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Feb 28-March 7, 2014
Grand Mayan Nuevo Vallarta
We arrived to Grand Mayan Property and so, so many changes since we had been there last. Everything is changed and elaborate.
We drove so we followed signs to Grand Mayan check in. A bit daunting as they have these loading areas, you pull up, they unload your car/taxi what have you and then place your things in these covered luggage carts , telling you repeatedly how secure they are and they even lock them but not with keys, more like plastic tabs. Off goes your luggage, you are shown where to go to check in, frankly quite the walk, but I think if handicapped they can wheelchair you or so forth. Check in was quick and easy, leaving a credit card on hold. We were there thru RCI but are actually members of Grand Luxxe, but booked RCI before we became members. We were assigned our room, a two bedroom, we had friends checking in to share unit with us in a few days. They have train like golf carts to take you around property. We called for our luggage upon arrival to room, as they said and it all appeared. Valet parking was good as was bellboy service to room, though no clue where our car was actually parked.
The rooms are the same as at any Grand Mayan. Spacious, well kept, everything you might need in a kitchen for appliances. We were not able to get an ocean view room, but our room faced over the property so was fine.
They do have available room service for fee and also have a coupon like meal plan but does not include any beverages or drinks so we found it pricey and opted out of that. We went to grocery store for staples, and also went to the Plaza store at Grand Luxxe which was a higher price but had everything you can imagine. More on that later. We find they tend to nickel and dime you for everything for example liter of water 25 pesos in room, so we did not use.
There are numerous pools with fountains etc., throughout resort. The lazy river is just great. Poolside service is quick and easy but again pricey though portions are quite plentiful. There is a wave pool and a beach like pool. The waiters are on 2 wheeled scooters.
The whole place has changed so much and is so expansive, and unique it feels like a mini Disney world. We dined at a few restaurants while there and again food was always good and in large portions. Service was good, drinks were also good but quite pricey. Everything was fine but there is due to the large size that lack of personalization. Not complaining as we enjoyed our stay a lot. We dined one night at Samba Restaurant and everything was great. The two ladies were celebrating birthdays so waiters were told. They brought a dessert at end of meal.. which was a nice touch until we noted they charged for it. Sort of strange as if going to pay for a dessert I would have picked what I enjoyed.
The Plaza, the shopping mall on site is two floors, groceries, chocolates, wine, alcohol, anything you can imagine, prepared food and or raw food to cook in room, all of high quality. Essentially you never have to leave the property. On the second floor were clothes and such. Even a Diamonds International. Just amazing.
The Sancturio, where you can go at night for drinks, a free shows nightly, if drinking etc. is amazing in and of itself. If you are not drinking there is a 50 peso cover charge, so at least have one drink and enjoy! It is an impressive area.
We had daily maid service and turn down service if desired. The keys another unique feature, are actually your bracelets you wear as guests. So always accessible. We went into Puerto Vallarta only one night as there was just so much going on that we did not need to venture about.
We had a great time and looked forward to our return, until checkout. You have to check out by 10am, early check out I think. Called bellboys and the guys went to pay, check out, and such. The bellboy loaded all our luggage, two couples, driving onto one luggage cart, which I thought was a bit much, but so be it. The cart was locked in front of us and off the luggage went. The guys went to car to have it loaded while the ladies waited in room. This was the first mistake. Apparently when bellboy arrived with luggage, it was separated into two carts ( huge mistake, breach of their own policy). The guys had them load everything into car and felt all was okay as number of pieces of luggage was correct. I would never have done that I would have checked certain bags for things, but I am the packer. Off we went , quite happy.
