Marriott Puerto Vallarta Resort & Spa — Hotel in Jalisco

This has been, without a doubt, the worst resort experience of my life. My stay at the Marriott Puerto Vallarta Resort & Spa from May 14-20th was a parade of incompetence, disrespect, and outright theft. If I could give zero stars, I would.||Let's start with the "Spa & Confusion" debacle. On Saturday, May 18th, around 11 AM, my wife tried to book a spa appointment for Monday. Initially, only afternoon slots were available, so she booked for 3 PM. Shortly after, realizing it conflicted with other activities, she cancelled it at the spa. Later that day, around 2 PM, I went back to the spa to reschedule for Monday morning, and suddenly, 10 AM was available – conflicting with what we were initially told. Fine, we booked it.||Then, the true nightmare began. My wife received a call from the spa claiming we missed a Saturday appointment. This was baffling, as we never scheduled for Saturday! We were forced to waste our time trying to confirm there would be no cancellation charges and that our Monday appointment was correct. The front desk spa worker on the phone, instead of clarifying, became aggressive, snapped at my wife, blamed her, and then hung up on her mid-sentence.||The concierge then told us we might get a cancellation charge and that the original Monday 3 PM appointment was indeed cancelled. Fast forward to Monday morning, 10 AM, we arrive for our rescheduled couples massage. The person checking us in, Lupita, rudely stated there was an appointment for 3 PM – the one we were told was cancelled! When we tried to explain the confusion and the three appointments the concierge had incorrectly scheduled, Lupita's demeanor was utterly unprofessional. She spoke to my wife like she was an imbecile, repeatedly asking, "Well why would we charge you for an appointment that you're not going to use?" She made faces, scoffed, and belittled my wife for simply seeking confirmation because of the clear communication breakdown between the concierge and spa.||Lupita then aggressively demanded payment in Spanish, despite my wife being visibly upset and trying to hold back tears from the humiliation. When I, who doesn't speak Spanish, tried to intervene, Lupita continued to speak down to my wife in Spanish even after my wife had stopped responding. It's clear Lupita took advantage of the language barrier to insult and belittle my wife, knowing I wouldn't understand. My wife was so shaken she couldn't even tell me what happened until after the massage. Lupita is a bully who has no business working in customer service. Her behavior was inexcusable.||Our couples massage, which my wife had been looking forward to all week, was completely overshadowed. My wife cried in the massage room, unable to relax, replaying Lupita's cruel words. She just wanted to run out of the spa and avoid seeing Lupita again. Lupita single-handedly ruined my wife's entire day, starting at 10 AM.||The incompetence extended beyond the spa. The pool area consistently lacked towels, especially on busy weekend days. I was repeatedly told "15 minutes," only for them to never appear. One day, I was told three hours, but still nothing. I was forced to walk back to my room dripping wet and cold.||The Japanese restaurant experience was also subpar. My wife ordered sushi, miso soup, and noodles. When she asked to take the noodles to go, the waiter rudely questioned her, "Oh, you're not hungry?" When she explained she was full, he incredibly retorted, "You just got full off of that?" Who asks a customer that?||And then, the outright criminal. My friend's watch, worth over $1000, was stolen from his room. It wasn't in plain sight; it was in a case, in a bag, under clothes, within a backpack. When he reported it, the staff was beyond rude, showed zero empathy, and essentially blamed him for not using the safe, even questioning if he knew what a safe was. No compensation, no offer to help, and no time to file a police report. This resort is clearly not safe.||To top it all off, I ordered a pizza from room service late one night, told it would take 45 minutes. I waited over an hour and a half, fell asleep, and the pizza never even arrived. What a joke.||Overall, the staff at this Marriott is rude, uncaring, and utterly unprofessional. We never felt welcomed; the entire stay felt robotic. It's clear management and employees alike have no regard for customer service. The few instances of kindness were shocking because they were so rare. We will never step foot in a Marriott again, and we will actively warn all our friends, family, and loved ones to steer clear of this establishment. If you value decency, professional staff, and want to ensure your personal belongings aren't stolen from your room, stay somewhere,...

Title: Horrifying Experience at Marriott Puerto Vallarta – Theft, Disrespect, and Zero Accountability

This matter concerns not only the theft of my valuable personal property but also the completely unacceptable and disgraceful treatment I received from multiple levels of hotel management—an experience that deeply undermines Marriott’s global reputation for guest safety, respect, and accountability.

During my stay, a high-value watch was stolen from deep within my zipped and clipped backpack, which had been carefully hidden in my room. It was not left in plain sight; it was stored inside a dust bag, inside a pouch, buried under other belongings, and hidden near the sofa—clearly NOT an accidental oversight. This was a premeditated and invasive act by housekeeping staff.

Upon reporting this, I was met not with concern or support, but with complete disrespect, indifference, and blame by hotel leadership. Specifically:

Orely Vazquez, Front Desk Manager, treated me with overt disrespect and zero empathy. Her response to my loss was, "Do you know what a safe is?"—a deeply patronizing and inappropriate comment. She further made a disturbing remark implying that, because multiple rooms were booked under my name for my wedding group, she would need to physically search my other guests’ rooms. This is a gross violation of trust and decency.

