"THE GREAT STAY"
We stayed at the Luna Palace from March 10th - 24th 2012 and overall had a very good stay. The LP tends to cater more to the older crowd and family units. It was very quiet most of the time, the exception being the weekend evenings when the LP hosted several weddings but even these events did not go on til the wee hours with the exception of one.
We stayed here once before and found that they had made quite a few improvements to the LP. Remodeled bedrooms and bathrooms, new mattresses, and televisions made our stay here quite comfortable. We had a 1 bedroom suite that overlooked the ocean. It had 2 full bathrooms with walkin showers, a nice kitchenette, dining area and a living area that could be used as a sleeping area if needed.
The staff at the LP were great. From check in to check out they did thier best to please the guests. Our maid Martha C. was outstanding. She was always pleasent and did a great job of cleaning our suite. The bell man Jesus was always there to help with baggage or packages and would even run out to the street to hail us a cab or pulmonia if we needed one. Hector and Jorge who worked in the restaurant always took very good care of us.
The area around the pool was always clean well taken care of with plenty of lounge chairs and tables but they could use a few more umbrellas. There were only 3 or 4 for the whole pool area and that definitely was not enough. The pool was great and nicely heated but not too warm. The beach area along the hotel property was always kept very neat. The maintenance staff woul rake the sand each morning and pick up any rubbish left over from the previous day. They had several trash bins set up along the beach area and they cleaned them out each morning.
The management at the LP could take a few lessons in customer service from thier staff. They never seemed to be available when there was an issue or incident to be addressed.
The 1 elevator the LP has broke down and was out of service for 3 days. No manager was ever available to explain why the repair was taking so long. They left it to the staff the face the ire of the guests who were getting a little pissed after the second day of having to climb several flights of stairs to get to thier rooms. There was never any apology or offer of compensation for the inconvenience that this caused. Some of these guests were elderly and had rooms on the higher floors. Kudos to the hotel staff who did thier best to help these older folk up the stairs.
The price for a drink at the bar was rediculous. $4.00 CDN or US for a beer or a cocktail was a bit steep. $12.00 for a bucket of 6 Pacifico was better but still a bit pricey compared to other places. Most places were charging a lot less and I'll bet got a lot of the LP's business. I also discovered that the Canadians and Americans were being charged more for thier drinks than the Mexicans. I found this out by accident when I was having a beer with a local couple. It was they who challanged the bar tender when he charged me twice as much as he charged them for the same amount of drinks. It seems that the manager instructed him to charge us more because " the Gringos can afford it". Not a very good business practice if you ask me. When we asked to speak to the restaurant manager about this he was conveniently no where to be found. I know the economy is bad down there but don't take it out on you paying customers.
It's really a shame that incidents like this marred what otherwise was a very pleasent stay. The Luna Palace is a great little place to stay. Don't ruin it by stiffing your guests.