Zadun Los Cabos, a Ritz-Carlton Reserve Residence

The grounds are stunning, and the spa has a great wellness program. I especially recommend the Temazcal experience if you're brave, lol. The staff also put so much thought into the little details and helped make my friend's bachelorette exceptional. A lot of Ritz Carlton hotels are nice, obviously, but at Zadun the staff really make you feel special. These days, hotels can forget what hospitality means. The people at Zadun go out of their way to make the stay exceptional.

The three restaurants, El Barrio, Candil by the beach, and Humo, are very good and comfortable. My ceviche at Candil was outstanding. We preferred mixing in meals in San Jose de ‘Caro’, a joke for Spanish speakers. In town, I recommend Limo and Sage, owned by the same people, and LaLupita for its killer mescalitos, great band, super tacos, and fun vibe. Adios. This is a beautifully appointed five star resort, with an efficient check in and a personal concierge. Ours was Ari, who was always willing to help, though we're low maintenance. The gym is very good, lightly used, and we went every day. Uber is easy. If you're concerned about prices, best not to stay there.

The food prices felt predatory, and my spa treatments weren't as described. The rooms are beautiful but don't block sound, so we heard plenty of noise from outside. Service was great, but we got seriously sick, possibly from the food or water, despite the resort saying it has its own filtered water. Management never replied to my email, which was what I expected. All in all, it was a mediocre stay, and now I'm unsure whether I'd return to the area or try another Ritz Reserve.

The service on this visit was inconsistent and unhelpful, sometimes leaving me in an impossible position, especially when my daughter urgently needed medical help. My previous stay at Zadún was outstanding, and service is one of the main reasons I choose high-end hotels like Ritz-Carlton properties. This time was a very different experience. After a full day traveling alone with my two young children, we went to the pool shortly after checking in, before 5:00 p.m. The pool staff kept avoiding us and never took our order, so we went to the beach instead. It was completely shut down, with the cushions removed from all the furniture and staff standing by the bar without acknowledging guests. That night, my daughter suddenly developed ear pain and was screaming and crying uncontrollably. I contacted the concierge on WhatsApp, with screenshots attached, and asked if there was a doctor on site. They said there wasn't one, but that they could provide children's pain medication and earache medicine. While I was alone in the room with both my young children, they then told me they couldn't give me the medicine without cash, even though it was available. I felt helpless and frightened, holding my three-year-old son and four-year-old daughter while unable to help her because staff required cash for basic medication. That was completely unacceptable. There was also a problem at check-in. The staff member told me that without a credit card I couldn't charge things to my room and would have to pay as I went. I offered to authorize $2,000 on my debit card and add funds if I went over, and accepted that any unused amount could take two weeks to return. He still refused to charge the card, so I had to manage payments throughout the stay instead of using a simple pre-authorization. I had also asked at check-in to be told about any discounted room upgrades, as someone had done on my previous visit. I said I would extend the stay by two days if there was an option, but nobody followed up. I'd like a clear explanation of why these issues happened, clarification of the payment, medical assistance, and emergency guest support policies, and a response about the missed follow-up on upgrade options. I also want assurance that steps will be taken to keep this from happening to another family. The WhatsApp messages and screenshots documenting everything are attached for review.