2/10, Horrible
Chrystal
3 de nov. de 2025
Què li ha agradat: Neteja
Què no li ha agradat: Personal i servei
Formal complaint-Re: Receptonist Marriana
I arrived at your property on Sunday, October 26th at approximately 10:00 a.m. I work regularly in Nuevo Vallarta and was considering a two-week stay, so I stopped by to inquire directly about rates or promotions before booking online. As an Expedia Gold Member, I had already confirmed that rooms were available and that I was eligible for my membership discount.
At the front desk, I spoke with Marianna, who provided an extensive sales pitch for an “early check-in” fee of 400 pesos. She emphasized that paying for this option would be better and allow me to relax and shower, repeatedly insisting it was the best choice. I politely declined, explaining that I planned to spend the day in Bucerías and would return later.
When I returned around 1:45 p.m., Marianna told me that because I had declined the early check-in, my room would not be available until 3:00 p.m. I accepted this and simply requested to wait by the pool. Notably, the hotel appeared nearly empty—I only saw one family during my stay.
I stayed one night and spoke with Gustavo, the manager, the next morning to express my concern that Marianna had requested cash and had misrepresented the hotel’s occupancy to pressure me into paying an unnecessary fee. The interaction made me feel uncomfortable and misled.
While I enjoyed the property itself, this experience with the front desk staff left a very negative impression, and unfortunately, I will not be returning to this hotel.
Chrystal
Estada d’1 nit (oct. 2025)