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“Horrendous check-in experience and questionable upselling marred an otherwise fantastic stay”

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Grand Palladium Vallarta Resort & Spa
Ranked #7 of 11 Hotels in Punta de Mita
Certificate of Excellence
GreenLeadersGold level
Reviewed 23 July 2017

I appreciate that rooms cannot always be allocated together for families but on arrival we were offered the opportunity to pay a $150 upgrade to allow my husband and I the chance to be at the same end of the building as my children! We were extremely tired from a 12 hour journey and felt we were being taking advantage of which we stated at the time, this was met by reception staff with a shrug of the shoulders.

This upgraded room was above the activity pool (with sea view) and horrendous noise levels - we immediately asked for our upgrade money back and eventually after 4 days (and another sub-standard room later) were all able to be closer together in rooms that didn't have noise levels requiring ear defenders . We know rooms cannot be guaranteed but we talked to at least 3 other couples who experienced the same situation i.e "we can't facilitate you being next to each other at the moment - but would you like to pay for an upgrade in the meantime to guarantee it?" - funnily enough one couple interrupted me discussing the situation with our travel rep to tell us about their own similar experience.

This was a real shame because the resort itself is wonderful. The food is amazing, the other staff are kind and attentive and cannot do enough to help you and the best we have experienced in any resort. There are so many extras put in in place to make the stay that much more enjoyable including towels to cool you down while you wait to leave and live music by the pool! Water sports Department were brilliant and always on hand to help.

It was such a shame that the check in left a bad taste for us...

Room Tip: Block 3 for quiet rooms
  • Stayed: July 2017, travelled with family
    • Value
    • Sleep Quality
    • Service
Thank Angelinaballerina72
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melisa R, Hospitality Manager at Grand Palladium Vallarta Resort & Spa, responded to this reviewResponded 24 July 2017

Dear Angelinaballerina72
We would like to thank you for your comment and for sharing your opinion about our hotel Grand Palladium Vallarta Resort & Spa. All of our comments are really important to us since they help us see where we need to improve our services and installations.

We are so sorry that we couldn't fulfill your expectations with our services. We will talk about all the points that you mentioned in your comment with our supervisors. We want our guests to feel comfortable and satisfied with our services and installations.

We hope that you can consider coming back to offer you a more excellent service and attention.

With kind regards.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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43 - 49 of 4,647 reviews

Reviewed 23 July 2017

I recently stayed at the grand palladium with my partner. We had an amazing holiday. We could not fault the staff. the bar staff and pool side bar staff were very friendly, always happy to help and very happy. The restaurants served food to a high standard and the buffet had a lot of choice for breakfast, lunch and dinner. We had a nice room with a lovely view over the pool and had a sea view. I would like to mention the entrainment staff, especially Gabby and Mirimum. Gabby ran the aqua aerobics and always put a lot of effort into making sure we all had fun and always had a great smile. Mirimum always had a smile on her face and was very genuine. Both were very pleasant nice people. We would definitely recommend the resort.

Amanda and Simon from England

  • Stayed: July 2017, travelled as a couple
    • Value
    • Cleanliness
    • Service
Thank mandyvalvona
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melisa R, Hospitality Manager at Grand Palladium Vallarta Resort & Spa, responded to this reviewResponded 24 July 2017

Dear mandyvalvona
Thank you very much for your kind words about your vacation in Grand Palladium Vallarta Resort & Spa.

We are really glad to know that our facilities have surpassed your expectation and provided you the dream vacation that you were looking for.

We truly appreciate your valuable feedback and warm words about our staff and we will most definitely be passing on your feedback to them, which we know they will really appreciate.

With great pleasure we will be glad to host you here again.

Kind regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 July 2017 via mobile

The guys from the water sports center where very helpful.. Elvin, Eder & Victor always answered and gave specific instructions for the water sports. The equipment was in good condition. Elvin took us catamaran, he was very informative and answered all of our questions.

Stayed: July 2017, travelled with family
Thank Betty G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melisa R, Hospitality Manager at Grand Palladium Vallarta Resort & Spa, responded to this reviewResponded 21 July 2017

Dear Betty G
We would like to thank you for your comment and your kind words towards our hotel Grand Palladium Vallarta Resort & Spa. We are so glad to know that we made of your stay a wonderful experience.

