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“Worst Experience Ever! Thanks Orbitz!!”
Review of Tesoro Ixtapa

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Tesoro Ixtapa
Ranked #14 of 22 Hotels in Ixtapa
WA
Level Contributor
2 reviews
common_n_hotel_reviews_1bd8 20 helpful votes
“Worst Experience Ever! Thanks Orbitz!!”
Reviewed 9 August 2014

I booked a 7 night stay at the Tesoro Resort in Ixtapa. We left after 3 nights! My wife and I and another couple booked this vacation package through Orbitz. It was roughly $4,000. As soon as we arrived at the "resort" we could tell that this was not going to be as nice or as spectacular as Orbitz had advertised. Long story short, the hotel was a complete dump! Torn up, holes in the wall, structural damage in every hallway, lobby, and dining area. Between us and the other couple we went with, we got moved to a total of 9 different rooms, all almost worst than the last. Our doors would not lock, showers would not work, toilets would not flush. *please see pictures.
At first, the front desk just rolled their eyes and said there was nothing they could do. I was finally able to get a manger to move us around to other rooms, but they were all the same.

I spent 4 hours on the phone with Orbitz on the very first day, begging them to move us to a different hotel, one that we at least felt safe staying in. They refused to do anything for us!! So we thought maybe we could just hit the all inclusive bar, get a few drinks and try to make the best of it.. HA! There was only one tiny bar that served drinks between certain hours. When we were finally able to get some drinks, they were all watered down and the beer was served warm from a big pitcher sitting behind the bar. We had to walk to a store and buy our own alcohol. And the food situation was a joke! One little buffet that served some awful food. There was a reservation only restaurant that was never open and a lobby convenience store that was shut down and not open the whole time we were there. So much for "all-inclusive!" We were forced to spend money and find food elsewhere.

After more calls to Orbitz, begging and pleading for them to help us out, I realized that they already had our money and they did not care. They pretty much told me that over the phone. I told them we felt unsafe and that this is not the same resort that they sold us on. They even refused to get us back to the US on the next available flight! So I contacted Alaska Air myself and spent almost $1,200 extra to get us all back home, 4 nights early!

Once home, I made several more calls to Orbitz and to the Tesoro. They both pretty much said "too bad...all sales final." I have never felt so taken advantage of and scammed! So I called my credit card company to dispute the charges. They investigated the situation and agreed that the Tesoro and especially Orbitz were at fault for misleading info and not rectifying the problem. The entire trip was credited back to my credit card!!

The point of this review is this: Don't ever book with Orbitz and don't ever stay at the Tesoro!

Room Tip: There are no good rooms at this hotel. We saw the best they had to offer and they were all horrible.
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  • Stayed May 2014, travelled with friends
    • Value
    • Cleanliness
    • Service
Helpful?
16 Thank joetat23
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rubén R, Director General at Tesoro Ixtapa, responded to this review, 11 August 2014
Google Translation
Apreciable joetat23: Muchas gracias por sus comentarios en este importante sitio de consejos para nuestros visitantes. Le comento que nos sentimos muy apenados por las situaciones que relata le ocurrieron en su reciente visita al Hotel. Estamos en un fuerte proceso de reparaciones en nuestro hotel a raíz del sismo que sacudió la región de Ixtapa, Zihuatanejo el pasado 18 de Abril. En estos momento tenemos ya un avance considerable de reparaciones de habitaciones y áreas de un 50% y estamos pronosticando tener todo reparado para mediados del mes de Octubre. Adicional a esto, desafortunadamente en algunos días del mes de Junio nos vimos obligados a cerrar nuestro restaurante a la carta para de igual forma llevar a cabo la reparación del restaurante. Dentro de nuestros buffet contamos con especialidades de Verduras, ensaladas, Pollo, Res, Cerdo, pescado sopa y crema así como nuestra barra de postres y una especialidad preparada en el momento, todo esto es diferente día con día pero nos daremos a la tarea de seguir innovando nuestros menús para que sean a sus entera satisfacción. Nos gustaría que nuevamente nos diera la oportunidad de poder atenderle y que usted mismo vea la diferencia de su anterior visita a esta visita. muchas gracias.
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Rating summary
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  • Sleep Quality
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Traveller tips help you choose the right room.   Room tips (115)
Date | Rating
  • English first
  • French first
  • German first
  • Indonesian first
  • Portuguese first
  • Spanish first
  • Any
English first
Delta, Canada
Level Contributor
35 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 55 helpful votes
Reviewed 30 July 2014

