Sunscape Puerto Vallarta Resort & Spa — Hotel in Jalisco

We won’t be back. For the money it cost us to stay at this hotel for seven days we won’t go back. First experience is we booked ocean view rooms. The rooms weren’t ocean view they were bay view if that looking over the pool and towards different hotels. When I entered my room the balcony door was broken. I had a two year old staying in my room that could have snuck out onto the balcony. Around 10pm we were about to climb into bed and I need a extra blanket so I grabbed off the second bed when I noticed blood looking stains. Next morning we went to talk to front desk that explained that any room on the 9th floor is considered a ocean view even if you can’t see the and are looking head onto buildings (even when you pay extra) After we spoke and complained to west jet they negotiated into moving us into the bigger hotel rooms for no cost (jr suites) when we got there the rooms were nice but again the balcony door didn’t lock in one room and the safe in our room was completely broken. At this point we were fed up with how many issues and decided to make the best of what we can. The entertainment system is such a terrible set up. We tried taking the kiddo to see a movie but you can’t hear anything because about a foot away they have people partying at karaoke night. I don’t understand why they couldn’t do the movies a hour earlier or karaoke a hour later. The entertainment does go pretty late for anyone trying to catch some rest but if you are in the tall building you really can’t hear much but if you are in the smaller building with 9 floors bring earplugs! The food was okay and the waiters and waitresses were really nice. The front desk staff not so much which is funny cus that’s your first interaction. When we checked in the guys completely ignored us and our questions. The lady that checked us out was pretty nice though. The pool was a okay set up but the lifeguards have no idea on rules. Some will let anything slide and some have issues with every little thing. My son was swimming with my father and was told he can swim anywhere with a adult if he had his little arm swimmers on. A lifeguard that approached us on our fourth day there couldn’t speak any English to explain what was going on so we had to go inside to talk to a concierge. Once we spoke to the lady she first tried saying that it wasn’t allowed. I also want to mention we went swimming everyday before this with no issues. I explained the stores inside the hotel are selling these and saying they are ok for pool and this is what we were told when we first checked in. The lady left and came back and said there was a misunderstanding and he is allowed to use them in the pool and swim with a adult anywhere. If I didn’t try to argue we would have had to go purchase a completely different thing for him to use in the pools.

The people I do really want to give a huge shoutout to are the following: Damian the concierge!! Damian not only made us laugh on multiple occasions but honestly made the stay less horrific. He was so polite and funny and helped us with any questions we had. Christian the bell hopper!! Christian was so helpful. I had a two year old son and he helped me with loading into the cabs and getting him out and safe off the road when we pulled up. It was honestly a huge help! The boys working the seafood sit down! All of the boys working here were amazing! Super funny but super nice!! Karen working the seafood sit down!! Super nice and speedy! I also did not catch the young girls name but she worked the buffet with seating people. She is a younger lady with her hair in a ponytail. She really made my son laugh by giving him fist pumps every-time we were there and she remembered his name!! There was also a young gentleman that was working the cab area and he recommended us some amazing seafood restaurants. We ended up going there and it was INCREDIBLE! Don’t waste your money at the end of the day. Some of the staff really stand out but...

This is my 5th time staying at an all-inclusive. There are some positives... the bell and taxi crew were great. The pool entertainment staff were the best I have ever seen. The housekeeping staff were very sweet. The room we stayed in was large and the mattresses were the most comfortable I have slept on in all my visits to Mexico. Great stretch of the beach with beautiful view potential too.

Unfortunately, the negatives heavily outweigh the positives. I spilled some of my water right when we walked into our room when we arrived. Oy. The floors where I wiped up my spill were really, really dirty. Stuff stuck to the floor and the small hand towel I used was so dirty. Filthy. It wasn't even that much water. The dirt and hair in the corners, cracks and crevices of the couch and on the floor next to the stairs... pretty gross. Stains on the sheets and couch. It was an all inclusive but this is the first one I have stayed at that didn't have people serving guests at their chairs by the pool or on the beach. There was a spilled coffee, cup and all, on the ground by the unoccupied but saved chair in front of me the entire day by the pool. Coffee dried to the ground. Swarm of bees... like thousands of them in the palm tree above me got stirred up and we had to get away from there. Not sure if anyone actually got stung but scared us all though. The drink lines were very long and I can't help but think this was a strategy to deter people from trying to get their monies worth in the hopes they would just give up??? I don't think any of us had more than 2 extremely watered down drinks at the pool the entire day. Basically, you didn't want to stand in that line a second time so we did that one time and then had a drink or two at a late lunch that was absolutely terrible, and I mean terrible in every way, and that brings me to the next HUGE issue that actually made me angry... this filthy place has the audacity to have a dress code for the restaurants as if the food was even edible and high class!!! That's like taking a car that runs like crap and painting it. I won't get into my issues with dress codes and judgment but seriously? I could not believe the length of the lines and the number of people turned away for not meeting the dress code. If you're going to have a dress code, make it respectful and worth it? Just say no beach attire such as bathing suits and cover-ups. We gave up and took a cab each night to get dinner in town. In total for 3 nights, I ate 4 bananas, 1 tiny plain scone, 2 soups each the quantity of a shot glass but they were actually good, two bites of a shrimp burger thing - just no, two tiny veggie cups, one tiny yuck Caesar salad and chicken broth as room service, and one bite each of 3 mini sandwiches, 2 tequila sodas, and 2 beers. I did drink many bottles of water but those were hard to come by too. Half of our group tried to eat dinner at the hotel one night but ended up in a weird disco Asian restaurant thing in the ballroom? We took a cab for about $8 each way for 3 nights because it was worth it to try to salvage our trip and we were hungry.

