Garza Blanca Preserve Resort & Spa

This place is paradise on Earth. We had never been so pampered! Our wait staff was beyond phenomenal. I would like to especially thank Christian and Fabian at Blanca Blue, and Diego at Hiroshi. All are top tier professionals and made our stay enjoyable and memorable.

Everything about Garza Blanca was wonderful! The rooms, the view of the ocean, the entire property was great. We did the all inclusive package which is the only was to go!! Best of all the wait staff were the best. Especially Jorge and Gustavo in tower number one. We had the best time with them and some very special cocktails and desserts. Can’t wait to go back next year!!

The food at Blanca Blue restaurant was amazing! We went back twice during our stay and would absolutely go back again. The manager brought us a taste of all their mole’s when we asked questions which was so appreciated. Our servers were Alvaro and Jose and they went above and beyond. 10/10 for food and service!

Good luck reaching anyone before your arrival. We went to Garza Blanca Cancun last spring break with a large group that one of the attendees who is a travel agent planned. The hotel was lovely and the food good. We decided to return with a different group this year, which did not include the travel agent. We want to do the same activities as last year, including a beach party with a DJ. Reaching anyone at the hotel is absolutely IMPOSSIBLE! We had a contact a few months ago so made group reservations but he left and now no one will answer the phone. It disconnects 99% of the time we even get into the phone tree and hit "4" to reach an operator. I have called over 15X now over the last several weeks. I have tried live chat but no one answers that. I emailed the hotel directly and 4 other people including the head concierge multiple times but no one has responded. I finally talked to a pre-arrival concierge at their property in Puerto Vallarta today and he tried his best to help me, but after 20 minutes he said he could not reach anyone either and told me to call back because the group planners must be in a meeting. This is the worst customer service I've experienced in years. I can not imagine if I was getting married there and could not reach anyone. I did ask the one pre arrival concierge for the manager's name and number and he said he does not have it.

So, we have been very excited about this place. It looks amazing, and I'm expecting that the food is incredible, but we may never know. I booked a family trip for Christmas break for Garza Blanca through Costco (I have used Costco many times and it's always worked well), but a few short weeks before our trip I ended up with a serious back injury, and had to have emergency surgery. To our horror, we had to cancel this trip (that we had spent 14k on. Now, to be clear, I understand that we were never going to get our money back, but I was hoping to get some help. Delta, for instance, gave us some credits to use, I know they didn't have to do anything, but I was very grateful that they did something. Costco reached out to Garza Blanca, to see if they would work with us in some way, and said that often resorts will make effort to reschedule, or provide some credit. Since they had already received over $10,000 we were hopeful that GB would do something. Their initial response was that since we canceled 2 days before the trip they couldn't do anything. Costco responded with proof that we had in fact cancelled nearly 3 weeks before the trip, GB then responded that they could do nothing anyways. One would assume that when they said it was because of late cancelation, it would make a difference that it wasn't actually late, but I guess they never had any intentions to help out regardless. I want to be clear, we were never expecting a refund, and I understand that they are not required to do anything for us. But even upon me reaching out to GB directly, they said that they could not do anything at all, not ever a discount (other than the discounts that are available for everyone anyways). I was very bummed out, because, again, I was very hopeful for this place. However, the lack of empathy from this company in this experience is why I guess I will probably never end up staying there. I guess I will just continue to go to Grand Velas.