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“Disappointing as an owner”

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Hacienda Encantada Resort & Residences
Ranked #20 of 71 Hotels in Cabo San Lucas
Certificate of Excellence
Reviewed May 30, 2014

We have been owners here for 3 years. Love the view! The villa decor is gorgeous! And, several of the staff are awesome. Specifically, Oscar, Jacob & Eduardo (tall with dark hair). What we noticed this time, as confirmed by other members here at the resort and on recent postings is that the service is sorely lacking. We also heard there was a recent management change. However, 3 separate requests to speak with the manager resulted in no response whatsover. So, let me put this bluntly. HC wants people to buy at this resort as they are aggressively marketing, and wants current owners to upgrade. The resort needs to deliver... BIG TIME. Our other visits were phenomenal and this time, was an all around disappointment. The resort appeared understaffed and disorganized. Mutliple requests had to be made for even simple things. like pool towels and extra soap. When valets could not be reached despite several calls to have our car ready, the front desk interceded, but, never delivered the message to the valets. Why, then, request the information when you do nothing with it? There were multiple screw ups with the concierge and we are patient people who understand that some things occasionally get lost in translation, but, again, these issues never happened previously. We pay decent maintenance fees and have noticed areas of neglect in a fairly new facility such as fountains not working and water features turned off with no explanations.. Here's the real deal, we may well consider visiting another resort next year in lieu of staying here until Hacienda Encantada gets their act together. There are a lot of other options.

  • Stayed: May 2014, traveled as a couple
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10  Thank nkompanik
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HaciendaEncantada, Guest Relations Manager at Hacienda Encantada Resort & Residences, responded to this reviewResponded June 4, 2014

We don't like to disappoint our guests and owners. Thank you for your comments and we'll find a specific solution for this. Thank you.

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2,306 - 2,312 of 3,197 reviews

Reviewed May 29, 2014

This resort has the most spectacular setting. The views, the serenity and the friendly staff is first class for sure. The ancillary staff is excellent and make you feel very welcome. Fernan the activity director and Martha, el Patio manager are defiantly huge assets the the environment. The resort grounds, rooms and restaurants are keep very clean and stocked. The food is improving and the restaurant staff makes dining a very pleasant experience. The resorts security is very efficient safety being of high importance. I hope the management will improve the reservation and checking processes, they are very difficult and can be very unpleasant. Retaining competent staff would defiantly increase the welcome home feeling of this beautiful resort. We do highly recommend this resort to Baja travelers.

Room Tip: Ocean view room and many locations for ocean views
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  • Stayed: May 2014, traveled as a couple
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2  Thank Cathey S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HaciendaEncantada, Guest Relations Manager at Hacienda Encantada Resort & Residences, responded to this reviewResponded June 4, 2014

Your words are very kind and motivating. Thank you for recommending our hotel. Come back soon.

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Reviewed May 28, 2014

Usually at the end of a week, I'm ready to move on... However, at the end of my stay at Hacienda Encantada I wished I had reservations for at least another week. Our room was well appointed, stylishly decorated, and most comfortable. Aside from sleeping, we spent a lot of "room-time" on our private patio that overlooks the sea. We also found a variety of events and services such as the gym, two gorgeous swimming pools, and in the evenings, we frequently sat outside and listened to a wonderful singer/guitarist. Some meals were spent at the resort and the food was very good. With a rental car, we found easy access to both San Lucas and San Jose where we tended to avail ourselves of local beaches and fine dining. Above all else, the staff is exceptional and we found this to be true of the restaurants, pools, office, and transportation staff.

  • Stayed: April 2014, traveled with family
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1  Thank Mary343_11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HaciendaEncantada, Guest Relations Manager at Hacienda Encantada Resort & Residences, responded to this reviewResponded June 5, 2014

Thanks for your comments. The guitar guy is very famous he has a lot of fans. Come back soon.

