This is a long review but we'd like to share our experience with others who might be planning to visit this hotel.
We stayed at the Sunset Beach the first week in July. We don’t know if it was because of the holidays but the service was not as good as expected. In any case, if they expect to be full they should hire more people. They were understaffed.
The hotel is absolutely beautiful, it’s quiet, has nice views, an outstanding landscaping. The food is good but their menu doesn’t vary that much. The waitresses and other staff were polite and provided an amazing service, but the hotel has serious management issues.
Shuttle from/to Airport -.
When we reserved our week on the phone two weeks before our trip, they told us there was a shuttle service available at the airport. They forgot to mention that the hotel does not provide this service and you have to reserve it through private transportation companies at the airport, at $20 - $22 per person each way.
We had reserved our week at the Pacifica and when we arrived there at 4:30 pm, we were told they had moved us to Sunset Beach. No explanation. They never told us why the change. They were good at confirming our reservations at the Pacifica via e-mail but neglected to notify us about the change to Sunset Beach.
They didn’t give us a map of the hotel.
They forgot to open a credit line at check-in. We had dinner at the Bistro and around midnight the waiter woke us up to say we had no credit and needed to go downstairs to fix it. Took me 15 minutes to connect with the Reception Desk to open our credit.
Next day we decided to visit Rose in downtown. We went to the lobby to take the shuttle and were asked for our ticket. Again, they forgot to mention that you have to “reserve” a seat way ahead of time because they fill quickly and depending on the time of the day you have to wait an hour or two. They also forgot to tell us that their shuttle does not leave from the lobby and you have to take a golf cart to the Sunrise Café. We almost missed our bus the first day.
We did the all inclusive four days only. We had a color band put on our wrists in Sunset Beach and went for lunch at Pacifica. When we got there the waiter said we couldn’t have the all-inclusive because we were coming from Sunset Beach. We had to explain (this time and a few other times during our stay) that our original reservation was at Pacifica but they moved us to Sunset Beach and we were allowed to eat/drink at any of the hotels. He checked with the administration, apologized to us and changed our wrist bands. If you book a rooms at Pacifica the all-inclusive is good for any of the others hotels. But if you reserve at any of the other hotels, Pacifica is not part of the all-inclusive.
Unacceptable. There is no internet connection in the room. They offer Wi-Fi at two locations only. There are computers available for those who do not bring their own at $5.00 for 30 minutes. Print outs cost $1.00 per page. We are in total disagreement with this. Timeshare owners should have this service for free.
Food in general is good but limited. They offer the same menu for breakfast every day.
Breakfast in La Nao was good. The only problem is that is so packed that you have to wait in line between 15-30 minutes to get a table, plus other 10-15 to order, and another 10-15 to get served. At dinner time you have to make reservations in advance, better the night before or you won’t get a chance.
On our last day we went to The Bistro for breakfast. We got there at 9:15 am and our transportation to the Airport was leaving at 10:45. By 10:20 we were still waiting for our breakfast. In the end, we had to take it with us and eat it at the airport! Totally unacceptable. We ordered pizza and they didn’t have it because the oven had caught on fire two weeks prior and they didn’t know when would be working again. They should take this option out of their menus or let patrons know in advance.
My husband got sick one day and stayed in our room. When he woke up at night we ordered something to eat. They said the kitchen was quite busy and it would take them 45 minutes to deliver – actually, our food arrived two hours later, almost at midnight.
If you want to spend a day by the pool you have to get there by 9 am at the latest or you’ll be on your own. Not enough chairs available and the pools are overcrowded. Food service is good.
If Pueblo Bonito wants to rent their hotel for weddings, they should keep it out of the recreation areas that we owners pay for. It’s okay to have them at the beach but the Sky Pool should not be closed all day for a wedding reception. This causes overcrowding in the other pools, considering that weddings are usually on Fridays and Saturdays.
Way too expensive. Not all of their restaurants are in the all-inclusive plan. You have to pay a $20 fee for their top-notch restaurants and in general the food is always the same and over-priced. Better go and enjoy what they offer in town. You’ll save a lot.
Make sure to review your bill before you pay. We were charged almost $100.00 extra for food at the Sunrise Café. We never ate there. They pulled out the ticket and someone else had signed using our room number.
If Pueblo Bonito wants to maintain their status as a **** hotel, they need to address these administrative issues, the sooner the better. The staff tried their hardest, they were polite, courteous, friendly, but they are overwhelmed with problems they cannot solve. Thanks to them our vacation was not a total disaster.
The resort is beautiful but until they change it for the best we are not sure we will want to come back. And if we do we will definitely stay out of the all-inclusive.
- Official Description (provided by the hotel):
- Situated on the western side of the tip of Baja, overlooking the Pacific. The resort's 50-acre site and expansive private beach provides guests with a uniquely tranquil and secluded setting. As you pass through its gates and gaze upon the endless stretch of pristine coastline, you will know that something special lies ahead. Bathed in light from sunrise to sunset, this refuge of luxury is the ultimate destination for romance and seclusion. ... more less
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- Also Known As:
- Pueblo Bonito Sunset Beach Hotel Cabo San Lucas
- Pueblo Sunset Beach
- Pueblo Bonito Sunset Beach Resort
- Pueblo Bonito Cabo
- Pueblo Bonito Sunset Beach Golf & Spa Resort Cabo San Lucas, Los Cabos