Upon leaving for the airport at 230am, we could not wait to leave the snow and relax in cabo. I was so happy we were going to arrive in cabo at 12 so we would have the entire day to enjoy ourselves. I was so wrong.
As our van pulls up to the front, we are quickly approached by Martin, the "manager." We were expecting a cold towel and a welcome drink, as we saw other comparable resorts give to their customers during the stops on our shuttle. But no- we were presented with a frown rather than a smile and then told "we have a plumbing problem, we have no room for you, we need to take you to sunset beach (sister property) right now, you are not allowed to go inside because there is no point to do so, we need to go NOW." He said he had no way of contacting us and only had our name, this is even after I told him I had emailed management to confirm my reservation and contact info and had been emailing concierge for weeks. If I go into detail, this post could be 5 pages long. I just want to say that Martin was a very rude inconsiderate man who ruined my first impression of the resort. And it is a shame because it is probably not his fault there was a "plumbing problem." Lets be real, I've read previous reviews and know that this is the excuse they use when they have overbooked their resort. Even other staff at the resort (both pacifica and sunset beach) kind of laughed when we said "plumbing problem" because they know this is the excuse their dishonest establishment uses. I think Martin wouldn't let us go inside the lobby b/c we would see other people checking in- which I did see when I finally went past Martin and headed inside without his permission (didn't know I needed to have permission to go inside the resort that I PAID FOR). After fighting and even shedding a tear out of pure exhaustion and frustration, Jaime at the front desk, the first decent nice man we met at the resort, helped us. He personally escorted us to sunset beach, made sure we were put in a superior suite, and told us to check with him the next day for a room at Pacifica. By the time we arrived at this huge family resort, checked in, ran away from the time share ppl, waited around for a golf cart to take us to our room, the sun had set and so had my mood. If I wanted to stay at a cheaper resort with kids running around, I would have booked accordingly. Our plans for relaxation were ruined. My big thing here is that what is the need to lie? Be honest with me- if you overbooked, just say so and tell me you will upgrade me to an amazing room at sunset and comp me a spa treatment. It's not that hard. Its called customer service, and sadly Pacifica lacks this. Sunset is a beautiful resort, but not anything close to what we wanted, and most of all, not what we paid for. Room service there was horrible- we had to wait 2 hours for a bottle of water and had no mini bar. It took a lot of explaining on our part to tell them that we were all inclusive and were not to be charged for anything. I still need to check my CC statements and make sure they didn't (just another headache, no surprise).
The next day, after another long conversation, Jaime at Pacifica finally gave us a a nice suite at the Pacifica. But again, with transporting our baggage from the huge unorganized Sunset beach and waiting around for our room to be ready, we lost half our day. (I suppose the plumbing and the "burst water pump" was magically fixed within 24 hours, wow, really?)
Pacifica was beautiful. After finally getting settled in, we had a relaxing stay with excellent service. We especially loved Siempre. Had dinner there twice and were very appreciative with the service we got from Regulo. He quickly remembered us on our 2nd night and remembered our drink orders. He was professional and sweet, and made us fall in love with the place. We also ran into Jaime a few diff times during our stay and he was always very nice to us and made sure we were comfortable. Had dinner at LaFrida at sunset as well, which was beautiful. It was $20 extra pp so we paid cash. (upon check out at Pacifica, we saw this on the bill- took another 30 mins of explanation to tell them we had already paid this at the restaurant- just another frustration). We tried out the spa and had a great deep tissue massage. Service at the pool and the beach were pretty good, slow at first, but responsive after tips, which I didn't mind giving.
I do want to mention that in our initial conversation/fight with Martin, he said he was going to give us vouchers for a free stay next time- what makes him think that I would EVER want to even think about booking another stay with Pacifica, when now I know that they won't even keep my reservation and will probably give it away to some black card holder (which I told him to his face). When I go on vacation, I want to relax. I don't want to deal with frustrations. Our first 2 days were wasted with stress and anxiety and wondering if we we will get to stay at Pacifica and wondering what type of extra charges we will see on our bill and have to fight about later. It is quite unfortunate to be honest because I really liked Pacifica at the end, it was so relaxing and serene, but I will never forget my first impression and the way I was treated when I first arrived. I want to stay with an honest establishment, not with a bunch of liars. (Never got this said voucher btw, no big surprise) See my review for Esperanza - that will be the next place I stay at for sure. They know customer service.
Upper floor, and an assertive attitude to make sure you actually get a room!
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 10, 2013
Report response as inappropriate
We are glad to hear you had a nice ending and a relaxing stay at Pueblo Bonito Pacifica, however we would like to extend our most sincere apologies for any inconvenience that we may have caused to your vacations. We appreciate your feedback and will continue working on the improvement of our services and their quality, as the well preparation and training of our staff members.
We would like to have you back at Pueblo Bonito Pacifica so we can rebuild a better relationship with you and your party.
Angel Sarmiento, GM
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.