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We are from Canada, we pay a greater amount for all travel than many other countries, maybe we are setting our standards too high. We believe the staff are doing the best they can with what they have to work with. We understand tourism in this area is down up to 40% and the funds aren’t available for overall property maintenance but basics and standards can still be met. Our experience at this hotel has been extremely disappointing. The level of cleanliness, maintenance, hygiene, and service is simply unacceptable. The pools, and hot tubs are slimy, green and you cannot see to the bottom. They did not clean the main pool until we made comments. The mold/musty odor in our room is extremely strong, particularly at night. It is so bad that we had difficulty sleeping and woke up with a sore throat. This has seriously affected our comfort and enjoyment of our stay. One of the chairs in the dining area of our room has visible mold. The dining area is also poorly maintained. The chairs appear to have mold, and the curtains are dirty and in poor condition. Even more concerning, one morning at the breakfast buffet, we found visible mold on the sliced bread. Food with visible mold should never be available for guests to consume. The staff removed the two slices but not the entire loaf of slices. There is also a water leak directly outside of our room. The floor becomes extremely slippery, creating an obvious safety hazard. Instead of properly repairing the leak, the hotel has simpl

You get a beautiful view from almost all locations. The staff were super friendly and accommodating. I didn't eat at all of the restaurants but the pizza at Il Forno was good. As were the drinks! I would have liked to see a few Mexican options on the menu, but, I could have ventured around the property to a different restaurant if it was really an issue. It was low season, but they seemed fully staffed and everything was open. The only comment I have is that I waited over an hour for help with my luggage on check out, despite making several calls. I had given myself plenty of time for the airport, but that could have been an issue for someone on a tighter schedule.

La hacienda Encantada was absolutely amazing, the entire staff was so incredible. The hospitality here is perfect for a worry free and relaxing vacation. The views, the food the service made us feel part of the family! Antonio, Aldo, Feliciano, Javier, Ingrid just to name some and there are soooo many more I’m so grateful to you all for having our stay so pleasant. We very much look forward to returning! Thank you again for the amazing memory here!!!

The property was beautiful and the staff was friendly. Quiet and relaxing.

The stay was nice. Property is slightly outdated but not too bad and kept up well. Food choices were limited and food was okay. I liked that this resort was a little smaller and you didn't have to wait for a golf cart to take you everywhere like some of the sister resorts. Activities were also somewhat limited but good enough. It would be nice if there was some nightly entertainment but this was lacking.