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“Would not stay here for free” 1 of 5 stars
Review of Buenaventura Grand Hotel and Spa

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Buenaventura Grand Hotel and Spa
3.5 of 5 Hotel   |   Avenida Mexico 1301, Puerto Vallarta 48350, Mexico   |  
Hotel amenities
Ranked #50 of 120 Hotels in Puerto Vallarta
Seattle, Washington
1 review
6 helpful votes 6 helpful votes
“Would not stay here for free”
1 of 5 stars Reviewed August 28, 2013

I had stayed at this property a few years ago and it was very pleasant had the occasion to go again this past month. WHAT A DRAMATIC CHANGE! The only staff that was attentive and courteous were those being tipped with the exception of the maid who got tipped but failed to provide even minimum service. No towels half the time and the other half, no service at all. Signs of bed bugs too...no wonder! The worker who is to replenish the minibar seemed to only come around when the do not disturb sign was on the door so he could slip a note under that he had been by and to call for service. We did, it never happened. It was very clear that even though this is an all inclusive resort, they do everything in their power to make it as difficult as possible for you to get what you paid for. No snack bar, sur charge for room service, no ordering food while at the pool (unless you get dressed and go to the restaurant) SLOW service, not opening restaurants as promised, difficulty finding the concierge to make reservations for dinner...then the food is so mediocre...why bother? The breakfast buffet was okay if you can live with the bugs, birds and flies. Warm tap beer that on occasion had gone sour in the keg, watered down drinks with the lowest quality of liquor I have ever seen. I think they make it themselves, add coloring and funnel it into the existing bottles (I saw them do this with Gallo wine a few years back where they were filling nice wine bottles then wrap the towel around it to serve in the restaurant) Pool was cloudy and dirty, the water even smelled funny. Try to get a beach towel? Forget about it. One of the pool waiters, George I think, was way too touchy feely it gave me the creeps. Gus, Edwardo and Fausto were great so I avoided mr touchy feely. Front desk was rude and unhelpful at all times. They just couldnt be bothered to do their job. Wont ever be back.

  • Stayed August 2013, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bv_grand_hotel, General Manager at Buenaventura Grand Hotel and Spa, responded to this review, October 1, 2013
Dear Sugar M from Seattle, Washington:

Please accept my most sincere apologies for not having fulfilled your expectations. We are very interested in following up your comments.

Thank you for taking the time to post your experience with us.

Best regards,

Ronald Vega C.
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,111 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (162)
Date | Rating
  • English first
  • French first
  • German first
  • Italian first
  • Portuguese first
  • Spanish first
  • Any
English first
Kelowna, Canada
Senior Reviewer
9 reviews 9 reviews
Reviews in 6 cities Reviews in 6 cities
27 helpful votes 27 helpful votes
1 of 5 stars Reviewed August 25, 2013

this review is my opinion based on notes i took threw out my trip and as we just got back today this was my first act of business... if we can help even one person then the time i spend writing this threw exhaustion is worth it

when you pull up this resort is nothing special. we were greeted and check in was quick for us as we were the only family checking in. also upon checking in we were told to find the lady to the left of the desk for the activities and everything we needed to know. she was not there of course but i did manage to track her down alot later. she could not speak english very well, gave me all the resort info on a great double sided sheet of paper that was completely written in spanish (surprise surprise) so all the activities, the resort meal times, restaurant locations, how to make reservations, the rules, basically everything we needed to know we could not read...and had to figure everything out for ourselves as we went along (very frustrating)

rooms...
once we got up to our room it was a deluxe room (paid extra) and it was a bedroom and a living room, two decks (most rooms do not have balcony's) and a small kitchen with a small (didn't work) fridge... thats not entirely true the fridge kept our drinks a tiny bit cooler than room temperature but not by much. the overall room was nice but nothing special

our floor was great, it was the 4th floor which could only be accessed by elevator or stairs if you had a room key to swipe to get onto the floor ( i loved that)

the bathrooms were old and dingy and the balcony was covered in bird crap (which was not cleaned the entire time we were there)

there was one king sized bed and a pull out. i immediately went down stairs and asked for someone to come up and either make up the pull out for our kids or to leave me blankets so that i could make it up... no one came... my kids ended up sleeping with my beach sarong as a sheet and the top blankets from our bed... they did not make up this bed until late the next day... while we are on the topic of beds they are ROCK hard, both the king size and the pull out.

