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 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 2 out of 5 by CET14 Would Stay Elsewhere
This hotel looked great, but lacked in several other areas. The food wasn't very good and the internet worked only in the room and infrequently. Our reservation was for a king bed, but we got a room w/ 2 queen beds which was more crowded than a room w/ one bed would have been. There are very few outlets in the room and none by the beds or nightstand. We asked for a 4am wake up call on our departure day just in case, but no one ever called. We also cancelled our last night there 72 hours in advance, but were still charged. We would definitely find a different hotel to stay at if we're ever back in Cabo. They're lacking some modern day features and their refusal to help us with our shortened stay left a bad taste.
July 28, 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
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 2 out of 5 by BKS1 Beautiful Property but not up to SPG service standards
Stayed 5 days in a beautiful 3 bedroom suite (upgraded from regular suite as hotel renovations happening). Property is amazing but service is definitely not up to standards.
August 14, 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 5 out of 5 by jennmark Highly Recommend This Property
The property is absolutely gorgeous, from the pools, the ocean views, outdoor dining, and spa. Also the location is perfect, the food is outstanding, but what really makes the hotel so very special is the helpful, professional and courteous people that work there. We felt truly taken care of, from the minute we arrived until we left.
August 13, 2014