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| The Regent Hotel in Puerto Vallarta is a truly wonderful place. It is a hidden gem. The staff really, can not do enough for you.The service is better than the Ritz or any other high end hotel. Food was excellent. The grounds are beautiful and very well kept. My only wish is that it was on the beach. The hotel does have a beach club which is quite nice, but it isn't quite the same. Having said that, I would go back to The Regent again and again, and most likely will. For those discerning people who appreciate quality and want to stay away from the masses, this is a wonderful retreat. I have been to many other hotels in Mexico, and I always look for the smaller boutique hotels. This one is at the top of the list.
S. Vaghagen, Denver, United States
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| Firstly, many thanks for all your help with our holiday to Mexico I am writing to give you some feed back in particular to the Regent Resort in Puerto Vallarta The hotel it self to look at was great and was well kept. However, I found the service there to be so bad that it has driven me to write to you to advise this. The first issue was that when we arrived. The villa was not even ready at 17.00 and we had to wait before we could get in. As we where shown the villa a load of dirty pots with food was sitting in the door step to great us. I request was put in to remove this, yet it took 3 further calls. We had breakfast the next day from the hotel and the service was absolutely shocking. We waited 10 mins and then went in to fetch the waiter to serve us. The order was taken and then the food started to come in bits. A plate of hash browns came first (cold) and then 10 mins later some of us got their food while 2 of us did not (the order was wrong and was advised) no drinks were delivered even having asked 3 times. Eventually we left the table and went elsewhere to get food. We listed 12 complaints and gave them to the duty manager. His comments was that "the service is better at McDonalds". He took our complaint and told us not to worry about it and he would sort it out. We advised him that we would not be eating at the restaurant due to this poor service. Other issues. The gym states that it is open at 7am. I went every morning at 7.20 and it was still not open. It became a joke as each time I had to ask the front desk to open it. On the last day they were taking longer than usual to open it so I asked to use the internet in the business suite. The door was looked and when I spoke to the front desk they shouted asking me which one I wanted to use the gym or internet. The rudeness from the front desk was very bad and this is something I will not accept as a paying guest. Again this was passed on to the manager but got answered with a shrug of the shoulders. When checking out, we were charged for the breakfast and the manager had done nothing as promised. We waited 30 mins while he spoke to "head office" in order to remove this charge. I really think you need to think twice about having this hotel on your books as we trust that you have vetted the hotels before you do this. I can only describe this hotel as an all inclusive hotel that belongs in Benidorm, Costa del Sol. The price of the room does not reflect the service and I feel you need to visit this again or remove it from your books as I will be thinking twice before using you again if you think this hotel is of a high standard. C. French, Islington, United Kingdom
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| We had an absolutely fantastic time. The hotel was utterly exquisite - exceeding our expectation at every level from the decor to the food to the service. The only thing that was a pain was being duped into a timeshare presentation by the concierge on our very first morning. I didn't mind hugely and we were never bothered again afterwards. M. Grant, Washington, United States
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Comments represent the opinion of the relevant individual and do not reflect the views of Different World.
