Nopalitos Lagoon Tours

we experienced misleading room advertising, repeated service failures, and disrespectful treatment, especially toward an elderly Elite member who uses a wheelchair. The room was advertised as a Junior Suite (Villas Swim-Up, Elite Club +18), but it had no meaningful ocean view. The room was surrounded by other buildings that blocked the view, located next to the road and RIU Party Club, and offered little privacy. When we complained, the front desk and a manager who goes by Monse did not make a genuine effort to resolve the issue. Instead, we were offered a downgrade and asked to sign paperwork to forfeit any money we overpaid. The Elite representative repeatedly disregarded our requests. The minibar and snacks were not consistently replenished, and requests marked “fulfilled” in the app were sometimes never completed. Room service was repeatedly about an hour late, even when breakfast or dinner was ordered about 12 hours in advance. Elite benefits were disappointing. Premium drinks were not consistently available, and service at the main bar was rude and dismissive. Most concerning was the treatment of the elderly wheelchair user. We expected dignity, patience, and appropriate assistance, especially after paying extra for Elite service. After the resort investigated and acknowledged service failures, we received no written apology or meaningful resolution. Promises from public relations manager Violeta did not result in satisfactory follow-through just fake promises.

This hotel is gorgeous! The beach & view were stunning & lots going on in the area. Our room couldn’t have been better. I have stayed all over the world & have never had a friendlier or more accommodating staff. They went out of their way to make sure all of our needs were met. They even helped us with transportation & outside excursions. Luis at the front desk was especially helpful & always had a smile! The food was great too.. breakfast, dinner, margaritas… everything! I can’t say enough about how wonderful our stay was here. I just wish we could have stayed longer.