Hyatt Vacation Club at Sirena del Mar — Hotel in Baja California Sur

Brief: Reservation Customer Service is indifferent. It took us hours of reaching out to get 1 email response. We can't speak as to the resort service itself because we had an emergency and could not keep our reservation. But if there is any chance you will have to work with the reservation department for changes, I would avoid this place.

Detailed: My wife, 2 daughters and I saved up to go on a humanitarian trip to Peru to take wheelchairs to those in need with an organization named "Chair the Hope." We were to deliver 280 wheelchairs throughout the week. We flew from Idaho to Miami, to Lima, Peru. An hour or two before landing, there was a runway accident resulting in the closure of the airport. We were rerouted to Panama from about 6pm to 2am. They then sent us back to Miami until Saturday afternoon, they said that the Lima airport would not be open until Wed. Unfortunately, the wheelchairs we would deliver were lined up for Mon. and Tue., and the group in Lima would proceed with the plans that had been made (which we understood). But that meant we would miss the opportunity we were going to Peru for. The organization was willing to refund our trip payment to them.

It was now Sat. evening and we were sitting at a hotel, stranded in Miami, trying to decide what to do. We decided that we would go to Cabo and make it special for our daughters over Thanksgiving. Sat. evening we made plans to fly to Cabo on Monday.

The next morning, Sun., we woke up early to a call from a friend in the same situation, the airport in Lima had opened earlier than anticipated and a flight had opened and was filling up fast. We got seats on it, the airlines were understanding and refunded our flights to Cabo. We notified the reservation department that we needed to cancel the stay at Sirena del Mar. This was about 12 hours after we made the reservation, plus there had been multiple openings at the resort when we made the reservation. We then raced to the airport and had an amazing trip serving in Peru.

The front desk had told us when we canceled that it had to go through the reservation department to get approved. I was able to get 2 emails and 2 phone numbers to contact the department. 1 of each didn't work. I left messages with the others and never received a call back or reply.

For lack of communication we disputed the charge on our card. The dispute was denied, but we now had contact info. I called the accountant and he was very pleasant and gave me 2 email addresses. I emailed both of them, still no response. I emailed again asking that they acknowledge that they had received it. Finally a response, which was ironically from the original email I had used earlier. They said they were sorry for our situation but that they were bound by the policy that says no 48 hr refunds. It was a very robotic response.

That's a glimpse at our crazy experience, I seek only to be honest. The people at the front desk were kind on the phone. The accountant was very thoughtful. The reservation department was heartless. They basically said they had no choice. Obviously somebody can override the policy and refund our stay if they thought it was justified. We had thought to go to Sirena del Mar another day, but not after being treated like that.

Major factors: -Emergency situation, we were stranded, and rerouted. -True that they had the right to not refund it, but we reserved it 12 hours earlier. There were multiple openings. -Nothing online about their noisy remodeling. -Maybe a little charity would come into play here for the humanitarian effort, but not expected. **It is next to impossible to contact the customer service of the reservation department unless you are making a reservation. If you have a situation like us, they blatantly just ignored us for weeks and weeks. Just a response to know their stance would have been considerate and appreciated.

It's the Hyatt Vacation Club Reservation Department. Good luck, maybe consider a different resort unless you are certain you won't have any...

