Great room on a wonderful property

We loved the double balconies on our room so that we could whale watch no matter where they were. The golf was great along with a variety of restaurants. The park show is great as well. Nightly live entertainment was a bonus as well.”

Mom/daughter getaway

Enjoyed our stay & loved the tacos at rooftop taco stand. Can never go wrong with Vidante. Love their properties, especially the Cancun location. ”

Experience tainted by poor senior customer service and dining experience

We found the customer experience at Vidanta very disappointing. The check-in process was confusing and frustrating. The room assigned changed 3 times in one hour, and we were given no choice in which room to accept. Despite an explicit request to be located facing into the lagoons/pools of the resort, we were given a room facing the flight path of the airport, which interrupted our peaceful enjoyment for the entire stay. We asked for the room to be changed multiple times, and despite being given assurances from multiple front line staff this would be possible, nothing happened. It appears the well meaning, thoughtful, front line staff in Vidanta are not empowered to improve guest experience. Everything is controlled by a rigid senior management team that seemed entirely indifferent to our experience, either failing to follow up our calls (which always went to voice mail, never returned) or failing to show any empathy for the guest experience. We understand capacity constraints do not always allow guests to receive their first accommodation preference, but we would expect the leaders of the customer experience team at a "five-star" resort would at least show some empathy for the concerns of the guest. The restaurants in the resort were incredibly disappointing. One restaurant billed as authentic Asian served absolutely the worst Asian dishes you could imagine, overcooked and smothered in thick, overpowering, sticky sauces. My partner, who is Asian, was horrified. A second restaurant (fine dining Italian) made us wait 90 minutes before any food was served. Not even bread or an appetizer. And then they failed to deliver what we had ordered. We ordered the small lobster which the waitress showed the size of and indicated would cost around $35. Mentioning to the waitress that we were not that hungry, we explicitly ordered this menu item. When the bill arrived, we were shocked to find a charge of $95 for the lobster. When we queried the charge, everyone, including the manager, seemed offended and only reluctantly made an adjustment to the bill. We vowed not to eat in any more of the on-resort restaurants. Luckily, we had a rent-a-car which allowed us to go off-resort and try some of the great dining experiences in Puerto Vallarta. There were other disappointments along the way as well, such as failure of the resort to deliver promised benefits included in our stay, with again virtually no concern for how these failures would impact guest experience or the overall impression of the resort. In short, although the facilities and amenities of the resort might be appealing, the customer service, dining, and overall resort experience left us very disappointed. As a partner to Third Home, this experience has detracted from the brand impression. ”

Fun relaxing time in tropical paradise

this property is just gorgeous and relaxing”