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Sunscape Puerto Vallarta Resort

Mexico | Mexico - Puerto Vallarta Our Rating rating Details
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Customer Rating 100 Reviews
Value
 
3.4
Service
 
3.6
Beaches & Pools
 
3.5
Dining Options
 
2.8
Room Comfort
 
3.1
3.1 out of 5
"Food was amazing!!! People were wonderful!! Ocean was dirty but the pool was nice." – Danielle925
57 out of 114 (50%) customers would recommend this product to a friend.
broken outdated equipment from the 70s This was my tv view for 5 days Gorgeous view! Locals View from room 710 One of the restaurants The beach View from balcony of room Not so blue leaking ceiling = unsanitary bar

All Sunscape Puerto Vallarta Resort Customer Reviews

1-10 of 100 reviews. Sort by
May 30, 2016
you get what you pay for

Pros: Cheap. Excellent service during the week when occupancy was low. Friendly & helpful staff. Close to airport & downtown. Relatively clean during the week when occupancy was low. Cons: Watered down drinks. Below average food. Salsa helped, but surprised that guacamole was not included. One working elevator. Bars had weird rules - closing at different times & offering different items. Only one pool. Water temperature was too high & felt dirty. Not strict with vendors entering resort's roped off beach area. Resort coupons provided were essentially unusable due to the requirements and restrictions. Summary: You get what you pay for. Was able to overlook some of the flaws for most of the trip. The resort was overcrowded on the weekend with locals & everything suffered because of it. It was a completely different experience. I would not come back - opting to pay a little more for better quality at a resort I wouldn't want to leave. By the end of the trip, we couldn't wait to leave.


19 of 19 found this helpful
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Overall Rating: 3
Value
 
3.0
Service
 
4.0
Beaches & Pools
 
2.0
Dining Options
 
1.0
Room Comfort
 
4.0
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From: Chicago, IL
Age: 25-34
Travel: 7+ trips/year

February 8, 2016
Great vaca!

First all inclusive resort and Sunscapes was great! The bar staff were my favorite part. Very friendly and attentive. We felt like we were all friends by the time we left, which is a special quality in a staff. Nightly activities. Food wasn't bad. It's a smaller resort so only a couple of restaurants but it's a short and cheap cab ride downtown to fix that problem if you get sick of the food. Room was ready right at check in and what a room. Amazing view and cleaned promptly everyday. The minibar was only re stocked when we were in the room, which is okay. Made me feel safe and like they respected our privacy. Everyone spoke great English which I wasn't expecting considering I wasn't in an English dominant country. Staff was all very friendly. Pool was always clean and the swim up is great. Clean beach. Clean hotel all around. Overall an incredible value for the price. I would definitely stay again and stick to the Sunscapes brand after our stay here.

Great vaca! Great vaca!
10 of 10 found this helpful
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Overall Rating: 5
Value
 
5.0
Service
 
5.0
Beaches & Pools
 
5.0
Dining Options
 
3.0
Room Comfort
 
5.0
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From: Denver, co
Age: 25-34
Travel: 1-2 trips/year

May 19, 2016
Great vacation!!

It was all great! If I have to pick what could have been better I think the only thing I can say is that the additional vouchers that was provided seemed like a scam. Extra $200 in resort coupons is useful only if you spend another $200-$300 to use them. My recommendation would be to avoid the sales people who talk to you after you check in to give you details about the resort coupons. I would like if a massage is included in the package...just my recommendation. Also, they do not provide shampoo and toothpaste(they provide body lotion, conditioner and body wash) ...small things that did not really matter to me..but I will mention it as it may help other people and maybe Sunscape will start providing shampoos and toothpaste. Overall it was very good...definitely can be improved but I enjoyed my stay and was very happy with the package.


8 of 8 found this helpful
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Overall Rating: 5
Value
 
5.0
Service
 
5.0
Beaches & Pools
 
5.0
Dining Options
 
5.0
Room Comfort
 
5.0
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From: WA
Age: 25-34
Travel: 1-2 trips/year

February 23, 2016
This was not a "luxury accommodation"

The Sunscape's saving grace is their wonderful staff. The hotel itself is under renovations, but we booked under the auspices that it was completed. It was said to be an Apple 5 star which it wasn't. The food was fair at best, not much of a selection at all. We upgraded our room, but was disappointed at the "up grade." Having said that, we were barely in our room as we hung out at the pool all day which was awesome. The pool staff and activities were fantastic. I always had a nice drink in hand, whether I was lounging, or floating around the pool. The back drop you can't beat... Located in the center of the bay, with the beautiful beach at your feet and lush green mountains that surrounded you. Overall, we had a great time, because if you can't be happy swimming around a pool in paradise, something is wrong... We were just disappointed by the misleading description that we were staying at a 5 star with nicer accommodations and food options....


