Grand Matlali Suites & Villas Riviera Nayarit

Love every single thing everything Everything

My wife and I recently stayed in the Torre Esmeralda from February 3 through March 5 in room 3403, and I wanted to take a moment to share our sincere appreciation for the exceptional staff who made our stay so memorable. I have spent my entire life in the travel industry. My first visit to Puerto Vallarta was in 1972, when there were only four hotels in the area and the newly opened fifth property, the Vallarta Bungalows (now the Thompson Krystal). I have also been a member of SKAL International and have seen first-hand what it takes to survive and flourish in the hospitality industry. Our stay at the Grand Matlali Resort was truly enjoyable. Not because the “nuts and bolts” of the property couldn’t have been improved here and there — but because of the dedicated people who made our time with you so special. From our first warm greeting at reception, to the daily care of the housekeeping staff who made our unit sparkle each morning with a cheerful “Buenos días,” to the restaurant team who welcomed us every day with genuine warmth, the experience could not have been better. In particular, Gabby and her team — Michelle, Joel, Ernesto, and Victoria —along with Sophie’s team in the kitchen are an outstanding credit to your organization. By the time we left, it felt as though we were saying goodbye to family. We will always remember the thoughtful touches, such as parading us to our table with a Canadian flag during the Olympic hockey series, and the dedication shown during the unfortunate Sunday event when several staff members stayed overnight and worked double shifts, not making it home to see to the safety of their own families, but instead staying to look after the guests in their care. That level of commitment will remain in our hearts. When the opportunity arises to recognize the star players on your team, please take a moment to pass along our deepest appreciation to them. Muchísimas gracias for a truly memorable stay. We like to walk. For the exercise but also to get a feel for the area. We did walk into La Cruz a number of times but it is not a pleasant walk.

Breakfast was very little, food was hit and miss and we struggled with language barrier. Definitely need to know enough Mexican at this resort! Sadly the resort is amazing but needs a lot of upkeeping. We booked a room with a pool on the balcony it was filthy and not working. No hot water ever for the unit. We had a kitchen we couldn’t use, they don’t supply anything. The pool area was sadly falling apart and very dirty. This resort is not accessible friendly lots of stairs!

Beautiful property, set in the jungle. Great views. Difficult to get around. Need to wait for rides.

The mattress was too firm

The view Everything else

All the staff The pool all the mosaic in the bottom of the pool is coming off, this that we visit so far and still the same, first time January and now on may

Upon my arrival at the hotel, I had no clue where things were. I had to ask for directions, and eventually, everything was explained to me. There was a miscommunication in booking; the room I was assigned was not the one I had reserved. After discussing with the manager, I was transferred to a suite. Despite being advertised as all-inclusive, there was only one restaurant open at a time. Although I was informed there were four, only one was operational. Consequently, we were stuck with buffet meals for three days, with one day offering a different experience where someone took our orders. Nevertheless, all the staff were extremely kind and helpful, and the drinks were excellent. The property was very clean. The food and drinks at the beach bar were also great, with another set of excellent staff. Overall, I had a pleasant experience. However, I wished there were multiple restaurant options, especially since I booked the all-inclusive package with that expectation. One restaurant at a time , no other options. Additionally charges to stay in resort after Checkout and my flight was at 7 pm.( spoke to manager)

This resort was situated on a mountain and it did have some beautiful views. The service of Daniel and Fernando in the restaurant was superb! They were by far the best of this resort. They both went above and beyond to do their best to make us comfortable while dining. This resort was NOT like it was advertised! We had one restaurant open the entire duration of our trip. We had to eat there for breakfast, lunch and dinner. One night of the entire stay there was a second restaurant open. A steakhouse is advertised, which we were looking forward too, it was never open. There’s a little ice cream shop, never once was it open. There was only 1 bar open the entire time. It’s advertised that hourly transportation was provided to/from the beach, this isn’t true; there were 3 shuttles a day. Transportation around the resort sometimes wouldn’t show up. Our room was disgustingly DIRTY, I have plenty of photos. Furniture and decorations were also broken. The keycards to our room were shut off 2 days in a row. The first time someone was sent, the second the front desk refused to send someone to us so we had to walk to the lobby to get new key cards and walk back to our room, in a different building. We reserved the all inclusive master suite for 2 people, the room came with a private pool, we were given 2 towels. That was it. Getting towels was a hassle! At the public pools they argued with us about getting towels to use because the front desk didn’t give us some card to get towels. The food was awful! Minus the omelettes that were made fresh every morning. We had 2 bathrooms in our room; one never got hot, the other only 1/2 the shower head worked. A horrid smell was coming from the cabinet under the kitchen sink, similar to raw sewage. As soon as we checked in they tried to pressure us into going to a presentation, which we declined, numerous times before they let up. We did NOT do this vacation under the guise of it being presentation based. After all we spent $2,000 for it. I’ve never been pushed to do a presentation unless I’ve gotten one heck of a discount on the trip to begin with. There were CONSTANT venders on the beach.

nice pools, reasonable food choices and quality waiting for shuttle to go between facilities

would go back long term

Very good

The location was perfect, we went on an all inclusive and the food in every restaurant was delicious with great staff. The communications between guest services and the operations team could have been better. The hotel had refurbished another part of the hotel and meals were switched to this location but the guests were not informed. Also the cleanliness of the room at check in had not been as thorough as would have been hoped but the staff were very quick in making things right.

the staff was absolutely amazing. the pools were the perfect temperature. the elevator was down and we didn’t get a tour of the whole resort. you could tell it was short staffed but the staff they had more than made up for it.

the staff were very nice and everything was clean. 1) the AC in the first or second rentals were not working. On day two and third rental unit, we finally had working AC ***NOTE: the first until had an ocean view and we were placed in a until that was bigger but look out to a roof of the building next door*** 2) the free WiFi didn’t work at all. ONLY option was to pay for upgrades by devise 3) expected to tip everyone even though tips were said to be included 4) no hot water in the showers

wonderful

Very good

the staff was very nice. the food was delicious they charge you extra if you check in before time. They say they to this in order to give you the room clean and tidy. HOWEVER, when we received the room it was full of little rubbers and the shower was with hair. The worst, the wc also had some hair, don’t want to think about where it came from. i thought that maybe they would clean it the day after, but they never removed the hairs. I would not come back, sorry to say this, but in my opinion it was tooooo expensive to receive such a messy and dirty room

The service was impeccable. The staff waited on me hand & foot. Have to get a ride everywhere on the property.

Exceptional