We just stayed here for 2 weeks (from UK). I will start with the good. We had a wonderful two weeks. The location is beautiful, resort is lovely, great pools, great service overall and the food is really good. The waiters are so lovely and can't do enough for you. The cliff top setting really is stunning and the views are amazing. We saw whales and dolphins without even going out to sea. Aquafit was really good fun every morning, guys who do it are very funny. We had a garden view room the 1st week but managed to get switched to an ocean view room the 2nd week, which we really appreciated. It was spectacular. There are 3 happy hrs each day, and a 'drink of the day' (buy one get one free most of the day). Useful info: very remote, you can't really walk to anywhere apart from the nearest supermarket, which is long walk up a steep hill, and you have to cross a dangerous road at the top. We didn't mind this but bear in mind if you struggle with a pretty long steep walk. Use Ubers, not taxi's. Ubers are considerably cheaper & there are plenty of them. To go to Cabo (10 min in a car) cost us between £3 and £6. The rooms are perfectly nice, if a little dated. However, all clean & in good working order & good room service. The not so good parts, which, although didn't ruin our holiday, did dampen our experience of Hyatt. Firstly for awareness, the food & drink in resort is VERY expensive. You need those happy hours!!! We thoroughly checked our bill each time we signed it off (generally once or twice a day when staff switched over), & every day we found mistakes on our bill, where they had not applied our free drinks from the happy hours and/or hadn't applied the free taco's on Taco Tuesday. These were not minor mistakes, if we had not checked them, we would have paid around £30-£50 extra each and every day. They also got our food orders wrong 3 times and they were not complicated orders. The biggest issue for us, though, was when we switched rooms for the second week. They said we had to pay our bill for the first week as it would be a different room number, which is obviously, perfectly understandable. So we woke on the Saturday and thought we would just go down to reception to find out timings and sort out the bill, only to find that they had already taken a holding payment Friday night for the total (GONE from our bank balance but pending transaction). So I thought that was a bit cheeky as we hadn't even checked it and approved it. My husband asked them for a print out of the bill so that he could at least check it and sign it off. So they provided this. He checked it and at this point they had also added our meal from the night before so it was slightly more than the pending transaction. This is where the real problem started. They then took the higher amount, which we had signed off instead of completing the pending transaction and taking the little bit extra for that last meal. So we essentially paid the bill twice that day and they said they could not cancel the pending transaction so we would just have to wait for it to automatically expire, which, upon speaking to our bank, is 7 days!!! So we were £800 out of pocket for our second week. They did not apologise for this AT ALL. We were not rude about it but my husband did politely explain that we were seriously out of pocket for a week but they literally did not care in the slightest. As a consequence of this and all the previous mistakes, we just decided we would not spend money in the resort for the second week. We went out a few times and for the rest of our meals, we did a supermarket shop and ate lovely salads and pasta etc., in our room. Which was absolutely lovely and I highly recommend doing so if you want to eat a bit healthier and a little less expensive. We did overhear another couple say that their bill seemed pricey one day and they hadn't had their free drinks/tacos applied, and another couple said they hadn't even checked theirs each time. So our advice, if you visit this resort, CHECK YOUR...

I do not usually like to write a bad review unless it is necessary. My friend and booked through Agoda and we stayed 4 days. We picked Sirena Del Mar because it was located in a beautiful location and was HYATT branded resort. All was good until we went to our room after check in. The condition of the room seems clean, but when we walked in it had a overwhelming smell of wet moldy mop that stayed with the room the entire stay. And we could not ask to exchange as it the hotel told us the resort was full. Our experience with the wait staff/servers at the resorts' restaurant was even more crazy even when asking for coffee in the mornings, they would be so rude that you ask them for any too early. One day we heard glass shatter outside our room window, because housekeeping dropped glass in the hallway by our doorway and when we walked out 5 minutes later to go to the pool, that hadn’t been really cleaned up the glass because the shards were still on the ground so if you were walking to/from pool, or beach and did not have sandals or shoes or took them off coming back and did not see the shards you would be seriously cut from the glass. Then another day while we were sitting on their beach loungers by the pool, a metal ball flew off from the umbrella stand above us hitting my friends foot and landed next to her foot and although nothing serious, can you imagine it hitting our head? We showed the pool attendant who was walking by that the metal ball that had just popped off and all he said was oh sorry and screwed it back on and walked away. I told management and all they said again was sorry what can they do, must not have been screwed in tight? On one of the last nights we were told of a fiesta that the resort restaurant was having and it would include also a 3 course meal that was not as described, the menu said chicken, steak and seafood, but their was no steak, the chicken was dry had no sauce, and the seafood was 4 shrimp pieces. The dessert was stale. The food was not even sauced. We asked for something else or compensation for both 3 course meals and manager said he could only offer to substitute one of the 3 course meals not both and it was only a pizza and ironically shrugged shoulders with nothing they could do statement. It seems petty, but for us it is the customer service part that gets us, and when you go to a HYATT branded resort or Hotel and as a rewards member, this should be up to standard. We just wanted some help with things that should have been taken care of on a above and beyond mentality. But the customer service was handled with no care. There were some staff that were friendly, but it was the ones who we interacted with when we brought up the key issues that did not care. We also did not realize this is a time share, that we were told since we were not members of, we had to attend the time share with a promise of 300 resort credits. Which btw, they really make you sit through and push buying the time share. And treat you snobby if you don't want too. Agoda should also have a disclaimer that if anyone books this site, they should be aware this is a time share that consumers must attend a 2 hour presentation. The rooms are by no means upscale. The furniture is dated but clean, have some weird bugs that were in the room, and corner of shower curtain had a orange stain with slight mold and the drain for tub was broken. Also, we had to call room service because one of the tv's were not working. I emailed Agoda, and HYATT consumer affairs and management directly. I also pointed out that I am a member of that hotel chain’s rewards program and that I booked the room because I love HYATT here in California -all things that can help us. Got the same reply, what can they do, HYATT said the resort is offering 80.00 back which after one month we still have not even been credited for. I asked for 312.50. Still no refund or replies back. I just know when this happened with Hilton, believe me, third party or not they reimbursed everything with a above and...