Hacienda Encantada Resort & Spa

It was an ok experience, nothing extraordinary. This resort is missing a lot from other properties in Cabo these days. I requested a high floor and they gave me first floor! And right next to Eden so every night was pretty noisy despite the fact that the resort was almost empty. There was a lot of miss communication between the whole operation, front desk didn’t knew I purchased AI then they told me it didn’t include alcohol then at the pool they said it was included and finally they gave me AI for more days because apparently they forgot to activate it the system the first day, very frustrating to get all different answers all over the place. The rooms are full of mosquitoes!! Definitely need to take care of that. I was at the spa, sadly the view is being blocked by the construction of a new resort right in front, also there is an alarming amount of bees around the spa-pool area, not enjoyable experience. Food is ok. Servers treat you ok. I can only mention Olivia and Rosa from the spa which they genuinely made us feel welcomed and happy with the service.

The service is amazing. Staffs are very helpful and nice. Thanks to David at the concierge. As well as to Felipe.

Felipe and Roman took excellent care of us. They were so friendly and professional. We really appreciate them going above and beyond to make sure we had everything we needed.

We returned to this resort as repeat guests, which makes this review all the more disappointing to write. We will not be back. Transportation Fiasco Our premium wristband package included airport transportation to hotel, but the voucher was never sent to us. We were left stranded at the airport and forced to spend $180 out of pocket on a taxi. When we raised this with the reception to receive our promised credit, we were ignored and pointed back to the original concierge that sold the package who never responded to emails, when we left messages for his “manager” still not response ultimately we were given a credit of $100 for 4 people which is less than what we spent and they charge over $100 per person when you book transportation. Package Promises Not Honored Several inclusions from our package simply never materialized: no welcome drink upon arrival (arrived on a Thursday), no bottle of wine in the room, and a $100 resort credit that was never applied. When we asked about these at reception, staff were unhelpful and deflected responsibility to the concierge who in turn pointed back to reception. No one took ownership of anything. Premium Bracelet — Not So Premium Multiple times at the bar we requested top-shelf tequila, which is supposed to be included with the premium bracelet. Several times, we were quietly poured well liquor instead, and only when we questioned it were we told they had "run out." We were also never informed at the time of purchase that certain wines are not included, a material omission. Room Assignment Despite the resort operating at roughly 50% capacity, we were refused a room above the ground floor. We had to keep our shades drawn the entire stay for privacy. With so many rooms available, there was simply no reasonable justification for this. Timeshare Pressure When we politely declined a timeshare presentation, a representative named Luis tried to negotiate a room upgrade from ground floor in exchange for attendance at a presentation which also would have required us to skip a prepaid $900 UTV trip through a different tour - when we declined to forgo our tour he became loud and confrontational at the taco restaurant and yelled at us across the dining area at the Taco restauranr. This was our first night, embarrassing and completely unprofessional. A Medical Emergency — Where Admin Failed, One Person Stepped Up When we needed insulin delivered to the resort, reception refused to assist in receiving the package - a serious lapse given the medical nature of the situation. One of the Valets, Darril, thankfully, stepped in, went above and beyond, and personally made sure the delivery reached our room. He deserves recognition and our genuine gratitude. The Bright Spots This review would be incomplete without acknowledging the staff who were genuinely wonderful. Juan at the adult pool and Oscar were hardworking, attentive, and a pleasure to interact with throughout our stay. The spa is a true highlight, world-class facilities and some of the best massage therapists we've encountered anywhere. All restaurant and pool staff were consistently warm and helpful. Final Thoughts The pattern here is clear: the front-line hospitality staff (restaurants, pool, spa) are excellent. The administrative, reception, and concierge teams are not. We came back because we loved this resort before. We won't come back again and we won't recommend it, because of how poorly the guest experience is managed at the organizational level. Hopefully this feedback reaches someone with the authority to make real changes.

Adrian our waiter who provided excellent service!! The food was amazing and steak was cooked to perfection:)