Good: As SPG guests we were upgraded to a suite with living room, however, they didnt give us an ocean view room despite the fact they were only 2% occupancy due to flu scare (that was cheap of them). The hotels inside lobby and Aioli restaurant service staff was excellent. Violete in the lounge, Aracella front desk, and Antonio manager were the best. Also, as SPG members we usually get breakfast and evening snacks and drinks in the club lounge, however due to low occupancy hotel gave us breakfast (cold food only) in the restaurant and allowed us to order anything we like 5-7pm from the basic lobby lounge menu which was an awesome deal. We tipped them always based on what our actual bills would have been. BAD: the beach is really small and has big waves so you will end up tanning and being in the pool mostly. Despite reports we had no problems with the sun being blocked by nearby hotel contruction next door. The bed was very firm and the pillows were hard, overall sleeping experience was poor but since we came home each night tired we just slept like babies. The wireless internet never worked although we called for service and they said it was fixed. Worst: Maid service was not consistent, some days they refilled everything other days they didnt do anything but make the bed and empty garbage. The towel guy in the cabana who always has shades on and is really dark skinned was very rude, never says hi, and always tried to hustle us on renting motorized sports. Everyday we saw him when getting towels and everyday he kept asking and after we said no over and over, each day he was crap faced over and over..never a hi or bye. The hotel security is very poor-one day around noon we came back to the hotel and as we approached the elevator a girl stood facing it as if she was waiting for the elevator. As we got in, I pressed for our top floor and sensed something fishy because she didnt press for any floors. I cautioned my spouse that she may be checking us out. And exactly as feared though she was in front of the door she waited till we left the elevator first and we intentionally went left to a wrong room and she noticed us noticing and pretended to go to her room towards the right but she kept turning back to see which room we went to. You can imagine all the possible scenarios here what could happen at that time or later when she tells her comrades which room we were in. I immediately called security and no one showed up or followed up on my report. I went to the front desk and asked to switch rooms and floors I also told them I can ID the girl on the hotel camera and they never took up my offer or even called the police to investigate.
Overall the hotel service was excellent, hotel was good for the rate we got it for $115nite due to Flu scare. But if we paid $150+ for it we would be quite disappointed as it is not worth the value for all the negatives above. In addition for a cheap place like Mexico and being in their worst tourist season for years we have stayed at Sheratons in the US for $150 and they are so much better, safer, and more comfortable.
