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“Luxe, Mixed Feelings: Great Food & Butler - Restaurant Service? Not so much.” 4 of 5 stars
Review of Pueblo Bonito Pacifica Resort & Spa

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Pueblo Bonito Pacifica Resort & Spa
4.5 of 5 Resort   |   Cabo Pacifica s/n, Cabo San Lucas 23450, Mexico   |  
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Hotel amenities
Special Price
45-50% Off All-Inclusive
Ranked #15 of 66 hotels in Cabo San Lucas
Boston, Massachusetts
Top Contributor
71 reviews 71 reviews
20 hotel reviews
Reviews in 31 cities Reviews in 31 cities
31 helpful votes 31 helpful votes
“Luxe, Mixed Feelings: Great Food & Butler - Restaurant Service? Not so much.”
4 of 5 stars Reviewed November 13, 2012

Some things great, some not so great.

We had a girl's weekend and were so looking forward to our stay. I had arranged a 1 bedroom ocean view suite which came with a butler. I called to confirm my request for 2 queen size beds as well as the coordination of our spa services. We also called another time to arrange for pick up at the airport.

My friend cancelled her reservation since we were staying in the same suite and had confirmed several times, just to be sure they knew we were all in the same suite.

Unfortunately, the reservation was completely booked wrong. They had only 1 person staying in the suite and explained, ad nauseam, how that's all they had, it wasn't there fault, didn't care we confirmed over 4 times, insisted it wasn't their error ... blah blah blah. It was inevitable they were going to charge us so after the 3rd time trying to resolve it while we were trying to check in I finally had to say STOP! Skip to the end and tell us what the cost would be. All due respect, you are supposed to care about ME ... not about YOUR system issues.

I will give it to them that, prior to learning about the issue, they had already upgraded our suite to a ocean front with a double veranda ... but it was a king bed and pull out queen couch. They did not have even an ocean view with the 2 queen beds and insisted they were at capacity which was bull. There was no way they were and it was confirmed after our first couple of days because they had been short staffed the whole time we were there.

After about 45 minutes of checking in, we finally got to our suite and it was breathtaking. Stone floors with beautiful inlaid designs, a domed ceiling in the living room area, the double veranda was divine and the view was spectacular. The bathroom had a walk-in shower, tub and the toilet was separated with a door. Again, beautiful stone, big sink, etc.

There was a big foyer, 2 closets, a large, almost day-bed like couch, desk and 3 chairs, a couple of chairs for the living room area, 2 loungers on the veranda outside the living room and 2 chairs with a table on the veranda outside the bedroom. They stock your fridge with water and soda.

One thing that struck me was the lighting. It was so zen-like. Soft, amber colors. Very calming. The headboard in the bedroom was especially beautiful with a pattern of glassed "windows" back-lit with this soft lighting. So nice.

We were there for 5 days and spent 95% of our time on resort. We only left to go on an excursion on the Eco-cat catamaran, which I would strongly suggest, and went to La Frida for dinner at the Sunset resort up the hill.

The food at Siempre was delicious. We ate there 3 of the nights. Great, diverse menu, delicious and unique desserts, a large selection of wines and, of course, a fantastic array of tequila's. The servers at dinner were always great, albeit a little slow but because we were in no hurry, we didn't really notice.

Pescados is the little restaurant across from Siempre and their sushi was also delicious. Fresh, well presented, varied menu, nice wines, etc. Problem ... service. They were all a little clueless and tripping over each other. Their intent was good, as they wanted us to have great service, but without a manager, it didn't quite cut it. Again, though, you enjoy being outside, it wasn't "that" bad and they were very nice.

We didn't do any beach dining or private dining. Breakfasts were at Siempre and we did do some lunches and 1 dinner at Aire Restaurant, the poolside, buffet style set up. While the food was interesting and delicious, it wasn't properly kept up. There were always trays that were either empty or had the wrong foods that didn't match the description of the sign. It was luke warm most of the time as well. The service at this restaurant is atrocious, for both lunch and dinner. The problem is that there was no manager orchestrating the service. Everyone was each on their on course, no coordination, re-active to complaints and, frankly, we felt bad for the staff. At one lunch, we waited over an hour for food and had to go to the service area to get it ourselves.

