TripAdvisor Traveler Rating

I brought my family from India hoping to spend good vacations. And the only thing we found was very bad service, cockroaches, no maintenance and to my point were racists towards me and my family. We wanted to play billiards and not knowing that we had to reserve the table, we just took the sticks and billiards balls and started playing. Then the caretaker came and angrily asked us who permitted us to play. In my opinion, be careful while going to this hotel.

Worst hotel ever! Avoid this place at all cost, I’m sure their positive reviews are paid. Very old and unmaintained hotel, smells like sewage, the elevators didn’t work half of the day so travelling with people with limited mobility is a nightmare. Cockroaches on the bed and closets. My sister got bites of what we are thinking are bedbugs, showers are rusty and old, food is very mediocre, service is very bad. The checkout and checkin process is very slow and they don’t have enough air or fans to bear the hot on the lobby. The ac in the room never worked so it was a nightmare to sleep. The walls on the bars and restaurants are full of humidity and I can keep writing but you got my point…

We arrived to a room where the AC didn't work. After 12 hours of waiting for maintenance to arrive we ended up changing rooms at 10pm, packing up and dragging our 3 year olds around. The AC in the new room worked initially but the safe was missing. Front desk staff repeatedly assured us that maintenance would be there shortly ... 6 days later there was still no safe. The AC also stopped working in that room. Just not up to par and we gave up talking to the front desk.

This place is messed up. 1st day, they gave us a room that the bathroom door was broken, the fridge was not working. The sofa/couch was dirty, they lights were broken. There were no towels available for 24 hours. The next day at 12pm, we left the room to go to a better room. And the ac is not working. They gave us the keys to go look 3 other rooms. The room that was not used recently at all. We spent almost 35 hundred and still don't have a room that everything is working. They keep checking in people, and they will have the better rooms, and the one who are already staying and keep complaining, they don't care. I will not come here anymore. Bunch of kids around, who keep drinking and making noises in hall ways.

Lots to talk about. Neutral: 1. This is a locals’ resort. The majority of patrons will be Mexican families from inland states on their beach vacation. 2. This is a resort built for families with kids. There’re tons of activities and games that kids can engage on. 3. Everyone spoke English. Some better than others, but we didn’t run into anyone who wasn’t fluent. Pros: 1. Location: -walking distance (5 min walk) to the pier where you can take tours to the different beaches in the area that are only accessible by boat. -walking distance (3min walk) to market with a great souvenir selection. -15 mins from airport. -15 mins from El Malecón and Zona Romántica. -walking distance to a mall (my kids wanted McDonald’s one day and this was super convenient). 2. Staff: everyone was super nice. Loved the entertainers, especially the ones for the kids. The waiters were very attentive and I can say the same of all the staff in the bar. 3. The separation in the room for the kids’ room and the grownups’ bed. LOVED this! 4. The shows: very impressed with the choreography and the talent of the dancers. They did some acrobatic stuff that I was not expecting. The shows are, as expected: low production (it’s a resort, not a Disney Cruise!) but the talent of the dancers and performers were top notch. 5. Make sure you eat at the French restaurant. Best beef I’ve ever had at a resort! 6. Activities at kids’ club: kids loved making keychains, cookies, pizza and playing games with other kids. 7. They have a big birthday party for all the kids who are celebrating their birthdays during their vacation. Families and other kids traveling with them are invited. It was probably the highlight of our stay because we had two kids in our group celebrating their birthdays and they loved it! 8. No pestering to buy a time share or a membership. This should have been #1. It was so nice to be on vacation w/o having to avoid Staff who is constantly trying to get you to buy their timeshare. 9. We were 3 families with 2 kids each (4-9 ages), celebrating two of the kids birthdays with this trip. Two of the 3 families were LGBTQ+ and we had a mixed of ethnicities in the whole group and we all felt super welcomed by the Staff and by the other patrons in the resort. This resort is most definitely friendly for LGBTQ+ families, as it is most of Mexico (at least the cities we’ve visited) and Puerto Vallarta. There were other LGBTQ+ families in the resort. We felt that we stood out more because the majority of our group didn’t speak Spanish, not because we were LGBTQ+. 10. The captains at the restaurants will accommodate special requests. Ask nicely and early. Also, the concierge, Ale (?) was super helpful and detailed oriented in her explanation of all the things we could get during our stay. Cons: 1. The hotel can use some remodeling: some painting and just cosmetic stuff that would make it look a bit nicer. It’s a bit outdated. 2. The AC. Honestly, this could be fixed with ceiling fans in every room. The AC is just not very potent and it gets really hot! After a couple of days of trying to dry wet bathing suits, the room starts to smell cuz the AC is not that good to keep the room cold and dry (PV is also very humid). 3. This is the 4th resort we stay at with a kids’ club. This is the first one that only allows kids to be left in the kids’ club for 45 mins at the time in the am and 90mins in the evening. You can do both on the same day. That was a bit of a bummer for us. But, we adapted and also, the kids LOVED the activities way more than in the other resorts we have stayed at, so……. In other resorts, kids would be allowed at the kids’ club once a day for 3 hours periods (either am or pm). They would watch them in the pool, the play ground, do activities and games with them either 9am-12pm or 1-4pm (never both on the same day). This was much better for the grownups cuz they can have a full 3 hours of adult time. 45 mins doesn’t allow for much, but, as I said: kids loved the activities more than other resorts we’ve stayed at, so….. 4. Reservations for the restaurants are needed and if you don’t get it by 0901……you’ll be dining at 9pm. Kids eat early, opening more slots for the earlier times for dinning would help. Suggestions to make your stay better: 1. Tip well and early, the exchange is really good right now. I’ve gotten into the habit of tipping well at the beginning of the week for the week, with a note saying thank you for taking care of us for this week and I always get good service. Our room was always clean with fresh towels and restocked fridge. Same for bartenders, give them 100 pesos each morning and your drinks will be strong and they will remember you and your whole group and keep everyone happy. 2. If you can, bring 2 small fans (one that can face the kids’ bedroom and the grownups’ bed). 3. Bring a Yeti cup and water bottles, bartenders will serve your drink in them and always keep your water bottle with ice and cold water. Enjoy! I don’t understand the 1 star reviews. We’ve stayed at Disney resorts and other more local (like this one) resorts and we knew what to expect and overall, it was way better than we expected. Kids had a blast and so did the grownups.