Was not the 5-star experience we were expecting!
We were a group of 6 women from California, with 3 separate rooms booked coming to celebrate our friends’ 40th birthday and what we thought would be a simple, fantastic service, experience for us to share.
We had emailed (6 times) to ask for the rooms to be near each other and provided our confirmation numbers and they responded they’d put in a request, and as we arrived to check in…with no cold water or towel or drinks offered, we learned that they did not accommodate us and we were all of different floors of the hotel!
The rooms themselves are very outdated, and even have smell of mildew, they are spacious and have great views, but the air conditioning does not work well and unable to adjust the temperature, only two small water bottles provided daily. One of the nights at 4am a fire alarm went off and woke many of us up on different floors, they had one of their electrical panels on floor 2 go up in smoke outside of one of the rooms.
Secondarily, my numerous concierge requests by email (email and form they advertise on their website), as we were a group of 6, included request for dinner reservations at their two restaurants (and yes, ONLY two restaurants for dinner available) and they responded once to tell me the options and asked for time, but never booked the reservations — as we arrived we were told that there were no spots available for us and to book all through app, which only allows you to book for number of people to the room - and only way to get for all, is to book 3 at the same time and hope all are available and add in notes that we are together (so much hassle for guests!!!) and only after pleading with concierge, they accommodated one for the night of our arrival on a Thursday for 8:45pm dinner, that’s it! There was a man, Hector, who was VERY unsympathetic or understanding and said nothing they could do since I did not get a confirmation, even though I showed my 6 emails to concierge over last 45 days asking for requests.
There is NO swim-up bar you would expect, there is no bar you can walk and order your drinks — all is done through the pool servers.
Their service is slow and only way to get attention at the pool is to keep tipping the servers, we had to tip $10/$20 every few drink orders otherwise the service was VERY slow.
YOU HAVE TO BRING CASH, and tons of it - they don’t have you sign for your orders at the end where you can tip and confirm all is correct to your order, you must have cash in hand or you will literally not be seen.
The menu at the pool that’s posted in the app, is NOT AVAILABLE AT THE POOL, you could only order from another restaurant - food took a VERY long time, especially pizza. Nothing fresh on menu, plain and boring with minimal seasoning or even salt; nachos ( a few pickled jalapeños, one bite of pico, one small scoop guacamole and almost no beans or cheese), tacos are just plain tortilla with meat and tiny bit of guacamole, and essentially nothing else on menu! They don’t bring you salsa or hot sauce or salt on side.
Although they offer “Don Julio” blanco, I will tell you right now, it is watered down, they only serve their shots warm so you get more taquilla flavor and smell/taste, but it is not authentic - I had over 10 shots in a day in my margarita/ranch water, we ordered shots on the side, and never felt even a bit buzzed. There are only 4 wine options, all very cheap, served warm, and not good - their bottles to purchase were 1,300-4,900 MXP ($100-$285 usd) ; LaCrema Pinot Noir 3,100 MXP ($180 usd and on Vivino $27) so prices for anything to buy were outrageous.
We went to the SAKKE restaurant, we told them a friend was vegetarian and they still cooked all the veggies next to the meats with meat juice running into them, then to rectify it, they cooked a piece of tofu on the same grill without cleaning it. Was so inconsiderate, especially when you share in advance and most other restaurants in Cabo take allergies and diet...
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