This was my second stay at this hotel(Dec.1-7, 2013). My wife and I, along with my sister and brother-in-law, enjoyed the service and friendly atmosphere of the hotel. We had oceanview rooms with large balconies in the center of the hotel. We tipped the maid each day and she did a wonderful job of cleaning and placing flower designs on the bed and bathroom. The front desk was very helpful and English is widely spoken. The food was good but the desserts a little boring. We took a cab to Playa Linda where we took the boat to Ixtapas Islands for the day. On the far side of the island is a reef where you can snorkel with thousands of fish swimming around you. The small restaurants serve fresh BBQ'd fish[we had a giant snapper] for about $25US for two. Even if you just stand in the water, the fish swim around you. Great place to spend the day. The round trip boat trip is cheap[$3-5]. Another great place to go for the day is Barra De Potosi. You can take the bus or a $20US taxi ride from Zihuatanejo. The ocean runs into a lagoon. The fishing from shore is great with a bite with every cast. The restaurants will watch your stuff and cook your fish. The beach is pristine. Another spot is at Rosie's Restaurant on Playa De Ropas. The beach is beautiful and calm. I've stayed at the Hotel Irma in Zihuatanejo as well. It's nice if you want to stay in town instead of Ixtapa. Ixtapa and Zihuatanejo are probably one of the safest places in Mexico to stay. Fishing is the best I've seen. That's probably why so many Canadians live there.

Room Tip: Take the rooms with the large balconies facing the ocean.
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  • Stayed December 2013, travelled as a couple
    • Location
    • Cleanliness
    • Service
Helpful?
4 Thank Ricard013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rubén R, Director General at Tesoro Ixtapa, responded to this review, 4 August 2014
Google Translation
Estimado Ricardo. Muchas gracias por haberte tomado el tiempo de contarnos tu experiencia en Tesoro Ixtapa. Fue para nosotros un placer que toda la familia hayan disfrutado de las bondades de Tesoro Ixtapa así como las del destino en general. Esperamos verlos nuevamente por esta su casa. Gracias.
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Tacoma, Washington
1 review
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 6 July 2014

For starters construction was ongoing all 10 days we were present. We used AAA for our booking and they have usually provided better service. Next, our room left much to be desired. Then For a large facility, I was surprised to find only one restaurant. And for half of the trip, the meals were served in a large room without windows due to construction. And their Wi-Fi server never --ever--ever was functional, not even in their lobby. And then to top everything off, 80% of the shops in and around Ixtapa refuse to accept credit cards. I found this custom very strange. I had just never experienced this previously. I found the accommodations and lack thereof leaving much to be desired. We had 11 family members in our group.

  • Stayed June 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank montgomerybri1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rubén R, Director General at Tesoro Ixtapa, responded to this review, 8 August 2014
Google Translation
Estimado montgomer: Muchas gracias por el tiempo que destino para regalarnos sus comentarios. Toda la familia Tesoro agradece su visita, nos da mucha pena que los trabajos que estamos realizando de reparaciones hallan perturbado sus vacaciones sin embargo le comentamos que todos estos trabajos son para mejorar la imagen del Hotel y estoy seguro que notara grandes cambios en su regreso. Estaremos pendientes de su regreso montgomer y nuevamente le pedimos una disculpa por estas situaciones.
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Travellers are raving about these Ixtapa hotels

Seattle
Level Contributor
5 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 25 June 2014

This is not a typical hotel review as you are accustomed to reading. This review is focused on staff and services available at the Tesoro Resort for hosting a wedding. After traveling to several cities in Mexico over the past 35 plus years, we found the past 15 years found us returning over and over to the Tesoro in Ixtapa. We purchased a condo at the Tesoro in 2009. We have enjoyed the culture in nearby Zihua which is just a quick bus trip away. Now spending months at a time living in Mexico, the Tesoro has allowed us so many positive experiences.... new friendships from other owners and hotel guests from all over the USA, Mexico and Canada, the expansive beach is unmatched for its beauty and beach walking, superior service oriented hotel employees, servers at poolside and beach palapa are amazing, hard-working and friendly...these are just a few of many perks of staying at the Tesoro. This winter, when our daughter decided to host a destination beach wedding at Tesoro we all agreed it was a perfect choice. Our 80 guests stayed at the hotel or in a privately owned condo rented from Enna Inn Ixtapa. The wedding / groups coordinator, Victor, saw to every detail and provided us the most amazing contacts for vendors and the food services Manager, Juan, and his staff, provided delicious food, stunningly beautiful wedding/reception sites and delightful servers for all the wedding parties. There was not a detail overlooked and our guests had the most amazing time over the two weeks of celebrating. Much thanks to all Tesoro employees who worked so hard to make all the bride's wedding dreams come true!

