One&Only Palmilla

Undisclosed renovations and an unacceptable response to complaints I’m still fuming about this a couple of months after my trip! Had this hotel disclosed that it was undergoing renovations, I would never have booked. Guests deserve to know what they are paying for before committing their money. Failing to provide that information deprived me of the opportunity to choose somewhere else. I complained during my stay and received no follow-up. After complaining again once I had left, I was offered a free night. Why would I want to return to a hotel after such a disappointing experience? That offer does nothing to address the money I already spent or the hotel’s failure to respond when it could have made a difference. I consider this stay a waste of money, and the handling of my complaints has only reinforced that disappointment. A meaningful response would have addressed the cost of the stay, rather than offering an incentive to come back. Hotels should be transparent about renovations before guests book. Let customers make an informed choice instead of leaving them to discover the situation on arrival. Based on my experience, I would not return or recommend this hotel.

An extraordinary luxury resort. Incredible ambience, views, service, food, and genuine staff personnel. Karol and Enrique, our personal butlers, were lovely and caring throughout our six nights. We hope to return again next year.

Julio my favorite. The bartenders make it a great time

Truly exceptional breakfast

Food was wonderful & our server Pedro was amazing