Earlier this year, I had a lovely stay at Hotel Casa Dona Susana and gave the hotel a nice review on TripAdvisor. Based on that experience, when I was going to be in Puerto Vallarta for one night in July, I booked using Booking.com. I arrived at the hotel and checked in. Then the man who checked me in excused himself. A few minutes later a woman came to the front desk and told me the hotel was sold out (I had already checked in). She said they would put me in Playa Los Arcos across the street, in a large room with a King bed. She then had me check in a second time. After asking a couple of times why my reservation had been accepted when they were sold out, she admitted they knew that they never had a room for me in Hotel Casa Dona Susana and had always planned on putting me in one of their other hotels. Playa Los Arcos is much larger than Hotel Casa Dona Susana and is geared to families. The pool was filled with kids and music was blaring all afternoon. The noise only stopped at 10 p.m. when it started raining. So much for relaxing stay. My room was large but the furniture was tacky (faux tiffany lamp) instead of charming. Would it have been too much to have comped me either breakfast or a drink for the bait and switch?…
My husband and I stayed at the Casa Dona Susana last weekend and it was great. We had never stayed there before and the decor is lovely. It's an 18+ hotel which we really appreciated so we could have more of a couples getaway. We took the all-inclusive option which gave acess to the restaurants and bars at Playa Los Arcos which is right around the corner. We also got access to beach chairs and the beach is right outside of their main restaurant. The staff at both locations were very friendly and helpful and made us feel very comfortable. There is a lovely pool on the roof of Casa Dona Susana and we had a great view. I would definitely reccommend this place to others as it really fit our needs.
The staff was so friendly, knowledgeable and very pleasant. This hotel was very clean, bathroom shower is a bit small if you’re a bigger built person but not horrible. Bed was comfortable and room was very cold which was great for the humid and hot weather. The hotel is within walking distance of the beach, restaurants, small stores and the gay bars. Also if you’re into Starbucks, it’s around the block and down the street from there. Great stay and definitely would stay here again, the hotel is small and quiet. The pool is simple but nice to enjoy and relax.
I have stayed here MANY MANY times over the years, but sadly I think my time has some to an end. So much potential, but so many silly mistakes. I booked a short 4 night stay at Casa through Orbitz as a VIP member. This entitled me to a room upgrade and breakfast... neither happened. When Orbitz asked me about my upgrades I told them I didn't get them. Once that review was posted, then Casa reached out to me. They said they had no record of my VIP status. But instead of trying to solve the problem ... it was basically ignored. We emailed back and forth with no solution or true attempt to win back my business. The then stated that they should have looked more closely at my reservation. AGREED! After talking to other guests at the hotel on the pool deck, it seems like over all lack of concern or care is the standard fall back. When something goes wrong, "I'm sorry" is nice, but then fix it! Don't kick the can down the road. Other issues were an annoying alarm that went off one night all night until 4 AM before someone took the time to fix it. No "Do Not Disturb" sign or doll (they have a doll system to alert housekeeping) and when I asked for something was ignored. The shower water pressure blasted water all over the bathroom (the bathroom is very tight). The steps were NEVER swept or mopped and were filled with dirt, leaves, etc. Could have been easily fixed in 20 minutes. I REALLY REALLY want to like this hotel again. Great location... amazing rooftop... etc. I'm not sure why these little things always seem to get in the way with this hotel. I appreciate the apology, but then PLEASE DO SOMETHING ABOUT IT! I don't want to hear we will bring it up to someone else, that obviously doesn't do anything about it. Offer to make it right. Free night(s) next visit? Refund? You have a diamond in the rough in Zona Romantica, but this gem needs some buffing and shining to return to it's potential.…
We had a room with a balcony, which was lovely, but when we arrived at 4:30 PM the room was still completely trashed by the previous guest. The maid couldn’t have cared less. On top of that, the maid threw out our envelope with the meal voucher + one room key, and the female front desk attendant made it very clear she thought we sold the meal voucher for profit. After the maid took an hour to get our room ready, there was still trash in the drawers from the previous guest. Additionally, another couple who’d just checked in returned to the front desk to ask the maid to change their new sheets, as there was still hair from the previous guest. The maid clearly just remakes beds instead of changing sheets - gross. Room service can show up anywhere from 9 AM to 4:30 PM. When we left today, the same female receptionist called me an idiot in Spanish for asking if the taxi that pulled up was ours. I guess she didn’t bet on me speaking Spanish… :) Incredibly rude when we were nothing but polite, even in the face of being accused of stealing. Based on other reviews, employees at Susana (wrongly) show preferential service to American tourists - as an American, I can’t believe this was the “biased” service we received. Never staying again and leaving this review on any website I can. Only stay if you like fly-infested food and rude service. (Google Translate) Teníamos una habitación con balcón, que era preciosa, pero cuando llegamos a las 4:30 p. m., el huésped anterior todavía estaba completamente destrozado. A la criada no