This hotel has my utmost respect. We were staying here when the cartel violence in Puerto Vallarta…read morestarted and we were told to shelter in place. This hotel took care of everyone. The workers that couldn't go home were housed. The guests, like me, that were checking out were allowed to book another night, even though they were in a sold out status. The hotel mgmt took care of all of us in such a beautifully kind manner which allowed us to find some safety while the town was burning due to the car fires. The property is right on beach, has a family pool and adult swim area with hot tubs in both areas. We booked a hotel room that had a small pool access from the patio. They have 2 swim up bars, a children's play area, spa and an excellent workout room. I was told they will be renovating the hotel this summer 2026, which is needed in some areas, such as the spa. It was a very enjoyable visit other than the cartel action and I would stay here again if I come back to Puerto Vallarta.

Great place for adults ; not many kids. Pools were well maintained, adult pool warm, larger pools…read morecool which was nice. Two swim up bars. Food: Several excellent restaurants but Buffett pricey, instead a 15 min walk to marina area for much more reasonable food. Great ice cream in lobby, opened til 11:00 pm too ! Gift shop needs expansion. It could be a money maker if it had more products to sell. Bummer. Water was pricey! 5$ for a bottle. Room: beautiful and get an ocean view. The sound of the ocean at night is awesome! Pillows were Devine.

This is hands-down the best all-inclusive resort that I have ever stayed at in my entire life and…read moretrust me. I've stayed that many. I was recently here for a president's club trip and it was beyond phenomenal. Special shout out to our concierge Dulce! I thought I lost my wedding ring and wedding band and she was on top of it! The food is phenomenal. The pool is so big and a perfect temperature. The sheets felt like butter and the pillows were so comfortable. In your room, not only do you have a mini bar but there's an entire drawer full of snacks and they leave you goodies that turned down each night. The housekeeping staff always did an amazing job and paid attention to detail. The food at this resort is absolutely incredible! We ate at Piaf, Luca, the pool bar and ordered room service- I never once had a bad meal. 10 out of 10 across the board.

**BEWARE OF REFUND SCAM**…read more We cancelled our reservation about 6 weeks prior to going and are still awaiting our deposit refund almost two months later. I get multiple confusing and conflicting email responses from their representatives claiming that international transactions can take up to 30 business days. Their story is ever-changing. We are well beyond thirty days and this is nonsense in 2026. I have since discovered on internet searches that this is a common problem with Gran Velas. This is extremely suspicious and likely a scam company - beware!

We were really disappointed with our experience for a number of reasons. This trip was our "family…read moremoon" after my wife and I got married, we wanted to take our kids for a family friend all inclusive. The frustrations started with check in that took SO long. they required us to show proof of payment. our name and ID was not enough despite seeing our reservation there so i was forced to go through my old credit card statements from months prior to show them. Then the most egregious thing I have EVER HAD HAPPEN TO ME, is they required me to show proof that my children were MY children. They dont have the same last name as me so I had to pull up their birth certificates and I was required to email them to the front desk. My kids are 14 and 12 and never in my life have I ever had to do this. Its incredible offensive and as a queer/trans person with a blended family and with a woman of color wife, it just reminded us how invisbilized we are and treated differently. Then we finally got our rooms and asked for a cot for one of my kids since we paid for 2 rooms for the 4 of us. We never got the cot that night and had to ask 2-3 more times and finally got the next night. We had to do the same thing for a dental kit for my daughter who forgot her toothbrush. took a day. The room service always took at least 40 minutes, for dinner the wait was always 45m in - 1 hour. It was nearly impossible to find a place to sit by the pool unless you got there at 8am like all the others who post up with their towels and belongings and hog the same space ALL day. There were a handful of kind/helpful workers - Juan at the pool, the entertainment people really trying to show people a good time, and you can see the workers/servers are doing their best but they seemed understaffed and thats a hard rock issue. The food was ok. but my wife did not feel well on the last night and we think it was the dinner. The only time we had attentive front desk people was the folks trying to sell you on the thing they say is NOT a time share at a hotel next door (sounds like a timeshare). As soon as we were not interested in that, they were not really interested in helping us. Even when i was asking about other tours, they just kept saying they could give to me free if I agreed to this 90 min presentation and was very hard to get them to help me book something if i didnt agree so i gave up on taking my kids on a tour outside the resort. They explained a bit about the "resort credits" of $1200 - its somewhat helpful if you look at it as a reduction in cost but the spa/salon services are overly expensive so youre basically then paying 35% of the regular cost and then tip. If you look at it as a discount --its not bad but its definitely NOT free credits. Then we requested a late checkout from the ipad in the room. several times. no response. we went down and said we would be happy to pay $120 fee to keep one room until 6pm and they said they couldnt. but they could let us stay until 4pm on the property. the next day when checking out they claimed they didnt have that so i had to push back to get them to allow us this. we had already booked a massage for 4pm so we needed to stay there and have a place for our kids to hang out before we left for the airport. the last thing was they claimed transportation to/from the hotel/airport was included (a $200 value). But i never got instructions on how to book this. so i paid out of pocket $90 to get a van to get me and my family to hard rock upon arrival. i tried to book for the return as it was allgedly included and they said it was too late becuase i didnt give them the flight info 7 days in advance. so i then had to pay out of pocked AGAIN to get a cab to the airport (uber is WAY cheaper only cost like $15 with tip). Overall, I just dont think its worth the amount of money you pay to be constantly trying to be upcharged at an all inclusive and I wasted so much time of my very short vacation trying to get staff to take care of needs like cots, toothbrush. and then the inflexibility on transportation, check out time, and requiring me to show BIRTH CERTIFICATES of my own children. Offensive and rude and uncalled for. Puerto Vallarta is amazing. I would just find a different place to go.

