Ratings based on 892 Guest Reviews
Hear it directly from our travellers
3.7 Room cleanliness
3.9 Service & staff
3.7 Room comfort
3.3 Hotel condition
TRAVELOCITY GUEST REVIEWS
Hear it directly from our travellers
by A traveller
Posted Sep. 7, 2024 on Expedia
Property is oudated. Leaks on the ceiling. Elevator is dirty. Washroom is cramped. Bedding is not well dried. Room odor is terrible. Not recommended.
Comment from Hotel Management
Sep. 10, 2024 by Sunscape Puerto Vallarta Resort & Spa., Hotel Management
Dear guest, Thank you for sharing your feedback with us. We regret to know that we fell short of your expectations during your stay. We sincerely apologize for the issues you encountered during your stay. Your comments are valuable, and we are currently working on improving our facilities to provide a better experience for our guests.We hope to have the opportunity to welcome you back in the future and exceed your expectations.Sincerely,
by A traveller
Posted Aug. 19, 2024 on Expedia
Great time over there. Very nice staff with great food.
Comment from Hotel Management
Aug. 20, 2024 by Sunscape Puerto Vallarta Resort & Spa., Hotel Management
Dear guest, Thank you for taking the time to rate your recent stay with at Sunscape Puerto Vallarta Resort & Spa. We are happy to learn you had a pleasant stay and hope to welcome you back in the near future. If there is anything we can do to make your next stay even more enjoyable, please let us know. Best regards,
by A traveller
Posted Aug. 14, 2024 on Expedia
Comment from Hotel Management
Aug. 16, 2024 by Sunscape Puerto Vallarta Resort & Spa., Hotel Management
Dear guest, Thank you for taking the time to rate your recent stay with at Sunscape Puerto Vallarta Resort & Spa. We are happy to learn you had a pleasant stay and hope to welcome you back in the near future. If there is anything we can do to make your next stay even more enjoyable, please let us know. Best regards,
by A traveller
Posted Aug. 13, 2024 on Expedia
I visited Sunscape in 2019 and liked the resort and specially the food and decided to return this summer 2024 with my family, 12 people total, 4 different rooms. I noticed that the property hasn't been maintained, it looks ran down. I upgraded to a suit with beach view and it looked very old, furniture, couch, everything looked old. The bed sheet has a blood stain and twice we had to call to get it replaced. House keeping was always late and we had to call, one day they didn't even leave towels. The food was bad, nothing like what it used to be. The dining was also limited. Lines were very long and when they would finally sit us, there were not enough waiters to serve our drinks, and we couldn't do it ourselves because the buffet didn't give us the option to serve our own drinks. The pool lounge chairs were always taken. One employee specifically watched over 6 chairs because the guests gave him money. It didn't seem fair at all. The beach didn't have enough seating and we were not allowed to use the towels at the beach. The bar didn't have chairs or stools to sit on. Bar line was also long all the time. There was less seating available from what it used to be. Lack of communication between employees. No AC or fans in lobby area. Lot's of bees at the buffet restaurant, which made it difficult to eat. The only restaurant I enjoyed what the Italian one, great service. However, I would NOT return or recommend Sunscape.
Comment from Hotel Management
Aug. 13, 2024 by Sunscape Puerto Vallarta Resort & Spa., Hotel Management
Dear Guest,Thank you for taking the time to share your detailed feedback with us. We truly regret to read that your recent visit did not meet your expectations, especially after the positive experience you had in 2019.It's disappointing to learn that the property did not appear well-maintained and that the suite you upgraded to showed signs of wear and tear. The issues with housekeeping and the condition of the room are not reflective of the high standards we strive to uphold, and we apologize for the inconvenience caused by these lapses.We also regret that your dining experience fell short this time. We understand that long wait times, limited options, and the challenges you faced with seating and service at the buffet were frustrating. The situation with the pool lounge chairs and beach seating, as well as the service discrepancies, are concerning, and we will be addressing these issues with our team to ensure fairness and improved guest experience.While we are glad that you enjoyed your experience at the Italian restaurant, we sincerely regret that the rest of your stay did not live up to your expectations. Your feedback is invaluable to us as we work to make the necessary improvements.We apologize that this visit did not reflect the positive experience you had in the past, and we hope you might consider giving us another opportunity in the future to provide you with the quality stay you deserved.Sincerely,
by A traveller from Austin
Posted Aug. 2, 2024 on Expedia
I did not like the fact that I was charged a early (11am) check in fee and was not given a room until regular check in time (3pm). Hotel staff advised me that i only paid to eat and drink early and i did not pay for the room. When I finally got my room, I noticed it wasn’t the room I had booked. I brought this up to the staff and they advised they were doing this for me as a favor. When I walked into my room I noticed it was hot and the AC was not working. In addition, the room was next to the party pool, which is what i was trying to avoid. The staff then changed me to a different room, and advised they would rather me stay in this room instead of refunding me my money. The room was still hot and humid and the AC in this room was unacceptable. The food at this resort was poor and its not worth the high price I paid for this resort. I would recommend you avoid this resort unless you want a mediocre hotel. This is by far the worst resort I have ever stayed in while vacationing in Mexico.
