Hello, The last night of our stay at Auberge Esperanza, the room with all of our belongings was broken into. The top part of this review deals with that, the bottom is the rest of our intended review. When we noticed that our security and privacy had been violated we immediately called hotel security, unfortunately, no one picked up. In fact, no one answered any of the numbers on the room phone at 6am. Not the front desk, concierge, room service, nor the emergency line. There is no excuse for the emergency line to not be picked up. It is there for guest safety and is an important lifeline in a security or medical emergency. We asked to speak to the GM of the property, Marc. Instead, we were introduced to Vinod, who took on the role of Resort Manager only about a month ago. Only after we asked why we did not see the GM as requested, were we told that Marc does not work at the property on Saturday and Sunday. However, there are few issues more severe and demanding of top management attention than a forced entry into a guest's room. Especially, when the upset guests on the receiving end specifically ask to speak with the General Manager. Regardless, Vinod came and spoke to us. He originally offered waiving the previous day's activity and any food for our final day (this activity he offered to waive was an unmitigated disaster, please read the section on it as to why. We should not have been charged for it, regardless). We let him know how upset and frightened we were over this, and he told us he would meet up with us later after brainstorming with his team how they could make this right. This never happened. In fact, we passed him on our way to the lobby to leave and he just waved “hi” and moved on. Not exactly an interaction that makes you feel management is taking a breach of your safety with the utmost seriousness. To make our feelings that management was brushing this off more concrete, Vinod offered to comp any food for the day as the least they could do. He even had the Food and Beverage manager meet us at Cocina Del Mar to discuss the food. While they did comp lunch, they ended up charging us $94.95 for the pool service later that same day, after the F&B Mgr specifically had our loungers set up for us and was supposed to notify the staff not to charge. On Top of already feeling skittish about safety we then felt we had been lied to by hotel management. —————- Original planned review below: Not worth the cost. Especially compared to the other five diamond properties in Cabo. My husband and I have stayed in all but one of the five diamond resorts in Cabo, and this has been by far the worst of them. Disclosure: we stayed in the Deluxe Villa portion of the residences, room 2102. Prearrival: I will admit, I can be annoying before I go to a luxury property. I always take full advantage of the concierge pre-planning services. I like to make sure absolutely everything is preplanned. In general, the concierge service responded ok to all of my requests, however, I often had to email them two or three times to get answers to questions. We had asked if it would be possible to waive the $60/night (plus 20% service plus 16% tax) on their Peloton bike rental. It took quite a few emails asking “status update?” to get an answer. They did, however, agree to waive it, which was quite a nice surprise and made us anticipate great things to come. I’ll talk about the bike a bit later, but suffice it to say, do NOT rent the bike. Check in: Interestingly, this property does not really have much of a lobby. Instead, it’s a beautiful open area where they greet you on arrival. It serves as the bridge between the residences side and the pure hotel side. We arrived at the property at around 2:45 pm and our room was not yet available (check-in time is at 3pm). They escorted us to La Palapa restaurant and suggested that we should have lunch while waiting. Dievis, the assistant residence manager, let us know we would be retrieved directly from the restaurant once the room was ready. This did not happen. We had to head back to the lobby and wait 15 minutes for our butler to come and grab us after they paged him. Butler service: The butler service here was ok, but not spectacular. Our butler took us on a nice tour of the property when we checked in to show us around and where everything was located. When we got to the room, he gave us his card and set up a text message conversation for us to reach him. He responded to texts relatively quickly most of the time, and handled issues as best as he could. One of our biggest problems was that we were not provided an alternative butler on his day off. Instead it was dependent on him having to check his texts while not working. Our suggestion for the property on this is to switch to using something like WhatsApp with a group chat. This is what a One & Only property we went to utilized. It worked really well, as on the butlers day off, they could add the team member that would be covering them, then remove the team member when back at work. Room: This is one of the areas where it really starts to fall apart. The room is REALLY beat up. The sliding door to the balcony had chunks taken out of it on the bottom from repeated use. The door to go into the master didn’t seem to work well from the outside (fine from the