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Reviews of Puerto Nuevo Baja Hotel & Villas

3 out of 5
Puerto Nuevo Baja Hotel & Villas
Carr. Libre a Ensenada 4490, Mar de Puerto Nuevo I, Playas de Rosarito, BC

Reviews

7.8

Good

Rating 10 - Excellent. 741 out of 1631 reviews" "
Rating 8 - Good. 379 out of 1631 reviews" "
Rating 6 - Okay. 220 out of 1631 reviews" "
Rating 4 - Poor. 152 out of 1631 reviews" "
Rating 2 - Terrible. 139 out of 1631 reviews" "

8.0/10

Cleanliness

8.4/10

Staff & service

7.6/10

Amenities

7.2/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

4/10 Poor

Antonio

Travelled with family and small children
Liked: Cleanliness, staff & service
Overall I would NOT stay here again. No AC nor heat in our room. Beds were uncomfortable. I will say everything was very clean.
Stayed 1 night in May 2024

10/10 Excellent

Martin

Liked: Cleanliness
Stayed 1 night in May 2024

8/10 Good

Raquel

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in May 2024

10/10 Excellent

Atef

Liked: Cleanliness, staff & service
Stayed 2 nights in May 2024

10/10 Excellent

Christine

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
They didn’t provide any wash clothes which we thought was strange. Also not too many electrical outlets to use and only had one Muir in the bathroom. No ironing board.
Stayed 2 nights in May 2024

10/10 Excellent

Margareth

Travelled with family and small children
Liked: Amenities, property conditions & facilities
What I like: Staff are very friendly and helpful. My family and I can’t speak Spanish and some of them are bilingual so it helps a lot. They have free face painting and cotton candy for the kids. Have small convenient market, bar in the pool. Great views from the villa. Very safe location. Food and service are Excellent. Dislike: we requested to turn on the patio heater while we were dining out but it took forever to arrive. There was one working but they put it to different table with the othe family.
Stayed 1 night in May 2024

8/10 Good

JONATHAN CHARLES

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We stayed there on a Saturday night. Good view of the ocean. The best thing was the live music in the bar. It was a lot of fun. very reasonably priced cocktails.
Stayed 1 night in May 2024

8/10 Good

Griselda

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The attention on the restaurant was great Nelson the waitress give a excellent service make you feel at home , Sandra housekeeping do and extra waooo thank you guys for made my stay wonderful 🤗🤗🤗🤗
Stayed 2 nights in May 2024

8/10 Good

Dulce

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Restaurant in the hotel was great. Pools are kid friendly & clean. Great experience overall !
Stayed 1 night in May 2024

10/10 Excellent

Silvia

Liked: Cleanliness, staff & service, property conditions & facilities
Family oriented!
Stayed 1 night in May 2024

2/10 Terrible

Rafael

Travelled with family, Travelled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
The first question that I was asked by the checking clerk was, who is the other person staying with you, your wife, your friend? and I stop her right there before she continued.. once I received my bracelet, she demanded that I bring the other person to the counter so that the camera can take her photo and keep a record of it. since I initially refused, she asked if my wife was handicapped as to not being able to come to the counter. Once we entered the our assigned room, we got shocked by the horrible fresh paint of the room. My wife is asthmatic and entering this toxic room almost triggered an asthma attack. At the counter, the clerk tried to upsell us to a higher price room. the second room change was no better. smoke smell was everywhere, the sheets were cleaned but the bed cover smelled badly of cigarette smoke. the mattress itself, was of the worst quality that we have slept in, in years of travel. The stairs leading to the upstairs resort units don't have a handrail and very poorly lit, so you have to hold on tightly and step firmly so not to fall in the darkness. At check out at 11:15 a.m., I forgot something in my room prior to heading to the front desk to check out. to my surprise, I could not enter my room any longer. after locating a hotel maid, she told me she could not open the door for me. her supervisor had to call someone to authorize it too. WORST EXPERIENCE IN MY LIFE at a hotel resort. $137 per night does not justify paying for this! negative stars
Stayed 1 night in May 2024
Response from GUEST RELATION MANAGER on May 23, 2024
Dear Rafael,We are deeply sorry to hear about your recent experience at Puerto Nuevo Baja Hotel y Villas. Your feedback is very important to us, and we appreciate you bringing these issues to our attention.First, we apologize for the intrusive and inappropriate questions asked during check-in. Our goal is to ensure the security and comfort of all our guests, but we clearly did not handle this situation correctly, and we will be addressing this with our staff immediately.We are also very sorry to hear about the conditions of your rooms. Our housekeeping and maintenance teams have been informed and will be taking immediate steps to prevent such occurrences in the future.Regarding the handrails and lighting on the stairs, we appreciate your feedback and will review our safety measures to ensure all areas are secure for our guests.We regret that your experience did not meet your expectations and our standards. We value your feedback and hope to have the opportunity to restore your faith in our hotel.

