We just returned from our stay, and while there are things this resort gets right, especially the food and the wonderful staff, the overall experience didn’t come close to the luxury impression the resort advertises and appears to be hit or miss.
Biggest issues:
Scorpion found in our room - On our last evening, while packing, we found a scorpion in the middle of our room. Not near a door/corner, but in the center scurrying across (near the desk and bathroom door/curtain). As far as we can tell, this resort turns off all the lights and doesn’t have any night staff each evening, so the capture and release (which we did outside very far from the main lobby) was our problem to manage. As we walked the scorpion on the 10 minute trek from building 3 to the main lobby and down the drive around 11:30pm EST on Friday evening, we did not encounter a single employee. This was unsettling and not enjoyable.
Constant construction & repairs -
There was ongoing construction and repairs throughout the property during our stay. Drilling, hammering, and maintenance noise became part of the daily backdrop at the pool and in the hallways, which really undermines any sense of relaxation. None of this was communicated in advance or on arrival.
Zero sound insulation / no chance at sleep - The biggest disappointment was the complete lack of sound insulation. We specifically chose an adults only non-party resort yet the nightclub is open until 3am and every night our neighbors came back at 2am loudly talking, yelling, slamming doors, and arguing until 4am. We heard every conversation, every fight, every laugh when they made up. Noise complaints went ignored each night on the app concierge and calls to the desk just rang (because again there’s no night staff to be found). It’s impossible to relax when the walls are paper thin.
Los Abrazos - We went to Los Abrazos because so many travelers and the staff raved about it. We got a literal rave. We were seated during a full wedding reception happening directly beside and bleeding into the restaurant. The music was at nightclub volume with strobe lights. We couldn’t hear each other at the table. Wedding guests wandered drunkenly through the restaurant like it was part of the dance floor. The night ended with the wedding party chanting an explicit phrase (“suck his d**k”) during Mr. Brightside loud enough for the entire restaurant to hear. It was wildly inappropriate for everyone involved, for the couple whose wedding felt like it was being watched through a fishbowl, and for paying resort guests who got blindsided by a steakhouse-turned-club environment. There was no warning, no alternative seating, and no sound barrier. For a restaurant marketed as a highlight of the property, serving dinner in nightclub conditions was shocking. There needed to be, at a minimum, a notice on the app when dinner was being booked regarding the conditions for that evening, so everyone had an opportunity to make a decision on whether or not they wanted to sit through that.
To be fair, the food throughout the resort was genuinely excellent and the staff was consistently kind, warm, and attentive, they were the best part of the resort. The property itself looks beautiful and is kept clean. However, I felt this resort delivers “perceived luxury” more than actual luxury. There were too many issues that directly impacted comfort, rest, and the ability to enjoy the experience we paid for.
