TripAdvisor Traveler Rating

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.

The entertainment team was warm and enthusiastic- Jocelyn was especially nice. The kids club was phenomenal! The facilities and check in and out procedures were secure and professional. Carmen, Gina, Sandra and Diana were so good with my daughters that they were sad to say goodbye when we left. My youngest was always so excited to go play with them! It was also really nice to have some child free time and relax knowing my girls were happy and being well taken care of. This resort would be 5 stars if I was rating the staff! It loses a bit for the general facilities being a bit worn (beds sagging uncomfortably, maintenance issues in the room) and the selection of food being very limited, but good. We really enjoyed the food at DaMario and Alejandro was maybe the best waiter I’ve ever had.

Do not believe the website photos. Do not make the same mistake I did and save yourself the embarrassment of taking your family here. The room stunk so badly- like feet and then like excrement, especially the bathroom sinks, my bedsheets were stained and dirty, the sofa had stains all over it, the pool didn’t have enough safe entrances for my 61 year old Mother and they closed the pools and kids section too early, the door in my room was broken, the elevators were broken. There are too many things to name. Once I asked to leave and get a refund, the hotel gave me a no, I had to spend hours of my vacation away from my kids to speak to Hyatt and to hotel staff multiple times until they agreed to refund me but then could Not tell me how I could get a refund. This is ridiculous. I think this hotel should be shut down. It gives Hyatt a bad reputation and painted such a bad experience of what Hyatt offers.

Terrible place! They have no regard for nature; they destroy sea turtle nests—an endemic species! They don't protect the marine wildlife in the area; they only care about making money. On top of that, the service for Mexicans is awful—they only treat foreigners well! We witnessed an instance of discrimination there, as well as the destruction of sea turtle nests where the turtles had just laid their eggs! They seem to forget that the beach is public property! A truly awful place. If they don't care about nature, they certainly won't care about your vacations.

Good value for the price we paid - definitely not a high end all-inclusive resort but good for families with young children. No spa facilities were included so not sure why it is called a "Resort & Spa". Was a spa on site but was not part of the resort