Guest reviews for Cancun Hotels: Hacienda Vista Real Playacar

Guest Reviews: 4 comments found for this hotel: 1 :: 3

The hotel Hacienda Vista Real has aspirations and prices of a luxury hotel with mandatory all-inclusive for RCI members. 1 Bdr. for 4 people has too little sleeping space. If you ask for the second bedroom they try to extort extra $220 a day. They have some problem with the local pond or lake, so depending on the weather and prevailing winds you can have a swamp odor in your living room. They did not give us a $200 spa credit (RCI promotion). RCI guests had to buy daily passes for $75 a day to use common spa areas. The spa prices are unbelievably high. Activities. None. All-inclusive meal plan. The worst! Only one restaurant for dinner - Thai. Limited menu and horrible service. It takes about 2 hrs to get a meal. Except for a couple of waiters, the staff is incompetent, unfriendly and does not speak English. Quality of food was mediocre at best. Service. I could never imagine that service can be this bad. They have no concept of customer service, only greed.
Dee, e-mail withheld, 2006-07-28

We purchased a time share 2 years ago at Hacienda Vista Real. Due to the hurricane the hotel was damaged and now to our surprise they asked "obligued" the owners to pay for 1000usd to help them rebuild the hotel!! They are supposed to have insurance. It is not our fault. What is going to happen if the whole hotel gets burned or flooded?? Are we going to have to pay 10,000 each to rebuild it?? Don't buy here, go somewhere else.
Paola, e-mail withheld, 2005-10-01

I just spent 1 week at the Hacienda Vista Real with my family and truly loved it! They just opened an amazing 1st class spa that will amaze everyone. I tried several treatments and loved the VIP rooms. The owner is very friendly and was always greeting his guests. They just suffered some damages with hurricane Emily and then a huge fire burned their beautiful palapa so we had to use the facilities down at the spa. We loved it and will be back!
Claudia S, e-mail withheld, 2005-09-30

I regret to inform you that our week at Hacienda Vista Real was not enjoyable. From the moment we stepped foot on the property we did not feel welcome. The 2 receptionists that checked us in never even made an effort to smile. I made an honest mistake in our reservation when I failed to register one minor in our party. I intended to register her with our friends since both of their rooms had plenty of room for her, but forgot. ----- After first explaining that we had too many people in our room, they informed us we would have to pay $120.00 per night for our extra guest. It was amazing to us how we could not have the extra person in the room due to hotel regulations, but that regulation could be overlooked if we paid the blackmail price. For $120.00 we could have gotten her her own room! ----- According to the members we met , "Paul" was the owner or manager who was so incredibly rude to us. Within the hostile exchange the first day Paul said to us " If you were members, this wouldn't happen". We could not believe our ears, again with the blackmail, pure and simple. Who would want to be a member if this is the way one is treated? We had 18 people spending at least $6,000.00 to a possible $9,000.00+ by weeks end, and he wanted more money right from the start, GREED doesn't even begin to explain this person's intent. ----- We had no idea we were not allowed to bring our own food and beverages to the pool area. This rule alone would have caused us not to stay at this hotel. That is why we got a condo, so we wouldn't have to pay the high resort prices. One can imagine our shock when we were asked not to bring our own drinks to the pool. ------ All 3 of our kitchens were very ill equipped and we had to ask repeatedly for cooking supplies. Our fee for small appliances was a waste, we should have just gone out and purchased our own toaster, coffee maker and blender. None of us ever did receive a blender. They told us they don't have them. The appliances, when they finally did arrive were brand new. We were the only condo out of the 3 that actually had coffee cups and pots and pans. I don't know how the others survived. They had to drink their coffee out of cereal bowls! Great for a 5 star resort! ------ The beds here are awful and the sheets are 50% polyester, very uncomfortable and they do not breath, yet adding to my sleeping problems. However their pool towels were very nice and soft, possibly they should buy the same type for the bath towels, which were extremely rough. ----- The inconvenience of not having access to the Reef club really turned out to be a huge problem for all of us and we truly missed the beach. Due to the high tide and the loss of so much beach because of the hurricane last fall it was not possible to visit our family staying at the Reef via beach. The Fisherman's village had no beach at all in front of it. But they were very nice to our group when they tried to reach the beach via their property. They allowed them to enter the grounds and even gave them a free ride to the town beach! ----- This hotel also needs to be consistent and put in writing what they charge for things. A family of 4 can use the van service to town for $5.00. A family of 9 can use it for $10.00, but a family of 5 is also charged $10.00. Twice we waited for cabs that never showed up, forcing us to walk to town quite unprepared resulting in sores to our feet. ----- We so wish the whole trip would have gone that well. If the management could have been as kind and welcoming as some of their staff, they would probably have more members. What a shame.
Pat, e-mail withheld, 2005-04-02

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