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“Beautiful resort, lacking in service”

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Sheraton Grand Los Cabos Hacienda del Mar
Ranked #28 of 71 Hotels in Cabo San Lucas
Certificate of Excellence
Louisville, Kentucky
Level Contributor
63 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
“Beautiful resort, lacking in service”
Reviewed March 14, 2013

We went here on a free awards trip from my company thank goodness. The resort is gorgeous d well maintained along with having more pools than one could ever need but that's where the praises stop. The prices were outrageous had we been paying for them and the service at the pool and restaurants(except for sushi bar) was horrendous.

Let's start with the pool servers, always in a hurry, never smiling or saying thank you, and acting like they hated their jobs. It didn't change when we went to the pool bars, as those servers/bartenders were even ruder and acted as if we were torturing them to make us a drink/take an order. The service was so bad at the pool bar beside the golf course we chose to not even go to that pool again the whole trip.

From there it moves to our room. We stuck the card out to have breakfast delivered between 7-7:15 the 1st morning. When it didn't arrive by 7:30 I called. They said it would be right up. Since we had to leave at 8, I called at 7:45 but still "just a moment". The food never arrived and they didn't apologize or anything. Even an apology would have been nice but most places would offer something to make it up.

Then we have the mini bar, never restocked daily as we were told it would be. One day I had to call FOUR, yes four, times to get them to come restock it. That's not the service you expect from Sheraton or a Diamond Award winning resort. I could go on and on with the way we were treated by the staff at pools and restaurants but I'm sure the point has been made.

Now for the good stuff: beautiful resort, nice pools, really good food, and great staff working at the sushi bar, special event dinners, and the front desk(when you go in person). We were even overcharged for our extra night that we had to pay for and Jayson has been emailing me diligently to get it corrected. Those things are why I rated it average and not 1 star. The cons far outweighed the pros and unless something drastically changed, we would never return here. I'm a former Elite Sheraton member that has always loved their hotels/resorts but this one falls way below acceptable.

Room Tip: Oceant front is more expensive but we had tremendous views from an Ocean View room. Went to an Ocean...
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  • Stayed February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank wkupike2000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (408)
Date | Rating
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English first
Auckland, New Zealand
Level Contributor
13 reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed March 12, 2013

Just completed our first visit to Sheraton Hacienda Del Mar, and we were underwhelmed. We are Starwood Platinum members, so we were upgraded from two regular adjoining rooms to a villa, which was wonderful; however, the supreme service ended there. The pool food and drink service was the worst! The only time we got service is when we literally waived someone down. It seemed as though the waitstaff at the pool resented taking orders -- they weren't friendly and it took an inordinate amount of time to get our drinks once orders were placed. The restaurant service wasn't much better -- be prepared to wait 30-45 minutes once you place an order at Tomatoes (even when it's not crowded). The housekeepimg service was inconsistnet -- we routinely had to call for water and coffee replinishments. There are some fun activities at the resort -- a pool with basketball goals and a volleyball net, afternoon bingo games and black jack poolside, and organized beach volleyball and soccer. The activities are great for kids (of all ages!). The grounds are well-maintained -- pools are clean. If you want to swim at the beach, you probably won't be able to do it here -- strong waves and dangerous currents make it almost impossible to get in the ocean. Overall, we enjoyed our vacation at the resort, but we were staying "for free" using Starwood points -- not sure I would want to pay the rack rate for the same experience.

Room Tip: Villa rooms have a mini kitchen with full fridge, microwave and small cooktop.
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  • Stayed March 2013, traveled with family
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Helpful?
3 Thank Alicia W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Portland, Oregon
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed March 10, 2013

We absolutely love the Sheraton Hacienda Del Mar; the grounds are so tropical and well-maintained. We're able to totally relax at this resort. We've spent a week there every winter for the past 7-8 years. We've never stayed all-inclusive but rarely leave the property other than to walk to the Cabo Del Sol Golf Course for breakfast and/or lunch daily as the food quality and service is far superior to the Sheraton's options. Our favorite restaurant for dinner has been do Cortez ever since it was renovated, re-named and the menu changed after it sustained significant hurricane damage five or so years ago. The grilled veal chop was amazing and the service by Octavio iincredible. We just returned from nine days at the Hacienda Del Mar on 2/27/13. While the property was just as beautiful as ever and our vacation just as relaxing, we were so disappointed to learn that the de Cortez chef had moved to the Westin, the menu and concept had changed from mesquite grill to quasi-French and Octavio had left, along with all but one of the prior wait staff. We tried de Cortez once and the over-priced grilled chicken was a dried out game hen that was oven-roasted rather than grilled. The one "side" was six spears of burnt asperagas. Service was marginal. We ended up dining twice in Cabo San Lucas and went back to the Cabo Del Sol golf course for dinner when we didn't have Mexican food at the Sheraton. We'd like to see better dining options at Sheraton Hacienda Del Mar. We won't be returning to either de Cortez or to Pitihayas, the over-priced Asian fusion restaurant. We've never seen more than six people at the Sushi Sports Bar at one time and Tomatoes is way over-priced for poor-qualty bufet food. We're considering staying at the time-share poriton of the resort next year so that we can cook our own meals rather than dine at the Sheraton.

  • Stayed February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank BellaStella81
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Wilsonville, Oregon
1 review
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed March 8, 2013

Overall, it was a nice hotel, however, there were several reasons why we will never stay here again:

1)The room was not all that clean and we could hear EVERYTHING that went on in the room above us.

2) We were there in an "all inclusive" capacity and once we arrived, it was apparent that this hotel typically does not do that. We had to be VERY careful to stay inside the very limiting boundaries of the rules around what was in and what was out

3) When we checked out, we expected a very small bill....and we got that ($7.00 USD). Upon our arrival home the next day, there was an additional charge of $235 USD on our credit card bill. I have not yet had time to contact the hotel and get an itemized statement. It seems somewhat illegal to charge my card after I had departed.

