Ratings based on 43 Verified Reviews
4.8 Room cleanliness
4.7 Service & staff
4.8 Room comfort
4.6 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 20 Feb 2024 on Hotels
This is the 2nd time we have stayed here. The staff are great and rooms are large and comfortable with king size beds. The hotel is pet friendly, but wanted 950 pesos for our dog for a one night stay which was more than the cost of the room. We had the charge reduced, but if we had known before how much the cost would be, we would not have stayed there. Last time , a year ago, the charge was much less.
Comment from Hotel Management
20 Feb 2024 by Atentamente, Juan Cano, Ventas., Hotel Management
Dear guest. In Santo Refugio Heritage Hotel we strongly believe that there is always room for improvement and your comments will assist our team in their continuous efforts aimed at meeting our guests' expectations, therefore we greatly appreciate the time you took out of your day to share your constructive critics. Please be assured that your comments will be taken into serious consideration and that they will help us to improve our services. Once again, thank you for your time and despite the issues you have raised following your stay, we hope that Santo Refugio will remain an option for your next holiday and that we will have the opportunity to restore your faith in our company in the near future.
by A verified traveler
Posted 7 Jul 2023 on Hotels
Comment from Hotel Management
8 Jul 2023 by Sales Manager, Hotel Management
Estimado huésped. Le agradecemos que eligiera nuestro Santo Refugio Heritage Hotel para esta ocasión, así como su amable recomendación a la comunidad de viajeros de Hoteles.com. Estas evaluaciones tan positivas son una herramienta de motivación para mejorar continuamente la calidad de los servicios que ofrecemos. Una vez más le damos las gracias por haber elegido nuestro hotel y esperamos tener la oportunidad de servirle de nuevo en el futuro.
by A verified traveler from Middletown
Posted 12 Dec 2022 on Travelocity
The property is a lovely oasis, but what makes the place stand out is the staff. We were treated extremely well—like invited guests. Ana is marvellous, as is the rest of the staff. I can’t rave about them enough.
Comment from Hotel Management
14 Dec 2022 by Sales Manager, Hotel Management
Dear guest;Thank you for reviewing your recent stay in our Santo Refugio Heritage Hotel It is wonderful to hear we were able to make your stay special from the moment you arrived until the moment you departed.On the other hand we thank you for pointing out the kindness and enthusiasm of our staff, their friendliness and helpfulness being our hotels’ main strength we will definitely congratulate them all on your behalf for their contribution to your wellbeing whilst staying among us. Thank you again for this heartwarming review of your stay with us, we look forward to your next visit.
by A verified traveler
Posted 12 Sep 2022
Amazing place. Family run hotel with great attention to detail and extremely friendly and welcoming staff. Huge gardens with gym and swimming pool. Foods delicious and it's extremely relaxing with a view of the volcano. Highly recommend 10/10.
Comment from Hotel Management
15 Sep 2022 by Sales Manager, Hotel Management
Dear guest,Thank you very much for sharing this great review of your recent stay at Santo Refugio Heritage Hotel. We are thrilled that you have enjoyed your stay and certainly agree that our dedicated staff plays a key role to our guests' overall experience. The entire team works very hard to ensure that we deliver a high standard of service and a warm, memorable experience. I am grateful for your compliments towards our staff, whose kindness and helpfulness is one of our hotel's greatest strengths and I promise to congratulate them all on your behalf for their contribution to your wellbeing whilst in our hotel.Again we thank you for this wonderful review, it has been a pleasure for us to read and we look forward to serving you again soon
by A verified traveler
Posted 11 Aug 2022
It was a wonderful experience, a warm welcome by the staff and pets ( a dog and a cat), the room was very spacious, and the decor was lovely. It made me feel I was like I was in my own house.
Comment from Hotel Management
30 Aug 2022 by Sales Manager, Hotel Management
Dear guest.First and foremost we would like to thank you for the praising review you shared following your recent visit to our Santo Refugio Heritage Hotel and are delighted to read that we were able to match your expectations. We also appreciate your kind words for our staff, their kindness and helpfulness being undoubtedly one of our hotel's main assets we will definitely congratulate them all on your behalf for their contribution to your wellbeing whilst staying among us.Once more we thank you for sharing your experience with us and look forward to serving you again soon.
by A verified traveler
Posted 9 Jun 2022 on Hotels
We booked the accommodation same day of arrival and the manager was extremely helpful. On arrival we were so warmly greeted and made to feel so welcome with our three large dogs who are traveling with us. The hotel is spotless with a large garden where the pups were permitted to roam freely. Dinner was simply delicious with friendly service. We have truly been able to relax after many days on the road.
Comment from Hotel Management
10 Jun 2022 by Gerardo C., Hotel Management
Dear Beverly, we deeply appreciate your kind words. Each and every client (furry friends included) is unique and special to us. We look forward to hosting you and your beautiful family again!
by A verified traveler
Posted 29 May 2024
El colchon, las almohadas y sabanas super bien!!!
Comment from Hotel Management
29 May 2024 by Gerardo C., Hotel Management
Estimada Laura:Primero agradecer el que nos haya permitido servirle y en segundo lugar el que haya compartido sus comentarios.Esperamos pronto volver a recibirle, mientras tanto seguiremos trabajando para que el Hotel este listo para ese día.
by A verified traveler
Posted 3 May 2024
Nos quedaba muy cerca del lugar al que íbamos, buena atención, cómodo y tranquilo
Comment from Hotel Management
3 May 2024 by Atentamente, Juan Cano, Ventas., Hotel Management
Estimado huésped. Apreciamos el tiempo dedicado a compartir su experiencia en nuestro Santo Refugio Heritage Hotel y agradecemos su amable recomendación a los lectores de Expedia Group. Su entusiasmo por nuestro personal es muy apreciado por todos nosotros y le aseguramos que será una gran fuente de motivación para ellos, por lo que les transmitiremos sus amables felicitaciones por la buena atención. Una vez más le agradecemos su amable opinión de nuestro hotel y esperamos poder servirle de nuevo en el futuro.
by A verified traveler
Posted 7 Jan 2024
Comment from Hotel Management
3 Feb 2024 by Atentamente, Juan Cano, Ventas., Hotel Management
Estimado huésped. En primer lugar, nos gustaría agradecerle que escogiera a Santo Refugio Heritage Hotel para su visita a Cholula y por evaluarnos e informar a la comunidad viajera de Expedia, esto es, sin lugar a dudas, la mejor recompensa para todos nosotros. Una vez más le agradecemos su amable calificación de nuestro hotel y esperamos poder servirle de nuevo en el futuro.
by A verified traveler
Posted 31 Dec 2023
Excelente servicio, así como también los alimentos del restaurante, un lugar tranquilo para conocer más de la gastronomía española
Comment from Hotel Management
4 Jan 2024 by Atentamente, Juan Cano, Ventas., Hotel Management
Estimado huésped: En primer lugar, nos gustaría agradecerle los comentarios tan positivos que ha compartido referente a su reciente visita a nuestro Santo Refugio Heritage Hotel, estamos encantados de saber que fuimos capaces de cumplir con sus expectativas..Por último, pero no menos importante, nos gustaría darle las gracias por sus palabras en relación al servicio que recibió y le hacemos saber que compartiremos sus comentarios con todo el equipo y les felicitaremos por su contribución a su bienestar durante su estancia en el hotel.Una vez más le agradecemos su amable opinión de nuestro hotel y esperamos poder servirle de nuevo en el futuro.