The spa services should not be missed. I had a mani/pedi, facial and beach-side massage. All were fantastic. The spa itself was calming and really beautiful.

Our butler, Jaime, was a doll. So nice, so accommodating, so organized. If you get a suite with a butler, request him.

The overall friendliness was also something to note. The servers were all VERY funny and endeared themselves to us. They would make little jokes and were very sweet. One of our waiters, Carlos, had named us ... the queen, the princess and the empress. And he remembered us.

So, overall, I would recommend this place. The value was great, even though they charged us extra for their mistake, they did comp us one of our spa services, which was very nice of them. We really appreciated that good will gesture.

I will definitely go back.

Room Tip: If you choose a suite, ocean front is best, although ask for a room that is not directly above the p...
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  • Stayed November 2012, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (424)
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English first
Vancouver, Canada
2 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
2 of 5 stars Reviewed November 12, 2012

We have been to a lot of luxury resorts and boutique hotels around the globe but Bonito Pacifica was by far the worst!, First we checked in at 7pm and we where asking if its possible to get a table at one of there restaurants, the unfriendly and arrogant front desk agent Carlos told us the had 1 table available at 7.30pm so we rushed to check in get to the room didnt had time for a shower and as we arrived at the restaurant siempre its was half empty!! Now the service staff at Siempre like Abraham the Sommilier (the beach dinner was fantastic with Abraham he really made 2 special nights for me and my wife), Regulo, Bryan and others are always very very friendly, helpful and it was the only outlet where we could say its kind of a luxury resort. The Pool Restaurant service staff are more like little kids they just play around instad of taking care of the customers (waiting time to get a server to your table around 20 minutes with 5 servers and 10 tables), by the way the food was really good everything fresh and use of local ingrediants, compliments to the chef!, The Firepitch bar with the most unfriendly bartender closes at 10pm but you can order a couple more drinks before and sit there after midnight, sorry guys but a luxury resort has a good bar which opens later than midnight or what about a martini or piano bar for guest the like to enjoy their day maybe after midnight. Yes their is room service 24/7 but my wife is vegetarian and it was not possible to make her something without meat or fish???. Overall we willnot be back in this Resort its just not that what we would love to have seen, next time if we go to Cabo we will stay at the Capella or the one & only maybe a liitle bit higher priced but much much better!!

Room Tip: deluxe ocean view room
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  • Stayed November 2012, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Fort Collins
Senior Contributor
38 reviews 38 reviews
8 hotel reviews
Reviews in 17 cities Reviews in 17 cities
30 helpful votes 30 helpful votes
4 of 5 stars Reviewed November 12, 2012

