Feb 24, 2024
Let me start by stating that we are Hilton Diamond members and Hilton owners who have stayed at literally hundreds of hotels and resorts around the world. This is not our first rodeo.
With this established, and before I launch into the critical portion of this review, I would like to acknowledge the good things about the hotel. The condition and cleanliness of the hotel are very nice. No complaints there. All of the servers and workers at the hotel were friendly and very helpful. They are to be commended for their exemplary efforts to make the stay pleasant. There are plenty of dining options but none of them are adult only (see below).
The problem with the hotel is with the marketing of the hotel and the lack of enforcement with advertised and upgrade programs regarding the “adult only” feature of the hotel. There is NOTHING adult only about his hotel. This was EXTREMELY disappointing. A premium was paid to (presumably) be separated from the family friendly section(s) of the hotel. The “Enclave” upgrade was promoted as being an adult only venue. Although the Enclave is a nice upgrade, the Enclave is NOT adult only. The spaces which were advertised to be adult only were not adult only. On the contrary, the swimming pool which was billed as being adult only was so occupied with children that it became a joke among fellow hotel guests. The Sky Bar (which was advertised to be adult only) was so full of children that we were forced to seek assistance from the concierge to evict the children from the space. None of the dining venues are adult only. The managers of the dining venues need to be much more willing to evict guests which are destroying the opportunity for fellow guests to enjoy a quiet meal.
The hotel is not alone in efforts made to provide loud entertainment for guests. Too many hotels make huge efforts to provide loud entertainment to guests (pool activities, evening programs, outdoor music, etc.). For us, the challenge has been to find a hotel / resort which is QUIET. This hotel does not fall into a quiet and relaxed category. This hotel may be a good choice for a family which wants to bring children and be provided with entertainment. We will NOT be returning.
Stake house food and service by Alberto .
Feb 23, 2024
I had good experience in stake house , the food was perfect and Alberto was a wonderful server . He was very kind and caring . I am thankful from Alberto . He is know how to serve perfectly and make a good memory . I never forget this trip in Hilton . Thank you Alberto . ????
Feb 23, 2024
This resort is amazing, especially for the price. The rooms are spacious and comfortable. The service is excellent!!! Sergio at La Luce is amazing!!! The spa is heavenly. Daniela and Mariana gave great massages. Absolutely would come back here!!!!
Feb 23, 2024
I came here to celebrate my daughter’s 18 birthday. The check in guy was full of himself that was the start. Made us feel like he was doing us a favor no option to upgrade, asked to help make a reservation with dinner he said do it on app. Asked about possibly staying another night and he said I had to call the agency and I said they told me to ask you. He said he would get the price but shocking he never did. he wasn’t wearing a name tag. The first room we checked into was not inspected. There were dirty dishes left outside the door, dirty floor. The next day we sat to eat in the room via room service and turned on the light and there was a roach in the light. I immediately went downstairs to ask for a room change. Gloria was nice and helped and was very apologetic. We moved rooms to the north tower. When we came in here there were robes mats slippers and toiletries tray that the first room never had! The beds are comfortable each room has a view. A little surprised she didn’t upgrade we showed her pictures of everything.
The bad: the food is not it. Every restaurant has been bland and flavorless. Idk what it is. I will say La loce was absolutely delicious and the service from start to finish 11/10. Thank you to everyone especially Andre and Rodrigo for their professionalism expertise and kindness.
The entertainment is fun
Violetta and Edgar are great funny and now how to keep a crowd going. (Family night)
Ernesto from the pool was great too. Kept the drinks coming and very nice.
This hotel is on a side of a hill if you are someone who likes to walk around, downtown is 6 miles away you have to taxi or Uber to and from.
The hotel offers a lot of activities but if you want to go to a club you have to travel.
Feb 22, 2024
I went with my family and my sister's family. We all had a great time. When we first got there, the rooms smelled a little musty, but it was raining that day and as soon as we moved in and turned the ac fans on it cleared up and was great the rest of the time. The staff were all very friendly and helpful. I have a food allergy and all the servers and chefs at all the restaurants were very attentive to it. I appreciate that so much, and was able to eat with confidence, which was super important especially because the food was so good. It's best to make reservations for the restaurants, but they really try hard to accommodate regardless, and even if they can't, there is always pool side dining or room service which are also good.
When you go, and you should go, make sure you find Edgar, Alan, Violeta, Saul, Blanca, and Perla. They are the entertainment staff and they do an excellent job. It's unbelievable their ability to remember everyone's names and be able to participate and encourage fun for all. You will find them leading the various daily activities and I really suggest that you join them weather is water workouts, dancing lessons, pool volleyball, trivia, tequila tasting... really, they did so much and made the trip especially awesome.