Casa Dona Susana

Recent Reviews: 1422

• User:thursdaynext

  Trip type: Couples

  Our first stay, but not our last!

  29 May 2026

  We recently enjoyed a 10-day couple’s getaway at Casa Doña Susana. From check in to checkout we had nothing but excellent service! The 1st floor room we reserved had a large balcony right over the main entrance, which was great for people watching. Might be a bit too close to the action for some folks. The king mattress felt as though it may have been brand new- best sleep in weeks- LOL. AC was perfect. Enormous walk-in shower and separate toilet room for those who like a door! Be advised that facecloths are not provided (like many older hotels we have stayed at), so we scored a couple of inexpensive microfiber ones at a local bodega. Body wash, shampoo, and hand soap are furnished, as well as four bottles of purified water each day.The hotel has a pretty courtyard with an enormous fiddle leaf fig tree rising all the way up to the 4th floor, providing shade for much of the rooftop pool. The pool itself is small, but varies in depth enough to paddle a bit on the shallow end or submerge on the deep end. The palapa side of the pool deck is furnished with rattan tables and cushioned chairs- perfect for chilling out. The wi-fi is perhaps the strongest up on this level, in case you need fast downloads. Much thanks to our lovely main housekeeper, Gloria, and also the other lady whose name we didn’t catch ☹. They could not have been kinder or more helpful.At the front desk we would like to thank Elizabeth, Alfonso, and Moises. Also, Alberto #1 for MUCH helpful information poolside. Alberto #2 got us safely delivered to our taxi back to airport.This hotel is one of those that are extremely convenient to the beach and all the wonderful restaurant options to choose from in the RZ. Will definitely return to this lovely place in the future! Miguel Gradilla, Atención al huésped/Recepción at Casa Dona Susana, responded to this review Dear thursdaynext Thank you so much for sharing your wonderful and detailed review. We are so happy to hear that your 10-day getaway at Casa Doña Susana was such a pleasant experience, from arrival to departure.It's a pleasure to know that you felt comfortable in your room and enjoyed the balcony, the amenities, the beautiful patio, the rooftop pool, and the convenient location in the heart of the Romantic Zone. We are especially pleased to know that you had such a relaxing stay and were able to fully enjoy everything our property has to offer.Your kind acknowledgment of Gloria and our housekeeping team means a great deal to us. We will share your kind comments with her, as well as with Elizabeth, Alfonso, Moisés, Alberto, and the rest of the team you mentioned. They will be delighted to know that their efforts contributed to making your stay so memorable.Providing warm and attentive service is at the heart of our work and knowing that our team made you feel welcome and cared for during your visit is the greatest compliment we could receive.Thank you again for choosing Casa Doña Susana and for sharing your experience. We look forward to welcoming you back and providing you with another wonderful stay in the company of your loved ones.Sincerely, General Manager.

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• User:543jamiew

  Trip type: Couples

  Great Couple's Stay - Missing Water and Ice

  11 Apr 2026

  My husband and I (late forties) enjoyed our stay at Casa Doña Susana. The resort is beautiful, the rooms were very clean, and the staff was excellent. The beach team was amazing; the servers were attentive and the umbrella crew worked incredibly hard during a very busy Easter week. My only disappointments were that the rooftop pool bar wasn’t open, and that Casa Doña Susana didn’t have water or ice available on-site, so guests had to walk over to Los Arcos once the four daily bottles ran out. Otherwise, a lovely visit. Miguel Gradilla, Atención al huésped/Recepción at Casa Dona Susana, responded to this review Dear 543jamiewThank you so much for taking the time to share your experience with us. We are delighted to hear that you and your husband enjoyed your stay at Casa Doña Susana and found the resort beautiful, the rooms very clean, and our staff excellent.Your kind praise for our beach team means a great deal to us. We will gladly share your comments with the waiters and umbrella staff, who work diligently to provide attentive service, especially during peak periods such as Easter.We also appreciate your honest feedback on the rooftop pool bar and the availability of water and ice at the hotel. Your comments are very valuable, and we will share them with our team as we continue to look for ways to enhance the experience and comfort of our guests.We are so happy to hear that you had a wonderful visit and look forward to welcoming you back in the future to continue creating unforgettable moments with your loved ones.Sincerely, General Manager.

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• User:1Reston

  Trip type: Couples

  Comfortable but sunny balcony.

