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Dear Villa Group Management, My husband and I have been members of the Villa Group for many years. During that time, we have upgraded our membership several times and have always considered ourselves loyal members of the Villa Group. We have even discussed another upgrade. However, after our experiences during our most recent visits, we have decided that we cannot justify investing further in our membership at this time. The quality of our experiences at Villa del Palmar Puerto Vallarta has declined significantly. We have endured numerous remodels and changes to the property because we believed they would ultimately result in an improved vacation experience. Unfortunately, we feel that the opposite has happened. Amenities and services continue to disappear, while members are receiving less and less in return. Some examples include the removal of the sports bar, market, and common areas, the loss of one of the pools, and the constant chaos and disruption around the property. This year alone, we spent two weeks at the property in May–June and another two weeks in August–September. During those stays, we experienced pools closing early, no one being available to check out pickleball equipment, only one restaurant operating per night, only one bar being open for much of the day, and virtually no nightly entertainment. The cost of food and drinks has also become unreasonable, particularly considering the extremely small portions. As a result, after approximately ten years of purchasing the all-inclusive option, we have reached the point where we refuse to eat or drink at the property because we no longer feel that the value is there. Individually, some of these issues may seem minor. Collectively, however, they have substantially diminished the vacation experience we are paying for. With every trip, it seems another service, amenity, or convenience is removed from the member experience. Recent Experience With Front Desk Staff The primary reason I am submitting this formal complaint is our most recent trip to Puerto Vallarta. The conduct of the front desk staff was extremely disappointing. In particular, my interactions with the male employees at guest check-in were consistently rude and dismissive. This did not feel like an isolated interaction with one employee; rather, I experienced the same unwillingness to assist from multiple employees. When we arrived in August, the property appeared to be operating at approximately 25% capacity. I requested a ground-floor room because I was traveling with three disabled individuals, including my husband, who had recently undergone a total knee replacement. Because of their circumstances, upper floors can be extremely difficult. The elevators are not always operational, and stairs are not a reasonable option for them. I completely understand that a particular room request cannot always be accommodated when a property is full. What was especially frustrating in this situation was that the property appeared to have significant availability, yet the employee checking us in showed no interest whatsoever in trying to accommodate the request or finding an alternative solution. Given our circumstances and our long-standing membership, I expected considerably more compassion and assistance. Incident Involving Alfredo Faias I also want to specifically address the conduct of Alfredo Faias, the pool concierge. My experience with Alfredo was extremely upsetting. My husband had recently undergone a total knee replacement and was still disabled and experiencing significant pain, swelling, and limited mobility. After arriving at the pool, we noticed that the cushions that had previously been available for the pool chairs had been removed. We assumed they had been put away for the rainy season and believed that, given my husband's medical condition, it would be reasonable to request one for his use during our two-week stay. We located Alfredo and explained the situation in detail. We explained that my husband had recently undergone a total knee replacement, showed Alfredo his knee, and explained that he could not comfortably sit on the pool chairs without additional support. The chairs were causing him significant discomfort and contributing to swelling in his leg, making it difficult for him to enjoy the pool area. Rather than listening or attempting to help, Alfredo shrugged us off, rolled his eyes, gave us what I perceived as a dirty look, and told us to go to the front desk because obtaining a cushion was not his job. He then immediately went to the front desk. When I arrived at the front desk shortly afterward, Alfredo was speaking with Ivan Sanchez. I asked Alfredo whether he had already explained our situation to Ivan and whether he had told him not to assist us. Alfredo smirked, rolled his eyes, and walked away. I then attempted to explain the situation directly to Ivan. Unfortunately, his response was equally dismissive. He would not listen to the medical reason for our request and simply told me that cushions were not available on the property and that my request was denied. I explained that the cushions were, in fact, on the property and had simply been stored away. I could not understand why a basic chair cushion could not be provided to a member whose husband had a recent major surgery and was physically unable to sit comfortably without one. Ivan refused to discuss the matter with me. He walked away with what I perceived as a smirk and an attitude that suggested he had no interest in addressing the issue. I asked to speak with another manager. Ivan laughed and told me that he was the only person in charge. I responded that there would presumably be another person in management available the following day. He again laughed and said that he himself was the person in charge. At that point, I was extremely upset and went to the member concierge, Alondra Cejas. Recognition for Alondra Cejas and Liebeth Cuevas I want to make it very clear that Alondra Cejas deserves recognition for how she handled this situation. Alondra has consistently been one of the most helpful employees we have encountered during our years with the Villa Group. She goes above and beyond to make sure our stays are enjoyable. She checks on us, listens to our concerns, and genuinely tries to resolve problems. When I approached her in tears and explained what had happened with Alfredo and Ivan, she took the time to listen and understand the situation. She then introduced me to Liebeth Cuevas in Member Services. Between these two women, the problem was finally resolved. They listened. They understood why the request was medically necessary. They worked together to find a solution, and within approximately an hour they were able to arrange for a pool cushion to be checked out to our room for my husband's use. That is the level of service I expect from the Villa Group. These two women made me feel heard and treated me with compassion and respect. Without their intervention, I genuinely believe my husband's pain and swelling could have significantly affected our vacation and potentially forced us to leave early. I want management to know that their efforts did not go unnoticed. Alondra and Liebeth demonstrated the kind of customer service and member care that has kept us loyal to the Villa Group for so many years. Continued Conduct of Alfredo and Ivan Unfortunately, our interactions with Alfredo and Ivan did not improve after this incident. We continued to encounter behavior that I found rude and dismissive throughout the remainder of our stay. Alfredo was at the pool every day, and his conduct made me uncomfortable. I repeatedly observed him providing extensive attention and service to guests who were tipping him while appearing to disregard other guests. I am not suggesting that employees should not accept tips or provide appropriate service to guests. My concern is that every member and guest should receive basic courtesy, assistance, and respect regardless of whether they are tipping an employee. Additional Concern Regarding Pool Conduct I also want to report another incident involving Alfredo. During our stay, there was a couple at the pool engaging in highly inappropriate and sexual behavior in a public family environment. They were apparently recording a sexual video of themselves at the pool. Another female guest approached Alfredo and asked him to intervene. According to what I personally observed, Alfredo did not take meaningful action. The behavior continued, including the woman touching herself inside her swimsuit while her partner filmed her. Other guests attempted to bring the situation to Alfredo's attention, yet he appeared to dismiss their concerns and continued walking. Regardless of whether an employee personally finds such behavior offensive, this was taking place in a public pool area where families and other resort guests were present. I believe management should have clear standards regarding sexually explicit behavior and recording such activity in common areas, along with procedures for employees to address violations. What We Expect as Long-Term Members We are not new customers who stayed once and decided to complain. We have been loyal Villa Group members for many years. We have upgraded our membership multiple times and have continued returning because we believed in the value of our relationship with the company. That is precisely why these experiences are so disappointing. We have accepted construction, remodeling, changing amenities, and various inconveniences over the years because we trusted that the property was being improved. Instead, we increasingly feel that members are being asked to pay more while receiving less. We understand that properties change and that operational circumstances can affect available amenities. What is much harder to accept is the apparent lack of communication, the reduction in services, and—most importantly—the way some employees treat members when they raise legitimate concerns. The situation involving my husband's recent knee replacement was particularly troubling. We were asking for something extremely simple: a cushion that would allow a recently operated, disabled member to sit comfortably at the pool. The initial response was not merely a denial; it was the dismissive and disrespectful manner in which our request was handled. That should never happen to a member, particularly one who has demonstrated years of loyalty to the company. I am asking Villa Group management to please investigate: • The conduct of Alfredo Faias during our interactions and throughout our stay. • The conduct of Ivan Sanchez, particularly his handling of our accessibility-related request. • The circumstances surrounding the refusal to provide a pool cushion and why the request had to be escalated before a reasonable accommodation could be arranged. • The availability and communication of accessible accommodations for members traveling with disabilities or temporary mobility limitations. • The current reduction in resort amenities and services at Villa del Palmar Puerto Vallarta. • The enforcement of appropriate standards of conduct in the pool and other common areas. • The customer-service expectations and training provided to front desk and pool personnel. We would also appreciate a meaningful response explaining what Villa Group intends to do to address these concerns. At this point, we have decided not to upgrade our membership. That decision is directly related to the decline in the quality and consistency of our experiences as members. We hope management will take this complaint seriously because we would much rather see the Villa Group restore the level of service and member experience that originally earned our loyalty than continue watching the value of our membership diminish. Again, I want to specifically recognize Alondra Cejas and Liebeth Cuevas. Their compassion, professionalism, and willingness to listen turned an extremely frustrating situation into one that was ultimately resolved. They demonstrated exactly how a member should be treated. I look forward to hearing from management regarding this complaint and the steps that will be taken to address these issues. Sincerely, Michelle Schmidt

