“We got a downgrade! Very disappointing…”

We got a downgrade! Very disappointing… We booked a Suite Ocean Front-Elite Club in the Riu Palace Pacific. We received the booking confirmation, the reminder to check in online, etc. Everything seemed to be Ok to enjoy our end of the year vacations. When we arrived at the hotel for check-in, the clerk at the front desk informed us that there was a problem in the room they had assigned to us. Without further explanation, she said the hotel decided to assign a lower category room. Of course, I did not accept the proposal and ask her to bring the supervisor to explore further alternatives. The supervisor came and repeated what the other person had said, that there was a problem in the Suite. When I asked her what the problem was and why the maintenance personnel could not fix it, she said the ceiling of the room was falling and the repair would take several days to fix it… vey hard to believe in a hotel that was renovated a couple of years ago. She did not offer a different solution, so we had no other option but to accept a lower category room. Most likely the hotel over- sold the suites ocean front (which may happen in the high season), but they were not prepared to give a proper answer to us. I have to say that, in general, our stay was fine. But the bad experience during check in tarnish the whole experience.

“Excellent, definitely will come back :)”

The staff is incredible ! Good vibes, customer service and great comunication no matter the language barriers. Also the vegan and gluten free food was amazing 🤭

“Good but not extraordinary.”

The staff was really nice, very friendly and helpful, the property is beautiful, and the location is good very close to the airport and Puerto Vallarta downtown.

“Excellent stay”

The staff, the hotel, the food and the overall vibe was amazing. Would highly recommend

“Overall was good.”

Good location, friendly staff, food was good, ate in the buffet restaurant, the steak house (amazing skirt steak), elite club restaurant (very nice lamb chops). Nice view from the room, stayed in the elite club section, the beach cabanas were lovely.

I loved the yoga and fitness classes! Facility was very nice and overall very comfortable and convenient. Dinner options were great too and evening entertainment was great.

“Glorious”

Great stay, Stayed with husband & 3 friends. Such a beautiful resort with things to do or places to relax. loved every minute :) 3 pools, 9 restaurants, super king beds, 24/7 room service, cafe - What is not to love, The taco bar was amazing

“Outstanding All Inclusive”

Property is exquisite; very clean and luxurious. The staff are uniformly friendly and helpful. The food is very good with excellent variety. Beach and ocean are outstanding.

“I really can recommend this hotel to everyone! It is a beautiful place to stay.”

All the restaurants have a great quality and diversity of food. Very friendly staff. We we impressed in the restaurant during Christmas. They really did the great work!! The room was very clean and had a very nice view.

The food was very good, and most of the staff members were really nice. Super clean amazing views from the room.

“We will not come back”

The building is nice , located by the beach

“A magical stay in a magical place! It was hard to leave.”

The taco bar by the pool was great! Love the set up of all the restaurants like a strip mall.

“Had a very good time”

It is a nice resort, the staff were wonderful and the bars were very accommodating and generous. The food at the main restaurant was very good.

“Nuevo Vallarta Dream hotel”

Loved the room , view, the beach ,the coffee pool and the lobby bar. The staff were exceptional. Very polite and helpful.

Staff was always great. Room attendant was excellent.

“¡Vacaciones inolvidables!”

Absolutamente todo.

“The hotel experience would have been excellent if it was in a city-not promoted for its "beachfront"”

The quality of the hotel (building), service and food (and variety).

Everything

“Upscale, adults only, close walk to Bucerias”

Staff was so helpful and friendly, food was amazing in all restaurants and the buffet, the rooms were spacious, we were three women and did not feel crowded. Lots of chairs around the pool and easy beach access.