Garza Blanca Los Cabos

“Disappointed by Leadership and Service at Garza Blanca Cabo”

I rarely write reviews, but I feel compelled to share my experience because it fell far short of what I expected from a resort of this caliber. From the moment we arrived, the tone was set. We booked an ocean view room, yet were given one that looked directly at a street and rocks. When we raised the concern, there was no effort from leadership to make it right—just a shrug and “that’s the room.” Two days later, they called to say a new room was available. I went to the lobby, only to be shown a smaller room that was hardly an upgrade. Again, no sense of genuine effort to fix the situation. Later in the week, my wife accidentally left her bag at the pool around 2 PM. We realized at 8 PM and called the front desk, expecting they would have secured it. Instead, we were told they are “not responsible for personal items.” Despite staff cleaning the area for hours, the bag was left sitting on the chair. We eventually found it ourselves. Why wouldn’t they move it to lost and found? That’s basic hospitality. The most frustrating part was the kids club policy. Our three-year-old daughter is fully potty trained, very mature for her age, and in a class with older kids at home—but she was not allowed in the kids club all week because of their rigid age rule. This made family activities nearly impossible. When we tried to book an excursion, they offered a free zip line if we attended a membership tour—but only if both my wife and I went together. Since our daughter couldn’t go to the kids club, that was impossible. Their “solution”? A $20 discount if I went alone. It felt transactional and tone-deaf. To make matters worse, every time we called about an issue, the response was defensive rather than helpful. At one point, a staff member even sought out my wife at the pool, confirmed her name, and proceeded to justify their actions from the prior evening—then walked away. No “Did you find your bag?” No “Can we make this right?” No offer of a credit or gesture of goodwill. For a resort that claims to relieve stress and create a luxury experience, this approach was baffling. To be fair, the frontline staff—servers, pool attendants, housekeeping—were generally very kind and hardworking. The real problem lies with centralized management, leadership, check-in, and concierge. Policies were inflexible, empathy was lacking, and opportunities to create a great experience were ignored. Garza Blanca is a beautiful property, but leadership and customer service missed the mark. For a resort that markets itself as luxury, this was deeply disappointing.

“Wonderful service”

Going to any Garza Blanca resort is always a wonderful time because of the consistent quality of their service. We stayed at the Los Cabos and Jamie at NOI was our favorite restaurant server. Pacheco upstairs at the adults only pool was my top pool server. The butler services that Aaron and Omar provided were amazing and make everything so easy. We will be going back again soon!

“Hotel Went Way Downhill”

This once great hotel has gone way downhill. We came here two years ago - it was awesome. The staff literally couldn't say "no" to you. Everything was perfect. Now, it's a mess. Example: back then you had a "butler" that would take care of dinner reservations for you. That's been replaced by the concierge. But the concierge tells you that all the restaurants are all booked - every night. When you complain, they suggest joining the "Tafer Exclusive Club" (code for buying a timeshare) so you don't have those problems. But the same goes for getting beds by the pool and seemingly everything else. Here's the kicker: the restaurants aren't booked - there's plenty of tables. It almost like the concierge tells you they're booked so they can sucker you into the timeshare tour. It's really no way to treat your guests. This has been a sad disappointment from the great hotel we visited just two years ago.

“DISAPPOINTED”

We could not be more disappointed. Essentially, unless you are a “member” (timeshare), then you don’t get any of the amenities like Butler or dinner reservations. We stayed here last August, and without being memebers, we were treated like royalty. The level of service has really fallen below the bar, which is unfortunate. Good luck eating dinner anytime before 9pm if you’re not a member.