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Reviewed May 26, 2014

I'll be to the point with pro and con..explaning the issues at the end.
3 adults, 1 2 yr old
used getaway for stay- 1 week
1 bedroom, 2 bath
ground floor near ocean corner of phase two building
never once asked or told or hasseled about buying here
PROS: View of lands end and ocean-amazing, esp sitting by the bottom pool.
swim up bars, yes 2 of them!
taco/tequilla bar
view from bfast/dinner restaurants
rooms- had a 1 bed, 2 bathroom. big-open, lovely rooms that stayed cool all day long. 8 out of 10. great baths and showers too.
friendly/helpful* staff
internal resort shuttle service
kids areas- splash zones, trampolines, fooze ball, ect
spa- i was surprized by how relaxing my massage was and what a nice shower i had after in the locker room. with the all inclusive plan you get 40% off a 50min masage or facial..normally its $100, but $60 discounted. also have specials on thursday for massage and facials..many good deals to be had.

CONS: I listed the bfast as terrible- mainly because of the dozen or so birds flying in-out-and ONTO the food in the resturant( its an open plan-no windows, walls resturant). The birds would fly in, land on the light fixture and then swoop down and help them selves to the uncovered food( staff did have metal covers/steamers for most of the food). The rest of the food, i.e.-fruit, yogart, bread, nuts, milk , ect was either not covered at all or with a napkin. Their were hawk sensors on the cielings that screached a hawks call when the sensor was tripped by the birds, but I only heard it go off once.
Was just worried for my 2 yr old eatting bird fecus that could have very easily gotten into her yogart, milk , ect. On the first morning there, we were sitting out side and our tableand my wifes food was pooped on!! no joke!! we kinda laughed it off and moved inside- we were still in our 1st day of vacation mode- but in actuallity we should have conplained.

what i found most frustrating was the staff just staying right next to the food that was getting eatting by the birds and not doing one thing about it. no waving of the hands or attempts to "shoo" them away. pure lazyness and or not caring.

OK- other cons..those birds, guess what?- you can also see them by the pool side grills, where the food gets set out to be served and even-yes- on the food prep tables! again, staff-cooks showed 0 effort in trying to keep them away or off the surfaces that should be clean. i mean really!? as a chef, you see a bird land on a table thay you slice meat, fruit and other raw and cooked food on, you see birds land on it- pick food off of it-yet you do nothing?! Place would be shut down if in the USA...
more cons:watered down drinks
only low lable booze and beer: must pay extra for common known booze( jack D, patron, 1800, don jolio, most all vodkas, ect) and drinks like a caddy margarita..really- after paying $142 per day per person.
Food: dinner is ok- selection is moderate, again, extra for lobster and "good" cuts of steak..their filet migon was the worst " filet migon" i ever had...but pool side food( beside ceviche) is not good. And its pretty much all mexican food minus a few plates.
staff by pool side- some where great, others not so much..i contribute this to a language barrier, but even when you do speak the language, its not always right.
Pools; could be cleaned more often and some are in need of professional repairs. not the half-cocked toothpaste tite repairs dotted all over most of the lower pools.cracked concrete around hot tubs. accidents waititng to happen
tricky to get onto beack- now we knew this and didnt care much, but be aware!! one slip on a wet rock down and that hip is broke grandpa!

the resort is hilly but its good to get a little exercise.
never got hasseled about buying a time share- not once. maybe because we owned somewhere else?

im happy to give more info should you want it, now lets see what excuses the resort has listed below.. :-)

Room Tip: pretty much any room on phase 1.. south corner towards lands end for lower floors or floors 3 and 4...
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  • Stayed: May 2014, traveled with family
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4  Thank MrPoncho
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HaciendaEncantada, Guest Relations Manager at Hacienda Encantada Resort & Residences, responded to this reviewResponded June 4, 2014

The mentioned issues and comments will be considered as the most important to us is your satisfaction. We will be exited for your return.

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Reviewed May 25, 2014

the Hacienda Encantada Resort and Spa is one of the JEWELS of the Cabo San Lucas area.
Anyone looking to Relax, be pampered and enjoy a week in the sun owes it to themselfs to go here.
My wife and I just finished what was the best Vacation we have had together in 34 years of marriage. We had great food at every meal. Met some great friends in the pool and had the time of our lives on the Property.. We had planned to go to town daily and ended up only going twice as everything you need is right there.
Great Staff, Great property.. World Class Cuisine and just flat out the nicest people you would want to meet..

