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“Great location but terrible service!”

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Villa Premiere Boutique Hotel & Romantic Getaway
Ranked #6 of 123 Hotels in Puerto Vallarta
Certificate of Excellence
Reviewed January 24, 2014

We booked three nights at the Villa Premiere based on a recommendation of a friend. The location is great...with views of the water from all hotel rooms. But any time we had an issue, it took multiple (!) contacts before the problem was resolved. It all started with a nightmarish check-in that could easily have been remedied by better service. When we checked in, we were shown to a room with two double beds, despite the fact that we had a guaranteed king-bed room. Both the bellman and front desk insisted that no king-bed rooms would be available till the next day. We finally spoke to the manager, who told us that a king-bed room was available next door to our original room, but it would not be cleaned until 5 pm (at this point, it was 3:30 pm). We went out for a walk and returned at 4:30 to find that the king-bed room had not been touched by housekeeping (the door was open). We called the front desk to complain, and the room was finally serviced and we entered (through the open door) at 6 pm. The electronic keys issued by the front desk did not work, so we were told that the batteries needed to be changed in the door. To make a very frustrating and long story short, after two calls and a visit to the front desk, the entire lock mechanism was changed and were finally able to leave the hotel to go to dinner at 7:30. Not a positive start to our visit, and it put a damper on our attitude toward the hotel. In addition, when we first arrived, we were accosted by the vacation club representative, who was eager to sell us on a multi-year vacation plan. Other guests we spoke to who had previously visited this hotel told us that the quality had declined. We have no intention of ever returning to this hotel.

  • Stayed: January 2014, traveled as a couple
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3  Thank Andrea W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
villa_premiere_hotel, Gerente at Villa Premiere Boutique Hotel & Romantic Getaway, responded to this reviewResponded January 31, 2014

Thank you for expressing your impressions about your stay at Villa Premiere Hotel & Spa. We feel truly sorry that you did not have a nice experience. Each member of our staff gives always their best to provide an excelent service, but unfortunately tecnical problems may happen. Be assured that We are working hard to always provide a quality service and improvements of facilities is now our priority.

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1,207 - 1,213 of 2,469 reviews

Reviewed January 13, 2014

My husband and I have traveled to Mexico many times and this was by far the nicest all inclusive hotel we have stayed at. The food was excellent the service was even better. Everything was off the menu no buffets. Yes, it took a while to get your food, but worth the wait as they were preparing every thing fresh.
The staff was very friendly and by the end of our too short of stay they knew our names and what we would want to drink.

  • Stayed: January 2014, traveled as a couple
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10  Thank Christi93
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
villa_premiere_hotel, Gerente at Villa Premiere Boutique Hotel & Romantic Getaway, responded to this reviewResponded January 31, 2014

It’s a great pleasure to read your review a thrill to all the staff to know your vacation became a memorable and wonderful experience, thank you so much for taking the time to share your delightful moments in trip advisor, we highly appreciate it, and we look forward to another great experience in your home away from home.

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Reviewed January 9, 2014

We visited the Puerto Vallarta area of Mexico right after Christmas...we had not been to the Villa Premier before. Online it does look quite good and holds a rating of "Four Diamonds"...we did not quite experience that type of hotel when we arrived.

First, the staff were almost lifeless/emotionless, and they didn't make any extra effort to make you feel special. Isidrio was the most friendly and helpful, he definitely shone above the rest.

Second, this is a small thing, but just getting a bag of ice was an ordeal, after New Year's eve, the bins were empty and they didn't get refilled until the 4th...we practically had to beg for it...

Third, the rooms were clean and the space was adequate, but the sister facility next door seems much more a Four Diamond class hotel...the pools were elaborate and there were four of them...

Room Tip: all rooms were oceanfront
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  • Stayed: January 2014, traveled as a couple
    • Value
    • Location
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3  Thank Jeffrey C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
villa_premiere_hotel, Gerente at Villa Premiere Boutique Hotel & Romantic Getaway, responded to this reviewResponded January 31, 2014

Thank you for posting your review. It concerns me much to hear members of our staff fell short of providing the high end service we are well known for. Trust that this matter will be looked into and please accept my sincere apology for the incidents. We hope to have opportunity to welcome you again in the near future and change your perspective about our service.

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Reviewed January 7, 2014 via mobile

We really enjoyed the restaurants on site and the great service provided by its staff. The pool bartender and his butlers were awesome. The room was ok, one of our disappointment was that the hair dryer was unserviceable for the entire week that we spent there, even after having brought it up to the front desk many times. The main advantage of staying there is that it is close to downtown, otherwise, do not go there if you expect nightly entertainment and daily activities. It is a very good adult only resort perfect for beachcombers.

Stayed: December 2013, traveled as a couple
7  Thank BigPeltch
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
villa_premiere_hotel, Gerente at Villa Premiere Boutique Hotel & Romantic Getaway, responded to this reviewResponded January 31, 2014

We are very happy to hear that you really enjoy your visit with us. We would like to thank you for sharing with us your opinión, Thank you for your observation about the hair dryer; we are already working on some repairs we had pending. We sincerely thank you for choosing us as your vacation destination and hope to have the pleasure to serve you again in the near future.

