Ratings based on 55 Verified Reviews
4.6 Room cleanliness
4.6 Service & staff
4.5 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
by A verified traveler
No luxury at this disappointing luxury hotel
Posted 3 Feb 2023 on HotelsThe hotel promotes itself as luxury and the rate for this town is a luxury rate. However, there was nothing to luxuriate in here and the overall stay was disappointing. No assistance with luggage was offered upon arrival or after check-in. San Sebastian is a mountain town, so it's cold at night. The hotel is new (built 2017), but was designed and built with no heat. The only source of heat is a gas fireplace that has to be manually started each time by the staff (but the fireplaces are not vented so one has to leave a window open while using it, and turn it off while sleeping--scary). No extra blankets were available from the staff.
The room key is a large, iron skeletal key the size of a kitten, and one has to carry it with them if they plan to return to the hotel after 10 pm since the front desk is not staffed. We returned before 10 pm and nobody was at the desk to give us our key, but luckily we found someone in the restaurant.
Our toilet malfunctioned twice during our one night stay and had to be fixed by the staff.
The rooms do not have a hair dryer nor do they offer laundry service. There is one bar of soap both for sink and shower, shampoo, but no conditioner. We wanted to take advantage of the large hot tub in the courtyard, but the owner said it was working but wasn't heated because the gas was broken. To me, that means it isn't working. I decided not to enjoy a cold soak in a non-hot hot tub. Breakfast was good, but not included with the room price.
Comment from Hotel Management
4 Feb 2023 by Alejandro Maldonado, Hotel Management
Dear Mr. James.Hotel Hacienda Caudillos thanks you for your comments and observations, as this allows us to continue improving, however, it is necessary to make some clarifications; the Hotel is not promoted as a luxury hotel but as a Boutique hotel and since the Hacienda Caudillo hotel is decorated with the theme of the Mexican revolution (which was in 1910), it is logical that both doors and locks, keys, and all the objects in the hotel are with that intention, in relation to heating, all our rooms have a real fire fireplace in order to provide heat to the room, the service hours as clearly specified in your reservation, we have schedules previously established from 8am to 10pm for the attention of our guests (not 24 hours), these being during daytime hours, likewise, no porter service is offered, as we express it on the reservation platform, both the dryers of hair like clothes irons, are on request, and at no time did you make a request.For Hacienda Caudillos, the comfort and safety of our guests is very important, for this reason we take great care of our facilities, but like any other Hotel, we are not exempt from suffering some unforeseen events such as the heating of our Jacuzzy, which by the way already it was solved.Once again, Mr. James, we appreciate your feedback.SincerelyHacienda Caudillos.
by A verified traveler
Posted 20 Jan 2023 on Hotels
Comment from Hotel Management
28 Jan 2023 by Alejandro Maldonado, Hotel Management
Estimada Mary.Hacienda Caudillos le agradece enormemente el que nos haya elegido y sobre todo que haya sido de su total agrado.Esperamos poder tener nuevamente la oportunidad de atenderle.Atentamente Hacienda Caudillos
by A verified traveler
Posted 4 Jan 2023
by A verified traveler
Posted 27 Feb 2022
Great service
Comment from Hotel Management
27 Feb 2022 by Hacienda Caudillos, Hotel Management
Muchas gracias por su preferencia. Hacienda Caudillos, su casa en San Sebastián del Oeste.
by A verified traveler
Posted 1 Feb 2022
The property upkeep by owners is not good especially for $200USD a night. Way overpriced but the manager was outstanding as were their breakfast.
Comment from Hotel Management
11 Feb 2022 by Hacienda Caudillos , Hotel Management
Muchas gracias por sus valiosos comentarios, los cuales serán tomados muy en cuenta.
by A verified traveler
Posted 28 Jan 2022
What a hidden gem! We were looking for a fun escape from Puerto Vallarta and our “staycation” was perfect. The town is old Mexico, quaint, friendly and magical. The Hacienda was beautiful and everyone went out of their way to make us feel like honored guests. Very comfortable accommodations, remember that your in the mountains and it is much cooler up there. We grabbed shawls on our way out of the house (in PV) and they were perfect for sitting out on the patio for dinner. The food was excellent, the mushroom soup with rustic bread for dinner and the chorizo omelette for breakfast was just perfect. I will be back often.
Comment from Hotel Management
28 Jan 2022 by Hacienda Caudillos, Hotel Management
Muchas gracias por su preferencia y sus valiosos comentarios. Hacienda Caudillos, su casa en San Sebastián del Oeste.
by A verified traveler
Posted 22 Dec 2021
This is a beautiful hotel, in a historic hacienda. Our room was not only comfortable, but elegant. We enjoyed the large hot tub in the central courtyard.
Dinner was good; breakfast was excellent. The staff was helpful and friendly.
BUT - we had MAJOR issues trying to pay at this hotel. They claimed to accept credit cards, but nothing worked. We talked to a couple who had stayed there the night before, and they encountered the same problem. The manager insisted there wasn't a problem, which we found very irritating, and in the end we had to go into town to get money from the ATM. The whole thing left us feeling sour, and we will not return to this hotel.
By all means stay here - it's very nice - but bring plenty of cash.
By the way, the wifi ONLY works in the office. Not a big deal for us, since we were vacationing, but it would be a mistake to rely on it.
Comment from Hotel Management
30 Dec 2021 by Hacienda Caudillos , Hotel Management
Muchas gracias por sus valiosos comentarios. Desafortunadamente el problema fue con sus tarjetas, ya que se pasaron en dos terminales bancarias diferentes y en ninguna de las dos pasó, y no habíamos tenido este problema anteriormente con ningún huésped; fue por eso que se le pidió pagara en efectivo.
by A verified traveler
Hotel muy bonito y tranquilo.
Posted 29 Nov 2021 on HotelsEl lugar es una excelente opción de alojamiento, muy cómodo y tranquilo. Los cuartos en general excelentes, solo que en la habitación 1 no tenían puertas unas ventanas pero el Sr. Alejandro muy amablmente nos ayudó a instalar y el espacio de salita un poco polveado. Pero baños, cama e instalaciones, todo en excelente estado. Ampliamente recomendado.
Comment from Hotel Management
3 Dec 2021 by Hacienda Caudillos , Hotel Management
Muchas gracias por preferencia y por sus valiosos comentarios.
Hacienda Caudillos, su casa en San Sebastián del Oeste.
by A verified traveler
Full of charm
Posted 12 Sep 2021 on HotelsWhat a gem this place was, just beautiful and charming. Super clean although it was obviously historic. If we make it back to the area will definitely stay again.
Comment from Hotel Management
1 Oct 2021 by Hacienda Matel, Hotel Management
Gracias por su preferencia; Hotel Hacienda Matel, su casa en San Sebastián.
by A verified traveler
Like a museum.
Posted 7 Sep 2021 on HotelsVery difficult to reach when wet due to steep cobblestone road. Very peaceful and relaxing place. Very many nice antiques.
Comment from Hotel Management
1 Oct 2021 by Hacienda Matel, Hotel Management
Gracias por su preferencia; Hotel Hacienda Matel, su casa en San Sebastián.
