From Frustration to Loyalty with Tafer Resorts: How Garza Blanca Changed Everything

If you read my previous post, A Disappointing Experience at Villa del Palmar Cancun: Why I No Longer Recommend Tafer Resorts, you know just how upsetting the experience was when I sent clients there last October. Despite repeated attempts to resolve major issues during their stay—particularly the non-working air conditioning—we received no help, and our efforts to get assistance were met with rude treatment unlike anything I’ve ever experienced in all my years as a travel advisor.

To make matters worse, even after requesting that my clients be moved to the neighboring sister resort, Garza Blanca Cancun, due to the ongoing air conditioning issues, my request was denied—despite the resort being fully responsible for the situation. And the air conditioning wasn’t the only issue—if you haven’t read the full list of what my clients went through, I recommend checking out my original blog post, where I outlined everything from the lack of support to the unacceptable room conditions and service failures throughout their stay. This was despite the fact that the problems were entirely the resort’s fault—not my clients'.

Feeling like I had no other choice, I posted honest reviews about what happened. And that’s when everything started to shift.

Now, let me be clear—no guest should ever have to leave a negative public review just to be heard. But thankfully, as a travel advisor, I had more leverage and visibility, and I was able to push for a resolution that my clients wouldn’t have been able to achieve on their own.

This is just one of the many reasons having a good travel advisor in your corner truly matters.

A Chance to Make Things Right

Shortly after my reviews were posted, I was contacted directly by the general manager. He acknowledged what went wrong and wanted the chance to make it right. He invited me and my family to come stay at Garza Blanca—the very resort I had tried to move my clients to.

And I have to say… I’m so glad I went.

There’s something magical about waking up to a full ocean view just steps from your bed. The rooms at Garza Blanca delivered exactly that—floor-to-ceiling sliding doors that framed the ocean like a painting. It was one of the most peaceful ways to start the day.

Dining at Garza Blanca felt like a culinary event. From creative presentations to bold flavors and top-tier service, each meal was one to remember. Whether it was breakfast on the terrace or dinner under the stars, we were thoroughly impressed.

And then, there’s the beach. Calm, soft sand, and a clear turquoise stretch that feels both serene and luxurious. One thing we noticed was how open and unobstructed the beach views were at Garza Blanca... Here, you could actually see the ocean from the main areas of the property.

—unlike Villa del Palmar, where much of the beach was blocked by buildings and thick landscaping.

What We Experienced at Garza Blanca

From the moment we arrived, it was clear this was a completely different experience. The staff was warm, attentive, and professional. The beach was gorgeous, the views were stunning, and the food was incredible.

My husband, our child, and I all enjoyed our time there—but we each noticed different things. While my husband actually preferred the decor at Villa del Palmar, I loved the style and ambiance at Garza Blanca. What we all agreed on? The food, the beach, and the views were hands-down better at Garza Blanca.

Client Feedback: A Mixed Reaction

Because I wanted my clients to give it another shot too, I sent them to Garza Blanca as well. And while they appreciated the upgraded experience, they surprised me a bit by saying they still preferred Villa del Palmar overall.

We actually toured Villa del Palmar and had a meal there during our stay at Garza Blanca, just to get a side-by-side comparison. While I could see some of their points, Garza Blanca still won me over—especially when it came to quality, atmosphere, and service.

Here’s what stood out to them:

• They liked the decor and vibe at Villa del Palmar more

• They preferred the food there

• Their kids loved the waterfall feature in the Villa del Palmar pool

The restaurant, Davino's, at Villa del Palmar had a few things I enjoyed, but I felt the steak missed the mark. That said, my clients really liked it and had nothing but good things to say about their meals. It just goes to show—everyone’s taste is different, and what works for one traveler might not for another!

As for the pool, their kids were completely obsessed with the waterfall feature. It made a big impression and really added something special to their family experience. For families with young kids, this was a standout.

A Missed Birthday… and a Heartfelt Recovery

One thing my clients were disappointed in during their Garza Blanca stay was how their daughter’s birthday was handled. While a nearby table at dinner received the full celebration with singing and dessert, nothing was done for their daughter. Understandably, they were upset.

I reached out to their butler to see if anything could be done—and to his credit, he went above and beyond. He:

• Decorated their room with balloons and flowers

• Delivered a personalized cake with her name (photos edited to remove name for privacy)

• Included a teddy bear to make the moment special

• Prepared a relaxing bubble bath filled with balloons

That one gesture completely turned things around. Their daughter was glowing. It was a reminder that while mistakes happen, how a resort handles them matters most.

Why I’m Booking Garza Blanca Again

This experience completely changed how I view Tafer Resorts—and only because of the way the general manager handled it.

He followed up, took responsibility, and told me:

“That’s how it should have been in the first place.”

He also shared that the managers involved in the previous poor service were let go. And now, not only do I have a direct relationship with him, but also with the butlers at Garza Blanca—which means I can ensure a more seamless, elevated experience for my clients moving forward.

Also, not every guest gets a butler—but I can now arrange that.

While I’m still hesitant about recommending Villa del Palmar to clients due to the past service issues and maintenance concerns, I won’t rule it out entirely anymore. The relationship I now have with the team—especially the general manager—makes me more confident in both knowing who to contact and advocating for my clients if needed.

But for now?

Garza Blanca has earned my loyalty—and my business.

Let me know if you'd like help planning a stay at Garza Blanca. I now have a direct line to make sure you get the best possible experience—from butler service to beautiful views and everything in between.

And booking your resort is just the beginning.

I also assist with:

• Pre-stay hotels

• Flights

• Roundtrip transportation to and from the resort

• Excursion planning

• Travel insurance options

• Making sure you’re registered properly for entry into Mexico

• Ensuring you’ve paid the correct tourism fees and have all required documentation, including valid passports

I’m here to help you every step of the way—so all you have to do is show up and enjoy.

Ready to start planning your trip? Click below to tell me where you’d like to go, submit a request, and schedule a one-on-one consultation at a time that works best for you.

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