Garza Blanca Preserve Resort & Spa

The hotel itself is nice, and for the price it’s hard to beat in Puerto Vallarta. That said, bottom line: this is not an honest operation. You either bite the bullet and deal with the BS, or you spend the extra money and stay at the Four Seasons or St. Regis. We booked a Junior Suite and were instead put into a Superior Suite in Tower 3. The same thing happened to our friends earlier that day. They arrived first and pushed back, so they were moved. We arrived late, exhausted, and were told we’d need to “relocate in the morning” and spend the night in a room we did not pay for. What bothered me most wasn’t the mistake—it was how it was handled. They already knew this had happened to our friends hours earlier, yet chose not to proactively disclose the issue at check-in. Instead, they let us go to the room, hoping we wouldn’t push back. Predictably, I went back to the front desk and complained. Only then did they claim it was a “plumbing issue.” If that’s true, just be upfront. Don’t dance around it. The manager told us we could either email the company we booked through for a credit or that he could issue the credit himself. The booking company explicitly told me to ask the manager to issue a credit of around $180, which reflected the actual price difference between the two room categories. In the end, the hotel offered a $50 resort credit, which was presented as if it were meaningful compensation. What made this even more ridiculous: a honeymooning couple standing next to us laughed and said not to believe the $50 credit story because it was already included in their reservation. On top of that, our friends also received a $50 credit at checkout simply for complaining about something unrelated. So clearly, this “credit” is a generic pacifier they hand out routinely, not real compensation. For context, this is a hotel that charges tip fees on the minibar, sells $20 cocktails, and prices seafood as “catch of the day.” A $50 credit is meaningless in that environment. The situation escalated further when the manager threatened to call security if I didn’t immediately sign and pay my bill. This, despite the fact that they already had my credit card, passport, and all of my information on file, and we were spending thousands of dollars just to stay there. Threatening security over a billing dispute in this context is absurd and completely out of touch with how service works at a true luxury property. To be fair, once things settled, we did have a mostly nice stay. Most of the staff were friendly and trying their best. However, there are a lot of unnecessary “friction” rules and policies that add up and keep this place firmly in the average tier of five-star resorts, not the top tier it wants to be in. One important note for future guests: Tower 1–3 are the older beachfront towers. Towers 4 and 5 are newer, on the mountainside, and a completely different (and better) experience. We were initially placed in Tower 3 and had to complain again just to be moved to Tower 5, which is what we effectively paid for in the first place. You can blame this on Mexico if you want, but this isn’t cultural—it’s leadership. This is a management issue from the top down. Something here is fundamentally broken. Would I return? Maybe, but only with eyes wide open. If you value transparency, proactive communication, and real service recovery, spend more and go elsewhere. If you’re price-sensitive and willing to manage problems yourself, you can make it work—but don’t confuse this with true luxury hospitality.

Let me start off by saying that Garza blanca USED TO BE such a gem. My family and i frequented this resort due to its beautiful location, excellent pool staff, pretty good food, and wonderful rooms. They either changed ownership or management in the last year and our last trip felt completely different. It's such a shame because we would have continued to come to this resort with my entire family as an annual trip. Last trip, my family booked an oceanside room so that we could be together with the rest of the family. Upon arrival, they claim they don't have any more of these rooms available and only the back towers have rooms available. This was so inconvenient because the whole point of our trip was to be nearby the rest of our family. What's the point of even reserving a room if they don't have them available when you arrive. I heard they've been doing this bait and switch on soooo many other guests checking in within the last year. The worst part is they were not even apologetic AT ALL and they acted like they did nothing wrong. They gave absolutely no consolation for the mistake and were even rude. It's truly such a disappointment as I don't want to return to this hotel because I don't even know if we will actually get the room selection we booked WAY in advance. If they changed management/ the way they guarantee bookings we would totally love to return to this resort. Such a shame.....

