A true Mexican tradition in decor, ambiance and culinary experience is waiting for you at The Hacienda, the newest section at the all-inclusive Hilton Puerto Vallarta.
Values realeated to administratives fees are already included at the moment of purchase at the HURB website.Local fees, services fees and resort fees may not be included and should be paid directly to the hotel.
Based on 171 reviews
Not a very good experience. We booked an ocean front Junior suite. To start, at check in, we asked to upgrade our room as a diamond member to the hacienda adult side and told we could, if we didn't like the room we were given. We immediately called the desk and said we would like to move to the adult side, because we were given a room near the family pool, which was very loud and there was major construction happening right outside our door. The front desk said the room would be ready in an hour so we chose to wait, only to call them back and find out, after waiting all that time, that the room wouldn't be ready until the next day, but their website let you go online and book the room we wanted, which made no sense. The room we were given was old, run down and shabby. Later that night we went to shower and had no hot water. They called back and said we could move to the adult side now but we would have to pay more for it even though it wasn't actually an upgrade but a downgrade from the ocean front room we had booked. We chose to pay the difference just to have a quieter room. We were relieved to find a beautifully decorated room which was fairly new and quiet. The following day our room was cleaned but they did not replace our towels or washcloths. We requested them several times, but they never sent any so we went to the front desk to request them and were told they would send them up. They were never sent. We would have reused our original ones but the cleaners took them without replacing them. We were finally able to get towels but never any washcloths, which made washing sunscreen and make up off difficult. The room was not cleaned or restocked again with any amenities. A lot of the staff didn't understand much English so it was difficult to get anything. There is a coffee maker in the room but no cups. The food was very disappointing and the majority of the staff did not understand what food allergies were so eating was challenging. The lady who works in the coffee shop said we could request gluten/dairy free items and they would be delivered the next day so we put in our request only to return the following day and find out they didn't have anything. Very disappointing. We came with several other couples who also had difficulties getting amenities. One of the woman had to use the floor towel because the cleaners took her towels without replacing them and they never brought the requested ones up. All the towels are very old and stained. The only beach area is directly in front of the family/children's pool so it is very loud. There are also vendors walking by every one to five minutes and literally standing in front of your chair waving items to sell. You have to say "no thank you" three or four times before they finally move on. It became exhausting so we finally had to leave the beach. The hotel is only at 50% capacity which is nice, but we paid quite a lot to stay here and very disappointed in the extreme lack of service, quality and treatment. Sad to say Hilton has failed in a big way here!
Not Too Bad
A nice little getaway for three nights. I found an excellent deal on Expedia for a swim out room. Booked the room then booked our flights and we were set. It's about 8 mins from the airport. The taxi was $12 arriving and $5 going back to the airport. The price is cheaper if you pay in local currency. We checked in at the Hilton. We arrived at noon but our room wasn't ready until right at 4pm. You have somewhere to change clothes to get more comfortable. The humidity takes some getting used to. Even though there is shade..the beach was hit and the sun beamed right through the umbrellas. They have one buffet restaurant open three times a day, speciality restaurants open certain days, a few snacks bars and room service for an $8 service fee. I'm not a picky eater but I didn't care too much for the buffet food so by the end of the first day we went to make reservations at the specialty restaurants. However by the time we had requested dinner reservations at the specialty restaurants they were full for the rest of our trip. The food at the adults only side was good. We got fish tacos, wings, ceviche, burger fries..etc The room service was excellent! Especially the chicken breast and flank steak. It was definitely worth the $8! We ordered almost everything and shared it...lol We don't really drink so I can't really comment on the strength of the alcohol. Everyone was willing to help. The staff was literally running to get your stuff. I try to tip whenever I can. They looked so hot. Our room was nice. The swim out room is actually your own personal pool. We went on weekdays. The adult side seemed very empty. Not too many people walked by. Rooms on both sides of us were empty. House keeping cleaned daily at about 10am. The request for more towels and a robe was delivered within twenty mins or less. The only complaint I had was the mosquitos. I was bit at least ten times. One night I wore pants and they bit me right through the clothing. We killed alot of mosquitoes. So bring spray. I forgot to bring mine and finally started covering my body in hand sanitizer and they finally left me alone. But they got me good. Overall that's my review. I would stay again but would definitely need to bring bug spray!
