I have been hesitant to leave a negative review from my most recent trip to The Hacienda Beach Club because I visit here often (this was my 10th stay) and I love the resort. That being said, I have emailed the property managers directly and through VRBO to try to address the issues with our stay, and both messages have gone ignored.
Upon arrival, we realized it was HOT in the unit (it's August in Mexico). We were assured that the AC was working. Within a few hours, it was very evident that it wasn't. The main living area/kitchen was still 76 degrees, despite us setting the thermostats to 68. The same with the 3 bedrooms. We called the property manager who had a portable unit brought into the den for the night - a part needed to be ordered and would not arrive until 2 days later. That cooled off the den, but it was attached to the side patio and the door to the outside had to be sealed, so we were unable to use that patio the entire time the portable unit was used. Additionally, it was not enough to cool the space off. We tried to cook appetizers and the whole unit was unbearable again. And the bedrooms were not receiving any of the AC coming off of the one small unit in the den. We couldn't cook a meal in the kitchen because it was so hot, and we couldn't blow dry our hair because there was no AC in the bedrooms. It was NOT ideal.We spoke to the managers multiple times and had service men in and out of the unit serval times within the first 3 days. We asked to be moved to another unit - there was nothing available that was owned by this property manager to be moved to. They offered to refund us 2 nights of the stay, with the promise that the AC in the entire unit would be fixed by our 3rd night.
The service men came for the 4th time, they cut a massive hole in the ceiling and said the unit was fixed and the place should start to cool. NOT one thermostat ever got below 74 degrees for our ENITRE stay, despite being set to 68. It was hot. The entire time. In addition, we had to deal with constant calls to the managers, were left with a giant hole in the ceiling after having to allow service men in multiple times, and all of their supplies/cut out dry wall was just left for the duration of our stay.
A kitchen cabinet came off the hinges, the bed frames were not attached to the walls or beds. The unit is just not in good shape/up to par with the resort. It was highly uncomfortable and we had no choice to stay in it. We should be refunded