One&Only Palmilla

Our first stay at One&Only Palmilla was excellent, which made this second visit even more disappointing. Unfortunately, this trip fell far below the standard expected of a property marketed as an ultra-luxury, five-star resort, and it completely undermined what was supposed to be a relaxing vacation. To begin, our room was neither ready on time nor upgraded, despite booking through Amex Fine Hotels & Resorts and being told the hotel was operating at roughly 40% occupancy. While upgrades are never guaranteed, the communication and expectations set prior to arrival made this a frustrating start. Service inconsistencies continued throughout the stay. On our first evening, housekeeping never arrived for turndown service. We let it go as an isolated oversight, but after specifically confirming a 7:00 PM turndown the following evening, it was missed again. We informed our butler, who advised that management had been notified, yet no meaningful recovery effort followed. The most unacceptable issue occurred on our final day. We returned to find that housekeeping had placed a soaking wet duvet on the bed and then covered it with a wool blanket, leaving the bedding damp, heavy, and smelling mildewed. After notifying our butler, management contacted us and offered only a replacement duvet. For a hotel at this price point and reputation, the lack of urgency, accountability, or any real service recovery was shocking. Basic housekeeping standards were also repeatedly missed. Dirty cups and used knives sat in the room without being removed, and small details that are supposed to distinguish luxury hospitality — such as the incense amenity placed in the room — were never attended to. Dining service was equally inconsistent. Multiple meals arrived incorrect, with items omitted or substituted entirely without explanation. Across the property, service felt slow and inattentive. At breakfast one morning, we waited approximately 15 minutes before anyone even acknowledged our table to offer water. The pool and restaurant experience was similarly frustrating. Staff were visibly present throughout the property, yet we repeatedly found ourselves moving umbrellas and adjusting seating on our own without assistance. Even the gym lacked the level of upkeep expected at this caliber of resort. Cold towels and bottled waters routinely went unreplenished, and equipment was never visibly cleaned during our visits. By checkout, it was clear our experience was not isolated. The couple beside us was disputing an accidental 10,000 peso incidental charge, which only reinforced the broader sense of operational disorganization throughout the property. Overall, this trip was an enormous disappointment and a complete mismatch with the level of service and experience One&Only Palmilla advertises. Vacations at this level require significant planning, time, and expense, and it is incredibly frustrating when the reality fails so dramatically to meet expectations. We left feeling more stressed than relaxed, and unfortunately, we will not be returning.

JULIO IS THE BOMB! We had the best time chatting with him and he took the amazing care of our group. I talked about how yummy the tartar sauce was and he sent me home with some! 15 out of 10 service!

Julio’s service and beverages were too knotch! Highly recommend him and his spot after a fun day of golf

We stayed for 5 nights and everything was amazing. Lulu and Elisa were our hosts for the duration of our stay, and they were always extremely helpful and responsive. They helped us get a reservation at a hard to book restaurant. They were extremely friendly and professional through the trip. Additionally, Reyes at the spa was attentive and helpful. Overall it was a 10/10 experienced and would recommend to everyone. We cannot wait to go back!

Julio was amazing. top notch service, funny fun guy. love him!