Picturesque Views I Private Outdoor Terrace Lounge

The location and facilities are nice, but the service was so poor that I was shocked, especially given how expensive the hotel is. At check-in, the receptionist handed me a key without explaining anything or showing me a map of the facilities. Later, after a bad mountain biking crash in Valle Bravo, I went to the receptionist bleeding and asked for a first aid kit. He didn’t check whether they had one, told me to ask Starbucks, then went back to watching TikTok. It’s hard to imagine a hotel operating without a first aid kit. At the restaurant, the steak came on a very hot skillet, which was great, but the waiter set it right in front of me. Grease splashed onto my face and clothes, so I pushed the skillet away instinctively and burned my hand because there was nowhere else to grab it. My fingers blistered, and nobody apologized. Angie was amazing and the only good employee I encountered. One tall, more built waiter kept pretending not to understand my Spanish, something I’ve never experienced in Mexico. There are hundreds of staff here, yet they sit around on their phones with TikTok blasting at full volume. You hear it as you walk around, and staff seem bothered when you need anything. Reception staff were doing it too. Whoever handles hiring and management clearly has no idea what they’re doing. If the service matched the price, I might consider coming back.

It’s a beautiful place and ideal for those of us traveling with dogs. I liked the food and had a great yoga class. But service is mediocre at best, far below what the price should get you. Staff seem poorly trained and can’t answer basic questions, and there’s little sense of urgency, especially at the spa.

The restaurant is fantastic, with lots of beautiful terraces, but smokers are all around you. A designated non-smoking terrace would be great. My room had a lovely view that made it feel as if I was surrounded by forest, and the hotel could be a relaxing place. But it was near the restaurant, so loud kitchen music carried through the closed window until midnight. WiFi didn’t reach the room, and there were no hooks for towels or bathing suits.

The area has nice amenities and is kid friendly, so it’s a nice spot for a day trip. There’s also a good day package where you can come for breakfast and stay for the day. But the room felt overpriced at almost 3900mxn for two people, even with a 20% discount. Breakfast was very simple, and the service wasn’t great.