As frequent travelers who often rely on the consistency and elevated service promised by Expediaâs VIP Access properties, our stay at Villa La Estancia in Puerto Vallarta was a disappointment from the outset.
Upon arrival, we were greeted by Emily at the front deskâwhose demeanor felt more dismissive than welcoming. Rather than setting the tone for a luxury stay, her attitude came off as sarcastic and indifferent, especially when we kindly reminded her of our Expedia VIP status. Instead of honoring the complimentary upgrade benefitâas is customary with VIP propertiesâshe offered it only for an additional fee. The perk was not just disregarded, it was flatly brushed off without a hint of hospitality.
The resort itself appeared far from fully booked, yet no effort was made to extend even a small courtesy. It felt less like a guest experience and more like a transaction.
Sadly, the service culture throughout the property echoed the same energyâtechnically polite but completely uninspired. Dining is limited to two restaurants, both with sluggish service and menus that lack creativity. For a resort that touts an AAA Diamond rating, the food and hospitality fall short of even basic boutique standards.
We attempted to escalate the matter by reaching out to General Manager Miguel Velasco, but his contact information isnât easily accessible. Our email to mvelasco@villagroup.com went unanswered, which unfortunately reflects the broader lack of attentiveness we experienced throughou