I would like to start by saying I am being generous giving this resort the rating. The service here was the worst service I have ever received on any vacation.
The check-in process itself took about an hour and a half. We had a group of 10 girls and requested rooms together when we made the reservation 7 months ago. We were told the resort was fully booked and they could not accommodate the request for the 3 rooms. This was not that big of a deal. After we checked in, we were stopped by very pushy sales people for a 90 minute timeshare presentation. We purchased the all inclusive package, had a pretty full agenda and were willing to pay for the spas and meals that were not included, so the incentives did not interest us. They kept pushing at multiple points in the 5 days we were there, so be prepared.
The first thing that we wanted to do after a long trip (9 hours) and our check-in was get into our bathing suits, get a drink and relax at the pool. We walked to the pool, and went straight to the pool bar. We were told by the bartender the pool bar was closed. Fine, we could just grab drinks from the closest bar and bring them down to the pool. That is when we saw the bartender continuing to serve drinks for about 30 minutes after he told us the bar was closed. This happened to us on multiple occasions at different places for the first 2 days... last call or bar is closed.
We called the front desk to file a complaint and the first time we were told a manager was not on duty. The next time we were put on hold for 30 minutes (of course, we put the phone on speaker while we got ready to go out... refusing to waste time on hold). After the 30 minutes on hold, we heard a dial tone. We then went to the front desk in person, and again we were told there was no manager on duty, but someone would call us. We never received that call.
We were now starving, so we decided to call for room service. No one answered the phone after multiple attempts and even being transferred from the front desk (in case, we pressed the wrong button), no one ever picked up. Some of us decided to walk to a restaurant called the Bistro. After ordering and eating there, we thought it would be nice if brought back some food for the rest of the girls. We ordered food to-go in boxes. The waitress told us that she did not have any more boxes. Well just behind her we saw stacks of boxes (STACKS!). We told her they were behind her, giving her the benefit of the doubt. She said something in Spanish quickly to a bus boy who came around and moved the boxes to the kitchen. Now, we were really not happy. This waitress lied to us and then tried to cover it up. When we told her this, she told us that there were "politics at the resort that would not allow her to give us to-go boxes". Apparently, these politics have to do with the all-inclusive vs. non-all-inclusive vs. timeshare. We asked to speak to her manager. Guess what... no manager on duty.
That was the first day.
We learned some "tips" as we went.
#1 Tip before you get any service. You want a drink? Tip the bartender when you order, not after you get the drink; otherwise, that drink order may be forgotten or will take forever. This can be applied to waiters, bartenders, driver, front desk... Bribe them. $2-5 per service (of course, tip more for the paid services, like spas)
#2 Walk. It takes forever for a golf cart, even if you call. If you are disabled or out of shape, do not stay here. It is on a cliff, which makes this resort beautiful, but if you want to get anywhere on the resort, it is quicker to walk.
#3 Sky Pool. Oh my god. This place is beautiful. It is the best spot in the resort. Not great for families, but for adults, it is amazing. The service changed here, bartender was attentive, waiter was quick. Probably the main reason why I gave any stars to this resort.
If you can pick where you want to stay (i.e. do not have a timeshare), stay at a different resort. There are tons in the area.
- Official Description (provided by the hotel):
- Situated on the western side of the tip of Baja, overlooking the Pacific. The resort's 50-acre site and expansive private beach provides guests with a uniquely tranquil and secluded setting. As you pass through its gates and gaze upon the endless stretch of pristine coastline, you will know that something special lies ahead. Bathed in light from sunrise to sunset, this refuge of luxury is the ultimate destination for romance and seclusion. ... more less
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- Also Known As:
- Pueblo Bonito Sunset Beach Hotel Cabo San Lucas
- Pueblo Sunset Beach
- Pueblo Bonito Sunset Beach Resort
- Pueblo Bonito Cabo
- Pueblo Bonito Sunset Beach Golf & Spa Resort Cabo San Lucas, Los Cabos, Mexico