Crowded, poor poolside service, must walk over to the Hilton for everything
Where to start. For the record we Stayed at the Hyatt Ziva for the first 3 nights and the Hilton for the final 4 nights purely because it was walking distance to the marina for our scuba diving. I’ll just say that the Hyatt was superior In every single way and well worth the $30 a night more. Rather than giving on ongoing saga of what was good and bad I’ll make a quick pros and cons list: Cons: -Hacienda has no front desk so you must walk over to the Hilton ( This will be a common theme). The line to check in was about 40 people long and took about 20 minutes. -Hacienda has only 1 bar open till 6pm. If you want any drinks after you must walk over to the Hilton. That bar on average was ~8 minute wait to get a drink -All meals with the exception of “snacks” you must walk over to the Hilton. -Room service is an additional $8 fee Each time -all but one day at the pool they ran out of towels so you won’t have a towel for several hours. One day we never got a towel -pool is very crowded with no chairs available unless you go down early and claim them - poolside service is downright terrible. Expect to wait 15-20min before you get your drinks. You have to order many at one time to hedge the service - charged for WiFi if your in your room - can not take any food to go ( epically annoying for us as scuba adventures usually start at 7am) Pro: -food and service at the restaurants were good -Walkable to the marina -It was adult only As I mentioned above my review may be a bit jaded as we stayed at the Hyatt Ziva first as everything there was first class. I was expecting something similar with another big name brand international resort. This was not the case with Hilton. The Hyatt was well worth that additional $30 a night. 24hr rooms service free, sports bar open till 1 am, private beach, pools are all beach side unobstructed views, nightly shows/entertainment, service was exceptional. I could go on and on but this is more for the review of the Hacienda Hilton
Would call it a three star resort
So you know a little about who is writing this review, I am a Hilton Diamond member (nearly Diamond for Life, so have hundreds of stays at hotels across the Hilton brand) and have stayed at only 1 All-Inclusive resort prior to this (in Cozumel). Check in -- Our taxi dropped us off at the Hacienda, where we were told to check in we had to carry our bags with us to the Hilton next door. Even though there was no Hilton HHonors line, initial check in was fairly efficient, as they had a lot of people working the desk. There was no recognition of being a diamond member at check-in. At 2:30pm, and were told our room wasn’t ready, so to come back at 4pm. We returned and it was still not ready—another 10 minutes. I asked about an upgrade as a diamond member (a Hilton Diamond perk), I was told nothing was available today (though they were still selling upgraded rooms online), but they could give us a “one level upgrade “tomorrow”.. We came back in about 15 minutes…and were told it would be another 10 minutes, but gave us keys to go to the room after 10 minutes. When we arrived at the room, the bed was unmade, there was no toilet paper, etc. It was another 35 minutes until housekeeping came to make up the bed. Room state - We had only 1 washcloth and no hand towel. We also had no Kleenex or cups for the coffee. We asked for them at reception, but none of the requested items ever showed up. After 2 days and 4 requests, we finally got coffee cups. The room itself and the bed was very comfortable. The curtains were black out curtains, which made it really easy to sleep in! The batteries in the safe died on day 4. We have seen this before, so expected maintenance to come with an override tool or code, to open the door. After an initial visit, they (3 people) showed up with drill and proceeded to drill into the safe, leaving metal shavings all over the floor. Then they put in a new safe. Food Temperature - Almost all of the food we had was tepid – not hot. The only hot food was the coffee and things that they made in front of you at the grill. Even at the sit down restaurants in the evening, the food was only warm. Taste - The sit down dinners had food that was tasty. Even the Buffet for breakfast was good. We did have papayas one morning that tasted spoiled, and we ended up with food poisoning from eating at the French Restaurant. Service - There were usually waitstaff around and ready to help at the restaurants, by the pool, by the beach, etc. We did experience a few times when we were waiting in line for our turn to order and, instead of taking our order when it came to our turn, the server attended to the Hispanic customer that was behind us in line. Drinks - They were generous with the drinks but consistency varied from bar to bar. (The same drink at one bar looked and tasted much different than another bar.) Asking for variations (like no salt on the rim) usually ended up in confusion and a wrong drink. Beach - It was a “red” condition the entire time that we were there. We walked to both ends of the beach that we could access, and enjoyed watching the surfers…But, the water was a milky-coffee color, and the waves were higher than a person, so, at least when we were there, it wouldn’t be a location for someone who wanted to play in the ocean. Cleaning - We were in Puerto Vallarta during the Coronavirus outbreak, so all the service personnel wore masks and they generally used tongs to put things like napkins and silverware on your table. They also used hand sanitizer every time we walked between the adjacent resorts, or entered a restaurant and checked our temperature on our wrist at check in and every time we went from the Hacienda to the Hilton via the front entrance. Overall - We would not rush back to this resort. I don’t think I would call it a 4 star resort. It seemed about on level to the 3 star we stayed at in Cozumel. We went because the price was good (we’ve paid more to stay at Hampton Hotels in the past), and we wanted to get away somewhere. They were just an OK resort.
Great Stay- Not So Great With The Info
We had a fabulous stay at the Hacienda. A week of poolside bliss, waited on hand and foot by the amazing staff. I only wish I could remember all the names of the great people who made us feel so welcome and at home. I can single out the amazing Erika. She ran that breakfast buffet and lunch restaurant like a Swiss watch. Never even a spoon out of place. Coral was also an excellent hostess. So friendly and sweet. I will stray from the beaten path of reviews now- my main complaint is the lack of information. Terrible website. Period. Photos online are confusing as Hilton and Hacienda photos appear together. Yes, Hacienda guests have the run of the house, next door, at the Hilton but not the other way around. Families might be confused by the photos of both properties intermingled. Maybe it was just our room (?) but there was no "manual" with a map to show us where the amenities were located. No hotel tv "channel" like, say, a Las Vegas resort has. Took a couple of days to figure out where everything was. But this is in no way meant to discourage you from staying at the Hacienda. We had wonderful stay and will be back, Covid-19 permitting, the same time next year. The fantastic staff at this hotel deserve to be supported. Of them I can't speak highly enough. Maybe most folks will be fine with this. Maybe its just me. But I found it odd that basic property info was hard to come by.