Hacienda Encantada Resort & Spa

Bar- el patio Julio was the besttttttttt literally so attentive and super nice !!!

Awful service and food. Booked through Expedia and at checking we were told housekeeping wasn't included, neither was room service or a better menu in the restaurants. The food was bad and nearly impossible to get a reservation. Very slow service and often out of stuff including guacamole one night.

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