TripAdvisor Traveler Rating

Poor experience… lets hope it gets better. Only Dario has been kind and warm. Most of the staff in a bad mood or with long faces (I know, its hot, but come on! You live here and give customer service) check in time really slow and tedious. It took less time to arrive from mexico city than your process. No managers in sight.

The staff is terrible, check in process is a mess, 3 hours to get a room, everyone is not polite, food wise, no healthy options, all spicy, no sugar free beverages, old rooms, don’t be fooled it has no beach, you need to take a transport to a beach club, drivers not friendly, really small and crowded, so far the worst experience ever

My wife and I went for our anniversary. Jean Carlos was outstanding in trying to help make our stay wonderful. He was great and we truly appreciated his efforts.

Our stay at Park Royal was pleasant. We dined at all three on-site restaurants, and while the food was decent, it could benefit from being served warmer, and the drinks should be better chilled. They need to upgrade the sofa bed and restroom.Overall, it was a great experience!

Ok so I am writing this review about the hotel and not the staff. We received excellent client service from all staff. Here are the issues with this hotel: Beach- non swimmable, it’s like a vacuum with 6-10 feet waives Location- even thought the hotel had transportation to the rooms and the beach, if you wanted to get to a restaurant on upper levels or to the room on foot it’s literally a hike. The hotel is located on a mountain and it has 10 levels and each building has two levels. There are stairs for miles and I only saw 2 elevators: in the lobby and building 6. Hotel it’s advertised as accessible for people with disabilities, in my personal opinion is not. Gym- the equipment is outdated, unkept, no cardio equipment besides 2 bicycles that didn’t have a speedometer or workout level. It’s moldy and dirty. I didn’t see people use it. I personally used it twice on my 7 day stay. Spa- moldy smell, with still air and 1 room with no privacy doors. Golf- Just FYI don’t bring your golf clubs and don’t make the mistake to book the hotel because it’s close to the golf course, like I did. The hotel advertises the amenity with additional cost. Well let me break it to you, the golf course has been closed since 2023 and converted to a National Park, currently in litigation with indefinite closure. The website is still active and it’s says nothing about the closure. Room minibar- there is nothing in there. You will have to buy your own water bottle and soft drinks. Shower water- hot temperature is not regulated, so if you have small kids it’s a hazard. Pool upper deck- Beautiful view, but on my stay a kid pooped in it and nobody cleaned it, people were still swimming in it. Room balcony- I got the ocean view, so gorgeous view, big balcony but no use for it, since it had only a small table and 2 chairs… Food- well with only 2 restaurants and 1 buffet it was to be expected for food choice to be limited…however there were not even selection of seasonal fruits and veggies. The only time I was able to get fruit it was at the breakfast: watermelon, pineapple, papaya, that’s it…not even bananas when we are surrounded by them. Who cares about the variety of sweets, when you can even have the basics healthy nutrition. These are just some of major issues that I found with this hotel. I stayed before at the Grand Park Royal in Puerto Vallarta, so I was not expecting the same level of amenities, but this hotel does not deserve a 4 star rating at all. This is my first poor review and sure hope so is the last one. Really disappointed by this hotel and never returning.