7 of 7 found this helpful
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Overall Rating: 2
Value
 
2.0
Service
 
5.0
Beaches & Pools
 
4.0
Dining Options
 
2.0
Room Comfort
 
2.0
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From: San Diego, CA
Age: 25-34
Travel: 3-6 trips/year

March 27, 2016
Great trip!

My husband and I just returned from Sunscape Puerto Vallarta. We were both a little nervous given some of the reviews here (Trip Advisor has some good ones) but as it turns out, there was no need for worry. Although there were a few tiny glitches (no clock in the room, and when they gave us one we noticed it had been removed from the room the next day), no king size beds available, and the fact that we were approached several times about their "vacation club" everything on the whole was great. There were only minimal waits (if at all) for tables in the a la carte restaurants. The food in the buffet was very good and in the a la carte restaurants we tried (Seaside Grill and Da Mario) it was great. Service in the restaurants was excellent across the board. The pool and beach areas were immaculate. I noticed twice that there were food spills around the pool, and in both cases someone was there to clean them up in under five minutes. I will say that in order to find a seat at the pool it is necessary to go downstairs early (before 8:30) and reserve a spot. Contrary to what others said in previous reviews nobody ever removed our stuff when we did that before going to breakfast. We definitely plan to return here.


7 of 7 found this helpful
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Overall Rating: 4
Value
 
4.0
Service
 
4.0
Beaches & Pools
 
5.0
Dining Options
 
4.0
Room Comfort
 
4.0
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From: New Jersey
Age: 55-64
Travel: 1-2 trips/year

April 5, 2016
Good time

Overall, I liked this place and would go again IF the price is right (cheaper than other 4 star resorts). Reading prior reviews prepared me for the worst, but either they have improved in certain areas or people were just overly picky. My only real complaints are with the "inside" of the resort. I would say this was a 4 star resort on the outside with a 2 or 3 star room experience. I think it is onerous that CC labels this as 4 star, especially before it is completely renovated. Many people I talked to reallllly liked their rooms, so I suppose it is a matter of opinion. Other 4 star rooms I have been in were MUCH nicer, but, this is not a huge deal. People complaining about bathrooms that flood must not travel to tropical beachy places much, as that type of shower design is quite common. Not a big deal. I suppose if a few of the bathroom floor tiles weren't properly angled to funnel to the drain, then that could be quite annoying. Ours was fine. Sunscape claims to stock refrigerators two times per week, but ours was never restocked even though we asked on two separate occasions (it was also empty on arrival). On top of that, all you get in your room is some water, soda, and 5 "mini" Coronas that are only 7 ounces each. This is not that big of a deal though, all you have to do is walk downstairs and order a few drinks and put them in your fridge. Anyone that is overly peeved by this is just wanting to complain. They cart all of the refrigerator items around in a shopping cart, which is interesting. You can hear them coming if you are in your room. Actually, you can hear almost anything that anyone is doing in the hallway. Especially drunk guy slapping on the door of the room across from yours for 10 minutes. But, this is a place to party so you have to expect that and take videos so your friends can laugh at it later. I'm sure the resort would take care of that had I called. You shouldn't be in your room much anyways considering how nice the outside areas and entertainment were. The slide seemed to be a big hit for the kids, and the activities. There is a sulfury smell in the stair well, which I preferred to use anyways. Maybe an occasional whiff on the first floor, but nothing nauseating. Complaints in other reviews are either exaggerated, or have become outdated. I do wish they would change up the buffet items more. The restaurants offered variety within each restaurant, but not much, if any, variety between restaurants. The food was good though for the most part. Having the option of an open air restaurant was awesome. The staff was good, except for when trying to confirm a room for others that were delayed in Denver a day. They were quite shady about actually guaranteeing it. It all worked out, but a little more cooperation and honesty would have been nice. There was a lot of security around. We felt safe there with our 2 year old. That about sums it up.


7 of 7 found this helpful
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Overall Rating: 4
Value
 
4.0
Service
 
3.0
Beaches & Pools
 
5.0
Dining Options
 
3.0
Room Comfort
 
3.0
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From: PA
Age: 25-34
Travel: 1-2 trips/year

April 11, 2016
Perfect Family Vacation!

