Hacienda Encantada Resort & Residences

This property was an Suprise. I have underestimate the size and quality of this place. The only thing I would comment there were not enough umbrellas by the pools for everyone. Pool service personals had not the I am happy to work here attitude. Occasionally it felt like we bother them to get us drinks. I did not like staff of 4 employees ( apparently inspection ) were dinning in hotel guests area by the pool...does not appear to me professional. The driveway to resort is not as glamorous as other resorts do have. Otherwise we loved this resort. Spotless, groomed to perfection, the best resort I have seen so far in Mexico to accommodate children to play fun and safe in pool areas.

The property is clean , pretty and very large. The rooms were nice as well. The check in was average not enough carts for the luggage. Check in was not great I had to ask for my upgrade if available. There was a hole in the ceiling dripping water that needed repair. The property is so large that unless you are good on your feet you must call a cart to take you. Our family can’t do all the walking with hills and such. But if you want your exercise it’s a beautiful property to walk. The restaurant the first night took almost three hours and we were charged for food we didn’t but including 9 sprites!!!!! It was insane bad experience. Our appetizers came with the dinner and the food was not great. Very pricey resort food prices!!! Room service came to my room late at night that I didn’t order and I front desk called twice until midnight again asking if we ordered food but we did not. I went to the front desk to explain my frustration to the manager and he said I am manager of front desk and property the food is managed by someone else but I will let him know. Had me write it down on paper and I showed him my insane receipt. Said he would get back to me. Never heard from him! The guys running the carts and very nice and kind so be sure too them. No Uber on property you can take shuttle for $7 one way. We had our family so it was about $30 a pop out of the resort and back was about $20 for 6 people. Mmm wouldn't go back…

If you go all inclusive, be prepared for the extra rules and hidden charges. Embarrassing moments with my family

We renewed our vows at this resort and it was perfect! We had the ceremony on the beach and reception at the Las Marias Terrace and everything was amazing (except the hot sun during our ceremony, but its OK). We had a group of 50 people (mix of adults and children) so it was hard to dine together, but the resort did it's best to accommodate us when it could. We really enjoyed the free upgrade to the Vista Villas, thanks to the awesome hotel manager, Mauricio :) We stayed at the Encanto Suites in 11/2019 and it was great with the spacious suite, kitchenette, little pool on the balcony and the ocean view. Needless to say, we fell in love and definitely wanted to bring our family back. I also wanted to thank our Vista butler Omar, who was awesome in taking care of us with anything during our stay. He made sure our rooms were cleaned and stocked with beers and waters everyday! And my wonderful vow renewal event planner, Daniela. She was so sweet and detailed in helping me plan for the vow renewal, everyone in my party had a blast and said it was perfectly unforgettable! But just to be honest, some things you might have to expect when coming here is the service at the swim up bars are slow. Seems like the staff only come over to help you when you give a lot of tips. Also, make sure to make reservations if you plan to eat at the Marina resort area. We went there one day & no one seemed to know when the restaurant would open. They said 11, then 1130, then 12- wasted time :(

Our family had the most amazing time at this resort. Our residence was incredible. Paul our butler made the entire trip absolutely unforgettable. He made great recommendations and handled booking our excursions. He helped with everything we could have possibly needed. There are several pools to enjoy. The beach chairs aren't available to under 18 which was a bummer since we had 2 12 year olds with us, but an adult area is probably appreciated by many so we understood. Room service is not included in the all inclusive but we were able to order food to go from a nearby restaurant so not a big deal. We enjoyed all the meals that we had. We can't say enough good things. It was perfect for our family. It was a great mix between family and adult activities. Paul really went above and beyond to make our trip special. We can't thank him enough.

On arrival at valet no one helped with our luggage. We were offered margarita but then they said it was not available and gave us beer instead. Service and food experience at Mestizo was horrible. Very understaffed, did not offer a wine menu, ordered cowboy steak $3000 pesos to share thinking for that price it will be big but it was a tiny and very thin piece of meat only 1cm thick. That is a complete ripoff. The bread was stale/hard. The tuna appetizer only came with three wonton crisps. Management really needs to look at the experience there. Went to the children's pool area and in the morning it had lots of water and the sprinklers were working well. in the afternoon there was much less water and spinklers were only half working. The turtle enclosure had no water for the animals and it was very hot weather- this is torture for them and completely irresponsible of the gardeners taking care of them. We reported it to the kids camp associate and nobody did anything. My husband ordered a mezcalita from the pool waiter at La Palapa bar and was told they don't have Mezcal. I looked at the bar later and they had 3 different kinds. The hotel suite was beautiful but overly accessorized and the kitchen sink had an old/used sponge and very low quality soap already opened and used. I recommend to provide each new guest with a sanitary sponge and bottle of liquid soap that can be refilled. Coffee and bottled water in room was not complimentary. Luis Bell Captain great!

Great views all around! We enjoyed the infinity pools. However, the restaurants on the property aren't very good. Long wait times even for drinks. Pros great atmosphere, amazing views, awesome pools. Cons wait staff in the restaurants don't wait on you. Food sucks. the charge you $250 accidental charge (they you may or may not get back) another fee is $5 a day cleaning charge. Jacuzzi was cold sometimes, there were stains on my bedspread and also ants. I'm glad we didn't do all inclusive pkg. Poor service at bars and certain restaurants at the resort. However, you can not beat the views and the quietness and the sunrises and sunsets and pools/activities they have there for families.