Conrad Punta de Mita

We visited during the busy Festive Season between Christmas and New Years Day- which, we knew to expect the property to be busy with families- what we encountered was the busiest family resort we have ever seen. Starting with the good- the staff are very friendly and the property is new and beautiful for the most part and the Spa is stunning- incredible outdoor space to relax and enjoy a quiet sanctuary. The food quality was very good - with Arbol having delicious pasta’s and Mesquite offering amazing fresh fish and roasted Chicken. The hotel only has one restaurant for breakfast- Arbol- which during Festive week is expanded into the lobby- and the team does an amazing job getting everyone fed as quickly as possible- and the property gave Gold Hilton honors members complimentary upgrades from Continental breakfast to full buffet/ which was a very nice touch!! Shout out to Christina at Arbol for Breakfast- she is amazing and very friendly!! Some Areas of Improvement we feel are needed- lounge Chair access- seriously the biggest challenge was getting a lounge chair- the property is fully aware how busy this week was going to be with 3-5 people staying in most rooms- yet they did nothing to increase lounger availability- and I never saw any staff monitoring the vacant chairs as they advised at check in (vacant chairs for more than 45 minutes are supposed to be cleared and given to other guests)- in order to get a lounger chair we had to get up and secure our chairs at 7am!!! And we were usually getting the last chairs- seriously- 7am - it was still dark outside- but if you didn’t play the game then you don’t get a lounge chair!!! We always returned to our chairs after breakfast and never left them empty but I saw chairs sit empty for 3-4 hours- and no one did anything.. The television system could be improved- only basic cable is offered- no streaming services or comcast- which is fairly basic these days! Location/Beach- the property is a bit isolated- and beach is a bit dirty/ hotel would benefit from cleaning up the beach.. St Regis/Four Seasons location is much nicer and much closer to town for additional shopping and restaurant options. Festive Season specific observations and suggestions: we expected families and children- we did not expect hundreds and hundreds of children- our first night dinner at Arbol and experienced screaming children for our entire meal- when I looked around I realized we were the only table without children in the entire restaurant-this is great resort and great time of year to visit for families- not suggested for couples looking for a quiet luxury getaway- If you do visit during Festive season without children I would suggest spending a day or two at the spa- their outdoor relaxation area is stunning with a beautiful pool/ jacuzzi and cold plunge and many lounge and sitting areas to enjoy a peaceful days - access comes with a 50min or longer spa service or you can purchase a day pass (ask for a product special- instead of paying $100USD for a pass you can buy a face cream or sunblock for less and get access). The hotels Adults only pool is very nice and has a great swim up bar/ but getting a lounge chair is difficult- set an alarm and get down to the pool by 630am to secure a chair- which I know is ridiculous but the realty of this resort. Overall, I felt this was a good point redemption property, and an amazing resort for families with children- but would caution any solo travelers or couples looking for a peaceful luxury experience especially during Festive Season.

My husband and I are about to stay at the Conrad Punta Mita in a couple of days and so far I am very disappointed in their customer service. I have been trying to make reservations for my husband's birthday and after numerous emails and calls by me starting from over 3 weeks ago, I have heard nothing. Finally got a hold of someone today and none of my requests or reservations have been made. Makes me very worried about our upcoming stay.

Our Beam photography session at the Conrad was a wonderful experience! Wendy, our photographer, with whom we were very comfortable, was so talented & professional. The photos turned out so beautifully and captured the spirit of our family so well!

The whole resort was amazing! We booked family photos with Wendy and they came out amazing! She was very patient with our kids aged 2-11 and managed to get some great pictures of everyone!

The stay at Conrad Punta de Mita was a study in contrasts. While the culinary offerings and specific service stars (especially in the spa and at the pools) were luxury-class, the experience was frequently undermined by a rigid, "corporate" culture. We encountered a frustrating "bias to say no" regarding basic requests, coupled with significant administrative disorganization regarding credits and bookings. The Highlights: Service & Amenities The Spa (Standout Experience) Treatment Quality: Both the Marakame and Deep Tissue massages were excellent. We both had Luz, who is a phenomenal therapist. Atmosphere: The outdoor hut for the Marakame treatment provided a gorgeous, serene setting. Note for Improvement: The soundscape/music in the outdoor area needs to be better managed; the relaxation was occasionally broken by the sound of kids yelling nearby. More white noise, a water feature or higher music volume may help. Dining & Poolside Service Exceptional Staff: High praise for Martin (Codex), Alec/Alex (Family Pool), and Luis (Infinity Pool). The beach bartender was wonderful (can't recall his name!) and went out of his way to accommodate the kids' smoothie requests. Value for Families: The "Kids 12 & Under Eat Free" policy is excellent and more generous than other properties that often end that around 10. Food Quality: We ate at every restaurant on property, we found all the food to be of high quality. They also did a nice job accomodating our son on the adult menu. I get for those that are maybe used to staying at Hiltons the pricing seemed steep, for us compared to other luxury Mexican resorts they seemed in line to us - a bit cheaper honestly. We were also impressed w/ their wine offerings in terms of quality Mexican wines - far better for example than what Las Ventanas offers. The Lowlights: Administrative & Cultural Friction - A "Culture of No" & Lack of Flexibility There was a palpable bias toward being unaccommodating. Examples included: Late Check-out: A flat refusal to accommodate a later departure. I had to push back a bit as the request was only for an hour accommodation – I was then told they would make an “exception” (it’s either possible or it’s not) it wasn’t a policy exception as the policy is to extend check out due to my HH Gold status and Hilton for Luxury booking. Technology: No ability to stream to TVs (Screencast, Apple TV, etc.), which is unexpected for a modern, new resort. We were eventually told Apple TVs were available but all were taken. My guess is the suites are priortizied, but this is a basic amentity guests expect – to stream or to be able to rent movies even. Cabana Food & Beverage Credit: There was a convo at check out over our F&B credit. Staff refused to take our word for the credit we knew we had (waiter who booked it told us it was $200 for the adult pool) but was dismissed and told nope its $100, creating an unnecessary "guilty until proven innocent" atmosphere. Administrative Disorganization Booking Errors: We arrived to find the cabana we had signed the day before for hadn't actually been booked in the system. The "Paperwork" Check-in: The 8-page, desk-bound check-in felt more like a US corporate office than a luxury Mexican resort. This process was timely and very inconsistent with luxury Mexican resorts we have stayed at before. Sadly, it ended up being a foreshadow for the corporate feel of any admin issue. Logistics & Room Issues Dangerous Arrival: The $300+ transport was genuinely scary, with the driver exceeding 80 MPH on a narrow and bumpt road and passing into oncoming traffic. First time we have EVER had to tell a driver to please slow down as I felt really unsafe w/ our son in the car. HVAC Failure: The room was freezing with no heating element available so you couldn’t use the thermostat to warm the room up. We turned the temp up 6 degrees, returned 5 hours later to the same 66 degrees. We didn’t know that was the issue and nor did the staff – they first sent someone who replaced the thermostat and then again sent maintenance who was in the room for over an hour. We were forced to turn the AC off entirely to reach a manageable temp. Not something you should have to spend hours on during vacation. You couldn’t open the patio door either because condensation would wet everything in the room, making the floors unsafe to even walk on (plus they would become filthy) Housekeeping: Stained cushions on the pull-out bed were ignored by housekeeping. They have Byredo products (a favorite of mine), but then saw there was no body wash – the soap available for three people was a round small soap typically used for hand washing or face wash, it was never replaced during the stay either.