we had an electronic safe which was great except twice it would not let us into the safe and said "error" when we put in our code. we had to have someone come up twice to fix it and the second time he deactivated it so we could no longer use it. which was a pain as we had to carry everything around with us :(

maids were ok... there was nothing special or welcoming about what they do at this resort... no towel animals or anything cool... infact we left a big tip with a note asking for more water and beer please (in spanish).and as you only get two of each in each room.. she took our tip and gave no extra and we even had the added surprise of the beer my husband bought the night before being taken...


now lets talk food...
there is one small buffet are for breakfast and dinner... the breakfast there also has a cereal bar (with bugs crawling all over the jars) and a fresh fruit bar ( what i ate)
the food was ok... not much to choose from and we ended up eating off the resort for 90% of our dinners after that... the lunch restaurant i will say is alot better. the fish taco was great.

however right next door to the resort (walk to the beach, turn left first building on your left) is a great restaurant called the el barracuda with the most amazing fresh seafood and tacos (see tripadvisor reviews) it does not look special from the water but its delicious.

and i know what you are thinking, i paid for an all inclusive so why eat off the resort... well if you are looking to enjoy your trip you are going to be buying alot of things off resort. along with your dinners i would recommend you going out the main door turning right and going to the corner store and stocking up on water (cheap there) as each room at this resort gets 2 bottles a day (we had 4 people) you cannot get more believe me we tried and after our daughter got extremely sick from dehydration we started buying our own water... also might want to grab some booze from the corner store as well..

next topics... the resort bars and booze...
if you do not speak Spanish good luck getting service at any bar (except the lobby bar) we stood sometimes for 45 minutes to get one watered down drink... we did end up meeting another couple there and they also had the same problem and had been buying there alcohol off resort... we love going to all inclusive s to have a good time and drink and have fun... these drinks were no name liquor, watered down and took forever to get... they have the good liquor there on the wall for show and when my husband asked for a drink from one of those bottles the bartender said he wasn't allowed to open them and pulled out the no name liquor to make his drink. also none of the drinks use fresh ingredients they use only the gross over sugared mixes that you get from walmart...

so if you are thinking all inclusive so far to get what you want or need we have had to go off resort for water, booze and food...

i will say though that jorge the waiter by the pool is excellent we loved him, Angel in the dinner buffet is super great and Eric at the buffet is so helpful... that being said we only really had 3 people offer great customer service in the whole resort

my husband very much feels like we were treated second rate because we could not speak Spanish.

activities...

hahahahahaha what activities, there were a few but as they were all in spanish we could not participate...
i understand that we are in mexico but we did wonderful excursions off the resort who said everything in english and spanish, so why cant the resort...

grounds...
two smaller pools that were never cleaned there was stuff floating all over the top
( i now have a horrible rash that my doc says is swimmers itch from unclean pool) i just got home yesterday and the only water i was in was there so you do the math...

grounds were small and there is vendors all over the beach although a girl we met there got a massage from blanca on the beach on a massage table cost $25 for an hour massage... wish i would have tried it... my loss i guess... also the bathrooms in the lobby as well as the ones beside the pool were missing toilets seats which is gross ( see photos)


the only reason that i am giving such a high review of 1 star is because of the three men mentioned above and because of the location... the location is wonderful... its a ten minute walk to downtown... also its only 180 pesos to the zoo, 180 pesos to the dolphins, 140 pesos to the airport and 80 pesos to the marina for the pirates...

i do feel that for the money we paid to stay at this resort that it was a horrible disappointment. we will never come back, as we told the management when we checked out this morning...

i recommend you run far far away from here...

(sorry this is so long but i was taking notes thew out the trip so i could be as accurate as possible... we really do not

Room Tip: my advise, if you want a nicer room you have to pay more... book the deluxe oceanview rooms and beg...
See more room tips
  • Stayed August 2013, traveled with family
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bv_grand_hotel, Gerente at Buenaventura Grand Hotel and Spa, responded to this review, October 1, 2013
Dear cassandra k from Kelowna, Canada:

First of all, thank you for taking few minutes of your valuable time to share your experience about your visit to our Hotel.

