The Westin Los Cabos Resort Villas - Baja Point

Viviana, the manager at Baja Point, failed to acknowledge the note on our account from when we called the night before our scheduled arrival to inform them that our flight was canceled and we would be a day late. Vanessa (or Veronica, can't remember) told us it would be fine to arrive a day late and that she would make a note on our account, but when we arrived to check in, they had re-sold our reservation and didn't have a room for us! We were livid. We have been loyal Westin customers for 20 years! AND HERE'S THE KICKER! Vivana still charged our card around $1,200 USD as if we were a no-show!!! We showed, but they had sold our three-bedroom villa. It was NOT our mistake. We called, we were told it was fine to arrive a day late, and we showed up when we said we would. And what's more, Viviana refuses to remove the charges. This has been a customer service experience that will end our loyalty to Westin. We scrambled to rebook at Zoetry, a Hyatt property. We had a phenomenal experience there, and we gave them our five-star rating and a rave review. If you're looking for a place to stay in Cabo, go there instead! Don't let Vivana at Baja Point ruin your vacation!!!

This property is massive. We stayed on the Baja Pointe side which caters to Villa owners which were were unaware of. To reach the main pool we had to walk such a long distance, take 3 elevators and a slew of stairs. That wasn’t the worse of it. Traveling with a group of friends that are owners and part of Marriott who were on the Regina side when they came to join us for dinner they were turned away, treated as if they were invading an elite area only open to royalty and so disrespected! It was utterly humiliating and Jair from the front desk at the Westin is the rudest, most disgusting human I have ever come across in my lifetime of traveling. I will never ever visit this hotel again just because of that one employee