Grand Decameron Complex Bucerias, A Trademark All Inclusive — Hotel in Nayarit

We just got back from an amazing week at the Royal Decameron in Puerto Vallarta. My husband and I went with our 5 kids aged 15,13,11,8 and 3mos. We had booked 2 separate rooms but our travel agent told us to request adjoined rooms when we arrived which we did and they moved us the very next day! A king and single in one and 2 queens in the other. Perfect for our family. The staff were so accommodating for us. The rooms were very clean. My daughter spilled something on the bed one morning and we took off the sheets and waterproof mat to help clean them and saw how clean and new looking the mattresses were. My other daughter misplaced her goggles and we looked with our phone flashlights under the beds for them and saw how clean everything was! The maid did a great job cleaning everyday. I even saw them wipe down railings. The grounds were beautiful and immaculate. Hummingbirds everywhere, iguanas all over the place! So harmless yet fun to watch. Lots of fun activities. The pottery was a hit. About $3-$6 that includes all the paint and glazing. And you get a souvenir to take home. The bicycles were fun too, so fun to ride into the flea market in Bucerías and also see the cute homes and shops and restaurants along the way. The cobble stone roads were charming. Basketball and tennis were fun too. So many pools to cool off after in. Lots of shade for my baby to lay on a towel and nap in. We never had trouble finding a few chairs in the shade. Lots of families and children here which is what we wanted. The nightly shows were fun to go to as well. The food. AMAZING. We have been to 3 other resorts in Cuba, Mazatlan, and Dominican Republic and this place hands down had the BEST food. The daily buffet was so good, the a la carte restaurants were so good! Especially the Brazilian one in my opinion. The tacos and empanadas were so good. My kids are so picky and they liked the food too. I really feel like this place should be classified as a 5 Star. We went to a “5 Star” in Cuba and it was like 2 stars compared to this! The staff learned our names and were so friendly and got to know us. 2 of my kids lost their towels the night before and they warned us we would have to pay 270 pesos (or $17cad) per towel to replace them, but they only had us pay for one. They really do try to keep you happy. Complaints? Booking the a la carte restaurants was a pain as you have to do it at 8 am, but even by then they are booked. You need to go get in line at like 6:30/7:00 which is a pain on vacation when you just want to sleep in. And you have to do it everyday as you can only book for the same day. That shows how good the food is! Honestly if you had to eat at the buffet every night it would be ok it is so good. Also, the resort is massive, so walking back to your room is tiring. But the grounds are pretty to look at at least! Lots of kids and families which is what we wanted. One adult pool we never even bothered to go into, but it’s a good idea for those who don’t have kids or don’t want kids playing around you. The ocean and beach were beautiful and so fun. Lots of vendors. We bought horseback riding on the beach one day for 3 of my kids that wanted to go and my husband for 1000 pesos. So worth it! My 4 girls got braids done in their hair one day for 1000 pesos as well. Also so worth it! Kept their hair tangle free all week. We bought a juicy flower mango one day for I think 60 pesos. So delicious and fresh. But the actual resort was awesome too. They played good music everywhere, the snack bars and eateries were all decorated so nicely. They allowed us to take some cute pictures with a sombrero they had hanging on the wall. All in all it was an amazing week. We made great memories and would love to return! I highly recommend this place for sure. They had kayaks and sail boats you could take out if the weather in the ocean was ok, but when we were there there was some storm in the Pacific that made the waves too dangerous. They were still ok to play in and my kids could still collect shells and swim in it though. It was...

Rooms are dated but beds are comfortable. Standing in ankle deep water after shower, it takes about 20min to drain in the second room we had.Hotel does not honor room requests when booked in advance: We booked two double beds per room four months before coming and upon arrival we got two king beds instead, were ask to move the next day if we wanted two double beds. We were in unit 5 which was quiet, to get the double beds we requested almost four months earlier we had to move to unit 3 which was not quiet at all because of the theater behind us and foot traffic, being on the bottom floor corner two unites , 3103 and 3101.

Not only were we checked into a room on the first night with a king bed but the Air-conditioning was also not working in one of the rooms. We dropped off our bags , left the room for the day to enjoy the beach , came back to a note under our door that night, before dinner, saying someone would be coming by in the morning to fix Air-conditioner, we did not call about the Air-conditioner not working because we were not in the room all afternoon and did not know it was not working, so that means that we were checked into a room that the staff knew the Air-conditioner was broken! This is a very bad policy! Make sure to lock valuables in the safe, we were moved to a ground floor room on day two and sliding door was left unlocked after cleaning.