I would like to take the opportunity to mention that we truly appreciate and read every one of our guests' posts, as we are sure that their feedback lead us to find their complete satisfaction.

Please accept my most sincere apologies for not having met your expectations. I assure you that we have reviewed your comment and actions have been taken to avoid the reoccurrence of a similar situation in the future.

Thank you again for bringing your experience to our attention. We hope to have the honor of welcoming you back, allowing us the opportunity of providing you a truly wonderful and memorable experience.

Truly yours,

Ronald Vega C.
General Manager
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Calgary
Senior Contributor
28 reviews 28 reviews
18 hotel reviews
Reviews in 14 cities Reviews in 14 cities
21 helpful votes 21 helpful votes
1 of 5 stars Reviewed August 16, 2013

Do not stay here. We checked out 10 minutes after checking in. First, the man at the front desk was grumpy and unhelpful. The front desk gave us lots of grief for requesting they honour our reservation with adjacent rooms. We did not want our family separated. Second, the restaurant was already full for dinner when we arrived at 4. We were told we should have made reservations before we arrived. Why pay for an all-inclusive plan when you cannot eat at the hotel? Third, our rooms were dirty. All three beds had signs of bed bugs - black specks and casings along the seams. One mattress had yellow stains on the side. The fridge was disgusting. The hotel was full, so there were no other rooms available.

I am so glad we booked with Westjet vacations. We called Kait, our Westjet agent in Puerto Vallarta. She found us a new hotel within 16 minutes. We left for the Barcelo, which is clean and beautiful. Our holiday turned out great thanks to her.

  • Stayed August 2013, traveled with family
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bv_grand_hotel, General Manager at Buenaventura Grand Hotel and Spa, responded to this review, August 29, 2013
Dear Rae010 from Calgary,

Please accept my most sincere apologies for not having fullfilled your expectations. We are very interested in following up your comments.

Thank you for taking the time to post your experience with us.

Best regards,

Ronald Vega C.
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
El Paso, Texas
2 reviews
Reviews in 2 cities Reviews in 2 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed August 14, 2013

I was in Puerto Vallarta from Aug 7 - Aug 12 and my family and I stayed at this hotel. Don't pay attention to the negative comments here, the service is great, the food is great and the pools are OK. I went to the gym a couple of days and is nice, don't expect a huge gym, it lacks equipment but i think it is fine. The food is GREAT, at breakfast you can order your eggs with the cook and she will prepare it for you (even you order 8 white eggs like me). They have an all week menu consistent of different food types such as Mexican, Chinese, Italian and Japanese (those are the ones that i ate) and all the drinks you can imagine, I don't drink alcohol, so my recommendation is the mineral lemonade, it was excellent! The pool is always full BUT, there are times in the afternoon where one of them is empty. We never got any towels for the pool, i think that is the only complain i have.
When we just got in, we requested the lock for the safety box but in one of our rooms, the lock didn't work. We requested another room and they immediately got another for us, GREAT SERVICE!
The location is the best part, you are in downtown PV and within 10 min from the famous malecon. The hotel beach is clean and at this particular time of the year there weren't a lot of people so you can enjoy the beach.
The rooms are OK, our room had a small TV but, i think that if you go to PV you wont spend your time in your room. The service to our rooms was fine, we always had our rooms cleaned and with clean towels, nothing to complain about.
One thing that we noticed and we were really impress with, was that we left tip money for the maids, and I don't know why they didn't take it! all the time we left money for each day and it was just pilling up! so that is an awesome aspect from the employees, they are really honest, something difficult to find this days.
***Do not go to this hotel if you want to be treated like you are the only person in this world, because you wont!***
This is a really nice hotel and the service is great, personally i don't understand how people rate bad this hotel just because they found out there was no ceiling fan or the pool is small or small ants, c'mon people! deal with it, if you report this the cleaning lady or service, they will go and fix it right away.
STAY IN this hotel, you are going to have a really good time and enjoy your vacations!

