Rated 1 out of 5 by LoyalCustomer1980 Needs updating. Poorly managed hotel. GM is clueless.
Way below Westin standards. Dirty, in desperate need of updating and generally very poorly run hotel.
General Manager was unprofessional and clueless on how to handle our many issues which included, non-working WIFI, TV didn't work, dirty room and filthy pool and a pathetic concierge service which botched our reservations.
Not at all happy with the experience. I gave this feedback to the GM and he didn't seem to care. It leaves a real bad taste in my mouth.
January 8, 2015
Rated 3 out of 5 by CDS1156 Mystery reservation change
Nice resort - I've stayed 5 times over the last 10 years. The hotel has improved since the last time I stayed there, reflecting the change in SPG category.
However when I arrived as a lifetime Gold member my reservation changed from a Royal beach club room with a certain rate to an "upgrade" with a more expensive rate. I didn't want the upgrade as it did not include the RBC amenities but was told that was all that was available. As well, an upgrade isn't an upgrade if you are required to pay more.
January 25, 2015
Rated 5 out of 5 by carol452 Wonderful hotel
This in my 3rd time to the Westin and it will not be the last.
First, I want to thank some of the staff, Angel, Arraon, Diana and Veronica the staff that were in the Royal Beach Club. Next I want to thank Josefina, Letica, Dani and Lorenzo. Last but not least the front desk and the valet staff but I can’t remember all of names of these staff members. Overall, the staff are all helpful and friendly. I was on the 8th floor and every day the housekeeper made me an animal made out of towels. Thank you to my housekeeper.
When I first walked into the hotel, I felt like I was at home the staff made me feel like family. To me that is important when they talk to you on a first name basis and they remember you.
There is a gym at the hotel which is very clean. There are 2 pools with towel service. There activities around the pool area, which include: volleyball, bingo and water aerobics to mention a few. Food can be ordered around the pool area.
The beach area is clean. In the evening the beach is a good place to watch the sunset.
The breakfast buffet is downstairs and is open at 7am every morning. I had most of my meals in the Royal Beach Club. The Royal Beach Club is a benefit if you are a platinum member of the Starwood program. If you are not Platinum member this is an extra charge.
I had a beautiful room which had a larger balcony.
I had a very enjoyable stay. I will be coming back.
January 27, 2015
Rated 5 out of 5 by ik58 Great vacation destination
Just came back from Puerto Vallarta. We had a great time at the Westin. The staff was friendly, the rooms are large, the hotel is beautiful and well preserved. The club lounge is really unique: excellent breakfast at the bar, and drinks and appetizers at the spacious lounge in the afternoons. The hotel is walking distance to Marina Vallarta, that has a lot of restaurants, but mostly on the touristy side. The authentic Mexican food is downtown, which is a 20 minute taxi/bus ride away. The one inconvenience (although my stay was a vacation, so I should not be complaining) is that the internet provider blocks access to VPN so I could not connect with work. Hopefully that gets fixed for next year, as I am really looking forward to another vacation at the Westin in Puerto Vallarta.
December 28, 2011
Rated 2 out of 5 by babs33 Very Disappointing
This hotel at one time was lovely, but it badly needs a renovation. Upon arrival, we were given a pool view room even though our reservation "guaranteed" a partial ocean view room. The room had two broken lamps, and there were stains on the furniture and shades. The furniture was old and out-dated. There were very few English TV stations available.
Due to a dispute with a timeshare property, there is an ugly green fence across the middle of the property. Hotel guests cannot get to the adult pools due to the fence and are forced to use only childrens' pools on the hotel property. Very unsatisfactory.
The tennis courts are in deplorable condition. Of the three courts, one is totally unplayable, and a second court has a worn spot on the carpet surface that could lead to serious injury. The nets are worn out and ripped, and all the latches on the fence doors are broken. Despite this poor situation, the hotel still charges guest $15/hour for day time use of the courts. A rip-off!
The restaurant has an over-priced breakfast buffet, and only 4 entrees for lunch and no sandwich offerings. The food is fair at best and the pre-printed menu never varies.
Honestly, this hotel should be closed for total renovation or leave the Westin system. The situation with the pools should be resolved so that guests are not fenced in behind an ugly green "Berlin Wall" and denied use of the adult pools. Avoid this property until these issues are resolved and stay at the Sheraton instead.
December 9, 2011
Rated 5 out of 5 by Redbarn Great place to go in Mexico
We have not found a better place to go in Mexico. As a Platinum they got in touch via Email a month out to see if we had any special needs. We had a very private Balcony with our ownJacuzzi.
The marina across the street has at least 10 Restaurants many with great food.
The town is very safe. We feel very welcome .
The Concierge Lounge is one of the best in Starwood.
October 21, 2011
Rated 5 out of 5 by amolavi What's Not to Love
This was my second visit... i went 4 years ago... loved it then... went back with friends to celebrate a 40th birthday... 4 night stay... cash, upgraded to one bedroom, duplex suite with my plat status...
as i was checking in, one member of the management team came out of the office and remembered me from my last stay... what more could you ask for.
Room was fantastic, although one of the minibars was unplugged and thus totally warm...
Jacuzzi was definitely used... the two balconies... definitely used...
the Platinum suite for breakfast and dinner is one of the best in the Westin network (aside from Asia) and if you had a late lunch... the food for "dinner" could easily satiate...
the propert is far from Old PVR, but taxis are about $7 (pay in pesos) -- so what's to complain...
my ONLY beef... they have put up this really strange plastic fence in between the Westin and the Regina (SPG TimeShare)... it's just an eyesore IMO
June 30, 2012
Rated 5 out of 5 by DB08 Impeccable service
My wife and I stayed at this hotel in March of 2013 for our 20 year anniversary. We had stayed at this hotel several times before but it had been about 4 years since our last trip. Our trip 4 years ago, while over all the outcome was enjoyable we did have several issues throughout our stay. The major issue involved several band aids and a doctors visit to our room for our children from the hotels pool being resurfaced cutting up our children's hands and feet. When we returned on this trip the service we received was better then we could have ever imagined. We were warmly greeted first thing by Pedro the Bellman whom recognized us from our last trip 4 years before. Then the service we received in the club room each morning and each evening by Angel was also highly warm and friendly. He went out of his way to make sure everyone was fully taken care of and treated like family. It was a joy to get to be served by him. On our 2nd day there we ran into Victor whom also recognized us from our previous trip. Victor stopped to see us everyday and did everything he could to make sure we were having the best vacation possible. We also had amazing service from at the front desk manager whom made sure to get us into a upgraded room as soon as one was available. Other employees we felt gave great service were: Ismael, Reyes, Carlos and our Maid-she always was smiling. They all seem to want to make you feel as though you are part of their family and you are home while you are with them, and they will try their best to make sure we had the best possible vacation ever. And we did. We did not want our children's last experience at your hotel to be the one where they had their feet and hands were cut up so we have now booked another trip to your hotel later this month with them. We can't wait to bring them back after the experience we just had to also experience the exceptional service and atmosphere your hotel has to offer. Please be sure to thank the staff we have mentioned for their exceptional service-we have done nothing but tell every one that asks about our trip about how amazing we were treated by your staff.
May 2, 2013