Was really looking forward to this trip, as we have been to Mexico over 30 times, but never for Christmas! Garza Blanca and its adjoining Hotel Mousai were supposed to be top shelf, and from a view standpoint and a room standpoint, they were. However: 1) Rooms: We got there only to find out that our room was not available, due to plumbing issues. We had booked this trip a year in advance, a two bedroom suite with a panoramic balcony view that took in both the mountains and the sea. They put us on a ground floor for the first two nights, and gave us $50 a night as a refund. Are you telling me that viewing the ocean as opposed to the trees is only worth $50 a night? Nah.... However, to Garza's credit, they did give us the ocean view after the first two nights, and on a higher floor. The room was absolutely stupendous. Marble/granite everywhere, wrap around balcony, private jacuzzi, 2 bedrooms, three full bathrooms, comfortable beds, very well appointed kitchen, which we didn't use because we took the all-inclusive. Easily the nicest room I have ever stayed at anywhere in the world. Very clean, nice turn-down service, well-stocked fridge. The only knocks: Puerto Vallarta is famous for its cobblestone streets. But trying to mirror that history in showers? Note to management: The MOST uncomfortable surface for a shower is likely cobblestone. Absolutely horrible on the feet. Also, the water pressure of the shower was disappointing, both on the ground floor the first two nights, and the 10th floor for the last 5. Finally, where we stayed was LOUD. If it wasn't buses driving by it was people scraping their chairs above us until very late or their children running around making tons of noise. The buses screamed by us at breakfast too; sort of muting the beauty of the ocean view. There may be other places for breakfast, but as this was walkable, we ate there every day. We could see whales during breakfast. Also, we were not the only people that did not get their room. Friends we met had the same experience, only they did not get moved to another room or receive any refund. This has been mentioned in other reviews on Trip Advisor, so be wary of getting the right room. The room key is tied to the all-inclusive bracelet, which is great for people like me that constantly lose track of keys. It is also used to sign the checks after each meal (another issue, but I for one hate that at all-inclusives, though I know they use it as a tracking mechanism). 2) Campus: Very spread out, you have to take a trolley to get from place to place. If you want easy access to all of your restaurants, think again. We were not aware of any shows or other entertainment other than rooftop bars. 3) Pool/Beach: One pool was very crowded and oddly shaped, the other just oddly shaped. There is no swim up bar (???). The chairs are comfortable, and the towels are fabulous; no cards to exchange for towels or anything, which is nice. Very few activities at the pool. We had 2 or three days where there were water aerobics; nothing else - no water volleyball (the pools are not configured to accommodate it), no trivia or other games, no ping pong, etc. Music was very agreeable, no rap, and not too loud. The beach was likely the biggest disappointment. Very rocky both before getting in the water and after you enter it. Big, fragile sand ridges that basically dissolve out from under you as you enter the sea; we narrowly avoided falling down. At the far end is the only place where the rocks are not ubiquitous. 4) Food: The food was excellent, with good presentation as well. There is plenty of variety, and we liked all the restaurants we visited. I recommend making your dinner reservations in advance, or risk not getting in/waiting. This was confusing to me, because there were plenty of open tables every time..... The small restaurant at one of the pools did have a section which provided beach views for lunch, and was very nice. 5) Service: Outstanding. Literally every service person we had was very attentive, friendly, and able to answer questions. As mentioned before, I hate having to sign checks at all-inclusives. I get the tracking mechanisms, but it is also a way for them to ask for tips for the servers. At all-inclusives, tips are included. And before you think I am shirking tip responsibility, I leave several dollars per meal and per drink every day; just not the 15% ADDITIONAL they suggest (on absolutely OUTRAGEOUS food and drink prices). I spent several hundred dollars on additional tips at a place where tips are included. This is a situation that basically exists everywhere. Even my kennel asks for a 20% tip for taking care of my dog (??).

We came here with a group of friends, 19 total people, with kids. Ericka, Arturo, and Elane took special care of our large group. Arturo was specially around and available to accommodate our group. Thank you to Arturo and staff.

We had an incredible holiday with the whole family of 15 at Garza Blanca. Ron, and Salvador were fun activities people. Rigoberto and Omar were incredible with their poolside service and attention. Jose, head of our Butler team, made sure all of our needs were met. Almendra in housekeeping could not have been better! Can’t wait to return again next year!