4/10 Médiocre
Kevin, New Orleans
Voyage en couple
21 nov. 2025
Les points faibles : Personnel et service et équipements
A Real Disappointment - Misses the Mark on Svc & Detail
Rating: ★★☆☆☆ (Based on a "Luxury, Premium Suite" and All-Inclusive Experience)
Our recent stay at the Pueblo Bonito Mazatlan was, unfortunately, a lesson in managed disappointment. Having stayed at and enjoyed other Pueblo Bonito properties (Emerald Bay, Pacifica, and Rosé), my expectations were set for their usual standard of service. This original Mazatlan property fell shockingly short.
Check-in was efficient and hassle-free, which was a promising start. Unfortunately, this was the high point of the service experience.The so-called "luxury” rooms" lacked basic amenities: no microwave, no refrigerator, no glassware, no coffee cups and no kitchenette. Only two sets of towels were provided for a suite. There was an old, worn coffee-maker WITHOUT coffee or complements.
The television in the main living area was completely non-functional and emitted a horrible static hiss, requiring a full replacement. To add to the frustration, sections of the flooring in the den were visibly not clean.
Service Failures and Lack of Attention to Detail were recurrent.
We requested a refrigerator, and one arrived in an appalling state—filthy both inside and out.
Room Svc did not included delivery. There was a $4 charge each time. Orders arrived without flatware or napkins: had to ask for these often.
The staff gave conflicting answers to basic questions re basic svcs and amenities. Poor training was evident.
Buyer beware !!
Kevin
Séjour de 7 nuits en novembre 2025