inside). Overall it just had a very “beat-up and needed to be overhauled several years back” feel. The repairs over the years were obviously not particularly well done, as an example: the lamp on the bedside had the power knob broken off at one point. The hotel's solution to fix it? Shove a "wire nut" in its place (a penny cost piece of electrical equipment meant for joining power wires together). There were other areas this manifested, such as the bedside drawers sliding very poorly. The Peloton bike we rented? It was VERY unstable, my husband fell and hurt himself riding it because it wobbled and fell over the second any pressure was applied to the wheels. It looked like they were missing a foot on it, and the team member that brought it had not screwed down the adjustable legs at all. Regardless of that fact, it was in very beat up shape. Various parts were creaking and it looked like it had been repaired with glue on multiple occasions. So while I really appreciate them offering it complementary, we would have sent it back either way, as it was unusable. One other note on the bike: it was set up outside and we asked for it to be moved before we would use it (we don't like exercising in the hot sun). This never happened. When we asked for it to be picked up, we had to ask three times before it was removed. The beds were quite comfortable, however there was something off about the pillows such that we were never able to get a great night's sleep. I’m not sure exactly what it was, as it was a great quality bed and feather pillows. They just seemed to deflate terribly throughout the night leaving us to wake up with a sore neck a few times. Weirdly, while we had a great hot tub on our balcony, there were no loungers. Instead it was set up as a four person chair area and a very large dining table. It would really have been nice to have some loungers to relax up here. The SHOWER was by far the biggest issue with the room. We did not have a single consistent shower the entire stay. We mentioned this to the butler every day and it never got fixed. The problem to us appears to look like something is very broken with the valve system in the shower. Hot water alone mostly (but not always) seems to work, the second any cold is added it goes wonky and either becomes freezing or lava. If lucky we might get 30 seconds of usable shower time before it would randomly jump temperature. It got to the point I was dreading taking any shower. Put another way: there were several occasions where one of us was showering, had shampoo in our hair, and lost hot water for minutes on end. One time we even had to run to the shower in the other bedroom, as the main shower wouldn’t get hot water for a good five minutes. The entire week the only decent shower we got was the outdoor shower at the spa. On the last night we were offered a different room, 2301 to shower in and use as we saw fit. The balcony of this room was great: 16x6 ft long plunge pool, grass area, fireplace, loungers. The main issue with the balcony is pretty much ZERO privacy. As long as you are ok with that, it’s a great room choice. Unfortunately, it seemed to also have a shower problem! The first shower we took right after the beach was fine here. However, when we took a second shower that night after having dinner on the beach to get the OFF bug spray chemical cleaned, we had absolutely no hot water in it. We tried all three showers in the room. We offered to show the Resort Manager, Vinod, what we were referring to and how it was problematic, however, he refused. Two story Palapa: I’m splitting this into two areas: our first package and our second package: For the first package: This was the shining star of the property. We really enjoyed the $1500 “all day paradise” treatment ($2035.74 after mandatory gratuity and tax). The day began with a 60 minute Yoga/Meditation with a very good instructor. It put us in a very relaxed mood to start. This is followed immediately by breakfast where you are given the menu from Cocina Del Mar and offered anything your heart desires on it. Everything is cleaned up after breakfast and you have a few hours of pure, private(ish) relaxation until lunch. At lunch you are, again, given a menu from La Palapa and told to pick whatever you may want from it. The waiter came by about once per hour (significantly more than at the Terraza pool from our experience and about the same frequency as the La Palapa pool) In the afternoon, you are treated to a fantastic 45 minute massage, oceanfront. This is immediately followed with an hour-long cocktail making class/session. Dinner is a BBQ that they set up right next to the Cabana. It starts with mushroom Empanadas and is followed by a Caesar Salad. The main entree consists of shrimp, steak, Sea Bass, and lobster tail. The food was all fantastic for dinner. This is followed by a bonfire and dessert platter. While the material says it’s “s’mores roasting” it’s more of a dessert platter that happens to have marshmallows to roast. There were no graham crackers and therefore no s’mores. The platter itself was great though with churros, mousse, marshmallows, chocolate, ice cream, and fresh fruit. We really enjoyed sitting by the fire on the beach and relaxing after dessert. At some point there were fireworks that we watched from the