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Reviewed January 6, 2014

We stayed at Villa Premiere 12/21-12/26. The hotel is small but quaint. All the rooms have an ocean view, which we really liked. You could sit out on your balcony and enjoy the view.
The rooms were roomy and clean. Mini fridge was stocked with a couple of beers, soda and water. In room safe was working properly. The one complaint about the rooms would be that the housekeeping service would make up the room late in the afternoon. We would be gone all morning and most of the afternoon and would come back to a room that was not cleaned, which was an issue when we wanted to get ready for the evening and had no clean towels.
Food at all the restaurants was a la carte and delicious. Drinks were good as well. We opted for the all inclusive plan, which we thought was well worth the extra money.
Staff was friendly. The one thing we did notice was how slow the service was at all the restaurants. Once we were served we were not dissapointed with the quality of the food.
Overall, I would definitely recommend this hotel and will stay again if we go back to Puerto Vallarta.

  • Stayed: December 2013, traveled as a couple
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7  Thank jessc2078
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
villa_premiere_hotel, Gerente at Villa Premiere Boutique Hotel & Romantic Getaway, responded to this reviewResponded January 27, 2014

We thank you for your positive feedback and observations. I will extend your congratulations to our excecutive Chef Tony Martinez and his team. I am sure they will be satisfied to know your kind consideration for a job well done.
It was our pleasure to have you here and would love to host you again on your next trip.

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Reviewed January 6, 2014 via mobile

We stayed here for two weeks during the Christmas and New Year's holiday. Staff were very friendly and nice; however the fundamentals were consistently overlooked. We had to request washcloths almost every day after coming in from a day at the beach...nuisance. Also, the ice machine on each floor was rarely ever stocked so we had to wait regularly to prepare drinks. Hotel quality was average at best. We went to another beach and hotel 8 of the 10 days we were there due to the substandard service. They really must be providing incentives to those who leave such positive ratings. Will return to Puerto Vallarta but never to this hotel. Wish it was otherwise, but these are the facts.

Stayed: January 2014, traveled with friends
6  Thank Tyoung369
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
villa_premiere_hotel, Gerente at Villa Premiere Boutique Hotel & Romantic Getaway, responded to this reviewResponded January 27, 2014

We appreciate your opinión. With total honestly I must say we are sorry to hear Villa Premiere did not met your expectations. We learn with every comment the points we are failing and we recognize the good points as well; but we absolutely never provide any incentives to people for their reviews, those are honest comments from who had a nice experience at Villa Premiere Hotel & Spa but of course we understand if not everybody does it.

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Reviewed January 5, 2014

Our 3 generation family enjoyed Christmas 2013 immensely at the Villa Premiere. This was our 13th Xmas holiday away from home and by far our favorite. Food was the best of the 13 places (Cancun, Ixtapa, Nuevo Vallarta, Cuba, etc). Besides the great taste and selection, we really loved the sane portion size. We thought the food spicing was perfect (meals were usually accompanied with extra hot sauce if required). White wine was not to our liking but the sparkling white and the red were enjoyable. Drinks - some of the best margaritas we have had.

Re: slow service - I have had much slower service in our home city than here. We enjoyed the ocean while waiting for our food. If timing was an issue, we ordered room service which also had great food and was delivered within 20-30 minutes.

The room was AMAZING!!! The view, the sound of the ocean and the person cleaning were all some of the best we have experienced in Mexico. Sure the fridge door needed repair and our safe needed to be reset once but it did not diminish our enjoyment at all.

Some of the reasons we chose this hotel besides the great vacation package price at Xmas; no loud music (next door was available to party), no extreme pool drinking and the location. All much appreciated.

Best of all were the wonderful people working here – cheers to the breakfast group and pool bar people who made our vacation extra special. David and Gabby it was an honour to meet you. We are hoping to see everyone next year and hoping to run into all the nice fellow vacationers again.

  • Stayed: December 2013, traveled as a couple
    • Value
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4  Thank HappyHoliday81
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
villa_premiere_hotel, Gerente at Villa Premiere Boutique Hotel & Romantic Getaway, responded to this reviewResponded January 19, 2014

We would like to thank you for taking your time to share your experience with our readers.
Villa Premiere Hotel & Spa would like to thank you for your preference. We have new changes going for our Guest to enjoy in future visits and take home a wonderful experience. I see that our staff members receive great comments. The tittle says it all, we are so happy to know you had a nice time. We look forward to see you again in your home Villa Premiere.

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Additional Information about Villa Premiere Boutique Hotel & Romantic Getaway

Address: San Salvador No. 117 | Col. 5 de Diciembre, Puerto Vallarta 48350, Mexico
Location: Mexico > Jalisco > Puerto Vallarta
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#3 Top resorts Hotel in Puerto Vallarta
#3 Spa Hotel in Puerto Vallarta
#4 Business Hotel in Puerto Vallarta
#4 Luxury Hotel in Puerto Vallarta
#5 On the Beach Hotel in Puerto Vallarta
#10 Romantic Hotel in Puerto Vallarta
#11 Family Hotel in Puerto Vallarta
Price Range: $172 - $489 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Villa Premiere Boutique Hotel & Romantic Getaway 4.5*
Number of rooms: 83
Official Description (provided by the hotel):
Exclusive Ambience, Sophisticated Elegance (for adults only)... Villa Premiere Boutique Hotel & Romantic Getaway is a true emblem of refined taste and a proud owner of prestigious International awards for its personalized service. In all of its surroundings, it reveals a contemporary interpretation of the traditional hospitality of Mexico, under an atmosphere of understated luxury. Each of the 83 rooms and oceanfront suites offer an impressive experience for sophisticated guests, and a wide variety of excellent services with emphasis on details. Villa Premiere Boutique Hotel & Romantic Getaway... where something special happens all the time. Adults Only (16+ years of age). All Inclusive Optional. ... more   less 
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Also Known As:
Villa Premiere Hotel And Spa
Villa Premiere Hotel Puerto Vallarta
Hotel Premiere

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