Room: 1) There is a leak and all the bath towels are wet…read moredaily, we have to catch the room cleaning person to get new towels daily. The technicians couldn't fix the leak (after 1 hr....I knew he wouldn't bc he looked like he just screwed and unscrewed things all day) so they moved us to another room after 2hrs on a the ground floor and the girl at the reception was so unaware. I'm sure the guy who ran the beach shack for boogie boards would've done a better job of managing guests than the people at the front reception. 2) There is a huge tub in the middle of the room which was completely useless. 3) Bathroom has an unhygienic setting - no vent, glass window / shutter from bathroom to room so people in room can smell your business. Food: we are vegetarian so it was more misses than hits. -Frieda: food was completely flavorless. -Ciao: 1) Caprese: served with HUGE tomatoes and a giant piece of burrata cheese and flavorful balsamic. 2) Bruschetta di Ricotta: same thing as Caprese. 3) Tagliatelle con pesto: no flavor at all, zero salt. 4) Parmigiano Melanzano: too much tomato paste and sugar. The entire dish tastes like sweet sauce. -Zen: Omg this place was a nightmare, the evening we came a kid was crying nonstop so loud the server said I'm sorry I can't do anything. Everything tasted like shit. Soup: white paste with slices of raw red onions and 2 pieces of tofu...wtf is that! Banana Roll Sushi: tasteless with rice that was overcooked and old. Sadly we saw this same item and many others from Zen at the breakfast buffet the next day. That really made it sad to be here. -Marketplace: the food was so limited it was sad. We as vegetarians really survived on Banana Crepes, fruits and omelette station. The Crepe lady made the kids day every day! She was the only gem this place had for food. 1) flu shots and breakfast smoothies are awesome. Drinks are never ending which is nice. Pool near Waterslide was soooo cold; it was uncomfortable to be in the water. The ocean was better. Ocean Rentals: boogie board, Kayaks were amazing. Kids had a blast and the guy who was at the shack was hilarious and so amazing! He got the kids all excited to do stuff and they loved it. This guy also looked like he MC'd the pool dance out which was hilarious and entertaining. Photoshoot: the idiot called us at 9am and told us the sun is in a great spot to take pictures! Sebastian was dumb as hell, but the guy with him who was clearerLY smarter wouldn't take the pictures. Sebastian was completely off putting and looked like he didn't know jack. He wasn't even at the desk (no one was) when we called us the next day at 9am to come look at the pictures! That tells you how professional they are overall. Cafetto: great chocolate ice cream and lattes. I would avoid this resort - the all inclusive package is a boring headache.

Javier gave me the best tour I could've asked for, and the resort is a once in a lifetime…read moreexperience.

