TripAdvisor Traveler Rating

The staff: 5 stars. They were truly excellent. Ivette, Erik, and another gentleman whose name I couldn't remember were attentive, kind, and welcoming. Jose and Henry on the activities were fun, bringing strangers together for volleyball, bingo (lotteria), cooking classes, and the kayak/paddle boards. (FYI, no kids allowed on those.) Jose even helped me practice my Spanish, which I really appreciated as I do my best to speak Spanish while we are in Mexico and like to practice, but people often speak English back to me. The location: 4 stars. It's a bit remote on a windy road, which was slightly scary with little kids when we would ride into town. But to many, that remoteness probably makes it 5 stars. The ocean was gorgeous. The sunsets were incredible. The hillside was beautiful. It was easy to get into town and try restaurants and walk the Malecon. The store on site is well stocked and doesn't have Americanized prices like some of the resorts we've stayed at in Nuevo Vallarta. The food: I was prepared to give 5 stars, but now 1. I thought it was delicious and varied (we were not on the all-inclusive plan), even though half the time they put cheese on my meal when I said no cheese. But then, 3/4 of us got sick. I don't know if it was a virus, the food, or the ice, but our 5-year-old was sick on day 3, and my husband and I were sick on day 5, the last full day of our vacation. Thankfully, the worst only lasted about 1/2 a day for everyone, leaving only fatigue and lack of appetite for another 24-48 hours. Extra-thankfully, our 2-year-old was spared. But still a major bummer. When it came up poolside, everyone sitting near us said they'd also been sick that week. I am sure to only use bottled water to brush our teeth and keep our mouths closed showering, so I know it wasn't the tap water unless they make their own ice. There isn't a door between the dining area and where the servers come with the food and birds routinely flew in and hopped around. I hope there's a door to the kitchen to keep them out of the food preparation but I couldn't see that far. The room: Goodness gracious... Maybe 2 stars. The kitchen was remodeled and really pretty. The bed was fine. The room itself (2 bedroom) was very spacious and fit us and grandparents perfectly. The patio was fantastic. We didn't see any bugs of any kind like some other reviews. The housekeeper was lovely. However, the rest of the room was outdated and in dire need of a full remodel. There was literally mold growing on the faucet handles of the sink and shower, and the shower drain. We weren't given any soap or shampoo until the very last day. We bought some on our own, obviously. If you're coming here, bring your own. I wondered if a lack of providing soap hinted at their sanitary standards, or contributed to the spread of illness... The Amenities: The pool was fun. It was a perfect shape and size for lounging and volleyball. It was easy to manage our two little ones. There was also mold growing on the side of it. But I could look past that in a humid place when the rest of the pool was very clean. The gym was nice. I didn't get a chance to use it but it was spacious with multiple pieces of equipment, weights, and mats. We could see inside from our room and lots of people made use of it throughout the day. The spa had ample appointments available, a variety of services with reasonable prices and a couples-massage special. Watching the fish, crab, and even once a baby crocodile (from a safe distance on our patio) in the ocean was a highlight. I understand they have new owners and are doing construction. I think this place used to be a gem and has a lot of potential, but the current way they are running it is risking its reputation. My recommendation would be to shut it down for a week, cover every inch in bleach, and reopen only the rooms that have been remodeled. I am sad to leave a poor review with such a wonderful group of staff. Despite the 2 stars, we did have a lovely family vacation that I am extremely grateful for. But I'd be remiss to recommend anyone stay here in the near future without warning of the risks.

