Note: my rating is based on my overall experience.
Not being a first-timer to Mexico – we’ve favoured one particular resort – we thought we’d throw caution to the wind a try somewhere new. Somewhere that our friends have talked about for a long time; somewhere that they’ve been more than a dozen times; somewhere they couldn’t dream of ever changing for another resort.
Granted, the timing was wrong. Mother Nature did not bless us with fabulous weather the 5 days we spent here. Albeit horrible weather, not everything could be blamed on Mother Nature.
Our arrival was unremarkable. Our check-in was fine; although vague. Our room(s) request was sent in weeks prior and was specific – connecting rooms on the ground floor (there are no elevators at this resort), in their most quiet buildings (i.e. 25, 26 or 27). There are hotels surrounding this one that are very loud late into the evening.
My sister has a slight physical disability and I wanted to be able to be at a safe distance from her room, preferably through a connection. When I asked the check-in Concierge the whereabouts of our rooms, he vaguely, but politely said, yes the rooms are close together but wouldn’t tell me the Building number. I was hoping for the best and gave the entire situation the benefit of the doubt.
The grounds are lush and are truly spectacular. That’s where it ended …. for me. Being accustomed to an extremely modern and new resort where the rooms are luxurious and very spacious, it was rather a shock, to say the least, to see the small and dated room. No matter, I continued exploring.
We were first assigned a building (23, I think) spitting distance (no kidding) to another hotel with a wonderful view of the garbage bins. I immediately went to the concierge and asked that our rooms be changed. They were.
The balcony is odd; a very narrow length leading to and opening up to the very small patio. Nowhere to have a room service meal – the table on the patio is really a cocktail table; rusty as were the chairs that have dirty and stained seat cushions. I covered them with bath towels that remained on the chairs until we left, 5 days later. Never removed, never changed.
The bedroom is tiny by comparison to my “other” place, again nowhere to have a meal except perhaps on the desk or the bed. And I had to push in the doors on the entertainment unit at night because I would bump into them unless the doors were shut flat. Carry on …….
The bathroom, although adequate, had no hot water. I reported this to the concierge one morning and on returning to the room following breakfast, I was told that the matter had been “fixed” but that I would need to run the hot water tap for 5 or 6 minutes before hot water would flow. I ran the tap for 20 minutes … I swear. And then when I did shower, the water either scalded or went cold. Lousy water pressure and the hand held shower heads, don’t ask. I thought about a bath, but when I stood in the tub, I honestly thought the tub was going to go through the floor boards. Otherwise the bathroom was functional. Every day I showered in tepid water, quickly.
Breakfast buffet is small by comparison. The person at the omelet station those days wasn’t very good at making omelets. I’ll exaggerate a bit and say that my omelet on the one and only day I had one looked and felt like a bathmat – spongy, and tough. Not impressed with the breakfast buffet.
The major disaster: lunch! Day 2 or 3 (I forget) we walked into the Spices dining room for a sit down lunch. We were the only ones being escorted into the back section of the dining room. Another couple was soon seated after us; their order taken, their meal served up and they left before we even saw a glass of water. A debacle. After 20 minutes of waiting for a glass of water, followed by another 20 minutes of no less than 2 waiters taking our lunch order, we waited an additional 15 minutes (remember, we were the only ones eating from the menu, one fellow got a burger from the buffet). I stood up, so did my sister, and we walked out of the dining room. Long story short: the manager of this restaurant more than made up for the disaster his staff created and the day was saved.
Dinners were very good, most without events. We ate the first night at Las Ventanas which was very, very good; Palasso (Italian) was forgettable; Azia was outstanding. The last night we again ate at Las Ventanas, it was also forgettable.
The Head Concierge came by my room on day 3 to discuss a questionnaire that my sister completed and submitted on-line. My sister and my opinions were talked about and the Concierge appeared to make an effort to show caring and understanding. She offered to “see what she could do” to make up for the many disappointments and said she’d get back to us later. I told her we wanted nothing repeatedly. On the last full late afternoon of our stay (around 4:00 o’clock in the afternoon), the building concierge knocks on my door, saying that he had had a phone call from his boss saying that for all our disappointments the hotel was happy to offer us each a 25 minute massage at the Spa. Great! My sister calls the Spa to book something; they tell her that their computer is down and they don’t know their availability and to check again in the morning. Ha~! We were leaving at noon the next day. No answer in the morning at the Spa.
All in all, I was truly hoping to love this place, I really was. Except for the lovely lush landscaping everything else was almost a nightmare. Unfortunately, I will not be back.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.