Our stay was excellent! We had the best time! We felt entirely safe our entire trip. The staff was went above and beyond for us. Joel and Oswaldo were out waiters and they were very attentive every time we would go in to the restaurant. Highly recommend!
We stayed in the Saphire Tower suite, we really liked our room, it was spacious and the set up was very nice although our room had no towels upon arrival. When I made a request to the house keeping supervisor in charge, she gave me a bundle of towels instead of offering to place them in our room. The next morning, we were woken up at 7:00 a.m. by loud construction and the gardener using a super loud blower. When I made a formal complain to the Hotel Manager, Karen, she mentioned she would let them know to start later in the morning. Obviously, she never did anything to remedy the problem because we were disturbed every morning at 7:00 a.m. (During our 6 days stay). Friday night, they allowed party goers to scream and make a ruckus until 2:00 in the morning. Our room was not thoroughly cleaned on a daily basis, we literally had to place our trash under the kitchen sink for several days. Our sheets were changed every 3 days. It was disappointing since we were going to the beach and brought back sand on our feet. Also, the food selection was mediocre and limited. The only meal we had at the hotel was breakfast, the other meals were extremely basic, nothing special. Never once did they offer handmade tortillas, chile rellenos, albondiga soup or enchiladas. One of my friends, is vegetarian, there were never any asparagus, grilled mushrooms, avocado salad, or other choices. Although, they have 2 restaurants on the property, they only open one a day. The menu is the same day after day. Nothing special! The bar selection was also very limited, and the quality was very inferior. The hotel location was very inconvenient, because it is about a 10 -15-minute hike up a hill to the hotel. Makes it very challenging to obtain public transportation. The hotel did offer a van to take us to and from reception only. From reception to the bottom of the hill you have to call a taxi. The hotel has great potential, they need to hire a new hotel manager that is willing to go the extra mile for hotel guests to be fully satisfied and happy.…
Had an awesome stay. Staff were excellent. Food was excellent. Wasn't very busy during my time there so easy to get service. Property is large but was nice there was a shuttle service to get around. You could definitely get a workout walking around through the hills. Property has a lot of potential. Unfortunately rooftop pool and bar was put if service. Beautiful view from the rooftop This place is not beachfront but does have a shuttle that takes you to their beach front property. It is a short 10 minute ride. You are right in LA cruz by the marina. Town has some very nice restaurants and fish market. Thanks to the staff at the hotel for making my stay memorable!!!
The resort is very large and has spectacular views all around. The downside is that there is a lot of walking (sometimes uphill) just to get to your room, the reception and the restaurant. They do offer cart rides for those who need it. The food at the restaurant was delicious and the staff are very friendly. Unfortunately, for an all inclusive, it wasn’t worth it to us because there are only two bars and only one of them is usually open and everything closes early at the resort. Very secluded and quiet… far from all the tourist areas but taxis are available. Not much activities available to do for kids or family. Lots of bugs around at night so bring insect repellent.
