Tropicana Los Cabos, Tapestry Collection by Hilton

The room was cleaned every day, and they had free coffee in the morning. The staff were super helpful, and the place itself is gorgeous. The pool stays warm, though the hotel’s position means it doesn’t get sunshine all day. It was always quiet and cozy around the pool. The only real issue for us was the wifi, which kept cutting in and out. Other than that, everything was honestly perfect.

The property is beautiful and the location is hard to beat, but after five days here my husband and I left disappointed. We picked it because of the great reviews, and I found myself wondering whether some might have been written by staff. We’re Gold members, though that didn’t seem to count for much. Like other guests we spoke with, we were told there were no upgrades available, even though the hotel didn’t seem full. The front desk was rarely accommodating, and our Gold benefits didn’t feel like benefits. The breakfast situation was frustrating. We were initially given a menu with omelettes, fruit, bread, juice, and coffee. The next day, the reward member menu had only fruit or juice, tea or coffee, and bread and butter, with eggs costing another 80 pesos. We were told the first server had made a mistake. They let us order from that menu once more, but the hostess made clear it wouldn’t be allowed after that. The first two breakfasts were tasty and nicely presented, but the service took so long that it spoiled the experience. On the third morning we waited 40 minutes for bread, tea, coffee, and fruit, so we skipped breakfast and the restaurant for the rest of the stay. Service was poor beyond the restaurant too, especially for what we paid in money and points. I still don’t know what the daily resort fee covered. There was no pool service, food service by the pool, or bar service, and the pool bar never opened. Staff swept the grounds and set out towels, and coffee and tea were available at the desk for a few hours each morning. But when the small carafes ran out, we had to ask for more, then wait at least 15 to 20 minutes. The response was always that someone would get it in a moment, and nobody refilled them unless asked. The hotel offers activities for guests, but when we tried to sign up for the bike tour, we were told it was full. Other guests said they’d received the same answer. We were also offered a daily continental breakfast as a Gold benefit, which turned out to be the limited menu described above. At checkout, I mentioned some of my disappointments. The front desk apologized and offered to remove a $2 restaurant charge from the room. After more than 20 years as loyal Hilton members and using a significant number of points, that felt dismissive. Returning some of the points would have been a much more meaningful gesture. I wanted to love this boutique hotel because the location is amazing, but it wasn’t worth it for us. Customer service can make all the difference. Staff need to follow through instead of just saying “my pleasure.” I’m sad this is a Hilton property, because the care and service fell short of what guests should get. If friendly service matters to you, be careful about staying here.

There’s plenty to see and eat within a 5 to 15 minute walk, and the Urbana bus runs past all day. Taxis and Uber are available too. It’s about a five minute walk to Mission Church and the plaza. We liked the quiet heated pool and hot tub, and the bar was excellent. Staff were friendly, responsive, and highly trained. We’ll return.

I’ve stayed at Tropicana Los Cabos before and after the updates, and this year I chose my beach timeshare instead of historic San Jose. I was sorry we hadn’t picked Tropicana once we visited and caught up with the staff and management from last year, especially Christopher, the GM, and Nacho. Before Art Walk we stopped in for guacamole dip and drinks. Later, after the festivities, we came back for flamenco dancing, lively music, and a nightcap. Christopher and Nacho remembered me from last year, which made the evening feel special. I can’t wait to return to Hotel Tropicana next year. It’s right in the middle of the Art Walk district, close to shops, restaurants, and historic sites.