This hilton has a lot of work to do if they want to get away with charging the prices we paid to stay there over peak travel times. The grounds and overall contemporary style of the hotel are beautiful and the pool was nice as well, but that's pretty much where it ends.
We originally booked a deluxe ocean view room which was not available when we checked in. We were given a partial ocean view room until a full ocean view room was available two days later. The rooms were fine but the bathrooms (where the toilets are) are painfully small. They are literally smaller than the bathrooms on an airplane. Also, the doors don't go floor-to-ceiling so you'd better be very comfortable with the person you are staying with. The decor is nice and we thought the beds were pretty comfortable. One thing that bothered us was that the walls are paper thin. If you are a light sleeper, you should definitely bring ear plugs. We had serious issue that came up (an isolated incident and I won't go into detail about it) and we were given an upgrade to an ocean front jr. suite. Staying in this room was like being at a different property. Better amenities, jacuzzi on the balcony, huge bathroom, robes, sitting area, etc. A must if you decide to stay here. If your budget doesn't allow for the upgrade, I wouldn't even consider staying here.
Overall, this is a major area the hotel needs to improve on. We did encounter some bartenders who were great, and we also thought the servers at the pool worked really hard. The restaurants were a completely different story. Every meal we had was like the never ending meal. There were two different times that we ordered room service and it never came. At breakfast every morning, we literally waited in line for 15 minutes for an omelet. There were multiple times at breakfast when we were totally neglected by the servers and had to get up to find our own coffee, get silverware, etc. We had dinner at Fogo one night and we waited 15 minutes in between the different cuts of meat to make its way to our table.
We thought the food was pretty mediocre. There are three a la carte restaurants that you need to make reservations for and the buffet. There were multiple items on the menu at each restaurant that they were "out of" for the whole time we were there. We ate at the French place the most and it was decent. The Brazilian place was AWUFL. Over cooked, poor quality meat and poor service. The setting is beautiful but that can only get you so far. The wine at this hotel is borderline offensive. It is so awful I cannot believe they service it to their guests and there is no alternative to the garbage house wine they serve. I get that people don't go to mexico to drink wine, but I have a hard time drinking margaritas and beer with French food every night. There is also an "upscale" Mexican place also that was just ok. For breakfast, the omelets were good (after you spend the time waiting for it) but the buffet was largely picked over every time we went for breakfast. Lunch needs some major improvements. I literally ate chips and guacamole for lunch every day because their options were just not appealing. They should really consider incorporating a taco bar, or something of that nature.
The pool is in a beautiful setting but its a little disappointing there was no swim up bar. One thing that was incredibly annoying was that they have people working around the pool who literally will take your belongings off your saved chair if you leave your chair unattended for more than 30 minutes. I've done a fair amount of vacationing and I have never seen anything like this. We walked to our chairs after breakfast the first morning we were there and our stuff had just vanished. The best part was that they gave our chairs to people who bought a day pass to use the pool for the day. Seriously?! I'm paying thousands to stay there for a week and you just gave my chair to someone who is not even staying at the hotel!? The rest of our trip we had to ask other hotel guests to watch our stuff if we wanted to take a walk on the beach, grab lunch, etc. Another thing we weren't fond of (and this is not the hotel's fault) was that there were TONS of kids at the resort when we were there. I felt like I was at a summer camp while we were at the pool and it got very old, very fast. They do have an adults only area on the roof of the new building, but its pretty small and the pool up there is warm and not as refreshing as the main pool.
I could go on and on about all the negatives we encountered about our stay but I think the info above should be good enough to give you an idea of what we experienced. This hotel is in a beautiful setting but there were so many problems that it really hindered our ability to relax and have a carefree vacation. I think this hotel has a lot of work to do and it all starts with management. It's completely unacceptable to order room service and never have it come. The food and service is far too inconsistent and the pool chair saving policy should be eliminated immediately. The spa is so ridiculously expensive that it was insulting. Their treatments were literally more expensive than the spa at the Grand Wailea in Maui! This place has some potential but there are definitely some major changes that need to take place, and it all comes from the top. Given the above, I will not return to this hotel and I definitely would not recommend it to a friend. Hope this helps in your decision making process!
I wouldn't even consider going if you dont get a jr suite. I stayed in rooms in both the new bu...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.