I’m writing to inform you of our recent stay at your Secrets Marquis Los Cabos Resort. My wife and I were on our honeymoon and looking forward to the time away together. We rented one of your Casita Ocean View rooms from November 5 through the 10. I have to say I found it very odd that when we arrived at the resort we had to pay for the week up front before even seeing our room or setting foot in the resort itself. Our concierge Noe Valencia escorted us to our room and we both fell in love with it. Noe gave us a tour and explained how everything worked from the mini bar and fridge to the nook where we would be getting our morning coffee, pastry and fruit. We were very excited about the upcoming week.
Our first day there was great we spent it on the roof in the pool. We even ordered a late lunch and they brought it up to the roof for us. We ordered 2 Cesar salads and I only mention this because my wife can’t have dairy. She told room service and they said they would leave the cheese off and make note of it so no dairy would be sent to our room during our stay there. We took a walk along the beach and when we returned we sat out by the pool and watched Monday Night Football till about half time. At half time we went back to our room and to the roof to enjoy the pool and the view. We were disappointed to find out none of the lights including the one in the pool worked so no enjoying the roof for us. We inquired about getting the lights fixed and were told several times that they were going to be fixed. They eventually got fixed on Friday our last night there so for all the money we spent we got to enjoy 1 night on the roof.
Tuesday morning I woke up to find coffee, pastries and fruit in our nook. We had some then ordered breakfast to our room. After breakfast we put all the dishes in the nook and left for the gym. When we walked out our front door we found all our dishes and glasses from the day before piled up outside our room. They were still there when we returned from the gym. We figured we would wait to see if someone would get them because it was still early. After being on the roof for most of the day my wife went down stairs and noticed our room wasn’t made up yet. She called to have someone come make up the room and pick up the dishes from the front of the room. I didn’t believe they were still out there and looked in the nook to see if the breakfast dishes were still there. They weren’t, instead I found our clean towels and sheets. I guess for $ 1,200.00 a night we have to make up our own room. As for the breakfast dishes let’s just say the pile outside our room grew in size.
We ordered lunch to the roof and continued to enjoy the pool and nice weather. After about 45 minutes I walked down the steps to the ground level where I found our lunch sitting there at the bottom of the steps. I guess they didn’t feel like bringing it up to us.
That night we went to Spice your Pan-Asian restaurant. We got hibachi seats with 2 other couples. Our chef burnt our food while trying to make a volcano out of onions. I guess he was trying to hide the fact he overcooked everything because it was smothered in soy sauce to the point it tasted like you were eating pure table salt. Only one out of the six of us was able to finish their meal. My wife and another lady at our table couldn’t even eat any of it due to how salty it was. We went back to our room disappointed and filled out our breakfast card for the next day. My wife put my name on one side and checked off what I wanted and her name on the other side with her order. She put it outside on our door.
The next morning our breakfast arrived but only my wife’s order came. I called down to see where my breakfast was and I was told they didn’t get it. Now how is that possible when they were both on the same card? After about 5 minutes of getting nowhere I was told they found my order and it would be right up. It was, my wife’s order was resent. We put the dishes in the nook and went on a city tour for the day. When we got back we ordered dinner to the room, 2 more Cesar salads. When they came they were covered in cheese. My wife called room service and was treated rather rudely. When she brought up the fact she was told it was to be noted not to give us dairy she was told she should have asked for no cheese and it was her fault. Regardless it’s lettuce and chicken how hard is it to just send another salad?
We called our concierge but he was gone so we decided to wait till the morning and talk to him. Thursday morning came and I showed Noe the mess outside our room. A day and a half worth of dirty dishes and glasses piled up outside our room and in the nook. He couldn’t stop apologizing to us. He said everything would be fixed and finally the electric on the roof to.
Thursday, we decided, would be spent at one of the infinity pools downstairs. While in the pool I lost my wedding ring. We were both frantic looking for it. A manager came over and asked what was wrong. My wife explained what happened and he said he would have someone come over and vacuum the pool for my ring. 25 minutes later I found it myself no one ever came to help like promised. After that, Noe came over to us with the chief of concierge Vania Castro and the food and beverage manager Enrique Ramirez. They listened to all we had to say and promised us both that everything would be straightened out.