Upon arrival via car to Lake Chapala, I went to get my Ipad out of my pink bag, where I keep it in a case with keyboard. I usually carry this bag with me, but I felt very secure in this luggage cart locking procedure etc., so I let them take that bag also. ( Third mistake). No Ipad in the pink bag, just the Ipad case and keyboard. I told hubby and he said oh no, maybe you put in different bag so we unpacked everything. No IPad. Then it is when hubby told me about the two luggage carts. I would have questioned it right away. I would have checked for my Ipad. Well we called Grand Mayan, filed a complaint and they tried to say must have been taken by airline, no we drove and never left car alone. We send letters, to many people at Grand Mayan, Vida Headquarters etc., and they assured us everything was on camera and so on and so forth. In the end their response was there was no proof the Ipad was taken by bellboys. Well the biggest point I felt was just in breaching their own policy and opening the luggage cart and changing it into two without one of us present was enough proof of a problem. I was told a manager was present, frankly I did not care who was present, my Ipad was taken, and they broke their own procedure and have an unhappy customer, who is actually an owner at Grand Luxxe and not so sure how we feel about that now.
We are due at Grand Bliss in a few weeks via an RCI exchange also booked before becoming Grand Luxxe members. They are giving us a VIP check in, not too impressed. My Ipad has never been found, I have disabled it online. I do feel they, Vida property should have taken responsibility for this due to their breaking their own rules. If I were to say something was missing, as a lie, it would be something much more than an Ipad 3. So I advise anyone going there to make sure al valuables are with you the whole time during check in and check out, despite the feeling of security they give you.
My husband says when we go to Grand Bliss we are staying with luggage but not sure that is possible, as they have a system. I do know we had a great vacation and the property is amazing, but we are thoroughly disappointed in their handling of this situation. If I were not a member, it could be that we would not return at all. For the sake of a small amount of money to replace an Ipad they have made a very unhappy customer/member. ( Mind you was bad enough I had sensitive information on my Ipad due to being a breast cancer survivor so some pictures etc. not what you want out there). In closing great vacation and property, very poor customer satisfaction in a bad situation.
I am looking forward to staying at Grand Bliss and then using our membership at Grand Luxxe despite all this but my husband is not, and feels sorry we purchased he said. His words Customer is always right and an unhappy customer is poor business.
Grand Mayan Nuevo Vallarta
We arrived to Grand Mayan Property and so, so many changes since we had been there last. Everything is changed and elaborate.
We drove so we followed signs to Grand Mayan check in. A bit daunting as they have these loading areas, you pull up, they unload your car/taxi what have you and then place your things in these covered luggage carts , telling you repeatedly how secure they are and they even lock them but not with keys, more like plastic tabs. Off goes your luggage, you are shown where to go to check in, frankly quite the walk, but I think if handicapped they can wheelchair you or so forth. Check in was quick and easy, leaving a credit card on hold. We were there thru RCI but are actually members of Grand Luxxe, but booked RCI before we became members. We were assigned our room, a two bedroom, we had friends checking in to share unit with us in a few days. They have train like golf carts to take you around property. We called for our luggage upon arrival to room, as they said and it all appeared. Valet parking was good as was bellboy service to room, though no clue where our car was actually parked.
The rooms are the same as at any Grand Mayan. Spacious, well kept, everything you might need in a kitchen for appliances. We were not able to get an ocean view room, but our room faced over the property so was fine.
They do have available room service for fee and also have a coupon like meal plan but does not include any beverages or drinks so we found it pricey and opted out of that. We went to grocery store for staples, and also went to the Plaza store at Grand Luxxe which was a higher price but had everything you can imagine. More on that later. We find they tend to nickel and dime you for everything for example liter of water 25 pesos in room, so we did not use.
There are numerous pools with fountains etc., throughout resort. The lazy river is just great. Poolside service is quick and easy but again pricey though portions are quite plentiful. There is a wave pool and a beach like pool. The waiters are on 2 wheeled scooters.
The whole place has changed so much and is so expansive, and unique it feels like a mini Disney world. We dined at a few restaurants while there and again food was always good and in large portions. Service was good, drinks were also good but quite pricey. Everything was fine but there is due to the large size that lack of personalization. Not complaining as we enjoyed our stay a lot. We dined one night at Samba Restaurant and everything was great. The two ladies were celebrating birthdays so waiters were told. They brought a dessert at end of meal.. which was a nice touch until we noted they charged for it. Sort of strange as if going to pay for a dessert I would have picked what I enjoyed.
