Las Hadas by Brisas

This hotel is beautiful. There was a few small details that I didn’t approve of, but I would overlook them Because of how beautiful the hotel is. However, there was one detail I couldn’t overlook. It seems like there was a strong smell of sewage coming out of the air-conditioning vent. We made it aware to the staff and they did change our room, but I did wish we didn’t get that room to begin with. We also had a small lizard On the ceiling of our room and it was too far for us to remove it. We called maintenance around 10 PM one night, but they never showed up.

Customer service AMAZING Are Ate at El Palmar, servers Alejandro Guzman was extremely attentive, knowledgeable about the property and with a very welcoming attitude He is the reason we will be returning He is a great example of what customer service should be! Gracias Alejandro 🥰

Beautiful place and grounds. Just one warning for people with mobility issues, there are a lot of stairs and very few elevators. Food was good not fantastic and specialty restaurants had gorgeous views. Wines with all inclusive were great. WiFi was decent. I bought a Saily eSIM to use for my 3 weeks in Mexico and it was completely useless. Go with Airlo next time for cell service as they use Telcel towers.

The great: Overall appearance: clean inside and on the grounds, very well maintained buildings, walkways, lovely restaurants with great views. Great landscaping. Staff : All amazing. Cannot say a bad word about anyone. They were truly great staff all around..from breakfast to dinner, by the pool, around the beach..all attentive and they remember your name! Room (fantasy suite): super clean daily, spacious, and very comfortable. In-room safe, balcony with chairs, fridge... it was perfect, really. Food (all inclusive): authentic Mexican. Delicious. Lots of choices, and not always the same thing every day. Beach / Pools: wonderful. (There is an adults-only pool with bar that was really nice to escape to when the beach or other pools got a bit noisy or full). The not so great: Spa: was looking fwd to a facial but they were only doing massages, even tho they advertise all kinds of facials. 😞 3 restaurants on site plus buffet...but only one restaurant (in addition to buffet) is typically open in the evening. (Make reservations!). The special app advertised to make your life easy : don't bother downloading . It's terrible. I'd probably go again :)

Worst check in experience of decades of travel. They double charged me even though they knew it was their mistake. Their website said no rooms available three times but they forced me to pay for a reservation that didn't even go through which they knew. I have heard this problem at this exact hotel with 2 other friends so they know it is a problem and still force people to pay double on check out. This must be fixed. Horrible experience taking hours if time at check in and check out. Do better and fix this ongoing issue. Not acceptable since your management knows of this problem.