Room Tip: ocean view with a balcony are really good, also choose the ones on top floors!
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  • Stayed August 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bv_grand_hotel, General Manager at Buenaventura Grand Hotel and Spa, responded to this review, August 20, 2013
Dear unic_15 from El Paso, Texas:

We are very pleased to know that you enjoyed your family vacation in the Buenaventura Grand!! I would like to thank you for your kind comments; it's delightful to read that our service and food were up to your satisfaction. We will keep up with the good work!

Look forward to hosting you again soon!

Cordially,

Ronald Vega
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chicago, Il
Contributor
18 reviews 18 reviews
12 hotel reviews
Reviews in 11 cities Reviews in 11 cities
50 helpful votes 50 helpful votes
2 of 5 stars Reviewed August 10, 2013

Pros:
Excellent location
Heated pools
Superior service at restaurants
Clean & nice rooms

Cons:
Poor food selection
Super hard bed & pillows
Bugs
Public pool bathrooms – filthy

I gave this resort only two stars, but it has the potential for 4-5 stars. If you are a regular all-inclusive vacation person, you will probably be disappointed in this resort. This resort is, simply put, a mini all-inclusive. The pools are smaller, the restaurants are smaller, the property is smaller, the entertainment stage smaller, etc, etc.
Pros:
The location of this resort could not be better. 3-4 short blocks from the center of town. In fact, to get to town, you walk thru a mini-town. Shopping, restaurants everywhere.
Heated pools, although small, were a delight. Pool area & water was kept clean & maintained.
Service at the buffet restaurant was exceptional, but we ended up making reservations at the other restaurants. We thought the fare was better than at the buffet. Breakfast was great.
Our room was nice, though the bathroom could use a little up-dating. Also, you can't control room temperature, only the front desk can. No ceiling fan.
Cons:
Sure could use a lot more selection in the buffet when it comes to dinner time. While the food was good, it lacked variety. Also, toooooo many times, food pans were empty, just left empty. It appeared that they filled the empty food pans on a schedule, instead of when they became low/empty. No excuse for this! We ate out for dinner at two very nice places, Pipi’s, in town, just ask anyone, and upstairs at Tino’s, just before you get to town.
Hard bed & pillows - I guess this is the norm……we have yet to experience, in any resort that we have visited, what we would consider normal comfort in the bed & pillows.
Bugs, it’s reasonable to see some bugs and such when on vacation, but this resort has got to be more diligent about policing the critters. Tiny, tiny ants in our bathroom. And what was more disturbing, the tiny ants were around the food, not the prepared food, but around the display of whole fresh fruit. Someone has got to see this and correct immediately. Also, a couple of ‘larger’ bugs were spotted scurrying around. And of course the birds, they are a nuisance for sure around the restaurants and food. The restaurants at this resort are not that large and it would seem plausible that a net of some sorts could be hung around the outside area of the restaurants to discourage the birds. To be fair, there was some ‘fishing line’ strung in parts of the restaurant(s) to help keep the birds out, but was still way too easy for the feathered friends to get in and land on the tables and such. At times, we had to get our food at different times, so one of us could stay at the table to prevent them from landing on our table.
A lot of attention is paid to the mopping of water around the pool, in fact, in my opinion, too much attention. At times a worker would actually follow you around after getting out of the pool, mopping up behind you. I think, some of this attention should be refocused to the nasty public pool restrooms.
I did not mention the beach, only because the red flag was out for 3-4 days, then the yellow flag for the rest of our stay. There seems to be a pollution problem when it rains in that area. The local officials release river water into the bay when it rains too much, effecting the availability/safety of the beach swimming.
This time of the year, it does rain most every day, but the rains are short and really did not effect our vacation.
Also, this time of the year, most resorts get a little crowded with the locals vacationing with their youngsters. Saturday thru Tue, fairly crowded, Wed, Thurs & Fri, a lot more of a relaxed atmosphere.
In summary, I believe 3 of the 4 cons could easily be corrected to make this an enjoyable vaca resort.

  • Stayed August 2013, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bv_grand_hotel, General Manager at Buenaventura Grand Hotel and Spa, responded to this review, August 20, 2013
Dear Koz from Chicago, Illinois:

Thank you for your valuable feedback regarding your recent visit to the Buenaventura Grand Hotel & Spa.

