Pueblo Bonito Montecristo Estates Luxury Villas — Hotel in Baja California Sur

The views you get are what improves this review. Let me begin by saying that went to these same villas 4 years ago and I blown away by the service, the views and everything. I was so excited to come back and bring a large group of friends. 13 of us went from December 7-10, 2023. I made the reservations in September. From that time I used every e-mail address I could find to get in touch with the concierge to make sure our group could have side by side villas. Then in October I started making phone calls once a week to get in touch with someone about getting side by side villas and to make dinner reservations since we are such a large group and NONE of the phone calls would go through after getting transferred. I downloaded the app as soon as I could but you can’t do ANYTHING on it until you get to pre-register 2 weeks before the reservation. Trying to get everyone pre-registered involved uploading all 13 people’s individual passports. Finally the Monday before, I was determined to reach someone. I called the number 10 times. I would get transferred and it would ring and ring and go to a message where you could not leave a voicemail. One time someone picked up and they just put the phone down and I listened for 15 minutes as they helped someone there and then they hung up on me. One time I told the person that picked up the issues and she said she would wake sure someone picked up on the other end. They picked up bc I could hear the ambient noise in the background and then put me directly to the spa music to nowhere. Finally I just had to unload on the operator and she told what had to been happening to every call I had made that day. That’s when she gave me the name of the manager Arely Apodoca and her e-mail address. When I wrote the e-mail to her, another returned e-mail. Finally Raul, a concierge there, started texting me asking me how he could help. I started responding and then he called me and this guy could not be more rushed to get me off the phone with him and was very bothered to even talk to me. I just told him that I just needed side by side villas and 2 dinner reservations. When the first group checked in, they found out the villas were NOT side by side and when they brought it up, Arely told them that it was not promised. She did work it out and found us side by side villas. By this time my frustration level with the customer service and my hours of time trying to call them was at a boiling point. I told my husband to call them for me and to tell them that when I get there I want apologies and solutions on how they are going to make up to me the inconveniences and lack of customer service. After my husband had to make 3 phone calls he finally go through to Arely, who apparently does not have a direct phone number, got on the phone with him and told him he was misinformed and no such issues existed so there will be no apologies nor any efforts to satisfy me. When I checked in Aida who was not rude but definitely NOT NICE, took about 40 minutes to check us in because she took 2-10 minute phone calls while she was checking us in. When I reminded her that we have dinner reservations, she gave me a dirty look and just continued to check us in. By the way, of the 6 of us that checked in, only 4 of the bracelets worked and none of us were willing to go by the concierge again. There were 2 other workers in the lobby that we asked to help us and they looked at us, pointed at her and said “she’s right there”. The villa had an AMAZING view but even in the last 4 years need a little maintenance with some the tiles around the pool cracked or missing, drapes missing proper poles and the laundry room just smelled like sewer gas. The main living room never really cooled down so the people staying in that bedroom on that level just kept their bedroom door closed to keep the bedroom cool. There were ants in our villa that we needed to ask them to come treat and one night thank god they left the big spray for me to kill the big roach in the bedroom. My guests had a good time but in comparison it’s...

