TripAdvisor Traveler Rating

Our experience at Canto Del Sol in Puerto Vallarta was beyond disappointing — it was genuinely shocking. My wife, our two-year-old child, and I booked a package through Expedia that included our flights and an all-inclusive stay at the resort. In the days leading up to our trip, there was news of civil unrest in Puerto Vallarta, so on Monday (2/23) we contacted Expedia to confirm everything was still okay with both our flights and our hotel reservation. Expedia told us they would contact both the airline and the resort and asked us to check back the following morning. We called again on Tuesday and Wednesday morning (2/24 and 2/25). Each time Expedia told us they were still waiting to hear back from Canto Del Sol. The resort never responded to their inquiries. Since things in Puerto Vallarta seemed to be calming down and Expedia still had our reservation showing as confirmed and paid, we packed our bags and traveled as planned. We arrived on 2/25 and checked into the resort with absolutely no issues. No one mentioned any problem with our reservation. Everything appeared completely normal. Two nights later, at about 9:00 PM, as we were leaving the resort to go to dinner at La Madalena (because the food at the resort was honestly so poor that even our toddler wouldn’t eat it), we were handed a note telling us to report to the front desk. At the desk we were suddenly told our reservation had been canceled and that we needed to immediately pay for the two nights we had already stayed plus the remainder of our stay — approximately $1,700 — or we would be forced to leave the property. Keep in mind: we had already paid in full through Expedia and had the receipts to prove it. We asked to speak with a manager and were directed to Cristobel (spelling may be incorrect). Unfortunately, the situation only got worse. Cristobel refused to even look at the documentation showing that our stay had been prepaid. While we were on the phone with an Expedia customer service manager who was actively trying to resolve the issue, the Expedia agent asked to speak directly with Cristobel to clear things up. He refused. Expedia was willing to work with the resort to sort out the situation, but Cristobel insisted we either pay the additional $1,700 immediately or leave the property. To be clear — instead of taking a reasonable or humane approach and allowing the issue to be resolved the next morning through Expedia, the resort was prepared to force a family with a two-year-old child out of the hotel at 9:30 PM in a foreign country. That decision alone tells you everything you need to know about how this property treats its guests. Beyond that incident, the resort itself is extremely dated and poorly maintained. While it may appear to be one of the cheaper options in Puerto Vallarta, it is still drastically overpriced for what you receive. The facilities feel worn down, the food was consistently disappointing, and the overall experience was far below expectations for an all-inclusive resort. Another thing that stood out during our stay was how differently foreign guests seemed to be treated compared to local guests. One of the things many people love about visiting Mexico is how welcoming and inclusive the culture is. Unfortunately, our experience at this resort did not reflect that at all. Puerto Vallarta is an amazing destination filled with incredible people, restaurants, and culture. Sadly, Canto Del Sol was the worst part of our entire trip. I would go deeper and explain how bad the food and drinks are (which are laughable), but I’m tired of beating a dead horse. There are countless better resorts in the area. I strongly recommend choosing one of them and avoiding this property altogether.

This was a wonderful escape from the winter at home. We thoroughly enjoyed the clean atmosphere and the friendly and helpful staff. The access to pools and beach was lovely and the ability to relax was welcomed!

Booked this hotel through my travel agent and WestJet vacations. We wanted a family suite. The room was located across the street from the main hotel. The bathroom door wouldn’t stay closed and the sink wasn’t draining. The second bathroom the toilet was making a horrible noise. The safe wasn’t working either. I went to the staff at the front desk to look at getting moved to a different room closer to the pool and restaurant. They showed us a room that did have 2 bathrooms but we had to have a cot brought in for my son to sleep on. They said they would move us but would cost me $950 Canadian for the supposed upgrade!!! So we moved rooms but had been chatting with our nexus representative to get moved to a different resort for the remaining 7 days of our 10 day vacation. She managed to secure another hotel which I had to pay an additional $650 Canadian and pay for a ride to the new hotel. She suggested I speak to the front desk to have the $950 refunded because we wouldn’t be staying at their hotel. They processed the refund apparently but withheld the funds and never applied the refund to my credit card. I phoned and tried to speak to Christobal the manager who would not take my call. The staff took note of my information and said they would contact me and I’m still waiting for his call and my refund. I’ve been to many all inclusive resorts and the food was terrible. We traveled in December and I’m posting this review because I have proof they supposedly refunded me the money but aren’t releasing those funds to my credit card company. TERRIBLE CUSTOMER SERVICE shame on them. My only advice don’t go to this resort do not recommend

Mexican restaurant at Canto del Sol great staff great food

Was having a blast even after the attack on the government all around us. Then I was told I could not fly my drone, wile others have been all week. Wanted to show the people I know that it’s safe not a burned up mess. I’ve been coming for years. It’s like they don’t want Anyone but locals to come. Good luck I won’t be back. Thanks to your front desk and security. They are the soul reason for this place and it’s declining I’ll find someone who wants our money and wants us to feel at home.