TripAdvisor Traveler Rating

My one star rating is not reflective of the property, entertainment and server staff, but with the lack of tech support staff, which is non existant. There is a specific Tech office where a young lady sits staring at her huge computer screen. She is only a receptionist and knows nothing about tech support, she is useless. We are here for 14 days and it's only been the last 4 days that we started to complain about the lack of English speaking channels, irrespective that the staff insist there are 10 English speaking channels. Fox news and a couple of CNN channels are the only English channels. The staff blatantly LIE when they say someone will be up, because it never happens, and then they ultimately ghost you because they can't help you. While we didn't come to Mexico to watch TV, having said that, we also don't stay up late and so it would at least be nice to watch a movie before bed. For a 4star Mariott hotel it's inconceivable that this is such a problem with no apparent solution and the 'So sorry" is a pathetic response. We travel extensively and normally book Fairmont hotels and now I know why. So frustrating and if I ever return to PV, I will definitely consider other hotel choices.

Sand in front is coarse and rocky. Food is great at Punta Sol. The 5 star gaviotas is a 3 dressed up like a 5. The grilled vegetables was a thick hunk of eggplant with 3 paper thin slices of zucchini and tomato. Had to hit the buffet for a salad afterwards. But the worst thing is the TV. Only 5 stations in English all American news.(Had several English stations when we arrived but after power outage al Spanish speaking only with Spanish subtitles. I called and they said they would be right up. No one came. I called the next day the said they would get back to me they never did. Very unprofessional! This made me forget about any of the good attributes of this property

Mariana was so fun and helpful. She taught us how to make huichol art. She is a kids expert and very creative person. The kids had a great time

I want to say that my poor review has nothing to do about the staff below…Luis was what made our day more special and fun…When we arrived I had a great experience with Luis at the pool running the games. There was a football contest that was very entertaining. He is great at entertaining and getting everything involved… With that being said, our shower did not work correctly and there was black mold everywhere. When we booked we did not know that since we were here with a large party that the rooms were two beds instead of one. When we went to the desk when we arrived they said they would move us the next day no problem. When my wife went back to the front desk the next day they said there was nothing they could do for us and that they were booked. This is the problem, poor customer service and just lies. We would have unpacked and settled in already but telling us we would move the next day we have kept out things in our luggage. They need to work on their customer service 100 percent and stop asking you if you want a time share every time you enter the lobby. I’m on. Vacation not trying to be harassed about a damn time share. Do better Sheraton, Luis saved you from being 1 star.

It was awesome the food was great and the staff are excellent also the entertainment was fantastic volleyball is so fun and everyone is so kind. The survice is awsome and everything feels so amazing. They also have great drink’s. Jimena is so kind and Mariana is so funny