Comment from Hotel Management
Aug. 7, 2024 by Sunscape Puerto Vallarta Resort & Spa., Hotel Management
Dear Guest,Thank you for taking the time to share your experience with us. We deeply regret to read about the challenges you faced during your stay.Regarding the early check-in fee, we understand your frustration and will work on making this clearer for future guests.We also apologize for the inconvenience with your room allocation and the air conditioning issues. Your comfort is our priority, and it is disappointing to learn we fell short in this regard. We will address these concerns with our maintenance and front desk teams to ensure improvements are made.We strive to provide a variety of dining options to satisfy all our guests, and we regret to know that the food did not meet your expectations. Your feedback will be shared with our culinary team to enhance our offerings.We appreciate your feedback as it helps us to improve our services. We hope to have the opportunity to welcome you back in the future and provide you with a more satisfactory experience.Sincerely,
by A traveller
Posted Aug. 1, 2024 on Expedia
Comment from Hotel Management
Aug. 22, 2024 by Sunscape Puerto Vallarta Resort & Spa., Hotel Management
Dear guest,Thank you for taking the time to rate your recent experience at Sunscape Puerto Vallarta Resort & Spa. We regret to know that we fell short of your expectations during your stay. If you have any specific feedback or concerns that you would like to share with us, please do not hesitate to contact us directly. We hope to have the opportunity to welcome you back in the future and provide you with an even better experience.Best regards,
by A traveller
Posted Aug. 1, 2024 on Expedia
Comment from Hotel Management
Aug. 2, 2024 by Sunscape Puerto Vallarta Resort & Spa., Hotel Management
Estimada Alma, Gracias por tomarse el tiempo de calificar su experiencia reciente en Sunscape Puerto Vallarta Resort & Spa. Lamentamos saber que no cumplimos con sus expectativas durante su estancia. Si tiene comentarios o inquietudes específicas que le gustaría compartir, no dude en ponerse en contacto directo con nosotros. Esperamos tener la oportunidad de darle la bienvenida nuevamente en el futuro y brindarle una experiencia aún mejor.Cordialmente,
by A traveller
Posted Jul. 19, 2024 on Expedia
Comment from Hotel Management
Jul. 22, 2024 by Sunscape Puerto Vallarta Resort & Spa., Hotel Management
Dear guest,Thank you for taking the time to rate your recent experience at Sunscape Puerto Vallarta Resort & Spa. We regret to know that we fell short of your expectations during your stay. If you have any specific feedback or concerns that you would like to share with us, please do not hesitate to contact us directly. We hope to have the opportunity to welcome you back in the future and provide you with an even better experience.Best regards,
by A traveller
Posted Jul. 17, 2024 on Hotels
Terrible. A/C not working and nothing was done to make it better or offer better service to accommodate us.
Comment from Hotel Management
Jul. 18, 2024 by Sunscape Puerto Vallarta Resort & Spa., Hotel Management
Dear Guest,We sincerely apologize for the inconvenience you experienced with the air conditioning during your stay. It is disappointing to hear that we did not meet your expectations in terms of service and accommodation.Your comfort is our top priority, and we take your feedback seriously. We will review this matter internally to ensure that such situations are not repeated in the future. We hope to have the opportunity to welcome you back and provide you with a much more pleasant experience.Sincerely,
by A traveller
Posted Jul. 15, 2024 on Expedia
Comment from Hotel Management
Jul. 17, 2024 by Sunscape Puerto Vallarta Resort & Spa., Hotel Management
Dear Nidia,Thank you for taking the time to rate your recent stay with at Sunscape Puerto Vallarta Resort & Spa. We are happy to learn you had a pleasant stay and hope to welcome you back in the near future. If there is anything we can do to make your next stay even more enjoyable, please let us know. Best regards,
