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Reviewed 9 October 2021

We had a big group plan a 40th birthday down here. After trying to get a room online and seeing the hotel was nearly full I was introduced to a sales agent that a friends family booked with that same day. I asked for the same room/rates as them. Enter Delta variant and some of the kids planning to go would not be able to return to school until they quarantined for 10 days. Realizing they would miss 3 weeks of school for a few days in Mexico everyone decided to cancel the trip except for a few folks. When trying to cancel my trip, I was told it's impossible and non-refundable... although the other families had no problems. I tried to calmly explain that I was supposed to get the same terms as the family I was traveling with which I explicitly stated and they said nope. You lose $3k and would not respond. In this time of frustrating travel moments, I thought their shady practices and unprofessionalism should be shared with other travelers. While booking this hotel they had sent me screenshots with fine print that I can't even find mentioning the non-refundable piece and offered me not the same deal as the other families. Beware of these shady practices and avoid giving business to this hotel.

Date of stay: October 2021
    • Value
    • Location
    • Service
2  Thank ryantatar
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Pueblo Bonito, Director General at Pueblo Bonito Sunset Beach Golf and Spa Resort, responded to this reviewResponded 15 October 2021

Dear Valued Guest,

We genuinely appreciate you taking the time to post your review.

We take all claims very seriously, and we thank you for your patience and for taking the time to allow us to look into this matter.

Our team has already been in contact with you to better solve this situation.

We look forward to welcoming you again soon.

Sincerely,
Customer Service Team
Pueblo Bonito Sunset Beach Golf and Spa Resort.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 October 2021

I still can't find the fine print that says you must be inside the restaurant/ certain areas to enjoy the "All Inclusive" services paid for.

When we travel we prefer "All Inclusive" because there would be no surprise expenses.
Well not at this place. While they advertise the option, we still paid for quite a bit during our stay. Now did we have to, No! But that would mean inconvenience of time as you would need ride from 1 location to the next.

While helping the Groom on some last minute back and forth, we thought to grab a sandwich. Well, we stopped at the closest place and not only did we have to pay for the food because we wanted it to go, but we could only pay by Credit card (No charge to the room, no cash accepted). I had cash, because we were tipping all over the resort. I had on this "All Inclusive" wrist band. But I never had to carry a credit card around on an All Inclusive Resort? The food was paid for, but by that time we could have sat down and ate (Defeats the purpose). What an inconvenience! And this was just 1 example.

Unfortunately, for us and the way we Party together and because of the trouble we don't plan to return.

Oh But, it wasn't all Bad. The staff were mostly pleasant and the view from multiple rooms were great. The property is stunning. But you have to take a golf cart (Great Idea) from 1 location to the next (Time Consuming). All of the food choices we made were good (But you pay MP for certain choices). And most importantly we felt Secure. There was daily housekeeping offered, and there was 24hr room service (With a delivery fee per delivery).

Room tip: Higher Floors have Ocean/ Partial Views
Date of stay: September 2021
    • Sleep Quality
    • Cleanliness
    • Service
2  Thank MrsK923
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Pueblo Bonito, Director General at Pueblo Bonito Sunset Beach Golf and Spa Resort, responded to this reviewResponded 12 October 2021

Dear Valued Guest,

We are disappointed to learn of you rating your stay so poorly and of the issues that accompanied your recent stay.

We would like to apologize if your trip did not meet your expectations, however, it is important to mention that when staying at PB with All-Inclusive you have the benefit of enjoying more than 15 consumption centers, including suite service.

There are options to upgrade drinks and premium foods, however, there is a wide variety of foods and beverages that are included. By leaving a credit card at check-in or at any moment during your stay you can charge these extras in your account without having to bring a card physically with you.

Pueblo Bonito appreciates the time you took to express your comments and feedback about our resort. We sincerely hope you will give us another opportunity to demonstrate why Pueblo Bonito Los Cabos is home away from home for many of our visitors.

Best regards,
Goyita Osako
General Manager
Pueblo Bonito Sunset Beach Golf & Spa Resort

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 October 2021

A BIG thank you to Pablo! Our check in process, which can be timely, was quick and efficient because of him!! He whisked us aside from the long line, processed our registration, and found the most amazing room for us right on the sand! I am feeling very spoiled, and thankful for our week here at this beautiful resort! Pablo is the best!!

Date of stay: October 2021
    • Rooms
    • Cleanliness
    • Service
1  Thank dawneeanddicker
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Pueblo Bonito, Director General at Pueblo Bonito Sunset Beach Golf and Spa Resort, responded to this reviewResponded 11 October 2021

Dear guest,

Thank you very much for your review and for taking the time to share such warm and caring words with the members of the team and with the TripAdvisor community.

We are all incredibly happy to know you enjoyed lovely and joyful interactions with our team who always strives to deliver lasting memories for our guests.

We sincerely look forward to your return.

Best regards,
Goyita Osako
Gerente General
Pueblo Bonito Sunset Beach Golf & Spa Resort.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 October 2021 via mobile

My husband & I would like to give 5 stars to Pueblo Bonito Sunset Beach for a wonderful week from September 18- 25. We truly enjoyed the room with a fantastic ocean view and a beautiful surprise for our 10th wedding anniversary. Thank you to 6 employees in particular :
1. Hugo, at the front desk. We absolutely appreciated the room you put us in
2. Pablo, front desk as well for helping us with the situation when we lost our room key, Thank you
3. Alex, front desk helping us with checking out
4. Javier at Tazuna, you are the Best waiter and thank you for making us feel special on our wedding anniversary. You are a great singer and you provided a 5 star service.
5. Oscar at The Bistro, great service, Thank you. Food was excellent too on our last day. We loved the dessert, too!
6. Anan from the sales office, you are a great guy, we loved your time share presentation. You were professional, informative, friendly and patient.
We look forward to be back soon !

Date of stay: September 2021
Trip type: Travelled as a couple
Thank m0chik0c
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Pueblo Bonito, Director General at Pueblo Bonito Sunset Beach Golf and Spa Resort, responded to this reviewResponded 11 October 2021

Dear guest,

Thank you very much for sharing your experience with us. It is an absolute joy to read you were treated so kindly by our team.

Our amazing staff works hard to provide our guests with a very memorable experience, so it is gratifying to know you enjoyed the team’s services.

Thank you for your review, we look forward to welcoming you back.

Best regards,
Goyita Osako
Gerente General
Pueblo Bonito Sunset Beach Golf & Spa Resort.

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Reviewed 9 October 2021 via mobile

This was our second time in Cabo as well as our second stay at Sunset Beach. All of the Pueblo Bonito properties are wonderful. Take your pick depending on your mood. Service is top notch. Visit Pool 17 at Sunset and ask for Javier Rosales...he's the best!

Date of stay: October 2021
Trip type: Travelled as a couple
1  Thank D2276VZlarac
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Pueblo Bonito, Director General at Pueblo Bonito Sunset Beach Golf and Spa Resort, responded to this reviewResponded 11 October 2021

Dear guest,

Thank you very much for your wonderful review.

We are pleased to know you enjoyed your stay and you found the service and amenities to your liking.

Your kind words toward our Pueblo Bonito team are very much appreciated.

We sincerely look forward to your return to continue to exceed your expectations.

Warm regards,
Goyita Osako
Gerente General
Pueblo Bonito Sunset Beach Golf & Spa Resort.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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