The only thing I can think of as to why this place has good reviews is that maybe they haven't experienced a good one yet? This isn't it yet. It isn't really an all-inclusive stay.

Tiles fell off the pillar next to me when we arrived. Kind of a warning for what we were in for. I could see the entire service area with all of the kegs and chaos distracting from the beautiful view off our balcony. Put a palapa over all of that - you can make the ugly part of the view disappear easily and completely change the vibe.

So sorry but i can't believe this was really an all-inclusive. So much potential. If they fix all of that which isn't actually that difficult, I would go back. Otherwise, never, ever again. ...

I'm back from a 4 day trip at the Suncape Puerto Vallarta from February 7 to 11. We book airfaire + room directly with the hotel. It was our second trip at this resort, last one was in November 2022. Must say, YOU GO THERE FOR THE LOCATION!!!!

There is way too many clients for the hotel size. We were almost 700 clients (90% capacity) and there’s not more than 200 chairs (pool AND beaches) at the resort. I had to wake up at 6:30 (1 hour before sunrise) every morning to get beach chairs, and they were always almost all reserved. One afternoon I left my beach chair for 30 minutes and my stuff was taken away, another client said security that we were away all morning, but it was not true. People had to rent palapas and chairs at beach vendor,

The BIG positive point of the resort IS THE LOCATION, it has the BEST view at the Zona Romantica and the best swimmable beach. If only the resort could improve services, it could be a real gem!!!

No free wifi in room, it cost around 100$ USD a Week. Free wifi is available in the lobby.

Food was OK in november but now, ew... Same buffet almost every day for breakfast and lunch, only 2 station to have fresh food made to order (pasta, torta or tacos, depending on the day). I must say, Jose at the pasta station buffet was the most friendly and smiley employee fo the resort, he give’s amazing services! Night buffet was really low quality, many choices but everything is really cold and meats are dry and tasteless. I found weird that you eat at plastic table in an all inclusive hotel... There is ALWAYS long line at any restaurant at any hour. We tried to go to the italian restaurant many times but the line was 1 hour wait, after 25 minutes we didn’t move in line. We were able to access Da Mario on our last night, but their clothes rules are REALLY stricted, many people were turned away. They ask my husband to change his shirt, when he came back we order our food but the guy came back saying he need to changed his pants too, so we left because the guy was kinda agressive. Tiki tacos was Ok, same food than the Mexican buffet night. Coco cafe is Ok too. We had lunch one time at Seaside grill and the beef panini was really good.

We booked the Deluxe bay view suite and the view is breathtaking!! The best view from any hotels on the area of the Zona Romantica. On my first trip I had contact dermatitis (burns) on my legs so I brought my own sheets. Bed comfort was not so bad. Big bathroom with big shower. The balcony is huge and well furnished! Don’t expect late check out, its not permitted because of the hotel occupancy. Our flight was late at night, the check out is at noon and if we wanted to enjoy the resort for the afternoon it was 25$ USD per hour per person, I've NEVER seen an hotel charge a fee for that...

I had problem with services all my trip, lobby employees were not friendly, not helpful, long line everywhere (buffet, a la carte, lobby etc...). I will not be returning and I do not recommand if you have expectations. If you only want to emjoy the beach, than yes the hotel location is wonderful!! We LOVEEEEE the hotel location, the greatest among all the other hotels (best view of the Zona romantica, best swimmable beach), but it’s not worth the price. I had better expecations as the AmResort chain is normally really good. Many problems could be solve easily, we tried to solved them during our trip but nobody helped us. They could add more palapas and chairs on the beach (there’s a big free spot near the buffet), more restaurants or allowing restaurants reservations, improving services etc... It has big potential, but the management is not...