Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
136 reviews
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Nov 03, 2024A birthday in an unfortunate place
Our experience at the Santa Cruz hotel in Huatulco was unfortunately disappointing, and I consider it important to point out some areas of opportunity for future visitors and for management. Since our arrival, the lack of knowledge by the reception staff about the day pass was evident. We were asked the same question about the number of people on several occasions, even though we answered each time there were four of us and we were in front of them. In addition, they did not provide us with clear information about the benefits of the day pass, nor about the included credit, which created confusion. Finally, after 20 minutes of waiting while they consulted how to proceed, we were able to enter. As for breakfast, we had access to the buffet service for only 20 minutes before it closed. The offer was limited, with only eggs, green chilaquiles, steaks and egg sauce. Most of the staff in the dining room seemed distracted, with the exception of Paola, who was attentive and attentive to our table; unfortunately, the rest of the team preferred to chat or eat in the service area rather than serve customers. The pool experience was not the best either. The pool was not in optimal condition, and we noticed several hairballs in the background when swimming, which made us reconsider the use of this area. We also chose not to consume additional foods, as what we tested was not satisfactory in terms of taste. Despite this, Paola had the kind gesture of bringing us a slice of cake to celebrate the birthday of one of our companions. In conclusion, we feel that the price of $270 per person is not justified by the quality of the service and the overall experience. There are other hotels and restaurants in the area with better offer and attention in common areas. For Paola’s remarkable attitude, I assign a rating of 4/10, in the expectation that these observations could be useful for future improvements.
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Jun 24, 2024
Low quality hotel Santa Cruz HUATULCO
Let's start with the good. Reservations employee Jack is phenomenal and Astri a front desk employee. My recognitions especially for Jack is an exceptional hotel employee. The service and attentions of the manager are not good. It has no leadership level for tourism. The towels of the hotel are in very bad condition already very worn and no longer white some have even lost color. Patricia who cleans the rooms is phenomenal and I recognize her for her excellent attitude and services. The pool is in very bad condition. And it's not exclusive to guests. They rent it to outside groups and arrive like 30 people who are not from the hotel to use the pool. They're not picky about pool rules. People mess with even short denims very badly. The pool tiles all broken in very bad condition that anyone could even hurt a foot. Try to take a picture but you don't appreciate the bad conditions but you can come and rectify that I'm not lying. How you rent the pool space to outside the hotel and then those of the hotel can not even use the facilities. It makes me lousy. Nothing exclusive or that you were in a public park. It made me very expensive the bar a mojito at $140 pesos but it is not of quality. The restaurant employees are very good people Ana and Oscar excellent. At reception the attentions are very rough do not have good leadership know how to attend to the hotel guests. A lot of kindness and service is missing. Even a hello or when you dial on the phone you are not answered with a “Good night as we can attend”. Last time a young man answered me and said "Tell me" and I said "tell me" I feel they are influenced by a bad example of the hotel manager is not an example. I lost my card to open my room and they charged me. I was well upset and the manager knew but I didn't even talk about it to comfort. He doesn't mind my trouble. The location is very good. But the level of the hotel is very low.
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Jun 02, 2024
It was the worst night of our three-week trip.
During the night, a dog was barking in the hotel courtyard - non-stop from 4 a.m. onwards - sleeping was out of the question. Guests called from their rooms, but that didn't help. It doesn't matter whether it was a guest's dog or the hotel's - it is the hotel's responsibility to ensure a quiet night. In addition, when we moved into the room, there were already 5 mosquitoes in the room. Furthermore, the bed sheet had huge, indefinable stains, so we used our sleeping bags because it was just disgusting. All in all, it was a complete disaster!
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May 16, 2024excellent hotel, the best is the pool
The Santa Cruz Huatulco hotel has a very friendly, helpful staff and its facilities are very comfortable. The pool is very satisfactory for the guest because the water is warm. We leave very happy since their food, snacks and drinks are very delicious. 100% recommended hotel I made a request to celebrate a birthday and they supported me in everything, highly recommended
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Jan 05, 2024Please pay attention to the details.
The staff in all areas is extremely friendly and committed. That was good. The bad thing is that the bathroom needs urgent maintenance, broken ceiling, humidity, patched door, damaged toilet and the worst, the frayed towels. It seems they are the same since they opened it. Please take that into account!