Pueblo Bonito Rose Resort Spa

I love Pueblo Bonito Rose and its location! The place can be noisy at times, but the hotel management team does their best to handle all the inconveniences and accommodate to every guest’s needs. I like how clean this place is and how nice and friendly every staff member is. The food is more like homemade and tastes great! I can’t wait to come back here again next year so I could recharge. Thank you all!

My family and extended family has been coming to Pueblo Bonito Rose for 16 years. We have so many wonderful memories from years ago. We still remember longtime staff members like Felix, Israel, Lili, and Lucy, who made every visit feel special. Unfortunately, today's Pueblo Bonito Rose is almost unrecognizable to us. Like many other reviewers have mentioned, the "all-inclusive" package is anything but all-inclusive. Throughout your stay, there are constant extra charges and add-on fees. The food quality has declined dramatically, and despite paying for the all-inclusive package, we haven't eaten dinner at the resort for the past two years. The best part of Rose is the Deli but very limited items are included in the all inclusive packages. If you have a premium package, you must order your drinks with a specified premium preference or it will be served with "regular" alcohol every time you do not ask for your premium choice, even if it's your second or third or fourth time ordering the same drink. It's exhausting. This year's experience was the final straw. I can overlook aging rooms because we're rarely in them, and I can even tolerate mediocre food and drinks. What I cannot overlook is the way a young woman in our group was treated. She joined our trip at the last minute and did not have an all-inclusive wristband (she had a white wristband on). When she tried to order food, the waiter rudely told her she couldn't order because she wasn't all-inclusive and she wasn't allowed to share food at the table. His attitude was condescending and embarrassing. I don't believe he realized the adults at the adjacent table were with the 20 something young adults. I finally had to get up and explain that she could simply charge her meal to her room which would be charged to my credit card. Even after that interaction, I continued to watch how she was treated, and it was uncomfortable to witness. The following day, we purchased the all-inclusive package for her; not because we wanted to, but because I didn't want her subjected to that treatment for the rest of our vacation. The final disappointment involved transportation. Private airport transportation was arranged through Pueblo Bonito as part of our package, although it was still an additional charge of $400 (?). When my daughter and her friend needed to leave earlier than planned, I went to the concierge to make their arrangements for transportation to the airport. I was told that because there would no longer 7 passengers (we had 6), we were no longer eligible for the private transfer at our departure. Based on that information, I requested that the transportation be canceled so I could make other arrangements. The concierge called the transportation provider while I was standing there, and I trusted that everything had been canceled. I later returned with my transportation voucher to request a refund, as I was asked to do, and was told I would need to email Pueblo Bonito for the refund as the young man at the desk that assisted earlier was no longer there. On the day we were supposed to depart, the private transportation vehicle arranged by Rose still arrived. I explained to the driver that I had been told the reservation was canceled and that I had already paid for alternate transportation based on the concierge's instructions. Since returning home, I contacted Bernardino Cruz by email, who informed me that the transportation company, Cabo Travel Solutions, advised him that I had canceled my transportation on the same day. This information is incorrect. Rose concierge desk cancelled days prior. I have emailed Concierge Desk, Bernardino Cruz, Fernando Pelayo, and Sol Torres by email, and I spoke with Alejandra at the resort by phone to explain the situation and request a refund for the transportation charges. Despite multiple emails and phone calls, I have not received any response or returned calls regarding my refund request. As of today, this matter remains unresolved. A few years ago, PB implemented a policy that only registered guests are allowed on the property. Our family and close friends are owners at Pueblo Bonito, so we've always chosen to stay at the Rose so we could all spend time together during our vacations even through we've continued to be disappointed. After 16 years of loyal visits, it's heartbreaking to write this review. We overlooked the declining rooms and diminishing food quality because of the memories we had made here. What we cannot overlook is poor customer service, disrespect toward our guests, and the complete lack of follow-through after the resort made a costly mistake. PB will take money quickly, provide a poor experience and food then ignore requests for assistance that might result in a refund. This has been the pattern over the passed five years. Sadly, this visit convinced us that it is time to move on.

Nefie was an incredible therapist perfect pressure just as I requested and spent time on my issues I was having with my shoulders. She was sweet and polite and definitely recommend her to anyone wanting the perfect massage.