Occidental Nuevo Vallarta - All Inclusive — Hotel in Nayarit

First, I’ve been to Mexico four times before, but this was my first time in Puerto Vallarta. Transportation was smooth. We checked in, but they gave us a room with two beds, despite us being a couple of 11 years. We didn’t mind it too much, but the room smelled strongly of fresh paint. We complained, and they took care of it quickly, which was a positive. On the first day, we had the buffet, and it was good. However, the second day we made a reservation at the Mexican restaurant. I ordered the queso fundido with chorizo, and it was the worst I’ve ever had! The cheese had a plastic-like consistency, as if it was microwaved. My fiancé ordered mixed meats.He always finishes his food, but not this time, which says a lot. We complained, and the waiter explained that some equipment in the kitchen had broken, preventing proper heating. That explains why the food was cold, but why not post a sign saying, “Kitchen closed for dinner due to technical difficulties”? Instead, we wasted our time and had a terrible dining experience. We also attended the “presentation,” which we’re obligated to do for 90 minutes. They were clear and respected our decision, which was a relief, but I don’t understand why the resort would put guests like us, an engaged couple, into a room with two beds and no ventilation for an entire week if the goal is to upsell them on a more luxurious property. Why not place us in the beautiful property to begin with, so we can experience what we could have for future vacations? It seems like a poor sales pitch to me. Moving forward, there were barely any activities during the day. There was no music at the pool. This is the first time I’ve been to a resort without music by the pool after 1 p.m. Vacation is supposed to be fun! One other thing: we went to the hot tub, and five minutes later, we were kicked out in front of everyone because it was for “special members.” There was no sign indicating this, and while we wouldn’t have minded, it was embarrassing. They could have told us in private. The service at the buffet was also poor. Everyone else was offered coffee, but we weren’t. The ladies with purses were given purse stands, but I wasn’t. There was a day when all the waiters were serving water to everyone but us. I told my fiancé I felt discriminated against because we aren’t white. We paid for this vacation just like everyone else, but we were consistently overlooked. The only restaurant where the food was amazing was the Japanese restaurant, and the service there was fantastic. I’m shocked by how many people think the food is incredible. Perhaps it’s because many Americans come to Mexico and the resorts try to cater to them? It’s unfortunate. If you want the same food you get at home, just stay home. We even told one of the waiters, “This isn’t Mexican chorizo,” and he replied, “No, this is American sausage.” Are you serious? The nightlife was lackluster. The only options were to attend a show or go to the lobby for drinks. There was no karaoke, no dancing, and if you’re going to have a show, at least make sure it’s coordinated. The dancers seemed to be performing to different songs, and the main singer wasn’t good. The sound quality was muffled, and it was especially noticeable since the Hard Rock Café was next door. Their show was happening at the same time, and we could hear huge cheers and applause while ours had nothing but silence. The shows were terrible, to say the least. One day, we decided to play our own music at the pool because we were tired of the silence. An employee told us to turn it off, and another guest mentioned they were told the same thing. The whole experience was boring and easily the worst of my five trips to Mexico. The only good thing about the resort was the service from Renee, Jesus, Gustavo and Francisco and the ladies serving at the lounge. I will never return to Occidental again. They need to learn to treat everyone equally because they definitely didn’t...

