Hacienda Encantada Resort & Spa

I don't usually leave negative reviews, but I feel it's important to share our experience. Hacienda Encantada is a beautiful resort, but unfortunately the service made our stay disappointing. Throughout our trip, we consistently felt that we were treated differently from other guests because of the package we selected which was regular all inclusive. One experience that really stood out happened at the bar. I asked the bartender for a drink and was told they were closing and couldn't serve me. Just a few minutes later, the same bartender handed a drink menu to another guest and poured more wine for a woman who arrived after I did. She was never told the bar was closing. Experiences like that happened more than once and left us feeling unwelcome. The only employee who truly made us feel valued was the bellman, Fernando Gatico. He was kind, professional, and genuinely cared about making our stay better. When we shared our concerns, he went above and beyond by bringing us a complimentary bottle of champagne. He was the one bright spot during our visit, and he deserves recognition for his outstanding customer service. When we needed a ride to a restaurant or a bar with food, he would gladly take us. I can't say for certain why we were treated differently, but I can say that this is how our experience felt. For an all-inclusive resort at this price point, every guest should receive the same level of courtesy and hospitality. Sadly, that was not our experience at all. I hope management takes feedback like this seriously because no guest should leave feeling overlooked or treated differently. While the property itself is beautiful, the service left such a negative impression that we would not choose to stay here again.

Unfortunately, our vacation did not start on the best note. During check-in, we had an interaction with a staff member named Daniela who referred to me as "rude," which I found unprofessional and disappointing. As a guest, I believe everyone should be treated with courtesy and respect, even when there may be a misunderstanding. We brought the matter to management's attention, and they responded by providing a complimentary breakfast along with chocolates and champagne as a gesture of goodwill, which we appreciated. Another issue that was frustrating was the resort's policy regarding teenagers. Our teens were charged at adult rates, which we understood and accepted. However, when it came to accessing the adults-only pool, they were suddenly considered children because the minimum age was 18. This policy felt inconsistent and unfair. If the resort considers teenagers adults for pricing purposes, it seems reasonable that there should be more consistency in how they are classified across resort amenities. Families traveling with older teens may want to be aware of this before booking. One of the highlights of our stay was Alan, the pool concierge. He consistently provided outstanding service and truly went above and beyond to make our family feel welcome. Alan was friendly, attentive, professional, and always willing to help with a smile. Employees like him make a lasting impression and are a big part of what guests remember after their vacation. He is a tremendous asset to the resort, and we hope his efforts are recognized.

Today my review is for bartender Julio. Julia tends the bar at Bar Patious. It’s one of the swim up bars on the grounds. We loved Julio he remembers your name your order and gives suggestions for new things to try. I learned that an iguana is the female and that the male species is a gorraro. The food at the patio is great too. Must try the governor tacos

My family and I stayed at Hacienda Encantada again this summer after experiencing amazing service and a beautiful resort two years ago. However, this time there was a noticeable decline in service quality and management. When we arrived to check in, we expected some sort of upgrade for being Expedia Gold members, just as we received two years ago. Despite our status, we were only given a room one floor higher and were told that was our upgrade. However, the rest of our family, who are not Gold members, were placed on the same floor as us. So what exactly was the upgrade? As the days went by, we noticed the lack of staff around the resort. During our previous stay, bellboys were always driving around in carts, ready to transport guests. That wasn't the case this time. Instead, we constantly had to call the bellboy line, which was difficult because of the poor phone quality, and then wait over 10 minutes for transportation. One memorable example occurred when we were waiting for a cart to take us to a dinner reservation. We waited over 20 minutes and eventually had to walk. Along the way, we saw five vacant carts parked in the lobby area with no one available to operate them. Concierge was no help during these situations. I do not think I will be returning to this resort, as I expected the same quality service we received two years ago. To end on a positive note, this resort is very beautiful, the views are amazing, and the food quality was great.

Pilates with Roman by the beach was great!