Excellence everywhere. New welcome and check-in in convention hall was great. Grounds look better…read morethan last year. Better maid service than last year. Suggestions for improvement. Double or triple the number of upright chairs especially at Punta pool. But some other pools we would like to visit don't have any at all but should. As people get older they don't like or want low chairs and low chaise lounges. We need to be able to sit in medium height chairs to get up and down. And chaise lounges hurt our backs after a short time. So please, more upright chairs. More umbrellas at the pools please. More people want to enjoy the pool and the views from the shade. So adding more umbrellas is needed.

We had an amazing time at the Westin. We were a little worried about the construction, but honestly…read moreit wasn't too bad- sound was only during the day, and pool areas were not impacted. I think the worst part was that the gym area was moved halfway outside and some of the machines I had seen in pictures weren't available. Pros: * Staff is incredible. From the front desk, to Antonio on the beach (great guy), the breakfast staff (shout out to the auntie making waffles and omelettes like a machine), everyone was very friendly, helpful, and made us feel comfortable and welcome. The one exception was the towel lady who was a bit brusque- but that stood out because everyone else was so great. * Breakfast was solid, with varieties of bread, fruit, omelettes/waffle station, bacon, eggs, sausage, potatoes, cereal bar, green and fresh orange juice every day. We ate there every morning and didn't get too bored. Cons: * Walls seemed pretty thin. I could hear other people using their key cards (just the clicking sound) late at night when I was in my room, and sound of other TVs and chatter in the hall. The people above us seemed to be dragging furniture around frequently which was also noisy. * The property as a whole is pretty dated and needs some renovation. We checked out the Marriott which had nicer pools (infinity pools) and seems much less run down. They also have a nice looking spa and a much larger fitness center (available for Westin guests while the construction is happening). The room seemed somewhat dated, and particularly the bathrooms could use a refresh. * The construction was a minor annoyance- a couple restaurants on site were closed.

Stated at the Westin on points for 6 days, the construction can't be missed. They do a great job…read moreworking around it and the service is great. At the pool, there is no relaxing, all you can hear is the loud construction and service was a bit hard to come by. All the restaurants are incredible. We got coffee, ice cream, ate at the Taco place, the pool, the breakfast buffet and the hamburger place. Every place had incredible offerings. I added all the menus in photos! I recommend eating off the ala carte menu for breakfast, it's half the price and the potions are great. The room was nice but not updated. We appreciated the extra seating and table. The added crib wasn't clean, once we wiped it down, it was a big difference. We are glad we stayed on points, not sure it is worth it to pay while during construction. I heard it's becoming all inclusive in 2026, it will be well worth it for that type of business once construction is done. 15 minutes walk to Marina where there is a Thursday Market.

I came here for my very first all-inclusive vacation hotel stay and it really was a lovely resort…read more Service was great, our room was upgraded for our original stay and we really loved the food quality at the buffet and at all the specialty restaurants. The evening entertainment was well-choreographed and very entertaining -- even the shows for children that we saw were lovely! I was quite happy with the service level and the activities (especially water aerobics and BINGO) were good too. I appreciated the fact that you didn't have to walk far to get from rooms to restaurants or from the pool to the beach. The resort had enough great features to keep us busy yet relaxed on vacation. When we unexpectedly had to extend our hotel stay due to a situation in the country making travel home temporarily impossible, the resort honoured the price that we paid through our travel agent initially. We had to go back to a regular room (and I definitely found the upgraded room better) but the resort still did their best to take care of us despite the fact that the situation meant that they were running into staffing issues. We still had great food and drinks, the pool and the beach to enjoy while awaiting our safe return home. I would wholeheartedly recommend staying here in the future. And I would certainly entertain the idea of going on another all-inclusive vacation like this one, or staying at another resort by this brand.

It was a really great stay. The only thing I wish food wise was that there was a little more…read morevariation in the buffet from day to day, but it was cool that the snack location was pretty much open all the time. The activity people were very fun and they had great events from kids events with paw patrol and sonic to mariachi. The bar tenders are wonderful, especially Francisco at the main bar by the lobby. Night time gets a little bit loud with parties beginning around 10 pm and lasting long into the night... and you need to be ready for beach peddlers to truly insist on selling you stuff, but we found quiet shade down in front of the snack place and it was calm in the corner for the most part. One other frustrating part is the concierge was completely unhelpful. You have to book the restaurants in advance, but not too in advance. One night she put us down that we had 2 coming to eat when there was 5 of us. The other night she said she would put us on the patio and the men didn't have to wear pants that way, but we got there and they had a table for us inside - then forced the men to go all the way back to the room to change. Meanwhile there were other guests inside eating in sweat pants and t-shirts. Other than the night time loudness and the concierge, everything was magical and I would totally come back

We have stayed here a few times and the hotel and the rooms are beautiful. The only drawback is the…read moredistance to get anywhere, especially if you are in Tower 5/6. Very spacious rooms, perfect for large families.

