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“A lovely property”

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The Westin Resort & Spa, Puerto Vallarta
Ranked #36 of 121 Hotels in Puerto Vallarta
Certificate of Excellence
Reviewed January 8, 2013

Stayed here for 12 days over Xmas. The staff are terrific, a special mention for the waiter Juan in the breakfast restaurant, so obliging wit h a ready smile every morning.

A real pain is guests putting out towels, even though there are signs everywhere asking guests not to do this. Managers removed them for us, if there were no chairs where we wanted to sit. Rooms spotless and spacious, but beginning to look a bit tired. Supermarket and restaurants opposite, bus stop into town every 20 minutes also opposite hotel.

Did have problems with internet connection for a few days, which was a pain, but.helpful reception staff logged me onto their computer to deal with urgent office work. Thought internet was very, very expensive and very slow connection speed. THIS SERVICE SHOULD BE FREE!

Room Tip: The higher floors have the best views.
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  • Stayed: December 2012, traveled as a couple
    • Value
    • Location
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1  Thank Asialover02
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
cristina_castillo, Director General at The Westin Resort & Spa, Puerto Vallarta, responded to this reviewResponded June 13, 2013

Dear Guest

We would like to thank you for your nice comments specially regarding our staff, we will share your experience with them; Juan is very professional and service oriented person, we are very proud of him

We will work on the internet issue; However, we are glad to hear reception was able to assist you.

We look forward to welcome you at the Westin Resort & Spa Puerto Vallarta.

Kind regards,

Eduardo Ballesteros
General Manager

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979 - 985 of 1,937 reviews

Reviewed January 7, 2013

This tired and outdated hotel offers 5 star prices, for 3 star accommodations, and the worst service possible. Yes it’s high season, but is it a surprise? Can’t they staff their hotel appropriately and offer a good vale for guests’ money? Our problems started from the time we checked inn; the lobby bathrooms were so disgusting we couldn’t use them, and our rooms were not ready. We were a large group, and some had to wait more than 3 hours for their room. Their compensation? $30 dollars that were not delivered in all cases. I wonder if that’s how much late check out costs, probably not.

The rooms had several problems; foul smells coming from the bathrooms, broken A.C.s, broken phones… some were fixed quickly, most took more than an hour, and some much more.

For more than $300 night, we were expecting much more. Rooms were tired and outdated, hot water wasn’t so hot, the noise heard in the room was incredible. You could clearly hear conversations in the rooms next to yours, and every single room service or baggage cart on the whole floor! Food was delivered sometimes an hour or more after ordering in restaurants, many times cold, and in general of poor quality. Breakfast was not included and was $25 per person. We decided to eat out and found a small cafe just across the street that had good breakfast options for less than half the price.

In short, this hotel gives the Westin chain a bad name, it was my first time in Pto. Vallarta but there have to be better options for a better price.

Room Tip: I wouldn't know what to tell you, the noise and thin walls are unavoidable. If you have to stay...
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  • Stayed: December 2012, traveled with family
    • Value
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2  Thank andreawwt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
cristina_castillo, Director of Sales at The Westin Resort & Spa, Puerto Vallarta, responded to this reviewResponded April 29, 2013

Dear guest

First of all we apologize for the hassle during your stay in our hotel; your opinion is very valuable for us, it will help us a lot to improve our facility.

Definitely we will make an action plan to avoid this type of experiences to our guests and we hope to have the opportunity to have you back so you can see and feel the difference.


My very best regards

Cristina Castillo
Director of Sales and Marketing

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Reviewed January 6, 2013

First, let me say that the staff was simply amazing ! .....a big shout out to Patricia who was at the pool bar. A+ service from her each day. I also would be remiss if I did nt recognize Aldo for superior service in the hotel bar.

This hotel is a little tired, but clean and comfortable. It is obvious that Westin has not sunk any money into this place for awhile.

We were on the all inclusive plan.....but ate our dinners out most nights for a change of scenery. The breakfast buffet was great....and the lunches by the pool were decent. The Waterfront was nice for strolling and had a wide variety of dining options. We also had Royal Beach Club access.....which we only used once, but it also gave us a great room on the 11th floor. What a view! The beds were comfortable .....and I liked the dehumidifier.......we ran it during the night to drown out noise and we slept like babies !

We got a great price on a week stay at this hotel.....we left very satisfied.