My wife and I spent 4 days and three nights at Grand Matlali during the thanksgiving week. It was solidly average. Due to low occupancy only one pool had bar/drink service. You could physically go to the other pools, but with no service or drinks there was not much reason to do so. The pool that was open was just fine. By that I mean there were comfortable loungers, cold drinks, one large heated jacuzzi and snacks. No entertainment crew here, which may cause some people to be disappointed. This did not affect our stay as we enjoy a quiet pool. Jorge, our server at the pool was AWESOME! He was right there with fresh drinks every time we needed them, didnt have to ask. Jorge was very attentive and was a standout. Roberto behind the bar made quality drinks. I wish I could comment on the other pools as they looked very nice, but we did not use them. The beach club was fine. The 10/15 minute ride to the beach club was fun. You are driven over to the beach club and they offer pickup/dropoff service every 2 hours, so plan accordingly. The club itself is good. Cold drinks and great food. The tacos and shrimp aguachile were AMAZING! Our server Margarito was very friendly and attentive. The water was murky and choppy and we did not get to go in the water, however some people did. The club is small and the beach is average, keep that in mind if you have high expectations for beaches. There were a decent amount of vendors selling their products (jewelry, bags, toys, blankets, etc). We politely declined and they moved on, not too pushy. VERY IMPORTANT - the hotel does not have an ATM and they do not have gift shop or store of any kind to purchase anything. If you forgot something it will be difficult to acquire it and you will need to venture into the town of La Cruz. They will exchange dollars for pesos at the front desk and that was very helpful. The standout of our visit was by far the food quality. It truly was some of the most flavorful we have had at any resort in Mexico. Breakfast buffet was delicious - refired beans, plantains and omelets were on point. Poolside snacks were very good - try the fried fish and potato wedges. Ala carte lunch was good - tampiquena and chicken caesar salad were solid. Beach Club lunch was delicious - flank steak tacos, al pastor tacos and shrimp aguachile were AMAZING! Dinner buffet was good - we had the Spanish buffet and the food was above average. very flavorful. Ala carte Dinner was the biggest letdown - we dined at Pescador on our last night. Service was slow, and I mean SLOW. Waited 25 minutes for drinks. Then waited 45 minutes for the first course, of which they forgot one of our dishes. Then 30 more minutes for entrees. It was unfortunate. The food was good we just waited a LONG time for food and drinks. Knowing which restaurants were open and when was confusing. No communication on what was open each day. And there is minimal to no signage when walking around the resort. Yes they will pick you up and drive you to your dinner location, but if you did choose to walk as we did, we were confused on where to go. Small detail but worth noting Late night action was non existent during our visit. Keeping in mind it was thanksgiving week and occupancy was low. By 11 pm we were the last people at the late night bar. There was live music one night and that was entertaining. We always look at review sites like Oyster and TripAdvisor. A lot of the pictures are outdated, specifically of the pool area and beach club. Overall the Grand Matlali was a sold 3 out of 5. Some pros and some cons. Standouts were Jorge at the pool, Margarito at the beach club and food quality.…
The resort is very modern and esthetic. However, customer service is horrible. My family and I went to the Eva Beach Club and Argentina was rude. Every time we asked for more food items Argentina gave us attitude and would get upset. The hotel offers free wifi but the “free wifi” does not work. You have to pay $75 MXN per day to get premium wifi. Pools have no life guards. We witnessed a small toddler almost drowning. I’ve been to several other hotels (Friendly, BNayar,etc) and this is the worst customer service experience I’ve had.
A paradise. Everybody was just wonderful, the food was amazing all day long. But above all, Azael was the most attentive guy ever, the barman/waiter prepared delicious soft drinks and spirits for us. He made sure we were treated as royalty I would highly recommend this place to those who, like us, are looking for a calm environment to relax.
Had a great trip with my wife and friends , the service was great and the rooms were very well kept. Thanks to Guadalupe Urena and roelof for making my wifes birthday a great one! They were able to dish up a great birthday plate and with a great seranate that the whole restuarant sang along
This hotel has the best views available of Puerto Vallarta and the ocean. A bit too far from everything touristy that you would want to do, and definitely not the most convenient to get transportation. But, while you're on the property the grounds are beautiful and features two very nice pools. The staff is exceptional at going above and beyond! We received excellent service from Guadalupe Urena @ the buffet, Azael @ the main pool bar, Ivan @ reception and as a runner, and Roelf from the Raxes restaurant. I highly enjoyed speaking with all the workers and their friendliness / helpfulness insured I had made the proper decision on where I chose to stay. So, if you're trying to find a place that's relaxing, safe, quiet, and full of the best people La Cruz has to offer, this is the place to be!…
My first trip was fantastic. While there I bought another timeshare with air tickets. however when trying to get reservations confirmed they do not offer much help with the plane tickets bought and paid for while was there. since this is an international matter my next move after I post here will be in filing a complaint with the IMF and ask for a complete auditing of this matter. three days is enough time to settle this matter, after I will go the next level
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