Mata Chalupe Trip

We had a wonderful stay overall. The rooms were always spotless, and the cleaning staff truly went above and beyond. Every day they left beautiful towel animals along with fresh flowers in our room, which was such a thoughtful and lovely touch. The only issue we experienced during our entire stay was with the dining service during breakfast and lunch times in the main dining area. The staff never helped us find a table, and we always had to ask someone to bring us a baby chair. We also had to request our drinks or get them ourselves, which took away from what could have been a smoother dining experience. We’ve stayed at other locations in Puerto Vallarta and Cancun and never had this issue. Interestingly, in the restaurants at this resort, the staff was always on top of things and very attentive, so this seemed to be limited to breakfast and lunch in the main dining area. Despite that, the cleanliness and care from the housekeeping team made our stay very enjoyable. The nightly entertainment was always very good.

the whole experience was amazing!

We wished the pools were better maintained and cleaned more regularly. The swim up bar was fun but the pool attached to it made us not want to go in. We also wish there were more food options on the room service menu.

Awesome rooms. Nice resort. Great spa. Hot tub on the balcony was nice. If you want a beachfront bed be prepared to pay more for it (not included, and not explained anywhere; a waiter will ask you for a payment after you sit down in a beach bed). Impossible to get a bed at the main pool where there is bar service because people “reserve” them by dropping towels very early in the morning and then go back to bed. Food was extremely lacking. Hard to get dinner reservations. Reservations must be made in person in the lobby. I was a party of 1 and the one night I got a reservation they tried to insist I sit at a table with a family (with kids) I didn’t know. I refused and only then did I get my own table. When I expressed frustration about dining, staff kept shrugging and directing me to the sports bar, the only sit down restaurant that didn’t need reservations. Buffet food often tasted stale or spoiled to me (e.g., salad bar items tasted old and musty). Room service menu was extremely limited and poor quality (food arrived burned, not matching the menu, fries were always stale, off putting odors on the fresh veggies, etc). When I brought all of this to the attention of the concierge at checkout, he smiled and suggested I come back another time. This was my second stay and I do not recall it being anything like this the first time. I won’t be back. The place has an impressive atmosphere but if the food’s bad and I can’t lay out in the sun, why am I paying for an all inclusive?

Room was spotless, bigger than we expected. The staff here are so friendly!