TripAdvisor Traveler Rating

In all honesty we are from Canada and likely spoiled; so my review is going to come off as bias. I’m apologetic as I’m sincerely not trying to offend anyone but just provide my own perspective; but we are used to 5 star ?? experience. This was a horrible experience from check in thru to check out. The staff have been rude for the most part as they cater to Mexican people here at this resort and we felt out of place at this resort and not appreciated as their guests. I really don’t know how this hotel has any positive reviews and that it’s rated as high as it is because it seems like a joke to me. The restaurants were horrible and the food was better on the street “IMO” The hotel building we were in should be condemned and is in need of serious repair and upgrades - There is absolutely now safety and sprinklers in case of a fire ?? didn’t even see a fire extinguisher ?? There is no room service and the worst part is that it’s not handicap accessible for the most part and very difficult to navigate. The pool we went to off the beach was not heated. They had no fresh towels and/or normal hotel amenities. No blended drinks at the pool and or premium drinks. Wouldn’t recommend or come back, spend the time to do your research before staying here.

Our flight was cancelled on December 13, and WestJet placed all passengers at this resort. After staying here, it’s clear why there was availability. The room smelled strongly of black mold, and basic hygiene items were missing—no hand soap and no body wash. Stains all over the chair in the room. By the time we finally checked in and made it to our room, all food options were closed, leaving us with nothing to eat. Accessibility is a major concern. Anyone with a disability or mobility issues would struggle here. The ramps leading to the rooms are extremely steep, and guests must drag luggage over uneven cobblestone pathways. The walls are paper thin—we could hear everything throughout the night. To make matters worse, raccoons were roaming the property eating leftover food. We were so uncomfortable that we tore the beds apart to check for bed bugs. There were people trying to get into our friend’s room too and then banging on their door and yelling. We would never choose to stay here and are very disappointed that WestJet placed passengers in this resort.

What a sad resort. This place needs so much work. Rooms are raggedy and beaten up, no hot water, faucet is loose, lamps are stained and tattered, no sound proofing from courtyard band. Staff for the most part are lovely, the restaurant servers are amazing. It really comes down to the old, raggedy, sad sad resort. Glad I'm not staying longer than 1 night.

Although I will give credit to the staff, Lots of construction on premise. Dirty pool packed , other pool close. Both restaurants were buffet style, Breakfast Lunch and Dinner were well below Average. Constantly running out of food. No bacon no sausage no salt and pepper. Water downed Orange juice. Pool bars were small . 15-20 minutes for a drink with one poor employee doing all the drinks. Sewage leaking from man holes near pool. Beach dirty , table and chairs on Beach dirty. Racoons wandering around in the buffet restaurants. This was an all inclusive. Air Canada Vacation should be embarased . I feel so ripped off. Although Puerto Vallarta is lovely. We went out for dinner 4 times even though we were all inclusive.

First off let me put out there that I’m a “basic white b”, a vegetarian and have been to a few very all inclusive resorts before. My husband booked this trip for our anniversary, and grabbed a great deal on a “4 star” hotel during a not so busy time. When we first arrived, the staff was great, we tipped everyone well and went to our room. The room was spacious and mostly clean, lots of bathroom supplies and the most incredible ocean view. Big bed, big shower, no mirrors anywhere but the bathroom, nothing full length which was a bit strange but what do I need to see all me for anyway? Lol. We got some decent drinks and went to find some dinner. Buffet style was all that was offered, and honestly it was pretty bad. As a vegetarian (yes I know my choice not theirs and they have no obligation to accommodate me) it was rough, and saw that I probably would be eating a lot of white bread and fruit that week. Again, no big deal, this is not an uncommon occurrence for me. My husband is not vegetarian but struggled to find something that he enjoyed. The service was great, the drinks were flowing so we tipped well again and went for a walk. Beautiful beach, lots of chairs and umbrellas, super nice. We tried to get some waters, they were out. We thought maybe we could find some late night snacks, we ended up ordering a pizza and water from Uber eats. Totally fine, this wasn’t as inclusive as we thought or experienced in the past. Next morning we awoke to the construction for a resort next door, and right under the building we were in. They are building what looks like a kid pool right at the base of the hotel building with slides which will be cool. So then to breakfast, again great and kind service but only buffet in 2 locations offered, meat in so many things and they randomly brought out pancakes that we had to line up for but couldn’t get any by the time we got to the front. So bread and fruit again (again I know and that’s okay just kind of hoping for even potatoes without ham in them or eggs without ham in them). Great coffee!! So we try and get some bottled water, they said the staff would bring it to the room but they didn’t…we just asked the cleaning staff and they gave us a bottle off the cart. We asked about the restaurants as this is a 4 star and they advertise 4 restaurants. They said they have the 2 buffets and the restaurant is open only twice a week for dinner. We asked about the pools, as there is a beautiful pool not being used, they said it isn’t open and the other 2 pools are available. So let me say, they are kids pools for the kids and again great! I have kids (they didn’t come on this trip) and love that there is this option but with a few deck chairs and 2 small pools next to each other there was zero options for any sit by the pool with a drink. The pool bar is one guy with some Fresca and 7-up and a few alcohol options. No water! Weird. We went to the beach but not before wading through what smelled like sewage around the pools walkway by the new building. This was always there, always smelled, always puddled up. Again, lovely beach and not too pushy craftspeople selling things. No service on the beach, at least not for us all inclusive people so…? After learning about the pools, food and water, and noting we probably should have investigated this 4 star resort more thoroughly, we decided to find somewhere else to stay for the rest of the time. I didn’t want to Uber Eats the whole time, and I just really wanted to relax by a pool and read my book as I had 4 days left to not be a frantic working mom lol… We close to book at an air bnb very close by, and though I had to cook now (insert eye roll here, I’m so hard done by), it was so relaxing, clean, and had a quiet rooftop pool. So though this advertises as an all inclusive, it really isn’t in the way we had experienced in the past. No day time activities as advertised, night time was karaoke. Pools were crowded and smelled bad, and the bar was over busy and under stocked. This was a hotel with a buffet package, not an all inclusive. I’m not a Karen type, and I tried to just be okay with it all but you do spend a certain amount of money expecting to get what is advertised. The front desk just nodded and let us sign out, like our issues were valid so there was no problem. We didn’t complain, just asked about the pools, the food, the water, the sewage and the service and they just said this is what it is basically. Not rude, the staff were great except for zero beach service. Not sure if our booking site will recognize this as it was an expensive lesson but if you are hoping for a relaxing all inclusive here, perhaps go to the Krystal resort a couple doors down as this was not it.