Our main goal is to make our guests comfortable and satisfied with our services and installations. We are so glad to know that our staff members were able to make this possible during your stay. We will gladly tell them about your comment to inform them about the amazing job they did.

We hope that you can consider coming back to enjoy once more of an amazing service and attention.

With kind regards.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
A TripAdvisor Member
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Reviewed 20 July 2017 via mobile

The junior club was really fun and I loved all of the different activities during the day with everyone, my favourite show at night was the Pop show! The entertainment crew was great !! Especially Miriam, Alexander, gabby, Mireya and Martin. The shows at night are great and so is the food. The Mexican restraunt is a must!! The views are fantastic and the staff do everything in there power to keep you happy and always have a smile on there face. Had a great stay and would definitely like to come back!!

Stayed: July 2017, travelled with family
Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melisa R, Hospitality Manager at Grand Palladium Vallarta Resort & Spa, responded to this reviewResponded 21 July 2017

Thank you very much for your kind words about your vacation in Grand Palladium Vallarta Resort & Spa.

We are really glad to know that our facilities have surpassed your expectation and provided you the dream vacation that you were looking for.

We truly appreciate your valuable feedback and warm words about our staff and we will most definitely be passing on your feedback to them, which we know they will really appreciate.

With great pleasure we will be glad to host you here again.

Kind regards

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 July 2017

Beware, this will be a very honest, lengthy and informative review for basically everything you will want to know :)

I recently stayed at this resort with my two girlfriends from June 26-July 3. We all hadn't been to Mexico before and it was definitely a great first impression. For those of you who don't know, this resort is on the Pacific coast of Mexico so if you are looking for the party vibe, easy access into town and tourist-y feel, this will not be your preference - it is on the complete other side of Cancun and Riviera Maya. But we loved it. We wanted a relaxing "let's just hang by the pool with drinks" type of vacation and we got just that. Also, I'm not sure if it was because we were on the non-Carribean side or because the hotel is so secluded, but there were a lot of locals staying there to our surprise. Almost 90% of everyone spoke Spanish so you can feel a bit outsider-ish. I think that was my biggest issue.

We booked through Sunwing (also our first time) and no complaints. Flight was smooth and we arrived at the Puerto Vallarta airport. If you are flying with Sunwing, a representative will be waiting for you right outside of the airport with a shuttle to take you to your hotel. Airport was clean, no hassle and we even got greeted with tequila shots before leaving! The hotel is a bit of a drive from the airport (about 45 minutes) and our shuttle did a couple other stops to other hotels along the way. Our Sunwing rep, Danny was very informative and told us all we needed to know from tipping, to transportation around, to excursions.

Once we arrived at the hotel, you are escorted to the main lobby. Absolutely beautiful and completely open. We checked in, automatically getting an ocean view room which was actually an upgrade from the basic deluxe room we had originally booked - so that was a very nice touch. You get 2 room key cards and you will be informed on how to connect to wifi. They say you only get connection in public areas but truthfully, we got it 24/7. I'm not sure if this was also because of our lucky placement of our room. A bell boy will escort you and your luggage to your room. The room looked exactly like the pictures. There was a balcony but I would barely even call it that. You couldn't even sit out there and enjoy the view, but it was enjoyable for looking out once in awhile. The room comes with a mini fridge, with water, beer, liquor, etc. They stock it daily. PLEASE BE ADVISED THAT YOU WILL NEED PLUG ADAPTERS!!! We were not aware of this and assumed the plugs would be standard in Mexico since all our family and friends who have visited before told us so. Fortunately, the front desk had one adapter we were able to borrow for the week to charge our phones. The bed "blankets" are very thin, almost like a thicker sheet. Luckily there were thicker blankets in the closet. There is also a safe which have instructions to set it up included within the mini information booklet the front desk provides you with upon check-in. The safe worked perfectly and we had no issues the entire week. A blowdryer, iron and ironing board are also included in the room. TV is your basic cable which we didn't mind because it actually played a lot of good movies throughout the week. The room does get a bit hot so we set the thermostat on the lowest temperature and left it like that for our entire stay. Mini toiletries are provided in the washroom. Shower water pressure is a bit weak and oddly, the shower glass only covers half of the shower, so water would actually spray everywhere outside while showering. We had to constantly lay towels on the floor to soak it all up but again, no complaints as room service cleaned it up and provided us with a stack of fresh towels daily. Room service was actually great. They came every morning from 9-11 AM so usually we'd go for breakfast and by the time we returned, the room would be clean. They cleaned our floors, made the beds and provided us with anything we requested (we would leave a note on the beds if anything).

