TripAdvisor Traveler Rating

Like many of the reviews. Staff was excellent. Hotel not so much. Pictures of upgraded room looked nothing like what nothing like the room you get. Bar great, food not so much.

We had an ocean-view double bedded suite, with balcony on the 16th floor. Very nice! And the staff was friendly and helpful. A guy came almost right away when we needed some maintenance. The room has almost NOWHERE to hang wet stuff, including towels. (I travel with a hanging line...recommended). Comfy beds. Beautiful view. Lots to do at the pool & beach. Food all-inclusive-sufficient (my friend was well-pleased, and really, it was fine). Too much hard-sell on the time-share selling (we declined all offers). Fun entertainment (fire dancing & fireworks) on Mexican Mother's Day.

The best thing about Sunscape is the entertainment team. Hugo, Ramon, Anahi, Neto, Luis, Alan, Rodrigo, Melanie and Yael. They really make you feel welcome and engage you to participate in all sorts of activities. My kids were not bored here. We have many fond memories. They also have a great kids club with Beatriz, Gaby, Nayeli and Diana. The kids loved the trampoline.

From the minute we entered the gates of Suncape Puerto Vallarta, I was consistently impressed by the professionalism and solicitousness of the resort staff. They were helpful, friendly, and always available to go the extra mile. They run a very tight ship, from the bellmen and desk clerks, to the buspeople and wait staff, to the special events leaders. Special shoutouts to Nana for her energetic and fun water aerobics workout and Rodrigo for his kayaking expertise. I would love to go back with my kids next time.

I’ll start with I’m a Globalist who spends over 100 nights a year at Hyatt properties and this hotel has ZERO business being in their portfolio. To start, at check-in you’ll sign your life away with three different forms to fill out. There is an area for Hyatt elite members but it is not staffed so your elite benefits are useless. Once you get through with the long check-in process you’ll proceed to your room that you’d expect at a sleazy motel. My A/C unit would not run below a certain temperature, paint will be chipped off the walls & around the door, rust stains, broken lamp in the lobby, worn out carpet in the hallways. The list simply goes on. So once you’ve experienced the “deluxe” accommodations maybe you want to go to the pool. There you’ll see kids sloshing their drinks in the pool and their parents aren’t much better. Drinks cups will be sitting everywhere with a lot spilled in the pool so you’ll probably think you’ll go and try some food. We only ate once at one of their restaurants because the food was so poor. I understand you’re trying to cook for 2,000 people but it’s worse than hospital food and we found it inedible. So now, maybe you think you’ll get a drink and contemplate what you’re going to do with the rest of your vacation because you thought you booked a nice resort. Well, good luck. You’ll be given well liquor and only one option for beer at the lobby bar. You’re going to wait a while as most guests are wanting their Yeti’s filled. So you decide to leave but wait for it; if you do not physically go to the front desk to checkout they will detain you. You read that right, you cannot leave as in security will not open the gates, unless you give them a pass stating it’s okay for you to leave. They claim because they need to know who is coming & going yet security stands there with a clipboard and marks it on their sheet. No option is given to checkout on your Hyatt app or room tv. This property is truly awful. It isn’t clean, it isn’t updated, and if you think you’re coming to relax you’re sorely mistaken with the kids running around and the adults drinking like fish. You get what you pay for and there’s a reason this property is much fewer points and a lower cash rate than the other Hyatt properties in Puerto Vallarta.