TripAdvisor Traveler Rating

We stayed at Sunscape Puerto Vallarta previously in March 2021 and had a positive experience, which is why we chose to return. Unfortunately, this visit was a major disappointment and the resort seems to have declined significantly. The biggest issue was dining. World Café is essentially the main option for breakfast and lunch and also serves dinner, so it was frequently crowded with long lines and difficulty finding seating. Breakfast could be especially frustrating, with 10–15 minute waits at the taco and omelet stations because there simply was not enough staffing. There also are not enough restaurant choices for a full week at an all-inclusive resort. Some of the food itself was very good. Da Mario was easily the best dining experience, with delicious food and excellent service, and it was the only restaurant that really felt like a nice restaurant. Seaside Grill also had very good food and service, although it was extremely noisy at dinner when the pool was still open and music was blasting nearby. Tiki Taco was good but uncomfortably hot. The Snack Machine was particularly unappealing. There were few places to sit, the picnic tables were not well maintained, birds and flies were around the food and condiment areas, and the nacho bar looked messy and unclean. We were also told we could not take food back to the regular pool lounge chairs unless we were in certain reserved/cabana areas. Several resort policies made the stay unnecessarily frustrating. Our 14- and 16-year-old children were not allowed to have room keys because of their ages, which made it very difficult for everyone to have any independence. I was also repeatedly turned away from World Café for wearing a tank top despite the restaurant being outdoors in a hot tropical climate and other guests wearing equally casual clothing. At Da Mario, I was required to return to our fifth-floor room to change out of nice sandals and into gym shoes. The irony of the World Café dress code was hard to ignore when, during one meal, a bird sitting in the rafters actually defecated directly onto my son's shirt. The resort really needs better bird deterrents around the dining areas. Our room also had very weak air conditioning for the first several days. We made approximately three service requests before there was finally some improvement. Our minibar was completely empty when we arrived, and after asking for it to be stocked, we were told only water—not soda—would be replenished during our week-long stay unless we had Sun Club privileges. There was also no room service available to us. Those kinds of restrictions feel out of place at an all-inclusive resort. One of the main elevators was out of service for our entire stay, leaving essentially one working guest elevator. At times the alternate/staff elevator was unavailable as well, which meant taking the stairs to our fifth-floor room. The pool and beach areas were generally enjoyable, but even there the resort seemed understaffed. Several times the bars ran out of cups, including the pool bar, and after waiting in line we were told to go get our reusable mugs if we wanted a drink while used cups were sitting around the pool waiting to be collected. Checkout left an especially bad final impression. We checked out about an hour before our shuttle arrived and our wristbands were immediately cut off. While still at the resort waiting for transportation, we tried to get smoothies from the lobby bar and were refused service because we no longer had wristbands. I had to return to the front desk and ask for temporary bands just so my family could get a drink while waiting to leave. We booked directly through World of Hyatt and I am a Discoverist member, but other than being verbally acknowledged, our Hyatt status seemed to mean virtually nothing. I understand that Discoverist does not equal Sun Club, but the overall experience did not feel like what we have come to expect from a Hyatt-affiliated property. I do want to recognize the employees who were clearly trying hard. Christian from the entertainment team was excellent and provided us with a great kayaking experience. Da Mario's staff were also wonderful. In many cases, the employees seemed to be doing their best while simply being understaffed. Overall, this was especially disappointing because we had enjoyed this resort before. The food quality was often good and there were some excellent employees, but the limited dining capacity, staffing issues, maintenance problems, restrictive policies, and lack of basic all-inclusive conveniences made the overall experience frustrating. Based on this stay, we would not return.

Did not enjoy my stay. Left within 48 hours. Now I wait for my refund. Too many children. Food options are very very minimal

Went with my best friend for 10 days, and it was an amazing experience! Service was unmatched, especially with Miguel Angel, Oscar, Dylan, and José at the restaurants. The entertainers Jocelyn, Erik, Sergio, Kevin, and Cristian were huge stand outs! Although every worker was diligent and warm, and made us feel safe and well-looked after. There are plenty of fun activities from kayaking to karaoke, and the food was pretty good! Sea Side Grill and Da Mario were our favourites. Our room was well pampered and clean thanks to Beatriz, with a great partial view of the resort and the ocean. The pool was clean, the beach was beautiful, and the bars served plenty of delicious drinks too. Mario and Victor were awesome bartenders, and shout out to Jorge, Francisco, and Andrea as well for their kindness and assistance! Only "complaints" we would have are the constant beach vendors and how difficult it was to get more bottles of water sent to our room. Overall, would highly recommend this resort for your next trip to Mexico!

Great staff, bad hotel. Was sure for a renovation maybe 15 years ago. Mold in my room, fixtures not working. Definitely not what I was expecting. Food was just 'eh'. Severely understaffed so wait times for anything is long! But the employees are the only reason they got the rating they did. Oh and the views.

I stayed three days at Sunscape Puerto Vallarta and the only Pool available was always filled with debris and opaque water. The World Cafe restaurant had large birds flying over inside and eating from plates on tables. Some Restaurant were Closed during our three day stay. No great selection nor good quality food/meals in restaurants. Only the Mario's restaurant offered good quality food. The elevator was under-construction and smell metal burning. The rooms are deteriorated, doors and wood finish was old and damaged, as well as TV and controls not working nor cricked. The Rules I did not like for All Inclusive in the hotel: they do not restock Minibar in room, you have to wear bracelets to use facilities and services, and they have specific times to get a Frappuccino in Coco's Cafe, and sometimes the server did not have ice, so I had to get the ice from the Bar and he could make me one.