  11 Mar 2026

  The location of the hotel couldn’t be better if you like access to restaurants and night life in the Romantic Zone. We reserved a balcony room and lucked out because of cancellations and were given room 106 with the expanded balcony over the entrance below. The room itself is huge and spacious even with a king bed in it, and the bathroom is very spacious as well. Air conditioning was great and the room was spotless. The spartan all-concrete appearance is really fine, as far as I am concerned at least, as long as the basics are good, which they are. The rooms with balconies—the premium rooms—are the ones that are the most spacious and comfortable, I believe, even though there is some street noise there until early morning. Soundproof patio doors would be a great improvement for the hotel to make. The only drawback to the balconies is that when it is sunny, all the balconies get full hot sun from about 10 am to 4 pm. The balconies at the Los Arcos Suites across the street are in the shade all day long, which is a real advantage if you are a balcony person. There is a dipping pool and palapa bar up top and another pool available to hotel guests at ground level at the Los Arcos Suites across the street. I never saw anyone at the latter, not even anyone sitting on the deck around it, while there were usually folks at the dipping pool. I am not sure whether hotel guests can also use the pool at the Hotel Los Arcos, the third of the group hotels, located on Olas Altas street. . But you can get all-inclusive meal arrangements for the restaurant there or buy tickets for individual breakfasts at Hotel Los Arcos at discount prices from the desk at Casa Doña Susana. Miguel Gradilla, Atención al huésped/Recepción at Casa Dona Susana, responded to this review Dear 1Reston Thank you very much for taking the time to share such a detailed review of your stay with us.We are delighted to hear that you enjoyed our unbeatable location in the Romantic Zone and that you were satisfied with your spacious room with balcony, the comfort of the bed, the air conditioning, and the cleanliness of the room. It is wonderful to know that these details contributed to making your stay comfortable and enjoyable.We also appreciate your helpful comments about the balconies, street noise, and shared facilities within the Los Arcos family of hotels. Feedback like yours is invaluable as we continue to look for ways to improve our guests' experience.We sincerely appreciate your visit and hope to have the pleasure of welcoming you back in the future, to continue offering you unforgettable moments in the company of your loved ones. Sincerely, General Manager.

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• User:DisforDrew

  Trip type: Solo travel

  Hospitality when it matters most

  05 Mar 2026

  This is a weird review, because I was only at the hotel for 1 night, but I felt this was the most important one to leave. I was in PV when the city was going through a weird time. One of the many reasons I will absolutely be back is because of how far above and beyond the wonderful people of Puerto Vallarta are willing to go to make you feel at home. Elizabeth went out of her way to make check in and check out as efficient as possible and was kind enough to allow us late checkout while there was some unrest outside. I want to be clear that I felt safe and at home in PV and am looking forward to returning, but it was Elizabeth’s kindness and generosity that have ensured I will specifically be back to to Casa Doña Susana. She encountered us during a very stressful situation and I could not be more thankful for her warmness and kindness. Miguel Gradilla, Atención al huésped/Recepción at Casa Dona Susana, responded to this review Dear DisforDrew Thank you very much for taking the time to share your experience with us.We sincerely appreciate your kind words about Elizabeth, who we are sure will be delighted to receive your recognition, as her kindness and dedication made such a positive difference during your stay, especially at such a stressful time. Our team always strives to support our guests and help them feel safe, comfortable, and welcome.It means a lot to us to know that you felt at home and are looking forward to returning. It will be an honor to welcome you back to Casa Doña Susana on your next visit to Puerto Vallarta to continue creating unforgettable moments.Sincerely, General Manager.

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• User:Kate B

  Trip type: Solo travel

  Deceptive advertising - beware !

  15 Feb 2026

  On arrival I was put in a windowless room down a dark hallway, next to the men's bathroom, with a broken AC that only worked on very cold, infested with mosquitoes and a defective door lock. The front desk was not willing to help, insisting this was a "standard room" and they had nothing better to offer. In no way did the description indicate that the room was windowless, and similar rooms in the area around the same price point had windows with views and/or balconies. There was A LOT of noise during the night, at one point it sounded like an altrication in mens bathroom nextdoor to my room. Spent most of my first night on the rooftop crying and communicating with bookings.com. Next day, I spoke with the front desk at the affiliated Los Arcos Suites, who clarified that there were better rooms available at Casa Susanna. But when I went back to ask the front desk at Casa Susanna, he acted clueless until I stated that Expedia had agreed to cancel my reservation if the situation was not resolved. Then, suddenly there were 2 better rooms available! Really deceptive and disappointing - avoid this hotel if you want to avoid arrival hassels. Miguel Gradilla, Atención al huésped/Recepción at Casa Dona Susana, responded to this review Thank you for your feedback. We sincerely apologize for the inconveniences you experienced during your stay. This is not the standard of service we strive to provide.We regret that your concerns were not addressed as promptly as they should have been and truly appreciate you bringing this to our attention. We are reviewing this internally to improve our service and prevent similar situations in the future.We hope you will allow us the opportunity to welcome you back and provide you with the experience you originally expected.

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