Rated 2 out of 5 by jaaguirr Not good enough
I do travel to Pto. Vallarta twice a month for business purposes and this time I wanted to stay closer to downtown, so I chose this hotel instead of the regular one. Huge mistake. Needs improvement in its facilities and rooms, and also, Staff is not aware of the SPG programm and they did not offer me any of the benefits for being a Gold Member. I had to ask for the benefits and I did not get any at the end.
May 15, 2013
Rated 5 out of 5 by MTWL Great location
Club Level rooms were great.
April 22, 2013
Rated 5 out of 5 by Briangoestraveling A Great Property!
My wife and I stayed here in March and everything was perfect. The service was outstanding, as is the location and the food. The view of the ocean is amazing and the pool is large and a great place to relax and stay cool.
April 16, 2013
Rated 1 out of 5 by Greg802 terrible customer service
As a platinum member I am used to much better customer relations. This hotel is substandard and makes every effort at making money to the detriment of the loyalty of Starwood clients.
December 22, 2011
Rated 2 out of 5 by NewYorkRoger A holiday nightmare
I was at this hotel over Christmas/New Years and was completely underwhelmed. As a Platinum SPG guest, I am used to far better service and recognition. I would NOT recommend this hotel.
Surprisingly, the concierge was terrible and that's where the problems began. I called the week before hand to check on the hotel services available over the holidays and they couldn't even find my reservation. At check-in time, they still didn't have my reservation and as a result. they had to force a standard room on me.
The hotel overall is clean and the staff are very nice, but the property is far from downtown and the buffet style treatment of everything (e.g.first come first served, grab what you can, with a sur-charge for everything) from food to pool towels to concierge help is disappointing. It feels like a tour bus hotel as a result. Management did try to address my concerns, but I ended up checking into a different hotel for a large part of my time in PV and that saved the vacation.
I will say that the Sheraton did have a nice setup for the New Years celebration, but I still recommend taking in that evening at a more downtown PV location rather than being stuck out at the Sheraton.
April 8, 2012
Rated 2 out of 5 by DoubleR Won't return here again
I dislike the hard sell of the timeshare vendors in the hotel. The staff at the front desk were slightly rude. Nobody seems to know anything, especially relating to SPG membership. SPG membership is not recognized. At check in, I made sure to confirm that my two rooms came with continental breakfast. They said it didn't. I had to prove to them that it did. I had to check in, then return with the email on my smart phone as there was no wifi in the hotel lobby. However, they should have known that. Also, they make you wear some wrist band throughout your stay that lets staff know if you have full food privileges or not. You are also charged $20 USD if you lose a beach towel. Recommendations given by staff were terrible. You can tell they receive a "cut" from the restaurants they recommend, since they recommend a restaurant, and give you a business card with the staff member's name written on it. The continental breakfast was slightly better than others I have had. It is a close, cheap taxi ride to many restaurants and Old Vallarta, but I wouldn't return to this hotel. Staff could use some customer service lessons. I also had a problem with the concierge.
March 25, 2013
Rated 2 out of 5 by JoeJHL Way below expectations!
First the good items: people directly in contact with customers are well trained and very professional. The main problem is the support personnel and lack of supervision. Problems encountered: 1. working crew working all day hammering and chiseling in a room nearby. When asked to move to another room they indicated that that was the last day working in that room, which WAS NOT TRUE. When we complained about it they tried to fix (?) the problem by offering FREE food only if we PAID our own drinks!!!!!!!! 2. Bathroom area. Masking tape holding the light fixture; Bathroom door (inside) badly finished paint; 3. Fitness center. The soap and paper towel dispenser empty all the times we used the facility; The treadmills are located in an area without ventilation so it gets HOT once you start walking or running. There were never towels in the towel rack; 4. Restaurant food. Not only EXPENSIVE but if you order from the menu, good luck the food is TERRIBLE. 5. It was common to find food trays in the halls being left there for more than 24 hours.
August 5, 2012
Rated 4 out of 5 by wjden Our favorite location in Puerto Vallarta
If you love Puerto Vallarta and the Bay of Flags, this is the best place to stay. It is easily within walking distance to town and the many great restaurants there. The staff is friendly and very helpful and the Club Lounge on the top floor is especially welcoming (you must be in a "club level" room to use it) and food and drinks (continental breakfast mornings and wine and hors d'ouvres in the evening) are good and plentiful.
January 15, 2013