EDIT: I have since had a few conversations with management and they have rectified every concern.
I understand that the Susurros is touted as one of the premier resorts in Punta Mita/PVR. While the trip began on a promising note, a series of mishaps ultimately ruined our stay, reflecting a noticeable gap between expectations and reality.
Our initial inconvenience began with early check-in not being honored, resulting in a three-hour wait. During this period, we requested that some perishable food items from our car be stored to prevent spoilage. Unfortunately, this request was overlooked, and the food was left in the car, where it spoiled.
Expectations were further let down during our dining experiences. Despite having confirmed reservations for a sunset beach dinner, upon arrival, we were informed that no such reservations existed and the desired slot was fully booked. Ultimately they would get us “on the list” but what’s the point of having reservations if you have to redo everything? Additionally, our breakfast orders were incorrectly prepared and required redoing, leading to further delays, when they were already greatly backed up due to a wedding party.
One of the highlights we anticipated was a prepared bath after a lavish dinner costing $500 for two, inclusive of a mandatory 17% service charge, taxes, and fees. Regrettably, no one came by to do draw the bath. The irony is that during check in the attendant (who was indeed a very nice person) brought up the drawing a bath as an example of something they could and would do for us. Interesting to bring up something like that and then not do it.
Post-stay, obtaining a copy of our folio to review charges became an ordeal. Despite assurances that it would be sent within 24 hours of our departure, multiple follow-up calls were necessary to obtain it. When I do finally get it, I find that a balloon that I had requested to be in the room that read “Happy 2 Year Anniversary” cost $2,343 pesos. I’m all for understanding that a luxury resort will be pricey, but at what point does it become gouging?
Lastly, our experience with the late check-out option, guaranteed until 4pm, was inconsistent. Initially, we were unsure if we could retain our room until the designated time. Confirmation came only at 2pm on the day of departure. However, upon returning to our room at 2:45pm, we found ourselves locked out, in bathing suits, and waiting 15 minutes to regain access.
In summary, while the rooms and property are undeniably beautiful—truly the only redeeming feature—our overall experience fell short of the luxury standard we expected from the Auberge Collection.