Ive vacations here a few times because its a hotel option with my time share. My trip I returned from a few days ago was disappointing. The resort has gone down hill. Definitely needs a upgrade. The market might as well be closed completely its a tiny little spot now. The sports bar is closed and I'm glad I didnt do all inclusive this trip because there was only one restaurant open at a time maybe thats because its the rainy season and it was slower. My advice is dont shop at the jewelry vendor that sets up inside the hotel. The "silver" toe ring I bought tarnished in 2 days and his solution was to wash it with shampoo?. The 2 positives at the resort is Daniel, the server, we look for him everytime we are there. He's amazing! Even if the tip is included on your tab leaving the staff 10$ extra dollars won't kill ya. Roger, our concierge was Awesome. So helpful everytime we needed something and checked in on us everyday. Supposedly this resort is being updated. I hope so because we like PV. Do spend your money with Emmanuel, the jewelry vendor on the beach. His silver is legit and his sister's do great braids and massages.

Alfredo was SO wonderful, helpful with our big family of 19 & gave us an experience of a lifetime!!!!

Alfredo went above and beyond to help us and our large family. He was very courteous and took care of the whole family and not just the elite members.

This resort is was such a disappointment The best part were the people and pool area They are trying to sell shares in a building that has not been upgraded in 40 years I would not book if your looking for above a two star rating