The Hacienda at Hilton Puerto Vallarta reviews

TripAdvisor Traveler Rating

4.0 Very Good

  • Cleanliness 4.5
  • Location 4.5
  • Rooms 4.0
  • Service 4.5
  • Value 4.0

5320 TripAdvisor reviews

TripAdvisor users rated this property 5 out of 5

Awesome Servic!

rosalindw574 on Jul 04, 2022

Juan Jose and Luis were Awesome! Very attentive and took very good care of us. The resort is very beautiful. There were enough beach chairs and cabanas available. The Mediterranean was my favorite. Luis at the snack bar was great. Definitely recommend this resort!

TripAdvisor users rated this property 2 out of 5

Deceiving, falsely advertised

jojob862 on Jul 04, 2022

Hotel is deceiving. We stayed in a Jr private double bed suite ocean view. First of all, it wasn't a suite it was a basic room. We were forced to switch it from La Hacienda due to our 3yr old. Room was nothing as advertised or pictures. None of the sitting in the deck of our pool had bedding. Just the plastic hard surface. Not one single table in the deck area as shown. Lounge pool not a pool, which not described in description. Surface of pool was concrete & rough. My 3yrs & all of us scraped our selfs multiple times vs. Hacienda is beautifully tiled. Our pool was facing the ocean but had a full deck for other hotel guest right across it with lounge chairs & umbrella. No privacy, the two floors above us could also look down on us. The roof in our deck was falling apart & leaking from the Jacuzzi in that balcony. Our room was very pricey, was quoted something, when check in I was charged $1,000 more, when it was paid. Our room wasn't ready. It was way pass check in time over 5:30pm still waiting to check in. When my husband went to ask he was told we still had a balance although we had paid. I was so tired, stressed. My 3yr old was in the beach in pants & Tshirt, bell service had our luggage. I had no where to change his diaper. Check I'm was horrible. Also, this place is not all inclusive. During check out we had a bill. We were aware of the $8 delivery fee, but each room service fee was different, front office staff told us that some food item are different prices no where was this mentioned. I'm not referring to the specialty out of pocket menu from the restaurants. Room service also charges us for every single can beverage we got soda, mineral water, non were alcohol. But regardless it was suppose to all inclusive. So be aware that it won't just be a $8 delivery fee. Spa didn't have any availability, couple area was under remodeling so that wasn't available. Cafe & Deli closed due to construction. A lot of the areas were adult only, including restaurants. Definitely, not family oriented. Buffet food was okay. Didn't have high expectations as I had read horrible reviews. All restaurants required reservations that could only be made the day off in Concierge, that was inconvenience if you were planning excursions. I really wanted to like this place, but from check in to every single day there was something. The check out process was another headache that wasn't fast & easy. Took us atleast over 15 min. Majority of the staff working a side from front desk, were very nice & hard working. Security people at the entrance & exit were super nice & on it! Felt very safe. Lobby people also, immediately greeted you, welcome you & offered help. Location was easy, but did have to user a lot of Uber's to get around. Due to the inconvenience of reservations we did eat few lunches & dinners while out. I gave stayed in multiple hilton hotels in MX & USA never had as many inconveniences as this one. It hurts to give this review based on the property & front desk staff, because all the other workers were amazing.

TripAdvisor users rated this property 4 out of 5

Front Desk Rude, loved buffet staff.

xiomarat137 on Jul 01, 2022

Upon checking in, Luis, bell man was very helpful and informative on information I should have been given at front desk. The front desk Llanely was super rude and on top of that a liar! She had claimed one of our party had yelled at her. Totally false! She had no compassion, no class, very unprofessional. Only professional at front desk is Daniel. Buffet staff exceeded our expectations. The ones that stand out and shine the most, Eulises, Miguel, Emma, and Karen. They made our stay very pleasant. Our baby got sick and Emma was very sweet to offer a veggie soup for her. We even thank el capitán Fernando. If you book this hotel, go with a suite that overlooks the water. You will fall in love with its views. We had a very rough check in with Llanely but she didn’t stop us from getting to know other staff, her ugly reflection hasn’t gotten to other staff. Our party agreed Hilton PV should have most of their front desk be trained at the buffet so they can learn something from them. At Our last breakfast, we were surprised by Emma with these delicious carrot cake and brownies. Thank you guys for going the extra mile to make our stay very pleasant. Hopefully that nasty person is no longer there wherever I return to Hilton.

TripAdvisor users rated this property 1 out of 5

Disbelief in the structural condition

mcbridefamily99 (Olympia, Washington) on Jun 30, 2022

We spent a wonderful week in Puerto Vallarta and at the airport our flight was cancelled. They put us up here. After a week in paradise coming to this hotel was disgusting and disappointing. Check in took forever but that was totally understandable considering they just received half a plane full of people they weren't prepared for. However, that is not an excuse to be rude. After we were finally given keys we were shooed off with no instructions. No idea where the room was, where the elevators were, where restaurants were. The condition of the hotel was outrageous. It should not be open for guests. There were floods abd leaks everywhere. We were placed in a section under construction that had no roof. The rooms smelled of stale cigarette and mold. My sheets had lipstick marks and hair on them. House keeping came and looked and agreed to provide new bedding. There was a storm that night and with no roof, our area was soaked. The elevators flooded abd were inoperable. There was no sign indicating the elevators were out. Guests just got to stand and wait and wait to learn. There were several other things not worth mentioning and had it not been for the unsafe conditions of the building I wouldn't bother with a review. If our flight would have been canceled another day I would have demanded the airline put us up so.ewhere else or I would have paid for somewhere myself. If this hotel were in the US it would be condemned and not allowed occupancy

TripAdvisor users rated this property 4 out of 5

Horrible massage therapist attitude

FrankRox79 (Puerto Vallarta, Mexico) on Jun 30, 2022

I went to this resort a couple days ago and was having a great time at the beach watching the sunset untill this laddy started seting her stuff right infront of us for a masagge, we nicely ask if she could move a little bit to the right and she with a sarcastic smile told us: how about You Move instead? I was shocked at her response….

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