TripAdvisor Traveler Rating

Amazing service. Samuel Nestor, Carlos and Raul . Make you feel special every time

Had to pay an extra $450 because Priceline messed up and they offered no other solution. Then get to room and there is mold in the shower. Decide to go to the pool but the one right outside is closed. Nearest one is down 155 steps. So the next day I order an uber to go to the marina and they keep cancelling. Finally I asked someone who said they don’t allow Uber to the resort. So you have to take their taxi at their price. You don’t have a choice. Food was decent. Some restaurants were closed. These are things you don’t find out till later. My original plan to check it out to buy a timeshare. I may have dodged a bullet there. Employees were all nice except for the front desk people. People obviously love it, unfortunately it wasn’t for me or my wife. And then checking out they tack on a few dollars for some charity that they don’t even tell you unless you ask what it is.

It was my first time in Pueblo Bonito Sunset Beach with my husband. We visited the market a lot, day and night. All the food options were excellent, and the service was fantastic. But one employee stood out a little more for his kindness, attention, and excellent service in the deli and salad area at Perfect Balance. Congratulations, Elliot! It's always a pleasure to stop by and say hello. In just five days, you made us smile every day. You're amazing! You deserve a raise. Greetings, Elliot.

At 1am, we awoke to the sound of water dripping, streaming actually, from around a live light fixture. Running through the front door too. Called maintenance, then again He - as in one? Is busy. On the third call I explained that it appeared the ceiling would cave in. Guy (nice guy) shows up at about 3am, fetches tools and gets to the repair. At about 5am, he asked if they could get someone to the room to repair the drywall. It's 5am, I've been up since 1am and I'd like to get some sleep. The next day I explained the situation to a helper at the front desk who was feverishly texting El Jefe to see what to do. "You have three choices": Move you to another room. (We're going to be there another 18 hours) Credit you for dinner at one of our restaurants. It's an all-inclusive. No mention of the credit Credit you for a future stay. Credit you $150 (less than 25% of the rate before tax) I got a free look at the pipe in the ceiling. Wire and hose clamps 'fix' much of what's going on there. Find a newer place. This will keep happening

First time visiting this resort and I did not have any expectations but good customer service. I decided to go during my gf's birthday week and I honestly just wanted to make my girlfriend’s birthday feel special, but Yazmin Adames from General Management and Front Desk Manager, Orlando went way beyond anything I expected. From the start, Yazmin was super helpful and patient with all my questions about amenities and possible birthday surprises. She made sure everything was coordinated perfectly with Orlando, who even contacted me before our arrival to ask about my girlfriend’s favorite colors, things she likes, and the type of surprise she would enjoy most. That alone already showed a level of attention I wasn’t expecting, but once we arrived, everything they prepared completely exceeded both of our expectations. Orlando was incredibly thoughtful with the decoration and the little details he added to the room, and together with Yazmin they created something that felt genuinely personal instead of just another hotel setup. My girlfriend almost cried when she walked into the room. I had done something similar for one of her previous birthdays at another hotel before, so I already had certain expectations in mind, but this experience at Pueblo Bonito Sunset Beach honestly surpassed them. The care, communication, and effort they both put into this made us feel truly welcomed and appreciated as guests. Employees like Yazmin and Orlando are the reason guests become loyal to a resort and continue recommending it to others. Their level of care and dedication reflects incredibly well on Pueblo Bonito Sunset Beach, and I truly hope their effort and professionalism receive the recognition they deserve. Now my girlfriend says she wants to come back to Pueblo Bonito Sunset Beach every year for her birthday if this is always the kind of attention and service we can expect ?? Thank you again, Yazmin and Orlando, for creating such a meaningful memory for us. You both made this celebration something we will never forget.