"My partner and myself were at this resort for about a week last month and had one of the best times we've ever had in mexico, while at first the resort seemed a little outdated, we were quickly proven wrong. Everything was wonderful, the resort was so clean and every resteraunt was impeccable. The staff ensured our room was cleaned so well everyday, even our plunge pool on the patio was cleaned daily. The staff were always very friendly and super helpful. A certain staff member, Trinidad, went above and beyond to make our trip extremely memorable. We would definitely stay here again."

"Special shout out to Alec Foster, the general manager of the restaurant, who made our meal experience extra special. I will be back… for sure… and am excited at the renovations to be made."

"Look, when something is great, like the El Encanto, nobody wants it to change, especially not us after 6 visits we dont want a mustache on our Mona Lisa . But you know what things can change and actually be as good or better . The view hasnt changed , the bar and rooms are world class and staff are still amazing . So whats changed ,there seems to be more employees so you seldom wait for anything . When you order breakfast from roomservice it comes at 9 to the moment .The Menu has changed but Caviar is stll availible and the pasta , burger and salads with protein are better than ever ,the deserts havent changed you can still get key lime pie and Goleta Lemon even amazing coffee drinks . So yea the El Encanto changed but dont panic under Thomas and the new people it might actually be better ."

"This hotel is truly excellent. I’m leaving today after four nights without a single complaint. The experience was outstanding from the moment I made the reservation. Jessica was incredibly helpful, ensuring our three rooms were side by side and that every request was perfectly arranged—crib, rollaway bed, and even accommodations for our daughter’s dog, complete with a bed and bowls. The rooms are beautiful and spacious. Housekeeping is exceptional—almost invisible—tidying up while you’re at breakfast and returning later for a thoughtful turndown service. The pool offers stunning views, with attentive staff anticipating every need, from sunscreen to food, drinks, and fresh towels. The gardens are immaculate and fragrant—I only wish I could take the scent of jasmine home with me."

"I’ve stayed at this place multiple times when it was the Belmond and loved it. I would give the valet staff 5 stars as they are fantastic- but overall disappointing weekend. Also 2-3 front desk staff great / other than that - service and front desk really need help. Have one more night and frankly if it wasn’t my bday weekend and I had two rooms I paid for I would leave. There are 2 or so front desk staff who are borderline rude. Before the trip I emailed and called multiple times to ensure my 82 year old father and I would have rooms next to each other and without stairs. 2 days before after still not getting confirmation, the woman I spoke with was unprofessional and kept telling me about all their phone issues and how she had no idea was I was talking about and seemed to have no idea what the Fine Hotels and Resort Program was . I was then hung up on 4 times. This same hanging up/disconnection experience occurred almost every time I called from my room after arrival too - over 15 times I was hung up on in a 24 hour period. Then calling back - waiting on hold for 10 minutes - then hung up on again. So unacceptable. Never experienced that ever at a 5 star resort. When we finally got to the rooms - I had to again explain that I had the Terrace room despite calling and explaining in multiple emails who had what room. Also - there was then a large amount of stairs up to my room - which prevented my dad from coming up often due to the difficulties of climbing the stairs (exactly what I spent 3 months and multiple emails trying to avoid). The first night it took 45 minutes to get a bucket of ice - and only after calling 3 times - I even offered to just go pick it up myself after no one came. The amazing valet team finally brought the ice after hearing no one bring it on the radio. FYI - no guest can get ice themselves. Again - props to the valet team. Same issue occurred the next day too with the ice. The Terrace chairs, table and floor in the room were filthy on check in. While they cleaned it after calling them - I shouldn’t have to at this level of resort on first arriving. My air conditioning wouldn’t work on the first morning and my toilet never flushed properly (and would randomly flush at night waking me up). We also had multiple service issues - and despite multiple attempts at filing out their forms prior to arrival on preferred service times, speaking with them after this wasn’t honored, then literally coming from the front desk who assured service would come after 12 - only to get back from that conversation and have them knocking at my door at 10:30AM- 30 minutes later). I gave up. Today my bathroom sink stopped draining - video tapped it as I felt like the hotel thinks I’m making all these issues up - and after yet another failed turn down service time - I gave up trying to get yet another thing fixed. All this happened on my birthday which made it sting more. We went to lunch at Rosewood and the service there was night and day. The restaurant - food was great - but bizarre experience there too (felt like I was being punk’d - kept waiting for some hidden camera). All and all don’t think I will be back or recommend this place which is sad after having been so many times and loved it. Can’t justify the cost at this level of service - rather go to Rosewood or Four Seasons when its reopens."