Rated 1 out of 5 by RebeccaRB There are some serious staffing issues here.
I was in a group of 6 people (3 couples /3 rooms) that decided to stay here after an extensive research for the best deal and location. I travel frequently for work and one of my colleagues just returned from your resort. We called the central reservations line and made a reservation for the "3rd night free, $150 per day food and beverage credit". We asked the friendly reservations guy many questions about the "$150 per DAY food and beverage credit". Even the Sheraton employee commented that it was a fantastic deal. One of the couples was being treated by me and my husband because they are about to get married and are low on money right now.
We called three times to the central reservations line before we arrived inquiring about our reservation and upgrading our room to an ocean front room, etc. We were told plain and clearly that there was a $150 per day food and beverage credit. We inquired about it when we checked in. We used the credit each day.
Upon checkout, we were told that it was $150 PER STAY. I asked to speak to the General Manager and someone came out and introduced themselves as a/the "manager". A few minutes later, I was told by this person that "the General Manager said....". We said "wait, you are not the General Manager?!!!" Then the "manager" told us that the General Manager would not meet with us. We then had to leave the hotel so we did not miss our flight. The local staff would do nothing for us. All the front desk lady could do was stand there and wait on hold with central reservations.
This place was beautiful, the food was great, but it was NOT what we were promised by Sheraton. I will be writing a very detailed review on TripAdvisor, as I review everything.
I have never seen such an un-pragmatic staff in my life. We were with a fluent Spanish speaker, so they cannot pretend that there was a language barrier. The couple that was being "treated" was so embarrassed. It was an absolutely horrible way to end a vacation. I refused to sign my credit card receipt and I have filed a complaint with Sheraton. Specifically, I want the recorded conversation pulled when I made the initial reservation. Then, they will clearly hear the mistake.
July 16, 2014
Rated 3 out of 5 by PTOtraveler Slow service
Sheraton needs to check out how their name is being represented in Los cabos.
July 19, 2014
Rated 2 out of 5 by Whynickname Good hotel, poor service
Delivery of water takes more than an hour. No recognition of gold member in terms of the rom location and quality.
July 8, 2014
Rated 5 out of 5 by lovemythree Family Fun
This hotel was awesome, very family friendly. The staff was very attentive. We will definitely stay here again.
July 25, 2014
Rated 4 out of 5 by Kaathy Food/Beverage need to stay open later
Property is beautiful, staff is very attentive, beds very firm. Food was good, not spectacular. Puzzling thing is that all pool bars close at 5:30, there were always many, many people poolside and you're rolling up the sidewalks! Literally NOTHING to do at night! Beautiful beach but shore break so no swimming.
July 21, 2014
Rated 5 out of 5 by YvesMM OMG!
This hotel is absolutely stunning. Panoramic views of the ocean, awesome pools, restaurants that could be featured on the food network and a responsive staff. We had to wait nearly eight hours for a room (not a typo). I had requested an early check in but my assigned room was occupied by a another platinum guest who had a four pm check out. Could not get into the room til after 6 pm. Alerted hotel to special occasion but nothing done extra for me...nothing! In spite of all that, still rate this hotel with the highest possible rating. My special event does not necessarily transfer to something special for another so cannot penalize them though a nominal gesture would have been appreciated. The grounds are beautiful, clean and provide wonderful views. Staff constantly cleaning and accommodating. Read the reviews prior and simply disagree with any poor review. Yes, the food is very expensive on site but it was also delicious. We frequented all the restaurants and they were all great! If you want to eat downtown, find Angel but you will not find better food. He will provide ample choices that are good and lower priced. Area is secluded but a short shuttle ($10 rt) or taxi ($20 each way) to the night life. Seems like everyone in Cabo is trying to sell a timeshare and unfortunately, the hotel has dedicated agents. Tell the agents you don't have a credit card and this will free you to enjoy your vacation without wasting valuable time plus you will not be bothered thereafter. The hotel gym like a condensed Lifetime Fitness. It was very clean, good temperature, water, and even ample free weights. The spa is over the top expensive which may explain why it seemed empty the entire time. If you go, be prepared to open your wallet. Stayed at Starwood properties all over the world and rate this in my top five. I will definitely return.
July 10, 2014
Rated 5 out of 5 by Chrissy911 Resort is Beautiful
The Resort was beautiful, it is very well maintained, The service was Awesome!! The food & drink is a little pricy, and if you want to go to shop you have to have a car rental or take a taxi, but overall we loved staying here. I was so hard to leave.
July 21, 2014
Rated 5 out of 5 by Chris05 Great resort, great week
The Sheraton Hacienda is a great resort! We stayed for 7 nights in early June. The staff were very nice, and all three concierges were amazing. They helped us plan all of our activities (dune buggies and snorkeling in Cabo Pulmo recommended) and line up a series of outstanding dinners (Flora Farms and Casiano's). The food on site is good, but the prices are very high. Much higher then surrounding area. The shining star is Girasoles de la Hacienda. There all you can eat breakfast is reasonably priced ($15) and includes unlimited ordering from the menu - food is excellent. Pitihayas was also good.
We found the beach very swimmable, and the large waves made it fun. Little kids would have problems.
The grounds and location are perfect. Would recommend!
June 16, 2013