Viceroy LosCabos

The Viceroy Los Cabos is a beautiful property and the on-site staff were consistently friendly and attentive. Unfortunately, significant booking and management issues overshadowed what should have been a great stay. We booked by phone after having issues with the website and did not receive the advertised “Book 3 Nights, Get the 4th Night Free” promotion. Instead, an AAA discount was applied without clear explanation or documentation, and we were told it could not be changed—even though we would not have knowingly chosen a smaller discount over a free night. No comparison or transparency was ever provided. Additionally, the suite we were assigned did not include a kitchen or kitchenette as shown in the online photos and descriptions. We gave management an extended opportunity to resolve these issues and even offered to extend our stay by several more nights, which would have meant additional spending on rooms, dining, and spa services. Despite room availability, resolution efforts took most of the day, involved multiple people, and resulted only in minimal concessions that did not reasonably address the situation. By the time a better offer was finally made, the experience had already been too frustrating, and we chose to stay elsewhere. This is a case where front-line service was good, but backend management and customer service failed. With better transparency and faster decision-making, this could have been resolved easily and positively. On another note we ate Flora Farms 5/5 great experience - go there (much better than the rooftop at Viceroy), used "Private SUV RoundTrip from Airport to Hotels in San Jose del Cabo" - 5/5 for transport from and to airport, and went whale watching "Luxury Catamaran Whale Watching Cabo San Lucas" - 5/5. We'd much rather leave positive comments and usually try to work to resolve any issues, but the Viceroy was one of the worst I've ever experienced.