Mirador del Frayle

I have visited 40 countries (so far), yet my time at this hotel has been my absolute worst experience to date. For example, I paid for a Master Suite, which is described as including a living room and separate bedroom, with internet included. This is the information that is provided on both the hotel website as well as the information they provided to Hotels.com. Yet, they do not have any rooms that fit that description, and WIFI is only available if you sit a few inches away from the modem in reception (it is not available anywhere else on the property and if you ask anyone about this they will actually yell at you). Apart from the incorrect information provided on their own webpage as well as the information they provide to Hotels.com, the staff is incompetent and rude. For example, no one will say: Hello! Welcome to our hotel. No one will carry your bags to your room, provide you with the remote control for your TV, provide you with towels for their pool, explain anything about the hours for breakfast, or even provide you with a map of the area. Upon arrival, you will be treated as someone who has completely interrupted their day. And that is how they will make you feel during your entire stay. On arrival, you must ring a bell and wait quite a while until someone arrives at the front desk and literally throws an information sheet at you. If you look confused they shout: we obviously can't check you in until we have the correct information. After experiencing this, I later returned to reception to see if this is how they treated everyone. Yes, this is how they treat everyone. No smiles. No welcome. No help. One elderly couple who couldn't even get their bags out of their taxi without the help of the taxi driver, were then forced to carry these same suitcases (upstairs) to their rooms. Incredible. The information provided by this hotel is so incorrect that, if you are elderly or have difficulty walking, their advertisement of being “just a 15-minute walk from the center” does not include any information about how dangerous that walk is. Although they offer a free shuttle service to the center, that service is entirely dependent on whether they have a driver available AND willing to drive you to the center when you are ready to leave the hotel. So if you decide to walk to the center, the hill you must walk down is dangerous. And even if you understand this and try to risk the walk down, most people decide to pay for a taxi back. However, nobody seems to know about this hotel which means that a taxi ride home can become very expensive as taxi drivers search the city for your hotel, charging you for every minute. An example of their level of service: on our first day, after checking in (without receiving a remote control for the TV or towels for the pool or information about the breakfast that is supposedly included), we decide to buy two beers at their bar and sit on the terrace to enjoy their reportedly amazing view of San Miguel (which is actually only available from the upstairs breakfast room with limited hours). They offered us two bottled beer. However, they didn’t have a bottle opener. So we said we would go sit by the pool while they looked for an opener, but they said that glass wasn’t allowed at the pool, so we could only drink these beers in our rooms. Thirty minutes later they were able to open our (now warm) beers, and then explained that we had to pay for our drinks before returning to our rooms (we couldn’t add the charge to our room). However, they didn’t know how much to charge us. And when they finally found out the price, they didn’t have change. The purchase of two beers at their “bar” took one hour. So the next afternoon, we returned to the hotel with beers that we bought from the store across the street from the hotel in order to avoid the horrible “bar” service. However, after we were seated at the pool with our drinks, a hotel staff member actually ran out to us (the only time we saw any staff member move) in order to explain to us that we could not drink our own beverages at the pool because the hotel offers bar service. This policy is not written anywhere. In order to avoid any more discussions about customer service with such an incompetent staff, we put our drinks in our room. And I am not lying. As we walked from our room to their "bar" (as they asked us to), they actually closed their bar in our face (because I don't think they had anything to sell to us) and then later charged us for bringing our own drinks to the pool. This is the level of service you can expect from Mirador del Frayle. So even if you find another hotel that is a little more expensive, I recommend choosing ANYTHING else. San Miguel de Allende is an incredible place to visit, filled with so many great hotel options that will provide you with the customer service you deserve as a paying client. Mirador del Frayle will gladly take your money but they will make your stay miserable. We go on vacation to enjoy our time - not to battle with employees who make our stay miserable. Don’t choose this hotel no matter how low their prices may seem in comparison to other options. They will absolutely ruin your vacation. You do not deserve that.

