The resort has some good things but the bad things far outweigh the good.
For example, we stayed without the elite all inclusive plan for first half of the stay and the staff was good, food was good, ect..
Only major complaint was that they penny pinch you for everything. Want wifi? Cost you, per a device, per a day. At the rate we got it would cost you $400 a month for 2 devices, and once connected to your device, you cant switch devices. We work from home so this was a crazy price for us and 2 devices wasnt enough for us, for some reason we dont get phone service in the room, but we do anywhere else in the city. (They say that it cost for wifi everywhere else in Mazatlan, this is false, we looked up hotels after they said that and pretty much all of them give free wifi, including their biggest competitor)
The big issues were when we upgraded to the Elite plan, what is suppose to be their best plan, was pretty bad to say the least.
For example, remember I said the staff was good? The staff in the Elite lounge where you check in, terrible. Its as if you are bothering them if you need to check in, in fact the first time we went to check in there, after paynig for elite, she litterally sent us out the door and told us to go to the regular front desk and she wouldnt help us.
When you pay for Elite, they say you get a VIP elite check in with drinks that include premium alcohol included and hand made pastries and sandwhiches from like an award winning chef. They provided none of that to us, we even asked if we got it, they just said one word "yes" and sent us out the door.
We were not told anything included in our Elite plan, we get room service, but there is no room service menu, nor do they provide how to find it. We are suppose to get discounts on like spa services and other stuff, they didnt explain any of that, which, we were interested in, but didnt use because they wouldnt tell us anything. We even asked and they just said "I dont know" wouldnt even find the info, ask anyone, nothing, looked at us and waited for us to leave.
You are also suppose to have robes, slippers, a beach bag, and other elite stuff in your room when you check in, we did not get provided any of that.
We had to walk all the way to the front on multiple occassions to ask questions, that usually didnt get answered because they didnt know, or to ask for something we didnt get.
They hold us, the guests, to a high standard and penny pinch for everything, so id expect at the minimum for them to do what they say in the description for your money you paid, but they fell short.
Oh, and dont even bother getting drinks at the pools or the beach club, it was a joke. IDK what qualifications you need to be a bartender here but they cant make anything proper. Im not even saying bad, yes, it was bad, but they were no where near the drinks we ordered.
For example, a Pina Colada, everytime we ordered it at the beach club or pool, it was dole pineapple juice with ice, litterally that was it.
But if you order drinks for diner at the restaurants they are good and made proper. So they know how, but I dont know why the bartenders cant make anything right anywhere else.
Another example, ordered a Mojito at the beach club, we were given some sort of green juice with mint leaves in it and it tasted terrible.
Ordered a dirty monkey, no idea what was in it, but the color again was not correct and the taste was way off.
Also at the beach club we went to the bar area to order, they told us to find a seat and they would come to us to take our order, no issues. Or we thought, it took over 1 hour to get the drink order in, and another hour for him to come back and get the food order in. Why didnt we order food the first time? great question.
We asked for a food menu, they said it was at the chairs on the beach, none, anywhere, so we had to wait.
I was told the pools are heated, but they are ice cold to, couldnt...
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