Lomas Travel Recensioni 

The food, service and room was excellent. The reason for 1 star service rating is because this was our 40th ann. trip and during our seaside candle light dinner they served us soup made with carrots even though we declared (in english and spanish) my wifes serious allergy to carrots. She was violently ill for 30 hrs. They wouldn't admit fault. Only after i complained did they wave Dr fee. This could have killed my wife if her allergy was anaphylaxis. They tried to say it might be a virus but that was a lie because they didnt check on us for 20hrs after Dr visit. This ruined our vacation and my wife barely recovered in time to fly home. I complained on checkout. He didn't seem to care.

We chose Palafitos for our 40th anniversary because it was presented as an ultra-luxury, once-in-a-lifetime experience. After spending well over $10,000, what we ultimately learned is that beautiful scenery alone does not create a five-star resort.

We are experienced international travelers who take multiple overseas trips each year, so this review is not coming from unrealistic expectations or unfamiliarity with travel. We understand that even luxury resorts can experience operational problems. The true measure of a five-star property is how those problems are handled.

Unfortunately, that is where Palafitos failed repeatedly.

To be clear, there were aspects of the property and staff we genuinely appreciated. The grounds are stunning, the overwater bungalow concept is beautiful, and our butlers worked incredibly hard to provide good service despite what often felt like larger operational and management failures around them.

However, throughout our stay we experienced a pattern of issues that simply should not occur at this price point:
- maintenance problems inside the bungalow,
- delayed responses to basic guest needs,
- inconsistent food quality and surprisingly small portions,
- uncomfortable membership/timeshare-style sales pressure despite paying premium luxury pricing,
- and a general feeling that once payment was secured, guest concerns became secondary.

The defining moment came during a private excursion arranged through the resort’s integrated Lomas operation. Our vehicle suffered a major breakdown during the trip, leaving us stranded roadside for an extended period and causing us to lose a substantial portion of an already limited anniversary vacation day at the resort.

While mechanical failures themselves can happen anywhere, the response afterward was what truly changed our perception of the property.

Instead of accountability, empathy, or meaningful recovery efforts, what followed was a series of contradictory explanations, dismissive handling, and attempts to minimize the situation entirely. Even after returning home and contacting management directly, the response we received focused almost exclusively on defending technicalities surrounding the excursion rather than addressing the broader failures we experienced throughout the stay.

Equally concerning was the complete absence of acknowledgment regarding the other issues raised in our correspondence, including the loss of valuable resort time during an expensive all-inclusive stay. At this level of luxury pricing, guests are not simply paying for accommodations. They are paying for the full experience — including the amenities, dining, relaxation, atmosphere, and level of guest care that were significantly impacted during our trip.

Compounding this further is the fact that every aspect of the experience — the resort, excursions, guest services, and customer care — was presented as one integrated luxury hospitality brand. From the guest perspective, these are not separate entities. The manner in which these issues were collectively handled ultimately reflected on the organization as a whole.

That was ultimately the most disappointing part of the experience.

Luxury hospitality is not defined by Instagram photos, ocean views, or marketing language. It is defined by professionalism, responsiveness, accountability, and how guests are treated when things do not go according to plan.

In our case, Palafitos consistently fell short of the standard it advertises.

At this stage, we are not seeking compensation or incentives. We simply believe future travelers — especially those considering this property for milestone celebrations, anniversaries, or other meaningful occasions — deserve a clear and honest understanding of what the experience may actually look like once something goes wrong.

For us, the lasting impression was not luxury. It was the realization that behind the beautiful setting was a management culture far less committed to guest care than the resort’s branding would suggest.

our experience was unfortunately overshadowed on our vacation last day by an issue with Lomas Travel concierge services. Please be very careful when purchasing any vacation packages from them, especially if you are required to pay non-refundable fees.

The representative, Diego, offered us a package for 7 days and 6 nights for $299 (non-refundable) plus $799 USD. We specifically asked whether the package could be used in December, as that is the only time we take vacation, and he clearly confirmed that it could.

After he left, I noticed that the certificate did not mention the number of nights. When I returned to Canada and called on January 2nd to book, I was informed that the certificate was actually for only 4 days and that there was no availability in December. On January 5th, Diego called us and claimed he never said 7 days.

Because the package did not match what was promised, I requested a refund. This was a disappointing experience and an important lesson learned. I would strongly advise others to carefully review all documents before paying and to be cautious with resort sales representatives.

Was very disappointing that the Lomas agent would not shift our booked ride to the airport with six (6) hours notice. They showed no real concern or interest in helping us out.

⭐️ 1 Star – If I Could Give Zero, I Would. Avoid El Dorado Seaside Suites and Anything Owned by Lomas Hospitality.

Our trip involved three reservations and seven people, and it was supposed to be a long-awaited family vacation. Instead, it became an absolute nightmare from the moment we landed in Mexico.

