Encantada Resort by Home 2U

The plunge pool area looked like it hadn’t been cleaned in a long time, and the townhouse felt very outdated. We’ve stayed at Encantada twice before and brought our grandchildren this time, including an 11-month-old, so this was a real letdown. The sinks were stained, and although the toilets looked clean, they were disgusting under the rim. We had to buy bleach to clean them. The furniture was old and damaged, and the carpet on the stairs had seen better days. The towels seemed to be the only new thing. It really spoiled our stay, and the townhouse didn’t look like the one shown on the website. We won’t be back.

The pools were cloudy, our beds were uncomfortable, and there was a garbage smell and mosquitoes near our unit. We also only learned after booking that cleaning and dog fees would be extra. Those charges came to another $400 at check-in, bringing the two-day stay to roughly $900 after all the hidden fees. There are definitely better options.

The rooms were nice, but the hot tub was the reason I booked, probably 90% of it, and it was a letdown. It had around 25 jets and four seats, yet only two jets worked, and one of those fell right off. The working jets had barely any power. I should probably have called the clubhouse to ask for another home, but I just put up with it. What would a family do if only two jets in one seat of the four-seat tub worked? This wasn’t what I booked the place for.

There’s good space and the rooms are a good value, but I wouldn’t stay again with so many problems and no help on site. The phone number they gave me reached “the front desk.” I reported sinks and toilets that didn’t work, lizards and frogs in the unit and rooms that ran over my kids, TV and shower problems, and a hose that kept running into the pool and spraying the wall. There were also cockroaches inside. With toddlers who can open doors, the lack of pool safety gates should be addressed at a family vacation spot. I called the property five times and still went another four days without anyone coming to fix things. A supervisor even blamed me for some of the issues. They need to sort out a lot before the value is enough to bring me back.