CasaMagna Marriott Puerto Vallarta Resort & Spa

Our stay at this hotel was extremely disappointing and fell far below our expectations. The day before our arrival, a guest was tragically killed by a crocodile on the beach. While we understand that unforeseen incidents can occur, we were never informed of this event prior to or upon check-in, which was concerning given the potential safety implications. Additionally, the hotel was preparing to close for renovations, but this was never disclosed before our stay. As a result, the property was severely understaffed. The Kids Club was unavailable because the staff member responsible for it had resigned, leaving our children without one of the amenities we specifically expected and paid for. The overall condition of the resort was poor. The property appeared dirty, service was noticeably lacking, and staffing shortages affected nearly every aspect of the experience. During the World Cup, several of the resort's restaurants were unavailable to hotel guests because reservations had been given to local patrons, despite our paying resort fees and daily charges with the expectation of full access to the amenities. To make matters worse, the resort experienced a power outage that lasted more than 12 hours during our stay. With temperatures exceeding 90°F, there was no air conditioning for an extended period, making the accommodations extremely uncomfortable. Overall, this property did not meet the standards of a four-star hotel. The lack of communication, poor maintenance, staffing issues, limited amenities, and service failures made for a very disappointing vacation. I would not recommend staying here based on our experience.

Our stay was mostly enjoyable until the final night, when our experience took a dramatic turn. Around 3:00 a.m., the power went out and remained out for several hours. Without electricity, we had no air conditioning in extremely hot and humid conditions and were unable to charge our phones before leaving for the airport later that afternoon. Just as the electricity finally began to come back on, the water service stopped for about 30 minutes (brown water), leaving us unable to shower or prepare for our travel day. While the water was eventually restored, it only added to the frustration of an already stressful morning. What was most disappointing was the complete lack of communication, as the front desk phone went unanswered multiple times. There were no updates, announcements, or notices explaining what was happening or when service might be restored. We had to contact the front desk ourselves for information. When my husband went downstairs to the front desk at about 7:00 a.m., we were told there was little they could do until the manager arrived at 9:00 a.m. We were offered another room, but with our airport departure only four hours away, moving rooms wasn't a practical solution. To make an already stressful stay even more unsettling, we learned that a man had been killed by a crocodile nearby. Surprisingly, the hotel never communicated this incident to guests. We only became aware of it after a family member in the US contacted us because the tragedy had made national news. While we understand the incident was beyond the hotel's control, timely communication would have helped guests better understand the situation and any potential safety considerations. We also understand that unexpected emergencies and utility outages can happen and are not always within a hotel's control. However, how a hotel communicates with and cares for its guests during those situations is within its control. Better communication, more attentive service, and a sincere effort to assist guests would have made a significant difference.

I've already written a number of previous reviews of this property, so please see those for a more comprehensive overview if helpful. What's new/different, issues, staff: We come to Puerto Vallarta almost annually and have for the past 20+ years, and the vast majority of those stays were at the Marriott. The hotel has consistently rated pretty well over the years. And our last visit was two years ago. Upon arrival, things did not appear any different from before...including many familiar faces, all of whom left us with positive impressions in the past, as they did with this stay. Our Room (3030) appears to have had a refresh since the last visit. Everything in it was in good working order, except the telephone, which we really didn't care about. New paint. Firm mattress. Spotless as usual. We only had one problem during this stay. A convention was staying at the property, and decided to have a pool party on our first night. It was loud, to say the least! We were also told that it would end by 11. It lasted until beyond 2 AM! We called down to request that it be quieted around 9 PM. The next morning, we awoke to a letter in our door, apologizing for the nuisance and a credit. The Manager also provided her email address, to which I replied upon our return home. She was responsive, willing to listen, and take in feedback, professional, and I felt heard/understood. She has reassured me that viable, measurable action is being taken in the way of policy review, though I haven't received specifics yet. If they actually implement a change to address this, then I would not let this matter concern you, nor weigh this review more negatively than it should. Restaurants and public areas remain unchanged. Nothing worn or "wrong" with any of them! Just appearing unchanged. The standout new feature was the pool area. Previously, it was one large body of water. It's difficult to describe, but that same pool area exists, with a peninsula jutting out diagonally for more chair space. But where a large, open, concrete events area previously existed, it has been torn out and replaced with an adult-only pool area. This was a great addition to this property. Not only for the visual aesthetic. But also for the opportunity to move away from screaming kids (which we only had to do once during our 8 days there). While we were thrilled with the low census (people are just not returning to PV in the numbers that they used to prior to February), which created a relaxing, quiet respite that we are always looking for! It's equally concerning for the employees whose livelihoods depend on tourism! If you're concerned about safety, there's no need to be currently. Puerto Vallarta as a whole is becoming more expensive, and that includes hotels. Hopefully, this will be curbed soon, as it's always been a better value than places like Hawaii. Overall, we were happy with our stay. Will we return? Maybe. We'll want to watch future reviews and see if noise complaints end. But as with any destination that you visit so frequently that you know it like the back of your hand and doesn't feel "foreign" anymore, we might also just be ready for a change. As I started with, the value and what makes it stand out remains the team of employees who work there! Everyone is friendly! Kind! Willing to stop and help! We always love visiting with Andrea at the breakfast omelet station! (We were disappointed that Reyna was on vacation, but continue to wish her well...wonderful gem of a personality if you get to meet her for breakfast!), the three bellmen....just everyone!