Monuments Beach Tours and Activities

Good for the price. Not perfect, but friendly and relaxing

My family and I stayed at Hacienda Encantada again this summer after experiencing amazing service and a beautiful resort two years ago. However, this time there was a noticeable decline in service quality and management. When we arrived to check in, we expected some sort of upgrade for being Expedia Gold members, just as we received two years ago. Despite our status, we were only given a room one floor higher and were told that was our upgrade. However, the rest of our family, who are not Gold members, were placed on the same floor as us. So what exactly was the upgrade? As the days went by, we noticed the lack of staff around the resort. During our previous stay, bellboys were always driving around in carts, ready to transport guests. That wasn't the case this time. Instead, we constantly had to call the bellboy line, which was difficult because of the poor phone quality, and then wait over 10 minutes for transportation. One memorable example occurred when we were waiting for a cart to take us to a dinner reservation. We waited over 20 minutes and eventually had to walk. Along the way, we saw five vacant carts parked in the lobby area with no one available to operate them. Concierge was no help during these situations. I do not think I will be returning to this resort, as I expected the same quality service we received two years ago. To end on a positive note, this resort is very beautiful, the views are amazing, and the food quality was great.

Great service