I agree 100% with the previous reviews regarding the service. Would like to add that the food in rocky point is aweful. Make use of your rooms kitchen and pack a cooler full of food. The condo's, are nice and if your into the ATV crowd you should enjoy your stay

My husband and I booked a package deal shown on the Las Palomas website for a three night stay in a 1 bed condo with breakfast, a fishing charter and box lunches for the charter provided by the hotel. We were surprised at the cost considering it is Mexico - over a thousand dollars, but since it was our first trip to Rocky Point we wanted to make sure we were staying someplace nice.

When we arrived at the security gate they asked for our confirmation number, which we did not have off hand. When I booked over the phone, they did not tell us we would need it to get through the security gate upon arrival. The security officer sent us to the lobby, which ended up being the lobby for phase 2 and we were staying in phase 1. (There are two front desks - one for phase 1 and one for phase 2). There were no signs as to where the lobby was, so we took a guess. There are no signs anywhere directing you where anything is.

Our first bad Customer Service Experience occured when we checked into the hotel. Check in takes at least 15-20 minutes and it seemed as though it was the first time anyone had ever checked in a customer before. We charged the stay onto my credit card. Then they told us there was a $150 refundable deposit. This was not mentioned when I booked over the phone and is not on the website. They also asked if we wanted to put a hold on a certain amount of cash on our credit card for incidental charges. We told them how much we wanted. They ran my card (same one I just paid for the room with) and it was denied. They told us it happens all the time and WE should have called our bank prior to going to Mexico so the bank would not shut off our card as a safety measure against theft. We asked if we could call our bank. He said NO that we would have to go use the pay phone if we wanted to call the bank and that we needed to give him a different credit card. (So, this happens all the time, but they never allow their customers to call the bank?) Then we asked about our breakfast vouchers. He told us we had to go to the other front desk on the other side of the hotel to get those, which we did later. We asked about our fishing trip. He told us we had to come back the next day to this front desk to talk to the Concierge about that. Once that fiasco was over we went to our room, which was decent.

The next day we met with the Concierge to arrange our fishing trip. She was the most helpful person in the whole place. She said that we were to stop by the restaurant the next morning to pick up our box lunches at 7:00 am and then be at the marina for the fishing charter at 7:15 am. The next morning we picked up the lunches and went to the marina. It was too windy that day to go fishing. The guides were very nice and said if we were still going to be in town tomorrow we could show up at the same time and they would take us out. We were planning on leaving in the morning the next day, but the highlight of our trip was to go fishing to we said we would be there the next morning and drive home later in the day.

Since the charter was booked though the hotel, we had to go back to the concierge to arrange the change in plans. We told the concierge what happened and again, she was nice and helpful. We asked if we could get new vouchers for box lunches for the next day because the lunches from today would not be good tomorrow. She had to go speak to the reservation manager about it. (It appeared throughout all of our experiences with the front desk people, that any decision needed to go through the reservation manager or someone else and that nobody had the authority to just do what it took to keep their customers happy.) After speaking with the reservation manager she told us that he wanted us to return the box lunches we had rececieved today that we did not use in order to get box lunches for tomorrow. Seriously! We asked why and what they were going to do with the lunches...were they going to try to give us the same lunches tomorrow? The concierge seemed frustrated that she was stuck between us and the reservation manager, so she let us speak to him direct.

We had already put the lunches in the refrigerator in our room which was in phase 1, but he wanted us to walk all the way back to our room and get the lunches and return them to them to the phase 2 front desk right now. We asked if we could just return them in the morning when we had to come back to get the new box lunches, but he said no, they had to be returned right now. We were frustrated with their complete lack of customer service and asked if we could just cancel the fishing charter and lunches and get our money back and he said No. We asked if we could get a late check out the next day so we could go back to the room after fishing to clean up and he said as long as we were out before 6 pm. We walked back to our room and got the lunches and returned them to the concierge.

Later that day our key quit working. We had to go to the lobby and wait in line for at least a half an hour to get new keys. The lines at both lobbys were pretty consistantly long and there was usually only one person working the desk, sometimes two. Also on this day we did not get housekeeping, but saw a housekeeper in the hall and asked for new towels. She said she could not give us new towels unless we gave her the old ones (same as the lunches, it seemed as though they kept tabs on everything).

We went fishing the next day and upon our return and not really a surprise, our keys to our room did not work. We went down to the lobby in our phase and the line was the longest we had seen it, so we walked to the other lobby. The line was just as long. At the pace the front counter people work, it would take at least an hour if not more to get new keys. So, since the concierge had been helpful in the past we went to the other lobby to talk to her. Of course she had to go to the reservation manager to make sure it was ok to get us new keys to get into our room. She gave us the keys and we cleaned up as quickly as possible to get out of there and never return.

Our stay at Las Palomas was incredible. I can't think of one thing that I needed that would have made me resort stay more pleasurable. The pool area is fantastic, especially the lazy river. Drinks we a bit expensive but that is how resorts are. Our room overlooked the Sea of Cortez and the view was tremendous. The rooms included many high end items such as plasma TVs, free internet and upgrade furniture and flooring.

This hotel is a few miles from town so it is the perfect place to relax. If you are someone looking to stay near the action this place isn't it. You want to be closer to the Old Port area. For us it was great to visit Old Port during the day and relax at the resort at night. I can't wait to go back!

Got there at 1:30PM. After spending 35 minutes at front desk, the lady told us that our room was going to be ready at 4:00PM. Waited for 2:30 hours to get a room that was not clean, had to go back to lobby to stand for another 35 minutes to complain. Finally we got a clean room; By that time I was furious. Another thing to be aware is that management is not responsible for stolen things. Keep jewelry, passports in a secured area, my wife had a silver bracelet stolen from our room, she complained at the front desk and got it back. Supposedly housekeeping found it in the hallway.

Suggestions:
If you plan to stay at this place call the 1-800 number that is listed on the website to reserve your room (don’t reserve online) and asked them not change your room. We reserved online( 1 bed room, non smoking 1 floor). When we got there we got a room on the 11th floor.

Also, since housekeeping know that management is not responsible for stolen thing, please keep valuable things out of sight.

Better yet stay somewhere else