"As a long-time Bonvoy member, I chose W Punta de Mita expecting a true high-end Marriott experience. Unfortunately, this stay fell far short of that standard — especially at approximately $800 per night for an “ocean view” room that offered only a narrow sliver of ocean visible from one angle.
The room itself was inconsistent with what one expects at this price point. Towels were old and had an unpleasant odor. Housekeeping was unreliable — on 2 of our 4 days, the room was not cleaned despite multiple calls requesting service. Electrical outlets were concerning; several faceplates were loose and fell away when plugging devices in, exposing the interior wiring. The light and AC controls were overly complicated and extremely bright at night, requiring us to physically cover them to sleep comfortably. On a positive note, the pillows, sheets, and duvet were comfortable.
Dining was one of the most disappointing aspects of the stay. Two of the three restaurants were closed due to the cartel violence situation in Puerto Vallarta, leaving only one dining option that offered a mandatory $60 buffet. Because the resort was effectively on lockdown and we could not safely leave the property, we felt forced into that option. After raising concerns, we were shown an à la carte menu — but told that half of our group still had to order from the buffet. It felt inflexible and unpleasant.
On our first night, our group of 20 (with orders submitted two days in advance) was served by a single overwhelmed waiter. Orders were confused, some children received their meals after adults had already finished, and separating checks by room became unnecessarily complicated. Basic service standards were lacking — water was not brought to the table unless requested multiple times, and repeated follow-ups were needed before anything was addressed.
The pool area and vegetation/trees in the 'resort' is beautiful and the beach has lovely sand. However, poolside service was extremely slow and staff were difficult to find. Even when approaching staff directly, responsiveness was minimal.
The most troubling experience occurred when nine members (4 children) of our group checked out to fly home, only to have their flight canceled due to the ongoing violence situation. Despite having room availability, the resort refused to readmit them or even allow them back onto the property to stay with family members who still had rooms. There was no flexibility, no accommodation, and no goodwill gesture — nor any discount offered for the significant reduction in services during our stay.
Entry key card had to be reprogrammed numerous times if it comes in contact with mobile phone, no other luxary hotel has ever had this issue. Our entry key pad at one point had to be reprogrammed and battery changed by personnel, font desk acted like this is first time this has happened.
They do not have enough personnel. Bellman for checkout was going to take a longtime, we carried our luggages to front desk ourselves. To catch a ride to the front took a long while. Services not very optimized.
The front desk management’s demeanor was indifferent and unempathetic. In a hospitality environment — particularly under challenging circumstances — empathy matters.
This was not the level of service, safety, or professionalism I expect from a Marriott property in this category. I left deeply disappointed and would not return to this resort."
A Tripadvisor traveler review
Feb 26, 2026
