Marriott Puerto Vallarta Resort & Spa

As classificações por estrelas são baseadas na visão geral da Klook sobre as informações da propriedade (como serviços e instalações incluídas, etc.) e são apenas para referência

The property was undergoing significant damage and was closing on the last day of our stay. We were able to make sure that we were the last guest before they shut down for the renovation. It was a great experience, although the property hadn’t endured a number of rain related damages since my last visit, the staff is exceptional as always, and I can’t wait to return until after the renovations are complete

I like it because it was clean And very friendly staff We didn’t had a best room But had a great view

Elevators did not work well on and off for months. I had just had knee surgery and that was horrible for me and other old people.

Clean and easy to access the pool

The elevator went out and the rooms need microwaves and full body mirrors.

Elevators don’t work, staff they don’t help you either luggage, very old venue

Good customer service

Our stay ended on a disappointing note, overshadowing what could have been a pleasant experience. While there were some positive aspects earlier in the visit, the final moments left us feeling frustrated and dissatisfied. Toward the end of our stay, several issues arose that were not addressed in a timely or effective manner. For example, there were delays in receiving assistance when we reported concerns, and staff responses felt dismissive rather than attentive. We also encountered confusion during the checkout process, including unclear instructions and a lack of coordination among staff members, which added unnecessary stress at what should have been a smooth departure. Additionally, attempts to communicate our concerns were met with limited follow-up, leaving us feeling unheard. The lack of clear communication and accountability made it difficult to resolve even minor issues, which ultimately compounded our frustration. These problems, though occurring at the end, had a significant impact on our overall impression of the stay. As a result, what might have been a memorable and enjoyable experience instead concluded with a sense of letdown. We believe that with better staff training, improved communication, and more attentive customer service, these issues could be avoided in the future. We hope that improvements can be made so that other guests can enjoy a seamless and positive experience from beginning to end.

I rarely leave negative reviews, but this stay at Marriott Puerto Vallarta Resort & Spa was one of the most disappointing Marriott experiences I’ve had. I booked a front ocean swim-up room, but when I arrived, it wasn’t available. Instead, I was placed in a temporary room that was in poor condition and, as the hotel later admitted in writing, did not meet Marriott standards. I spent almost my entire first day of vacation waiting for the room I had originally reserved, which meant losing valuable vacation time. Unfortunately, the problems didn’t end there. Housekeeping was inconsistent—room service dishes and food remained in my room for almost 11 hours without being collected. When I requested drinking water, I was told the hotel didn’t have any available. While the hotel later explained that it is a plastic-free property, no alternative was offered at the time, which is not the level of service I expect from a Marriott resort. To the hotel’s credit, management responded to my complaints, apologized, and offered compensation in the form of Marriott Bonvoy points. I appreciate that they acknowledged the issues and communicated professionally throughout the process. However, compensation doesn’t replace lost vacation time. The repeated service failures significantly affected what should have been a relaxing holiday, and I ultimately decided to leave a day earlier than planned.

It was a great stay. Beautiful facility. All staff is very friendly and helpful.