“Trabalhadores desrespeitosos e sem educação, quartos em mau estado, espera excessiva para solicitar toalhas que não estavam incluídas no nosso quarto, Internet não incluída e alimentação de má qualidade.”

“We have been coming here for about 18 years now this being our 6th time and always had a good experience. We had a group of 14 people with 5 rooms. The rooms are a little outdated but very clean. The food was above average for an all inclusive. The location is perfect on the beach close to Bucerias but away from all the crowd in downtown Puerto Vallarta. Most of the people are very friendly the wait staff is great. The reason for the low star rating is the front desk! The front counter is the worst service I have received in quite some time. We spent 2 hours of our vacation trying to get checked in because they couldn't find our reservations. When I asked to speak to the General Manager they said they would get him but he/she never came out. The lady at the front counter finally gave us our room (but it was more to get us out of her sight) We then received a message 2 days in to our stay saying they need to see us at the front counter. When we show up THEY TELL US WE NEED TO CHECK OUT BECAUSE OUR RESERVATION HAD BEEN CANCELLED BY OUR TRAVEL AGENCY!!!! They tell us that we need to either pay again or leave the hotel. They said that we need to get in contact with our travel agency and get it resolved we spent another hour getting this resolved Hotels.com had to call the hotel 4 times because they kept getting disconnected. We finally got the issue resolved but not before the lady at the front desk kept rolling her eyes at us and kept interrupting us even after we showed her our itinerary showing it being paid. Again when asked to speak to the General Manager nobody came out. We finally were able to talk to the lady in the First Aid office (when getting our Covid test) who in fact called one of the people in upper management to hear our issues. If not for her and the gentleman that we talked to we would have given this a 1 star rating.and not come back. It is up in the air if we will be back, might be time to look for another resort since there are so many to choose from in this beautiful city!”