Marival Emotions Resort & Suites Riviera Nayarit by Mercure 4 stars

I have been in this place multiple times and I find it very relaxing, it’s just amazing

Marival exceeded our expectations. We felt like home from the first minute of check in and all the way to check out. Great staff that goes above and beyond and made our stay pleasant. Special shout out to Yesenia who explained everything and was our guide throughout stay. Hotel is well organized and well managed. My only suggestion is to have more signs with directions to different locations.

Our confirmed reservation for the “Double Room” clearly listed five occupants, including the ages of the children. However, upon arrival, the front desk informed me that the hotel does not accept five guests in the assigned room type and questioned how this booking was even authorised. This caused significant discomfort to my family and resulted in approximately three hours of wasted time at check-in, as we had to clarify all issues. When we booked through the online travel platform, the listing indicated that the double room could accommodate five guests, and we paid for five guests with all-inclusive services. Under Mexican regulations, my 13-year-old son is considered an adult for check-in. Upon check-in, I was surprised to learn that our booking was registered as a Resort Room, which the hotel considers suitable only for four guests. This was never disclosed to us at the time of booking. The resort’s own website does not offer the “Double Room” and lists only the following room categories: Club Room Resort Room One-Bedroom Suite Two-Bedroom Suite Three-Bedroom Suite I reasonably assumed that “Double Room” referred to a Two-Bedroom Suite, based on the descriptions available. This mismatch caused significant inconvenience, including the need to request additional amenities such as towels and bedding. An extra bed was provided only after a second request was made later in the evening. Furthermore, the stay was affected by maintenance issues, including: A very noisy fan in the bathroom A loose handle on the toilet (requested repair) Slow drainage in the sink We also noticed a family of six staying in a similar room on our floor. Could you kindly clarify how such bookings were authorized? This raises concerns that the hotel might be operating beyond its stated capacity, which could indicate either an oversight or a lapse in management controls. Additionally, we were concerned about the use of tap water throughout the hotel. Many tourist guides advise against drinking tap water in Mexico, yet the hotel seemed to use it extensively. Our family developed stomach issues and diarrhoea after dining at the property, and we are still taking medication even after leaving. We also had the Luxurist Privileges and Premium Concierge Services, which included a late check-out and welcome amenity with our booking. These were not honoured. Overall, this stay was extremely disappointing and fell short of expectations. I respectfully request the following actions: Clear labeling of room capacity on booking platforms and internal systems to prevent similar cases. A goodwill gesture or appropriate compensation for the discomfort, wasted time, and health impact. Procedural improvements to avoid future misunderstandings and enhance guest experience. If I do not receive a satisfactory response, I will be compelled to escalate this matter to PROFECO (Procuraduría Federal del Consumidor), as is my right under Mexican consumer protection law. Confirmation Number 05…166928 Reference Number71… Check-in Aug 21, 2025 Check-out Aug 23, 2025 Unfortunately, our experience at Marival Emotions Resort was filled with strong emotions, but not the kind we had hoped for.

we checked in around 5:30pm and decided to take a walk around the resort to get familiarized. walking down straight from out room there was a bar facing the beach and there were no people waiting but there was still a bartender there so we walked up and he looked at us not saying a word. we thought maybe he is busy and will get to us when he's done cleaning the cups. after about 5 minutes waiting my partner asked for a drink at which point the bartender said he was closed and that bar closes at 6pm. He saw us standing there for 5 minutes without even greeting us and took for us to ask for a drink for him to tell us it was closed. Next day we went back to that bar sat down and a different bartender was there and greeted us and asked what we wanted we then ordered our drink and sat at the bar enjoying our drink. after about 10minutes of us sitting there a staff member comes up to me (without a greeting) and says "where is your coupon" i was so confused and asked what he was referring to. He said if you guys arent members you need a coupon or some type of paper in order to drink here. I said I'm not sure what coupon he is referring to and we didnt have any type of coupon and were not members either, it was our first time at that resort and had just arrived the night before. He then said "if you are going to have another drink we will have to charge you for it and the bartender should have told you when you ordered" i said sorry we didnt know and will finish our first drink and leave. We didnt even finish our drink because of how uncomfortable and embarrassed we felt especially because there were other guests sitting beside us who were possible members since they werent told the same thing and heard the whole conversation. The next day we had planned to go out of the resort to site see with some local friends we have in Puerto Vallarta and they were going to pick us up at the resort. as we waited at the Lobby for our friend to arrive, one of the bell boys yelled out my partners name and said your ride is here. As we began to walk towards the front the same bell boy (again without a greeting), said in spanish "give me your bracelets and im going to need your exit paper" we were both confused why we needed to give him our bracelets if we were coming back and only leaving for a couple of hours. so we asked him why do we need to give you our bracelets. He said well you guys are leaving arent you, we said yes but we're not checking out we're just going out for a couple of hours. He said "oh i thought you were checking out" which we thought was so rude because he didnt even bother asking us he just assumed and once again made us feel embarrassed as other guests walking by were overhearing and made us feel unwanted there. We had about 4 other uncomfortable encounters with staff being rude and dismissive that it completely ruined our trip. we were there for 4 days and could not wait to check out and leave. We have traveled to Puerto Vallarta 4 other times and stayed and different resorts and have never had such a bad experience as we did with this resort. the staff was so rude and provided horrible customer service.

Faltó un poco de mejor servicio con los meseros