Sunscape Resort was converted from a hotel to a resort style setting (formerly known as Holiday Inn)... The renovations that were apparently done to convert this resort, are fantastic! The Hotel room size was good enough for our family of 4, w/ two double beds. The shower could stand to be upgraded more-- water poured throughout the bathroom and made it difficult for the rest of the family to use the bathroom, after the shower was used. However, the maid service was superb! Once we left the room in the morning, (for the day), we returned to a clean room (and bathroom). I know this is not standard practice at many resorts, since their maid services only clean twice a week (especially if you book through an exchange rental-- so having daily maid service, made the stay even more enjoyable! The resort has 3 main restaurants, and all were great! Maybe a different menu throughout the week would be great, so you don't feel like you're eating the same thing all week... The daily activities kept all of us busy! Volleyball in the pool-- water aerobics, and Zumba were all really fun-- since the instructors were funny and keeping us entertained! Overall, great value for a last minute getaway!! I would definitely recommend this resort to a friend!!


6 of 6 found this helpful
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Overall Rating: 4
Value
 
5.0
Service
 
5.0
Beaches & Pools
 
5.0
Dining Options
 
4.0
Room Comfort
 
4.0
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From: Indianapolis, IN
Age: 35-44
Travel: 1-2 trips/year

July 27, 2016
3-4 days wasted

We arrived at Sunscapes on July 10th around 1pm. We arrived before check in so we were told to wait for our room, which was expected. The bar was around the corner so we waited with a few drinks until 3pm and then were told that our rooms were ready. Upon arriving at our room on the 8th floor, we open the door to unmade beds, trash everywhere and dirty dishes. It was also a double and we had requested a king. Immediately we left the room and headed back downstairs. The front desk was apologetic and fixed the situation within 30 min. The four of us headed to our rooms and changed into our bathing suits. Once downstairs again, we got into the somewhat dirty, lukewarm warm pool. The entire pool was so loaded with children that we couldn't even stay inside the pool without being splashed and even standing along the edge would get pool water and body juices into our drinks. Upon standing in a crazy long line of children at the pool bar my mate asked if they had crown royal. He was told "if you want to be catered, go to the Four Seasons". We were appalled but assumed he was just frustrated after making 13 virgin strawberry daquiries but still astonished at the rudeness towards a guest. Soon we ate dinner and then settled into the noisiest night of sleep we've ever had. People and kids running up and down the hallways at all hours. In the morning we were all on our way to breakfast and noticed a pile of vomit in the hallway, the trash by the elevators was overflowing on both of our floors and slimy, crushed muffin was in the elevator for hours. We were very disappointed and had decided to approach concierge about moving hotels. We knew that AM Resorts were also connected to Secrets and Dreams (which we stayed at before and loved). I didn't know the process so Gabriella and Miguel told me that we would have to contact Cheap Caribbean who we booked through. I contacted them and was told that there would be a cancellation fee and to see if they could switch me to a sister hotel without penalty. She also sent and email requesting such. I went downstairs again and spoke with Gabriella and Sergio regarding our request. He told me that he would not waive the cancellation fee and that we would be charged for the whole week if we left. I asked him if he was really going to keep us prisoner when we clearly weren't happy and he clapped his hands in my face and told me that "I didn't understand it wasn't that easy". It was very rude and hurtful. Gabriella then clarified and said that if we switched to a sister resort that they could waive the cancellation fee. I told her I needed to call Cheap Caribbean and figure things out. Krista at Cheap Caribbean sent out emails to Dreams and Secrets to check on availability to no avail. She heard from several other resorts that had availability but we would have been penalized. I called Secrets myself and spoke to reservations regarding availability and they had to send a reply email because the manager was out of the office for the day. It is a significantly nicer resort so the added expense was $1000 on top of what we already paid but we were feeling desperate at that point. I went back downstairs and told them that we wanted to move asap and to please reply to Cheap Caribbean's email requesting the verification of the cancellation fee being waived and also that we would not be double charged for Tuesday night because we would be switching to a sister resort. I was told that we would only be charged for one night. (This process took ALL DAY. My first approach to concierge was aroung 10am and at this point it is 5:45pm and reservations with Secrets closes at 6pm). Cheap Caribbean QUICKLY needed an email stating that so I requested that from Sergio. He went back to reservations and 5 minutes later said that the email was sent. This email stated that we would only be charged for "nights used". It was a sneaky and dishonest email considering the resort policy clearly stated that if we were still there after 12pm we would be chaged for the next night and it was 6pm. So if we disputed the second night we would have been charged correctly according to hotel policy. I brought this up to Sergio and he went to the reservation department. After another 10-15 minutes HE NEVER CAME BACK OUT!!! He just left me standing there. I was on my cell phone this entire process of asking for the email. At this point Miguel passed by me and was going into the back office. I asked him if he could please check on the email. He comes out and RUDELY says the email is sent. I told him clearly that it wasn't what Cheap Caribbean needed and clarified what they needed. He said to me "I don't believe you, show me" and then snatched my phone out of my hand. He scrolled through my personal emails and then after I said "give me back my phone" he looked at me like he wanted to hit me and said "Don't yell at me". There was a young hotel staffer standing next to him and she saw that I was near tears and embarrassed. She said she would go check on the email. Keep in mind that I'm still on the phone with Cheap Caribbean at this point. After almost 30 minutes and 6 requests, dismissive and rude attitudes and blatant hostility we finally received the email stating we would only be charged for one night. We packed up our things and rushed as fast as we could over to Secrets. The check in process was lovely and relaxed. We couldn't even get up from our seats before we were rushed over to a couch and pressured into attending a presentation to purchase something, which was a little off putting but still tolerable compared to our experience at Sunscapes. We checked in on Monday July 10th and had a wonderful dinner and relaxed by the pool. When my husband and I went to our room we noticed that it was warm but our A/C was set to the lowest setting. We slept fitfully and woke the next morning and our lights didn't work anywhere in the room. About 10 minutes later they came on. We were a little exhausted but excited about the day. I had to take a nap that day to enjoy the A/C and then we enjoyed dinner. When we went to bed that night I was surprised that the room still didn't feel cool. Around 3am I had to go downstairs to the front desk because I was so hot I couldn't sleep. They offered to let us switch rooms but our room was right next to our best friends so we didn't want to move if we didn't have to and also my husband was sleeping soundly and I didn't want to wake him if it wasn't necessary. There was a maintenance person close by and he said "We can disconnect the sensors on the door and that will allow the A/C to run all night and we can actually come in and fix it tomorrow". I said okay and went to the room. Moments later it sounded like a construction crew was outside our door and woke up not just my husband but also both the neighbors on each side. It was a little agitating but I was ready for A/C. No, that did not fix the A/C so that night I finally fell asleep at 7am. The following day they did get the A/C fixed and there were no further issues with that. The food in the buffet was just ok and the panhandlers on the beach are such a nuisance that we only went to the beach to play volleyball. I tried to use a beah chair to read and ended up saying "no thank you" about every 3 minutes. The last night we were there we ordered room service and they said they were out of cheese so we couldn't get quesadillas so we ordered BLT's and burgers. When they brought the food it was quesadillas and chicken fajitas which we were told weren't on the menu at 2am but they didn't bring any BLT's or a burger. It was odd but we made due. The resort itself was stunning and the service was great but the food just left something to be desired. All in all I would love to get the 4 days back that I wasn't able to enjoy my vacation.