Check In When we arrived at the hotel, the Uber driver took out the luggage from the car and we walked into the reception area. There were 3 young men just standing there doing nothing. The least they could have done is that one of them should have helped with our luggage. After checking in, one of the young men took us to our room. Then when I asked him for the Wifi password, he went back to the reception area to get it. Room #13 The beds are extra firm but long enough to fit someone who is 6’3” tall . The water in the sink comes out cold then it heats up then cools down again and on an on. That was hard because the hotel does not have bottled water. They just give you two glass cups and expect you to drink tap water from the sink. This is why I suggest that before you get there, buy yourself a gallon of bottled water. Everything else in the room was in good shape. It had the rustic look and feel that you would expect in San Miguel. Something else, make sure you check that the window is locked because when we got there it was unlocked and we didn’t realize it until my son opened it by just pushing it. Grounds The grounds were very well maintained. The hedges and lawn were neatly trimmed and the swimming pool was in excellent shape. Just remember that in San Miguel, temperatures can range from the 50s to the 80s Farenheit year round. You also have a beautiful view of San Miguel because the hotel sits on top of a small mountain. Neighborhood This hotel is on the east side of the city, about a 10 minute walk to downtown and a 10 minute mountain climb back to the hotel. Good if you want a workout, not so good if you have health issues or if you have little children. The neighborhood is full of graffiti and has a lot of “low lifes”. They drink alcohol and smoke marijuana but a cab driver told me that they mean no harm. There is no gang activity there either. Management I read on the hotel’s website that they will take you to downtown for free so when I asked management about this one afternoon, they said they do this only in the morning. So I imagine that if I would have asked them in the morning, they would have said that they only do this in the afternoon or tomorrow. I then asked if they could get me a Uber. So the reception clerk pretended to call a Uber...you don’t call Ubers, you find them on the Uber app. So if you want a cab, you need to walk about 5 minutes to the closest busy street because Ubers are hard to find. Also, on Saturdays breakfast isn’t available until 8:30 am. Overall, I do not recommend this hotel based on how sloppy it’s managed, on how far it is from downtown and the low life neighborhood that the hotel is in. I suggest that you find yourself a hotel that is closer to downtown and in a better neighborhood.

The hotel and the view are great but the roof in the rooms need some work. My family and I stay there for a night and the three rooms that we had where dripping water from the ceiling because it was raining in the night. Besides that everything was good.

The rooms were very spacious and well heated, especially as it is off season. The drive to the hotel is a little off the beaten track and the place is a surprising oasis. The breakfast is not very big but sufficient with a choice of fruit or juice, cooked food and tea or coffee. In the summer this must be very popular with its swimming pool and grounds and views across the city. There is a coffee pot in the room and free WiFi. It is not all great there were some issues. Neither of our rooms had toilet paper and when we asked at reception were told they didn’t have keys. It wasn’t until next morning housekeeping brought some. My knife at breakfast looked like it had been used for undoing screws. The cleaning and ground staff were much friendlier and approachable than the receptionists. Overall the price we paid was great value for money, it just needs a few tweaks to make it an extraordinary stay.

The most positive aspect of the hotel was the room size as it was large. The overall quality of the room and furnishing though did not make a good impression as the flooring was old, and the bathroom was quite old. The hot water heater was clearly in need of modernization as the hot water often came out lukewarm. I called the front desk about it, and they reported to me that "I needed to let it run in order to warm up the pipes". Clearly, allowing the water to run accomplished nothing in terms of getting hotter water. I was disappointed in the breakfast having have stayed at other hotels that also offered breakfast, but in the form of a buffet, but this particular breakfast was carefully controlled with an obvious eye to the price. I was "underwhelmed" by the hotel, and wouldn't stay there again.

My wife and i stayed here for a week in October. It's an average hotel but good value for the money. Our room was very big and the bed was comfortable. Bathroom needs updating as do doors and windows especially front door. Wouldn't take much to break in. No iron and only 2 wire coat hangers in closet. No AC but the weather in San miguel is very nice you can live with the occasional hot day. Stay away from the restaurant. I read some of the reviews here about how bad it was but i figured how bad could it be? It's bad in service and food. The free breakfast is no bargain. I opted out when i saw what it was so i ordered from the menu. It's in Spanish only so i went for their signature mirador breakfast. It was disgusting and stale. The server gave me the "is something wrong" look. I made the gagging gesture and asked for the manager who was in the back room. Hey never came and neither did my orange juice. I just asked for the check, paid and walled out. Walk to town and get a delicious breakfast. It's very inexpensive. I only picked this hotel because it was the only one left due to the feast of the dead that week. A very popular event. PS. Wi-Fi was very weak in our room. Had to stand by the window for a signal.

I stayed during 16th &17th of Sepetmber and found hotel service is poor. staffs are not well trained to manage hotel service. Examples * Restaurant service is not available during night *When I went for breakfast, restaurant people just donot bother to ask * Breakfast took 1 hour to come * Water not served in the room even it is mentioned with room charge , after requesting, it took like 1 hour * Other amenities are not as per Mexican hotel standard

Average hotel with average service (not always willing; they do their best it seems) but good food and great views. Use your free breakfast, you won't regret it. Rustic but not fancy.... The pool is odd, by the way...

I loved that this hotel was not in the center of town. It was quiet and with the most amazing views of the city. The room was enormous and the people at the front desk were very helpful, calling taxi's, getting laundry done etc. The wifi..well it worked in the lobby. In the room nice not very good reception. My only problem was the food was terrible and cold. They did reheat breakfast but I don't understand why they don't have better food or offer a buffet. As I like good food and the opportunity to have a nice cocktail with this amazing view I was surprised this option was not offered. The pool is nice but not heated and it would be nice if they had a jacuzzi. Otherwise, after a long day walking, shopping and touring it is a nice escape from the center of town.