Marriott Puerto Vallarta Resort & Spa♡

Disappointing end to our stay. Hotel needs better communication.

4.0

Our stay was mostly enjoyable until the final night, when our experience took a dramatic turn. Around 3:00 a.m., the power went out and remained out for several hours. Without electricity, we had no air conditioning in extremely hot and humid conditions and were unable to charge our phones before leaving for the airport later that afternoon. Just as the electricity finally began to come back on, the water service stopped for about 30 minutes (brown water), leaving us unable to shower or prepare for our travel day. While the water was eventually restored, it only added to the frustration of an already stressful morning. What was most disappointing was the complete lack of communication, as the front desk phone went unanswered multiple times. There were no updates, announcements, or notices explaining what was happening or when service might be restored. We had to contact the front desk ourselves for information. When my husband went downstairs to the front desk at about 7:00 a.m., we were told there was little they could do until the manager arrived at 9:00 a.m. We were offered another room, but with our airport departure only four hours away, moving rooms wasn't a practical solution. To make an already stressful stay even more unsettling, we learned that a man had been killed by a crocodile nearby. Surprisingly, the hotel never communicated this incident to guests. We only became aware of it after a family member in the US contacted us because the tragedy had made national news. While we understand the incident was beyond the hotel's control, timely communication would have helped guests better understand the situation and any potential safety considerations. We also understand that unexpected emergencies and utility outages can happen and are not always within a hotel's control. However, how a hotel communicates with and cares for its guests during those situations is within its control. Better communication, more attentive service, and a sincere effort to assist guests would have made a significant difference.

Guest review

7.0

No pudimos usar playa ni entrar al mar a lo que íbamos, por ataque mortal de cocodrilo, en todo el fin de semana mano pudimos ni caminar la playa

− Que tenia desayuno para dos adultos y dos niños y éramos tres adultos, no quisieron cambiar y me tocó pagar..

Quiero regresar pronto

9.0

La piscina esta genial me encanto la temperatura del agua y la limpieza. El personal es muy amable y en genreal las instalaciones son muy bonitas.

− La playa como tal no fue de mi agrado. Creo que deberian invertir mas en la arena de la playa. Los menus de bar son muy chicos en cuestion de comida.

Guest review

6.0

el desayuno

− nunca funciono el clima de mi habitacion ,siempre congelaba, aun estoy esperando mi factura y no puedo tenerla ,me atendio edson,fue amable pero no eficiente