4/10 Poor

Lizbeth

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in May 2024
Response from GERENTE DE RELACIONES CON EL CLIENTE on May 23, 2024
Estimada Lizbeth,Agradecemos sinceramente que se haya tomado el tiempo para calificar su estancia con nosotros en Puerto Nuevo Baja Hotel y Villas. Sus comentarios son extremadamente valiosos para nosotros, ya que nos ayudan a mejorar continuamente y a ofrecer una mejor experiencia a nuestros huéspedes, por lo que siempre estamos abiertos a escucharlos. Gracias nuevamente y esperamos tener la oportunidad de recibirle de nuevo en un futuro próximo.

10/10 Excellent

Ileana

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The place was clean, and the service was great! The Buffett was not so good. The food quality was not worth the price. The internet did not stay connected for long. We had to keep trying to connect. Acceptable accommodations for the price. Thank you!
Stayed 3 nights in May 2024
Response from GUEST RELATION MANAGER on May 15, 2024
Dear Ileana,Thank you for sharing your feedback with us. We're glad to hear that you found our hotel clean with great service.We apologize for any inconvenience you experienced with the buffet and the wifi connection. Your feedback is important to us, and we will address these issues to ensure a better experience for our guests in the future.We appreciate your understanding and hope to welcome you back for another stay soon!

10/10 Excellent

Veronica

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in May 2024
Response from GERENTE DE RELACIONES CON EL CLIENTE on May 15, 2024
Estimada Veronica, Gracias por hospedarse con nosotros y por valorar su experiencia. A nombre de todos los que formamos parte del equipo de PUERTO NUEVO BAJA HOTEL Y VILLAS, los invitamos a regresar pronto.

4/10 Poor

SUSANA

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in May 2024
Response from GERENTE DE RELACIONES CON EL CLIENTE on May 15, 2024
Estimada Susana, Gracias por elegir hospedarse en Puerto Nuevo Baja Hotel y Villas y por tomarse el tiempo de calificar su experiencia. Esperamos verlos muy pronto de regreso.

10/10 Excellent

Evert

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in May 2024
Response from GERENTE DE RELACIONES CON EL CLIENTE on May 15, 2024
Estimado Evert, Gracias por hospedarse con nosotros y por valorar su experiencia. A nombre de todos los que formamos parte del equipo de PUERTO NUEVO BAJA HOTEL Y VILLAS, los invitamos a regresar pronto.

8/10 Good

Manuel

Liked: Cleanliness, property conditions & facilities
Estuvo bien el hotel esta bueno la comida esta muy buena la atención esta buena la swimming pool esta muy bien los shows están muy buenos en si lo único que no me gusto es que no tiene aire Accondicionado no se si solo mi cuarto no tiene o toda esa área, de ahí en adelante así lo recomiendo
Stayed 3 nights in May 2024
Response from GERENTE DE RELACIONES CON EL CLIENTE on May 15, 2024
Estimado Manuel,¡Gracias por compartir tu experiencia con nosotros! Nos alegra mucho saber que disfrutaste de tu estancia en nuestro hotel, así como de nuestra comida, atención y amenidades. Te recordamos que contamos con más de 50 habitaciones con AC para tu comodidad.Agradecemos tus amables palabras y recomendaciones. Esperamos tenerte de vuelta pronto para otra excelente estadía.

