All and all very poor experience at this hotel. Yes, it's new, the cleaning staff clean really well most of the time, the toilet paper is soft and extra good quality. The bed is really comfy. The shower always had hot water. No bathtubs, at least not in my room. Nice pool and brand new exercise equipment with 2 treadmills, 1 elliptical and 2 exercise bikes and free weights and the breakfast was good with lots of variety to choose from. It's located right beside a wallmart and Gallerias shopping centre and also near major bus stops that can take you either downtown or out of town in Nuevo Vallarta. However, the negatives far outweigh the positive and all of these good things are overshadowed by something negative.
Prior to coming, I contacted booking. com to make sure I would get same rates. I was quoted 570 US$ for 8 nights . Booking.com contacted City express front desk who said it would be no problem to pay in US $ and the rate would be similar. Once I got there their exchange rate was so bad that I ended up paying $700 US! Staff was so rude and not helpful. None of them speak English except for one lady Gabriella who spoke limited and she was not nice. None of them seemed trained in customer service. They treat foreigners poorly but Mexicans are treated like royalty. Every time I called the front desk they never answered. I asked for a room with microwave and fridge. I was told they didn't offer this at the hotel but other guests confirmed to me they had those things in their room. I asked for a shuttle, they told me they didn't have one although they had a poster in Spanish stating the shuttle can take you 10km distance. I saw the shuttle take Mexicans places every day! No AC in the exercise room. I called many times to get them to turn it on but they never did. What's the point in having fancy equipment when you cannot breath! They allow 5 - 10-year-old kids to play on the equipment and eat their breakfast in the exercise room. I complained and 4 staff member came in including security guard but no one said anything! Breakfast room had a loud TV blasting of loud music every morning. Who wants to hear that at 7 am? The dining room was always full, nowhere to sit. I sat at the table close to the business area and the security guard quicked me out. One hour later I saw a Mexican family eating there and security didn't say a thing to them. The next day I saw that as well. I confronted Gabriela who told me they allowed it because the room was full. However, the room was also full the day I sat there yet I got kicked out and had to go eat my breakfast in my bedroom. Is that a way to treat your guests? Walls were paper thin, you can hear EVERYTHING from the movement in the hallway to the voices in neighbouring rooms. The man next to me was on the phone until 2 am every night and when I called front desk to complain, the guy who answered spoke Spanish and hung up on me. I called back and he did not answer. Many Mexicans stay there, mostly noisy families. I had a family on my floor who lived in the hallway so I never had peace and quiet. They are building a bar and a Mexican restaurant at the front of the hotel so there was always construction noise. Construction workers worked late past midnight with music on loud. Once those places are built I can imagine it being, even more, noisy. Hotel located very far from old town and the beaches which are main attractions. If you are ok with paying 40US$ daily to cab back and forth or if you are ok taking overcrowded Mexican buses the offer a rough ride then its all good! All and all I urge you PLEASE DON'T WAIST YOUR MONEY HERE. YOU CAN GET A MUCH BETTER DEAL AND MUCH BETTER EXPERIENCE ELSEWHERE. read more