A true Mexican tradition in décor, spaces and culinary experience is waiting for you at The Hacienda, the newest section at the all-inclusive Hilton Puerto Vallarta. It is a collection of 192 junior suites placed around a central courtyard with beautiful palm trees and gardens that even includes a traditional aqueduct, a means to transport water from one place to another in the old days. Enjoy the soothing and relaxing atmosphere of a typical Mexican Hacienda; delight with traditional dishes; sit in a private patio... it is all about experiencing the old ways. As a guest of The Hacienda, you will experience personalized attention and convenient privileges.
The Hacienda at Hilton accepts guests ages 13 years and above.
Guests of The Hacienda at Hilton Puerto Vallarta have access to all services and amenities at the Hilton Puerto Vallarta.
Round-trip airport transfers
Experienced concierge service, personalize check in with welcome beverage, and dedicated butler service.
Inclusions subject to change without notice at the discretion of the property. Some restrictions may apply.
Alejandra models what hospitality is supposed to be
Aug 09, 2022
I've often wondered why the hotel industry in the US is often referred to as the Hospitality industry. Several staff at this resort - one in particular - helped me understand why. Alejandra, an Asst. Mgr. as close as I could tell, sincerely made our stay remarkable.
When we first arrived, we were tired from a long flight, sweaty and sticky from the brutal humidity during the rainy season, and we were still in our travel attire, which was definitely not suitable for the weather. Alejandra, however, was welcoming and pleasant, the gleam in her eye as she smiled while masked, was just as inviting as her words. She was calm, conversational, patient, informative, and personable.
She was also very reliable, even more so than we realized. We had an AC issue the first morning (2nd day). Part of it was our lack of understanding how the AC shuts off when the patio doors are not closed right, but it also would not come back on when we figured that out. Alejandra reported it, informed the pool concierge so another staff was aware and could coordinate if she was pulled elsewhere, and both of them followed up with us when it was fixed.
2 days after, the AC quit for good. We called mid-evening to the front desk, as Alejandra had already left. The desk staff said there had been an issue with the chiller but was fixed and should be cool in 2 hours. 3.5 hours later, it was not, and we called down and asked for someone to come up, but no one ever showed. We ended up sleeping on top of the covers, sweating, all night. The next morning we informed Alejandra, and we found out there was trouble with our tower's system and many units were not functioning properly. Although their reservations were tight, Alejandra was able to manage getting us a new room and upgraded us a little due to the repeated AC issues and no one showing up. At that point, our vacation could have gone in either a negative or positive direction. Alejandra's efforts made all the difference, and the next few days were wonderful!
On my wife's birthday, I asked on a whim, whether the hotel did anything for birthdays. Alejandra gave me two options involving balloons. We made a plan to have it done while we were away for the day and charge it to the room, and when we returned, not only was there an extravagant balloon arrangement, there was chilled champagne (the best champagne I've ever had and I'm not a big fan of it), chocolate covered strawberries, and the most adorable towel arrangement of 2 swans kissing and forming the shape of a heart! Later, I found out that it couldn't be charged to the room, and Alejandra went above and beyond to make that happen without us paying up front. Usually my wife guesses all my surprises well before I can spring them, but this one took her completely by surprise and was especially heartwarming for all of us.
We found ourselves checking in with Alejandra every day just to say hi and make sure she was doing ok, too. We shared stories here and there, joked around, and connected in a way we've never connected with any other hotel staff. She had made us feel, not just welcomed, but more like a part of small friendly community. Now I realize why they call it the Hospitality industry, but to be honest, Alejandra is the first we've experienced to live up to that aspiration. I wish every staff member at every hotel was like Alejandra!
An amazing birthday celebration.
Aug 08, 2022
Diana from the Concierge office was amazing in setting up the birthday celebration in the room. It was absolutely worth the money and I encourage everybody that is celebrating a birthday at that property to speak to Diana. She will absolutely make it a very special day.