10/10 Excellent

Rudy

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We were able to have great dining experiences near us
Stayed 2 nights in May 2024
Response from GUEST RELATION MANAGER on May 8, 2024
Dear Rudy, We're thrilled to hear that you had a great dining experience nearby! Puerto Nuevo is known for its fantastic culinary scene, and we're glad you got to enjoy it. Your feedback helps us ensure that our guests have the best possible experience. We hope to welcome you back soon for another enjoyable stay!

6/10 Okay

Gilberto

Disliked: Property conditions & facilities
Stayed 2 nights in May 2024
Response from GUEST RELATION MANAGER on May 8, 2024
Dear Gilberto, Thank you for choosing Puerto Nuevo Baja Hotel y Villas and for taking the time to rate your experience. We hope to see you soon!

10/10 Excellent

Ruth

Stayed 1 night in May 2024
Response from GUEST RELATION MANAGER on May 8, 2024
Dear Ruth, Thank you for choosing Puerto Nuevo Baja Hotel y Villas and for taking the time to rate your experience. We hope to see you soon!

10/10 Excellent

Marcela

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024
Response from GUEST RELATION MANAGER on May 8, 2024
Dear Marcela,Thank you for choosing Puerto Nuevo Baja Hotel y Villas and for taking the time to rate your experience. We hope to see you soon!

10/10 Excellent

Leticia

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
El hotel esta limpio el personal es hamable, el check in fue facil y rapido y estacionamiento olio y con seguridad. El servicio del Spa excelente. Si volvere pronto. Gracias.
Stayed 2 nights in May 2024
Response from GERENTE DE RELACIONES CON EL CLIENTE on May 8, 2024
Estimada Leticia, Gracias por compartir tu experiencia en Puerto Nuevo Baja Hotel y Villas. Nos alegra saber que disfrutaste de tu estancia y que recibiste un buen servicio por parte de nuestro personal. Agradecemos tus amables palabras y esperamos darte la bienvenida nuevamente muy pronto. ¡Gracias por elegirnos!

10/10 Excellent

mayra

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from GUEST RELATION MANAGER on May 8, 2024
Dear Mayra,Thank you for choosing Puerto Nuevo Baja Hotel y Villas and for taking the time to rate your experience. We hope to see you soon!

10/10 Excellent

Teresa

Stayed 2 nights in Apr 2024

10/10 Excellent

Maria, Spring Branch

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Is ok
Stayed 1 night in Apr 2024
Response from GUEST RELATION MANAGER on May 8, 2024
Dear Maria, Thank you for choosing Puerto Nuevo Baja Hotel y Villas and for taking the time to rate your experience. We hope to see you soon!

6/10 Okay

Stephanie

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from GUEST RELATION MANAGER on May 8, 2024
Dear Stephanie,Thank you for choosing Puerto Nuevo Baja Hotel y Villas and for taking the time to rate your experience. We hope to see you soon!

10/10 Excellent

jessica

Liked: Cleanliness, staff & service, property conditions & facilities
Weekend getaway. Nice place
Stayed 1 night in Feb 2024
Response from GUEST RELATION MANAGER on May 8, 2024
Dear Jessica, We're glad to hear that you enjoyed your weekend getaway at our hotel. We hope to see you again soon for an even better experience! Thank you for choosing us!

10/10 Excellent

MAYRA

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
LOVED THE PLACE. SO FAMILY FRIENDLY AND ALSO HAVE A GOOD BAR AT NIGHT.
Stayed 1 night in Apr 2024
Response from GUEST RELATION MANAGER on Apr 29, 2024
Dear MAYRA,Thank you for your fantastic review! We're thrilled to hear that you loved our hotel and enjoyed our family-friendly atmosphere. We appreciate your feedback and hope to welcome you back again soon for another wonderful stay!

