TripAdvisor Traveler Rating

Absolutely appalling. More than a year ago I booked 2 one bedroom suites. We got one, but the 2nd one was not. It was 2 standard units they cobbled together. The first suite was in decent shape with nice furniture. The 2nd a wreck. Everything was broken, scraped and dented. There was even a large head shaped size dent in the freezer door. All this despite booking the elite package. Do not accept the offer of free airport transfers. It was described to me as a van which would come straight to the hotel. It was a bus which made stops at multiple hotels. If you are OK spending 3 hours getting to the hotel use it. But, keep an eye on your luggage at each stop. They gave my husband's bag to someone else at another hotel. Skip the all inclusive plans and go to local restaurants. Our first dinner at El Pario was inedible. Our 2nd, at La Concha was beyond weird. The restaurant was mostly empty, but we were told it was full. They offered us a table on the patio, but had no menus available. Despite all tables being empty, the hostess sat us in the bus station. 30 minutes later we still had no menus but ordered ceviche and a couple other things. We got a basket of very stale bread and some cheese whiz with crackers. Tables around us started to fill and, somehow they all got menus. Unclear why we couldn't get even one menu. OR drinks. OR food. We spent $ 1300 USD on the elite plan and when we try to make reservations we are told they are full. Yet when we walk by half the tables are empty. I have to wonder if it is an attempt to get us to eat at the buffets. Don't get the elite package as they don't deliver. No special check in. No snacks. No drinks. Terrible room. No bathrobes. No slippers. No pool towels. No tote bags. No priority seating at restaurants. Surcharges on many of the menu items. Which they say aren't really surcharges. And no nightly turn down service. They don't seem to be able to accommodate guests staying at the hotel, yet they sell day passes which include lunch. I am guessing this is why we were unable to get lunch and had to order room service.

This hotel is awesome from location, to amenities, to food! A special shout out to the people that made it fabulous... Genaro A. and Jaime L. went above and beyond to make our stay outstanding at La Concha and La Gruta/ pool.

Very friendly staff that were extremely attentive to everything we needed and very helpful to our children. Fantastic pools, great location not withstanding some terrible noise issues at Samara Santa. Thanks to Marco at the pool, Sergio at La Concha and Estaban at lobby bar and beach. Well done fellows. My first impression after arriving was the hotel was very old. Our room was not ready until 5:30 which was not cool or I would have given 5 stars. Long day of travelling with kids and the room should be ready by 4 pm in my opinion. In the light of next day and 6 more to follow we found the resort to be very contemporary and extremely clean. We visited 4 of 6 allacatre, all thr pools at all four resorts. we loved pool at Granada! thanks to Jose and staff that day The views and balcony are great and beach is awesome with lots of action. we went to deer island which was a lot fun for all

The front desk manager Guillermo Espinoza has helped our family with room reservations for many years. He is very attentive to our requests. This year he arranged rooms for 18 family and friends. We highly recommend the El Cid El Moro tower.

Not impressed with this hotel outdated and the rooms are very cold mid March. The pools where always cold. The one next door was a little warmer. You can't consume anything that was not purchased at the hotel can't bring anything from the beach to eat on the pool side. Front desk not so friendly.