Cala de Mar Resort & Spa Ixtapa

We left early after a string of disappointments. The main pool was closed for a wedding, which we hadn't been told about, so everyone was packed into the smaller pool and loungers had already been claimed. Pool staff brought us hard, upright chairs instead. Service by the pool was incredibly slow and they got our order wrong. The waiter spoke only to my husband. Our room safe wasn't working, though it was repaired while we were there, and the bathroom smelled strongly of feces. We loved this place on our first visit a few years ago, so this second stay was a letdown.

The one thing I'd suggest to management is adding air conditioning to the bathroom area. Otherwise, we had an amazing stay at Cala de Mar. The resort, staff, food, and drinks were all five star. Edwin and Ulysses were wonderful to us, and we're grateful. We'll certainly be back.

Mariadna Juarez, the General Manager, really stood out. She was available whenever we needed something and got back to us quickly about questions and requests, which helped make our stay unforgettable. We chose this beautiful resort for our New Year's week after reading lots of reviews. The service, food, amenities, and ocean-facing rooms with private plunge pools were the best we've had at any five-star hotel.

The hotel itself was lovely: great location and building design, a well-laid-out suite, patio, plunge pool, and incredible views from everywhere, even the gym. The staff were kind, helpful, and very quick to respond. But my husband, our four friends, and I all felt the extra costs were a real problem. Food and drinks cost far more than the quality justified. Either the food quality and variety need to improve a lot, or prices need to drop by at least half. Items cost much more than comparable ones in the US or Canada. We also weren't told up front that each food or drink receipt already included a required service fee or tip. It was tucked in with what we assumed were taxes, and each receipt also prompted us to add another tip. We only realized on our last day that we'd been tipping 20-30% extra on every service. Our American friends said they paid the equivalent of $70 USD for a tube of sunscreen at the resort. The return airport transfer was also way overpriced: we were quoted 6400 pesos, or $500 CND. Our friends booked it, then found they were put in a regular cab at the airport and sent on their way. A regular cab should cost about 600 pesos, around $47 CND, each way, or 1200 pesos for a return trip. Fixing these inflated costs would bring the rating up to a guaranteed five stars, because guests would feel they were getting the luxury experience they paid for.