Casa Cupula LGBT Luxury Resort

I’m very torn about how to evaluate Casa Cupula. I’m probably in the 3.5/5 range truthfully. Allow me to highlight some pros and cons of our experience in the Penthouse Suite. My husband and I chose Casa Cupula for our 10th anniversary (and also my own birthday). We booked the Penthouse Suite. Will focus on positives first: 1) staff are very friendly - Eduardo, Osvaldo, and Saul in particular. we both felt treated so well, especially at the pool and restaurant. These were high points. 2) restaurant is pretty good - had a reliably good breakfast every day and a few lunches as well. 3) views are spectacular - great views from any ocean-facing vantage point. 4) pool and parties are great - they have a solid weekend entertainment program and the host Lalo is so much fun. Fun games, handsome dancers, and a very friendly vibe. 5) Rooms are to a fairly high standard - we started with a vista king for the first few nights. Very good room and we felt we would have been happy there the whole 7-night stay but we moved to the Penthouse on the 2nd night (we had kind of a dual booking). Penthouse has so much space, well appointed, including a private pool and rooftop, as well as a private hot tub. My husband and I slept like babies in the very comfy beds. There are some definite challenges as well with the hotel: 1) Pricing - We met a few people also staying at the hotel and it was clear that we were significantly overcharged for our room. We had friends in a suite on the other side of the hotel who paid about 33% less than we did per night. You really have to price shop a bit - and keep an eye out for pricing specials. We booked last April 2024 for this trip and that was probably too early. There are so many awesome places to stay in PV and realizing the pricing issue, it was clear that we ourselves have to become smarter buyers. They charge $90 for an airport transfer - well, there was a guy waiting for me at the airport, who just dumped us into a curbside taxi which dropped us off at the WRONG hotel. So we had to pay more money to get another taxi to the hotel. And at reception, there was no real apology or something nice like: “let me get you a round of drinks on us” or just some nice gesture. What we got was “oh they had the detailed instructions” - and it made it sound like it was not their fault. Who cares whose fault it is, just turn it into an opportunity to show your service level. You know? 2) Mildew/Smell - There was quite a strong mildew smell in our room. We think this is due to the washer and dryer in the room. It’s fantastic to have a washer and dryer, but they have to be cleaned and maintained. The smell was not enough to ruin our experience but it was notable when you walk into the room. It did not make us want to use the washer/dryer. 3) Service - This is such a tricky one and perhaps our expectations were just not in the right place. Here is our thinking. We booked a Penthouse Suite, we are at a ‘boutique’ hotel, the reviews on TripAdvisor often highlight the service. But outside of the restaurant/pool, we did not feel that staff were really checking on us at all. We had chips and guacamole in our room on the first day and the plate did not get picked up the next day. So we left it outside our room, it sat another day. So we moved it to the first floor and it sat another half day before getting picked up. It was like staff never went thru the halls? At any point, reception or someone could have asked us if we needed anything, does the fridge need restocking, can we talk about some of our favorite excursions to recommend. Nothing. It was just weird. And in the end made us feel even MORE that we had overpaid for our stay significantly. We had nothing special AT ALL for either my birthday or our 10th anniversary, which was something I’m confident I noted with Felix the concierge in our email exchanges prior to arrival. Lastly, something they should address immediately: the gym is UNSAFE and outdated. There was one machine where the metal cable had literally snapped on it and it was out of order. Would that give you confidence to use any of the equipment? The equipment is ancient - maybe 15 years old at least. One machine had the cable tied in a knot to keep it from breaking (I guess). One treadmill did not work at all. The state of the equipment is very concerning. For what the hotel is charging, they should either update the equipment, shut it down or just convert the entire gym into a spa treatment center. If a guest gets injured because of the equipment, that would surely cost more than just upgrading the equipment. Lovely people, very nice setting, well appointed room, fun party vibe in the afternoons. But it just seems…rough around the edges. If I felt like it was a slam dunk to stay here again, it would be 4 stars for me. Yet, I just think we might find similar amenities with maybe more consistent service at a better price elsewhere in PV, so unless we get a GREAT rate in future, I just don’t see us booking here again. Which is a terrible shame, because there is a respectable product on offer here and PV is an awesome holiday destination.