That night we went to Canto del Mar your French restaurant. After waiting 20 minutes for a table we were allowed to go back to the restaurant. Now I’ll be the first to admit I did not realize it was formal and I was underdressed. I had jeans a white shirt and flip flops on. We were asked if we wanted to sit inside or outside and we chose inside at which point we were told we weren’t allowed because I didn’t meet the dress code. Why ask then? Why not give me the opportunity to go back to my room and change? We were told we could sit outside that they would make an exception. We said fine and as we were waiting for a table a gentleman walked wearing jeans, sneakers and a football jersey. What is your dress code?
At dinner we were asked twice about food allergies and twice my wife said no dairy, egg plant or zucchini. When our main courses arrived she had zucchini on her plate. When we asked the manager of the restaurant about it he said we never said she had any food allergies. We decided we were done and got up and left we didn’t want desert. As we were walking back to our room the manager chased us down and got in my wife’s face and started arguing about what had just happened. Now this was taking place in front of the main bar on the second level in front of other guests. This was the final straw. We went back to our room with a couple we met from New York to have a couple of drinks on the roof and the electricity still did not work.
The next morning our coffee was in the nook and the dishes from the previous day were on the ground in front of our room. Clearly nothing we addressed with Enrigue and Vania was fixed. My wife called and requested to speak to Vania. She was in a meeting and we were told she would be given the message we were looking for her. We got dressed and went to the concierge desk and waited for her. After letting her know what happened at the restaurant the evening before and about the electricity and dishes she told us she would have the hotel manager Ignacio Mendoza get in touch with us. We went back to our room where we were told he would meet us. He never showed up and instead met us at the spa where we had an appointment for a couple’s massage. He sat and listed to all we had to say and asked to meet us in our room after our massage. We said fine and after we were done headed back to our room. On the way to our room we stopped at the Barefoot Grill and ordered lunch and a couple of drinks to be delivered to our room. Mr. Mendoza was waiting for us at our room and we sat down to talk about our week. While talking our lunch was delivered but as usual there was a problem. We both ordered chicken sandwiches and they were left off the order so the waiter had to go back and get them.
At least it happened when Mr. Mendoza was in the room so he could get an idea of part of what we went through. When all was said and done Mr. Mendoza offered to refund us our couples massage, our dinner that night on the roof and one night of our stay. We didn’t feel this was a reasonable compensation for the money we spent and the service we received, the fact we were charged up front, because it was our honeymoon and the way my wife was treated by the manager of Canto del Mar. We told Mr. Mendoza he could do that for us but we were still going to follow up on the matter once we got home. His response was he would compensate us for the massages and dinner on the roof but not our last night there because we were planning on following up on the matter when we got home.
Our electricity was finally fixed on our last night there. The dinner on the roof top was nice and probably one of the high points of the trip. It’s a shame to be charged all that money and to be given such poor service. We almost feel as though we were scammed because we paid up front and now we can’t get our money back because we clearly didn’t get what we paid for. Also, this was our honeymoon something you’re supposed to remember forever. It’s sad we want to forget more than half of it. We would appreciate it if someone could contact my wife or I to further discuss this matter as we don’t feel it is fair we had to pay for something that clearly wasn’t what was promised us.
Thank you for taking the time to read this and we hope to hear from someone soon.
It took 3 more e-mails and 3 months to get the same result 1 night comped and nothingelse. I wouldn't waist my money for just a view there are other resorts nearby.
- Official Description (provided by the hotel):
- As of November 1, 2011 Marquis Los Cabos has officially been transitioned into Secrets Marquis Los Cabos offering all of the privileges of adults-only, Unlimited-Luxury® for the first time on the scenic Baja Peninsula. At Secrets Marquis, guests can enjoy handsomely appointed suites with world-class amenities, 24 hour romantic in-suite dining, exciting daytime beach, land and pool activities, nightly entertainment, gourmet a la carte dining without reservations, complimentary international and domestic brand beverages and so much more! ... more less
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- Also Known As:
- Secrets Marquis Los Cabos Hotel San Jose Del Cabo
- Marquis Los Cabos Hotel
- Marquis Los Cabos Resort
- Marquis Los Cabos San Jose Del Cabo