My husband and I celebrated our 6 year anniversary and we had the most Amazing time. From the moment we were picked up at the airport from the hotel private car service to Carlos Hernandez our butler for our entire stay, to Roberto the future chef and housekeeping who always payed close attention to every detail. The views were incredible. This was by far was one of the best hotels in Mexico. We did not want to leave the hotel because the amenities were so great!!! The daily guacamole and small coronas were just the right touch for mid-day!! Let’s not forget the surf and turf sushi rolls.. just wow!! I can’t say enough wonderful things about our stay. I look forward to our next visit!! Thank you to all the wonderful and amazing staff!! The end to the trip with cookies and water for our ride to the airport with Cesar as our transport to the airport was the last special touch to our trip!!
The resort is still as beautiful as ever and the service workers are as attentive as they can be. BUT, under new management the level of service has dropped considerably. For example, one of the pool concierge men left a few months ago and has not been replaced. That leaves one rockstar Superman named Juan to do the work of two. There are 16 cabanas at 5 pools and Juan covers ALL of them alone. Somehow he still gets it done but it’s obviously high stress and so much work. Today at the sunset pool there are 45 guests and one server - the wait is very long to give a food or drink order and then receive it. Then you’re pestered by so many flies while your plates wait and wait to be picked up. Juan the concierge is helping out the server by clearing plates. One server for 45 is not enough - there used to be 2-3. Breakfast at La Roca this morning also took too long. Despite a reservation our table was not ready for 15 minutes, snd service was slowwww. The servers work hard but there aren’t enough of them. Yogurt and fruit for breakfast shouldn’t take an hour. Management needs to go back to the Sr Paco model of more service to the guest and less on nickle and dining guests.