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All reviews la villita time share the club lounge pool bar vacation club mexican fiesta all inclusive package close to downtown ocean view concierge desk poolside service timeshare presentation buffet restaurant pool side nice resort pool staff our waiter
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4,353 - 4,358 of 8,449 reviews
Reviewed 25 September 2011

The hotel facilities themselves are nice and the location is convenient, but the customer service at the hotel was very poor. The problems started when we checked in. The front desk clerk did not have a record of the $150.00 food and beverage credit provided for in the package. Thankfully we had a record of our reservation and the front desk made a copy of that reservation to verify the credit.

We stayed five nights at the hotel. Two of the nights the air conditioner stopped working. We woke up in a very hot room and were unable to sleep. Upon calling the front desk, the front desk agent informed me that that air conditioner was not working in the entire hotel. The agent did not apologize for the inconvenience. The air conditioner was fixed later that morning, but the air conditioner stopped working again the next night. We came back to the hotel to a very uncomfortable room. Again, I contacted the front desk agent and was informed the air was out in the entire hotel. Also again, the agent did not offer any apology or any accommodation.

Another evening before going to dinner, we went to the front desk to request a currency exchange. The front desk rudely informed us that he could do nothing, as they could not exchange funds until 10:00 am the next day. That was fine since we were able to use a credit card, but there was no reason for the rudeness of the agent.

The first day we were there we went to the pool and requested three towels so that we could lie on two and use one to dry off. The person handling the towels refused to provide three towels, informing us that there were only two of us and we could only have two towels. This despite that fact that we had to complete a form with our room number and the number of towels we were using. It was rather inexplicable that he refused an additional towel that could have easily been tracked (and, of course, not to mention that I had no desire to steal used pool towels from the hotel).

The night before we checked out, I requested a late check out for the next day because our flight was at 5:10 pm. The agent informed me that was fine, but that I would need to check back the following day at noon to request a replacement key because the key would automatically re-set at noon. I went down to the front desk shortly after noon to request the replacement key, but the front desk agent informed me there would be a charge for a late check out. I told the agent that the agent from the prior night did not inform me of any charge. Moreover, the hotel was not at capacity at all (it appeared that the hotel may have been 25 – 50% booked at that time) and so there was not any need to make the room available for other guests. The agent then agreed that I could stay until 1:30 pm without a charge. He then modified this to state that we could stay until 2:00 pm, but he was very unpleasant about the request.

Upon checking out of the hotel, the front desk agent gave me an invoice that did not include the $150.00 credit. I had to again inform him that we had that credit and that he had copied our reservation at check-in to verify that. It took some time before they were able to again verify the credit and produce an accurate invoice. We then went to walk around the hotel for a minute while we awaited our taxi cab. When coming through the lobby, the front desk agent informed me that he had undercharged me because the credit was for food and beverage only and not for tips. That was rather interesting, as I paid approximately 600 pesos for the amounts the $150.00 credit did not cover. I explained that the 600 pesos I paid was more than the tips from the bills. He did not understand that even after I explained it multiple times and even used his calculator to show him. He apparently gave up trying to understand and said he would not charge me anything else.

While we enjoyed our stay in Puerto Vallarta and the hotel facilities were nice (other than the broken air conditioner), the customer service was horrendous. The staff was not helpful and it seemed a bother if we asked them for any kind of service. I have stayed at many Starwood hotels throughout the year. This was the worst experience I have had at such a hotel. The staff at the hotel needs significant training in customer service. It is rather easy to satisfy customers with smiles and a desire to make the experience pleasant. The staff at the hotel has no idea how to treat customers properly.

We were very disappointed with the service and we left with an unpleasant feeling toward the hotel. Our vacation could have been that much more pleasant with some very basic customer service skills demonstrated by the hotel staff. Unfortunately, that was not the case.

Date of stay: May 2011
  • Trip type: Travelled as a couple
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8  Thank JasonW897
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
RPSheraton, Public Relations Manager at Sheraton Buganvilias Resort & Convention Center, responded to this reviewResponded 28 September 2011

Dear Jason:

Thank you for publishing your comments on Tripadvisors' webpaga in regards to your past stay at the Sheraton Buganvilias Resort & Convention Center.

With great concern I learnt about the poor experience you had during your visit in our resort and staff, please accept our most sincere apologies. Your feedback is highly welcome as it contributes to increase our quality levels, guest experience and staff performance.

We will thoroughly analyze our current operating procedures in which we have failed to provide you with our best customer service expected and avoid, by all means, that our future guests feel their needs were not properly addressed. Immediate action will be taken in order to prevent recurrence of actions of such a nature from happening again to any of our guest. We deeply regret the inconveniences this situation may have caused you.

We appreciate your giving us the opportunity to correct and improve our customer service to keep higher Sheraton experience to all our visitors.

Sincerely

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 September 2011

I just to take one massage at least once a month in my city for the last three years in different places and for this vacation I decided to give a chance and and tried in this place two and I end up not only taking one but took relaxing massages with a lady named "Elda" and it was the most relaxing experience ever, she was very professional !!!

Date of stay: September 2011
  • Trip type: Travelled with friends
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1  Thank Hugo O
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 20 September 2011

We had a great family holiday ! The food and service were great ! We are really looking forward on going back next year for our family holiday!!!

Date of stay: September 2011
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5  Thank ZuloagaS
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 13 September 2011

It was 15 years ago that we first stayed at the Sheraton Buganvilias Resort in Puerto Vallarta. I had bought a 4-day, 3-night package through a travel agent. Until we arrived at the airport in PV, we didn't know in which of three hotels we'd be staying. A representative of the wholesaler met us within an hour of our arrival at the Sheraton to tell us about the aggressive time share sales that were common in PV, and warned us about the "free breakfasts" that many hotels were offering to lure prospective buyers. The very next morning, we attended one of those free breakfasts at the Sheraton and bought our time share! Since then, we've probably visited the hotel 20 times or more. The vacation club is operated within the hotel property, but is actually a separate business. We've stayed in both the hotel and the time share condos. The Sheraton is very tranquil and adult-oriented; it's so quiet that younger guests might think it's boring. We've been there in every season, and have never seen wild drinking games, wet T-shirt contests or other "spring break" craziness. There are organized activities like water aerobics and volleyball, "lotería" (Bingo), pottery painting and beach volleyball. There's also a kids' club, a gym and a couple of bars, and two restaurants. There's an on-site car rental agency, too. The Sunday brunch is phenomenal, with an excellent mariachi providing entertainment. We went to the traditional "Mexican fiesta" a few times, but now feel we've "been there, done that." We like the hotel's walking-distance proximity to the malecón and the touristy downtown, and there's also a Comercial Mexicana (Mega) supermarket a short distance away. If you're looking for a white sand beach, this is not the place; the sand here is golden and can feel more like gravel than powder. The hotel was closed for almost two years for repairs following Hurricane Kena. Would I recommend the Sheraton Buganvilias? Definitely; in fact, we're going back for two weeks in December. If you're looking for a restful, relaxing hotel with all the amenities, this is the place.

Date of stay: December 2010
  • Trip type: Travelled with family
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2  Thank GringoEnMexico
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 13 September 2011

we enjoyed are stay here very much. The pool was great and we had a beautiful ocean view room. Internet is slow but it's ok when you're on vacation. We had the all inclusive package. Buffet food was ok, sunday brunch was very nice. Too bad you can only go once too the specialty restaurant, the food there was nice. Overall a good experience, would go there again.

Date of stay: August 2011
  • Trip type: Travelled as a couple
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1  Thank orvalectiq
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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