To start with : it's a very nice property. The pools a great , the rooms are big. Service is ok... not what exactly we where expecting. YOur personal buttler is a bit of a joke. We called three times , three times the line was busy and you where supposed to leave a message ? Something is getting wrong when it's easier to call front desk then your "personal" butler. We switched room after the first night and never saw the personal butler of the new room during the stay.
Service at the pool was ok but it was more "go and ask someone" and you will be helped then an attentive service. If you where at the pool sometimes before sundown basically you where left alone with no towels and no service.
Some people in their review compare Palmilla to las Ventanas. Well, I think Ventanas is definitely one category higher. Service is far more attentive , rooms are nicer , but maybe Palmilla has more options for families.
Prices are very steep. It used that mexico with his labor costs would be cheaper then USA but when you go to a Four Seasons in Hualalai (voted 1. hotel in the world by tripadvisor) and you find out that prices at the end are at least 30% cheaper (not talking about the accommodation but everything from food to drinks and extras ) you start to ask yourself what is gone wrong ?
First you have to add about 27% to every cost (service and taxes) . Instead of allowing the guests to put the service charge on the items it's automatically added what definitely does not improve the service (thats why perhaps the fs in Hualalai lets the guest define it). Then prices of the food and drinks are sometimes mind-blowing. My son wanted a water with gas at breakfast and got a mini-bottle (the mini-size you use in a bar and a grownup zips in one shot.. ) for 12 usd (my other son wanted still water .. so just add another 12 usd to pay 24 usd for water at breakfast) . Water in the room and pool is free but in the restaurants it's very expensive like everything else. It's easy as a family if you don't have breakfast included in your rate to spend 700-800 usd for food and drinks a day and this without choosing any special bottle of wine. Most main dishes in the menu are above usd 50 ... and you have to add .. the usual 26-27% ... then you spend for example 24 usd just in water a dinner (2 bottle and add ++) as they unasked continuously pour you water in your glasses , what makes you leave the table at the end with all the glasses of water still full.
There are not many restaurant options around but it's worth trying Nicksan (it's really good and way cheaper then the restaurants in Palmilla even adding the taxis back and forth if you don't want to walk) . There are two Nicksan's but one is just outside the property and offers excellent sushi and other dishes but only has a couple of dishes for meat-lovers (but a nice wine list..).
Rooms are, as said, nice . If you want to save some money don't go for the beach front rooms. Take the ocean front ones . Why ? beach front is far more expensive and you have no guarantee that you see the beach (in our case there was no way ) . As you see from the added picture there is a little difference between the advertised view : "line a dramatic shoreline, including one of Baja Mexicos few swimmable beaches" and the posted reality (and this is no mistake : it was confirmed twice that our view is considered beach front... and have fun to check yourself what such a beach front patio junior suite view costs.. )
The times when Mexico was cheaper then other destinations for family luxury holidays are definitely over. You leave such properties having at the end payed a lot of money.. much more then in other countries. Astonishing for us is that at the end such places like Palmilla in Cabo are far more expensive then comparable places in such pricey islands like hawaii.. where beach front rooms .. are what you would expect ... and service you pay when it's delivered and food , water , drinks, wine costs are significantly lower..
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Valued Guests,
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Thank you for your honest feedback regarding your recent stay. I regret to hear that you feel your experience did not align with the cost. Though we know our price points are on the higher end of the spectrum, we hope that our guests leave One&Only Palmilla with strong feelings that their experience was worth every penny they spent with us.
Our goal is for guests to feel completely taken care of and experience an unparalleled value. That’s why we have more than 800 professionals working to help make each experience personal and uniquely special. I would like to personally apologize for any lapses in service during your time with us. Though we strive for perfection at all times, I know that issues may arise. We enjoyed having you and appreciate your candid review. We promise to take note of some of your suggestions that you have mentioned in order to create a greater overall experience for everyone. Thank you for visiting One&Only Palmilla.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.