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Beautiful resort-Very poor Covid-19 protocols
Oct 27th, 2020
This is a beautiful place. The room that we were assigned had not yet been refurbished, but was nonetheless very nice with an incredible ocean view. The grounds and public areas are very well maintained and clean. Overall this is a great place. There are nevertheless a few problems, which we considered to be serious enough to give the rating that we did. Covid-19 Protocol: The resort has all of the appropriate signage, including floor markings to maintain social distancing, however enforcement of the protocols are non-existent. The vast majority of the hotel employees wear their masks with their nose exposed. The mask that they have been given are very loose fitting. CDC guidelines provide that ill fitting masks that do not cover the nose is the equivalent of not wearing a mask at all. Social distancing is not enforced anywhere. We went to the buffet once and most guests approached the food with no masks...standing a foot or so from the uncovered food without a mask. Not a single employee said a thing to them, even though they were looking directly at them. We never went back to the buffet. People walk around masks in all of the public areas and no one tells them to put one on. It was very disconcerting. If this is a concern, I would recommend waiting to travel to this location until the pandemic is under control. Had we known this, we would have gone elsewhere. Prior to travelling, we received a call from "Leonardo" asking to arrange transportation from the airport which we accepted and that worked out well. He was waiting for us when we arrived and greeted us very warmly. He came across as a very pleasant and straightforward. Even though we should have known better, we agreed to attend a presentation which he represented to be 90-minutes long and it was to be "informational" only with absolutely no expectations for us to make a purchase. WRONG!!. It was high pressure and they kept throwing people at us, until we finally just stood up and left. To top it off, they would not give us the gifts that we had been promised. Fortunately I had it in writing and they complied. From that point forward, we saw "Leonardo" a few time around the resort and he would not even look in our direction. Its unfortunate that he did not keep his word. If you get a call from Leonardo or anyone else...head for the hills. We ate at the Italian restaurant. Food was OK. The waiters were very attentive and eager to please, but they have no training at all to work at a restaurant of this caliber. They do not know the menu at all, so if you ask a question they just stare at you or struggle to come up with something that makes no sense. Beautiful location though! But for the flaws listed above, this resort is deserving of 5-stars. We would go there again after the pandemic. We would just avoid the restaurants...and of course, any timeshare presentation. TRIPADVISOR.COM USER
A year ago the WIFI worked even underwater, almost, couple of days ago was really bad, I NEEDED WIFI outside!
Oct 27th, 2020
I want to mention a special reception/concierge....Gabriela Mariscal is one of the best, she’s polite,helpful and always trying to make you feel at home, a simple call last year with Gabriela made me and my family come back, she has not changed a bit, always smiling and great knowledge of the hotel! Sheraton Buganvilias needs to give her a Bonus! Thank you so much G.M! TRIPADVISOR.COM USER
Poor Rating Based on Safety During COV-19 and a Threatening Manager
Oct 25th, 2020
If you’re coming to the Sheraton expecting to find this hotel following Marriott’s COV-19 safety policies, this is not the hotel for you. Book your stay at the Westin instead. I was extremely disturbed at the lack of proper mask wearing by the staff here at the hotel. Let’s start with the positives. With my Titanium Elite status, we were upgraded to a nice terrace room with a view and the breakfast buffet included was awesome! So many great things to choose from. Jesus, Mario, Ubaldo, Juan and Ariana at breakfast were awesome! Great service and Ariana makes the best omelets. However, proper mask wearing needs work in this restaurant. Gamaliel in the pool area was ABSOLUTELY AWESOME!! He took care of us during most of our stay. He’s very attentive and is very quick at getting drinks out to you. He wore his mask properly the entire time so we always sat in his section. Marco in the pool area was also awesome and wore his mask properly. Efrain who hands out towels was very friendly and helpful. He wore his mask properly and always sanitized his hands before handing us towels. Unfortunately 60% or more of the restaurant workers are wearing their masks under their noses and sometimes their mouths are exposed. This is completely unacceptable. I’d say 60%-75% of the people on the staff were not wearing their