All Reviews

A wonderful hotel undermined by consistently terrible restaurant service. The hotel has a single restaurant, Emiliano. The food is good, but the wait staff struggle to get orders right and bring them to the correct table before they go cold. Strangely, the service improves at dinner time, even though it's the same staff. If you want to spend hours of your vacation trying to catch your waiter's attention, sending incorrect orders back and waiting hungrily while nearby tables are seated, fed and leave before you get anything, this is the hotel for you! Gerardo is almost comically bad. There is probably a job ideally suited to someone affable but forgetful and error-prone, but it isn't waiting tables. The hotel is associated with the Tau Beach Club, a short walk (or shuttle ride), away. The Club has great service and food, and dinners are fantastic as the best tables get an awesome view of the sunset over the sea. I recommend eating here as many times as you can as the whole experience is so much better. Alternatively, avoid Emiliano at lunch time by ordering snacks from the pool staff. Everything else about the hotel is great, so it's a shame the restaurant service is so very bad. The rooms and grounds are very clean and well maintained. One side of the hotel borders a golf course and there's a clear path across it that provides a shortcut to the Tau Beach Club. We had a truly fantastic couples massage (called a Romantic Ritual) at the spa. It's pricey, but they provided a lot of extras that they didn't mention in the description, such as sparkling wine and chocolate-covered strawberries in our room afterwards. The staff taking drink and food orders by the pool are excellent. Avalos in particular is a friendly guy who works really hard and is very detail oriented. I watched him walk round the pool with a tray of 20 drinks and deliver them all to the correct people without referring to notes. Truly remarkable! If the restaurant employed wait staff who were as good as him, this would be a five star review. In summary, avoid this hotel until they fix the issues in the restaurant.

Staff is nice and helpful . Room is decent. Not much around the resort to see. Foods and drink are not very good and food service is very slow.

Lo recomiendo, fue una agradable estancia

We stayed at Casa Velas for three nights over Christmas and enjoyed our stay overall. I’ve been going back and forth decoding my score and decided this was a 4.5 star stay that I am going to round down, mostly because there’s a discrepancy between the flowery words used on menus and on the Casa Velas website and the actual experience. The grounds: the resort is located very quietly, especially considering how close it is to the airport. We really didn’t hear any noise and the property is beautifully maintained with lots of birds, lizards, butterflies etc. the lobby, pool, and Emiliano restaurant are all very clean and tranquil. The room: we stayed in a grand class plus room. If I had known how little time we would end up spending in the room, I would have gotten a smaller one. The way it was designed felt weirdly cramped and the bedroom was elevated like a podium. The shower was perhaps the least appealing part of the room. There was a jacuzzi but even though it seemed clean, it was still so uninviting that we didn’t even consider using it. The water in the shower wasn’t that hot and the pressure was low. Not that great. Overall, the room felt dated and did not live up to the description on their website. Food: the food was perfectly fine. Nothing memorable either way. It was pretty bland, if anything. You get it made to order and the presentation is very nice. It just wasn’t particularly flavorful. I can’t help but wonder why they wouldn’t offer some great Mexican dishes. The staff was great, very friendly and attentive. Drinks were good, too, and lots to choose from. Breakfast was our favorite meal, I wish I had thought to ask for a side of bacon every morning. It was not on the menu but of course they have it. The beach club: for us, Tau Beach Club was the biggest draw, somewhat unexpectedly. You just jump on a quick shuttle ride and you’re at the beach. We thoroughly enjoyed hanging out there for two days and loved the fresh coconuts, the vibe, and the daytime food menu. We did have dinner there one night and the “prime rib” was so overdone we might as have have tried to eat a saddle. I saw several other guests return it. BUT: great location for a sunset dinner. The staff was the other real highlight. Very friendly and helpful and attentive with only one exception at the front desk (who, to be fair was not unfriendly, just did not reach the level of the other colleagues). Would I come back? Maybe. It’s certainly a relaxing spot and the beach club access give you choices between the privacy and calm of the hotel pool area and the bustle of the beach. I can’t say for sure, but this might be a timeshare property which could explain the many glowing reviews.