William Parra, who initially assisted Orely when I reported the incident, provided no direction, follow-up, or concern for resolution. He too failed to initiate any meaningful response or show any seriousness regarding the theft.

I escalated to Nataly Palomares, Manager On Duty, who told me that the housekeeper claimed she "takes valuable items left around and brings them to lost and found." This is an alarming and unacceptable practice. Even more troubling, there was no transparent or formal investigation. I received no updates unless I pursued them myself, interrupting my vacation to do what Marriott staff should have done proactively. Ridiculous.

Finally, Gabriela Cordero, the “Hotel Manager”responsible for ensuring guest satisfaction and safety, outright refused to meet with me. She made a one-sided decision that I was to blame for not using the room safe, dismissing the facts that I had taken extensive precautions and that my item was hidden. Gabriela’s approach was cold, disrespectful, and entirely lacking in leadership or accountability. I clearly didn't see this. I've experienced at other Marriott International locations - with respect and full resolution to me as Marriott customer.

To add to the gravity of this issue, this experience occurred during my wedding trip, where over 40 guests stayed at the resort, spending over $20,000 collectively. I was left embarrassed, humiliated, and feeling completely unprotected by a brand I’ve supported for years.

Let me be clear: this is not simply about a stolen watch. It is about Marriott’s failure to protect its guests, uphold basic standards of hospitality, and take responsibility for wrongdoing. What I experienced was the exact opposite of what Marriott publicly promotes—respect, trust, and guest care.

I have now returned to the United States without any resolution, apology, or restitution. I was made to feel as if I was the one at fault—a loyal guest punished for Marriott’s internal failures. I am shocked, appalled, and feel utterly let down. I will never step a toe or breath an inch of air on a Marriott international property. There are much better reputable international resorts to pick from then wasting my time breath and energy at a Marriott property moving forward. Marriott International is not at the level of most international resorts, rather budget and unsafe unprotected resort.

Further review there was a raccoon that ran around the lobby in the evening. There was also a dead bat on its back on a balcony, which was hazardous for any children in the area. There was a dead bird on the beach. This resort truly needs help and a...

Spent a lovely 6 days here in mid April. Had a wonderful stay and enjoyed all the beauty this resort had to offer. Here is my review for a few specifics. Room- Well disappointing, their rooms only have double beds. I really really wish that they would have been Queen beds, it would have made the stay so much more comfortable. Other than that, the room was wonderful. Comfortable beds and pillows. The shower water pressure was excellent. Shampoo and conditioner installed in the shower. Toilet was separated from vanity and shower, which was nice. Big closet with a safe in it. Ample storage in the room. A small fridge tucked away under the coffee cabinet was nice. The outside deck was spacious enough and housed a small table and 2 chairs. The room itself was of general size and fit all 4 of us and our luggage without being too cluttered. The housekeeping did a fine job but their times were quite sporadic. We never knew what time they might arrive to clean. Service- Wonderful staff. Almost everyone we encountered was very helpful and happy to serve us except for a gal serving us at the Ceviche & Tequila Bar. She did not seems to want to be there. The bellhops, front desk, bartenders, wait staff, cleaning crew, etc were all friendly and helpful. Location- Great location. Away from the crowds of Downtown PV and very quiet area. The Marina is about a 10 minute walk. The marina is filled with restaurants, bars, shops, pharmacys, etc. We enjoyed a nice meal over there and did some sightseeing. Dining- There are several options to dine at. We dined at Las Casitas and Las Estancia for breakfast and they were tasty and enjoyed the meal there. We also dined in the evening at Las Casitas and although the ambience was wonderful, the food was not. We did not enjoy our dinner. Breakfast was much better food and service wise. We enjoyed the quick bites and drinks at Nosh Sunset and Bites but very disappointed that they stopped serving so early. The sun hadn't even set and they were ending their cocktail service up top. They did have excellent chips and guacamole! We also dined at Ceviche & Tequila Bar twice and although the service wasn't very friendly here, we did enjoy the food and ambience. We went to the Champions Sports bar once and was not impressed and didn't go back. We did not eat at Mikado. Overall, was happy with most of the food options at the Marriott. Beach- Lovely large soft sand beach!! The sand is HOT though!! You have to run to the water to avoid burning. We walked a long ways up and down the beaches connected to ours, and the Marriott's was by far the nicest. Tables, umbrellas were always available. The Bar/Food service was very poor on our end where we set up camp, so we just walked to get our drinks. Probably saved us money. There are many vendors on this beach with beautiful items for sale. They were persistent at first, but if you just say No Gracias, they nod their heads and move along. We did buy some beautiful items though and we were happy to support the local. We also got massages from some vendors and oh they were so wonderful and very reasonable in pricing compared to a spa! Activities- This was the low point of the resort. Not much of anything to do here after sunset. No bands, no shows, no nightlife of any kind really.During the day, the activities were very minimal. If you want a resort with action, this is not the place. We enjoyed just sitting on the beach. The Grounds- Beautiful!! They do a wonderful job and the grounds are lush and green. The landscapers do a great job and it is very clean and well kept. This was probably the best thing about this Marriott. Beautiful landscape in every direction. See my photos.

Overall, I would definitely stay here again. PV is a beautiful place that I am so grateful...