Well, what to say now? Spent 9 days at this hotel last month & honestly, I have to give it 3 stars. I've been to Puerto Vallarta 3 other trips (annual fav destination) & I've stayed at the Riu Jalisco (miserable place) & the Sunset Plaza Beach Resort & Spa (2 trips & LOVED their suites w/2 full baths, bedroom, kitchen, living room w/sofa sleeper & dining room for less ($) than my tiny room/Junior Suite in Now & Secrets ($$)). This hotel though is only 10 months new & the most expensive per night out of both of those other hotels. Yet, in my Junior Suites (Now & Secrets - split my days between them) had :: NO :: alcohol (eg. mini's or dispensers like Riu provides) or snacks (eg. chips, candy, etc). NONE! Just bottled beverages with warped - 1/2 damaged labels. Why? They even suggested I visit the Gift store for candy (I had a craving on day 7) but buying a 5oz bag of gummi snacks for $6.00 USD/600+pesos is highway robbery! Then that wasn't even the worse part. The housecleaning is less to be desired. First day -- hair strands in my tub, sink & on one of my pillows. How does housecleaning not see this? I always do a walk thru inspection when I check into hotels (USA & overseas) & the bathroom sink fixtures had been not been cleaned (still soap/toothpaste residue). Even the bottom of the sink/drain was rusted. It's a 10 months old. Why? It was $187 million to build this in record time, they say. Clearly they used cheap materials & fixtures to build this resort. Then the toilet was made of cheap plastic & scratched up. Why? What happened to buying hard porcelain vs. cheap thin plastic seats? Then it went downhill with missing towels, bathroom amenities were 'never' fully restocked & every day when I returned to my room, I was calling housecleaning for things that were missing. Then that 6th night, a Housecleaning Supervisor came by to rate my service thus far & I had to tell her I still needed (a) water, (b) towels (c) body wash, (d) lotion & (e) incense for that night. Talk about perfect timing & this was the day, with the most number of items missing. Ridiculous. All I read were other reviewers talking about tipping their housekeeper every day but I don't get it? Did I get less service because they didn't get tips after day 1 out of 9 days ($$)? How about you just restock everything 'consistently', so I don't have to call every day & then maybe I'll think about leaving a tip? Unbelievable. Internet is SLOW too & there's only one electrical outlet in the Now lobby during the day if you want to plug in your laptop, ipad, iphone, etc. The ones by the couches (8-10) are activated with the lights that are only turned on at night though (eg. don't work during the day). Oy.
The good news .. the restaurants were FABULOUS!!!!!!!!!!!!!!!!!!!!!!!! OMG. Tapanaki was and Himitsu were my fav. Yum!! The staff at the resort was fabulous too!! The restaurant staff (above & beyond fabulous - the BEST), pool staff (AWESOME), bartenders (FABULOUS & my fav drink: Pina Coloda with AMARETTO - YUM) & the Entertainment staff too (LOVED THEM ALL! So.Much.FUN!! LOVE!). Even room service food was to EXCELLENT too & even more hot than food in the buffets (eg. cold pancakes, waffles, etc). It would be nice to have a microwave in the buffets restaurants though to warm buffet food. I even sat thru the time share meeting which wasn't bad but long (4 hours). Don't kid yourself that it's 90 mins but you get a full tour of the resort too! Loved it! Those coupons are utterly RIDICULOUS though! Useless. However, when upgrading your room with the front desk, they do try to railroad you, so try to book your upgrade BEFORE you arrive. Please. Just pay beforehand. Trust me. They'll tell you $100 per night to upgrade all nights or $125 per night for only partial nights when you first ask, then that same person will tell you $200.00 per night to upgrade (yes, $200 per night), forgetting that he already quoted $100/$125 per night several days prior. DISHONEST! I reminded him of course & he laughed. Shady! Got a good deal ($100 extra per night) thru "another" front desk person but I think he got in trouble. So sorry! I mentioned it to the first guy with the double quotes after I got my upgrade to check-out of Now to move over to Secrets & he was NOT happy yet :: HE :: lied to me with his (2) quotes ($). Did he get in trouble? Psh. Probably not. UGH! Oh, as for using the Secrets side