Marriott Puerto Vallarta Resort & Spa

Don't stay here!

Our stay at this hotel was extremely disappointing and fell far below our expectations. The day before our arrival, a guest was tragically killed by a crocodile on the beach. While we understand that unforeseen incidents can occur, we were never informed of this event prior to or upon check-in, which was concerning given the potential safety implications. Additionally, the hotel was preparing to close for renovations, but this was never disclosed before our stay. As a result, the property was severely understaffed. The Kids Club was unavailable because the staff member responsible for it had resigned, leaving our children without one of the amenities we specifically expected and paid for. The overall condition of the resort was poor. The property appeared dirty, service was noticeably lacking, and staffing shortages affected nearly every aspect of the experience. During the World Cup, several of the resort's restaurants were unavailable to hotel guests because reservations had been given to local patrons, despite our paying resort fees and daily charges with the expectation of full access to the amenities. To make matters worse, the resort experienced a power outage that lasted more than 12 hours during our stay. With temperatures exceeding 90°F, there was no air conditioning for an extended period, making the accommodations extremely uncomfortable. Overall, this property did not meet the standards of a four-star hotel. The lack of communication, poor maintenance, staffing issues, limited amenities, and service failures made for a very disappointing vacation. I would not recommend staying here based on our experience.

Disappointing end to our stay. Hotel needs better communication.

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.

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

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

Quiero regresar pronto

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.

Cons 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.

el desayuno

Cons 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

Overall great experience

Great! Staff was friendly

Cons More restaurants