Hacienda Encantada Resort & Spa

I didn’t want to make this post, but I gave them the chance to fix the situation and they didn’t. I’ll start by saying that the majority of staff were wonderful. I stayed at Hacienda Encantada for the evening, in an upgraded suite. I paid full price. It’s low season so the main pool and some restaurants are closed, fine and to be expected. As I slept, I felt drops of water on my head. When I woke up in the morning my luggage, clothing, bags were all soaked. The entire floor was covered in water and the ceiling was leaking everywhere. I called front desk to ask for a maintenance worker to view it several times: nada. I went down to front desk to let them know and see what we could do, they were not interested. The manager called me a few times and I asked for a refund (disclosure, this was booked on hotels.com who were advocating for me and trying to deal with the hotel) nada. I met the manager in person and asked him to rectify the situation, nada. I generally use this platform for positive reviews, but I feel like you need to know this story, before you choose your next hotel.

We had an amazing stay at Havienda Encantada. The Milagro Spa is phenomenal - one of the best we have been to. The gorgeous Roman bath area and impeccable service. Let the women’s valet was amazing and attentive to every needs our massage therapists Elsa and Leticia were wonderful and gave us a great hot stone experience. We will be back!

Outstanding resort, beautiful grounds, terrific pools, but the best part is the team. At ever restaurant, bar, and pool, the front office, the team went above and beyond. I had one minor frustration and reached out to the manager who solved it immediately, and I later had the opportunity chat with Gerardo about his team and his kind accommodation for me. At the rooftop pool Martin, Miguel, Miguel and Misael were fantastic, and Isabel was beyond fantastic, willing to answer questions about the wider area, quality of life, the resort, and more. At Mestizo Aldo Hernandez was a fantastic waiter with excellent and prompt service. At the main pool Margarita was attentive and had good suggestions, and at the pool by Il Forno the bar team was quick - Juan Ramon was another who went above and beyond with suggestions, willing to chat about local life, and more. My last night I ate at El Barolo, and my waiter was Killian. He hustled all evening with large and small tables. I needed a brief break, t stare at the ocean, spend time in the pool, work from the various locations (the Piano bar with fantastic views and a great breeze!) I will also say the manager for the Vista Encantada restaurants, Aristeos, was on point all week, greeted me every time I was in one of his areas, and effectively lead his team in great service. All of them remembered me by name (even before they looked me up for a bill) and were kind, attentive, and interested in the hospitality provided. Same for Milagro spa and masseuses Coco and Neisif (apologies if spelled wrong!). I will be back again - this was my second visit

I took bike ride with Adrian. It was amazing. He is best guide and help you explore the place at your pace. Must do activity if you are in shape and bike for an hour.

Went on a bike tour - saw the dessert and ocean landscapes. Our guide was Adrian and he was amazing. Great tour! Would do it again