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“Better Do Some Maintenance”

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Hacienda Encantada Resort & Residences
Ranked #19 of 70 Hotels in Cabo San Lucas
Certificate of Excellence
Mosinee, Wisconsin
Level 2 Contributor
9 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Better Do Some Maintenance”
Reviewed March 20, 2014

This was our 3rd year going to Hacienda, and the maintenance is simply not being done. All the pools had tiles missing, the floors in our room were filthy, I tripped and fell in a puddle by the women's restroom near the pool, the infinity pools were not filled to "infinity" until our last day and were very cold, and the quality of the drinks was much worse. If they don't start improving things soon, it will be a ghost town soon. The employees do their best, but I think the owners better start putting less into their pockets and more into keeping up the place.

  • Stayed February 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank mks71892
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Saint Paul, Minnesota
Level 5 Contributor
20 reviews
common_n_hotel_reviews_1bd8 38 helpful votes
Reviewed March 20, 2014

We're a couple in our 60s, and have been to the Cabo area every year for the past 15 years. We usually stay at SolMar and Grand SolMar, and in recent years, also rent a home in San Jose for an extended (several month) stay.

We've always wondered what Hacienda Encantada would be like; we've loved it's location and view, and it's decor, with a true Mexican flavor. A year ago, we purchased a 'trial membership' which allowed us to stay at HE this year. We moved to the HE after spending two weeks at the Grand SolMar. While this review is not a comparison of the two (Grand SolMar is clearly a 5-star resort), some of my comments clearly are biased by the very near-term experiences at Grand SolMar.

HE is a beautiful resort. The location and view are nothing short of spectacular. The rooms and balconies are well designed and comfortable. We loved the Mexican art and furnishings. We found the beds comfortable; the kitchen totally adequate; and closet/storage space excellent.


We were told when we purchased the trial package that we'd 'always' get the best rooms, "since they'd want to impress you so you buy a full ownership". This didn't happen. While we had a nice room, it was in the so-called Phase 2 buildings--quite a distance from the ocean, and with a somewhat limited ocean view (we were on the 2nd floor), that view being blocked by the Phase I buildings. When checking in, we were told that the Phase 1 was filled by 'owners'. As the week progressed, we more-and-more felt like second class citizens since we were not owners. (More about that below).

We checked in a few hours earlier than official check-in time. The check-in area was literally a zoo with dozens of people checking in and out. Staff appeared overwhelmed. They unloaded our car and tagged our luggage. Noone welcomed us, nor did they direct us to the 'front desk'. After asking where we check-in, we were led to a room with 3 desks and 3 workers. They were efficient but not at all friendly or welcoming. Once the appropriate papers were signed, we were told the room would be ready around 2. No one offered us a tour or map of the resort, nor pointed out any of the features--we were left to our own devices for the next few hours. Since we had a car, we decided to head into Cabo for lunch. At two we returned, only to be told the room would be ready 'soon'. About 45 minutes later, when I again checked at the front desk, they issued us our keys.

Then the wait for the golf-cart to take us (and our luggage) to the room began. As noted, staff appeared unprepared for the number of check-ins/check-outs on this Saturday. After about 10 minutes, a driver appeared and transported us to our room. The resort is not large, but is very spread out and very hilly. The cart driver did give us a quick mini-tour on the way to our room. Our luggage arrived shortly thereafter.

Interestingly, supplies in the room included coffee filters, but did not include paper towels! Perhaps we're spoiled from other resorts, but nearly every place we've stayed that has a kitchen, provides at least a small roll of paper towels! A trip to the in-resort hotel solved this problem, but it shouldn't have been necessary.

The room was more or less clean. There was some human hair on the shower floor--we didn't use that shower for a few days, and even though the rest of the bathroom was cleaned, that hair remained until I removed it. So much for the housekeeping.

Unlike other resorts, it appeared the maids only came once a day, and only did a quick cleaning. Replacements of towels, bath mats, soap and shampoo was haphazard. Some days we did without bath mats or shampoo. Soap supplies seemed particularly stingy--with one small bar of soap provided for each bath room and each shower. Towards the end of the week I noticed different, larger bars of soap (and different shampoo) on the maids cart. I asked for more soap/shampoo and the maid then restocked the room. I'm assuming since we were not owners, we didn't get the 'good' stuff!

My wife has mobility issues, so use of the carts to get from our room to other parts of the resort, or to our car, was a must and was often frustrating. Sometimes carts would be available within a minute or two--other times, a call to the front desk would result in a cart being sent--but the wait at times was over 10 minutes. On one occasion, the cart driver was so rushed, that he started moving the cart before my wife had both feet in. Fortunately he stopped quickly when I hollered, thus avoiding a fall or injury. (At other resorts with carts, usually the driver asks if everyone is ready before the cart moves.) And, of course, lots of use of carts means lots of tips to the drivers.

On our second day, the room became very cold. The room had two thermostats for the AC. No matter where I set them, the AC was either always on or always off. Setting for 72 degrees resulted in the room being 65 if the AC was on, or hot if I turned the AC off. A call for service led to a repair person coming to the room, and telling us to not use the AC, but instead use the ceiling fans. In fact, he turned off the power to the AC units in the circuit box hidden behind a picture.

On our third night, we were out until about 11 PM. The resort really shuts down around 9:30. When we returned with our car, there was no one to park it--(we were told no cars can remain in the parking area for more than 20 minutes). Finally, I found a staff person at the front desk. He took the car keys, then drove us to our room in the cart. When we entered the room, it smelled of sewer fumes. They were coming from one of the bathrooms. I figured it was hopeless to call the front desk, so I turned the AC units back on (fortunately I had watched where the circuit breakers were), turned on the exhaust fan in the bathroom, shut the door, and we went out to the balcony for about 45 minutes. This cleared most of the odor.