Beware! We had a week here from a charity auction bid we won. Upon arrival after a long travel…read moreday with our kids, ages 7 and 3, we were separated from our luggage and directed into a large room filled with member sale pitch conversations taking place. We had to wait for a salesperson who also took our passports the whole time. Once we had said no to her member pitch several times, she left for a while longer and a second person can to make us agree to doing another membership talk. He would not take no for an answer. Keep in mind we didn't have our passports or our luggage at this point--they did, until the very end when we finally demanded to go to our room that we paid good money for long before arriving! Terrible first impression. We will not be back. Coercion is not what I'm paying for on vacation!!!

Great experience 10/10 recommend. Service was very professional and tentative…read more We loved our server as well

We had dinner tonight at Copan sky bar and had a wonderful dinner. The food was great and the…read moreambiance was very nice. Yanet was our server and she was wonderful.

Here now. Not the best all inclusive we have been to. At pool it's 1035 and no service whatsoever…read more Food is ok. I will keep updating. Drinks taste like watered down but that's probably true at most all inclusive resorts. More to come 12:40. Service at pool finally started around 11. It's 1240 now and not much service anyway. If you're looking for a more active pool area don't come here. Rooms are nice being two rooms but master bathroom is wide open to bedroom and shower and toilet area are all glass. To get hot water it has to run for like 3 minutes. Come to find out these are time share type setups Never staying here again. Lunch took an hour to get served. Ugh There are a lot of small steps all over the resort and although we are younger, I think it would be very dangerous for older people.

It was good and amazing very good food. But there was lots of storms and the elevator stopped…read moreworking for a day in a half. Over all amazing.

Two girlfriends have a timeshare here and I was invited to come. This experience did not…read moredisappoint! The Mayan Palace is one of the older hotels as they continue to build more luxury accommodations but when you're in Mexico, you spend most of the time outside, pool side or on the beach that I hardly spent time in my room. The room was large with a king size bed, a large living room with two day beds and two trundles, a dining table and chairs and kitchen. It had everything we need! We spent our days by the Beachland pool, happy hour 2 for 1 drinks was between 11-1. There are several great restaurants on property (Sweet Paris, Gong, La Cantina, Tramonto) and since we were there in November we just walked right in with no reservations. I'm sure during peak times it is best to reserve table. The Joy Luck Club offered some great poolside games and water aerobics, the beach is so close to the main pool you can easily take a nice long walk on the beach or swim in the ocean. There's plenty of entertainment live music dancing and shows at the Santaurio. There are two golf courses, La Plaza with a grocery, more food and alcohol, floral, pastries, deli, froyo and more. You can walk via beach to town, maybe 20 minutes to enjoy more local restaurants and shops. The property is massive - I mean really massive and one of the reasons we like the Mayan Palace is that it is close to the plaza, main pool and beach. If you stay at one of the newer places, it can be a long walk. They have a shuttle service but often times you can wait a bit. I say enjoy the scenery and walk the path to your destinations. One day you spent an hour and a half walking the property. There are beautiful views, water views, a tram, mature landscapes and cool lizards and animals to see. What I can say is the staff is extremely helpful, show respect and focused on providing the very best service. The check in process is a little long but I take that with a grain of salt.

We were fortunate to stay in this hotel with family. The entire Vidanta property is stunning. The…read morelobby area of the Mayan Palace is beautiful. But the room is extra muggy and stuffy feeling. The room itself was nice. We had two rooms and a living area. There was enough towels and beddings for a group of 6 people. We had room service daily but they don't wash dishes. They will wash dishes for an extra fee. There is coffee for the coffee maker and a bottled water next to it but it cost money so no complimentary coffee. There is complimentary shampoo, lotions and bar soap. They'll also refill it if they see that you're using it. Overall, it was a decent hotel to rest after a day at the pool but I would expect more if this is the timeshare you paid for at this resort. Be aware that there is only one pool you can go. The pool is beautiful and is next to a really good eatery called Balche. But the pool does get crowded so go early to get chairs.