I felt like my family and I where on the vacation I use to have as kid. The Hotel has a very nice happy safe family vibe about it. Great location just far enough away from the hustle and bustle of the town but close enough should you want to take a visit. The staff were first class! We forgot to ask for a crib when we checked in and we asked very late at night once house keeping had gone home and one of the receptionist got it for us. Pool is heated and the food was a very fair price for the quality we had. I’ll definitely be heading back with my family

Traveled here for a wedding. The rooms were outdated and dirty. Got in late in the evening so we wanted to get some rest. Next morning opened the blinds/door to enjoy an ocean view. Found the previous party's vomit all over the "balcony" and had to call the front desk to get the area hosed down, including the sliding glass door. We should have moved but we tried to be patient. This "all-inclusive" package was terrible. Horrible drinks/food (watch the bartender, slipped me tap water instead of seltzer water). Had to pay extra for wine...what happened to all-inclusive? The wedding was fabulous, unfortunately over a dozen guests got food poisoning to the point of having some to call for medical help and pay for antibiotics and other meds. Ruined the wedding to say the least. They didn't even try to apologize. Don't swim in the ocean: there is a stench at this hotel for good reason: the south portion is polluted. Note the brown, foamy water washing up along the rocks. You can smell it in the rooms and out in the corridors. Staff was mostly nice, but the front desk is desperately unorganized and incompetent. They obviously have not been trained on customer service, or their computer/accounting system including the "head manager". Total chaos in trying to figure out our payment. We were overcharged for our room. We did get our "deluxe" room yet still charged for it. The front desk said we would get a credit. We have not. This place is a complete mess. the only reason we stayed here for five days was to spend time with the wedding party. Never again. Beware.

We checked in this afternoon to a 2 bedroom unit in the South tower. We had thought the units would have been updated since we last stayed in them several years ago. Issues with doors and windows working correctly have not been completed. Water issues remain also with H+C water lacking at times. Very basic supplies, eating utensils and dishes are provided. Bring your own paper towels, dish racks and ice cube trays. We had brought up updates to issues we had noticed in the South tower but it appears to have been to be a wasted effort. I asked the front desk if other rooms were available and was informed there were not any. The views are great. The wait staff is great. The activities director is excellent. Unfortunately, we will have to find another place to stay when we come back to PV after staying here for almost 30 years. Maybe since the South tower has had so many issues it should be replaced. Last, we were informed by a former owner of the resort that timeshare accounted for a minority portion of their business and that they were focusing more on the domestic business. I believe he kept his word.

Allow me to first address the positive and pleasant aspects of my stay. Erik the server was extremely personable, attentive and kind. The property has an accessible beachfront and lagoon area which is really nice for those that love the water. The bellhops were proactive in assisting with luggage and they too were also kind. Puerto Vallarta is my happy place for rest and relaxation and I love the peace, tranquility and the amazing views that come with staying in the Conchas Chicas area. I flew into PV on Friday morning and made it to the resort around 1:30pm. Check in time is 3pm and I was told my room was not ready which was not an issue because I was able to access the pool, restaurant and bar area of the resort until being issued my room keys. I returned to the lobby around 4pm and was told that I would need to wait a little longer for a room. Around 430pm I checked into room 907 and was somewhat repulsed by the appearance and maintenance of the room. I took a shower and became even more frustrated because the water was lukewarm at best but to make matters worse the water from the shower did not drain properly. This was very concerning because it made me feel less confident in the cleanliness of the room. After showering I went downstairs and requested another room after disclosing the issues and concerns that I had in my first room. I was then moved into 1102 and it was a step above the first room but when I wanted to retreat to bed I noticed that each of the pillowcases were dirty and had different textures and strands of hair on every last one of them. Housekeeping came after I made a complaint and by that time I was tired and fatigued that I simply just wanted to rest. The next morning I went downstairs for breakfast and spent some time at the pool and the beach. When I returned to my room to shower there was no running water. Keep in mind this has only been my second day there. I went downstairs to address the issue and was told that they have an area for people to shower and they were working on the issue (leak). I explained that in less than 2hrs of checking into my room that I had been assigned two different rooms and under no circumstances did I feel it would be suitable to use a designated room to shower when I paid for my own suite with the purpose of having a relaxing getaway. Empathy was expressed and the front desk attendant moved me into the North Tower into 519. Thankfully those accommodations were a little better especially the bathroom but I’d be remiss if I did not inform others that this property does have an issue with cleanliness. There were linens on the bed that were stained and by this point I was just ready for Sunday morning to arrive so I could check out and head back home. I have no clue how this is a 5 star property but I would never stay here again even if it were free.