The odor problem happened again the next night. This time I did call the front desk (was much earlier), and they sent a maintenance person up quite quickly; he poured some water and a chemical into a floor drain--and it seemed to resolve the problem for the rest of our stay.

As noted in other reviews, staff is friendly, but just not in tune with pleasing guests. One early evening I needed to change a 500 peso note, to get smaller bills for tips. Believe it or not, the front desk said they couldn't change it! (This was a first, I've changed larger bills for smaller bills at dozens of hotels and resorts, and have never had a problem!)

I could go on--we were charged for internet (owners are not). Food was mediocre at best, although our service was generally prompt and friendly. Beach chairs at the 'lower pool' are reserved by guests at 6 AM--(other 5-star resorts have enough chairs and pools so this isn't necessary!) At the upper pool there were a total of 6 umbrellas for sun (and two were broken).

So bottom line, the resort IS beautiful. The location is spectacular. Service and maintenance leave a lot to be desired. If HE is striving to be a three star resort, they're there. If they view themselves as 4 or 5 stars, they have a long way to go. Attention to details makes all the difference.

My trial membership was for three years. I won't be using year two or three!

Room Tip: Try to get into Phase I, or higher floor rooms in Phase 2.
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  • Stayed March 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank CaboAgain!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Brentwood, California
Level 3 Contributor
18 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed March 18, 2014

From check in to check out, this place is so welcoming and warm. The bellmen are always so happy to see you and they remember who you are year after year. The pools are really beautiful and well kept. But one thing you can never forget here is the spectacular view from this resort. Watching the whales jump and play, just amazing. We love coming back year after year as it just keeps getting better and better. The management is so personal and want to talk to you and hear how your experience is at the resort, which of course is amazing. We met so many wonderful people while there as well. Thank you Hacienda Encantada staff! We will definitely see you next year!

Room Tip: We always recommend the ocean front rooms, the views are amazing.
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  • Stayed March 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank June H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chicago
Level 6 Contributor
98 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 79 helpful votes
Reviewed March 12, 2014

Beautiful location perched above the ocean on soaring cliffs.
The resort exudes a traditional Mexican-Spanish decor, complete
With high end Mexican art work, and furniture that drifts one into
Another era.
The pool areas are well kept and common areas are spotless.
There are several restaurants which can be utilized when in
'All inclusive' mode.
One of the nicer properties offering 'fractional' ownership, on
The Cabo Rivera Corridor.

  • Stayed March 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank algis
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Saint Louis, Missouri
Level 4 Contributor
30 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed March 9, 2014

We spent two weeks at the Hacienda Encantada in February. We absolutely love this resort. The views are incredible, the amenities great, and the staff and workers are so pleasant. My husband loves to do the water aerobics class each morning led by the activities director, Fernan. He does a great job and gets to know everyone by name. The studio unit is huge and is large enough for two people comfortably. The kitchen facilities allow us to cook our meals occasionally instead of going out every night, which gets expensive. We had a few meals at Las Marias and found the food to be much improved over last year when we were there. We enjoy listening to the harpist as we enjoy the ambiance! There is so much to do in this area- you have a lot of choices besides just enjoying the beautiful resort.

  • Stayed February 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank happytraveler66_12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Los Angeles
Level 5 Contributor
71 reviews
47 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed March 9, 2014

The Hacienda Encantada is a lovely, sprawling resort on the coast leading to the city of Cabo San Lucas. The handsome and colorful buildings, decor and landscaping offer a lovely vantage point for breathtaking views of the beach, ocean and nearly mountains. The food was great, and the service always friendly and responsive. I went for a destination wedding and everyone was most pleased with this wonderful place.

Room Tip: Ocean views.
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  • Stayed March 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Martin Z
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Washington DC, District of Columbia
Level 3 Contributor
17 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed March 8, 2014

Paul Lopez and Julia Calderon made us feel welcome and provided great service and guidance during our weeklong stay. We are definitely rebooking next year!!
They greeted us every day and made sure that we were being treated well.

  • Stayed December 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Patricia R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hacienda Encantada Resort & Residences

Property: Hacienda Encantada Resort & Residences
Address: Carretera Transpeninsular Km 7.3, 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 Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#10 Top resorts Hotel in Cabo San Lucas
#13 Spa Hotel in Cabo San Lucas
#16 On the Beach Hotel in Cabo San Lucas
#16 Luxury Hotel in Cabo San Lucas
#22 Romantic Hotel in Cabo San Lucas
#24 Family Hotel in Cabo San Lucas
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Hacienda Encantada Resort & Residences 4.5*
Number of rooms: 222
Official Description (provided by the hotel):
Unique and breathtakingly beautiful, this spectacular Contemporary Hacienda style Luxury All Inclusive resort located on the Tourist Corridor in Cabo San Lucas offers magnificent panoramic views to the Sea of Cortes, romantic settings, distinctive dining, spacious and luxurious accommodations, and a variety of venues for special events. Your will be amazed of the bright, terracotta colored, Mexican Hacienda style buildings that are beautifully decorated with handmade Talavera tile murals, vases, classical sculptures, Spanish colonial fountains, contemporary art for contrast, and upscale traditional Mexican furnishing, driving them to experience an authentic Mexican ambiance throughout their stay. ... more   less 
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Also Known As:
Hacienda Encantada Hotel Cabo San Lucas
Hacienda Encantada Resort And Spa
Hacienda Encantada Resort & Residences Cabo San Lucas, Los Cabos

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