10/10 Excellent

Luis

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from GUEST RELATION MANAGER on May 3, 2024
Dear Luis, Thank you for choosing Puerto Nuevo Baja Hotel y Villas and for taking the time to rate your experience. We hope to see you soon!

8/10 Good

Erica

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great family friendly hotel. Will definitely be coming back with our kiddos.
Stayed 2 nights in Apr 2024
Response from GUEST RELATION MANAGER on Apr 29, 2024
Dear Erica,Thank you for your wonderful feedback! We're delighted to hear that you had a great family-friendly experience during your stay with us.We can't wait to welcome you and your kids back for another fantastic stay. Looking forward to welcoming you again soon!

2/10 Terrible

Eduardo

Stayed 1 night in Apr 2024
Response from GUEST RELATION MANAGER on May 23, 2024
Dear Eduardo,Thank you sincerely for taking the time to rate your stay with us at Puerto Nuevo Baja Hotel and Villas. Your feedback is extremely valuable to us as it helps us continually improve and provide a better experience for all our guests.We are committed to delivering quality service and ensuring that every stay is memorable. Please do not hesitate to let us know if you have any additional suggestions or if there is anything else we can help you with.Thank you once again for your feedback, and we hope to have the opportunity to welcome you back in the near future.

10/10 Excellent

Louis

Stayed 1 night in Apr 2024
Response from GUEST RELATION MANAGER on May 23, 2024
Dear Louis,Thank you for taking the time to rate your stay with us at Puerto Nuevo Baja Hotel and Villas. Your feedback is extremely valuable to us as it helps us continually improve and provide a better experience for all our guests.Thank you once again for your feedback, and we hope to have the opportunity to welcome you back in the near future.

10/10 Excellent

Elvis

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful views.
Stayed 2 nights in Apr 2024
Response from GUEST RELATION MANAGER on Apr 29, 2024
Dear Elvis,Thank you for taking the time to share your feedback with us. We're delighted to hear that you enjoyed the beautiful views during your stay.Your satisfaction is our top priority, and we are thrilled that you had a positive experience with us. We look forward to welcoming you back soon for another memorable stay!

6/10 Okay

Fabiola

Travelled with group
Liked: Cleanliness, amenities, property conditions & facilities
No acces to wifi , no enough towels, i reserve for 4 people and was only 2 towels , I call for more and they never bring to me !
Stayed 1 night in Apr 2024
Response from GUEST RELATION MANAGER on Apr 29, 2024
Dear Fabiola,Thank you for sharing your feedback with us. We apologize for the inconvenience you experienced during your stay.We are truly sorry to hear about the issues you encountered with the Wi-Fi access and the shortage of towels in your room. Please know that your comments have been shared with our housekeeping and maintenance teams, and we will take immediate action to address these issues to ensure they do not recur in the future.We appreciate your understanding and hope to have the opportunity to welcome you back for an improved experience in the future.Again, thank you for your feedback!

10/10 Excellent

Sulema

Stayed 1 night in Apr 2024
Response from GERENTE DE RELACIONES CON EL CLIENTE on May 15, 2024
Estimada Zulema, Gracias por hospedarse con nosotros y por valorar su experiencia. A nombre de todos los que formamos parte del equipo de PUERTO NUEVO BAJA HOTEL Y VILLAS, los invitamos a regresar pronto.

10/10 Excellent

irma

Travelled with partner
Liked: Staff & service, amenities
La habitación donde nos hospedamos, tiene el cuarto de baño muy descuidado,la puerta se está despedazando de la parte de abajo, el espejo está todo manchado en las orillas. Lo que es el closet,las puertas no tienen agarraderas, ningún enchufe eléctrico sostíene lo que conectes, no hay suficiente luz én el cuarto,está una lámpara que para prenderla se tiene que enroscar el fóco y áflojarlo para apagarlo. Las camas bien cómodas, no hay aire acondicionado.
Stayed 1 night in Apr 2024
Response from Gerente de relaciones con el cliente on Apr 19, 2024
Estimado Irma , Gracias por su sincera opinión y por tomarse el tiempo de exponernos los detalles de su estancia en Puerto Nuevo Baja Hotel y Villas. Lamentamos que haya encontrado algunos inconvenientes que provocaron que su experiencia no fuera agradable, por lo que le pedimos disculpas. Le aseguramos que hemos tomado notas sobre ello para seguir mejorando. Estamos trabajando en la remodelación de algunas de nuestras habitaciones para su comodidad, estaremos compartiendo mayor información al respecto muy pronto. Esperamos sinceramente que aún considere quedarse con nosotros en el futuro y nos brinde la oportunidad de brindarle una experiencia más agradable.