We booked a 1-week trip to Cabo through Vacations-to-Go with Ousie Stiles as our agent. I’ll start my review by saying that Ousie handled our travel plans seamlessly and to perfection. Nothing was left out and nothing was missed, and it included our transfers from and back to the airport. She was great.
The Pueblo Bonito Pacifica resort in Cabo San Lucas is a very nice resort. Very secluded, very quiet, and very clean. The grounds and the pools are maintained in a spotless condition. I’ve never been in such a clean pool as the one at this resort. There are two pools. One is a large round “quiet” pool for relaxing, swimming, floating, and relaxing in the sunshine. It also has a view of the beautiful beach. Although you can’t swim in the ocean from this beach because of the currents, it is a beautiful site and great for long walks.
The other pool has the swim-up bar and caters to the guests in a more party mood. There are exercise programs going on, contests (including drinking contests), and pool volleyball.
The rooms are spacious and comfortable. The AC will freeze you out if you let it. Private balconies are a great place to admire the views and have a meal. Beds are firm but comfortable as are the pillows. The TV is dated and carries a good variety of channels including major US networks from both east and west coasts, as well as quite a few HBO and Cinemax channels. However, the channels carrying the network affiliates (ABC, CBS, NBC, and FOX) from the states would freeze for 1-2 minutes every 10-15 minutes. Kinda annoying, but we tolerated it. The room has WIFI access, but it is considerably slower than we are accustomed to. Additionally, there are several choices of wireless networks to access, all labeled “Pacifica Guest” and it was trial and error to pick one that actually worked. If one got hung up, we disconnected, and connected to another choice. I think they have a major bandwidth problem. That said, it was free and we were able to use it most of the time.
With one exception, the service at this resort is top-notch. From the doormen, bellmen, front desk, room service, pool service, and restaurant service; we were treated like royalty. Never had a problem being served at the pool or in our room. The servers came to know us after only a few days and had our dinner drinks ready when we sat down. The one exception was the woman at the welcome desk where you get you wristband after checking in. She was pushy on the sales pitch and when we turned her down, she took back the information packet she had given us that detailed available activities in the area. She said that it was just for those going on the sales tour of the other resort (Sunset Beach). I had looked through the packet already and it had nothing to do with the sales tour. It was about snorkeling, fished, ATVs and other activities in the area. I think she was just being a meanie.
Food: The main sources of food at the resort are the two main restaurants. The Siempre restaurant is where the breakfast buffet is held. You can also order breakfast from the menu there. Good selection of food. Eggs to order station that will make you omelletes or eggs any style. Siempre also serves lunch with a good selection. The dinner menu has a wide variety and there is a dress code and reservations necessary. The other main restaurants is out between the pools and is outdoors. Very nice setting and they serve a “Theme” buffet every night. The food at the buffet is good variety is lacking. Mexican night is self-explanatory. There was plenty of Chicken Fajita and Beef Fajita mix. However for Asian night, Shiitake mushrooms were added to the same fajita mixes to make it Asian. BBQ night, included ribs, but the same fajita mix with BBQ sauce added. Like I said, not a lot of variety for a buffet. We had room service delivered twice during our stay. The sandwiches, burgers, and fries are great as are the individual pizzas and its included in the all-inclusive.
The concierge is able to set up a lot of tours and activities for you, but there was only one person in the concierge office at any given time and it took 15-20 minutes to serve one couple needs, and we sometimes saw 3-4 couples waiting for their turn. You do the math. You stand there an hour to get served. We skipped the concierge and went straight down to the marina area and booked our own activities. We were able to bargain and get discounts we may not have been able to get going through the concierge.
Getting to the Marina tourist area: There is a shuttle to this area, but first you have to catch a small shuttle from the Pacifica resort up the hill to the sister resort Sunset Beach, about a mile away. However to catch the free shuttle downtown from there, you have to have a ticket for a particular time. It runs every hour and we went up there thinking we could just hop on board. It was 10 am and we were told we could get tickets for the 12:00 shuttle. The tickets are free, but not wanting to wait 2 hours, we had the bellman get us a cab. There are always several waiting in line to pick up tourists. We paid the $12 to get downtown and the $12 to get back. We liked it better than planning on having to be somewhere at a certain time to catch the shuttle and having to possibly cut activities short to catch a preplanned shuttle back. We used the taxi twice and we thought it was worth the money. If you want to use the shuttles to town, make sure you plan ahead and get your tickets.
With the few minor detractors I mentioned, we really loved the resort. Everyone was so friendly and the service and atmosphere are wonderful. We will definitely go back to this resort again.

Room Tip: Get the deluxe ocean view room.
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  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Denver
Senior Reviewer
10 reviews 10 reviews
9 hotel reviews
Reviews in 6 cities Reviews in 6 cities
40 helpful votes 40 helpful votes
2 of 5 stars Reviewed November 11, 2012

We recently returned from a wonderful trip to Pueblo Bonito Pacifica. About 35 of us from all over the country attended the wedding of a great couple. Our time at the resort was great. The service was good, food adequate, and the beach wedding was beautiful. I don't have a lot of complaints about the resort, but that changed when we returned.

A couple days after returning I began experiencing major stomach problems. I learned that the family of the groom had multiple people who had to go to the ER upon returning with the same, or worse, symptoms that I had. It wasn't long before I heard from many others who attended that they too had to go to the ER and were diagnosed with the same thing I was, parasites. None of us drank anything but bottled water, but the ice in drinks probably wasn't filtered. Of the 26 people I've spoken with who attended the wedding, 22 have parasites.