We had many problems at this property #57 . Here is a rundown of the house problems. -the pool was very cold and then very hot. As a matter of fact my brother in law jumped in thinking that it would be refreshing and immediately jumped out because it was much hotter than the hot tub. -Our concierge, Jerry Sanchez started out by helping us, but became unreliable a day or two in to the vacation. -There were many leaks in the house. The downstairs had a huge leak right in front of the laundry room and one of the bedrooms -The air conditioner was broken downstairs and a new thermostat needed to be put in. That happened at the end of our 2nd week -One day the internet went out, and the same day the power went out as well -leaky fridge and dishwasher I want to make sure that I tell everyone about the worst part of it all. The hot tub is above ground and there is very slippery tile and no easy way to get out. There is a short step to get out, but it is difficult and very slippery without slip-resistant surface. On Tuesday, my mother-in-law was in the hot tub and got out. She put her foot on the very small step and pulled her other leg over. Because the hot tub was challenging to get out of and very slippery she fell and ended up breaking her hip. This could be a hazard to other people and we want to make sure that something is done to fix it. A Dr. came to the room for $100 fee and told her to go to the hospital. She ended up having to be flown by jet to San Diego to have surgery. Very scary and a $30,000 flight to boot. We are blessed that she is healthy and didn't have something more serious come out of this. She had pins put in and is on the mend now. For this, we are blessed but feel that we would be doing the public a disservice by not putting this online for all to see. We don't want anyone to have to go through the same thing, or even worse. Not only was the hot tub a dangerous thing, but the master bedroom's huge walk in closet was filled with about an inch of water. I am so glad that we saw this when we were packing up my in-laws or someone else could really have gotten hurt. There was no solution to this during our stay. It seemed as if they said they were going to have to rip the wall out after we left because the air conditioner was leaking. I am upset that Jerry Sanchez or anyone else working at these LUXURY VILLAS did not do more for us. No one called to see how my mother-in-law was doing or ask if we needed anything. This was a huge deal. Also, nothing was done about any of the problems in our villa. All of our reservations ended up being messed up at the end of our trip as well, from dolphins to dinner reservations. Jerry also told us that he called a taxi to pick us up to go to the airport. This had not been done. He also said that my brother in law was to pick up the shuttle at the Montecrisco office and this was not the case either. We asked Jerry to come and fill out an incident report with us. He said that it would take a couple hours and that we didn't need an incident report for my Mother-in-laws injury. We told him that we wanted to do one anyway. He was supposed to show up to do this. Do you think this happened? NO it didn't! Unbelievable! With all of this being said, our biggest frustration is that there were many hazards in this house, which were not addressed and someone did end up getting hurt. We want to make sure this does not happen to anyone else. Update: 4 days later and my MIL talked to Edgar Bustamante 4 days ago. He was supposed to call her back after looking at the property and has yet to be called. Also, Daniel Medina the General Manager wrote back to my review about this place and said that he would contact me. This has not happened. They say they want to make it right, but when will...

I already spoke with the manager at the Monte Cristo about my experience. The resort is beautiful, most staff maintain proper covid guidelines (except when touching food with their bare hands), the few times we took the shuttles the drivers were very friendly and helpful. The food at most places has only gotten better since we were here last. Instead of promoting distancing by allowing people to take food out, the policy was the opposite, which was surprising.

The phone staff did not make us aware that we couldn't visit our preferred restaurants since we had children, the steakhouse, la frida and fellini's. So when we arrived we were quite surprised to be told we were not welcome because we had a son. In addition after being told numerous times we couldnt go to Fellinis, we find out they have a kids menu and accept kids. We actually saw a group of 6 kids join a family there.

After asking to speak with the manager of La Frida, I must say the managers at both the Bistro and La Frida were amazing. They arranged an amazing dinner on my wife and Is anniversary to enjoy la Frida menu, but sat at the bistro.

The management and concierge at the Monte Cristo were beyond lacking in a modicum of care for customer service. We spent an hour and a half switching from our room the first 2 nights to our 2nd reservation. Then because it wasnt set up properly, we were forced to wait to order anything until a certain time because it looked like our all-inclusive just started with the new reservation.

We had an infestation of cockroaches in our room. The solution was to ask us to be out of our villa for a few hours so they could spray, actually, their first solution was a guy with a can of raid. In addition, the concierge Biby was unresponsive and unhelpful. The manager of the Monte Cristo never return my request to speak with him about this and we were stuck the rest of the time finding dead cockroaches. One of the front desk folks mentioned it was not surprising and that you had found animals and rodents in the lesser-used villas. In addition since the fumigation, it seems the bugs or rodents may have died in the walls or other areas in the lower level because the smell in the downstairs can be described as dying animals or septic being pumped.

In addition, we were harassed every day at breakfast in the bistro by a sales rep Blanca for a timeshare. We told we were not interested on the first day as the only offer she had was to the Pacifica and they would not allow kids. She was very friendly, but she came to us every time with the same offer multiple times in the same meal. We actually decided to eat in the last day to avoid being harassed.

My frustration really came on the last night when my son felt ill in the restaurant before they brought dinner. We came back to the room, I asked both the bistro and Biby if we could bring in a meal as it is our last night and didn't want the standard room service menu, the bistro told us no, Biby offered two options and then ignored my response and when I called concierge he asked what happened said he may have a solution and never called back. I even offered to pay separately for dinner and was ignored, because they seemed hung up that I had the premium all-inclusive.

I would expect that a resort of your caliber would have proactively checked on us after we had such an incident in your restaurant. That certainly was not the case.

We really love the property and know that no vacation will be perfect, but there seems to be a huge divide between absolutely amazing service offered by some of your staff and an absolute lack of care by others.

The reason for this low review is the absolute lack of response with multiple reach out...