Luna Rooftop — Restaurant in San Miguel de Allende

Destroyed my bachelorette! I made a reservation months in advance for myself and my bridesmaids to enjoy a dinner at Luna at 6:30 PM on a Sunday. I want to be clear, we are not rowdy and are mid to late 30s professional women / moms from Los Angeles area. We showed up 10-15 minutes before our reservation and the “hostess” refused to let us upstairs saying we were “late” - keep in mind that we had already spent THOUSANDS of dollars on spa treatments and other facilities at the rosewood, had a reservation, and were all dressed up for the occasion. They informed us that anyone not there 15 minutes before their reservation had their table automatically revoked and given to someone else - a policy that is completely absurd and never shared with me… and I confirmed the reservation TWICE that day with hotel management in writing and was never informed of this ridiculous policy. They told me they “gave my table away” even though the “hostess” couldn’t make contact with the restaurant because her walkie talkie didn’t work and the rosewood “doesn’t have phones” which again, absurd. We were told to stand around in the hallway until she could find out if we were “allowed” up to the restaurant… so we stood there for a good 20 minutes while she let up all sorts of other random people. Luckily, several of my bridesmaids speak fluent spanish, showed her our reservation booking, and were able to convince the hostess / manager that in fact, they should seat us at the table we are 15 minutes early to after having to show them screenshots of the booking page. It turns out the restaurant was half empty and there were multiple large tables open so they were completely lying about the table being “given away”, they just didn’t want to seat us because they were being honestly rude. Ridiculous. From there, it just got worse… they put us (in our dresses and heels) in a frigid part of the rooftop with zero protection from wind, refused to provide us with heaters because “the DJ needed 2 heaters” and gave us 3 blankets for 8 girls to share. The waitress then took away our menus before we ordered, despite us protesting. How to order without menus… who knows. It took us 90 minutes to get our first drink and to have 1 set of appetizers and 1 main course took nearly 5 hours. Meanwhile, we were shivering and could barely move our hands. It was only after 3 hours we were moved into an area protected from wind because the waiter felt horrible at that point. Then the manager who refused to seat us joked about firing the waiter who was doing his absolute best, and then demanded to take photos of our reservation so they could “learn from this”. The waiter was the only one even trying.. the manager and hostess were completely useless. Nothing was comped, they didn’t offer any apologies, the front desk was horrified when we shared our experience, I will never be back and will actively recommend against...

I am still waiting to hear back from the Rosewood on my formal complaint submitted on February 16th over the terrible Luna hostess and manager service.

I would like to preface this complaint by stating that I am native Spanish-speaking Mexican citizen, so all my interactions with the Luna hostesses and manager were in my native language (simply to explain that a misunderstanding was not from a language barrier of sorts).

Our group arrived over 15 minutes early to our reservation. We had confirmed with the hotel twice that our party of 8 would be eating at Luna for dinner. Upon arrival (15 minutes before our reservation) the downstairs hostess told us that there was a 15 minute grace period, and that we were late and therefore they had given away our reservation.

She attempted to walkie talkie the crew upstairs who did not answer. After a few minutes of no answer, I told her I would go upstairs and speak with them directly. Once I went upstairs, I explained to the new set of hostesses that we were there for a reservation under Julia G. and that the hostess downstairs said we were late, but we weren’t. They double down on the downstairs hostess’ claim and eventually sent the manager to speak to me about their late policy and how we no longer had a reservation at the restaurant.

It got to the point that I had to pull out Julia’s email confirmation with the reservation time. The manager immediately looked at me and said, “Oh… please follow me, your table is ready.”

Once we passed that hurdle and were eventually seated, we faced slow service and a very breezy rooftop. We requested blankets and heaters, all of which were given excuses (“we don’t have enough blankets” and “there are legal reasons why we cannot move the heaters”).

Regardless, the true failure was from the start, and the lack of apology or compensation (free appetizer? Something?) is truly a surprise, given the level of service expected at a Rosewood hotel.

Again, I am disappointed not only in the service that night, but I am now disappointed that I have not received a word on the formal complaint I provided immediately following the dinner with the...

We were excited to visit Luna for drinks + tapas and unfortunately were met with a very poor experience.

Upon arriving, we had a reservation for 6 but were given a table for 5 and when it was clear there was a person standing with nowhere to sit, there was no accommodation offered and the hosts+servers walked away. We were offered a bar-height chair for a lounge height table which was uncomfortable and awkward as a solution.

We then sat for 20-30 minutes unattended for drinks/food/silverware and had to flag down the staff for any service.

When the food arrived it was acceptable, but nothing more. There is much better quality, presentation, and value at restaurants closer to the city center. The same can be said for the cocktails which were lazily prepared in presentation.

Finally, upon leaving the server charged us double the checks total amount and walked off. We only noticed because we asked for a paper receipt.

Overall, the scenery is beautiful and the hotel is very well-kept and luxurious. It seems the environment has become a crutch for this establishment that could otherwise be a world-class dining experience.

I am rarely one to leave any reviews or be overly critical of places i visit, but If i could offer 0...