"Deeply disappointing stay for what is marketed as a luxury hotel.
TLDR: Nobu excels as a restaurant, but the hotel side is nowhere near the standard of true luxury brands. We chose it for our 40th anniversary and immediately regretted it.
Hot water issues:
We had no hot water for 2 of 4 nights. Management never took ownership. The ambassador sent maintenance repeatedly until they eventually brought in a portable water heater so we could shower. After that, no follow‑up and no acknowledgment of the inconvenience.
Misleading spa credit:
We arrived with a spa credit that the hotel restricted to a single short massage and nothing else. Additional fees were added, and when we asked for clarification, we were told to contact the booking site. No effort to assist.
Dietary accommodation failure: Staff acknowledged our restriction at every meal, yet still served a dish containing an ingredient we had clearly said we could not eat. At a true luxury property, this would have been corrected immediately and proactively. Here, it wasn’t even addressed.
Token gesture from management:
As first‑time guests celebrating a milestone, we expected the hotel to make things right. The gesture offered at checkout was so minimal it felt dismissive rather than helpful.
Bottom line:
Exceptional food, but shockingly poor hospitality. Nobu may run a world‑class restaurant, but the hotel experience falls far below luxury standards. We’ll return to our usual brands on future trips to Cabo."
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