My wife & I stayed at this resort from 1/31/31 through 2/9/13 in room 304. We had originally booked an ocean view room but were upgraded to a Junior suite as my wife is a Hilton Honors Diamond member. Our completely positive experience with this resort began months before our arrival when Fernando Zepeda responded promptly to our e-mail & applied our stay to my wife's Hilton Honors account & told us we would most likely receive an upgrade. All this with no confusion or delay whatsoever, even though we asked the stay to be credited to my wife's account months after we booked our stay through bookit.com.
Our arrival at the resort was handled flawlessly & was the most efficient & seamless check-in either of us have ever experienced on vacation. The front desk personnel were friendly, inviting & completely prepared for our arrival. The bellman, Andres, took it from there & gave us the best tour of the facility & information on the amenities that either of us have ever received. During our entire stay, the resort was maintained in sparkling clean, pristine condition. We were surprised when the elevator doors opened & we found one of the cleaning staff wiping down its stainless steel walls. Every time we saw someone cleaning anywhere, it was evident they were doing a very thorough job.
The room in which we stayed was, to put it mildly, spectacular, with an 8'x8' shower, clawfoot tub & dual sinks, all enclosed by plate glass covered with sheer curtains. The floors were done in marble tile throughout. Bed was firm but comfortable. All lights were either CFLs or LEDs. One interesting energy saving feature in the room was the use of the room key card to turn on the lights & Hvac. Cotton bathrobes, a coffee maker & mini fridge were all provided in the room. Hotel management should note at this point that the stocking of the coffee pouches & mini fridge was hit or miss, with more misses than hits. We left notes for cleaning staff about our preferences to no avail. Our suggestion would be to have a post card sized list of available beverages & snacks so that guests could check off what they would like stocked. This would provide clear communication to the staff about what to do (making their jobs easier) and also meet guests needs every time in this area. A small suggestion.
Our experience with the food & wait staff was a good one every time. Waiters were very attentive & it's very clear that they are working very hard to meet the needs of every guest. We were so impressed with the service that we tipped well at every meal.My wife is an executive with a large healthcare organization that has 'providing excellent customer service' as a primary initiative....and she was impressed daily with the Hilton's staff.
Drink service around the pool was uniformly excellent & was provided by Manuella & Annabelle, two very attentive waitresses. They not only filled drink & snack orders quickly, they also remembered our preferences from day to day. We tipped one or the other of them either $5.00 or 50 pesos per day.
Eduardo & Paola, the two in charge of entertainment & activities around the pool were both very engaging, upbeat, fun people to be around. They created a fun environment around the pool by providing one on one & group activies throughout the day. Eduardo was particularly conversational & informative, providing profiles of the communities surrounding the Puerto Vallarta area. My wife thinks he will probably be moving up in the Hilton organization very soon.
The 3 pools were all very well maintained with the 2 ground floor pools incorporating several spiral shaped areas with seating to be used for conversation. The rooftop infinity pool overlooking the ocean at O'west was very chic & upscale in design and was a perfect place to unwind & relax after a full day of unwinding & relaxing by the pool. On occasion live entertainment was provided. We never could determine when the sushi & snacks were served there, however, as we only saw them up there one time. Guests should remember that most times this is a place for quiet conversation & enjoying sunset/ocean view. On one occasion there were three men & a woman noisily doing shots & causing a ruckus, we and most of the other couples stayed a few minutes & left.
We ate at 3 of the ala carte restaurants, French, Italian, & Mexican, with the Italian restaurant being the least impressive. The other two restaurants were both excellent with great service.
We ordered room service twice. Both times the service was as expected & the food was of high quality.
We have already started recommending this resort to anyone who cares to listen. Our experience was that positive.