beach which made for a memorable experience. Notes: ONLY sodas and water were included for beverage. We were charged $14 per lemonade and $25 per cocktail when we got our final bill. Nitpicks (these are really minor items): Due to the location of the Palapa and the bathrooms, it is a pain when ya gotta go up, because it’s quite a hike. That is overall very minor, however. You can see lots of zip ties where things are held together The swings should be about 1-2 feet higher off the palapa floor. The height they are at means you can’t really use them as your feet will keep hitting the boards. There are two palapas but with the way the day is structured we are not sure how well it would work if two groups were doing this at the same time. (The hammock is also hung between them) For the second package: This was an unmitigated disaster. We had decided to book the service again for our last full day since the first one was such a great experience. We wish we had not. The instructor for the yoga class was not there in the morning when we showed up. We texted our butler and didn’t hear back from him until about 4 and a half hours after the class was supposed to happen. We lucked out in that the waiter in the morning was observant: he spotted that something was wrong, asked us about it, and contacted the spa. A representative came over from the spa and let us know nothing was booked for that day. This meant we would get neither the class nor the massage. She informed us she could book it and would go do that and come back to us. She even moved our COVID test for us as well. The class happened at 11am, instead of 8am. Oddly it lasted 90 minutes instead of the 60 it was supposed to (the instructor was very good though!). After the class: lunch never showed up. We ended up having to text the butler again about this. We are assuming no one told them we had the full day package and they thought it was breakfast only. They forgot to bring out massage tables on this day and tried to get out of having to fetch them by suggesting they give us the massage on the bed on top. They did, however, get them when we refused. (The height would not have worked for the masseuses.) During the rest of the day our waiter checked on us maybe twice, as opposed to the every half hour to hour of the first package. Additionally, our waiter changed between lunch and dinner and was a definite downgrade. This new waiter seemed very out of his element and uncomfortable. The mocktail/cocktail hour lasted only 10 minutes. He only showed us how to make two drinks then we sat around awkwardly until we eventually decided to wait upstairs until dinner. He kept vanishing throughout the night, never once refilling our waters without having to be asked (his job was literally to watch one table and he never noticed when our drinks ran out). It got to the point with all of his inattentiveness where the other group in the other palapa’s waiter ended up having to assist us. Dinner was horrendous. The salads were warm as they were set next to the grill for well over an hour. Warm lettuce is just gross (personal opinion of course but… eww). They were also a totally different salad, and not at all remotely similar to the previous package. The empanadas were also different. This time they were very dry vegetable ones instead of the mushroom. The entree was totally different then the previous package, as well. The shrimp were about 1.5 medium shrimp each as opposed to two giant shrimp each. The steak was one piece split between us and a totally different (fatty!) cut then last time. The lobster tail was one split between us instead of one each like last time. It was plated totally differently and all very cold. The chef at the bbq cooked the food well over an hour before it was served to us while we were waiting upstairs for the specified dinner time. We know this as we could see them cook it. We were a bit confused with this but let it slide as a “maybe they are par cooking?”. What ultimately happened was it meant everything was very overcooked/rubbery and very cold by the time we got it. The shining light of the night were the fireworks. This night they were shot off at most maybe 100ft away from us on the same beach and great to look at. I suppose you could argue about the safety of having guests sit so close to the firework canisters going off, but hey, it was a memorable experience. One other note: we discovered this day that the lights are not wired up correctly on the top floor. Whenever walking around the Palapa, they flash on and off… Pool service: This was very hit or miss depending on the pool. La Terraza was terrible. We had to actually text our butler at one point because we had not seen a server in nearly two hours. The server did come quickly after our butler was involved, however. (And we ended up having to text our butler several other times for this pool. It really was abysmal service) La Palapa was pretty decent. Service starts a bit late (seemed to average 11:30.) but they were fairly frequent once it started. Interestingly both pools handled water differently. La Terraza had a standard metal ice bucket and water that got warm pretty fast. La Palapa had these awesome Yeti coolers that kept it all freezing cold the entire day. Food: This was a real failure here. The