10/10 Excellent

Saul

Travelled with family, Travelled with family and small children, Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities
It was a nice safe property. It was close to restaurants and shopping…. I’m definitely going back!
Stayed 3 nights in Apr 2024
Response from Guest relation manager A.C on Apr 16, 2024
Dear Saul, I am very happy to read that you’ve enjoyed your stay at Puerto Nuevo Baja, Hotel y Villas. We are proud to know that our staff, service, and location made your stay a very pleasant experience. Thank you for taking the time to share your valuable comments. We hope to see you very soon!

8/10 Good

Katherine

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Rooms were dated, but clean and comfortable which is all we needed foe a one-night stay. Property looked to be family friendly with places for kids to swim and play.
Stayed 1 night in Apr 2024
Response from Guest relation manager A.C on Apr 16, 2024
Dear Katherine, Thank you for your comments and for choosing Puerto Nuevo Baja Hotel y Villas. Your suggestions help us grow and improve in order to provide you with the best service. We're currently working on the upgrade of some of our rooms and amenities, Thank you for visiting us. We are glad you enjoyed your stay! We hope to see you soon!

10/10 Excellent

Norma

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from GERENTE DE RELACIONES CON EL CLIENTE on Apr 17, 2024
Estimada Norma, Gracias por elegir hospedarse en Puerto Nuevo Baja Hotel y Villas y por tomarse el tiempo de calificar su experiencia. Esperamos verlos muy pronto de regreso.

8/10 Good

Daniel

Liked: Cleanliness, staff & service
No hot water
Stayed 1 night in Apr 2024
Response from Guest relation manager A.C on Apr 15, 2024
Dear Daniel, We would like to apologize for the inconvenience with your room, we are looking into this issue and hope to resolve it promptly and accurately to prevent it from happening again. We sincerely hope that you will still consider staying with us in the future and give us a chance to deliver a more enjoyable experience, Thank you for your feedback!

10/10 Excellent

Lucerito

Liked: Cleanliness, staff & service, property conditions & facilities
Every employee in this property goes above and beyond to make sure your needs are being met.
Stayed 1 night in Apr 2024
Response from Guest relation manager A.C on Apr 15, 2024
Dear lucerito, I am very happy to read that you’ve enjoyed your stay at Puerto Nuevo Baja, Hotel y Villas. We are proud to know that our staff, and service made your stay a very pleasant experience. Thank you for taking the time to share your valuable comments. We hope to see you very soon!

6/10 Okay

Daniel

Liked: Staff & service
Disliked: Cleanliness
Stayed 3 nights in Mar 2024
Response from Guest relation manager A.C on Apr 14, 2024
Thanks for staying with us. We appreciate your feedback!

10/10 Excellent

Jose

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place
Stayed 1 night in Jan 2024
Response from Guest relation manager A.C on Apr 14, 2024
Dear Jose, I am very happy to read that you’ve enjoyed your stay at Puerto Nuevo Baja, Hotel y Villas. Thank you for taking the time to share your valuable comments. We hope to see you very soon!

10/10 Excellent

Magdalena

Stayed 4 nights in Mar 2024
Response from GUEST RELATION MANAGER on May 8, 2024
Dear Magdalena, Thank you for staying with us and for your gracious rating. On behalf of all of us at PUERTO NUEVO BAJA HOTEL Y VILLAS, we would like to invite you for another outstanding visit anytime soon.

