Sunscape Puerto Vallarta Resort & Spa - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

7105 reviews

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  Menos de lo esperado

  Hotel muy limitado. Es bastante viejo y no está bien mantenido. El personal sí es amable pero la comida es mala, muy mala, poco variada y los alimentos pasados o mal presentados. La zona de playa es bonita pero el mar no está limpio por la cercanía a un río.

  Apr 01, 2025
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  Excelente

  Acabamos de regresar de ese hotel y la verdad es que todo estuvo perfecto, la atención de todo el personal fue demasiado buena, en especial de Fernando en el restaurant italiano, pero en general de todos. Esta cerca de todo y te sientes realmente como en casa, sin duda regresaremos cada que vayamos a Puerto Vallarta.

  Apr 01, 2025
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  The staff make this place!

  My family and I recently had the pleasure of spending two wonderful weeks at Sunscape, and I wanted to take a moment to share both the positive experiences and some concerns we encountered during our stay. Positives: The staff at Sunscape truly made our vacation unforgettable, and we are grateful for their kindness and professionalism: Check-in Staff: Veronica and Brenda were welcoming and helpful, making us feel like part of the Sunscape family right from the start. Bar Staff: Mario and Omar went above and beyond by memorizing our family's drink orders by the second day. They were always happy to engage in friendly conversations in both English and Spanish. Omelette Chef: Wendi was always smiling and efficient, memorizing our family’s order quickly, even amidst the breakfast rush. Buffet Wait Staff: Mario, Tino, Gladis, and Raul were wonderful, but a special thank you goes to Antemlo, who was truly exceptional. His thoughtfulness and attention to detail made our dining experiences even more enjoyable. Da Mario’s Restaurant Staff: Isay, Richardo, Carlos, Elena, and Fernando made our dining experience at Da Mario’s so special. From the warm greeting to the attentive service throughout, they made us feel truly valued. On our last day, they even prepared a beautiful dessert to thank us and wish us a safe flight home—such a thoughtful touch! Entertainment Staff: Anahi, Sergio, and Aldo all contributed to making our stay enjoyable, from their engaging conversations in both English and Spanish to their excellent cooking classes. Their enthusiasm and hospitality were greatly appreciated. Food: We were impressed with the variety and quality of the food during our stay. The addition of extra stations (such as the salad bar, smoothie bar, Asian noodle bar, and panini station) was a wonderful surprise, and everything we tried was delicious. No complaints here! Concerns: Unfortunately, we did encounter a few issues that I feel should be addressed: Pool: We were extremely disappointed with the condition of the pool. There was a visible film on the surface of the water, which not only made the pool unappealing but also caused our children to develop minor rashes after swimming. Additionally, the pool tiles were being replaced during our stay, but the work was poorly executed. The uneven tiles had sharp edges that caused our daughter to cut her leg when trying to exit the pool. Thankfully, the injury wasn’t severe, but another child had to receive 16 stitches due to a similar issue. Management Response: When we raised these concerns with management, we were only asked to fill out a generic incident report. We were hoping for more tangible action, such as compensation for not being able to use the pool and a clear timeline for when the pool would be fully repaired. Given the level of service we experienced elsewhere at Sunscape, this lack of urgency regarding the pool repair was particularly frustrating. I feel confident that any other Hyatt property would have addressed the issue much sooner. If you choose to respond, I kindly request that the response does not rely on generic templates. The pool area needs immediate attention to prevent further incidents, including draining the pool and retiling it properly to avoid causing rashes or injuries.

  Apr 01, 2025
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  Excelente!

  Excelente atención y el personal ni se diga! Un mesero de nombre Fernando mis respetos para su atención como persona! Muy rico todo sin duda volvería a este hotel perfecta atención y sobre todo las comidas bastante ricas al igual que las bebidas

  Mar 30, 2025
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  Better than expected

  After all the negative reviews, we were nervous about coming to this resort with an adult with celiac and two small children. The report exceeded our expectations. - Always something to eat with a food allergy and picky kid eaters - staff was VERY friendly and helpful - kids had a blast - rooms and resort were clean - Good coffee/lattes (main thing in the mornings with kids 😉). - kids were a bit young for explorers club but LOVED the waterpark Only negative comments are: - there was NO ICE CREAM! Very surprised for a family oriented resort (and a family that loves ice cream haha) but er ended up going off resort for this close by - Hyatt member presentation was not good and a bit deceiving. Took way longer than discussed (over 2 hours) and they were very upset that we didn’t purchase even though we said we had no intentions from the start. Kids were upset for sitting so long and we felt it wasted a whole half a day of our beautiful vacation.

  Mar 30, 2025