masks over their noses and mouths. This included the front desk, concierge desks, restaurants, and around the pool. The housekeeping people were the only ones I saw consistently following the policy. Many guests were not wearing masks at all (didn’t happen at the Marriott). I can’t tell you how many people we saw getting on and off the elevator consistently without a mask (didn’t happen at the Marriott). At check in, it needs to be reiterated that all guests must wear masks inside. We came through the stairwell and a couple was very close to us by the elevator. I asked where their masks were and they went to the manager on duty- Jose Cordova. Jose then threatened to call the police on my husband and me. He told me to put my phone away and I wasn’t allowed to record what was going on. If he didn’t have anything to hide and he was acting like a real manager, he wouldn’t have been worried about my phone. What kind of manager threatens guests like that? This is the kind of behavior that scares Americans away from traveling to Mexico. He has absolutely NO business being a manager. It was completely inappropriate and unprofessional. I’ve never seen a manager at a Marriott/SPG property act this way. It was awful. My husband and I just didn’t feel safe at this hotel. Obviously a manager threatening guests is as bad as it gets. As you can see in the picture, Jose Cordova doesn’t wear his mask properly either. If the managers don’t follow the policies, how can you expect guests to follow them? We traveled here because Marriott has assured us over and over how safe all the properties are. Someone from Marriott headquarters needs to come spend some time getting this hotel back in shape. We moved over to the Marriott and everyone inside was wearing their masks properly over their noses and mouths. Our daily breakfast in the morning, everyone was wearing their masks correctly. All the guests were wearing their masks as well. At the Sheraton, many guests were roaming around the buffet without masks. That didn’t happen at the Marriott. We walked over to the Westin and they are doing the best. Everyone in the restaurant was wearing a face mask and a face shield. They have a sink for washing hands and a protocol for dining in the restaurant. All the workers around the pool all had face masks worn properly. The Sheraton management team needs to go to the Westin and learn how to make the Sheraton a COV-19 safety compliant hotel. TRIPADVISOR.COM USER
Oct 24th, 2020
I loved my stay at this hotel. It was very clean and the staff very friendly. People at the reception assured our needs were met. Dan sucessfully assisted us translating. I would defenitely go back again. TRIPADVISOR.COM USER
Great hotel , but horrible beach and spa pressure :(
Oct 23rd, 2020
We had nothing but exceptional service from when we checked in to when we left. The restaurants were amazing and the food and drinks all through the resort are very fairly priced. We drank all day and the pool and they have two separate happy hours from 12-1 and 4-5 where drinks are 2 for one. Overall very satisfied with the hotel. It is beautiful. Rooms are not big and there is really no storage for drawers. Two small ones in our king room on the 22nd floor. Oh ya, lol, they do fool you a bit when they tell you your on the 22nd floor. they don't have floors 2-12 so there is lobby and the next floor is 13! that is a little hokey, but not worth losing a star. We deducted one star due to the beach - as a beach front resort should have a nice beach and no where does it say beach is small gravel! Enjoy the room and pools and the wonderful restaurants. The only one below par was the outdoor Italian one. I would skip that, but not the other two and even the sports bar was fun. The spa is suppose to be one of the best in Mexico. We booked three massages, but during Covid, the main two level spa is closed off and you'll get your massage in a little room out by the pool. The spa "manager", Jorge, pushed us SUPER hard to leave a trip adviser report about the spa which almost made it uncomfortable. He told my wife we would get great massages and a big extra 15 min, but we had to sit there and leave three trip adviser reports while he watched. We declined as that is really, really bad service. He also lost our coupon and when we checked in the staff knew nothing about our services or that two were prepaid and we were then charged full price for all three. Jorge had to be rounded up and finally remembered it and made it right, but that part was annoying at best and thus the other star deduction for his actions. One should NOT push so hard to make you sit there and write a review while they watch you. Overall a great place to stay. Until real spa opens i would just pass on the spa as there are a total of zero spa amenities and the price is still not cheap. TRIPADVISOR.COM USER
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