Hilton Vallarta Riviera All-Inclusive Resort

The service is good. Ricardo Vellez the server was friendly and helpful. Rooms are not very clean and had smelly washrooms.

The hotel and location are lovely. Aside from that, everything else was subpar. The food was bland. We are not picky people when it comes to food. Some of it was inedible. We tried to choke down the food at the Mexican restaurant, but it was bad. The waiter pestered us about not eating our food. We found most of the staff to be rude. They generally acted annoyed that we were there, annoyed that they were there, etc. Again, we are easy guests. We don't drink alcohol, so we asked for bottled water or virgin drinks, but even this seemed like a chore for the staff. I have never stayed at an AI where I couldn't wait to leave, but this was exactly that. I could not wait to leave. I have never stayed anywhere where the staff made it their mission to say NO to absolutely everything. We paid extra for enclave and I could not tell you what we paid for. We received no extra benefits and no better treatment. When I asked if there were special enclave chairs at the pool, I was told I would have to speak to somebody 24 hours in advance. There was never anyone at the concierge desk at the pool, so I would have had to stick around for hours waiting for somebody in order to reserve chairs 24 hours in advance. I would have loved to hear the word yes from anyone about anything. Instead of no, no, no. There is an enclave lounge on floor 13, but it was not impressive at all. We went to ask the enclave desk questions during our stay, and their answer was always the same: we have to check with the front desk and we'll let you know. Why does nobody at the enclave desk know anything? At one point we asked to check out an hour late. The enclave desk told us we needed to come back in 2 hours to find out the answer. So we had to change our plans for the day, so that we could arrange to go back to the 13th floor to find out the answer. At one point during our stay, my son got sick. He had a fever and his tonsils were infected. He could barely eat or drink but could not leave the room to make it to the buffet. We needed to get some small things for him to eat so we could get him to a pharmacy to get some meds. I tried to take some bread and a closed container of yogurt out of the buffet so my son could get some food in his system before trying to find meds. Juan at the buffet was overly rude and would not allow it. I get that there are rules. I also get that there are exceptions to the rules. Juan said I could order room service. Room service was at least 1.5 hours out at any time during our stay. I did not have 1.5 hours to wait for room service to hand deliver the exact food I was holding on a plate. Juan was rude. All staff was rude. My room service on the link they emailed to me stopped working about halfway through our stay. I was told that the tech department would have to fix it, but then no effort was made to do this. They told me I would have to call for room service for the duration of my stay. The phone in our room would not work. It was static no matter what we did. We couldn't hear anything. We tried to call without being able to hear anything on the other line. We got random things sent to us for room service - the wrong eggs, the wrong breakfast, etc. Shout out to Blanca from the entertainment team. She definitely tries hard. I would never again pay for enclave. I would actually LOVE for somebody to explain what it is that we paid for? This resort needs to work on customer service. We found out on the 2nd day of our stay that there was supposed to be a food truck by the pools. There was no food truck. We overheard another guest say it was broken down. We should have been told this. For the first 2 or 3 days, there was no food at the pool. After about day 3, they started cooking food by the pools and set up some tables. I saw a couple of people with burgers and fries. No clue where that came from. At some point during our stay, I stopped asking questions. A person can only pay thousands of dollars and get yelled at and told no so many times before just giving up and trying to get the hell out of there. Oh, and yes, the pools are cold.

We had a wonderful 10 days at the Hilton Vallarta Riviera! The hotel was always clean and we loved our room! What a view! The staff were incredible . We were waited on like we were kings and Queens. We want to say a special thanks to Armando, Bryan, Juan, Eduardo, Norma, Fidel, Ricardo, Esmiralda, Hector and Fernando. Their service was out of this world.

Room not ready, food subpar, overall not a good experience. Overall, the cleanliness at the hotel is definitely not what I expect for a Hilton.

So we just got here, plane was delayed and a family of 10 with an infant and 2 small children. Local time is 6:00 pm and they told us that there is no access to food whatsoever right now because there is a big poolside party and every single restaurant at the resort is closed until 7:00 pm. This is our very first time in Mexico and at this resort and nowhere on the website did it say that there are situations when all restaurants on property close. This is unacceptable. Further, room service menu is on TV but our TV remote has no batteries.