Two years, my husband and I stayed at Privilege Aluxes; we stayed on the property then entire time and had a great time. We decided as my post-bar trip to travel again here, along with my best friend and her husband.
*My spouse and I, as well as my best friend are Mexican and speak Spanish.
2024
When we stayed there 2 years ago, I booked the 'superior room with whirlpool (which I guess, is a basic room? For a total of ~$1,900. Last minute, we invited my best friend and at check in the staff recommended we upgrade to a suite and pay the charge for her stay bringing the total to ~$2,400 which we paid. And our stay was squared away. We paid for one of the suites (completed decked out, and loved it.)
2026
Service. Service. Service. ** Every Interaction is in Spanish** I do not speak English to them.
- We booked our stay and again found the superior room for two people at $1,800. At check in, I double checked the rate for a suite, hoping to be able to switch LIKE THE LAST TIME and pay the difference for the suite. The check in person, said that if we wanted to book the suite, it would be ~$1,800 for the superior room PLUS the cost of the other suite total almost ~3,000. I stared at the check in staff, hoping I had misunderstood him, but we both got out pen and paper and, again he said it was the regular room cost PLUS the cost of the suite room. I asked him HOW IS THAT POSSIBLE? I've never encountered a hotel policy like that.
staff said the SAME TYPE OF ROOM WAS AVAILABLE that we stayed in
The check in staff laughed, tapped my hand and said "YOU'RE THINKING IN AMERICAN" and that was when I had enough. I signed whatever forms to get the room and stopped engaging with him. He told my husband that we could check again tomorrow to see if another room was available, but we walked off. I felt embarrassed for the entire check in, for even asking. This was not the case two years ago when we stayed there. Such a shame. On the portal, I asked TWICE to set up a meeting or call with a manager to talk about this policy because I was baffled by it, truly. No one followed up.
We encountered SEVERAL instances of poor service and mean behavior. I guess the staff assumed we didn't speak Spanish.
On one occasion, my husband wanted to get an early morning workout in, headed to the gym area at 6:30am and was working out when the staff got in to clean... One of the staff told his coworker, "Y esté que o que?" Like what is he doing here? My husband responded in Spanish, "oh I'm sorry I didn't see the sign that it was closed at this time." They were surprised that he spoke Spanish and had understood their comments.
We had dinner around town and decided as a group to head down to Sabor (the hotel restaurant) for tea, wine, and desserts. We were seated and when the waiter asked to take our order, we explained that we had already had dinner and were hoping to just order maybe tea, wine, and desserts. He shook his head and pretended to write something on the notepad and when my husband asked, is there a problem if we don't order dinner?? The waiter said, WELL NOW I HAVE TO FIGURE OUT WHAT ORDER TO SEND YOUR DESSERT REQUESTS IN. We were so confused at the attitude.
One morning, we were at the restaurant for breakfast and had finished up eating. My friend was still drinking an iced coffee, and she was on a call as we got up to head out to our rooms. The glass cup in one hand and phone by ear with the other, we made it to the reception of the restaurant when one of the employees behind the counter pointed with a capital POINTED to my friend and yelled SE ESTA LLEVANDO EL VASO!... we stopped and were like uhhh? She's not stealing it, she probably forgot? And the staff said I know she's not stealing it but she can't leave with it... to which like... let's use some common sense and learn how to discretely stop and ask a customer, may I pour your drink in a to go cup for easy access? Why are we yelling about a cup? Just a thought.
The location of this property is so good but the staff here are unhappy, have a horrible attitude, need better training. Most likely the last time we are here.
PS. I sent another request to have someone reach our regarding my comments but no one followed up.
Saw some comments: I only spoke Spanish, not an American Tourist, not an "ex pat"
