Thanks Jaffa. I will most likely post on Trip Advisor. My agent has already taken up the matter with Capella, though as you suggest i should perhaps send a letter to Virtuoso too. I have read enough negative things about Capella as a brand here, that I should have known better. This property however looks spectacular on the website (less so in person), and appears to be very well located (although I have a hunch that the "bad weather" several of the reviewers on trip advisor have experienced is a result of the location on the Pacific nearly at the tip of Baja California).

In the 5 hours we were there, there were several other relatively minor glitches that taken together highlighted the inexperience of the staff and their general lack of knowledge. For a resort open for more than a year now, it seemed like not a good start.

The reservations manager insisted that Capella is rated number one on trip advisor too (as a defense against our poor experience). It seems that has gone to his head.....and that it is a fantasy. They are actually rated #13 (not that any of us here give that too much weight). Most of the top 13 though are really not in the same league. The only resort that is comparable in the top 13 is Esperanza at #6. BTW, the ranking is for hotels in Cabo San Lucas which conveniently exludes the corridor where both Las Ventanas and Palmilla are.

What sort of replies did you get from Virtuoso? (feel free to PM me if that's more appropriate).