My two girlfriends and I stayed at Barcelo in Puerto Vallarta mid-August 2012. We paid the extra $30 on expedia (where we booked tix/hotel) to get round trip travel to the hotel/airport, and it was totally worth it. We were picked up right outside the customs in PV and brought directly to our hotel. Upon our return, we were picked up at the hotel and brought directly to the airport (no stops like on Super Shuttle or the like). The people were very friendly and professional.
Gray Line had a station/desk set up right outside the hotel where we booked our "adventures" (we did ziplining). Bruno was the representative at Barcelo and, honestly, I can't say enough good things about Bruno. First, he explained to us that by booking our adventure trip through Gray Line, we'll get a much better exchange rate than the hotel (true), so we did so. He went through our options, prices, travel, etc with us in great detail and spent a good deal of time with us helping us decide what we wanted to do. After we booked our ziplining, he was always there to help us with any issue we had - Gray Line related or not - which was just amazing.
What put Bruno's customer service miles above anything I've ever experienced happened the day after we got back from ziplining. We had purchased the photo DVDs from the ziplining company and there was a communication error as to how we were to get the DVD. We understood they were dropping it at the hotel, which was not the case. We went to ask Bruno about the situation to see what his experience had been with the company (as he deals w/ them frequently) and he called their office directly several times to figure out the situation. Long story short, we would have had to get in a 40 minute cab ride (each way!) to get the DVD, as they were not going to deliver to the hotel. Given it was our last day in PV and we only had several hours at the hotel, Bruno mentioned that he would be driving another couple to the airport later that day (but before our trip to the airport) and that HE would get the DVD and meet us at the airport.... which is exactly what he did!! I can't even express how amazing this was. He certainly did not need to do this for us, but he went way out of his way to help us out. I certainly can't say I have gotten this level of customer service before. Bruno is a rock star!
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