TripAdvisor Traveler Rating

Thank you to the Sheraton and all the staff for a wonderful vacation. Everything was so clean and well kept from the rooms, pools and grounds. The staff is extremely hard workering and so friendly. Thank y...ou to a bunch of people we will always remember. Pamela our Hostess at the morning buffet, Javier, Marco and the whole pool bar staff, and Pablo at Punta Sal for all his great recommendations. Gaviotas restaurant was class A fine dining. Thank you Mesero, Jesus and Alonso. Great location, great food, we would definitely recommend this place

I’ve had brunch here and am part of the local PV community. They have been caught RED HANDED discriminating against the LGBT community. As reported on NBC news as well as Out & About PV. They refused avai...lable wedding dates to a same sex couple when their friends called for a traditional wedding the dates were suddenly available and the price was a fraction of the quote given to the same sex couple. Shame on you, I hope you lose your Bonvoy license.

We checked into the Sheraton Buganvilias hotel in Puerto Vallarta on December 16, 2024. Our check-out date was February 26, 2025. At the time of our check-in at the Elite front desk, I let the agent know... that I would be achieving platinum status on December 29, 2024; both the front desk agent and the manager (Oscar) were very helpful in insuring that the stays needed to achieve that status would be timely posted to my account. Our stay at the Sheraton had a great start: the staff were helpful and friendly, our room was kept spotlessly clean, and the bed mattresses and bed linens comfortable and soft. The food at the hotel’s various restaurants and the concierge lounge is comparable to that of first class restaurants and the accommodation and furnishings in the hotel are excellent…I once forgot my iPhone on a lounge chair at the pool, and I did not realize that it was missing until an hour later; I was pleasantly surprised that a pool employee had turned it in to the concierge. The 3-star rating for stay is related to events that unfolded beginning December 30, 2024. On that day we noticed that the cash we had in our safe was 20,000 pesos short of our count just a few days earlier. We promptly reported the loss to the manager on duty. He stated that he would undertake an investigation and would report back to us. He then also inquired as to why we carried so much cash; we explained that in the past few years we have been spending as long as 15 weeks in Mexico, that we occasionally take side trips to areas where credit cards are not widely accepted, and that some of the restaurants we visit in PV and elsewhere do not accept credit cards. The next day the manager reported that the maid denied any knowledge of the missing cash, that he was sorry for our loss, and that there was nothing more he could do. We promptly changed the access code to our safe. On January 8, 2025, we went to the ATM to get more cash, and upon our return we counted all our available cash and placed it in the safe. On January 9th, our maid told us that she was just back at work after being off for 4 days. On January 11, 2025, we discovered that another 28,000 pesos plus 300 dollars were missing from the safe. We again reported the loss to security, and two days later, after another investigation, we were told that it was not possible for our safe to be breached, that their record showed that no one else besides us and the maid had entered the room, and that, therefore, there was nothing else he could do. He offered to change our room, and we promptly agreed to move to a different floor. The remainder of our stay was pleasant and uneventful. I am aware that hotels have a reset code which allows management to open the safe by overriding the code entered by the guest, a procedure normally used when a guest checks out leaving the safe locked. It is my understanding that using this procedure would have erased our codes, thus preventing us from opening the safe. Therefore, only an individual knowing the correct access code could have opened the safe. I am now left wondering whether there was mini camera installed in the room which would have allowed someone to read both the initial and subsequent codes that we entered. What is certainly true is that our safe was breached twice. My research shows that Trip Advisor alone reported 4 instances of thefts alleged by Sheraton customers while staying at the hotel in 2024, including one complaint about the loss of 10,000 dollars taken from a backpack in February 2024. I also found an article on El Diario dated July 16, 2024, stating that on or about July 16, 2024, a Sheraton customer filed a police complaint alleging a theft of $700 and a Cartier bracelet worth 100,000.00 pesos from her room. In summary, it appears to me that the Sheraton has a history of complaints of thefts, and that management should be doing a better job at preventing such incidents. In the past 40 years we have traveled throughout Mexico, Europe, South America, Japan, Australia and New Zealand. Prior to this stay we never had any belongings or money stolen from any of our hotel rooms, including the many Marriott-owned hotels, with whom I currently hold a Titanium status. It is for these reasons that I gave the hotel a rating of 3.

We traveled at a couple ages 68 & 70 to the Sheraton for 5 nights. We had an Ocean Front Terrace room which I highly recommend. There is a mini bar with 1 Pepsi, 1 Pepsi light, 1 sprite, 1 Corona, 1 appl...e juice, 1 fruit juice and 1 bag of snacks. There are total of 3 bottled waters and one larger bottle of water in the room that are replenished daily, there is a charge for the mini bar and large bottle of waler if you are not All Inclusive otherwise there are charges billed to your room. Getting ice was a bit of an inconvenience as we were on the 13TH floor and the closest ice was 14TH floor. We had an un-obstructed view of the South Pacific overlooking the main pool area and several restaurants. The bed was for the most part good, but the mattress was breaking down. English is well spoken here. Check in was prompt and the room was ready early. The resort is spotless. You can exchange US dollars for Pesos at the Front Desk. The current exchange rate was 19. We did All Inclusive. The Nine Nighnty9 Bar is NOT included and there are upcharges noted on lobster and steaks at the steak house. They only take Pesos at the resort, NO US dollars so you need to exchange or bill to your room. Major Credit cards are excepted. We basically ate at the buffet, lobby bar and pizza place because we explored the town 3 out of 5 days. Menus are available at the concierge desk if you're wanting to know what is offered before going to a resturant. Reservations are required for ALL restaurants other that the Buffet, Pizza place or Lobby Bar. They do have a Starbucks (not included) however the drinks are different than the US. Unlike others we were not hounded by time share people and only at check in were asked to sit down to a "Welcome" beefing where we were offered an "invitation" to attend a short time share meeting the following morning. There were perks to going. (Free plastic beach bag, 20% off coupon, $150. spa credit and such) if you accept the invitation. THERE IS A $20. charge that is not mentioned till they want you to sign on the dotted line with the promise that you get it back the following morning. We did decline this, and he was not happy. Taxis are available 24/7 and range from 60 pesos to 160 pesos depending on the size of the car and whether or not what you want is there or has to be called for. It appears to be safe to walk off the resort there are allot of shops within walking distance. Others mentioned a short walk to the Malacon we do not agree with this. The beach is not swimmable. There are pretty good waves, and it was red flag the entire time we were there. The resort sits back a bit so it's a bit of a walk to the ocean and the sand is rocky. We did do a couple's massage they have allot of specials ours was 20% off. Keep in mind the medium pressure is pretty intense! We did room service one evening which was prompt (100 peso delivery charge). Overall, it's a beautiful resort and we would book again. Everyone was very gracious and helpful.

Overpriced and unfriendly attitude. I don't mind being nickled and dimed for top notch service and facilities but this place is just the opposite. Expect to be faced with aggressive opposition if you que...stion charges or complain about anything.