Generally good, but some rough edges that need addressing
Just completed our second stay at the newly renovated property. Both stays were for one week in a Signature Casita. The property is generally very nice. The staff is very professional and kind. Each staff member was friendly and inviting. A special shout out to the pool manager at the beach club, really all of the staff there. They took excellent care of us, even during challenging times when the weather literally destroyed the area. Also, a special shout out to the Alberto’s at the Italian restaurant and everyone at Hix, including the manager who had worked for many luxury properties throughout Mexico. He was a delight.
For the price point, which I don’t mind, there are some items that need addressing. I’d overlook each of these items if they occurred at a resort that was almost as nice but half the price.
We made our dinner reservations with the hotel concierge a month or more before arrival to ensure our choices were available. The concierge confirmed in writing well in advance of our arrival.
Mid way through our stay, we were advised that a few of the restaurants would be closed on the day of our reservation. They advised certain days / restaurants had been rearranged which was nice and not a bother at all, until it was.
On our last night, we presented at the steak house Tauro, only to find it closed for a private party. My wife proceeded to the concierge who advised she could secure a reservation at the Italian restaurant two hours from our original reservation at the steakhouse. No bueno.
The concierge ended up sending us to the second restaurant just 30 minutes after our original reservation time, but the host had no such reservation for us at that time. The host was kind and understanding but the restaurant was fully committed. He ended up providing us a table and the dinner was excellent, although it was the exact same dinner we had the very evening before. Not ideal when I’m spending $1,000+ per night.
A few other items of note. The package we purchased indicated the daily resort fee was $30 per person per day. Upon check out, it’s charged as $35 per person per day. Not a big deal but not as advertised.
Next, we left the housekeeper (and every single person we interacted with, including every restroom porter, bartender, server, support staff, golf cart driver, pool attendant, etc. a gratuity. The housekeeper, Beatrice, left hand written notes and small trinkets for us each day, and we left her a gratuity each day.
One day, I returned to the room before Beatrice had arrived but the gratuity was missing. The gratuity was left on the bed with the handwritten note from Beatrice so there would be no mistake it was hers.
While we were gone, the mini bar had been refilled and the tip on the bed was gone. My suspicion is the mini bar person took his/her tip as well as the housekeepers. Not cool. From that point on, I found Beatrice and handed her our daily tip in person.
Finally, the phone in the room did not work so checkout required a trip to the lobby and back to request bell service to transport our baggage.
I know these are small nits, and generally things went very well, but I do expect more at this price point.
The concierge that assisted with our no-longer existing reservation did her best to make things right. She came to the newly reserved restaurant to check on us and to offer to buy dinner, but we were already paying for the all-inclusive plan. They later offered an upgraded bottle of wine, which we politely declined.
The Royal Service manager met us at check-out to apologize for the misstep and offered some credits, which we also declined politely. We aren’t in the business of raising service failures in order to receive something in return.
The property is very nice but probably not a repeat for us. We’re big fans of Hotel Mousai and that will continue to be our ‘go to’ when visiting Mexico.