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Cleanliness
    • Service
Helpful?
5 Thank alanwick
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rubén R, Director General at Tesoro Ixtapa, responded to this review, 11 August 2014
Google Translation
Hola Alanwick: Muchas gracias por regalarnos sus comentarios en Tripadvisor. Nos fue un verdadero honor el poder llevar a cabo un evento tan especial como lo fue la boda de su hija aquí en Tesoro Ixtapa. Realmente fue experiencia inolvidable donde logramos capturar cada especial momento que se vivió. Todos los que participamos lo hicimos con el gusto con que siempre hacemos las cosas ya que disfrutamos nuestro trabajo. El equipo de alimentos y bebidas y en general todos lo que aquí trabajamos los esperamos con gusto y poder seguir atendiéndolos y compartir experiencias como una gran familia. Muchas gracias y un fuerte abrazo desde su casa Tesoro Ixtapa.
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Level Contributor
16 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed 12 June 2014

For starters, used Orbitz.com for booking. Nice price for the package. So there in lies the problem: you get what you pay for.

Taxi from the airport to this hotel was 380 pesos. Not knowing what bus(es) to take we opted for this. If you want to save some money I recommend taking the bus called the URVAN to the PALACIO MUNICIPAL for 7.50 pesos/person. From there, for 10 pesos/person, you take a MICROBUS that has MARINA IXTAPA displayed on the front window and it will drop you off in front of the hotel. The return trip to the airport was less, 250 pesos, which we negotiated the day before. Use Jose Luis (Taxi 0122).

Now to the hotel. We get there and are promptly greeted by the front desk staff. We are given a room on the 2nd floor which does have a king-size bed. After 8 hours of travel I expect my fiance and me to get to our room and chill for a bit before hitting the town. This is not what happened. I go to look at the view from the balcony and she screams out there is a huge hole in the bathroom!!! I was like, "WHAT!!!???". See attached picture. I promptly call the front desk to complain and they ask us to come down. I believe I spoke with Jose Luis. I asked him why he would give anyone a room with such extensive damage to which he gave me the excuse that this was damage suffered by the hotel during the earthquake a month ago. As sad as that may be, I mentioned to him that I assumed the cleaning staff had to have mentioned this problem existed in this room and therefore don't give it to customers. I asked for a different room. He came back and gave us a Junior Suite (6007) which was on the 6th floor and had a better view.

Food was decent. Got a tour from the hotel to Ixtapa Island for 300 pesos. Lots of vendors on the street but don't know if they're legit. Senor Frogs is down the street. Head into town on the bus for 10 pesos to the Centro Commercial for souvenir shopping. Less expensive than the little shops down the street. Again, use the Marina Ixtapa Microbus. Thursday's is the traditional day the have Pozole (one of my favorite dishes) but alas it wasn't what I'm used to. It's either blanco or verde; I prefer rojo.

If I was to return I would look for better lodging. Don't forget Bug Spray if mosquitoes love you.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank Celso P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rubén R, Director General at Tesoro Ixtapa, responded to this review, 11 August 2014
Google Translation
Apreciable Celso P: Muchas gracias por agregara sus comentarios en Tripadvisor. Estamos muy agradecidos con su visita en esta su casa y así mismo le ofrecemos una disculpa por los desperfectos que vio en el hotel causa del pasado sismo. Le comentamos que ya tenemos un avance de un 50% en las reparaciones y nos dará mucho gusto que puedan ustedes constatar el buen trabajo que estamos haciendo para mejorar la imagen. Me da gusto que le hallan hecho un cambio de habitación donde se sintiera mas cómodo y nuevamente lo invitamos para que nos visita en esta su casa Tesoro Ixtapa. gracias.
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Yahk, Canada
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 2 May 2014