Stayed: December 2012, traveled as a couple
Thank Cynthia F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
cristina_castillo, Director General at The Westin Resort & Spa, Puerto Vallarta, responded to this reviewResponded June 13, 2013

Dear Guest
In behalf of our Staff, we thank you for posting these wonderful comments about us, in particular concerning Patricia and Aldo, who will be pleased to share your comment with them as well as our Food and Beverage staff

We are glad to hear we met your expectations and we are looking forward to have you back in your new home in Puerto Vallarta

My very best regards

Eduardo Ballesteros
General Manager

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Reviewed January 5, 2013

I just returned from Puerto Vallarta. We spent 6 days 5 nights at the Westin. The hotel is lovely, beautifully designed, wonderful staff... However, growing up I spent many holidays in Mexico at the beach and this resort lacked to essentials for me. The first is hearing the crashing of the waves from the room. Though we had an ocean view room I could not hear any waves. Secondly, the beach area was very disappointing. The beach was small, no waves and was buffered by huge rock formations on either side. Also, the beach had large rocks which made entering the ocean very uncomfortable. I will not stay at the Westin again because the beach was so poor.

  • Stayed: January 2013, traveled with family
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2  Thank sanjiv v
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
cristina_castillo, Director General at The Westin Resort & Spa, Puerto Vallarta, responded to this reviewResponded June 13, 2013

Dear Guest

Thank you for taking the time to write a comment and to say such lovely words about our hotel.

We are sad to hear that you did not enjoy the beach and that you could not hear the sound of the waves.

Our hotel’s geographical location is inside Banderas Bay, one of the most importants bay in the world; therefore waves are not as strong and the sound either.

Kind Regards

Eduardo Ballesteros
General Manager

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Reviewed January 4, 2013

We spent a relaxing week at this lovely property and enjoyed it very much. The rooms were comfortable, but nothing spectacular (although we had a beautiful view). Our room had an odd opening between the bathroom and bedroom, kind of a "window" if you will, with shutters for privacy; however, since the toilet is not in a separate enclosure, "privacy" is relative. The bed was comfortable, and our maid left us towel animals every day when she cleaned. She did not always leave us shampoo, conditioner, lotion and body wash, however.

The Westin is walking distance to the marina restaurants and activities (about a 10-15 minute stroll), and there are two small restaurants right across the street which were nice for breakfast. We ate at the hotel's New Year's Eve buffet, which was okay. There were a lot of choices but the meats were drying out as they were sitting under the lights and on top of very hot "warmers."

We did not pay for daily internet access; both of the restaurants across the street offered free wi-fi. We also did not use the spa.

Overall this is a very nice property. The people were all extremely accommodating, there is free on-site parking, and its proximity to the airport, marina, and town is just right.

  • Stayed: December 2012, traveled as a couple
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank CrankiestOne
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
cristina_castillo, Director General at The Westin Resort & Spa, Puerto Vallarta, responded to this reviewResponded June 13, 2013

Dear Guest

Thank you for present your feedback about your recent stay with us and also for providing other readers with the details of the surrounds of our hotel, indeed the marina is a beautiful area.

We are really thrilled to hear your lovely comments regarding our staff members, who will be right away informed.

We are sorry to hear about the lack of bathroom amenities, we will follow up on this to avoid it for future clients.

We hope to see you back at our hotel in the near future

Kind regards

Eduardo Ballesteros
General Manager

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Reviewed January 3, 2013

Have to get this out of the way first... the Internet is simply unusable. You'll pay $20/day for the privilege of using it and it simply doesn't work. Pick the access point "Westin Guest Room". Wait several minutes. A page renders slowly. Finally the three buttons appear allowing you to click "Charge to my room". Several more minutes. Maybe you'll get an error 3 out of 4 times. Eventually you'll succeed in logging in. Click on google.com and wait... several more minutes. Move about the hotel room and the connection will disconnect. Rinse and repeat. Like I said, unusable. We were staying on an executive floor. Friends were not. Same in both rooms. Same in lobby. Same by the pool. Don't stay here if this matters to you.

The staff in the Lounge was fantastic! Angel especially who recognized us from previous stays.

The front desk staff won't go out of their way for you. Despite confirming ahead of time that my two reservations (one on points, one for cash) would be in the same room they weren't when I showed up and I had to press hard to get this fixed. Front desk staff mostly didn't care. And hey, I'm SPG Platinum. See if you can get their attention.

Had asked ahead of time (months ahead, repeated several days before arrival) for a crib. Didn't get one. I assume the request was ignored.

No upgrade available. Hotel full. Not a problem, somewhat to be expected, but another negative since there were other problems already.

Beautiful pool. Very nice beach. Nice rooms, though dangerous if you've got an infant since all the floors are tile and the bed is very high... The glass balcony panel in our room our daughter could climb under...

Beautiful view. Wonderful view of the fireworks on new years eve. Great service from the bell desk. Taxis in general are very cheap here, of course they're also cheap cars with lousy suspension but this is how you'll want to get around.

Very close to the airport--maybe 5 minutes? Probably a 15-20 minute taxi ride from the Malacon. Which is where you want to spend most evenings. Very close to the Marina though where you'll want to go to dinner at least once (try Victor's!).

