La Cantera Resort & Spa

Beautiful views, and an amazing adult only infinity pool! The beds and room were comfortable abd quiet. I appreciated the accommodating staff. The in room safe was locked and needed a new battery. When I brought this to their attention, it was fixed right away. The shower would not stay on overhead and the plumber replaced the part the next day. I had a very relaxing three evenings.

This was a terrible experience from start to finish. I was almost served food I’m allergic to, even though I clearly informed the server about my dietary restriction. Because of that mistake, I had to cancel my massage appointment. Despite paying $400 for the night, I was still asked to pay an additional fee just to enter the spa. That felt incredibly unreasonable, especially after the disruption caused by the kitchen’s error. The pool service was equally frustrating. I waited 50 minutes for a simple plate of hummus that never arrived. Every server gave a different excuse, and it became clear that they don’t serve or even check on certain parts of the pool. The staff seemed indifferent and disengaged. To top it off, I asked for a cup of hot water and was given something that looked dirty and questionable. I attached a photo because I honestly don’t know what was in it. Overall, it felt like they were doing everything possible to ruin what should have been a relaxing getaway. The facility itself is beautiful, but the staff and service completely ruined the experience. I would not return unless major changes are made to the team and their training.

If you are going with kids beware. Pricing has gone up since we started coming in 2021. The slide never opens on time. It’s the main reason we go to this resort. They have had staffing issues for years with the lifeguard staff required to operate the slides. Wait staff and bartenders give you the run around on when it will be open. People waiting 45 mins by the pool for beers. One waitress by the kids pool. We’ve stayed in the Villas the last two times but those are getting tired. Drapes are ripped, soap shortage, AC is loud when it kicks on. Villas staff has always been helpful. The main hotel seems to run itself with little oversight. No one to talk to with issues outside of bartenders who seem tired of the same problems. This was a great resort prior to PE purchase. We miss you USAA. Bummer.

Please spend your money elsewhere. This was, without question, the most awful trip I have ever had -- and unfortunately, it was also the most expensive. My husband had planned it as a sweet surprise for my 40th birthday. Instead, it turned into an incredibly frustrating and disappointing experience. We still have not been refunded our money. The second manager we were escalated to, Dylan, stopped responding to my emails, so I reached out to the person listed as the General Manager on their website. No level of management was responsive, professional, or able to resolve the issues we experienced during our stay. When we arrived, we were told there was a major issue with our reservation. Staff initially blamed Expedia and had us call them multiple times, only to later admit the error was actually on the resort's end. This caused over an hour delay at check-in. During that delay, the manager, Nathan, was called to assist -- but he handled the situation unprofessionally. He did not greet us or acknowledge that we had already been waiting for 45 minutes. He offered no apology or thanks for our patience, and simply repeated the same unsuccessful check-in steps the other staff had already tried. After multiple failed attempts by Nathan and another 30 minutes, he just asked my husband to swipe his card for a fifth time, without any recognition of the inconvenience. It finally worked, but again nothing professional or kind from Nathan. The service staff apologized for him stating, "We call him the man of few words." While we were waiting -- still unable to access a room that cost over $300 per night -- I needed to use the restroom but had to be escorted to another floor, as there were no public restrooms available on the seventh floor (the adults-only level). The resort had already acknowledged that the reservation issue was on their end, but we were still left waiting without resolution for far too long and without access to a restroom on the floor we were paying for. Parking was another disaster. My husband was told ahead of check-in that parking was complimentary for seventh-floor guests, and that was confirmed by staff before we arrived. However, when we got to the lot, there were signs everywhere instructing us to pay. I called the hotel to confirm again and was told we needed to pay, despite what we had previously been told. We went ahead and paid the high fee -- which didn't include valet -- only to later learn, by accident through the concierge on the 7th floor, that we actually shouldn't have paid at all. We made multiple attempts to resolve the parking fee. During the third attempt, a reservations staff member raised their voice at me and repeatedly spoke over me, even though I was calm and simply trying to explain that we had confirmed free parking with resort staff before our arrival. She told me I must not have stated I was on the 7th floor and that was the cause of the problem. I told her repeatedly that I mentioned the 7th floor as it was supposed to be a perk of the adults only floor. It was unprofessional and unnecessary. To make things worse, the valet later tried to charge us again for parking, even after we explained that we had already paid and were waiting for a refund. On the morning of April 19, the fire alarms went off and evacuation procedures were initiated. Once the alarms stopped and the "all clear" was given, there was no communication or reassurance from management regarding what had happened. Guests were left in the dark. My husband had also arranged a spa appointment for me at 1:45 p.m. on April 18. He never received a confirmation email, and when he called to follow up, he was told the appointment had been incorrectly scheduled for 11:45 a.m. -- a time we never requested. We had to rearrange our entire day to accommodate the error. I do want to mention that the bar staff -- including a new trainee -- were excellent and deserve recognition. One bartender made outstanding specialty cocktails. However, the food was lackluster, and the other bartenders appeared unfamiliar with the resort's own drink menu. While we remained patient and hopeful that someone would resolve these issues, that never happened. The billing issue is still unresolved, and no meaningful compensation has been offered, despite multiple promises. Since April, my husband and I have enjoyed two other resort stays -- both extremely affordable and absolutely wonderful. The food, service, and experience at those properties far exceeded what we encountered at La Cantera. We gave the staff every opportunity to make this right, and they failed. I strongly encourage others to spend their money elsewhere.

We had a wonderful time. The staff was kind and accommodating. Our room wasn't ready but we were given a credit to make up for it. The food in the Sweetfire Kitchen was amazing. The portions sizes were beyond expectations and the food was fresh and delicious. We ate breakfast and dinner there and both times our server exceeded expectations. We did In-Room Dining and it was AWFUL. The food was full of pepper and inedible. I was also offended to be charged gratuity automatically and then encouraged to give an additional tip. It was way too expensive for the quality of food we got. I would not recommend In-Room Dining at all