The system they have in place for booking Specialty Restaurants is very inadequate if you need to book for a group of people. This system needs to change in the future , I for one don't want to come down, on my vacation, at 0730 to book dinner for a group you also need to have one person from each room come down as well to book for a group if in different rooms. The app does not work for more then one room at a time, as a group going on vacation together it would be nice to sit together at dinner. Some people I talked to said booking worked fine for them booking for only one room,others said it would not work, so I guess the app was hit and miss. Of the two bookings we were able to get into in the week we were there the Italian had the best food, this one I would recommend, it was enclosed and air-conditioned, no birds, see below.

The food in the buffet restaurants was average at best. Most of the time it was cold or empty of food. Although not the fault of the hotel , parents of young children were allowing them to get their own food but most of the time this was with fingers or eating while getting their food, or sloping from one bin to another using the same utensil. Come on parents I know this is a vacation but other people are eating here also! The worst part is it wasn't always the kids. The open air restaurants are beautiful,one with a great view of the ocean but the birds were a problem , they were walking around the fruit and vegetables picking at it and eating, then other people would pick that peace of melon or whatever was pecked at or pooped on not seeing what I just saw, and eat it. Can you say Avian Bird Flu. I guess netting is not an option.

Another thing that could be improved upon and I feel one of the more important issues is people jumping to the front of the line, please let me explain. Many times it happened to myself and my family that Spanish speaking people would get service first from Resort staff even though we were ahead of them in line. It was so blatantly obvious, staff knew exactly what was going on.This happened several times at check in , service desk for restaurant check in, and bars where people behind me would just start speaking over me or walking in front of me and getting whatever they were asking for. People that are behind me in line should be told by the staff to wait their turn and not allow them to jump ahead just because they speak the same language, this is very unfair to the rest that don't speak the language. This complaint was voiced many times by other English and French speaking travelers in conversations around pools, the beach and at the bars and restaurants. This rude behavior should...

The soonest you arrive to the hotel in Bucerías they won't let you unload your luggage, they will send you to a parking lot not near the lobby, no organization to register to get the keys for your room, other guests can just walk in front of you without them organizing the waiting line, buffet has very limited options, there is no WiFi in the room and most of the premises, WiFi at block #4 where is very hot no fans for customers in that area, fans only at customer service area, they don't care about customers, when an employee is doing a good job like Maria (great customer service) the receptionist helping to make restaurant reservations because of the QR code system is not working properly or other needs, she gets in trouble, the next day the receptionist Erica was refusing to help, I told her "Maria was helping me yesterday" she didn't try to helping she said "I have to report Maria to my supervisor because we don't suppose to do that, you have to do it yourself using the QR code to make restaurant reservations" finishing the call, I tried doing it and the system didn't work, I called back and Erica answered again I told her "I know you don't want to help Maria was doing a great job yesterday helping, I told her if you don't want to help let me talk to your supervisor" after I said that she was willing to help, but the system didn't work on her side, she was asking her supervisor what to do and she was told "that someone was going to come to our rooms to let us know how reservations were going to be handled that day due to a huracán" I asked "do you know at what time someone is going to let us know?" The answer was "we don't know" I asked the name of her supervisor and she told me "the name of my supervisor is Mayra" I checked the weather report to find out about a huracán' there was no report about huracán early.

The food delivered to the rooms the day before the huracan was terrible just a sandwich with a little apple juice like the one you will give to a small child.

Room services: No iron, no mini fridge, no coffee, no WIFI, not enough power outlets.

This place is terrible, the only enjoyable place is the Japanese restaurant, they don't have a waiting area, the food is good and the employees provide great customer service in the restaurant.

The pool at this resort used strong chemicals and you will need goggles to protect your eyes, the don't use a salt water system that is more gentle to eyes, skin and hair.

Pool or the beach there is nobody providing drinks to customers, if you want a drink you have to go to one of the bars and if you are alone someone else may take take your space or your stuff.

Do your self a favor go somewhere else, this hotel has potential but they have to try better to take care of customers like they do it at their Japanese restaurant.

Their employees need more training to provide better customer service, all the employees speak Spanish and the majority don't speak English language properly forcing customers to use words and hand signals to communicate what they want, they need more preparation to learn how to deal with English speaking customers.

Very slippery floors areas near the pool areas, when you mentioned that to someone they told me "we know but management is not doing something about it"

Overall this place needs to improve several things to provide good customer service, management is doing a terrible job employees are a reflection of that, the few employees like Maria the receptionist that willing to help customer doing a good job get in trouble for doing a good job providing great customer service.

They need to understand that without taking care of customers there is no need for management and employees, the places the put customers as NUMBER ONE do well in all the industries, this hotel needs to apply that model to keep customers happy.

Do your self a favor go somewhere else where they are willing to take care of customers properly, that is the reason you're going...