10/10 Excellent

cecilia

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property is very safe and parking is easy and safe! Hotel is walking diatance to lots of restaurants
Stayed 2 nights in Apr 2024
Response from Customer relation manager A.C on Apr 13, 2024
Dear Cecilia, I am very happy to read that you’ve enjoyed your stay at Puerto Nuevo Baja, Hotel y Villas. We are proud to know that our staff, service, and location made your stay a very pleasant experience. Thank you for taking the time to share your valuable comments. We hope to see you very soon!

2/10 Terrible

Fernando

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The indoor pool was too dirty and too strong chlorine. The hotel is too expensive and they don’t provide a towel for the pool you have to pay for it.
Stayed 2 nights in Apr 2024
Response from Customer relation manager A.C on Apr 13, 2024
Dear Fernando, We would like to apologize for the inconvenience with your room, we are looking into this issue and hope to resolve it promptly and accurately to prevent it from happening again, We sincerely hope that you would still consider staying with us in the future and give us a chance to deliver a more enjoyable experience. Again, Thank you for your feedback!

6/10 Okay

Juan

Travelled with family
Disliked: Property conditions & facilities
The property requires immediate attention to fundamental maintenance issues. The shower doors are currently inoperable, and several power outlets are malfunctioning. Additionally, the bathroom door necessitates excessive force to close properly.
Stayed 1 night in Apr 2024
Response from Customer relation manager A.C on Apr 13, 2024
Dear Juan, Thank you for your honest opinion, and for taking the time to show us the details of your stay at Puerto Nuevo Baja Hotel y Villas. We would like to apologize for the inconvenience with your room, we are looking into this issue and hope to resolve it promptly and accurately to prevent it from happening again. On the other hand, we appreciate your comments and suggestions, as they help us detect where we can refine our offer so we can continue improving.

10/10 Excellent

Araceli

Liked: Cleanliness, staff & service
Property is very beautiful rooms are ok the only thing I didn’t like was the indoor pool was way too crowded and there is no one watching I seen a lot of people doing stuff they weren’t suppose too but there was no security onsite
Stayed 1 night in Apr 2024
Response from Customer relation manager A.C on Apr 13, 2024
Dear Araceli, Thank you for contacting us! We are sorry for the inconvenience you had during your stay. working on all those details and remodeling areas of our hotel so we can provide a better service for our guests.

8/10 Good

Richard, Claremont

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
The rooms could use a bit of an update. The parking lot needs repaving in some areas as well. The staff is very polite and the buffet was grear for the price. Its very close to Puerto Nuevo (walking distance) and feels very safe.
Stayed 1 night in Apr 2024
Response from Customer relation manager A.C on Apr 13, 2024
Dear Richard, Thank you for your comments and for choosing Puerto Nuevo Baja Hotel y Villas. Your suggestions help us grow and improve in order to provide you with the best service. We're currently working on the upgrade of some of our rooms and amenities, Thank you for taking the time to share your valuable comments. We hope to see you very soon!

8/10 Good

Imelda

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
I liked the hotel very nicely kept up and clean rooms and surrounding area. We were a group of 6 and stayed two night's in a Villa room with ocean front and patio. I highly recommended the only downside is customer service at several different little things that happend, the main one is bring your own towels! we had to asked twice for them and when finally got them on 2nd day they were all old and ripped with black stains. This did not look apealing in this upscale hotel for such a high priced we paid.
Stayed 2 nights in Apr 2024
Response from GUEST RELATION MANAGER on Apr 8, 2024
Dear Imelda,Thank you for sharing your experience with us. We're glad to hear that you appreciated the cleanliness and upkeep of our hotel, as well as the beautiful oceanfront villa room you stayed in. However, we're truly sorry to learn about the issues you encountered with our customer service, especially regarding the towels.Providing exceptional service and amenities is very important to us, and we apologize for falling short of your expectations in this regard. Rest assured, we take your feedback seriously and will address these concerns with our team to ensure that similar incidents do not occur in the future.We appreciate your recommendation and hope to have the opportunity to welcome you back for a more satisfying experience in the future. If there's anything else we can do to assist you, please don't hesitate to reach out to us directly.