When a Home Away from Home is Even Better than Home

“Adventure must start with running away from home,” says William Bolitho. This is most true for those who seek staycations, who are actually looking for something other than home. They want to experience their locale in a fresh environment. But for those who travel longer and farther to other places for new adventures, when they also find a home there, they feel truly blessed.

one of the beach fronts of El Cid

Home away from home refers to a place which is not one’s residence but is also where one feels as comfortable as they would back there. The expression dates back to the 1860s when it was used to characterize a comfortable hotel. It has since expanded to include other places such as locations where one may frequent, like one’s local bar or coffee shop where one feels like he can be himself or herself.

With the current popularity of travel and leisure, it has returned to its original meaning. Speakers and writers use the phrase to compliment the accommodations and amenities when staying somewhere as a guest. The phrase has come to suggest the utmost comfort and convenience in lodging. What can have a better chance to do this than an all-inclusive resort like El Cid Resorts?

three of El Cid's properties in Mazatlan: La Castilla, El Moro, and the Country Club

We are on our second three months in Mexico during winter when it’s too “cold” in Phoenix (sic). We can choose among El Cid Resorts in Mazatlan, Cancun or Cozumel. In the Mazatlan complex of four hotels and one country club, we can dine at nine fine dining restaurants, have breakfast or lunch at four outlets, three of them buffets, and take snacks at four outdoor kiosks. There are five nine-hole golf courses, many tennis and pickleball courts, a spa, seven pools, five hot tubs, two beach fronts, three bars, and two auditoriums.  Our room at the 27^th Sub-penthouse Floor is cleaned with towels, linens, and toiletries replaced every day. We never have to make the bed, clean the restroom, sweep the floor, or even wash dishes. The only thing we have to do is take our clothes to the laundromat once a week and pick them up the following day, all folded ready for the drawers and cabinets. It is better than at home. Surprisingly, because it is Mexico, it is also not expensive.

the Elite Bar/Lounge in El Moro

Because of the same price differential, I had a dental implant done on our first week of stay this year. Little did I know that it would require a five to seven days soft/liquid diet. Willy, the maître d’ of the flagship restaurant La Concha, had the kitchen make papilla (blended food like for babies) of my favorite soups. At breakfast time, he makes sure the ground cinnamon is ready for my oatmeal and, when I grow tired of the margarine they serve, sends for butter. Last year, he even orchestrated a special birthday dinner for Bill with chateaubriand, Nicoise salad, and special chocolate cake, items not on the menu, for us and our friends. He paid the highest compliment to his father when he attributed his secrets fo great customer service to him. He believes that all his guests are special because they return to El Cid to be with them. He becomes a friend to all, keeping in touch on Facebook the whole time we are not in Mexico.

Willy, the maitre d' meets with his waiters at La Concha

It is no wonder the hotel displays this in huge letters: “Estamos orgullosos.” It means “We are proud.” The chain has been awarded numerous times. In the last three years, they have received the RCI— that behemoth network of 4,400+ hotels around the world—Award for “achieving standards of excellence in resort accommodations and hospitality.” But it is no wonder. El Cid’s Mission Statement declares, “To offer unsurpassed vacation and residential experiences through the creation, acquisition, commercialization, and operation of integral touristic products and services…”

This is why El Cid has exemplary staff, from the bellboys to the valet guys to the chambermaids. Here are three others who are prime examples. 

David with another happy client

David was the waiter who served us in La Concha for a late lunch at 2 pm, the end of his shift, when we had just checked in last year. He says that “good service means being respectful at all times even if the guest isn’t smiling…although it helps him to serve them better when they do.” I bet we were difficult to serve that first time, after the rigors of our road trip—it was the third day of our drive down from Phoenix, Arizona. We have sought his services from then on, even looking for the tables where he has been rotated to that week. That’s because my hot chocolate is ready as soon as I sit down at the breakfast table.

Bill with Yeye at the Elite Lounge

Daniela was the one at the reception who checked us in last year. When she offered her nickname Yeye, I broke into a wide smile. It is the same nickname as my second granddaughter, another Daniela. She made me immediately feel at home. That casual talk started a relationship that became closer as time went on.  She says, “Good service means making people feel like they are at home, they are not clients but guests, and they are part of our family who chooses to stay with us for months.” Her secret is simple: “I love that smile you can make people make by helping them with anything they might need.” She adds that she will do everything that’s in her hands to make people’s vacation better except for when she is forced to break a rule.  When we found out we had a problem as soon as we were back in Phoenix, I messaged her on Facebook and she came through with a way to solve it.  When we got back this year, she had been promoted as an Elite Lounge Concierge. It is so well-deserved.

