The Westin Resort & Spa, Puerto Vallarta

I really liked the accomadations, didn't care for the connecting door, but besides that everything was good. Loved the breakfast buffet, very good. The staff was super! The pool was nice but I loved the beach area. Loved sitting under the umbrellas, the view and the breeze, and the food service. Thank you.

Can't think of anything.

La actitud de servicio del personal en general fue muy buena

A veces no dejaban toallas de baño, el precio del alojamiento me pareció alto al no tener incluido por lo menos desayuno ni agua de cortesía en la habitación, las toallas en habitación y playa son viejas y rasposas

Loved the pools. The "raining" iguanas added a special touch with nature. I have never swum with iguanas before and one nearly landed on my chairl

The signage and information was sparse. We did not know that the spa/gym was under renovation. It took 3 days to learn that they had moved the gym out to the kids' place. There was no water in the temporary gym to drink. We did not know how to get to the pool area vs the lobby at first. Signage at the elevators would be helpful.

Pool and proximity to port.

The hotel was in the process of being revamped. This limited choice of activities and experiences. You cannot advertise a ‘spa hotel’ when the spa is closed. Its proximity to a beach rather dictates a need for a beach bar( why close it. In the revamp why downgrade your restaurants to a burger and taco bar and remove a ‘romantic beach side dinner restaurant’ with no alternative. Also if a guest reports a fault in their room 4 times and you don’t respond you must account be likely to return.

We recently stayed at the Westin in an Ambassador Suite costing over $1,000 per night. I am a Marriott Gold Elite member, and while there were several bright spots during our stay—largely due to a few exceptional employees—the overall experience was mixed and fell short of expectations at this price point. The standout of our entire stay was Jorge at the burger restaurant. After arriving shortly after 3:00 PM, we were told our suite was not yet ready and ultimately were not able to check in until after 5:00 PM. The hotel kindly comped us a meal to help offset the delay, which is where we met Jorge. His level of customer service was exceptional—warm, attentive, and genuinely thoughtful. He offered great recommendations for local spots and went above and beyond in small but meaningful ways. On one occasion, we had a leftover cheeseburger from the pool and he even offered to take it to the employee lounge to heat it up for us, since there are no microwaves in the rooms. Jorge was, without question, the most customer-service-focused member of the staff we encountered. Gabby, who ran the kids club, was also fantastic. She provided daily arts and crafts activities and was wonderful with our girls. Families considering this property should absolutely take advantage of the kids club—it was a highlight for our children and a real value-add to the stay. Claudio was the third standout employee and handled a frustrating situation with professionalism and care. Upon our late check-in, we were given tickets to an elite member party. As Gold Elite members, we attended with our tickets, only to be turned away by multiple staff members despite explaining the situation and showing our invitations. It was uncomfortable and made us feel unwelcome. Claudio eventually stepped in, resolved the issue, and handled it exactly as good hospitality should. He went a step further by comping us a cabana the following day, which we truly appreciated and enjoyed. Unfortunately, several other aspects of the stay detracted from the overall experience: We attempted to participate in the daily 4:00 PM mezcal tasting but were told it was fully booked for our entire stay. Since this experience is included in the resort fee, it felt like we paid for something we had no ability to use. Our suite had two full bathrooms, yet neither had conditioner for the duration of our stay—even after calling to request it. The hot tub on our balcony only worked intermittently. The property was under renovation, and several restaurants and the spa were unavailable, which limited amenities during our stay. The pullout couch was barely larger than a single bed, so we had to request a rollaway for our two girls. We were charged an additional 500 pesos per night for this. While I understand the policy, from a customer service standpoint—especially given the room rate—it felt unnecessary. The beach area directly in front of the hotel was noticeably smaller and more cramped compared to neighboring properties. In summary: the hotel itself has potential, but the experience was inconsistent. What truly stood out were individual employees—Jorge, Gabby, and Claudio—who embodied what hospitality should feel like. Without them, this would have been a disappointing stay for the price. With better execution, clearer communication, and more consistent service, this property could match the expectations that come with its brand and rates.

This was our first time to the Westin in Puerto Vallarta and it was exceptional! Hugo L. and his entire staff were absolutely amazing! They all were very kind, helpful, hospitable and went above and beyond our expectations. The food was a culinary delight (at the hands of Hector) that we have never experienced before. Sergio's expertise with the food and beverages was a delight as well. Adriana and Angel at the cabana gave us unbelievable service, too We enjoyed spending as much time as possible at the beach. The cleanliness was outstanding and we will most definitely be back again. Thank you for making our family trip so very memorable!

Great service from the poolside and restaurant staff. Rooms were spotless and in good repair. Not even any visible wear and tear. When I visited the renovations were limited to a small area on the ground floor. Even during the peak of the peak season neither the facilities nor the staff appeared overwhelmed. Main gripe is that this is the worst hotel wi-fi I've ever experienced. The only other place I've seen the internet this bad was at a small, unbranded hotel on a remote island off the coast of Cambodia. The only other annoyance was upon check out. My rate, booked directly through Marriott, included a daily USD30 resort credit. This was not automatically applied upon check-out and turned into a bit of a process to have rectified.