Luxury Las Palomas Oceanview Condo - Phase 2

The location is great, but getting settled was frustrating. Even though we’d prepaid, check-in took more than 10 minutes because of all the paperwork, and then it took us another 20 minutes to find our room. There weren’t clear directions or building labels. The place also felt deserted and unwelcoming, and the front desk staff member had a poor attitude. We rented a condo for four days and had no hot water. Someone came to fix it and said it was repaired, but it still wasn’t working. My husband had to take the issue to a supervisor before it was finally resolved. Several outlets didn’t work either, and there was no iron. The keypad on the door was broken, which raised security concerns. We also found a roach in the bathroom. The shower curtain was stained, the shower handle felt flimsy, and the light on the 10x bathroom mirror was out. The food was subpar and the drinks were watered down, especially for what we paid. Staff were unhelpful across the board. Management and customer service were just as disappointing as the stay. These basic maintenance problems should have been taken care of before renting the unit. Given the resort’s cost and reputation, the experience was unacceptable. We wouldn’t return or recommend it. Save your money and go somewhere else.

The condos are nice and right on the beach. My one unpleasant part was seeing young kids everywhere. I’m not saying the whole place needs to be adults-only, but it would be much better if family and adult areas were separated. It’d be nice to relax in the hot tub without a kid cannonballing in. Maybe I’m just a grump, but man.

On checkout day we wanted to stay by the pool until 2pm, another three hours, have lunch, and enjoy the last of our mini vacation. They wouldn’t give us towels because we were about to check out, and we couldn’t even offer to pay for them. That policy left a terrible taste in our mouths. The towel rules were already stricter than anywhere else we’ve been in Mexico. We checked out four pool towels, and while we were on the lazy river, someone took one. Security reviewed the camera footage but couldn’t tell who had taken it, yet we were still liable for $25. I was willing to let that go, silly us for not somehow bringing the towels with us. Someone in management needs to update this ridiculous policy.

The wedding day itself was meaningful and memorable, and the setting at Las Palomas is beautiful. The waterfront views, pools, and well-kept grounds are lovely. The Convention Center was spacious and looked perfect for our daughter’s reception, which cost $80 per person. The service was the part that disappointed me most. Some staff, particularly around the Phase 2 checkout lobby, came across as rude and dismissive. I wasn’t expecting special treatment, but I put close to $30,000 into hosting the event and brought significant business to the resort, not including a bridal Suite. Our group was respectful and faith-based, and we had a dry wedding with no intoxication, loud behavior, or disruption. At times, though, it felt like our presence was a nuisance instead of something welcomed. As someone who owns a business in hospitality, I’d never talk to or treat my customers the way some of our guests and I were treated. The arrangements were confusing because the condos are privately owned and handled by different property management companies. Some guests who booked through Casa Go had to check in at a separate off-site location. When they arrived at Las Palomas, staff wouldn’t help with anything related to their stay, including their luggage. That was especially disappointing for families who’d traveled a long way. The towel rules also caused frustration for many of our 50 families from Phoenix and other parts of the U.S. Guests staying through third-party management couldn’t use Las Palomas pool towels and had to bring towels down from their units. After checkout, anyone wanting to use the pool before leaving town had no access to towels. There wasn’t even a bridal suite included. At the end of the reception we were charged for an extra plate, even though three guests had been no-shows. It seemed very sketchy and like a money grab. Even for future trips to Puerto Peñasco, I’m unsure we’ll return after this level of service. If I planned again, I’d thoroughly explore all the options before choosing Las Palomas.