The 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.

Great service

The property upkeep by owners is not good especially for $200USD a night. Way overpriced but the manager was outstanding as were their breakfast.

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.

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.

El 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.

What 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.

Very difficult to reach when wet due to steep cobblestone road. Very peaceful and relaxing place. Very many nice antiques.

There was no heat in the room and the temperature lowers to the 5o’s at night. Our rate was higher that quoted on Orbitz. We didn’t need our second room booked, tried many times to call ahead before arriving but no phone numbers quoijted to this hotel worked. Then took both rooms as we had originally ordered.

I have to say the place is amazingly beautiful! The location is perfect and the views are absolutely stunning! The reason for the low rating is entirely based on the very unfriendly manager and poor welcome we received! 2 couples traveling together. Doing the correspondence with the place they seemed so friendly and accommodating and they wanted to make an exception so we could bring our 2 small dogs which we much appreciated! Doing arrival the tone was very different! The manager was standing outside and without even saying welcome he immediately ordered us not to let the dogs walk on the premises! We would have to carry them to the rooms and put them in cages!?! We were not told to bring cages so we didn’t have any! So the dogs were then to stay in the rooms. At check in it turned out our friends had made a mistake when booking their room the night before and booked it for same evening instead of next day! So when my friend told her name and her reservation number the manager pretended he didn’t have anything under that name or number even though her reservation was the first paper on his desk so I pointed to it and said but it right there in front of you!?! He said yes but that was for yesterday! Clearly that was my friends mistake she had booked it late in the evening for same night instead of next day! The manager wouldn’t help her out at all even though there was no other reservation for the room she had to pay full price again. He was unfriendly throughout our stay

Really beautiful, felt homey for royalty

Great stay

Nice property. We had a great view of the valley below. Also, You must have Cash as they do not have a credit card machine.!!!!

The property boasts an eclectic vibe with antiques, replica's and oddities throughout the property. Our room was large, clean and included a turret room, fireplace and piano! We assumed the bottle of wine was complimentary, but cannot be certain as we didn't partake. The manager was very friendly and the better than most continental breakfast was a great way to start the day. We would definitely stay there again!

The staff made us feel very special. San Sebastian is an incredible place to visit and Hacienda Matel was the icing on the cake. I reccomend that you stay here.

Great stay, quiet place and beautiful..close to town , but a bit of a hill to get to downtown , if one doesn't mind walking ,this is great..fabulous restaurant close by too .Vila el nogal..not to be missed !! The employees at hotel hacienda Matel were all very nice and helpfull .san sebastian is a beautiful ,quiet little town, with plenty of nice streets and a nice plaza to walk around. With nice little cafes and restaurants...we really enjoyed our stay there.

Great place to stay. The staff is very kind and they will make everything to make your stay memorable. Only down point would be the short and tiny breakfast they offer.

Good place to relax and get away from the Heat of the coast

Amazing property. It is like staying in a Museum of local antiquities. Fun place to stay. Highly recommended

Our stay at Hacienda Matel was AMAZING. The place itself is beautiful. Extremely clean. The manager Francisco has a great customer service. Very helpful and very well informed on the history of San Sebastián. I would totally recommend this place to anyone. We left the hotel with a smile in our face since, hoping to be back soo