We spent two weeks at this hotel on arrival we were given a room that left something to be desired but a trip back to the front desk and we were moved to a nice room with a balcony. The maid was amazing and kept our room nice and clean with flower arrangements each day. The food was decent for a buffet with lots of choices only down point for me was.too much sauce covered dishes. The desserts were amazing, the drinks were strong and the staff was quick and pleasant. The pool staff didn't seem to speak a lot of English but because we were there during the Mexican holiday season the hotel was about 90% locals so they all spoke Spanish. The culture and experience with the holiday season was great everyone was friendly and we had a lot of fun. The sun and heat was amazing mid April is scorching hot if you like the heat. I enjoyed the fact that we could go anywhere by foot or bus and feel 100% safe it allowed us to immerse into the culture and enjoy the locals. I would definitely recommend this location to anyone. Thanks for the great vacation

Room Tip: Make sure you get a room with a balcony and no connecting door if possible.
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  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Mel C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rubén R, Director General at Tesoro Ixtapa, responded to this review, 18 May 2014
Google Translation
Apreciable Mel: Gracias por tomarse el tiempo para dar a conocer su experiencia. Le damos también las gracias por haber seleccionado Tesoro Ixtapa para sus vacaciones. Me alegra que hallamos atendido sus solicitudes y lo mas importante que el conjunto de atenciones brindadas hallan hecho que disfrutara sus vacaciones. Los esperamos nuevamente en esta su casa.
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Level Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 1 May 2014

We want to thank Baldwin Onell Alvarado Penaloza for all his attention, care and sympathy when we had an adventure on our last trip in February 2014. The hotel let us stay five days more until things were sorted out and they let us telephone free of charge. The young man mentioned at the start helped us enormously and was always there when we needed information or translation. Once again, thank you and we ended our trip on a positive note.
Joyce & Gilles Robillard
Montreal, Quebec, Canada

Room Tip: Higher floors have a better view
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  • Stayed February 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Joyce L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Rubén R, Director General at Tesoro Ixtapa, responded to this review, 18 May 2014
Google Translation
Estimada Joyce: Gracias por sus comentarios en tripadvisor. La Gran Familia Tesoro Ixtapa envía un saludo a toda la gente bonita de Montreal, Quebec en Canadá. Hemos compartido su comentario con el Sr. Balwin quien los recuerda muy bien y estamos muy contentos por haberle apoyado en todo y lo mas importante es que su viaje a Tesoro Ixtapa fue todo un éxito. Toda la Familia Tesoro espera su pronto regreso. Gracias.
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Additional Information about Tesoro Ixtapa

Property: Tesoro Ixtapa
Address: Blvd Ixtapa s/n Lote 5, Ixtapa, Zihuatanejo 40880, Mexico
Region: Mexico > Pacific Coast > Guerrero > Zihuatanejo > Ixtapa
Amenities:
Fitness Centre with Gym / Workout Room Free Breakfast Free Parking Kitchenette Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#10 Top resorts Hotel in Ixtapa
Price Range (Based on Average Rates): ££
Hotel Class:3 star — Tesoro Ixtapa 3*
Number of rooms: 203
Official Description (provided by the hotel):
With views of the sparkling Pacific and tropical mountains, this breathtaking resort features 203 rooms that cater to families, honeymooners and friends seeking the Treasure of tranquil waters, golden shorelines and year round sunshines in a vibrant Mexican destination.This All Inclusive resort is plenty of additional packages for Free Weddings, Conventions, Graduation Trips as well as Packages that include a Dolphin Encounter or SPA Massages. If you are looking for the secluded atmosphere of a Fine Dining place, just make a reservation to EL MESON, the Specialty Restaurant or even better, if you prefer to be in your room, we offer the possibility of asking for Room Service, free of charge (1 daily). In Tesoro Ixtapa you will find another exclusive jewel. If you feel hungry at midnight or coming back from the party, you will feel like at home, going down for some snacks like Nachos, Hot Dogs or sandwiches accompanied with beer or sodas...at the 7/24. And the best thing is that this is also included !!!! If you are looking for Location... This is the place to be, because it is located at the heart of Ixtapa, so you will be walking distance from the most important and commercial areas of town, as well as in front of the Golf Course or walking distance from de Marina Ixtapa. ... more   less 
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Also Known As:
Tesoro Ixtapa Hotel Ixtapa
Ixtapa Tesoro Hotel
Tesoro Hotel Ixtapa

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