The Residences at Hacienda Encantada

The view and amenities.

It was perfect

Ocean view is gorgeous. All inclusive food and beverage worked for our family. Edgar who drove the golf carts was awesome and helpful. Housekeeping was good. The 10 car rental gentleman (Richard) was accommodating with finding us a car and was very friendly. Angie helped with scheduling our airport shuttle for arrival. Room service and delivery guys were so nice. The ladies at front desk Stephanie & Dayne were helpful with our questions. David at check in was kind. The juice bar had healthy juices, sandwiches, and great customer service. Covid Test at location was accommodating and the nurses were nice. Book your Covid test early because time slots fill. The pool the rooftop provided good food and service (see Angelo). Hacienda had a variety of restaurants (Seafood, Italian Buffet, Mexican, Snack locations).

No response to our two emails prior to us arriving. The phone numbers provided just rang and no one would pick up. The voicemail would hang up on you. No butler or concierge service to let us know what was available in our all inclusive package or the available excursions. On our third day my husband heard from timeshare guy who said he forgot to contact us. He provided an excursion booklet with the prices considerably cheaper if you take a timeshare tour. A little late as we had already booked an excursion for the kids. Airport shuttle service is one way. Returning to airport is by taxi service. No pool towels after 7pm so you need to get your towels in the morning from lounge chairs. The beach is rocky and not swimmable. The rooftop pool food service close at 5pm. If you are planning to take the shuttle to Marina get your ticket from the little coffee shop were you wait for pickup and take a picture of the times it runs. We suggest that you reserve your rental car prior to arrival or when you get to the hotel because the bigger vehicles sell out.

Everything was so beautiful at the property and most staff were super friendly and amazing.

The hotel location was good, also the view and restaurants where better than expected.

I feel like I was scammed. I booked a 2 bedroom villa with a private pool and Jacuzzi. If you go to the listing on booking it clearly states private pool and shows a private pool on the photos. When i arrived they but me in a two bedroom with a pool. When I showed them the reservation the from desk manger Estefania was very rude and spoke to me like i was trying to get a free room. Like I didnt just pay $1,200 per night for the room that I showed them I had booked. She said she would be able to upgrade my room for additional $100 per night. I was not a problem with the price but fact that we where treated poorly by Estefania as if she didnt give a damn about our concern and only wanted to prove us wrong instead of being more understanding and apologizing about the room mix up.