Occidental Nuevo Vallarta All Inclusive

During our stay, two staff members truly stood out—David and Marisol, who worked in the buffet area. Their service was absolutely phenomenal. Every time we came in, they greeted us with warm smiles, genuine hospitality, and a level of attentiveness that made us feel truly cared for. David was always quick to check in on us, making sure we had everything we needed, while Marisol went above and beyond to keep the area clean and welcoming. They both handled the busy atmosphere with grace and professionalism, never missing a beat. Even when the overall stay had its challenges, David and Marisol were a bright spot. Their positive energy and excellent service made a big difference in our experience. They’re a true credit to the team, and we’re genuinely thankful for the way they treated us.

I have been coming here for over twenty years and always have a nice relaxing time. I need to give a shout out to the staff upstairs in the Royal dining room. Manuel and his partner Enrico will give you 5 star service, attending to all your needs and wants. If you want to make an adjustment to the menu item they see to it that you are taken care of and satisfied. After dinner, Carmelo the bartender will make you the best drinks on the property. Occidental Nuevo Vallarta should be proud to have such excellent employees.

We just returned from a 7-day, 6-night stay at Occidental Nuevo Vallarta, and while the beach, views, and some of the staff were outstanding, our overall experience was extremely disappointing due to multiple room issues, poor front desk service, and a serious lack of responsiveness from management. Room Problems – and More Room Problems: Our first room had a leaking ceiling in the bathroom, with water coming down through the light fixture—clearly a safety issue. Shockingly, no staff on duty at night had the authority to move us, so we had to wait until 10:00 AM the next day to speak with the manager, and then wait until 2:00 PM for a clean room. The second room was along the atrium, which we weren’t warned about. At 10:00 PM, loud nightly entertainment began and the sound echoed through the entire atrium—making it nearly impossible to sleep. When we asked to move again, the manager told us, “This is an entertainment hotel and you were told that in the email.” We never received such an email. The third room was again in the older section. In the middle of the night, we woke up to another ceiling leak and an inch of water on the bathroom floor. There was visible black mold in the ceiling tear. When we reported this to the front desk, they again said we’d have to wait until the day manager arrived. We had a non-refundable $240 tour scheduled that morning but had to cancel it just to be able to talk to the manager in person—because the front desk staff member said that room changes could only be done in person, not by phone even though we told her about the tour. We were finally moved to a fourth room at 3:30 PM—this time in the newer section, with a balcony. It was clean, quiet, and should have been our room after the report of the leaky ceiling in the first room. Hotel Conditions: Once we started noticing leaks, it became obvious this is a larger problem. Many hallways in the older building had spots with missing ceiling drywall, water stains, and even blue towels on the floor to soak up water from leaks. Maintenance is clearly an ongoing issue. Staff – Mixed Experience: * The maintenance staff worked hard and responded quickly—they were kind and clearly overwhelmed. * The servers and bartenders were exceptional, especially at the Royal pool, where they knew us by name and offered truly personalized service. * The restaurant staff across the board were friendly, efficient, and accommodating. * Unfortunately, many of the front desk staff were not empathetic or helpful and showed little urgency about serious guest concerns like water leaks and mold. Royal Level – Highly Recommended: The private Royal pool and cabanas were wonderful, the Royal pool service was exceptional, and the dining perks made a big difference. If you do stay here, I strongly recommend upgrading to Royal Level—it’s worth the extra cost for the amenities and superior service. Final Thoughts: This resort has gorgeous views, great food, and wonderful staff in many departments, but it’s plagued by serious maintenance issues and poor guest service at the management level. The rain during our stay wasn’t unusual, and yet the hotel couldn’t manage the leaks or move guests efficiently. Guest safety and comfort should be a priority, and at times, it simply wasn’t. With proper repairs and improved training at the front desk, this hotel could be outstanding. But as it stands, we had to change rooms three times, cancel a prepaid tour, and wade through bathroom water at night—that’s not the relaxing vacation we planned.