Hacienda de Léal Hotel and Event Venue — Hotel in San Juan Bautista

Our experience at Hacienda De Leal was horrible! When we checked in on Thursday September 24th , we asked the guy at the front desk (nice guy) if we could pay the total charge with my card, a different card than the one that we provided online and use my husband's card for the $50 incidental fee. He said no problem and when we swiped both of our cards the transactions were approved. We paid and then when we got to the hotel room we were a bit underwhelmed. The room was okay, but it wasn't as nice as we expected and there was a big BLOOD STAIN on the comforter. We had to take it off the bed and sleep with a blanket we brought from home. The next morning, Friday September 25th, we decided to check out the complimentary breakfast expecting them to have some orange juice and some bagels with coffee or muffins, but instead they just provided coffee and pre-packaged hostess danishes, that was it. Again, we were underwhelmed. Later that day, just before we were going to head to the beach, my husband noticed there was a charge from the hotel on his card. We thought that was odd since the hotel had already charged my card for the entire stay, but we figured it was just a mistake. We went to the front desk to get the mistake taken care of and were expecting to be treated respectfully and get an apology for their mistake, but instead the lady at the front desk was stubborn and rude and kept telling us that the $219 that was charged to my card for our stay was declined so they charged my husband's card instead for a night's stay. Even after I called my bank in front of her and they verified that the $219 charge from their hotel was pending (temporary hold like most hotels do) and that it was not declined and there was nothing wrong with the transaction. She then firmly told me that pending means declined. I'm pretty sure every adult with a bank account knows that pending does NOT mean declined. She refused to listen to us or work this out as my husband and I tried to figure out why we were charged on both my card and his. We asked her why nobody from the hotel gave us a call to let us know that they had an issue and she said they did, but we never recieved a call on either of our cell phones or our hotel room phone. We were being treated like we were criminals who stole their hotel room. We went to the beach (late due it takingso Kong at the front desk) and when we came back my husband discovered that our room key no longer worked. When he went to the front desk to get a new one, the lady asked him "You are going to pay the rest of your charges in cash when you check out tomorrow, right?" He said "yes" to avoid conflict, but when he came and told me I let him know that we needed to figure this out because I felt like they were scamming us since we had already paid them once with my card, then my husband's card was charged for a night's stay plus the incidental fee on his card. We racked our brains as we stressed out about this since it had ruined our vacation thus far. I came up with the idea to ask them which card number they were saying was declined. We went to the front desk yet again and the lady greeted us with an eyeroll. We told her the last 4 digits of my card that was charged and she said that they didnt have that one on file, just my husband's card and the card we had originally booked with. She checked her bank and BINGO it showed my card being charged with an APPROVED transaction. She had to manually enter my card into their system so it was on file. My husband and I concluded that the Male clerk who had checked us in the on Thursday night forgot to enter my card into the system and due to their lack of communication when the female clerk took over she just assumed that we did not pay and instead of asking the Male clerk and avoiding this whole thing, she decided to charge my husband's card without even talking to us or the male clerk. We asked her if this was the reason and if this was their mistake she just said "Yes. We realize you also have a dog with you so that will be another fee of $XX...

Beautiful Rooms, Attentive Staff and more! My husband and I were married at the Hacienda in late 2019 and had stayed there for our wedding night and absolutely loved it. So this time as two of my cousins and I had to attend our beloved aunt's funeral, the occasion would be much more somber. Nonetheless, I felt Hacienda was the perfect place to stay. The location and it's surroundings are tranquil and beautiful. From the first call to book our rooms, there was such a welcoming feeling from all involved with our stay. It started with our hassle free room arrangements with Luis, Jennine (sp?) who added our additional night's stay, Hugo who checked us in after a long journey from San Diego to Valerie who offered us a tasty sample of the Leal wines while at the firepit. (sidenote: the Carnaval Meritage is a must!). We had not expected ANY of this. But the very obvious attention to their guests' needs was evident. We all agreed, the staff at the Hacienda is top notch. The rooms are spacious and the rustic, old Mexico charm was on full display. A true Hacienda 'feel'. As it was the middle of the work week for us, we had to work from our rooms also. So, the Wi-Fi, a comfortable desk and quiet location served us well. The beds were comfortable, the room was warm- especially on those foggy/chilly mornings. The lighted olive-tree courtyard and firepit were a picturesque backdrop and great opportunity to stay socially distant from others enjoying the hotel. While this trip was not one we had wanted to make, staying at the Hacienda De Leal gave us many reasons to smile. Thank you to all involved. We look forward to our return under better...

DO NOT STAY HERE!!! My husband, our 6 month old, and I booked a stay here for 2 nights. We did enjoy our first night, but there was a loud party blasting music at the venue when we got back around 6:30pm. So loud that our door was shaking, which is not ideal for a relaxing time, but especially not with a baby that needs to sleep! And I’m not being dramatic either, I took a video but I unfortunately can’t post it. We asked the front desk if we could be refunded and we were first told that we would have to contact my credit card company that I booked through. I then asked if they said yes, if it would be authorized through the hotel, and that’s when the truth came out. The manager stated the most she could do was give us a refund of 15% and a bottle of wine. We decided to start a late and unplanned 3 hour drive back home and call the card company. Then, to our surprise, the credit card agent talked to the hotel manager who now refused any type of refund, despite agreeing to 15% earlier! The craziest part is they have a sign posted at the check in desk stating there will be a small event until 10pm, which they think makes all of this fair. (There is no mention of noise.) Guests aren’t typically bothered by a gathering, they are bothered by door shaking music. How does that make a difference anyway if you don’t find out until you arrive? If you ask for a refund, they will just continue to insist there is a sign posted…

If you want a peaceful nights rest, I would not chance it and stay here! Especially if you have children that need to sleep before 10pm! Unfortunately this treatment by the staff trumped any sort of positive experience you...