We stayed at Sunscape Puerto Vallarta previously in March 2021 and had a positive experience, which is why we chose to return. Unfortunately, this visit was a major disappointment and the resort seems to have declined significantly. The biggest issue was dining. World Café is essentially the main option for breakfast and lunch and also serves dinner, so it was frequently crowded with long lines and difficulty finding seating. Breakfast could be especially frustrating, with 10–15 minute waits at the taco and omelet stations because there simply was not enough staffing. There also are not enough restaurant choices for a full week at an all-inclusive resort. Some of the food itself was very good. Da Mario was easily the best dining experience, with delicious food and excellent service, and it was the only restaurant that really felt like a nice restaurant. Seaside Grill also had very good food and service, although it was extremely noisy at dinner when the pool was still open and music was blasting nearby. Tiki Taco was good but uncomfortably hot. The Snack Machine was particularly unappealing. There were few places to sit, the picnic tables were not well maintained, birds and flies were around the food and condiment areas, and the nacho bar looked messy and unclean. We were also told we could not take food back to the regular pool lounge chairs unless we were in certain reserved/cabana areas. Several resort policies made the stay unnecessarily frustrating. Our 14- and 16-year-old children were not allowed to have room keys because of their ages, which made it very difficult for everyone to have any independence. I was also repeatedly turned away from World Café for wearing a tank top despite the restaurant being outdoors in a hot tropical climate and other guests wearing equally casual clothing. At Da Mario, I was required to return to our fifth-floor room to change out of nice sandals and into gym shoes. The irony of the World Café dress code was hard to ignore when, during one meal, a bird sitting in the rafters actually defecated directly onto my son's shirt. The resort really needs better bird deterrents around the dining areas. Our room also had very weak air conditioning for the first several days. We made approximately three service requests before there was finally some improvement. Our minibar was completely empty when we arrived, and after asking for it to be stocked, we were told only water—not soda—would be replenished during our week-long stay unless we had Sun Club privileges. There was also no room service available to us. Those kinds of restrictions feel out of place at an all-inclusive resort. One of the main elevators was out of service for our entire stay, leaving essentially one working guest elevator. At times the alternate/staff elevator was unavailable as well, which meant taking the stairs to our fifth-floor room. The pool and beach areas were generally enjoyable, but even there the resort seemed understaffed. Several times the bars ran out of cups, including the pool bar, and after waiting in line we were told to go get our reusable mugs if we wanted a drink while used cups were sitting around the pool waiting to be collected. Checkout left an especially bad final impression. We checked out about an hour before our shuttle arrived and our wristbands were immediately cut off. While still at the resort waiting for transportation, we tried to get smoothies from the lobby bar and were refused service because we no longer had wristbands. I had to return to the front desk and ask for temporary bands just so my family could get a drink while waiting to leave. We booked directly through World of Hyatt and I am a Discoverist member, but other than being verbally acknowledged, our Hyatt status seemed to mean virtually nothing. I understand that Discoverist does not equal Sun Club, but the overall experience did not feel like what we have come to expect from a Hyatt-affiliated property. I do want to recognize the employees who were clearly trying hard. Christian from the entertainment team was excellent and provided us with a great kayaking experience. Da Mario's staff were also wonderful. In many cases, the employees seemed to be doing their best while simply being understaffed. Overall, this was especially disappointing because we had enjoyed this resort before. The food quality was often good and there were some excellent employees, but the limited dining capacity, staffing issues, maintenance problems, restrictive policies, and lack of basic all-inclusive conveniences made the overall experience frustrating. Based on this stay, we would not return.

Did not enjoy my stay. Left within 48 hours. Now I wait for my refund. Too many children. Food options are very very minimal

Great staff, bad hotel. Was sure for a renovation maybe 15 years ago. Mold in my room, fixtures not working. Definitely not what I was expecting. Food was just 'eh'. Severely understaffed so wait times for anything is long! But the employees are the only reason they got the rating they did. Oh and the views.

I stayed three days at Sunscape Puerto Vallarta and the only Pool available was always filled with debris and opaque water. The World Cafe restaurant had large birds flying over inside and eating from plates on tables. Some Restaurant were Closed during our three day stay. No great selection nor good quality food/meals in restaurants. Only the Mario's restaurant offered good quality food. The elevator was under-construction and smell metal burning. The rooms are deteriorated, doors and wood finish was old and damaged, as well as TV and controls not working nor cricked. The Rules I did not like for All Inclusive in the hotel: they do not restock Minibar in room, you have to wear bracelets to use facilities and services, and they have specific times to get a Frappuccino in Coco's Cafe, and sometimes the server did not have ice, so I had to get the ice from the Bar and he could make me one.

Do not believe the website photos. Do not make the same mistake I did and save yourself the embarrassment of taking your family here. The room stunk so badly- like feet and then like excrement, especially the bathroom sinks, my bedsheets were stained and dirty, the sofa had stains all over it, the pool didn’t have enough safe entrances for my 61 year old Mother and they closed the pools and kids section too early, the door in my room was broken, the elevators were broken. There are too many things to name. Once I asked to leave and get a refund, the hotel gave me a no, I had to spend hours of my vacation away from my kids to speak to Hyatt and to hotel staff multiple times until they agreed to refund me but then could Not tell me how I could get a refund. This is ridiculous. I think this hotel should be shut down. It gives Hyatt a bad reputation and painted such a bad experience of what Hyatt offers.

Much better experience than I expected! Booked with Hyatt points, great redemption for an AI. The resort could use a touch up of paint in various areas, everything was worn, but still enjoyable! Beach was fine, plenty of seating available with no additional charge. Vendors could be a little much.

We joined this all-inclusive package deal at This hotel. The front desk staff was very unfriendly and discriminated. Restaurants without A/C unit and operating hours were odd. We have to go to outside restaurant to buy food because the operating hours of restaurants. Food quality was poor and bad.

Sunscape was such a lovely place to visit in the summer. We were greeted with warmth, smiles , beautiful people and overall had a lovely experience. It’s my second time back here at the resort- and this time we stayed at The condo section of the resort . They were spacious and the balcony views of the oceans were spectacular. The food selection was good at the buffet but wish they had a bit more of a selection/ variety of foods to try with each meal time, but we tried the snack truck as an alternative and always went to the cocoa cafe for snacks and coffee. Overall, it was a very nice stay for the 4th of July weekend.

I'll start by saying the customer service was great and everyone was amazing. I'm afraid the low review is because the main reason we booked sunscape -the water park- was closed. With no prior notice either when booking, or on their website. Even their on-site live schedules still suggest it is open. When we asked about it, we were told it is under renovations, and will be for about a month. Other than that, fixtures in room were loose and water pressure and temperature fluctuated. But cleanliness and upkeep was good and appreciated. Otherwise its a good value resort, the stay was pleasant, the kids still enjoyed the main pool area, and its nice that the resort is right next to La Isla, a nice shopping area.

Beautiful location. We selected the Romantic Oceanfront Club with Terrace. The view from the room and Terrace were amazing. It was a corner suite on the 18th floor. Great family resort. Staff were all amazing, welcoming and kind. I would hesitate to stay here again in the summer till the restaurant air conditioning is fixed and the two additional restaurants are open again. I'd have no hesitations recommending whole-heartedly when the weather is cooler