TripAdvisor Traveler Rating

Leaving VIM now… My most sincere appreciations after 4 days here. To start with, we had a problem with our reservation, as the agency where we booked our room made a mistake by selling a Golden room at a Silver price. You come back from a long trip, looking for complete relaxation, and you find that there is a problem with the reservation. The hotel did not do its part and did not show empathy to try to solve it, and we had to do all the paperwork for a problem that did not concern us. If there is a communication problem between the hotel and the website where they sell their rooms, it is not our problem. They did not even have complaint forms, something unthinkable in a hotels in Europe, where we come from. In the end, we paid for our upgrade and the agency reimbursed us… But I insist, the management did nothing to solve the problem nor have they shown that they were willing to do so. Second reason why we would not come back and the most important one: the beach does not exist! They simply do not have a nice beach, it is all full of rocks and it is super dangerous to try to get in. We were only on the beach the first day, for a few minutes. I have never imagined a hotel in the Mexican Caribbean that does not have a beach in good condition. What a disappointment! So if you are looking for paradisiacal beaches with fine white sand, do not come here! Red flag every day. I do not know why the hotel sells Emerald rooms with beach views, since it is not worth doing anything about. On top of that, they are much more expensive. They were almost all empty, actually. So if you are thinking of staying in one of these rooms, I do not recommend it. Finally, the dress code in specialty restaurants. It is totally ridiculous that they do not accept dress shorts when you look much more elegant in them than in jeans. In Europe it is absolutely acceptable and normal and no one puts up any obstacles. It is unthinkable that one has to go around the resort in long pants to the open-air show, since the theater is being used as a restaurant, with the heat, humidity and such wearing long pants is very uncomfortable especially for those who do not tolerate heat well like in my case. I have seen many people who were not allowed to enter to dine because they were not wearing the correct attire. Very bad VIM! It is time to be more open, more flexible… For everything else, I give them a 10! All the workers are super friendly, helpful, attentive to you and pamper you all the time. The service is fast and efficient. The food in general is good, but could be improved in many aspects, especially in terms of quality. Everything has been very tasty, the best of the restaurants is the Asian Taman Sari, the Japanese Ginger and the Italian L’Olivo. The animation team is great, very lively and fun… Daniel, Israel, Isabel, Diana. Everyone without exception does a great job! The drinks are delicious. We are not much into drinking, but we enjoyed it a lot! The facilities are on another level: you feel like you are going through the jungle and it is very pleasant to walk everywhere. You can ask them to send you a cart that takes you to the main points. Special mention to the smell in the main hall: it is wonderful! The fauna here is also abundant: coatis, iguanas, capybaras and we have even seen a scorpion! Overall, the hotel is great, but I didn't feel like it was anything to remember. I'm leaving with mixed feelings. I've been to other resorts, but I don't leave with that feeling that I'd want to come back to it again. This is just an honest and subjective opinion based on my personal experience. Hopefully everything will get better and perhaps I could have another chance to come back one day. So I wish everyone a happy holiday and a great end of summer!

I have to say as I have been to several resorts that this place has by far been the worst experience I have ever had. My partner didn’t bring any long pants or dress shirts so he had to get room service since no restaurant would allow him in, also room service takes over an hour and a half to arrive and the food arrives extremely cold and it’s overall very bad food. It’s impossible to find any a place to have dinner since every single restaurant has a wait of 45 minutes every single night while there are several empty tables. Glass broke next to the bed and it took over an hour for someone to arrive to clean it. I had the lock on the door and the cleaning person opened the door while I was inside and broke the lock. I paid over $2k to go to many time out of frustration and tired of being push from my resume and to another just go to bed without having dinner, if you do make it to a table after over 45 minutes you have to wait another hour to get your food because they are extremely understaffed, and the worst part is that every dish is highly disappointing. I am currently in night 4 and dread the fact that I have two more nights to go.

Woke up two nights 3am with water leaking out of ceiling from air conditioner. Thought faucet was left on ans went to check and almost fell down from water all over floor.Called ans had girl climb ladder and blow on drain hose to un clog.Reported tjis and had it happen again 2 nights later. No offer of room change,upgrade all they did was 10% Off a bottle of wine.Asked to see manager and she said that was the best they could do.Repeat guest but not anymore they lost our business.We heard new management in place as well as others with same problems.We had points saved up but would not let us use them,only at time of SPA check in but no one told us that.They were stopping old points if you did not use them by last October which was when a new rewards plan was starting and old points lost. Shame we really liked it here bur not how we were treated.