We really appreciate your positive comments about the hotel location, service and rooms. We have also taken note of the more critical feedback, as it is the food variety, the maintenance and cleanliness of the hotel facilities; corrective measures have been taken on this regard. Please accept my apologies for the inconvenience that you suffered.

We hope that we will have to opportunity to welcome you back and make your next visit a pleasurable experience.

Best regards,

Ronald Vega
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Astoria oregon
Top Contributor
953 reviews 953 reviews
161 hotel reviews
Reviews in 156 cities Reviews in 156 cities
409 helpful votes 409 helpful votes
1 of 5 stars Reviewed August 9, 2013 via mobile

From the beginning this hotel staff bad lost our reservation, this was frustrating and just an obvious substandard property and this was all everything en toto I mean the food the rooms. the bugs in the room the smell like that of dirty sweaty athletic socks that reeks through the whole place I mean just everything is substandard. Even if your expectations are low this is a place where standards are way below. There are too many great fun places to stay here. Do not spend time here. Move on
Nothing more good to say. Goodbye

  • Stayed October 2012
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bv_grand_hotel, General Manager at Buenaventura Grand Hotel and Spa, responded to this review, August 20, 2013
Dear Journeyman644 from Astoria Oregon:

Thank you for taking the time to post your recent review regarding your experience in our Hotel. Please accept my sincere apologies for not covering your expectations. We always take our guests' more critical feedback as an opportunity to improve our services and get their satisfaction.

Best regards,

Ronald Vega
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Monterrey, Mexico
1 review
4 helpful votes 4 helpful votes
2 of 5 stars Reviewed August 1, 2013

Just the worst vacations in my life, hotel is dirty, very very old, I was in a all inclusive plan and it is just impossible to have a reservation for dinner in one of the 2 restaurants, in one of them they admit only 5 tables with 4 people max, the other they accept approx 10 tables, Imagine! I was told that I can make a reservation starting at 9AM, I was there since 845AM and they told me i have to wait until 9AM, I stay there just in front of the person, at 9AM I asked her for the reservation and she said they are already full !!!!
There are several other hotels in the area with better service and comoddities for the same price.
Air conditioner is old and noisy, you have to take your towels to the front desk if you want to have some clean and dry these guys just ignores you, they clean the room but neve change the towels.

  • Stayed July 2013, traveled with family
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
bv_grand_hotel, General Manager at Buenaventura Grand Hotel and Spa, responded to this review, August 5, 2013
Dear Jorge e from Monterrey, México:

Thank you for posting your recent review regarding your experience in our Hotel. Please accept my sincere apologies for not covering your expectations.

I would like to take the opportunity to inform you that each one of our restaurants have a bigger capacity to the mentioned one. I am very sorry that you got a different perception on this regard, but the 100% of our guests can be accomodated in our restaurants.

We hope that we will have to opportunity to welcome you back and make your stay nothing but a pleasurable experience.

Best regards,

Ronald Vega
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Buenaventura Grand Hotel and Spa

Address: Avenida Mexico 1301, Puerto Vallarta 48350, Mexico
Location: Mexico > Jalisco > Puerto Vallarta
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#17 Business Hotel in Puerto Vallarta
#20 Spa Hotel in Puerto Vallarta
#30 On the Beach Hotel in Puerto Vallarta
#34 Romantic Hotel in Puerto Vallarta
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Buenaventura Grand Hotel and Spa 3.5*
Number of rooms: 225
Official Description (provided by the hotel):
Set in the heart of the lively seaside town of Puerto Vallarta, Buenaventura Grand Hotel & Spa is the perfect Mexican resort for total relaxation.Located just five minutes from the downtown shops and restaurants, and 15 minutes from the airport, Buenaventura is the perfect Mexico beachfront resort to delight all of your senses. Enjoy our spacious rooms and suites offering stunning ocean views and modern amenities. ... more   less 
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Also Known As:
Buenaventura Grand Hotel Puerto Vallarta
Buenaventura Puerto Vallarta
Buenaventura Hotel Puerto Vallarta
Buenaventura Grand Puerto Vallarta
Buenaventura Beach Hotel Puerto Vallarta

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