bed was good as well as the shower & room. Safes were available.Safe resortLifeguard on duty during the day. Beach massages were $42 and were very good just a few steps to the South on the beach in a hut. There was daily stretching class at 930 am (be careful of your body mechanics - these are not certified instructors and you can over extend if you're not aware of how to lunge or 'tree' correctly. Water aerobics & Zumba were held later in the morning as well. Bingo  & trivia & games in the afternoondecent gym, spa, Table tennis & Pickleball/Tennis courts   there was  a kids club Coffee maker is in your room if you want to make coffee  - but no cream, make sure you ask for some at one of the bars the night before. There was one bar open from 10 am - 1 am (more of a lounge really) and the pool bar open from 10 am to 7 pm. (We actually would have liked a couple of different places to play cards at night.THere was really only the lobby unless you were a smoker)As to be expected at all resorts drinks were VERY watered down - you are best to ask for mixed drinks where the alcohol comes from a BOTTLE not the hoses. Point to the bottle you want to have your mixed drink to be made from.   They   provide draft beer and draft soft drinks at the bars. Drinks from cans and bottles are refused for bar service.  You CAN insist and they'll find you one, or you can just use the ones in your mini bar which are included in your all-inclusive package (as long as you don't ask for your fridge to be stocked more than once a day.) (there were plenty in the fridge - its should not be necessary ...)Good omelet station at breakfast.. I felt that the Mexican resto offered a few dishes that had been available from the buffet each night as well as a few new ones. Though portions were not unreasonable - be aware  you are permitted to order as much as you can eat at the restos,  For instance the (delicious) short rib(s) was just one rib, so you CAN order two. Not all specialty restos are open every night. The Mexican resto we went to twice for dinner.  The best food we had was at the Italian restaurant. (Don't order the focaccia - or maybe do....it's hilarious) Great caesar salad there There was also a Japanese Resto, but we didn't think eating Japanese food in Mexico would be particularly memorable. Took us a day before we  sussed out that the only place to get Guacamole was at the Mexican resto so we had lunch there every day. Until they ran out of it. (!) It was an outdoor resto and bathrooms were close by. Buffet had almost the same things every night  - after two nights you've seen all there is to offer. That is ok, most dishes were great ! Easy to make yourself a great salad & supplement with a peice of protein. Best bread was the spiced loaf (Think it had caraway, not usually a fan, but this was good!)  Carb heavy hot dishes.  Noticed that they were careful to use local fruit - papayas, melon, and pineapple were almost limitless but hard to find apples & grapes & strawberries. Smart budgeting on their part. Also noticed smart re-use of leftovers - just as one would do at home. A good chef's strategy to Fill 'em up on carbs, but still offer a great selection of healthy local fruit & veg. Only one pool unless you paid the extra ($42) per person per day for access to  the second pool and the (NOT hot) hot tub and private Cabanas that were right NEXT to the regular well shaded beach chairs. We stayed on weekdays and never had much competition for getting a good beach or pool spot at any time of day. Night time entertainment  -  Do not go to this resort expecting to be entertained at night. Started off every night with a cheesy kids show and then would go onto a less cheesy 'act'. A bit embarrassing  (one singer was good, as background music while we ate...

We just returned from a 7-day, 6-night stay at Occidental Nuevo Vallarta, and while the beach, views, and some of the staff were outstanding, our overall experience was extremely disappointing due to multiple room issues, poor front desk service, and a serious lack of responsiveness from management.

Room Problems – and More Room Problems: Our first room had a leaking ceiling in the bathroom, with water coming down through the light fixture—clearly a safety issue. Shockingly, no staff on duty at night had the authority to move us, so we had to wait until 10:00 AM the next day to speak with the manager, and then wait until 2:00 PM for a clean room.

The second room was along the atrium, which we weren’t warned about. At 10:00 PM, loud nightly entertainment began and the sound echoed through the entire atrium—making it nearly impossible to sleep. When we asked to move again, the manager told us, “This is an entertainment hotel and you were told that in the email.” We never received such an email.

The third room was again in the older section. In the middle of the night, we woke up to another ceiling leak and an inch of water on the bathroom floor. There was visible black mold in the ceiling tear. When we reported this to the front desk, they again said we’d have to wait until the day manager arrived. We had a non-refundable $240 tour scheduled that morning but had to cancel it just to be able to talk to the manager in person—because the front desk staff member said that room changes could only be done in person, not by phone even though we told her about the tour.

We were finally moved to a fourth room at 3:30 PM—this time in the newer section, with a balcony. It was clean, quiet, and should have been our room after the report of the leaky ceiling in the first room.

Hotel Conditions: Once we started noticing leaks, it became obvious this is a larger problem. Many hallways in the older building had spots with missing ceiling drywall, water stains, and even blue towels on the floor to soak up water from leaks. Maintenance is clearly an ongoing issue.

Staff – Mixed Experience:

The maintenance staff worked hard and responded quickly—they were kind and clearly overwhelmed. The servers and bartenders were exceptional, especially at the Royal pool, where they knew us by name and offered truly personalized service. The restaurant staff across the board were friendly, efficient, and accommodating. Unfortunately, many of the front desk staff were not empathetic or helpful and showed little urgency about serious guest concerns like water leaks and mold.

Royal Level – Highly Recommended: The private Royal pool and cabanas were wonderful, the Royal pool service was exceptional, and the dining perks made a big difference. If you do stay here, I strongly recommend upgrading to Royal Level—it’s worth the extra cost for the amenities and superior service.

Final Thoughts: This resort has gorgeous views, great food, and wonderful staff in many departments, but it’s plagued by serious maintenance issues and poor guest service at the management level. The rain during our stay wasn’t unusual, and yet the hotel couldn’t manage the leaks or move guests efficiently. Guest safety and comfort should be a priority, and at times, it simply wasn’t.

With proper repairs and improved training at the front desk, this hotel could be outstanding. But as it stands, we had to change rooms three times, cancel a prepaid tour, and wade through bathroom water at night—that’s not the relaxing...