Hacienda Encantada Resort & Spa

We have stayed at Hacienda Encantada four times previously without issue and have referred multiple friends who have also stayed here. This visit was completely inconsistent with those experiences and represented a clear breakdown in service and overall guest experience. Our stay began with transportation arranged through the hotel (with the same agent who booked our room) that sent us to the wrong destination, placing us on a downtown shuttle route from the airport. What should have been a transfer with a few stops along the way turned into an over two-hour, multi-stop ride through downtown Cabo before we were finally brought to the resort — an entirely avoidable error that set the tone for the rest of the trip. Upon arrival, we were then taken to a second-floor room (instead of the first floor we had specifically requested), requiring us to repeat the check-in process and move rooms. After already losing hours to the transportation issue, this only added to the frustration and disruption. The most significant issue, however, was the condition of the mattresses. Across multiple rooms, and even after replacement mattresses were brought in, the beds were severely worn, lacked support, were uneven, and visibly unclean. These were not minor issues — the mattresses were clearly beyond acceptable condition and should not be in use at a resort of this caliber. Despite working with staff, moving rooms, and making repeated attempts to resolve the mattress issue, it was never corrected. We were unable to get adequate rest at any point during our stay. While staff did offer a small spa credit, it was only extended to one of us, despite both of us being impacted by the lack of sleep throughout the stay. We specifically asked if it could be extended to both of us given the circumstances, and that request was declined. They also mentioned a potential credit toward a future stay, but no specific amount was ever provided. More importantly, given that the primary issue was never resolved, a future stay credit was not a meaningful or acceptable solution. We had no confidence that the underlying problem would be addressed, and after this experience, could not see ourselves returning under the same conditions. This was not a minor inconvenience. A substantial portion of our trip was spent coordinating with staff, moving rooms, and trying to resolve problems that should not have existed. It made it difficult to relax and significantly diminished what was intended to be a restful family vacation. We raised these concerns during our stay and followed up afterward in an effort to resolve the matter directly. However, despite multiple attempts to communicate over the course of two weeks after returning home, we received no meaningful response or resolution. For a repeat guest who has referred others to this property, the lack of accountability and complete absence of follow-through was as concerning as the issues themselves. Based on this experience and the lack of resolution, we will not be returning. Until these issues are addressed, we would strongly caution others before choosing to stay here.

Every single staff on duty are excellent. Kenya and Kevin of Mestizo are the warmest. My kids had a wonderful time with Daniela of Kid's Club. Los Riscos, on top of the delicioso dishes, has a superstar of a waiter - Alejandro. Impeccable level of service and attention to details. This gentleman of a has 5 star level of skills, the sweetest. Adrian of the Entertainment Staff, my bro! The mixology team are the best of team.

This is such a special place for our family! The staff is so friendly, the accommodations are beautiful, and the views are spectacular. A few shining stars that were exceptional with their service were Rafael at Las Marias Restaurant, Enrique at Los Riscos Restaurant, and Arturo and Jesus poolside at El Patio. Cesar at Los Patios was the best bartender EVER! He took such good care of us—great drinks and outstanding service. We will be back!

We enjoyed our room with the view of the ocean and the sea breeze. We especially grateful to the entertainment team, let by Ariel whose Aquafitness makes everybody happy. He is an excellent entertainer, sings with a great voice and is also an excellent Pickel ball teacher and player. We are active people so we enjoyed open air classes every morning, alternating tai chi, yoga, Pilates, guided by Ramon, who has an excellent rapport, does first class teaching with great variety and wonderful music accompanying his classes. It’s deeply relaxing and strengthening at the same time. Our room was perfectly cleaned and mopped daily by wonderful Antonia❣️

Joshua was our breakfast server every day and gave us exceptional service. He is truly an asset to the resort. Also had Angel and Eric at the Pergoli pool every day. It was a wonderful vacation. Thank you