We know Punta Mita well and have stayed many times inside the gates at the Four Seasons and St. Regis. We also regularly stay at other luxury resorts in Mexico, including Rosewood Mayakoba and Grand Velas in Cabo and Cancun. In our experience, Susurros del Corazón is priced in the same range, but delivers materially less value than those alternatives.
On this trip, we rented a house in Punta Mita for five days and then stayed at Susurros for two nights on the back end. We had considered extending our stay at Susurros, but decided to go home instead.
The best part of the stay was our two-bedroom, two-bath residence. It was spectacular: spacious, beautifully designed, and finished to a very high standard. Most of the staff were friendly, and the food was good. That said, food pricing felt aggressive even by luxury resort standards. For example, breakfast for avocado toast, an açaí bowl, waffles, coffee, and two orange juices was about $150 USD.
The bigger issue is that the resort felt very limited for families. My kids are 12 and 10, and they were bored after the first day. The kids club seems geared toward younger children, and there is no teen club. The beach was too rough for swimming during our stay. There are three pools, but they are small, and kids can really only play in one of them. That created a strange dynamic where the family pool was full and hard to enjoy, while the adult and relaxation pools were mostly empty. The beach was also mostly empty, and the hotel overall felt too quiet and understaffed.
The most disappointing experience involved the kids club. The one activity my son was excited about was Mexican candy making. We arrived a few minutes early, but were told it was full, even though only 5-6 kids were participating. He was told he could sit and watch, which obviously was not a real solution for a 10-year-old. What surprised me most was that nobody tried to solve the problem. No effort to add supplies, create another session, offer an alternative activity, or do anything small to make it right.
I asked to speak with management that afternoon, and was told they were busy helping other guests and would call me. No one called. I asked again the next morning before we left, and the response was essentially that they would talk to the kids club. That was it. No real acknowledgment, no urgency, and no small gesture for a disappointed child. For me, that said a lot about how the property handles problems.
We also had a few service issues. After in-room dining, we called for tray pickup, but no one ever came. We eventually put the trays outside the room before bed and asked they be picked up, and they still were not picked up overnight.
Bottom line: if you are traveling with very young children, this may be fine. But for families with older kids, I would not recommend it. There simply is not enough to do, the kids programming is limited, and the problem solving is non-existent. For adults-only travel, I think there are better options in Mexico and the Caribbean at this price point if you care about service, activities, or overall value.
Net net, the room was beautiful, but for the price, I expected much more.