Room service was great.

Room amenities were fine. Nice shower. Nice bed if a bit rounded at the edges (e.g. you'll fall out). Lights a bit wanting.

When it rained there was water dripping onto the floor around the lobby, with rags spread around to limit the loose water.

  • Stayed: December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Fanfoot
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
cristina_castillo, Director General at The Westin Resort & Spa, Puerto Vallarta, responded to this reviewResponded June 13, 2013

Dear Guest

On behalf of the Staff and Management at the Westin Resort & Spa Puerto Vallarta, we would like to thank you for posting a review and we want to apologize for the internet and SPG inconvenience.

At this moment we are providing free Wi-Fi in our lobby area as an alternative to our guests.
We do appreciate your nice words towards Angel and the rest of the staff, we will most certainly let them know and recognize their effort.

We hope to have the opportunity to welcome you back in the near future

Sincerely,

Eduardo Ballesteros
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 2, 2013

We stayed at the Westin from 12/19 thru 12/26. It's a very pretty property and nicely maintained. It's an older resort but still in good shape and they were making upgrades to the restaurant near the beach while we were there. The rooms were fine and clean, the king bed was better than most we've slept on in Mexico. The refrigerator in the room was locked unless you plan to use the mini bar. We did not, so no frig. There is also a charge for the in room coffee. The breakfast buffet was included in the package, there was a lot of variety and it was very good. Our room - 318 - had a balcony and beautiful ocean view but I believe all of the rooms had an ocean view. We arrived a bit early, our room was not quite ready but we stowed our stuff with Pedro (Head bellman, he's FABULOUS) and we were off to the beach. We stopped by the beach bar; it was comfortable and relaxing watching the ocean & beach activities. The food and beverages are a bit spendy but with the Marina nearby you have lots of options for food and beverages. The pool area is spacious with 2 pools, it would really be nice to see one of those designated for children but that was not the case. Even so, this is a great resort for families and they cater to kids with lots of pool toys. The resort requests that you not save loungers at the pool but most people did so anyway and when it's busy, that can be annoying.

At the Marina, stop by Victor’s for a free tequila and a great meal, you will make a new friend. Sticky Fingers is also very good as well as Tequila Fajita. All are located at the Marina which is just across the street and down 2 blocks from the resort. Also the OXXO is just across the street for extra water, snacks, etc. Just an FYI, the resort has an ATM that will give you either US or Peso. We used a credit card most of the time but just in case you need a little cash...The Westin is about 10 minutes from the airport, cost $18 to get from the airport to the resort but only $5 to get from resort to airport. Hmmm...

Room Tip: I believe all rooms have an ocean view, so you can't go wrong.
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  • Stayed: December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank smski
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
cristina_castillo, Director General at The Westin Resort & Spa, Puerto Vallarta, responded to this reviewResponded June 13, 2013

Dear Guest

Thank you for sharing your lovely review about your recent stay at The Westin Resort & Spa Puerto Vallarta, we are proud to read this nice review and knowing that you enjoyed our hotel, facilities and the people.

We will let Pedro know about your comments and recognize his fantastic performance, as you say, he is indeed fabulous.

Also thank you for your detailed feedback regarding the area, other guest may find it really useful.

We are glad you were able to relax watching the ocean and beach; we hope to welcome you back very soon.

Kind Regards

Eduardo Ballesteros
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Westin Resort & Spa, Puerto Vallarta

Address: Paseo de la Marina Sur No. 205 | Marina Vallarta, Puerto Vallarta 48354, Mexico
Phone Number:
Location: Mexico > Jalisco > Puerto Vallarta
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#14 Business Hotel in Puerto Vallarta
#15 Top resorts Hotel in Puerto Vallarta
#20 Luxury Hotel in Puerto Vallarta
#21 Family Hotel in Puerto Vallarta
#23 Spa Hotel in Puerto Vallarta
#25 Romantic Hotel in Puerto Vallarta
#28 On the Beach Hotel in Puerto Vallarta
Price Range: $106 - $356 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — The Westin Resort & Spa, Puerto Vallarta 4*
Number of rooms: 280
Official Description (provided by the hotel):
Experience the charm of a vibrant Mexican city from accommodations at The Westin Resort & Spa, Puerto Vallarta. Our beachside resort in Puerto Vallarta sits just 15 minutes from downtown, where you'll find quaint cobblestone streets, lively shops, excellent dining, and a pulsating nightlife. ... more   less 
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Also Known As:
Westin Resort & Spa Puerto Vallarta Hotel Puerto Vallarta
Westin Resort And Spa Puerto Vallarta
Westin Puerto Vallarta
Westin Regina Puerto Vallarta
Puerto Vallarta Westin
Westin Hotel Puerto Vallarta
Westin Resort Puerto Vallarta

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