Encuentro Guadalupe

I'm writing this to warn people about the expectations vs. reality of this place. I planned a birthday getaway for my aunt over the weekend. They are older and it took a bit of convincing before they agreed to come but I assured them they would have the best time. Unfortunately our stay here at the Encuentro started off uneasy. We booked 3 rooms (all double beds) and they charged us extra for my niece to stay in the room with my partner and I. when we got there our room keys didn't work and we had to get help getting in. They also stated the restaurant hours were 8am-8pm which is untrue. The first day we got there, we settled in and made our way to the restaurant and they let us know it was closing even though it was Saturday at 5pm. We quickly tried to order wine and they didn't even hand us a menu. There was another party they were very attentive to that was there previously. They would ask them if they wanted tequila or other drinks and they were rushing us and telling us they were closing which was really confusing. Staff let us know that the radio in the room would be the means of communication. The radios were dead with no battery. I let them know and we continued to have no communication and no new radio (Thankfully nothing happened). The following morning, we went to the jacuzzi for a dip in the morning. It was 8am with the team barley hiking up to meet us. When we asked for clean towels they pointed at a plastic bag and told us we could get them from there. I thought it was rude but I let it go. The toilets in the units were horrible. My aunt and other relatives relayed the same news of the restrooms being badly taken care of. We invited my aunt for breakfast on Sunday before we parted, so we all woke up early and met at the restaurant at 9am to find it completely empty. No radio, No food or drink to purchase, no staff. The saving grace from the trip were the two gentleman that would drive us to and from the lobby area and the views. Last time I stay here.

Coming from Las Vegas where the hospitality industry is strong, this place blew me out of the water. The attention to detail from the staff really made this an incredible place to stay. From the moment you check in, you are greeted with complimentary wine. There is a shuttle that has to take you to your rooms, which are all designed to give you a sense of solitude in the mountains. A private fire pit and restaurant makes it easy to relax during the day and a jacuzzi is available for you to wind down. Now the only complaints I do have, is that there was broken glass by the pool (as they allow you to drink and enjoy yourself privately). Also the roads leading up to the lobby are a little sketchy due to the flooding that came by. Luckily we had a good off road truck so no issue. If you need to take anything to your room, it’s best to do it when they pick you up with the shuttle. Overall though, incredible experience and would highly recommend this place.

I wish this property was still Endémico by Grupo Habita because our stay was highly disappointing and quite frankly, unacceptable. For the luxury hotel rates, their service and hospitality is borderline non-existent. We booked three rooms for our group of 7, where 3 of us were going to stay in a double room. The team proceed to tell us only 2 people could stay per room after we had called a few days prior to confirm this was okay. The keycards were not working once we got to our rooms. The rooms are old and need maintenance with the sink and shower heads rusting. Plus, the toilet wouldn't flush properly. Moreover, they have walkie talkies in the room for guests to communicate with the front desk and they were all out of battery. The windows were dirty as well. The restaurant staff was extremely rude, rushing for us to get out after charging us $200 for 2 bottles of wine without even letting us see the wine list. We were in the hot tub at about 8am when the restaurant is supposed to open. Six employees were chatting by the bar for almost an hour without one of them asking if we need anything. When we asked if there were any towels they pointed at a plastic bag saying “you get can them from there”. Clearly, the Encuentro Guadalupe team does not know what hospitality and service means. It’s honestly super sad given Valle is such a gorgeous destination. Special shoutout to the hotel drivers, who were the only attentive people in the property. If you’re coming to Valle, please skip this place and choose a place were you will be a valued guest such as the nearby Casa Bruma or El Cielo, which is a bit more towards Ensenada. Maybe the Encuentro Guadalupe team should go and check out one of these true luxury properties and get a lesson or two on what hospitality and service means.

DO NOT COME HERE I am never one to leave reviews but I am so dissatisfied with my stay I had to share. There is absolutely no customer service and everyone we talked to was either rude or flat out ignored us. The website lies about their schedule the restaurant was closed by 2 pm. There were radios for communication and none of them had battery. The bathrooms look old and rusted and honestly it’s just not worth $400 a night. Go to Casa Bruma or El Cielo instead. Valle de Guadalupe is beautiful but the this hotel’s customer service is flat out non existent. The one part was the drivers that were very polite and attentive.

I recently stayed at this hotel, drawn in by its appealing photos. However, the experience fell short. The restaurant service was painfully slow, the front desk unresponsive, and the persistent late-night music made sleep nearly impossible from 1am—4am which the staff did nothing about. Despite the nice visuals, the glamping setup meant bare minimum rooms with rusty showers, lacking cleanliness. Disappointing overall.