I've come here several times and always make it a point to order some drinks from Alfredo Terraza at the LA Terraza pool bar. Sadly the machine has been broken all week. Alfredo and I had asight running joke about it, UT this guy went above an beyond and had my coffee made before his shift so he could make his signature Frappachino with baileyBaileys! The employees here truly make this the best place to ever visit.
Great resort and secluded. Loved the adult only feel and non-rushed attitude the resort gave. Rooms were clean and staff was super attentive. It was a great first experience to Mexico for me and my wife.
My husband and I stayed at TRS for six days and had a wonderful time. The staff was friendly and helpful, the accommodations were first class, we enjoyed our own private pool which was heated, And the atmosphere was very laid-back and welcoming. We highly recommend this resort.
First time here traveling with family and the staff has been amazing. Definitely schedule a tour of the grounds because the resort is big but has something for everyone. We had a tour with Diana and Abraham who were amazing. Biggest thing I researched before booking a resort was the food and this resort has not disappointed. Tons of options and never had a difficulty getting a dinner reservation.
Plunge pools were dirty, rooms smelled like must and mildew, food delivered via room service was cold, wait staff in restaurants got our orders wrong on numerous occasions, spa service was terrible - for example, we were brought into the "relaxation room" to relax before treatment, but there was nowhere for us to relax so we just stood there awkwardly, we were not directed to a changing room, instead we had to put the robes on in the middle of the lobby, there was a language barrier with staff where it was clear that they did not understand what we were trying to ask b/c their English was not great. The spa was noisy (thus not relaxing during treatment), there was no enforcement of having guests wear masks in the relaxation room with other people less than 6 feet away. THe restaurants often times brought us the wrong food. The positive of the trip was that the head butler, Betty was amazing and really tried to deliver high-quality service to change our negative impressions about the resort and service. We were on the verge of leaving the resort only 2 days into our 7 day reservation. Betty is an outstanding member of your team and understands how service should be delivered, but she is just one person. Her subordinate Alfredo, was terrible - on the day where we had a very bad experience at the spa, he was in my building at the butler desk (covering for our building butler) and asked me how were things going at the resort. I said not good, we have encountered some challenging issues, he just laughed and said "oh, ok." When I went to ask him a question, that I intended to ask my normal butler (question had nothing to do with the poor service I had experienced earlier that day) he said, oh your butler will be back in 15 min to help you, I am just covering for him. The issue with this scenario is that if you are senior bulter and you are covering for your subordinate, why can't you help me? I checked back after 15 min to see if the normal butler had come back, but at that point both Alfredo and the normal butler were no where to be found, so the desk was not covered. Alfredo was the absolute least helpful person on the staff that we encountered, and was intentionally deceitful which is not only unprofessional but inappropriate. The rest of the staff needs additional training on service, hospitality and attention to detail. I have NEVER stayed at a resort or hotel where the quality of service was so low.…