The Plaza, the shopping mall on site is two floors, groceries, chocolates, wine, alcohol, anything you can imagine, prepared food and or raw food to cook in room, all of high quality. Essentially you never have to leave the property. On the second floor were clothes and such. Even a Diamonds International. Just amazing.
The Sancturio, where you can go at night for drinks, a free shows nightly, if drinking etc. is amazing in and of itself. If you are not drinking there is a 50 peso cover charge, so at least have one drink and enjoy! It is an impressive area.
We had daily maid service and turn down service if desired. The keys another unique feature, are actually your bracelets you wear as guests. So always accessible. We went into Puerto Vallarta only one night as there was just so much going on that we did not need to venture about.
We had a great time and looked forward to our return, until checkout. You have to check out by 10am, early check out I think. Called bellboys and the guys went to pay, check out, and such. The bellboy loaded all our luggage, two couples, driving onto one luggage cart, which I thought was a bit much, but so be it. The cart was locked in front of us and off the luggage went. The guys went to car to have it loaded while the ladies waited in room. This was the first mistake. Apparently when bellboy arrived with luggage, it was separated into two carts ( huge mistake, breach of their own policy). The guys had them load everything into car and felt all was okay as number of pieces of luggage was correct. I would never have done that I would have checked certain bags for things, but I am the packer. Off we went , quite happy.
Upon arrival via car to Lake Chapala, I went to get my Ipad out of my pink bag, where I keep it in a case with keyboard. I usually carry this bag with me, but I felt very secure in this luggage cart locking procedure etc., so I let them take that bag also. ( Third mistake). No Ipad in the pink bag, just the Ipad case and keyboard. I told hubby and he said oh no, maybe you put in different bag so we unpacked everything. No IPad. Then it is when hubby told me about the two luggage carts. I would have questioned it right away. I would have checked for my Ipad. Well we called Grand Mayan, filed a complaint and they tried to say must have been taken by airline, no we drove and never left car alone. We send letters, to many people at Grand Mayan, Vida Headquarters etc., and they assured us everything was on camera and so on and so forth. In the end their response was there was no proof the Ipad was taken by bellboys. Well the biggest point I felt was just in breaching their own policy and opening the luggage cart and changing it into two without one of us present was enough proof of a problem. I was told a manager was present, frankly I did not care who was present, my Ipad was taken, and they broke their own procedure and have an unhappy customer, who is actually an owner at Grand Luxxe and not so sure how we feel about that now.
We are due at Grand Bliss in a few weeks via an RCI exchange also booked before becoming Grand Luxxe members. They are giving us a VIP check in, not too impressed. My Ipad has never been found, I have disabled it online. I do feel they, Vida property should have taken responsibility for this due to their breaking their own rules. If I were to say something was missing, as a lie, it would be something much more than an Ipad 3. So I advise anyone going there to make sure al valuables are with you the whole time during check in and check out, despite the feeling of security they give you.
My husband says when we go to Grand Bliss we are staying with luggage but not sure that is possible, as they have a system. I do know we had a great vacation and the property is amazing, but we are thoroughly disappointed in their handling of this situation. If I were not a member, it could be that we would not return at all. For the sake of a small amount of money to replace an Ipad they have made a very unhappy customer/member. ( Mind you was bad enough I had sensitive information on my Ipad due to being a breast cancer survivor so some pictures etc. not what you want out there). In closing great vacation and property, very poor customer satisfaction in a bad situation.
I am looking forward to staying at Grand Bliss and then using our membership at Grand Luxxe despite all this but my husband is not, and feels sorry we purchased he said. His words Customer is always right and an unhappy customer is poor business.
I must not be the only one who wants to hang onto my stuff, or they wouldn't have such an elaborate system set up there. Bummer that it didn't help. 
Hope your next experience there is better.
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