6 of 6 found this helpful
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Overall Rating: 1
Value
 
1.0
Service
 
1.0
Beaches & Pools
 
1.0
Dining Options
 
1.0
Room Comfort
 
1.0
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From: Weatherford, TX
Age: 35-44
Travel: 3-6 trips/year

October 2, 2016
You get what you pay for

Resort was under construction When we arrive in the lobby. There were paint touch-ups being done around the main bar and throughout the entire Hotel. Customer service was horrible, the staff clearly did not want to be there. Dining options are very limited as one of their main restaurant was closed throughout the entire duration with no explanation. The food that was offered was tasteless. One working elevator in the first two days of our trip. The elevator smells like dirty mold. The hallways also smelled really bad. The room itself was pretty clean add events haven't been cleaned out in a long time which also caused a very unwelcoming order. The mini fridge was not restocked every time housekeeping came. Will not good back even if it is a free trip.


5 of 5 found this helpful
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Overall Rating: 1
Value
 
1.0
Service
 
1.0
Beaches & Pools
 
1.0
Dining Options
 
1.0
Room Comfort
 
1.0
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From: Washington,Dc
Age: 25-34
Travel: 3-6 trips/year

April 19, 2016

The service from the staff was top notch, they were all outgoing and friendly and made a person feel welcome and pampered. I was not thrilled with being overwhelmed the second I reached the resort with a sales pitch. I get that the need to "sell" is required to stay in business, however I would recommend allowing a person to at least check into ones room before pushing sales pitches at them. I would say for the value the sunscape was what I expected, it is not a 5 star hotel however overall it was a nice vacation for the money spent.


4 of 4 found this helpful
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Overall Rating: 3
Value
 
4.0
Service
 
5.0
Beaches & Pools
 
3.0
Dining Options
 
2.0
Room Comfort
 
3.0
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From: Michigan
Age: 45-54
Travel: 1-2 trips/year