while staying in Now, it's only after 6:00pm for adults (without kids). Honestly, I did :: NOT :: like this overall set-up for an EXPENSIVE resort like this with limited room amenities (no snacks or alcohol in Now or Secrets "Junior Suites" & inconsistent housecleaning), & segregated resorts even for adults travelling with no kids. C'mon y'all. Truthfully though, I had more fun in the NOW resort vs. Secrets but NEVER again. Done. I'll go back Sunset Plaza in a heartbeat though & to think, I almost bought into that UVC time share deal. So glad I didn't. That's why they try to get you to come within the first 24 hours, vs. the middle or end of your trip. Tips: Visit the time Shark Tank in the PVR airport to grab goodies at other resorts (eg. free massages, city/dinner tours, pirate ship, whale watching, etc) & Now/Amber will try to honor those goodies to keep you on-site vs. your cab ride over to their competitor's resorts for a their time share meeting & upsells. Super sad I didn't stop in the tank to grab goodies this trip but I will next time. Perhaps my FAV hotel resort will honor those goodies to keep me at their hotel too! I won't be back here though. Sorry. :) My Last TIP: There's an Office Max two blocks walking from the resort to buy cheap american snacks & a Mega Mart right next to Office Max. Reminded me of a Super Grocery store (eg. walmart/target type) with clothes too for cheap! There’s even a Oxxo outside Now resort too & place that looks like a bank immediately across the Security Gates but the guard said it was a market/store. Use your credit/debit card in Mexico tho. You'll get a better exchange rate then turning cash into pesos in Mexico with exchange fees. Then if you need pesos, just go to your local bank in the USA to get the best rate before you leave! Trust me. Heck, even avoid the Currency Exchange in the airport too. They wanted a copy of my passport, & to fill out some form with my address too. It's on my passport which they took & then a form too, to sign? UGH. I wanted to exchange $40 USD for pesos. I took a pass! Just wanted to grab my luggage & head to the hotel. Oh, the cost of a Taxi from the Airport to Now/Secrets is $19.00 (2 people) & $10 to get back (Now to PVR). It's like the PVR airport charges a $9 airport taxi tax when you arrive in PVR! Tempted to walk across the street & flag a taxi that’s not in the airport on my next trip to PVR tho. We shall see! Puerto Vallarta though = man, I love this place! My fav vacation spot!
Book a room UPGRADE before you leave!!! Just pay it before when you book than the high cost when you...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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On behalf of Now Amber Puerto Vallarta Management & Staff, we appreciate your time giving in your review. We wished that all our guests wrote us a nice experience during their vacation, although we understand that sometimes it may not be the case. We extend our deepest apologies about the Housekeeping service that you received in all your stay, this is not a common procedure from our Staff. We will monitor more closely this situation to prevent future incidents to upcoming guests. Our housekeeping staff received daily training to improve all the corporate standards that we have.
Regarding the snacks and alcohol in your suite, we would like to share with you that those are offered in our Preferred Club Suites as a VIP amenity. The mini bar for our Junior Suites in our Main Tower is bottles of water, beer as alcohol, juice and soda which is refreshed daily by our Food & Beverage Department. We also have 24 hours room service as an all-inclusive asset and they can serve you from a great meal for breakfast to alcoholic beverages as well. Although, we are happy to see that you have enjoyed our Food overall.
We have an established line for the upgrades upon check-in and what occurred was a misunderstand by our Front Desk Staff. Please note that it was never his intention to make you feel that he was being dishonest with you. Our Front Desk are more than willing to help you in all your requests that you may have during all your vacations.
We want to thank you for writing to us such a detailed review and hope that as your favorite vacation spot you will gives the opportunity to serve you in a near future to exceed your expectations.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.