Pueblo Bonito Sunset Beach Golf & Spa Resort - All Inclusive

We’ve been owners for over twenty years and had never had a bad experience before. This time, front desk Alb£rto offered extra space and comfort for the whole family in one unit, plus massages for three, for $500 US Dollars. We agreed. Instead, the unit was smaller than the one we’d asked for and had ONE LESS bathroom, with no large exterior patio or jacuzzi like we expected. We paid $500 more for less space. When we went back to the office, Alb£rto said the resort was at maximum capacity in the third week of May. The only four alternatives, we were told, were even worse and far apart. We asked for a supervisor. Mau*rici0 eventually came to help, after the supervisor had been hiding behind a wall. He also said they were full and offered to keep our family of six in one building, but split between two units on separate floors. Later, other employees told us the hotel wasn’t even at 70% capacity because it was slow season, and the rooms beside each assigned room were empty. We felt the front desk management had been playing games with our family and doing the bare minimum, despite our more than two decades as loyal Pueblo Bonito clients. It seemed disrespectful, especially when they could have helped us make special memories together. We’ve seen other reviews complaining about these people too. We asked for the $500 special offer refund, and they weren’t happy. We don’t pay for less, and maybe that’s why they punished us. The visit was extremely disappointing, with lame excuses and a lame approach to doing things right. The TV didn’t work properly. A few hours after we returned to the room, condensation was leaking in several places on the kitchen counters, and some cabinets were already damaged. This doesn’t seem new. I have a feeling the supervisor was angry that we asked for our $500 back and put us in a room with bad air conditioning. Pueblo Bonito could have done better, but the front desk didn’t want to make an effort or go the extra mile. Complaints are adding up, and it seems Pueblo Bonito is okay with that. Pueblo Bonito Sunset Beach Hotel management is getting lazy and ruining the reputation of what was once a great resort.

We expected a 5-star resort based on how it was advertised, but this felt more like a 3-star property. That gap is why I’m rating it low. The views were beautiful, but the layout was difficult: steep terrain and shared roads with golf carts, blind corners, and moments that felt unsafe. Strong surf and undertow meant we couldn’t swim in the ocean. Wind often meant umbrellas had to come down, leaving no pool shade during the day. Billing was a problem from check-in. We were nearly charged twice even though part of the stay had been paid online. Each bill also had an automatic “charity donation” of about $10.50 USD without clear disclosure, so check every charge. The rooms and facilities felt dated and in need of renovation. We found cockroaches in our room, smelled something like gasoline that came and went each day, and had maintenance problems including a broken shower handle and a shower head that barely worked. Service was repeatedly slow and frustrating. The pool seemed severely understaffed, with long waits just to order and even longer waits for food and drinks. Room service couldn’t be relied on: one coffee order never arrived. There were restrictions too, such as being allowed only two items per guest, so we couldn’t order food, coffee, and juice together. Some staff seemed dismissive. At breakfast, when we tipped for two, someone asked for a tip and mocked us with “only 2 dollars..?” and laughed in our face. That pressure was uncomfortable given the service. Food availability was inconsistent: even basic things like avocado were unavailable all week. Room service was listed as open until midnight, but when we tried at 10:45pm it was already closed. The timeshare presentation was a major concern. It lasted about 4 hours despite a promise of 1.5 hours, and the pricing tactics felt misleading, dropping from tens of thousands to a fraction after we repeatedly refused. Staff openly acknowledged manipulative sales approaches. The pressure was uncomfortable. Don’t buy the timeshare. We saw one lady crying as she tried to get out of it. They intentionally give you no time to review with a lawyer, saying you have to sign that day. Between the service, maintenance, billing transparency, and aggressive sales, the property overpromised and underdelivered. It didn’t feel like a 5-star experience in any meaningful way.

The staff and transportation team made this stay feel special. MAU, who drove the cart, was especially kind when my friend was making a fool of herself after too many drinks. I’m grateful for how he treated us. Everyone was cheerful and ready to help. It’s the most beautiful place I’ve ever visited, and I’d recommend it for a vacation.

At the 50's Diner at Pueblo Bonito Sunset Beach, the chicken and waffles were a real highlight. The chicken was a big, well-battered piece, nothing like the chicken strips you get in the States, and the cream with the waffles was delicious too. Jose y Jesus looked after us well. Great service and a phenomenal location.