I didn't call the resort to get a refund or to get angry with anyone, but simply to let them know of the issue. The response from the manager was "i'm sure it was from somewhere else. We have health standards we meet." 22 of 26 people who were all at the resort at the same time from all over the country isn't a coincidence. The manager was less than helpful and just denied it.

While the resort is in a beautiful location, I caution anyone who travels to this resort anytime soon. My wife and I have traveled to Mexico 6 times and never experienced any problems prior to this resort.

Room Tip: any rooms not on the garden level will have a spectacular view.
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  • Stayed November 2012, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PBPacifica, General Manager at Pueblo Bonito Pacifica Resort & Spa, responded to this review, November 19, 2012
Dear Guest,

We are happy to hear that you had a wonderful time and experienced a fine stay with us at Pueblo Bonito Pacifica. We value our guests, and it's always a pleasure to provide great service for our guests.

We're sorry, however, to hear that you were feeling ill after your vacation. We would like to share with you that our guests’ health and safety is of the upmost importance to our company, and fortunately, we have had no other report of illness.
We adhere to strict regulations that keep us in compliance with government sanitation regulations, and our hotels are awarded the "Distinctive H" for Hygiene award each year. This rating guarantees that our hotels meet the proper hygiene standards in regards to overall hotel cleanliness, room sanitation, kitchen practices and the handling of food (including the ice production). We provide ongoing training to our staff, kitchens, warehouses, and suppliers, guaranteeing the use of only products with the best quality. We regret the unfortunate experience you had, and will continue to comply to strict sanitation regulations and ensure that our staff uses the absolute care when handling food.

We appreciate your time and feedback and have passed your comments to our Management Team.

We strive to always improve our standards and the excellent service we provide daily, and our guests’ comments help us to do this.

Sincerely,

Pueblo Bonito Pacifica General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
West Bloomfield, Michigan
2 reviews
1 of 5 stars Reviewed November 8, 2012

My husband and I along with another couple traveled to Cabo San lucas for our 2nd part of our honeymoon and their1 year anniversary this past September. I have to say we were all very dissapointed with the service and the food this hotel had too offer. We checked in on Thursday. We both booked Ocean view rooms. The other rooms view was partially obstructed so they had too switch there room. We asked for rooms that were next too each other but they could not accomodate us. This was ver mind boggling since it looked liked there were only a total of 50 guests in the resort. We then got our luggage unpacked and decided to go down stairs and get us a bite to eat. It was around 500pm and the only restaraunt open was a japanese bar. We ordered some sushimi that tasted spoiled. There were flies all over our food and coming in and out of the restaraunt. It was terrrible. We then got some rest. Later that evening we all decided to go dinner. There was only one restaraunt opened and when we went to eat they told us sorry we can not accomodate you "we are full for the niight" When we looked around we were a little confused since there was only 5 couples in the restaraunt with over half the tables empty. The outdoor buffet themed dinner was closed for the night because of the weather. The staff told us we can go to the martini lounge and they would let us order food from there becuase of the inconvenience, this made a us a little happy. We then went to the martini lounge and ordered food and drinks. It took over 2 hour for our food to come and when the food got too us it was FREEZING COLD. This was not the servers fault it seemed as if they were understaffed and he was the only server attending to the 15 people that were in the lounge. Also our husbands asked for cognac which they said was not offered in the all inclusive package, but it clearly states in the package that cognac is available. We asked for a manager and there was not one available. They told us they will make a note for a manager and they will contact us in the morning. No one contacted us the morning. We then were hoping the next day of our vacation would play out better. We went to the concierge to set up our excursions. That was a very lengthy process. Regardless is got done. We went swimming with the dolphins and on ou way back we decided to have lunch at Peublo Bonitos sister resort the PloBonito Sunset. The service and food was amazing. We asked if they had any availabilty and they said yes the were only at half occupancy. So we went back to our hotel and spoke with manager. We told him about all of our complaints. Oh ya I forgot to mention they only have 2 pools which are old and tiles are all broken and one was under rennovation. Anyways the manager was rude and didnt want to help us.. So we basically had to to everything on our own to get transferred over to Sunset Resort. We were successfull. I WOULD NOT reccommend anyone to stay at the PACIFICA. The sunset on the other hand was beautiful, pools and views were amazing, serivce was great. Food was ok but hey I guess thats what you get with an all inclusive!!!!!!