Can not wait to get back

Room Tip: Phase one rooms over look the infinity pool and the ocean phase two try to get on the 4th or 5th fl...
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  • Stayed: May 2014, traveled as a couple
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1  Thank Anthony S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HaciendaEncantada, Guest Relations Manager at Hacienda Encantada Resort & Residences, responded to this reviewResponded June 6, 2014

Best vacation in 34 years? That is incredible! We are very flattered by this news. Will be waiting for your next visit .. to offer you more incredible experiences... Regards

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Reviewed May 24, 2014

Hacienda Encantada was truly an exceptional experience! From the moment we arrived to when we left, the staff was always available and eager to please. The main reason for our (my wife and I) trip was to get away and relax. We were able to do just that here. Our room was great; everything was in proper working order and was always kept clean. We did have one problem during our stay; the staff came within 10 minutes and corrected the issue. The restaurants were fantastic, each had a certain appeal and menus would change depending on what night it was so you wouldn't have the same thing over and over again. The view of the Sea of Cortez is a memorable one, where you can lounge on the beach watching the sunset. And there is a shuttle that goes to downtown if you are looking for a little bit of excitement. The spa was a great tool to help with relaxing, if you're going for the same reason we did, check it out. In general, we enjoyed our stay with Hacienda Encantada. I feel one of their greatest assets are their employees. The staff here would move mountains so that you would enjoy your stay. Look forward to next time!

Room Tip: Go for the ocean view and all inclusive.
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  • Stayed: September 2013, traveled as a couple
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1  Thank Eddie321
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HaciendaEncantada, Guest Relations Manager at Hacienda Encantada Resort & Residences, responded to this reviewResponded June 6, 2014

Our staff is always looking how to make your vacations unforgettable in every moment. We are glad we accomplished our goal during your stay with us. Come back soon.

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Reviewed May 22, 2014

We are owners at this resort and have been here 3 years in a row. The first year was great. The service and food were amazing. The resort was well kept up and clean. The second year was good but there was a few minor issues. Nothing to really speak of.
This year has been a total disappointment. The first night we went to the taco bar for supper and the waiter forgot to put in our order. It took over 2 hours to get our food at a taco bar. We shook that one off as they were busy since our last few years were so good. The next day we went to the pool and the water quality was very cloudy. There were also things floating in the water. It looked as though they haven't clean the pool in a long time. I am not a very picky person so we swam in the pool and just moved on with our vacation. That night we went to the La Trajinera fine dining restaurant on the resort. It was a great meal, but about an hour or so after we ate I started to feel sick. I spent the next 24 hours in the room very sick. We have been asking other people how the stay is and we are getting the same thing from other couples. We asked some of the staff what is going on and we were told that there has been a management change and the new manager fired over 80 workers. I get the fact that you need to do staffing changes if it is needed. I feel that this move has really affected the quality of this resort. Now we as owners must suffer through the recent change until they can get all of the staff needed to run this resort hired back. Very frustrated owner.

Room Tip: Tell them you are looking at buy a time share. They will bend over backwards for you. :)
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  • Stayed: May 2014, traveled as a couple
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11  Thank marlin4447654
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HaciendaEncantada, Guest Relations Manager at Hacienda Encantada Resort & Residences, responded to this reviewResponded June 5, 2014

It is a concern to us realize that you have been sick, we sincerely hope you are feelling better by now. We have a new administration and without a doubt have some improvement. We apologize for your experience and ask for a new opportunity in a near future, better times for our Hotel are coming.

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Additional Information about 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 Luxury Hotel in Cabo San Lucas
#16 On the Beach Hotel in Cabo San Lucas
#22 Romantic Hotel in Cabo San Lucas
#24 Family Hotel in Cabo San Lucas
Price Range: $145 - $1,001 (Based on Average Rates for a Standard Room)
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 Resort And Spa
Hacienda Encantada Hotel Cabo San Lucas
Hacienda Encantada Resort & Residences Cabo San Lucas, Los Cabos

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