Hacienda Encantada Resort & Spa

Could easily be 5 star review with a few tweaks. I won’t repeat the good stuff - it is a beautiful resort and they really want you to have a good time. It’s the best hotel we’ve ever stayed in and we travel a lot. Highlights: the best meal we had was at Los Riscos. The service, food and ambience was just excellent. Las Marias for breakfast is lovely and the views of the whales is unforgettable. The grounds of the hotel are so well kept and every single bar and restaurant is a pleasure to visit. The service is exceptional. Thank you. Things to improve: we booked a room for our family (2 adults, 16, 9 and 3 year old). Our travel agent gave us no room options so we assumed we had paid for enough beds. When we checked in, we were advised we had a studio which may be too small and to return to front desk if it was the case. Our room, despite being a studio, was beautiful and perfectly adequate sized for our family but we only had 2 double beds. We spent over an hour going back to the front desk only to be offered a larger room at a higher cost. We had no further budget to pay more money and just expected beds for our children at a minimum. In the end, we were delivered a rollaway bed - this has been perfectly acceptable and if it had just been placed there originally, it would have saved a lot of agro at the start of our holiday! We asked if we could keep our room on for our last day as we don’t leave until 3pm but check out is 11am and they said there was no option to keep it. That’s a shame. In Europe, you get the use of a courtesy room but this wasn’t offered. I feel like front desk was the least friendly/helpful service out of all the staff. Bars close at 10pm. We like to eat a late dinner and enjoy a later drink but there is no where to go after this. The skybar at the Marina Fiesta is open later but the return bus ends at 10.30pm so you’d have to pay for a taxi back. It’s a shame this resort has no where to go. It lets it down. Information is not provided easily. We had to discover a lot for ourselves and ask a lot of questions. Booking dinner reservations is tricky for availability and children under 10 aren’t allowed in Mestizo but we weren’t told that until later in the week. We aren’t willing to leave our children with babysitters so that’s a shame to miss out. Cabo is a long way from England but we would absolutely return here if the opportunity presents itself. Thank you for a wonderful time.

It was clean and well appointed, as well as roomy. We moved 3 times, and the rooms were all similar with better views as we moved. .

The place is so stunning and elegant. Our server, Blend, was amazing. We enjoyed the food and the service was fantastic!

Friendly and amazing staff. The management is terrible and will avoid accountability at all costs. Our room had visible signs of mold infestation, not to mention a dead moth underneath the bed and a lizard that got in through HVAC. When we asked to speak with the front-desk manager, we were told to come back when she wasn't as busy. Despite multiple attempts, she never once contacted us directly. We weren't offered any compensation besides a room change. Their buffet is breakfast only. If you don't have a dinner reservation, be prepared to wait at least an hour to be seated and to get your food. They aren't equipped to handle their capacity, which leaves staff completely overwhelmed.

Phillipe was a phenomenal employee and person. He made our stay at the hacienda encantada very memorable . He was very knowledgeable, great at showing us around the resort, suggesting day trips and things to experience while we stayed there.