Avaliação dos hóspedes
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Amazing suite and view...worse service ever !!!
Avaliou em 19 de Dezembro de 2020
The place is terrific !!! Our suite and the view also ! This is where the positif stop. Now, the reality : This list is what was included in our suite but we never had : Bottles of Water, Private bath with hydromassage, pantuflas, paper towel. I made the search for 3 persons and I was offered the Maestra. When I paid, I discovered that I was charged 2000$mxn for the 3rd person (surprise !). I asked the owner, the previous day for water for 3 persons and everything for 3 since I was paying an extra hidden fee ! He confirm to do everything for a pleasant stay and offer me to use a private bath with hydromassage in another suite. When we arrived, he was absent and the man at the reception could not help us with nothing. Nobody was wearing mask, nobody ! I asked twice to see the owner on his return. He never came . The cleaning lady (no mask, no gloves)knew nothing about the 3rd one. I had to ask for everything even hands soap, cup, bathrub gown, coffee. On the terrace, I found a beer can, Kleenex. The owner erased 9 details after my comments and even erase my own comments to keep only the goid ones !!! Don’t go there, the owner lies !!!
Lovely, relaxing stay.
Avaliou em 19 de Outubro de 2020
The property and grounds were wonderful. We stayed in the Executive. Between the view, the marble details, the gigantic bathroom, the direct access to the pool; it was all a treat. The grounds made us feel like we were in a tropical forest. The landscaping attracts all kinds of birds, butterflies, and lizards. Very quiet. Very relaxing. We liked just watching the boats come in/out all day.
Everything worked as expected during our visit: showers, hot water, fridge, flatscreen, A/C, WiFi (fast too).
Our Host, Francisco was very welcoming. He gave us a tour of the entire property including the Penthouse (stunning, BTW), and recommended places to eat, hike, and visit.
There's a path from the property that leads you directly into town. It's a two-minute walk and very convenient. But, keep in mind that it's on the side of a cliff, so it's not paved, and not lit at night.
Gorgeous Property and Views, Poor Service and Terrible Communication
Avaliou em 12 de Março de 2020
We stayed here back in February in the Panoramic Suite. When we checked in around 6 p.m., there wasn't anyone at the front desk. We waited and called the main number after about ten minutes and it took another ten for the owner to get there.
The suite was gorgeous with amazing finishes and the view was stunning. We really enjoyed sitting on the balcony and watching the sunset as we drank a glass of wine or Pacifico. The shower was nice but the hot water wouldn't work. I'm a big guy and had to put all of my body weight into the handle to get it into the hot water position, which we didn't find out until our final day so it was cold showers all week. We went to the front desk and asked about this on day two but the owner couldn't be bothered to look at it. We also asked on day three and he still didn't do anything. Said he'd have to call an electrician and that was apparently too much work. They completely shut the water off on the last day and we were completely without showers or water before we left with no warning. This is very below expectations for a self-labeled "luxury" hotel.
Overall the property was very nice and well kept. There are only a few rooms, so we felt like we had the place to ourselves the entire stay. Facilities were clean but there were some run-down spots that could use a remodel, like the pool restroom. The pool below the waterfall was very cold so we didn't swim. The infinity pool was murky and we didn't swim in it.
The breakfasts were decent, but very limited menu and terrible service. They would take our order, deliver the food, and never come back. They also spoke no english but luckily our spanish was enough to get an order in. Each morning we had to chase down the lady to get our coffee refilled or get salsa, an extra napkin, etc.
The dinners were very pricey and the food was mediocre, especially for the price. Had a great fish filet but the sides were bland. The chef was really nice and provided the best service in the facility. Management didn't let us know that they were having a wedding on a Sunday night and the dining area was completely occupied. We had to resort to eating chips for dinner twice because the local restaurants close at sunset and we weren't up for an hr round trip to PV. They also didn't let us know that they don't serve dinner Monday nights, so we had chips and snacks again.
Above the dining area was a lot of construction that started around 8 a.m. during the week. It was pretty loud. The construction workers seemed to be staying at the property in a camping tent down by the villas below the dining area which was odd. I also overhead them speaking about my wife in a less than appropriate manner.