There are a total of 4 pools I'd say within the entire resort. All kept very clean and finding chairs was never a problem. One is an adult-only which we spent all our time at. Two were connected, one being the main pool with a kids pool attached - Great for families as there was a giant kids park in it. Last one was exclusive to a different club membership. You'll find there are a few areas that are exclusive to the Travel Club but they're all labelled. Now towels are easily provided to you at the bars given you have a towel card. Unfortunately we didn't know this until the second last day of our trip and managed to get by most of the week without one. Apparently you're supposed to receive it at the front desk upon check-in. There's also the beach a minute walk from the main pool but because of the constant rain we got during our stay, the water wasn't pretty and the sand was yucky so we never stayed there. Beware of the volcanic stones that are in the beach. It is advised you wear shoes if you decide to go in the water. There are water sports available though and every afternoon, there's a dancing class on the shore. Rinse-off showers are available at every pool.

Food was alright, not the greatest. This would probably be my second biggest issue. There are 4 a la cartes and truthfully, only 1 (the Asian one) was memorable enough that we actually went back multiple times. The other 3 were Italian, steakhouse and Mexican. There's also buffet for breakfast, lunch and dinner. Breakfast we went to every day and lunch had a good selection too. Dinner buffet we only visited once and the quality and selection were so lacking, we never went back for dinner. Sports bar is available 24/7 it felt like, but I want to say it closed at 6 AM. Food was your typical American sports bar food and did its job for a late night snack. This sports bar also had pool tables and foosball with TVs. The actual bar was right outside. Very centralized within the resort as the theater was also right across as well. Lastly in terms of food was the room service, which is available from 1-11 PM. Good menu including burgers, wraps, quesadillas, wings and pastas. Overall, the food quality most times was bland. I didn't find myself going back for seconds often and selection could be a lot better. Bars however, NO complaints. Whatever drink or cocktail you wanted, they always had and it was always delicious. We did notice every bar makes their cocktails a little differently and stronger than others, but overall no problems.

In terms of nightlife and excursions, well there isn't much of a nightlife. Again, this resort is very secluded, has a lot of locals and tailors to families. It's pretty quiet at night. You have the live entertainment shows at the theater daily so it gets pretty crowded. We visited the one nightclub 3 out of the 7 nights and always left early. It's all Spanish music but they will play any song requests. The dancefloor is usually empty and everyone's just crowded at the bar. There are a ton of excursions you can do during your stay but they all come at a cost. The town was about a 2-2.5 hour drive from the hotel so we didn't go. But there are always taxis available at the lobby for when you need to leave. The only excursion we did was zip-lining which we loved!!! It was called the Canopy River Zip-Line, which we booked through Sunwing prior. 11 ziplines, a mule ride, a tasting of 7 different tequilas to follow and a mountain-high restaurant experience (food was additional cost). It was beautiful and I highly recommend the excursion to anyone interested. Again, it was a bit of a drive from the hotel (1 taxi from the hotel to the office and an hour shuttle from the office to the ziplines), but completely worth it.

Lastly would be the staff. Everyone was genuinely so nice and always had a big smile. From the bartenders, to our maids, to other hotel staff, everyone was just a pleasure. The only complaint I'd have was the gift shop workers. They were rude, miserable and seemed like they hated their jobs. But other than that, the staff became our second family and when we left, a few actually ran up to us and hugged us. We were so sad to leave and we still miss them today.

I hope I covered everything and I hope this review is helpful to anyone looking to stay here. I've already recommended it to everyone I know. It's a different experience seeing as it's on the other side of Mexico, but peace and relaxation is what you will get nonetheless. Because it is rather small, you'll become familiar with faces and will likely get to know other travellers. Me and my friends would say it was an excellent vacation and would probably visit again despite the large number of locals and disappointing food.

  • Stayed: June 2017, travelled with friends
    • Value
    • Cleanliness
    • Service
7  Thank Vanessa V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melisa R, Hospitality Manager at Grand Palladium Vallarta Resort & Spa, responded to this reviewResponded 20 July 2017

Dear Vanessa V
Thank you very much for your words about your vacation in our hotel The Royal Suites Punta de Mita by Palladium, and for the time you spent to share your feelings on your stay. We are so glad to know that your stay in our hotel was an amazing experience.

