The Westin Resort and Spa Puerto Vallarta - European Plan

Customer Ratings & Reviews

TripAdvisor Traveler Rating

2519 reviews

• 

  Meh - Prob won't stay here again

  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.

  Jan 07, 2026
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  Exceptional!

  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!

  Jan 04, 2026
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  Great holiday spot

  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.

  Jan 02, 2026
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  Positive Review of Westin Resort & Staff in Puerto Vallarta

  This review is meant to compliment both the resort and its staff. It is my pleasure to provide staff names that should be recognized by The Westin Resort & Spa in Puerto Vallarta, Mexico - for they are the individuals who have direct contact with the guests and leave a lasting impression! Upon arrival (along with family and/or friends sometimes) I am warmly greeted by my name by the bellboys - Pedro, Carlos, Ricardo and others whose names escape me now! Moments later at the Main Desk at Check-In, I am again greeted by my name by Hugo, the Front Desk Manager. After the greeting, I am turned over to his desk staff: Karen, Carlos aka "Carlito", Fabian & Aleida. Hugo is lucky to have that awesome foursome - a team that works very well together! The fact that they double as concierge is just a bonus. One concierge worth mentioning is Annapaula, who responds to my requests in a very timely and polite manner! Housekeeping is Margarita, an employee who cares for my hotel room as if it was located in her own home. She does such a fantastic job that I feel comfortable walking barefooted on the floors ... and I do. The room is not only cleaned extremely well, but the bed is made so tightly, that I feel so snug and comfortable at bedtime. Upon exiting, she leaves the room smelling refreshed and inviting. She is due to be a manager! At poolside is Okemy at the towel station and he doubles as an activity director with his great personality. All the poolside servers work extremely hard, but I have had the pleasure to be served by Angel and Reina Isobel, who both ensure my cocktails are prepared to my liking. They work fast, with professionalism and with smiles ... just watching them move all day long in the hot sun makes me tired. They also have great personalities and aim to please the guests at all times. It is a difficult job and they manage it with ease. At the breakfast buffet, I have had the pleasure to be served numerous times by Israel .. what an endearing and funny personality on him. If you need a supervisor - he is your man! Other servers are Juan Pena, Carlos and Marco. Your coffee cup is never empty! Two more individuals at breakfast who need mentioning are Chef Matias, who is clearly visible to chat with guests and even takes food requests. Another phenomenal employee is Lily, who most often is at the omelet station. I am so impressed that she remembers the contents of my omelet every morning .. she is a true treasure. Walking around the grounds is Patricia, who ensures quality in her staff and chats with guests from time to time with her warm personality.

  Dec 31, 2025
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  Not Recommended

  I am not sure why the reviews are good for this place. This place is not worth the price , it’s super run down old property. Gives 3 stars or below property wibe. They mentioned that the rooms were renovated 3 years ago. I must say that they did pretty terrible job at it and cut lot of corners. Was it ever inspected even after the renovation??? The one star is only for the friendly staff ( other than the check-in staff). The check-in staff didn’t really care much about the Marriott titanium status. Half of the restaurants are closed. The ones which are open feel like restaurants in an old mall rather than at a beach front resort. The concierge service was ok.. our questions were answered but didn’t seem like there was an attempt to go an extra mile. Overall, I do not recommend this resort at all.

  Dec 25, 2025