  • Stayed September 2012, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
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McMinnville, Oregon
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
2 of 5 stars Reviewed November 5, 2012

We have been to 5 different resorts in Mexico in the last 3 years and this was our 1st one we did not enjoy. Service by the pool was terrible. I bring $100 in ones for tipping and always have to get more. One this trip I got to bring most of it home because we could not get service. Timeshare told us we could use our $150 certificate after 3hour timeshare. Spent$149 and upon check out told we could not use it. Bad service and being lied to is no place I would ever return to. Sent an email and like their service I got nothing.

  • Stayed October 2012, traveled with family
    • 2 of 5 stars Value
    • 2 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
PBPacifica, Public Relations Manager at Pueblo Bonito Pacifica Resort & Spa, responded to this review, November 12, 2012
Dear RickPam,

We are sorry to hear that you experienced poor service at the pool.

There's a certain Pueblo Bonito experience we would like our guests to have and providing our guests with impeccable service is our main goal.

We'll be sure to pass your comments to the management team so that we can guarantee that our service is at the highest standards.

I've left you a personal message with the contact information for the Timeshares Department.
If you would like to follow up about the certificate, you may use that information.

Sincerely,

M. Peraza
Marketing Team
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San Antonio, Texas
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed November 5, 2012

This quaint resort is located in the heart of all the action! Our room was located directly across from the pool and we slept like babies all six nights. The best is the beach, it's swim able and the shore is beautiful. Cruise lines dock about 3 times a week but it does not distrurbe the views or swimming.
The Deli at the resort is wonderful, great meals and reasonable prices;)
One negative, was the Mosquitos in the rooms. Housekeeping must clean rooms with doors wide open and every night we got several bites:(.

Room Tip: Request room close to beach!! It makes for a short walk!
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  • Stayed October 2012, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Pueblo Bonito Pacifica Resort & Spa

Also Known As:
Pueblo Bonito Pacifica Resort And Spa
Pueblo Bonito Pacifica Hotel Cabo San Lucas
Pueblo Bonito Pacifica Hotel
Pueblo Bonito Pacifica Holistic Retreat & Spa
Pueblo Bonito Pacifica Holistic Retreat Spa
Pueblo Bonito Pacifica
Pueblo Bonito Pacifica Resort & Spa Cabo San Lucas, Los Cabos
Address: Cabo Pacifica s/n, Cabo San Lucas 23450, Mexico
Phone Number:
Location: Mexico > Baja California > Baja California Sur > Los Cabos > Cabo San Lucas
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#3 Spa Hotel in Cabo San Lucas
#5 Romantic Hotel in Cabo San Lucas
#9 Top resorts Hotel in Cabo San Lucas
#11 Luxury Hotel in Cabo San Lucas
#13 On the Beach Hotel in Cabo San Lucas
#15 Business Hotel in Cabo San Lucas
#32 Family Hotel in Cabo San Lucas
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Pueblo Bonito Pacifica Resort & Spa 4.5*
Official Description (provided by the hotel):
The award-winning Pueblo Bonito Pacifica Resort & Spa is an enchanting oasis of natural beauty and relaxation, located on a 2.5 Mile stretch of pristine white beach on the Pacific Ocean, just one mile from lively downtown Cabo San Lucas. This boutique resort offers a deluxe all-inclusive plan providing gourmet a la carte dining, enhanced guest services and a wide range of amenities. Pacifica features five restaurants, five bars, two pools, an award-winning spa and luxurious accommodations in a calm, adults-only environment. Fashionably decorated guestrooms and suites include furnished patios and balconies with stunning views of the ocean and sunsets. Designed for the sophisticated and discerning guest, Pueblo Bonito Pacifica has everything needed for a fun and relaxing vacation experience. ... more   less 
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