Hilton Grand Vacations Club Zihuatanejo Mexico

“Excellent Staff”

My wife and I celebrated our anniversary and my birthday last week and have just returned from Hilton Grand Vacations (formerly Embarc) in Zihuataneo, Mexico - we have nothing but good reports. We have stayed at other HGV properties but this one is tops and it is primarily because of the staff. Tru… more

My wife and I celebrated our anniversary and my birthday last week and have just returned from Hilton Grand Vacations (formerly Embarc) in Zihuataneo, Mexico - we have nothing but good reports. We have stayed at other HGV properties but this one is tops and it is primarily because of the staff. True, the property is stunning from a physical point of view, but oftentimes, a holiday is made by the people. Upon check in, Pamela and Enochena and the entire front desk staff were welcoming and friendly, and after one day of our ten day stay we received a beautiful card and bottle of wine to celebrate our anniversary, and our suite was decorated in a Happy Birthday message on the bed. The entire staff, from the bartenders (Compadre Alfredo, David, and Elvis) to the cleaning staff and even the maintenance crew (who will always greet you with a sincere "hola") were constantly working to make our stay and everyone else’s memorable. The concierge manager (Eloy) and his staff were tremendously helpful in planning our day trips and was always around to tend to our every need - pretty rare in this day and age. Again, read other reviews about the beauty of the place, but for us, it was the friendly and hard-working people that made our stay – Hilton management should take note. Thank you to all for a memorable vacation!

less

“Great beach and rooms”

Loved it here, super great staff, great beach, great views. If you don’t mind hills you can walk into town.

“Excellent room and hotel - Slow service”

The room was a true delight - the terrace is practically as large as the interior, with a comfortable bed, a full bathroom plus an outdoor shower, mini jacuzzi (not hot but super refreshing), two hammocks plus more outdoor lounge chairs and kitchenette. The view of the ocean was lovely, and you can… more

The room was a true delight - the terrace is practically as large as the interior, with a comfortable bed, a full bathroom plus an outdoor shower, mini jacuzzi (not hot but super refreshing), two hammocks plus more outdoor lounge chairs and kitchenette. The view of the ocean was lovely, and you can hear the waves at all times which I think is really soothing. That said, I have to say that the overall attention we got from the lobby and restaurant staff was not the warmest we’ve had in other similar resorts. The folks at the lobby had told us they’d be texting us and, from that text, we could be in touch with them if we needed anything. The text never came. The only time we might have used it was once when we wanted new towels before we had showers in our room at 4pm but hadn’t the cleaners come by, when my mother went to request some, the lady at the lobby was a bit snappy and said that room cleaning could be anytime before 5pm, so she, my mother, had to explain all we were asking for were the towels. At the restaurant, as well as the lunch grill down at the beach/pool we did have some issues with how long it took most of the time to get any service, let alone have the food actually arrive. On our second morning we had to wait for over a half hour for the food to come out - there were about 4 other tables that got there after us and they didn’t even get a bread basket for ages. There was no explanation offered and, whenever we tried to catch a waiter’s eye it was like they were dodging us. At one point there weren’t any waiters in sight at all so we were just a full area of about 5 tables with zero food and everyone on their phones. My dad did inquire eventually if there was a problem in the kitchen and was ignored, the waiters who did eventually bring our dishes dashed away without making eye contact. Lastly, while it is nice to have lounge chairs in the room’s terrace, there is quite a small number of lunge chairs down at the beach and pool, which are quickly reserved in the early morning. The staff will get additional lounge chairs that don’t have any padding upon request but only 2 per group and even then it got quite tight. Overall, our experience at this hotel was a good one, however, it does feel like the staff is easily overwhelmed and service can move very slowly, without explanations or care.

less

“High Hopes, but Disappointing”

We had super high hopes, but walked away a little disappointed. Let me start with the Pros. This is a BEAUTIFUL location. Amazing views, and stunning location. Very nice and courteous staff. Hilton beds, sheets and towels are always great. Beautiful beach, and pool areas. Some areas where we … more

We had super high hopes, but walked away a little disappointed. Let me start with the Pros. This is a BEAUTIFUL location. Amazing views, and stunning location. Very nice and courteous staff. Hilton beds, sheets and towels are always great. Beautiful beach, and pool areas. Some areas where we left disappointed: There are so many steps, and no elevator. Normally not a problem, but I was recovering from foot surgery, and it was 122 stairs from beach to room. The room is the strangest layout. No dresser or nightstands to store clothing. No table or desk whatsoever. The outlets are all so old and weak that plugs will barely stay plugged in. the refrigerator is so tiny, you can barely put 12 beers in it. The worst part is the weird doors/shutters...we had a great view, but coudlnt' use it because no windows or sliders. Just shutters you can't open? No doors have any seal anywhere...tons of mosquitoes...I get that it's a tropical location, so that is expected OUTDOORS, NOT INDOORS. There is literally no way to keep them out. Those rickety old doors with shutters need to be replaced with sliders and windows so you can at least see out and seal the doors to keep out pests. Floor was always dirty/sandy, and not from us tracking it in. If it's going to be labeled a Hilton, I should get Hilton amenities and treatments...nada here. No Diamond treatment for breakfast, etc. Had a nice stay, but won't come back.

less