Villa La Estancia - Riviera Nayarit

Paola was super helpful to accommodate our needs! It was a great stay all around. The food was very tasty, and the pool is beautiful.

Overall great experience, the staff was one of the most friendliest and accommodating staff we have ever encountered. We travel around the world with our family and this has to have been the best experience with hotel staff. We ended up signing up for their travelers club and we will be back in the near future. Raul our Bell boy was always helpful and accommodating when at the front lobby with taxi's and recommendations. Alexia took care of our family from the beginning and helped our family vacation by going beyond and above.

this was an amazing trip it was a 10/10 the view was absolutely beautiful and Gerald and raul was the best. i love going here

Resort was great, food was amazing! Friendly staff, but these 3 are top notch! Paola- reception area, Jesus- pool area, and Lorena R.-restaurant. Above and beyond to help.

As frequent travelers who often rely on the consistency and elevated service promised by Expedia’s VIP Access properties, our stay at Villa La Estancia in Puerto Vallarta was a disappointment from the outset. Upon arrival, we were greeted by Emily at the front desk—whose demeanor felt more dismissive than welcoming. Rather than setting the tone for a luxury stay, her attitude came off as sarcastic and indifferent, especially when we kindly reminded her of our Expedia VIP status. Instead of honoring the complimentary upgrade benefit—as is customary with VIP properties—she offered it only for an additional fee. The perk was not just disregarded, it was flatly brushed off without a hint of hospitality. The resort itself appeared far from fully booked, yet no effort was made to extend even a small courtesy. It felt less like a guest experience and more like a transaction. Sadly, the service culture throughout the property echoed the same energy—technically polite but completely uninspired. Dining is limited to two restaurants, both with sluggish service and menus that lack creativity. For a resort that touts an AAA Diamond rating, the food and hospitality fall short of even basic boutique standards. We attempted to escalate the matter by reaching out to General Manager Miguel Velasco, but his contact information isn’t easily accessible. Our email to mvelasco@villagroup.com went unanswered, which unfortunately reflects the broader lack of attentiveness we experienced throughout the stay. Villa La Estancia may have the framework of a premium resort, but the warmth, attentiveness, and intuitive service that define true hospitality are missing. After this experience, we’ll be rethinking the value of booking any “VIP Access” properties in Mexico moving forward—especially if the label doesn’t hold up where it matters most: in guest care.