Israel and wife at his son's baptismal party

Israel is the lone male concierge at the Elite Lounge. He is the one who is tasked with accomplishing out-of-the-way tasks. In our very first year, I was so insistent on having a DVD player because I do love a movie at night. Well, the one that the hotel supplied us did not work. What did he do? He got one of his players from his home for us to use for three months. His idea of good customer service is simple: a satisfied customer. His secrets are also simple truths: He will always treat others the way he wants to be treated and he wouldn’t disrespect anyone even if he is wrong. He has since helped Bill with the repairs of our car, driving him to his mechanic whose services are not even ten percent of what they would cost in the US. There are always odd things he does, like taking us to the library or picking up our ticket for the Carnaval. But the one I consider the height of a compliment is when he invited us to the baptism of his only son, Diego.

It's great to have the best of facilities. But it is even better to have people who care about you. In many respects, our home away from home is even better than home.

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Feeling Close to Locals, Building Family

the Family Memorial in Mazatlan

My husband Bill had been coming to the city of Mazatlan since he was 45 years old, some 30 years ago. He admits it’s the people that keep him coming back. He felt the same when he met Filipinos. But we are both shying away from the long haul trip to Manila now that we have reached our 70s. So, Mexico has become a practical choice.

Mexicans, in general, and Mazatlecos, in particular, remind me of what gives me pride about the Filipino: hospitality, friendliness, and warmth. We may have started slow but, by the middle of our three-month annual vacation in El Cid Resorts, we got drawn to a few people. There were the guests who, like us, were staying for three months a year: Carole and Allan from Vermont, Winnie and Nick from New York City, Kathleen and Jerry from Idaho. and Bette and Roy from Canada.

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students who wanted to interview Bill at the store 

From among the staff, we had identified our favorites: two waiters, our chambermaid, the concierge guys, and the activities leaders. But little did we know that closer friendships were also in the offing and that soon, we would have a new family!

The first two were Chef Luis Villa and Capitan Guillermo "Willy" Garcia of the La Concha Restaurant, the premier restaurant of El Cid Resorts (out of nine). Luis was our lead instructor at the Cooking Class. I was not only fascinated by the dishes but also awed by his gentle personality. He was able to convey so much despite knowing very little English. I interviewed him and wrote this blog post on Mexican Cuisine.

Capitan Guillermo, on the other hand, I met as I was looking for the cinnamon powder that was supposed to be beside the Aveena (oatmeal). In a jiffy, just like magic, it appeared before me. That experience would be repeated a few more times. He made things happen. He managed the waiters, the kitchen, and the ushers with gentle authority. As a result, everyone's dining experience was always memorable.

Chef Luis and Capitan Guillermo and their spouses with us at Casa 46

In appreciation, Bill invited both Luis and Willy, together with their spouses, to dinner at Casa 46, the best Mazatleca restaurant in the famed Plaza Machado. It was a night to remember. In turn, Willy invited us to dine at his home in the next season. 

For Bill’s 75^th birthday, they whipped up a celebration like no other. The special menu included shrimp cocktail, tuna Nicoise salad, Chateaubriand, and rustic chocolate cake for us and our three couple-friends. Before we left, we gave them copies of my book, Carolina: Cruising to an American Dream.

the Elite Lounge Staff

Then there's the Elite Lounge. That's where special concierge staff take care of timeshare owners like us who stay for months. Vinirisa, Michelle, Sonia, Ody, and Daniela (whom I fondly called Yeye just like my granddaughter) always welcomed us with delightful service. No question was too hard, no task was too difficult, and nothing was ever impossible. On February 14, we gifted the girls with a huge box of chocolates for sharing. And when we left, we gave them a box each and left the Lounge with a copy of my book.

Finally, there is Israel, the only gentleman in the Elite Lounge. From the outset, he was determined to serve our every need. So we could watch movies every night (which is a must), he lent us his own DVD player. He even took Bill to his friend auto mechanic and our car’s little dings disappeared for a fraction of the cost it would have been in Arizona. Not only did he volunteer to pick up our tickets for front-row seating at the Carnaval but he also took us to the Biblioteca Municipal to get our library cards. Finally, he invited us to the Baby Shower for his first-born Diego who due in May. For us, to be invited to a home or party by a local is the highest form of compliment. We got both in our first stay in El Cid Resorts.

Israel's family at the baby shower

The truth is we missed family and friends in Mazatlan. We wished they were there with us to enjoy the beach, the pools, the spa, the shopping, and the sights. But we know they are busy with their own families. Perhaps in the next few years, they will be able to make it. In the meantime, we have been fortunate to have built friendships that allow us to share our joys. Mazatlan, you have truly amazing people. I don’t feel very far from my other home, the Philippines, at all!

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