podría importarle menos. Además de eso, la mucama tiró nuestro sobre con el cupón de comida + una llave de la habitación, y la recepcionista dejó muy claro que pensaba que vendimos el cupón de comida con fines de lucro. Después de que la mucama se tomó una hora para preparar nuestra habitación, todavía había basura en los cajones del huésped anterior. Además, otra pareja que acababa de registrarse regresó a la recepción para pedirle a la mucama que cambiara sus sábanas nuevas, ya que todavía había cabello del huésped anterior. La mucama claramente solo rehace las camas en lugar de cambiar las sábanas, asqueroso. El servicio de habitaciones puede aparecer en cualquier lugar de 9 a. m. a 4:30 p. m. Cuando nos fuimos hoy, la misma recepcionista me llamó idiota en español por preguntar si el taxi que se detuvo era nuestro. Supongo que no apostó a que yo hablara español... :) Increíblemente grosero cuando no fuimos más que educados, incluso cuando nos acusaron de robar. Según otras reseñas, los empleados de Susana (erróneamente) muestran un servicio preferencial a los turistas estadounidenses; como estadounidense, no puedo creer que este haya sido el servicio "sesgado" que recibimos. No volver a alojarme nunca más y dejar esta reseña en cualquier sitio web que pueda. Solo quédese si le gusta la comida infestada de moscas y el servicio grosero.…
I want to thank Ms. Tatiana at the front desk. She was always polite, respectful, and professional. Ms. Tatiana was always ready to help and very nice with excellent customer service skills. We asked her for suggestions of places of interest in Puerto Vallarta and she provided us with plenty of information regarding beaches, little towns around the area, the botanic garden, and so on. She is proud of her beautiful city, culture, and history. She made us feel at home. She knows a lot about tourism and has great communication skills in both English and Spanish. Our congratulations to the corporate of Los Arcos for having such highly trained employees in the tourism and hospitality area. As a suggestion, it would be very useful for the guests that from the moment they arrive at the hotel they were referred to Miss Tatiana so that she could give us valuable tourist information and thus be able to take advantage of our stay in Puerto Vallarta in a better way. Maybe you could have a tourist information module inside the hotel attended by her. Blessings to Los Arcos corporation. You are well recommended.…
This is not a new property by any means but it was clean and close to everything. Bring small towels if you need them. Kitchenette was a great save. Most of the staff was friendly. Room was cleaned while we were out. Covid testing on site w results next day. Nice pool but access to 3 pools between properties. Located in the Romantic Zone. Beach crowded everyday go early if you want a good spot. Very affordable. I definitely would stay again.
It was everything I expected in regards to a charming boutique hotel in the middle of the Romantic Zone. It is a sister hotel to Playa Los Arcos where you can enjoy the buffet meals if you choose the all inclusive package. I had a balcony room. Bed was comfortable. Very clean and spacious room. It is on one of the quieter streets of the Romantic zone but you will still hear some noise from the outside. Not terrible. The rooftop pool is relaxing. The outdoor courtyard is charming. I stayed here for a couple of days and then went over to the Hilton. I am glad that I stayed here to get the feel of the culture of the Romantic zone. Overall a wonderful stay. Would definitely stay again.
Amazing helpful staff ( thank you Yolanda and Eliud)….comfortable bed, we had room in the front with a balcony! This hotel is related to Los Arcos suites across the street and Playa Los Arcos hotel a half block down and sits on the beach where one can get set up on the beach with umbrella and chairs and enjoy happy hour from 1 to 3 in the afternoon. Perfect location in the romantic zone with lots of good quality restaurants within two blocks. We truly enjoyed the breakfast buffet at Playa Los Arcos with wonderful fresh fruit and eggs and omelettes cooked to order along with traditional Mexican dishes available.
So I stayed here because I had a last minute change in my travels due to my health. I was working with insurance due to my health and it was a mess. Jackie, who works at the hotel treated me like royalty during such a hard time. I mean she never made me feel bad for needing so much documentation, checked in throughout the day to see how I was feeling. Literally the best care I have ever received at any hotel. The rooms: We stayed in a junior suite which is our fave and you get a large fridge, kitchen/ stove area balcony and bathroom with a nice shower. Oh and a very large television. We also stayed in a standard room. One of the standard rooms didn’t have a balcony but had a king size bed and a small tv. The other standard room we stayed in had a full size bed, balcony and large tv. The Downfall to all the rooms at all the hotels in Mexico that I stayed at was the AC is really bright at night. We slept with eye masks on. But the rooms are all kind or bright. We had the all inclusive plan which included full access to everything at Los Arcos across the street. It was SO AFFORDABLE!!! The location is great and Casa Dona susana is quieter than Los arcos so I recommend staying there. There was also a doctor available to conduct covid tests and the buffet is pretty good! There’s a beautiful hottub to watch the sunset and multiple pools. Mostly though, the people are amazing. Amazing!!! In all the travels I’ve done I would absolutely say that This was the best treatment I’ve ever received especially with all my extra needs being met. Thank you so much Jackie, Fabiola, Valerie and all. You all work so so so hard every day with the best attitudes. Big hugs!…
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