Sunscape Puerto Vallarta Resort & Spa

Recent Reviews: 7878

• User:Matthew S

  Trip type: Family

  Solid resort!

  08 Jun 2026

  Overall a pretty solid visit. Staff were great, especially the Kids Club - Sandra and Diana took care of our boy so well. He asked to go from the moment he woke up till late at night. An unexpected free time blessing! Thank you to the entire Explorers Club team!The resort was solid overall although the restaurant selection was limited and misleading. Regardless, the mole pollo was amazing! Everyone was friendly, prompt and accommodating. Food choices were the only thing really lacking. Don’t let that deter you, as there is plenty nearby that is also fantastic. Had the best arepas of my life at the mall next door.

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• User:Shaneef K

  Trip type:

  Great Location and Beautiful Views, But the Resort Feels More Like an Institution than a 4-Star Resort

  08 Jun 2026

  The best part of our stay at Sunscape Puerto Vallarta Resort & Spa was without question the location and the view. The beachfront setting, ocean views, mountain backdrop, and sunset from the pool area were genuinely beautiful. Puerto Vallarta itself is stunning, and the resort is well positioned for guests who want easy access to the beach and town.Unfortunately, the property itself did not come close to matching the experience we expected from the online photos or the resort description. We arrived expecting a four-star beachfront resort, but much of the hotel felt dated, neglected, and in need of significant refurbishment. Some areas felt stark and institutional rather than warm or resort-like.Our Club Suite had a beautiful view, but the room and surrounding areas felt tired and basic. There were visible maintenance issues, including damaged walls, broken or worn fixtures, torn drapes and screens, cracked or poorly repaired areas, and furniture that looked heavily worn. These were not small cosmetic details. They affected the overall comfort and impression of the stay.The Sun Club experience was also disappointing. The check-in process, which was meant to feel like a VIP arrival, involved being taken through a dark hallway and dealing with a broken elevator. It would have felt more professional and efficient to simply check in at the main front desk. The Sun Club amenities were dated, and the food options did not feel elevated.Food and beverage was another area that fell well below expectations. The buffet presentation was not especially appetizing, restaurant availability was inconsistent, and not all dining options were open at the same time. Coco Café was advertised as 24 hours, but after 9 p.m. the selection did not feel fresh or well stocked.Service was inconsistent. A few team members stood out in a positive way, especially Jorge at the pool and buffet area, Fernanda at Seaside Grill, and Yesenia from housekeeping. They were warm, professional, and clearly doing their best. However, broader communication and responsiveness across the resort were disappointing, and the VIP service experience did not feel properly equipped to handle guest concerns. Jenifer from VIP Services and Noemi, hostess at the Italian restaurant are not suited for the roles that they are in - personal agenda took priority over guest services for both.Housekeeping was one of the stronger parts of the stay. Yesenia kept the room tidy and did the best she could with the space she had to work with. That said, housekeeping cannot make up for a room and property that need major repairs and updates.Entertainment was also lacking. Compared to other resorts we have stayed at in Mexico, the evening programming was very limited. We ended up leaving the resort nightly and going into town because there simply was not enough happening on property to keep us there.Overall, this resort has potential because of its location, beach access, and views, but the current guest experience does not match how it is marketed. The property needs serious investment, stronger service standards, better food and beverage execution, and a much more consistent approach to guest care. Based on this stay, I would not return unless there were major renovations and clear improvements.

