Danielle W.
Yelp
It pains me to write this review, but after this past week at Villa La Estancia, I couldn't leave my original 5 star review up without an update.
We checked in on July 20th at around 1:30pm. Upon check in, we were told our room wasn't ready, so we went to La Parrilla for lunch, hoping our room would be ready by the time we were done. Not the case, which was fine. We sat in the lobby for about an hour and a half waiting for our room, all while watching other people being escorted by the bellman to their rooms. At around 3:45, we asked if our room was ready and we're told "not yet." At 4:00, we asked again, since they said it would be ready by 4:00. At that point, we were told it would be even longer since the housekeeper wasn't done cleaning. By this point, I'm angry. Having been up since 2:00 am and really wanting to take a nap before our 6:00 dinner reservation, I wasn't having it anymore. I asked to speak to the supervisor.
Gustavo came over and basically told us in a nice way that we're out of luck and just need to wait cause the hotel is at 80% capacity. We got a pretty lame apology and he went on his merry way. FINALLY, our room was ready at like 4:15ish. The bellman takes us to our room, which I think was 1309? Upon walking in, I noticed that it was barely an ocean view room. It was more a lawn view room with a hint of ocean somewhere off to the side. I wasn't impressed with the view or the furnishings of this room, which looked like it hadn't been updated for a long time. It was gross.
We called the housekeeper to come set up the sofa bed. She came right up, and took the bed out of the sofa, only to realize that the sofa bed base was completely broken. The metal was totally snapped and it was unusable. She couldn't even get it back into the sofa. It took 2 maintenance men 15 minutes to finally get it back in. At this point, I'm fuming because, what the hell? They offered a rollaway bed, which I declined and told them I wanted to change rooms. They said housekeeping was cleaning it and we couldn't switch til 6:00pm. Ugh!!! So we had them change our reservations at La Casona to 6:30. The bellman was supposed to come up at 6:00pm, but by 6:15, he still wasn't there. So we dragged our luggage down to the lobby and told them we were going to dinner and we asked them to watch our stuff while we ate.
So we go to La Casona, which by the way, was amazing when we went in December 2019. This time, not so much. My husband said his steak tasted like it was deep fried. As a family who eats a ton of red meat quite frequently, this was disappointing. He said it was one of the worst steaks he's ever had. Really sad and bummed out by this. My Caesar salad tasted fine, but it was warm. My daughter didn't care for her food either. We totally understand that we're dealing with a pandemic, but the food has really gone downhill. The whole reason we opted for the all inclusive package was for the steakhouse, which we only went to once this trip, because it wasn't good anymore.
After dinner, we went to the lobby to get our new room keys. They said our luggage was already there and the housekeeper made the sofa bed already, which we appreciated. The bellman took us to our new room, which was leaps and bounds nicer than the original room. This time we were in 2601 with a beautiful ocean view. All seemed good til we got into bed. Omg. The mattress has literally never been turned, flipped, changed...nothing. The springs were completely shot and we were both sinking into the bed as it concaved in. Needless to say, we didn't sleep well the whole time we were there. Awesome.
This place needs to check the rooms before they rent them out to ensure that the quality is to the standards for which they are charging. To spend over $400 a night for a bed that was sinking was unacceptable. And to be given a room with a broken sofa bed was also unacceptable. The batteries and cover for the dvd remote in our new room were missing in the bedroom, so even if we wanted to watch a movie, we couldn't. Oh, and the battery in our door died, so my husband couldn't get into our room after breakfast to use the restroom, and he had to go back down to the lobby to request the maintenance guy to fix it and also fix the toilet in the living room cause it wouldn't flush properly.
There were just so many things that went wrong during our stay, that I can't even go into them all and I'm tired of typing this review.
Needless to stay, we will be canceling our December trip that is already booked. I just can't see spending that much money to be annoyed and uncomfortable all week.
It breaks my heart, because all we did was rave about this place to everyone and we were so beyond excited for this past week. Now we can't go back anymore. We were really looking forward to our December trip too. Super bummed.