Bel Air by Casago

There are some truly outstanding employees here, and they deserve credit. Pedro, Lilly, Rosa, Emanuel, Oswald, Julio, and the grill staff were consistently attentive and friendly, and worked at a higher level than people we've met at most resorts. Much of the restaurant and bar team were genuinely amazing, and they kept this from being a lower rating. The problems came with the Altitude premium upgrade and some management decisions. We paid extra for better service, premium liquor, and access, but those benefits were inconsistent. Butler service was mostly unavailable, the front desk was unreliable, and we had to request basic things like towels repeatedly. Premium liquor was very limited and often ran out, making the upgrade hard to justify. New Year's Eve was poorly managed for access and bar availability. Guests were moved from the beach, nearby bars were limited, and a dispute over a guest being charged for a whole bottle escalated unnecessarily. The bar manager handled the interaction aggressively, which felt out of place at an all inclusive and stood in sharp contrast to the professionalism of most of the staff. This resort has excellent people and plenty of potential, but the premium offerings and event management don't match the price right now. With more consistent service and aligned leadership, it could easily be a 4-5 star experience.

The hotel activities kept us entertained without any pressure to plan anything extra. We travelled with our six year old son, and many activities were family friendly and fun for all ages. Vanessa from activities team deserves a special shout out. She was attentive, inclusive, and brought great energy, engaging guests of all ages and making our stay even more enjoyable. This was our first trip to Cabo, and traveling with my family turned out to be relaxing and memorable. Staff were consistently friendly and welcoming from start to finish.

The food has been amazing, and the pool activities were so much fun. Alexia and Vane did a great job running pool volleyball and water polo. We'd definitely come back!

The location was the only good part. The first bed was broken, so we had to switch rooms, and the beds felt tippy and unstable. The bathroom smelled like sewer. Room service was awful, don't order, and the food was pretty average except at The grill restaurant. Overall I wasn't impressed and will NEVER return.