Rated 3 out of 5 by Wowski Staying here now NOT HAPPY
We reserved our room 2 months ago. A king size bed with ocean view no smk. What we received was a double bed smk room with a view of the ocean and a ROOF. When I asked why the guests next to us were smoking as smoke was coming from under the doors I was told that it was a smk floor. I asked why I wasnt advised that I was given a SmK room they said HECtor AT the guest service desk said that i should of told them I wanted no smk. I said that is what i reserved they said since i didnt ask at check it they gave me whatever was avail. in this day and age with most all public places being non smk really!!! I have allergies. Not to mention we have a double bed room. Guest service and check in needs 101 in hospitality. I dont expect this from Sheraton. Also over 40 rooms are being worked on during busy season whos´s idea was that??? this has limited room avail ! >Truly not a good experience and I have 5 more nights!
January 22, 2015
Rated 1 out of 5 by Steono Credit Card was charged even after cancellation
I reserved some rooms for couple nights in December under 2 reservations. I cancelled the reservations 6 days before arrival time so there should be no charge/penalty for that (Cancellation policy is 3 days before arrival time). However, couple days after that, my Credit Card was charged for the full stays. I called SPG gold member customer serviceand they said that I did cancel it and should not be charged at all. She also told me that someone from the hotel will call me back. Two weeks later, still no call. Now, I am working with my credit card company to fight the charges.
January 13, 2015
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 Ronaldo1 Hotel good. Staff needs improvement
Have stayed there the past three years in January./
Location is excellent. From desk staff in marginal. First year they were rude, second year improved, third year not accommodating.
Did not want to recognized gold upgrades. Am hoping when I arrive on Jan 16 it will be better.
Every year, I asked to meet with the manager (even to compliment the hotel) and he was never available.
We meet four other couples there every year, and last year when we were very unhappy with the room, my wife informed Lulu the concierge that we would not be returning, and she shrugged it off.
Hopefully, they will have their act together this time, or we will switch hotels.
A little courtesy and a satisfactory room location is not too much to ask for.
January 4, 2015
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 5 out of 5 by sftopv Puerto Vallarta
Angelica was amazing in guest services and our butler service could not be beat. Everyone was wonderful, attentive, and fun. The property is exquisitely beautiful. Thank you for a perfect new year vacation!
January 4, 2015
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