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at the Hacienda Encantada Resort & Residences
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Feb 28th, 2020
We will be back to Cabo but NOT this resort ever. From the day we landed to the day we left it was the worst experience I have ever had at a non US resort and I have stayed at plenty in Mexico! The only thing that went right was the service from Axel our waiter most days at El patio pool bar, exceptional service! He was the only bright light to our very crappy week at your resort. Angie Morales screwed up everything for this wedding event, she should not be working reservations because she is horrible at details, confirmations and keeping organized! All prepaid private transportation was a joke, no one was picked up. Not on the list, total confusion, had to locate your own transportation and then at checkin your resort had the audacity to try and charge us? BLAH, 50+ guests, total nightmare! Your rules on signing every receipt for all inclusive is a nightmare. Some waiters questioned the cash tip which is our decision based on service. Plus you included mass drinks and food on one tab instead of let everyone just tip their own tab. And you gave away our room our final day/night that we clearly paid for and let complete strangers have access to our room and our belongings on our and you did nothing to compensate us for your mistake? Shame on you! Never will I book your resort again!! Too much trouble for a $300 per night discounted rate? Please, there are way better resorts!! TRIPADVISOR.COM USER
Feb 28th, 2020
Hacienda Encantada was a beautiful resort! Pools were great, service from our pool waiter Rigo was fantastic! Enjoyed dinner at The Lobster Co. downtown, Los Riscos and La Barolo. Would definitely return. TRIPADVISOR.COM USER
Feb 27th, 2020
My family and I stayed in a 4 bedroom villa (not cheap) at the residences on the resort last week. Unfortunately due to some issues I don't think we shall stay here again...and I will have to dispute a service charge on my credit card that management at the resort said they would take care of but have yet to do so...radio silence on their end. I'll include the email I sent to Mr. Oscar Gutierrez asking for help, the Concierge referred me to him after saying she would resolve the issue. He called me after receiving my email, saying he would resolve it. It's been days with no update. Neither of them have done so. Disappointing and unprofessional. Next year, Esperanza resort next door! "Hola Oscar, Hope all is well. I received your email address from Brendaly yesterday and she informed me that you would reach out shortly, I am from room 1520 (4 bedroom villa) …I have yet to receive a reply so I am taking initiative to communicate with you. We had a reservation from February 16-21. She said she shared our experience with you. I will reiterate what happened. Unfortunately we had a very poor experience with &%$#@! (that is our "butler's" name..will keep it private). He rarely checked in with my family and barely did his job for us. We booked 4 out of 5 dinner reservations and all activities ourselves, he never offered or asked to help despite that being his job. Sometimes he wouldn’t even update me on questions I had until I would have to repeatedly ask him.. he wasn’t very nice or welcoming with us…and the sad thing is my family and I are very open happy welcoming and not needy or demanding at all.. you can ask a lot of the other hotel staff as we became friends with them (Trinidad, Clemente, Odilon, Jorge & Adrian (up at rooftop dining), and many others who were amazing and kind). I told &%$#@! our room smelled strongly of sewage and mold (during our entire stay) via text and in person…that was never resolved. It was not sanitary. We had plumbing issues, toilets wouldn’t flush and we often had only cold water from the showers in the master and broken tiles in the hot tub that were repaired while we were swimming. Not safe for our kids to be exposed to broken/ missing tiles. Also our entire family had rashes all over our bodies by the end of the trip, we are assuming it may be from the pool, you guys should look into it. Benadryl helped with the rashes and itching. We are a family of physicians and nurses so we noticed the abnormality of everyone having the same rash. Also when we made the booking we were told over the phone we would be getting the 2 story 4 Bedroom villa as we wanted separation from the kids but when we arrived we were placed in a one story villa. I shared my shock with &%$#@! and he said he would see if a 2 story villa was available. He never replied about it for a couple of days and I had to ask him again and he said no availability. That was disappointing that we were promised something during booking then received something else on arrival. For us the straw that broke the camel's back was when my husband booked a beachside massage as a surprise for me through &%$#@! and he told my husband that there was "NO space for us to use the spa facilities at all"…despite us paying $400 + tip (close to $500) and worse he told my husband he would pick us up at 140 pm to drive us down to the massage at 2 pm. I was waiting in the lobby for my husband and &%$#@! to come but he never did. My husband had to walk quickly up to the lobby all the way from the villa and we had to have the bell boys/ front desk call the spa to let them know about our appointment and rush us to the massage tables. We got there before the massage therapists even did, they did a good job. The whole experience was unprofessional by &%$#@! forgetting about us and having my husband run to the lobby in the heat and we felt rushed and we did not get the spa experience before or after that everyone else does, it was a very incomplete service and thus I want a refund/ credit back for that service. Brendaly said you guys would be able to accommodate that. All that said we hope you can resolve this in a timely manner. If not please forward this to someone who can. We want to give your resort a second chance next year but only if we can rectify this situation. Thank you very much." TRIPADVISOR.COM USER
Feb 27th, 2020
My wife, myself, and two of our closest friends have been going to Hacienda Encantada for 10 years now. In 2015, we did our third upgrade to a new phase that was to have been built on a bluff overlooking the Sea of Cortez. We previously had a two bedroom, fixed week, when we entered into negotiations. We purchased an upgrade to the next phase for over $12k, thinking what a great location for the future. Then, the sales manager and the representative we bought from were accused of scamming members and fired. Normally, a good business would have made good on the false promises given, especially in a case such as ours were we had written verification that we still had a 2 bedroom, fixed week unit. But no, my sin was that I didn’t read the fine print on the 4th page of the contract, which I had to initial at least 25 lines, that I had given up my right to a fixed unit in phase one and also a fixed week. Once again, I reiterate, I have written verification from HAcienda Encantada stating I continued to have a fixed unit/fixed week until such time as the Phase was completed on the cliff. I am I my fourth year trying to resolve this issue, only asking I get what I paid for. Each year I hear that there is a new sales staff righting the wrongs of the past, but they ignore contracts and only want you to pay 10’s of thousands more to receive what you have already spent good money on. I am sorry to say, I give up this year. Having been given the same old song and dance over the past 4 years, I will not return. Although it is a wonderful place, contracts and honor are something they disregard on a daily basis to fill the coffers with money Beware, Beware, Beware!!! TRIPADVISOR.COM USER
Wonderful Family Vacation at Hacienda Encantada
Feb 27th, 2020
My wife, two children (6) & (10) and I had a fantastic family vacation at the Hacienda Encantada Resort. The All-Inclusive package allowed us access to the variety of food and beverages in the several restaurants on the premises and down in the harbor area. We never had a bad meal during our stay and found the entire staff to be friendly, helpful and focused on ensuring we had the best possible vacation at their resort. We did make it a point to state right after check-in that we were not interested in timeshare/fractional ownership programs, but after that point we never felt pressured by the program and enjoyed a trouble-free experience. In particular, Fernan (activities) ensured we had plenty of activities for the kids, our favorite bellman Roman seemed to be everywhere we needed him and the attention to detail that Klaribel (concierge) gave to our needs made the stay seamless - from transportation to reservations. We've already booked our return visit to the resort and some more sportfishing with JC Sportfishing in September! TRIPADVISOR.COM USER
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