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Let me start by saying I’ve stayed here a few times and always have loved it. The rooms are beautiful still the staff is very friendly until something comes up then you can feel tension. I’m not gonna go into full detail about everything but I’ll just say this. You need to understand if you’re staying here. You’re going to hear loud music played at the pool during the weekends very hard to relax in your room with thumping music. Second and the part that made this stay very difficult was the Wi-Fi would drop every 30 to 45 minutes. The TV in the bedroom wouldn’t play anything because it couldn’t get a signal and they tried to make up excuse after excuse saying the rain does that although it didn’t rain the whole time I was there and then I got an email from the owner saying that the Head staff told him it was my phone configuration. It ended up being something we talked about the entire stay, which is a shame because again the place is beautiful.

From the moment we arrived the service was amazing. The attention to detail and accommodation is superb. The price is well worth what you get here. The only learning curve here is learning how to get to certain amenities, like the gym and pool took different elevators. Other than that everything was smooth, we appreciated the housekeepers as well, they are thorough and thoughtful when cleaning the room. A stand out for me was Martha, she knows hospitality and made sure we were taken care of when we had our pool days. If you are like me and need your coffee daily, I like that they provide nespresso pods but the coffee bar on site is amazing, they make a great latte! Would recommend to all my family and friends, and will come back and only stay here.

The place was nice. I’ve been to many resorts so this one in my opinion wasn’t bad but wasn’t good enough for me to ever want to book again. Here are some things I struggled with during our 7 night stay. I traveled with an insulin vial that needed to be refrigerated 2-8 celsius. The mini bar in our room was not remotely cold enough. I called to explain my issue. They said I needed to bring it down to the lobby for it to be stored there. (I needed to do daily injections) every night when I went to ask for my insulin, some lobby ppl did not help and just told me to g ask a waiter in another section. Only 1 person was helpful. She was so kind and she’d wait for me to do my injection to put it away be so into refrigerator. They also don’t have a private room nearby for you to do injection. You must used the restroom nearby or go back to your room and come back down to drop it off. They the day before I left I asked if they could freeze my gel pack for me to travel the following morning with. The morning I went to the front desk to ask for it, multiple front desk ppl kept telling me to go ask someone one else. Like they weren’t actually listening to me and blowing me off. Mind you I speak fluent Spanish. Whatever, finally someone took the time to listen and grabbed it for me, since it was stored somewhere completely different. Anyways if you are traveling with meds that need to be kept cool, this isn’t the place.

Fantastic hotel. Staff was great. The rooms and the hotel in general is extremely well put together. Its contemporary and every room has a private hot tub. Everything is controlled with an iPad and they have Japanese toilets everywhere. This hotel feels like an actual luxurious resort. This is the perfect place to go and relax. Again, relax, not to party. The food at the restaurants is actually good, not the typical resort/all inclusive mid food. The only bad food i experienced was the room service one. The infinity pools are beautiful with a fantastic view. A heads up. The pools are closed early, at around 8pm. The other fyi, it's mostly older people. Young couples are nowhere to be seen. Gym is well equipped with a fantastic view. In order to move around the hotel resort, they have a trolley system that works great.

Customer facing staff (servers, concierge) were outstanding. Kudos to Leonardo, Ulyses, Omar, Alex and Alfredo. Back office staff (room staff, admin) not quite so good. We only got nightly turn down service about 50% of the time and our welcome letter was addressed to someone else. Emilianos restaurant was disappointing. The main room was closed and we were shunted into a spare room, square with white walls, little decoration and no entertainment - the atmosphere was terrible. We dined on the patio a second evening, and it appears they had a static menu as we could spot no differences from our first visit. To cap it all, the food was overcooked. Fortunately, the hotel offers complementary dining at its sister locations. Tau, on the beach, was our savior. The service was excellent both during the day and at night, and the food outstanding. Their menu varied night to night, they had an excellent singer providing entertainment, and the open air ambiance completed the experience. Well done to Leslie and her staff of Saul, Isaac, Antonio, Enrique and Erick. We also went to the Andrea restaurant in Velas Vallarta, but after being served by a disinterested water in a room of screaming children running around we vowed to never go back. Finally we went to Grand Velas and dined in their Piaf restaurant. It was the culinary highlight of our trip. Overall, though, we had a very pleasant experience at Casa Velas. Would we go back there? The jury is still out on this.