4) SERVICE - honestly, the service, except for a few limited exceptions, was terrible. At times, it would take more than 30 minutes to get drinks that we ordered pool side to actually arrive. It was much faster to fight through the terrible service at the bar rather than sit by the pool and wait. Neither of these situations is acceptable for a resort of this caliber or rating.

5) TIPS, tips, tips....I know this is normal at most places, but the staff seemed fine to do something for you when a tip could be expected, but when it was not, do not expect any level of service at all.

Room Tip: Get close to the water....you can end up walking a long ways at this resort.
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  • Stayed February 2013, traveled with friends
    • Value
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Helpful?
8 Thank Kory K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Baltimore, MD
Level Contributor
102 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed March 7, 2013

We have friends who traded a "timeshare" (now called "vacation club") for a week at this resort and invited us to join them. Never having been to Los Cabos--and eager to see our friends again, we agreed. First and foremost, the place was beautiful, right on the beach, superbly furnished with excellent service. You could probably say that about a dozen other places on the beach between San Jose Cabo and Cabo San Lucas. Once there, you could lie on the beach or lounge in the pools without going anywhere else. Restaurants are quite good also. But the whole experience seemed a bit artificial to us, and it clearly was quite expensive, something that can be said about the whole Los Cabos area. It's LA South with a Spanish inflection. But the weather is incredibly good, sunny with a cool ocean breeze.

Room Tip: We stayed in the Vacation Club side, not the hotel. All the "apartments" on the Vacation...
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  • Stayed February 2013, traveled with family
    • Value
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    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank LarryMason
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Boise, Idaho
Level Contributor
73 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 52 helpful votes
Reviewed March 7, 2013

I've been to several all-inclusive resorts in Mexico over the past few years, but the Sheraton Hacienda del Mar is the first that I've been to in Cabo. The resort is a blend of fabulous and not-so-fabulous characteristics. For those folks who are considering a stay, you'd be well served to know what you like in a resort and what you don't before choosing this property. If you're looking for a vacation spot where you can unwind, hit the pool and just generally relax, this one might fit the bill. If, like me, you like to enjoy the local sights and prefer a more lively vacation, you might want to go somewhere else.

Here's a quick rundown of the fabulous things:

- Large, clean room with a very comfy bed.
- Well tended property that is inviting and beautiful
- Helpful, friendly staff
- Food was acceptable, but not great
- Great whale watching from the hotel and beach.

A rundown of the not-so-fabulous:

- The location on the ocean is nice, but there is nothing around the resort. This is okay if you only want to lounge around the pool for the duration of your stay. If you want to do activities or see any sights, you're at least a $20 cab ride away.

- The Sports Bar/Sushi Restaurant is less than ideal--it doesn't work well as a sports bar, or as a sushi place. Some mash-ups work, but this one is a terrible combination. Never before have I eaten sushi while a ping pong match took place six feet away.

- The place seems to close down at night. The pool bar, which would be a great gathering place to meet and hang out closes at 5:30. Eating and drinking is then restricted to one of a handful of small, not-so-great locations (one of which is the aforementioned sushi/sports place.)

- Food prices. If you visit, make sure it's the all inclusive selection. If you intend to buy your meals as you go, be prepared to pay $35 for the breakfast buffet (each person).

  • Stayed February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Steve H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
East Greenbush, New York
Level Contributor
25 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed March 5, 2013

What a beautiful resort... The pools, hot tubs, decor, and majority of the staff were so very welcoming and wonderful. The food at De Cortez, Sirens, and Tomatoes were wonderful with great service. The pool bar at defiles, there was a very rude female bartender there whom I don't recommend... avoid at all costs. The cleaning staff was sub par... when I asked for towels, I received a bar of soap instead? Edwardo, he ROCKED greatest guy ever ask for him by name very customer service oriented and brought us everything we needed. Concierge staff amazing. Visit if you can just be weary of defiles pool bar and cleaning staff - sub par.

  • Stayed February 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Private620
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Sheraton Grand Los Cabos Hacienda del Mar

Property: Sheraton Grand Los Cabos Hacienda del Mar
Address: Corredor Turistico Km 10, Lote D | Cabo del Sol, Cabo San Lucas 23410, Mexico
Phone Number:
Location: Mexico > Baja California > Baja California Sur > Los Cabos > Cabo San Lucas
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#9 Business Hotel in Cabo San Lucas
#15 Top resorts Hotel in Cabo San Lucas
#20 Romantic Hotel in Cabo San Lucas
#20 Spa Hotel in Cabo San Lucas
#23 Luxury Hotel in Cabo San Lucas
#23 Family Hotel in Cabo San Lucas
#25 On the Beach Hotel in Cabo San Lucas
Price Range (Based on Average Rates): $$$
Hotel Class:4.5 star — Sheraton Grand Los Cabos Hacienda del Mar 4.5*
Number of rooms: 270
Official Description (provided by the hotel):
With its cobblestone lanes, winding paths, quaint Placitas, fountains, restaurants, and shops, the Sheraton Grand Los Cabos, Hacienda del Mar captures the feel of Old Mexico. A full complement of guest services is offered on premises to satisfy the refined needs of both the meeting and leisure travelers. ... more   less 
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Also Known As:
Sheraton Hacienda Del Mar Hotel Cabo San Lucas
Sheraton Hacienda Del Mar Resort And Spa
Sheraton Cabo San Lucas
Cabo San Lucas Sheraton
Sheraton Grand Los Cabos Hacienda Del Mar Cabo San Lucas

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