The Valentin is absolutely the best resort there is. This was our second time there and it was just as phenomenal as we remembered. The food, the service, the rooms, the entertainment - all incredible. The staff go above and beyond every day to make you feel cared for. Lucy from the pool - She is an absolute Gem. She was attentive, kind, and so personable. We appreciated that she remembered our names and that I am pregnant. She was constantly checking in on us and was always ready to provide some wonderful non alcoholic options! I can't wait to come back again and to see her. She was the absolute best. Marco - He was so helpful and his ability to remember us and our needs was impressive. Isabel from the Go team - Her energy was unmatched. She was so fun and engaging!! Sonia - She is the best bartender!! We remembered her from our first stay 7yrs ago and were SO happy to see her again. She remembered us too and was so kind. Dora - Dora took the time to get to know us and we really appreciated that. She wanted honest feedback and to learn about our stay. She was funny, kind, and incredibly well informed. Thank you to everyone!! We cannot wait to come back!

August 12th to the 19th marked our 5th trip and our 3rd in August! I know many people say this but we have gone to multiple resorts throughout the Caribbean and the Valentin is still our "go to" place. This is mainly based on the "magical and lush and truly romantic" feel of the vast resort as well as the numerous options for dining, the staff & magnificent entertainment team! August is HOT and we will probably not venture again this time of year however they have significantly increased the quality of their restaurant offerings and we had delicious food every evening. The Mediterranean was our favorite, (sit outside, it is so romantic)followed by May y Tierra and then the French. The Salmon Carpaccio, Caesar Salad and Sea Bass at the Mediterranean- AMAZING! The stuffed mushrooms with escargot and filet at the French - very good, Buttered Salmon at Mar y Tierra is a must and the veal fajitas at La Hacienda were delicious! AVOID - Cornish Hen at the French and the Duck at Taman Sari! Not good! Unpopular opinion here - we did not care for the food trucks. Possibly sitting in the humidity in the hot sun in a wet bathing suit has something to do with that. best drink at the pool - COSMOPLOTAN no doubt! They do it well and its not sugary, plus they put it in a pretty glass! Mar y Tierra - best breakfast and lunch! Eggs Benedict made fresh to order cannot be beat! Lunch - the fresh whole fish and the new Roasted tomato soup with goat cheese! We also loved the grilled chicken breast with sautéed spinach which was light and very juicy and the past Arrabiata and carbonara were amazing. (Albion - our waiter everyday was excellent and gave us his best recommendations and he was so right!) You can ask for half portions if you so desire. The buffet was not as good as previous years as it was in the theatre due to renovations and the eggs were extremely overcooked, it just was not "fresh", by the end of the stay it just seemed "gross'. Basic deluxe room was fine, we have upgraded in the past but do not spend enough time in the room, quite pool is very quiet and we enjoy being around people. Our concierge in Building 5 never spoke to us the entire week we were there, didn't miss it but he could have looked up with a greeting once in awhile as we passed him daily! LOL! Imperial Band - Always FUN! Wished they played longer! Amazing talent. Shows were good, typical resort shows, we enjoyed the Burlesque show the most. The highlight - the Entertainment Team - funny, crowd pleasing, upbeat and energetic ! Israel, Lorenzo, Poppy Adrian, Diana! Entertaining from morning to night! Making people come out of their shells, laugh and dance an be care free!!! The best entertainment team at any AI we have seen. These kids are new I believe but this is consistent at VIM, VIM entertainment team actually entertains! Very fun part of our day, every day! Beach and ocean were rocky due to earlier season hurricane, we rode out Hurricane Grace three years ago and the resort more than makes up for it. Highly recommend renting a Bali bed on the beach multiple days, read ,relax and enjoy the breeze of the ocean. We will certainly return! While we were leaving as the butler was putting us in our transport , he made a few jokes and said okay guys see next weekend, don't forget to call me when you get home! LOL ! Personable and heart warming people! The Valentine is the BEST!