Speaking of the local area, Boca is a great spot if you want to primarily go to Yelapa, Playas Animas, etc. Take the water taxi for like $5 usd. Don't get tricked into the private boat options. They're all a ripoff for like $100 usd for the day and they'll dump you at a local beach after an hour of snorkeling. Boca itself is very grungy though and definitely not somewhere to hang out. Very dirty beach with a lot of stray dogs.
Overall, we enjoyed this hotel for the sunsets, scenery, and access to secluded beaches. It's the nicest option we found in Boca and could be a great place under better management.
Poor Customer Service
Avaliou em 12 de Março de 2020
Upon arriving, the nicest person helped us with our bags. I'm sorry I don't know his name. Unfortunately, it was downhill from there. We were shown a choice of rooms that was very nice of the manager. One was nicer than the next. We chose the Bianca Suite which was truly gorgeous. All was well till the next morning when I tried to take a hot shower. A screw head popped off the shower head and there was no hot water. I was told by the manager it would be fixed that day. I t wasn't so we were moved to the master suite. That was fine. The next day we moved back to the Bianca Suite. We were told the hot water was all the way to the right. It was all the way to the left. In front of myself and my husband, the manager yelled at the employee who gave us the incorrect information. That was awkward. The restaurant: well, it was ok. Only three tables were being served and all the orders got mixed up.....oh well. The path down to town is fine going down. Quite a hike back up. Shouldn't we have been this? Don't think I'd return.
Worse experience of our trip....and weird, not in a good way
Avaliou em 5 de Março de 2020
Sometimes stuff is out of your control. Like when our flight into Puerto Vallarta was delayed by a couple of hours. We arrived at the Villa Armonia later than expected, around 11pm. It was dark, and no kidding - the place was gated and chain up like a compound, with no lights on around a reception area and no one to receive us. When we called the hotel number, someone picked up and then abruptly hung up on us after we called out; "Hello? Hello?". Luckily our Uber driver hadn't abandoned us, and took it upon himself to call the hotel. He too, was initially hung up on but he persisted. His second call was answered by someone who sounded asleep (by the driver's account), and tersely reprimanded that we were late, and what did we expect? Only when our driver asked if we should be driven to another hotel, did this person advise he would be there to let us in. He arrived at the gate in 5 minutes to march to to our room. To was not a warm let alone pleasant greeting, and I had to wonder if the other guests agreed to be locked inside this hotel at 11pm at night?!
The place is large and extravagant, with very expensive marble and wood finishes. The view from our balcony was nothing short of amazing. But I would feel remiss not to share some weird touches. Stuff like: water jets were installed in the tub, but didn't work, light switches with 8 buttons but operated only two lights, door knobs that turned the wrong way or door handles that rubbed the door frame, a massage chair with the power disconnected and discarded, toilet seats that did not fit or match the pillbox-style toilet, and a closet messy with a wifi/modem/TV transmitter and wires buzzing loud enough to hear from our bed. And by our bed, an envelope from our cleaner asking that tips be put in it. No matter, we were checking out the next day, but things got even weirder in the light of day.
In the morning we went downstairs where only two other parties were seated at tables. The was a white-board listing about 6 items (in English) we could have for breakfast, and a local woman who seemed to do both the cooking and serving. The breakfast was pretty good, why was there only 2 or 3 detectable parties in this big hotel? It felt very empty for a place of it's size. When we went to check out with some guy at the desk, SURPRISE! There was a bunch of additional charges to our breakfast bill. My partner advise we only had coffee and one dish each, but the desk guy told us he would have to call and speak to the kitchen. After his call, he returned that the staff said we did order those items, and besides, it would cost more money to reverse those charges on his credit card than the cost of the items themselves. True, the additional plates of fruit and drinks and eggs or whatever were not expensive, but we didn't order or eat them! And this guy was like, "it's too late and too much trouble for such a little amount". We counted our blessings that we were leaving such an inhospitable and predatory environment, and got a cab the hell out of there. Rest of our vacation was great, and experienced wonderful hospitality elsewhere. It's just a shame that such a beautiful place is marred but the deceit and neglect of the hotel employees. Did I mention weird?