Feb 17, 2024
We had a great time, but that being said....for the amount of money we spent we will be going elsewhere. We stayed in a top story Casita (precarious stairs!) that was clean but never had enough face cloths. Also no alchohol in room except beer.
Dinner reservations were a nightmare and the only option--no matter how early we tried to reserve we were told our desired restaurant was "full." Minimal signage, terrible map of property. We were there 8 days and still were directionally confused! We did have a great pool area & bartender and our concierge Chris was awesome. The food was good but nowhere during the day could you find a snack!
Feb 16, 2024
Excellent vacation!!! (Again! We’ve been here many time LOL) Our bartender Eduardo went above and beyond….already made reservations for next year!?????? Food was wonderful….our waitress Norma ensured we had everything we needed. Our favourite restaurant is D’Italia Casitas and the manager Daniella always ensured we have a great visit. Can’t wait for next year!!!
Feb 15, 2024
We have really enjoyed our stays in the past. The Exotic Travelers have become literally a nightmare. I wouldn’t trust them to do anything but try to over promise and under deliver.
We spent hours getting put on hold, hung up on and writing emails just to get what we paid for. These people are so screwed up it’s incredible.
Could have been better
Feb 11, 2024
Stayed here last week, we always stay somewhere different. To start, if you can avoid flying into Cancun on a Saturday, do it. Customs was forever and they told us Saturday is the busiest. We are not Loomis or Excellence members and don't plan to be. The check in was smooth and easy at the Casitas. We were in Building 28 with Cesar. He is amazing!!!!! Loved our room layout! Fuentes dinner was terrific! The not so good - the resident tom cats. They spray everything everywhere. Towels, beds, beach bags, shoes. Yuck. On thy flip side there are no rats, mice or birds. The app doesn't work to load your reservations or plans. The map is terrible. It's a black and white copy and the conseriage writes your reservations on a paper and have you take a picture. There is very little signage as you walk the properties. The grounds are kept very well and beautiful. No one seems to care if someone on the Villas or Generations resorts are at the Casitas. At the spa, the pools, the restaurants, for a resort that touts staying at the Casitas for more exclusivity and privacy it doesnt happen. Join the Facebook groups before you book as well! Overall we won't be back, it's very overpriced and we have found better value elsewhere. If you're planning on going, see my friend Cesar in Building 28, he is a great guy!
The Casitas Did Not Disappoint!
(Las Cruces, New Mexico)
Feb 10, 2024
The Casitas did not disappoint. This was our 6th stay at the Casitas and it was wonderful and relaxing as always. This year we found the concierge staff to be particularly friendly and welcoming – both at check in and throughout our stay. Lizet, Kevin and Jessi were all great!
Raul, our beach butler was one of the most outstanding staff we encountered on this trip. He was always smiling and always there when we were ready for another beverage at the beach! Great customer service! After Raul left for the day, Facundo was at the pool bar. He was always right there to get us a drink or whatever we needed – very outgoing and friendly.
We had lunch at #32 many days. The food was fantastic and we love the variety – thank you to Vicky, who is such a great chef! Justo was our waiter for lunch several days at 32, and he also waited on us for breakfast at the Santa Fe Grill one day. He was very good and always remembered what we wanted to drink!
Norma, as always, was so welcoming and friendly when we visited #31 for lunch. She is such an asset to the organization – we love seeing Norma each year.
Jocelin and Arcelly waited on us at Bellini’s and both were very friendly and provided great service.
Edgar is the best bartender at the Martini Bar - always smiling and accommodating to all of his customers. We love visiting the Martini Bar when Edgar is there!
We noticed several of the restaurants were serving much smaller portions of food. This was especially noticeable at D’Italia Casitas. The portions were so small it was almost embarrassing. Salads, spaghetti and meatballs – almost non-existent. Of course you could order more, but why make the portions so small you could barely get a taste of what you were eating? Another observation was that D’Italia Villas was out of olive oil! Really? An Italian restaurant completely out of olive oil! However, we did have good food and service at the Villas and the portions were not quite so small!
The new uniforms the bar staff were wearing are awful! They looked unprofessional and hot. The beach butlers and restaurant wait staff were still in professional uniforms, but the orange flowered knit shirts just don’t cut it!
Housekeeping was very inconsistent during our stay. One day we had washcloths, another day, none. One day we had bathmats, another day none. Most days our mugs and glasses were washed and put away, but not always, and one day the glasses just disappeared! One evening there was no turn down service, which wouldn’t have been any big deal, but our evening towels had not been replenished. There were quite a few ants and bugs in the room – even in the bathroom sink. They said they sprayed for them, but we saw a few each day.
Our evening butler kept leaving two glasses of liqueur in our room, which we didn’t consume and finally asked that they stop. We appreciated the gesture, but not necessary. She also left candles burning, which had a pungent smell and seemed like a real fire hazard!
One evening neither of our keys worked. We tried to call our butler, with no response. We finally found a housekeeping person who let us in to our room (but didn’t ask for any identification, etc). Got new keys the next morning from our butler, but they didn’t work either! Finally Kevin from the Concierge office got us new keys that worked!
This trip the units seemed darker than usual. Lighting is very poor. They need a light on the ceiling fan and one in the entrance area, at the very least.
The concierge scheduled us for an “update” which we thought was to explain the changes in Exotic ownership/management of the resort. We did get that explanation which was very helpful, but then had to listen to a “sales” presentation for 45 minutes on which we had no interest. Then, when we kept indicating we had no interest in upgrading our membership, they seemed all huffy and upset that we had wasted their time!
All in all, our stay was quite enjoyable, and again we so appreciate the staff – they are wonderful! Obviously, there are going to be a lot of adjustments with the change in management, but we are hopeful there will be some good upgrades and improvements.