1st off I would like to start off by stating that this resort is an amazingly beautiful property! Gorgeous picturesque views amazing private villas with exclusive infinity pools , full kitchens , BBQ and hot tubs.
None of this means a darn thing if the service is not there! Service will make or break a guest experience. My problem lies with the Concierge and the " Butler service" I place this in quotations as our butler never even came to our villa until our 3rd day & we had to call 3days straight asking where he was....we were told " he's on his way" and nobody ever arrived . Then when he finally did arrive it was very apparent he did not want to be there, he was down right rude to be quite frank. He messed up on our requested reservations or rather I should clarify he never even booked our reservations for golf, activities and to top it off our airport shuttle was not booked causing us to nearly miss our flight! We ad to go to another hotel and book our reservations once we realized nothing was done . We didn't even trust our butler to follow through with the simplest tasks. The failures of this single staff member had a huge impact on our overall experience as we missed out on things we wanted to do because once we found out he dropped the ball availability wasn't there. Gerry does not belong in the service industry !
Concierge is a dual department acting as front desk as well. At times they seem to be a little overwhelmed between the phones ringing and the people waiting before them for assistance. When asking them questions their primary answer is " sorry I don't know" you should never say this! How about " I will be glad to look into this for you" I think it's shameful and embarrassing that a guest has to tell you how to provide the level of expected service! We asked one of the concierge to please give us change ( remember they are front desk too so should have change for people settling their accounts.) She was unable to give us change so that we could tip one of her colleagues. We had to call a shuttle go down the hill to another hotel which took about 25 minutes just to get change because she could not provide this basic service. Failure again!
Other areas: I have no complaints in regards to any other areas . The spa was perfect , and my therapist gave me an amazing message . She was courteous and greeted me with a genuine smile. Rosa at the salon gave me an awesome pedicure - thank you ! Housekeeping was perfect and received the tip our "butler" would've gotten had he not had not been so awful. Lucia is a shining star she tried to help us one day in the absence of our butler she was very friendly too .
Shuttles: we had no problems with the shuttle services they arrived every time we called within 5 minutes very max. There are also golf carts that you can hop on and get a ride down to Pacifica and Sunset hotels at the bottom of the hill.
Food: Sunset as a great breakfast spot "la nao" I believe it's called? The food was super yummy and Benito the waiter gave us the best service of our entire trip! Someone promote this guy..... He should be training the butlers & concierge on how to improve there service skills maybe.
Pools: the pools are pretty quiet. Which is good for days you want to just relax . I sometimes prefer a more lively atmosphere maybe with some music or a dj .... The pools do not offer this, however the Pueblo Bonito Rose (sister hotel in town) does. There is a beach at Pacifica and Sunset which has nice views from the pool area . You can't swim this beach because if the currents but you are permitted to put your feet in the water ....
Some advice to management:
Provide a welcome letter for your guests in there villas when they arrive. The butler should give his business card.
Print and place the guests itinerary in the villa if they have done any reservations prior to arrival . This should be a given!
Butlers should call or stop by villas every single day to see how the service is and if the guest needs anything.
Train your staff! Their demeanor and etiquette is awful never once did I hear " I'm happy to assist, or my pleasure"
The day your guest departs the butler should be there to see the guest off , help them with luggage and print the boarding pass out to provide.
These things mentioned above world make a 6 star resort I know because I work in one myself and if I gave the level of service the concierge or butler did I would be terminated after a week!
- Also Known As:
- Pueblo Bonito Montecristo Hotel Cabo San Lucas
- Montecristo Estates Pueblo Bonito Cabo San Lucas, Los Cabos
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