Spacious room, fun parties in the afternoon, breakfast is good. It’s very quiet at night, yet only a short 5-minute walk to the bustling beach and a 15-min walk to the bars

Despite its large size, I wouldn’t call it luxurious. Everything looks dated. It’s easy to get lost in all the stairways, and there are not a lot of signs. If it wasn’t for the weekend pool parties, there’d be no reason to pay such big money for it, it’s not even on the beach

I really enjoyed my stay at Casa Cupula. As a first time guest, I must say their customer service and commitment to a great guest experience is TOP NOTCH! A cool towel and a glass of wine greets you at arrival. The views are amazing and the rooms are huge and well appointed. I can’t really speak to the food as I only had one meal and it was just okay. However, the staff is serious about service. At the Pool Club, Miguel and his staff made me feel at home. Miguel esta mi hermano nuevo! I know I am missing someone, but I appreciated all the staff, from Customer Service to Maintenance. Guapo Ivan, Noel, Eduardo and the whole pool staff made sure everyone was well taken care of. My glass was never empty. When the neighborhood internet went down, Miguel just used an honor system, trusting that the guests were honest about their orders. I appreciated that! The front desk staff was amazing: Saul & Miguel, Felix the concierge, & Angel the porter/driver were all extremely helpful. When I was checking out, Angel saw me on the cameras and ran to help me bring my luggage up the stairs. THIS is customer service. Overall, the hotel has a mini resort feel. There are a lot of stairs and the hotel is up a cobblestone road, so you need to be agile and careful. They offer great deals during the off season, so I took advantage of them. If the pool club is not your vibe (it’s open to public during events), there are 2 other private pools available. One was steps from my door and no one else used it, so it was a private oasis. The concierge is available for tours and anything else you might want. And they have a very nice Mercedes SUV to provide car service to the Romantic zone during the day so you don’t need to walk down the hill, as well as they have airport transportation for a nominal fee.

Having worked in Customer Service and Management, I understand budgets and the need to cut costs, for profits and for good customer experience. Here is something that needs to be addressed. I read similar comments online, heard an example from another guest during my stay as well as my own experience. Housekeeping staff MAY need to be allotted more time to clean rooms because some details are being missed. In my friends' suite, he found a pizza left in the microwave from a previous guest. In my shower, there was a used razor. When I reported it, I was told a housekeeper would come attend to it. She arrived, cleaned my room and the razor was still there and remained the entire trip. So...was my shower ever really cleaned? I don't know. Was the razor properly communicated to her? I don't know. Because others have a similar complaint plus my experience, it is a systems issue that needs to be addressed. I WOULD NOT let this influence your decision to visit Casa Cupula. I have stayed in hotels and resorts around the world, and their customer service is some of the best I have experienced. The staff takes pride in their work. It shows and I appreciate it!~~

Friendly and inviting

Can’t say enough about our stay at Casa Cupula. From the time we stepped into the office to check in until check out. Everything was top notch the entire trip!! The entire staff at the pool club and the bistro were amazing. Osvaldo was our server for a planned ahead special rooftop dinner, and numerous times at the bar and bistro. He always provided us with TOP notch service as did everyone else. Thanks Casa Cupula and the entire staff for a great getaway!!! 10/10 would definitely recommend.

My husband and I just visited and it was our best vacation to date. Everyone was so wonderful, helpful and friendly. The facility is beautiful and the views from our room were great. Felix was our point of contact through out the reservation process and getting us checked in once we arrived and gave us some great suggestions on things to do and places to eat. The facility provides a lot of amenities and services but the staff is what makes Casa Cupula. From the time that we arrived we never felt as if we were a guest just there for vacation. We felt as if we were visiting old friends that we hadn’t seen in a while and making new ones. Osvaldo is amazing and really made our entire trip. Special shout out to Ivan and his pitchers. Thank you to all of the staff for an amazing getaway. We will be back very soon. If you’re on the fence on where to stay then Casa Cupula is it.

The staff in every area were incredibly kind and helpful.

Tried Casa Cupola for the first time and found it to be a wonderful experience. Their staff was outstanding, as was my room and the many amenities they offer. In particular, their Sunday brunch was the best! Multiple pool areas, bar and restaurant so you really want for nothing. Will absolutely stay there again on my next visit.

Traveled solo and have always wanted to try Casa Cupola. I was not disappointed and was very impressed with the staff, my room and the many amenities provided. Had a large lanai/balcony to relax on and enjoy the views. Bar/restaurant service was outstanding as were the pool parties/Sunday brunch. Overall, a very relaxing experience. Thank you Jose and Simon for being the very best you can be. Already booked my next stay…..