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• User:Justin B

  Trip type: Couples

  Dilapidated Property and Disappointing Experience

  26 May 2026

  I recently stayed at Sunscape Puerto Vallarta and, unfortunately, it was one of the most disappointing resort experiences I have had. The property feels extremely dated, rundown, and poorly maintained. In its current condition, it honestly feels like it needs a complete redevelopment rather than cosmetic repairs.We upgraded to the Sun Club, which is marketed as a VIP experience. Upon arrival, we were directed to a separate VIP check-in area that required walking through a maze of dilapidated hallways and neglected sections of the property. This was our first impression of the resort, and it was terrible. No guest should be greeted with that experience.The problems continued in our room, which was missing basic necessities including towels and soap. Throughout the resort, it was obvious that cost-cutting measures are taking priority over guest experience. Food selection was extremely limited, and many items were regularly out of stock. Rather than choosing what you wanted, you often had to settle for whatever happened to be available.The restaurants were also uncomfortable because none of them appeared to have air conditioning. Dining in the heat was unpleasant, especially given the resort's outdated dress code requiring men to wear collared shirts and long pants for dinner, while women were permitted to wear much more casual attire. The policy feels both outdated and inconsistent.The overall condition of the property was poor. Towels were worn out and ratty, maintenance appeared deferred throughout the resort, and many areas looked neglected. It is clear that very little investment is being made into the property and management appears focused on minimizing costs rather than improving the guest experience.I genuinely felt sorry for the staff. Most employees were friendly and doing their best, but they appeared to be working with limited resources and an aging facility. The shortcomings felt more like a management and ownership issue than a staff issue.Management was also disappointing. The building manager was never available when needed and seemed largely absent from guest concerns. When Hyatt attempted to make things right, they offered us a complimentary day pass to a nearby Secrets resort. What they failed to disclose was that obtaining the day pass required attending an Unlimited Vacation Club sales presentation. We only discovered this after arriving and ended up wasting an entire morning trapped in a high-pressure sales pitch instead of enjoying our vacation. Had this been disclosed upfront, we could have made an informed decision about whether the offer was worth our time.One thing that surprised me while reading reviews is that many of the positive reviews appear to come from domestic travelers who may have different expectations of resort accommodations. As an international traveler accustomed to the standards typically associated with Hyatt-branded resorts, I found the condition of this property completely unacceptable. Large sections of the resort feel dark, neglected, and institutional rather than welcoming or relaxing. At times, walking through some of the interior corridors and older sections of the property felt more like a neglected apartment complex or prison than a beach resort.Overall, this resort falls far below the standards I would expect from a Hyatt-affiliated property. The facilities are rundown, food and amenities are lacking, management is ineffective, and guests are subjected to undisclosed sales tactics. I would not recommend Sunscape Puerto Vallarta and would strongly encourage travelers, particularly international travelers expecting Hyatt-level quality, to consider other resorts in the Puerto Vallarta area. There are far better options available that provide the level of comfort, maintenance, service, and transparency that guests deserve. Alison Cruz, Propietario at Sunscape Puerto Vallarta Resort & Spa, responded to this review Dear Guest,Thank you for taking the time to share such a detailed account of your recent stay. We are truly sorry to learn that your experience did not meet your expectations and regret the inconveniences you encountered throughout your visit.Please accept our sincere apologies for the condition of the facilities and the impression you received upon arrival. At the same time, we truly appreciate your kind words about our staff. We are proud of their dedication, especially when facing operational challenges, and your recognition will be shared with the team.We understand your disappointment and sincerely regret that we were unable to provide the level of service and quality that you expected. Your feedback is extremely valuable and will be taken into serious consideration as we continue working to enhance our facilities and overall guest experience.Thank you again for bringing this to our attention.

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• User:rcormier12345

  Trip type: Friends getaway

  Be warned. Don’t make the same mistake I did!

  21 May 2026

  I am currently here and, unfortunately, I’m extremely disappointed with our experience so far. We are on day 3 of 10. Let me start at the beginning. We checked in and were a little shocked by how dated and worn the resort felt. To be fair, I understand this is a budget hotel in Mexico, so I tried to keep an open mind. However, when we entered our room, we quickly realized it had not been cleaned at all. I called the front desk (very politely, I might add), and they hung up on me. I initially gave the benefit of the doubt and assumed there may have been a language barrier. By 10 p.m., no one had come to clean the room, and we had no choice but to go to sleep in someone else’s dirty room. Staff didn’t arrive to clean it until the next morning. Spending your first night of vacation sleeping in an uncleaned room is completely unacceptable.The issues didn’t stop there. The food has been nearly inedible, my husband was sick the first night, and thankfully there’s a restaurant across the street off the resort because we’ve ended up eating elsewhere. Don’t even look at how they wash the cups for the drinks 😳This morning, when we asked about getting mimosas for my husband’s birthday, staff rolled their eyes at us. I have read about very friendly staff here, but I haven’t met them yet. Later, at the food court, a staff member dropped an entire bucket of oil all over my brand new suede Birkenstocks and my linen pants.I could honestly go on and on, but after booking 10 days here, we’ve made the decision to spend additional money to move to the Riu. We won’t be getting any money back, but at this point, getting out of here feels worth every penny.I rarely leave reviews like this, but I truly wish I had read something similar before booking. Alison Cruz, Propietario at Sunscape Puerto Vallarta Resort & Spa, responded to this review Dear Guest,Thank you for sharing your detailed feedback. We are truly sorry to read about your experience and sincerely regret that your stay has not met your expectations. This does not reflect the level of service we strive to provide, and your comments have been shared with the appropriate departments to be addressed immediately.Your feedback is extremely valuable to us, as it helps identify areas where we must improve. We would have truly appreciated the opportunity to assist you during your stay and make things right.We sincerely regret that we were unable to provide you with the experience you deserved and appreciate you bringing this to our attention.

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• User:Leonardo B

  Trip type: Family

  Review of Sunscape Pto. Vallarta

  16 May 2026

  That was a great experience, the room was so clean and peaceful, with a great view to te beach, I like the treat of the people and the food was so good, very good experience at the beach in Vallarta. Alison Cruz, Propietario at Sunscape Puerto Vallarta Resort & Spa, responded to this review Dear Guest;Thank you very much for sharing your review of Sunscape Puerto Vallarta.We’re delighted to know you had such a great experience and that you enjoyed the cleanliness and peacefulness of your room, the beautiful beach view, and the quality of our food. It’s especially rewarding to hear that our team’s service made your stay even more enjoyable.We truly appreciate your kind words and are happy that your time in Vallarta was memorable. We look forward to welcoming you back for another wonderful beach experience.

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