Our main goal is to make our guests comfortable and satisfied with our services and installations. We are really glad to know that our facilities have surpassed your expectation and provided you with the great vacation that you were looking for. It is your delightful experience that serves as motivation to continue providing our guests with excellence in service.

We hope that you visit us again very soon to enjoy once more of an amazing attention and service.

With kind regards.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 July 2017 via mobile

Amazing hotel and such friendly and attentive staff! Leo at the bar was awesome and Emmanuel at the sports bar is so hard working and always on top of things! The hotel is really big and they have a lot of events at night especially if you love dancing. Buffets are awesome and the infinity pool is quite nice as well

Stayed: July 2017, travelled with friends
Thank raquel F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melisa R, Hospitality Manager at Grand Palladium Vallarta Resort & Spa, responded to this reviewResponded 19 July 2017

Dear Raquel F
We would like to thank you for your comment and kind words towards our hotel Grand Palladium Vallarta Resort & Spa. It is a pleasure for us that you enjoyed our services and installations.

Our staff members are really important to us since they give you the services that we are offering you to make your stay a wonderful experience. We will gladly tell them about your comment and inform them about the amazing job they did during your stay.

We hope that you visit us again to enjoy once more of an amazing service and attention.

With kind regards.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 July 2017

This was our third visit to this all inclusive and generally we were happy with our stay. The staff are wonderful and go out of their way to make sure you have an enjoyable stay. We had two kids with us, one 14 and the other 10 and there were all sorts of activities to keep them busy. From archery to water Polo to soccer on the beach, they had a ball. The food was good and there were a number of restaurants offering Mexican, Japanese, Italian and steaks, on top of the regular buffet. We had to visit the medical centre during our stay and all of the medical personnel there were very professional and reassuring. The one concern l had was that there seemed to be a lack of maintenance in the building. There were problems with sink drains, the fridge didn't work properly and it always seemed to be a problem getting towels etc in sufficient quantity. We were also a little disappointed to find out that the family pool closed at 8 pm which we thought was a little early.

Room Tip: Ask for a room on the south side, particularly away from rooms that make be booked for wedding parti...
  • Stayed: July 2017, travelled with family
    • Value
    • Cleanliness
    • Service
Thank Lynn W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Melisa R, Hospitality Manager at Grand Palladium Vallarta Resort & Spa, responded to this reviewResponded 18 July 2017

Dear Lynn W
We would like to thank you for your comment and for sharing your opinion about our hotel Grand Palladium Vallarta Resort & Spa. All of our comments are really important to us since they help us see where we need to improve our services and installations.

We are so sorry that we couldn't fulfill your expectations with our services. We will talk about all the points that you mentioned in your comment with our supervisors. We want our guests to feel comfortable and satisfied with our services and installations.

We hope that you can consider coming back to offer you a more excellent service and attention.

With kind regards.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Grand Palladium Vallarta Resort & Spa

Address: C/ Carretera Punta de Mita Km 11.5, Punta de Mita 63734, Mexico (Formerly Palladium Vallarta Resort & Spa)
Phone Number:
Region: Mexico > Pacific Coast > Nayarit > Riviera Nayarit > Punta de Mita
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Green Hotel in Punta de Mita
#5 Top resorts Hotel in Punta de Mita
#5 Family Hotel in Punta de Mita
#6 Luxury Hotel in Punta de Mita
#6 Spa Hotel in Punta de Mita
#6 On the Beach Hotel in Punta de Mita
#6 Romantic Hotel in Punta de Mita
Price Range: $211 - $694 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Grand Palladium Vallarta Resort & Spa 4*
Number of rooms: 420
Official Description (provided by the hotel):
Palladium Vallarta Resort & Spa is located on a spectacular property that offers a 300 meter long private Pacific beach, from which guests can witness stunning sunsets. The construction of the hotel has maintained the natural flora and fauna of the area to provide an extraordinary setting for an unforgettable vacation. ... more   less 
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Also Known As:
Palladium Vallarta Resort And Spa
Palladium Vallarta Hotel Punta De Mita
Palladium Vallarta Puerto
Palladium Vallarta Resort & Spa
Palladium Puerto Vallarta
Viva Vallarta
Hotel Palladium Vallarta
Club Viva Vallarta
Grand Palladium Vallarta Resort & Spa Punta De Mita, Riviera Nayarit, Mexico

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