Wyndham Alltra Riviera Nayarit

First let me say that we are seasoned travellers, and this is our 14th trip to Puerto Vallarta. I also, do not normally write a negative report. We consider carefully, where we spend our Canadian vacation dollars, especially in light of the fragile economy and our Canadian/US exchange rate. For a little variety, we decided to try something different from our usual stays at either the Riu, Marriot, or Velas resorts. On October 5, 2024, I reserved 2 Club Junior Suites - 1 King bed, Ocean View with hot tub on deck. There were a few bad reviews, but I always lean towards “there are people who will complain about anything” point-of-view! I thought it unusual that the resort would request payment in full, 14 days prior to our visit with a NO REFUND policy, but we had no intention of changing our reservation. Our vacation time was booked, flights booked, and it was snowing in Vancouver! Unfortunately, there was nothing to address a refund when the resort did not hold up to its part of the agreement. Upon arrival yesterday, I was ushered to the “concierge” on the 7th floor who coughed incessantly without covering her face during the sign in process. She stated several times that they were “at capacity” and there was no room for any changes. As we walked through the process, I was surprised to discover that while this was described as an “all-inclusive” resort, there was an upcharge for many of the dinners at the restaurants (even for ice cream!!); we could use “that pool concierge but not that one”; those buildings aren’t ours, so don’t go there; and on it went. We were checked into rooms 1817 & 1815. First impression extremely disappointing and then as we started to move about the rooms, many things became apparent. There was garbage from the previous occupant, left on the nightstand; the pillowcases were dirty; there were NO towels in the room; the security lock was nonexistent; there was a ceiling tile hanging open; the crack around the door was at least ¼” allowing anyone in the exterior hallway a view into our room; the floor was dirty showing shoe prints and most disgusting, was the black mold growing around the shower and toilet…. I could go on. We decided to go to the buffet and make a decision as to what to do next. The food at the buffet was the final “nail in the coffin”. After “dinner” of watermelon & a bun, we knew we had to leave. Both my husband and daughter are Type 1 diabetic and good food is part of their overall health maintenance. We decided that we needed to find other accommodation. We approached the main floor concierge and were given an opportunity to express our concerns to the “manager”. She said that she couldn’t offer us different accomodation "of the same calibre" (!!??) until the next day – no way was I sleeping in a dirty bed with mold growing. She suggested we could stay in the lobby. Our only other option in order to get a refund was for her to get housekeeping to come and “help me” fix the issues. It was now 9pm. My husband & daughter hadn’t eaten and had been travelling since 4 am. It had taken over an hour to get towels (which were like my car wash rags when they finally arrived) and I could only anticipate that it would be midnight before housekeeping arrived and that getting a security lock on the door, having the ceiling tile replaced, etc., was not going to happen in the next hour or so. The manager’s response was that she had offered and since we were not willing to accept her offer, no refund would be made. We are not talking about a 2 night stay, but 16 nights booked at the resort!! She said – that’s policy. I asked to speak to her manager as there is always someone who can override policy (we own our own company) and she said, no – there was no one else available - she was the top of the ladder. I have already advised the manager, the Wyndham Exec VP for NA & the CEO that I will be posting my review on Trip Advisor, Expedia, the Wyndham site and all other social media travel sites with a strong warning of “Buyer Beware”. My recommendation would be that our $5734.30 US be refunded to my Master Card within 48 hours. Of note, when I go to my “Wyndham Account”, all record of my reservations has been eliminated. Thankfully, I have the confirmation emails. **I should add that I received a short response from the Exec VP yesterday, regretting that "our experience did not meet our expectations & they appreciate our feedback. Please be assured that we are taking immediate action to address these concerns & improve the quality of our facilities". NO MENTION IS MADE OF A REFUND. Thankfully, we were able to make arrangements for our family to enjoy the remainder of our vacation at a neighbouring resort. My husband's comment.... we just went from hell to heaven!!!

People save your money and go somewhere else. I honestly tried to find a positive and I came up empty. All the staff must have read about the sale of this property to Hyatt and threw in the towel. I have stayed in four other PV all inclusives and never had a negative experience like I had here.

My husband and I love Puerto Vallarta and we’re just here 6 months ago, when it came time to book we decided to stay somewhere new. We ended with the Wyndham Alltra. We had dinner our first night here at Taverna. Our server was AHMAZING. The staff, VERY helpful, overly doting on us. Manuel came to the table and already knew it was our anniversary. He served us overly well wanting to ensure we had an amazing dinner to celebrate. Dessert came and he not only have a beautiful special Dessert made for us? But he also found us vanilla ice cream when asked. Rodrigo, Manuel, Paola, and Martin made us feel like a million BUCKS!!! What an increauvle special experience! Thank you to all of the staff of Taverna for going above and beyond to make our day SO special! You’re the best. We will definitely be back!

We had a great experience at Taverna restaurant. The were very attentive brought a little anniversary surprise at the end of our meal Thanks to Manuel, Rodrigo, Martin and Paola. My wife is posting a picture of the surprise in her review. It was delicious

Definitly a 4.5 star! Great resort. The staff are fantastic. Special mention to the 2 Esmeralda's doing the bookings for the restaurants. So helpful! Also Erick bringing us drinks on the beach. Great service. The manager at the front desk was also very kind and helpful. Thanks to all the staff for such a fun holiday. No problem booking resturants. Went to them 6 of our 7 nights and got to try them all. The only reason I did not give the hotel a 5 star is towels in our room. Always short of towels. Heard they are on order but supply chain issues. Called for towels a few times and always had them to us in 10 minutes.