This was our second stay at this resort. The first trip was a year ago and the entire experience was nearly perfect. For me, a 5 star rating means everything is exactly as it should be with some room for things that may be less then perfect due to extenuating circumstances. This year, however, things fell short in a few places. Some within the resorts control, some outside of their control but worth noting.
Before delving into why I am downgrading my rating from a 5-star experience to a 4-star experience, I would be doing a disservice without first calling out the absolute 5-star experience of customer service at this resort. Like last year, most of the staff members we interacted with went above-and-beyond to ensure we had a great experience. That is something that we find to be harder and harder to find each year whether we are staying at a top-level luxury resort or simply visiting some local establishments , even within our own home town. People like Eric, the Quality Manager at the resort, and Eugenio, the pool service attendant, went out of their way to ensure we had a great experience each and every day. They both went out of their way to ensure things were going well.
Another plus - the new Spa is now open and is a great addition to the resort. The water spa is wonderful and the massage services are truly top level. Daniella and Jessica were great massage therapists and attendants for our experience there. The prices are higher than some resorts, but they are aligned with most other luxury resorts we’ve visited over the past year. Thankfully the experience is at a high level and matches the pricing.
The things that did not hit the mark for me this year were not terrible, but there were enough of them to knock this down from a 5-star “perfect” experience to a 4-star “great” experience. First was the pricing, which was nearly a full 50% higher than a year ago. I get it, inflation and all, but if the prices are up 50% the experiences should be improved , or at the very least the same, as last year. What was missed this year?
The food experience was not as good as last year. Most dishes were carried over from the past chef, but some have changed. Nothing was particularly bad nor lesser quality than last year, but it was more the overall experience. The small added details are now gone, likely in an effort to reduce costs and boost profits along with the higher prices. For example - gone was the starter dish of special yuca chips and salsas including an incredible poblano sauce my wife and I loved last year. This was served at every table at their outdoor dining grill during lunch. The presentation was done to represent the sea grass or coral of the ocean nearby. No more welcome dish. The menu for the lunch grill was pretty much the same, but the quality of the meal was missing a few key points - fries were almost always cold (or “room temperature”) and the grilled corn was always cold. Last year they were both served hot and fresh. Overall not a big deal, but it is the small things that make it 5-stars. They don’t serve cold fries at a 5-star lunch. Again, not enough to rate an entire resort just based on cold fries, but it is a specific example of “the small things” that are missed. That said - when Eric found out we really missed their epic poblano sauce, he went out of his way to find the recipe from the chef that worked there the year prior and had a special order made for us the next day. Epic service, as I said earlier.
Room service - the one day we had some food at our room and left the dishes outside, they remained for 2 days. The cleaning crew put the dishes outside our room. A day later they moved to the railing on the way to our room. The next day the wildlife had a treat and smashed the dishes 2 stories below. After notifying staff, the third day most , not all, of the broken dishes were cleaned up. This does not happen at a 5-star resort.
Another small cost-cutting measure - the turn down service is now gone. As are the nightly treats, custom chocolates or other small desserts that would be waiting for you on your return to the room at night. Last year that happened every night along with a small card telling you what the dessert represented in the local culture. This year, another couple dollars saved. Not a big deal, but this was one of those “little things” that made this place special at our last visit. A little “extra” that went above experiences at other resorts.
The biggest thing that I thought warranted attention - the complete lack of use of the beach. Not the resorts fault that the sargassum was absolutely out-of-control this year , you can thank global warming and changing currents for that, but the fact they don’t mention it AT ALL on their website or when people book I feel is a bit dishonest. The website photos show a pristine beach. This year it makes the beach unusable. The stench is awful most days and the depth of the sargassum on shore and in the water makes the water 100% inaccessible. That means you are going to be 100% relegated to pool use only until the fall. If you are advertising as a beach resort and the beach is unusable, I feel you really need to let customers know. We live near the beach so this was not a huge deal for us, but it did stop us from using our beachfront balcony on more than one occasion.
They’ve also eliminated their welcome party, which the prior chef organized as a special event on Friday evenings. The custom cocktails and top-notch 5-start appetizers was a great experience last year. Also gone, the daily classes like ceviche making, tequila tasting, wine tasting, and others. They kept some of the paid experiences but the fee for the first 12 guests signs ups are gone.
Overall it was still a great experience, but the notable price increase alongside multiple cost-cutting measures has knocked this down to a 4-star experience for me. Hopefully this change to the Royalton brand, a brand I always considered “high end but not 5-star luxury level like a Ritz Carlton, Four Seasons, or St. Regis” does not mean La Bonita is forever going to be a 4-star resort. Last year was magical and a special place. They have the staff making the effort and if they can get the details right this could be a 5-star resort again, with or without the Royalton name attached.