Lomas Hospitality left us stranded at the airport for nearly FOUR hours.
Their assigned driver claimed we weren’t on his list, refused to take us, and even refused to contact the resort to confirm our information. We were left alone in a foreign country, late at night, while being harassed by aggressive taxi drivers — all because Lomas failed to do their job.

With no help from anyone, we were forced to take a taxi at a cost of $390 USD just to get to the resort we had already paid for. Both Sunwing and Lomas are refusing to reimburse us, despite clear proof and timestamps.

When we finally arrived, exhausted and shaken, the nightmare continued.

Our room was disgusting.
• It stunk of mildew
• There was visible mold everywhere
• The sheets were wet and musty
• Our clothes became ruined from the dampness
• The room temperature was freezing cold, and nothing functioned properly

We reported these issues THREE times to multiple staff — concierge, front desk, and another concierge. We were denied a new room every single time. Only on the last day did anyone bother addressing some of the problems, long after the damage had been done.

As for Lomas?
No compensation. No accountability. And worst of all, they blatantly LIED, claiming they assisted us when they absolutely did not.

This is by far the worst company I have ever dealt with. The level of dishonesty, neglect, and disrespect is appalling. I wouldn’t stay at this resort again if it were completely free. If I could have left after two days, I would have.

Do yourself a favour — avoid El Dorado Seaside Suites and ANY resort operated by Lomas Hospitality.
Your safety, your sanity, and your money are worth more than what this company provides.

I booked a trip for Palafitos overwater bungalows from May 23 to May 30. I have received a confirmation number and a booking number on the Palafitos overwater bungalow letterhead stating that my room was booked. I called numerous times and sent numerous emails and was told that everything was OK and that they would book a massage for me and handle the transfers. When I got to Cancun airport I was told I had no room that I had paid for and that they couldn’t give me any transportation. I called Lomas & was told that it was cancelled on May 13th & there was nothing they could do.But lo & behold they found an elite bungalow I could stay at for $13,000 after I already paid $10,000 for no room.This company is a rip off do not book through them for your own sanity.

We travelled to Cancun from Australia. Lomas travel met us at the airport and gave directions to where our transfer would meet us. We didn't wait long till our chauffeur arrived in a Luxury SUV. Our driver was polite and happy to answer our questions. Lomas travel offered to organise any tours or shows we wanted to see but we were all ready booked up at the resort.
Our transfer back to the airport was on time and hassle free. I would 100% use Lomas Travel again and recommend them to my friends and family.

Terrible experience. Do not use. Bad communication. Does not schedule transportation to fit your flight time. Scheduled pickup 4 hours before! Did not give proper communication of pickup time within the 48 hour timeline advised. blames the customer. Upon pickup car had broken air vents and Driver spoke little to no English. Free wifi was advertised, but driver had no idea how to use or and basically didn't understand what we were asking for with even referencing the posted sign. Poor response to complaint and constant blame put on the consumer.

Lomas was amazing, especially Alexis! Our flight tickets were somehow suspended right before our flight, and we had no phone or internet service in Mexico other than wifi at our hotel, because our cell phone service is from the United States. We were panicking trying to figure out how we would be able to buy tickets home at the last minute with no internet service, until Alexis from Lomas Travel / Grupo Lomas stayed with us at the airport and helped us get tickets! He let us use his wifi and even looked up tickets on his phone. If Alexis didn't help us, I don't know how we would have made it home! We are so, so grateful that Lomas Travel/Grupo Lomas has such outstanding people like Alexis!

Do not use this company. Showed up 45 minutes late to the airport and used another company to pick up my family. Cancelled the rest of the trips back to the airport told me they would refund my money on the credit card I used ! Never happened ! You’re better off using a regular taxi ! Awful company !

Had Lomas booked for meet and greet at Cancun airport, no rep waiting when we arrived, no rep anywhere to be seen. Walked around for 10 minutes when suddenly the rep turned up, asked about our transportation and he said its not here yet, made a phone call and several minutes later he took us the a waiting Econovan, interior was filthy, seats covered in stains (obviously no covid protocol for cleaning vehicles between different users) and driver had no refreshments on board for the 60-80 minute transfer. The worst service we have ever received from 8 times with Lomas.

Aggressively rude and horrible employees. I arranged a transfer from Cancun Airport to Playa del Carmen through a company who hired Lomas Travel. First they failed to show at the appropriate time, then they refused to answer their phone for 45+ minutes so the company I was working with was unable to reach them and work things out. Then some nice folks from eTransfers (use them instead!) helped me find a manager for Lomas, who first ignored me, then made me wait longer, then outright lied about being there on time (they weren't) and was outrageously rude and never offered an apology or explanation. Literally, don't use these people. While their low level staff may be okay (drivers, etc) the coordinator at Cancun Airport obviously hates other humans and shouldn't work in tourism.