But at the start of the year, what should have been an amazing experience at The ViceRoy, Los Cabos, was a nightmare – and I don’t want anyone to have to experience what we did.
We booked through Secret Escapes, and knowing pictures and information are not always accurate, I made sure to call Secret Escapes and also make contact with the hotel before confirming my booking. I was assured by both Secret Escapes and the hotel, that what I wanted would be accommodated and to go ahead and book. On confirming my booking - Ocean front view with two beds - I called immediately to alert them to my booking and reconfirm everything – this however was the start of the problems.
Firstly, the hotel refused to honour my request before booking unless I paid more per night, then they didn’t have the room, then only a partial ocean. The story changed every conversation. I then left it with Secret Escapes as it was booked through their website. I immediately asked for a full refund as both Secret Escapes and the hotel changed their position from what it was before they took my money. A refund was refused, but they then promised what I booked both over the phone and in writing. We were sold something by this holiday discount company that they were not allocated and after they take your money then their position and tone changed.
On arrival to the hotel, we were not given the room we were promised. The hotel was not interested in viewing any type of confirmation I had printed out. This was the first introduction to the lack of professionalism the front desk staff had.
This is a summary of the issues we encountered during our stay:
This hotel charged my credit card WITHOUT authorisation multiple times and different amounts during my stay even when I didn’t use any hotel services, so they had no reason to be charging it. I only found out once I returned home when my credit card company called me to alert me to the charges. I flagged it immediately with the hotel and they admitted to charging my card without authorisation but refused to tell me why. Without an explanation from the hotel, my credit company voided all charges and issued me a new card. To this day I am STILL waiting for a response from a “manager” to explain it to me.
This is NOT Los Cabo, but is instead an hour or so drive away.
It is NOT a family hotel - unless you count a dark basement play area as child’s playground. If you are a young adult looking for a lively hotel, avoid.
Hardly get cleaned. The do not disturb signs were disregarded and maids entered anyway. The rooms lacked the basics, such as kettles. The rooms also have no noise insulation and smoke from the rooftop restaurant gets in the rooms too.
Aside from Luis (who was one of the porters), the rest of the staff we encountered were rude and unhelpful, and are in desperate need of retraining.
I did not book all inclusive and was happy about that as their room service, restaurant and beach menus were incredibly disappointing and poor quality. When we did order food, it arrived late and cold. We ordered food with no bacon, it came an hour later and with bacon. On flagging it, he offered to remove it, ignoring that it has touched everything, plus the food was burnt and very cold. He then went back to his desk, removed the bacon from another order and gave us that burger instead, which is unacceptable.
In summary, despite having vacationed in Mexico many times over the years, this is the worst service we have ever received in a hotel in Mexico.
The poor service and misinformation provided by Secret Escapes and the hotel’s reservations team spoiled our vacation and I am here to save another person from having the same horrendous experience we did.
Travel operator: Secret Escapes
Hotel tip: Do not stay here, and if you do - keep a close eye on your card statements afterwards.
Ask a Question
Got a question? Ask our community of over 1.5 million users.