TripAdvisor Traveler Rating

I’d start off by saying it was the Good, the Bad and the Ugly! First I’ll talk about the positive aspects of our trip: The beach and the swim up bar are the main attractions. There were 3 employees who gave us good customer service: 1) Guadalupe- Coco Cafe, she was always polite, friendly and very efficient. 2) Isela from the snack truck -She was a very hard worker, always smiling and she looked like she actually enjoyed her job! 3) Jose from the sunclub bar was amazing. He made us special drinks, made a sun out of limes and did a trick pouring beer from a can! Thank you Jose! 4) the Italian restaurant was the only restaurant that the food was good, and all the staff were amazing! Now for the bad: This hotel is definitely not a 4 star resort! This my 3rd time here and my husband’s 2nd. The first time we went was just as they lifted having to do a covid test prior to and after traveling. The buffet was so so, and the customer service wasn’t bad, but it wasn’t great either. The shows were really good. The 2nd time I went with my sister. The buffet was better and staff were friendlier. I liked the beach, swim up bar and the shows were ok( not as good as the first time we went), so that’s why I wanted to go back. My husband didn't want to stay there again so I had to literally convince him to give it another try. What a mistake! The customer service has really gone down hill and the hotel is really outdated! The table cloths at the Mexican restaurant were holy ;the one we sat at also looked like it had a cigarette burn. All of the towels were worn thin and freyed! I can’t believe they allow paying guests to eat off of these table cloths and use these towels. If I was the manager or owner, I’d be so embarrassed! For the first 3 days, we were allowed to take clean towels up to our room for the next day. Our first day there we went to get our towels at 800 as that is when the towel service was supposed to open. No one showed up until after 9! On the 4th day the security guard stopped us and would not let us on the elevator. She literally made us feel like a criminal! I couldn’t have cared a less that we weren’t allowed to take clean towels to our room; it was the way she treated us! No one in the right mind would want to steal these towels as they were very worn. I complained to the concierge( Gerardo) but he just made excuses for her behavior and the worn out towels. Both the security guard and Gerardo’s behavior was unacceptable! Neither one of them cares about customer service! We saw how the security guard treated 2 young kids who had wrapped the towels around them and were on their way to their room, and we met another couple from Canada who had the same experience over the towels with the same security guard. They called the manager and they were finally told they were allowed to take 1 towel up? We’ve been to several all inclusive resorts, and have always grabbed clean towels for the next day, and have never had an issue. We also had a clear view of the pool from our balcony, and at 730 am people were already saving their lawn chairs with towels. How did they get the towels if the towel service doesn’t open til 8am. We told the concierge manager ( Gerado) that there were no signs up at all saying you weren’t allowed to take towels to your room. He said someone must have moved them. All of a sudden the next day we saw a few signs! Since our experience over the towels , we saw the same security guard allow 2 different families up to their room with towels. They appeared to be locals, so I guess the way you are treated depends on the color of your skin! Unfortunately, I didn’t get her name, but she knows who she is and so does Gerardo the concierge manager! The food at this resort was absolutely horrible. The buffet was exactly the same for breakfast, lunch and dinner. All they had was fish and bland chicken. We didn’t have bacon at the breakfast buffet once. The lettuce and veggies were wilted and soggy, and the salad dressing was bland. The rest of the food was dry, and cold! Every other resort we’ve been to make fresh pasta for you, but here they just had it in hot plates and it was always cold and dry. We ate lunch mainly at the snack truck, but who wants to eat hamburgers and nacho chips every day? We up graded to the sun club, but it was not worth it at all. The only time you get premium alcohol was at the sun club lounge which is out of the way from beach, pool and lobby. The butler service on the beach was minimal. Most of the time we had to go get our drinks, and we only had turn down service once. Twice they didn’t even clean our room. The sea side grill which is for sunclub customers only was also horrible! Don’t upgrade to sunclub; all it is is a waist of your money. We really felt like locals get special treatment at this resort. We’ve heard this comment from other guests as well. I am not saying we should get better treatment. I’m a firm believer that everyone should be treated equal, but if you pay extra for a different level of service, you should at least get what you are paying for. Now for the ugly: as mentioned before the rooms are very out dated, the towels are very worn and freyed, and table cloths at Mexican restaurant were filled with holes. I’ve been to puerto Vallarta 6 times, 3 of the times were at this resort. Never again! I’d give this resort a 3 star, and that’s being generous!

What a fabulous holiday at the Sunscape....check in was quick and it was really nice to arrive a bit early and be able to enjoy the afternoon....this being our third time here it was nice to see the new wrist bands so no room key was required....we would like to acknowledge several of the staff....Betty from housekeeping who did a fabulous job...Alessandra, the concierge was so helpful and quick to say hello whenever we saw her....Isela who worked at the food truck was a great help and a tireless worker....Sergio on the activities team really kept things humming and such a nice person.........the food was excellent as the buffets always offered plenty of choices, the specialty restaurants were well staffed with great food, and the food truck offered enough of a delicious variety that we had lunch there most days....while this is an older resort it is well maintained but could use a few more garbage cans and to mop up the pool area bathrooms a bit more often in the afternoons.....the location is perfect with a spectacular beach and safe walking on the street....the Sun Club area on the beach could be more regulated for members only, and with better signage....our holiday was wonderful... great weather, terrific food, and a really fantastic staff...What more can one ask for !!!!!!

The resort has been well loved! The staff were accommodating during the check in process. Had to switch our room due to cockroaches and location of our first room. The food was good, except not much variety. We had children under the age of 8 so we couldn’t dine at the Italian restaurant and tiki taco wasn’t always open so we only had the buffet and snack shack to eat at which was fine. We ended up eating off the resort more than expected due to that. It was very clean and the rooms were serviced daily however bottled water was not always stocked in the fridge and we had to ask multiple times to get bottled water in our room. I loved how everything in this resort was easily accessible! If you’re not expecting luxury this hotel has what you need and overall had a wonderful vacation.

Some exceptional staff make this a good place to stay. Desperately needs repairs, updated rooms, more chairs and repair them, more bar staff to decrease line ups and wait time.

Location is close to the beach and the Malecon. Atmosphere from the staff was always energetic, welcoming and was built from always wanting to get to know the staff. Rooms were fair, decent sized but seemed inconsistent from one room to the next (amount of AC, Size of Tv, and consistency of water temperature). Noise levels were quiet in the morning but loud until at least 10:30-11pm. Food has been quite inconsistent good breakfast, cold lunches, and most lunches were the same all week. As a result of the food inconsistencies we ate out most nights.