visiting a city and this location was recently converted into a Hilton (it was previously a Crowne Plaza, so this is meant as an intentional re-branding to a nicer brand.) It is clear that the owners/management have spent a lot of money remodeling the hotel--the rooms look refreshed, modern, and pleasant--same with the common areas. Probably the number one asset of this hotel is the gorgeous views out over the city of Queretaro from the rooms that face the "city side" (which is most of them), especially during the nighttime. ||Unfortunately, there is significant need for improvement as well--the rooms that face the city side get a lot of sunlight during most of the day--which ordinarily would be a great thing. However, the air conditioning system is too weak to keep up with the sunlight, even with the curtains completely shut and the air conditioning set to it's strongest level--the solar radiation basically cooks the room in a true "greenhouse effect" that makes it pretty unbearable. I had to complain and was thankfully moved--I appreciated the professionalism of the staff, particularly Juan Pablo, in helping me to find another room that wasn't so hot--although the room I ended up in was facing the parking lot side of the hotel so no more beautiful views. But if the choice was between a room that was 80+ degrees F. during most of the day or a room that was cool but had no views--then I'd go with the room with no views. ||As I mentioned the hotel is also a recent conversion to the Hilton family of hotels. I'm assuming that is why they're far from generous with recognizing Diamond Hilton members. Specifically, no upgrade was offered--despite the hotel being almost completely empty. They give you a little dessert which was cute but....they certainly could have easily offered an upgrade to a junior suite given there were so few guests. It would certainly show to Hilton Honors guests that they are recognized and appreciated--and that would definitely encourage them to want to return. The other area that the hotel failed in regarding Hilton Honors' recognition was in requesting a late checkout. I asked for 2:00--was told by the young lady at the front desk that 1:30 PM was the best she could do. Really? 30 minutes?? And your hotel is almost empty? Again, not a huge deal and most of the staff is VERY friendly but still--that's definitely not the kind of approach that a hotel wants to have if they're looking to show that they want guests to return and to spread the word that the hotel is a great place for Hilton loyalists. I think the issue is that the front desk staff, like this young lady, are not empowered by the management to make these types of decisions--and I did not push on it. It shouldn't have to be something that you have to get in an argument about. I will say that they do offer a free shuttle--if it's available--to the airport, and I was able to use that which was great. The shuttle driver (Joao) was so friendly, so courteous and kind--I'd almost return to the hotel just to chat with him again!||All in all this is a hotel that has a lot going for it--gorgeous views, nice renovation, friendly staff. But they're going to need to replace their air conditioning system (it's probably original from 2010 or 2009 when the hotel opened) and certainly work to be less "cheap" when it comes to Hilton Honors elite recognition. I'd return.

Great hotel. The staff is fantastic and takes care of any situation quickly. I am planning on making this my goto hotel while in Queretaro.

I was very pleasantly surprised at the quality of this Hilton! I find it a little odd that the ratings are so low on it, as I thought it was a very nice hotel and will be back to it. ||Starting with the doorman helping me right away, unloading suitcases from the taxi, and bringing them to my room for me. The hostess at the main reception was very helpful and friendly, I belive her name was Ally. I was recognized as a Diamond member and given a free drink ticket, and access to an executive lounge with free drinks and snacks, during set hours. ||My room was not upgraded to my knowledge, but the king room was very spacious, there were slippers and a robe waiting for me, as well as a lovely welcoming note and very tasty dessert! That was a nice touch. ||I ate at the comfortable bar area and talked to other travellers, and enjoyed the vews over QRO. The bar servers were very good.||I chose this hotel as a had to be at the airport at 4am. I did not book the shuttle, but apparenlty there is one! I will use it next time. As I missed the complimentary breakfast, they offered to pack me up a to go meal, ready at 3:30 am waiting for me at the desk. Excellent service. ||I would return to this Hilton again without hestiation and have allready recommended it to my friends who live in Mexico and also stay in hotels in order to be closer to the airport for early morning flights. It was a 30 minute drive to the aiport, at 3:30am, so it's not super close, but there are No good airport hotels close to QRO and it is a very small airport. ||My only "concern" was the DJ that set up and litterally chased out the guests that were chatting at the bar, with the super loud music. We all left! |Seems counter productive, this is not a party place but a hotel to rest at, so I think this approach should be reconsidered. And I could hear the music from my 6th floor room, so that was quite annoying. But all in all, I liked the hotel a lot.

It is a nice hotel but they are still under renovation and not all the facilities have been updated. I was there for 2.5 weeks for a business trip and there were frequent loud construction noises and the AC kept going out. The on-site restaurant was quite expensive, even by hotel standards, and not very good. Additional they did not have laundry service or facilities and no coffee in the lobby. The rooms were nice and spacious but I won't be staying here again until all the renovations are complete.

Amazing view of the city, very clean rooms. This place is superb. This would be the perfect date with a plus. The customer service was also phenomenal...