food wasn’t much better than a mid-level all inclusive. Nearly all meals were the same cuisine, just slightly different. Usually these properties have various specialty restaurants for different cuisine types, or at least very varied menus. Every single restaurant, aside from Las Estrellas, was Mexican food. We had tacos every day. That gets real tiring, real fast. The quality of the food was very hit or miss. For instance: at dinner at La Palapa, we ordered the $80 combo platter and it was super dry. It was also missing the corn on the cob side. When we asked about it they told us that we just were not given it because the side was not in their kitchen and was over at Cocina Del Mar’s. But if we wanted to wait fifteen minutes they could run over and grab it. That is just bizarre. We should have either been told when we ordered they were out of it, or they should have stocked it properly. At Cocina Del Mar: they were out of everything we ordered the first night. For literally all the dishes we wanted, they came back to tell us they were missing key ingredients. I get supply issues, but you need to make it clear when we sit down what items are out of stock and not wait till after we order. We were also given the wrong dessert here when ordering dessert. (Ordered Chocolate Coulant, got Chocolate Mousse) At Las Estrellas, however: the Burrata dish my husband got was pretty good, as were the pasta entree I got and his lasagna. Prices were absurd on everything. We basically resigned ourselves to assuming $150/day per person for food while skipping breakfast. A soda was nearly $10, fries were $10, a cocktail was $25, and it started to add up fast. Not unusual to spend $100+ for a couple of snacks and drinks at the pool. We liked the option for an All-Inclusive package that some of the five diamonds offer such as Rosewood’s property (or the Grand Velas all inclusive properties) so that we would not have to think of this. We should mention we did Toro two nights. This is NOT run or owned by Esperanza. Instead it is just at the edge of their property. While it looks walkable from the map, it’s not the easiest journey. The hotel provides a free buggy/shuttle and the restaurant provides a free one back. You just have to ask at either of their lobbies and they take you right away. Less than 5 minutes. The food from Toro was fantastic. It ran circles around the hotel food, and was about half the price. There are a few Toro locations in the US and we will probably hit up the location in Phoenix next time we are there since this was so good. Spa: The spa was another shining star here. The treatments we did were fantastic. We did a "Romancing the stone" package. It started with a 30 minute soak in a private pool that was the perfect temperature. It was followed by a 150 minute combination of hot stone massage, face mask, and foot exfoliation. There was no real water circuit, but we would not fault them for it as when the property was built they were not super common. They do have a gendered water area (one for men and one for women) that consists of a steam shower, a hot tub, and a waterfall. I believe these are clothing optional based on what the locker room attendant told us, though we left our swimsuits on. Overall/Remediations: <abbreviated due to char limit> As mentioned above, we had a lot of problems for the second Palapa day. When the manager, Deivis, came over he offered us lunch for the trouble. Keep in mind lunch is already included in the package. That means the manager they sent over to talk to us about the room problems and the package issues, didn’t even know what was in the package he was talking to us about. Deivis promised to come back to us with a different offer, but never came back. Instead he had our butler present it. It really feels like they did not care one bit. As such, while we would have been willing to give them another chance, we probably won’t be back to any Auberge property (so we are unlikely to attempt Chileno Bay).…
We thoroughly enjoyed our visit to Esperanza for our 30th wedding anniversary. It is an absolutely beautiful resort with everything we could ever want to make it a special celebration. The staff and amenities are wonderful!
The villa and whole Esperanza experience was beyond amazing!! Service was beyond all of our expectations. Cannot say enough about how beautiful the resort was. Our host, Joel was amazing, our trip could not have been any easier or more friendly without Joel.
I took my family, 17 of us, on a trip to celebrate my 70th. To a person, we all had the best accommodations, services and experience any of us have ever had, and many of us are experience travelers....WOW
Our host Jorge really made our stay seamless! We were visiting Esperanza for a wedding with friends. We stayed in the Paloma Villa for 4 nights/5 days. Our experience with our host was most definitely 5 stars! House keeping was impeccable as well! Everything about our stay was wonderful although we were a bit disappointed with the quality of food and beverage for the premium we were paying. We used the transportation services to and from the airport as well as into San Jose and Cabo and we were very pleased with our drivers! All in all it’s a beautiful, impeccably maintained property with unmatched service. Worth the stay!!