Reviews for Our Top-Rated Luxury hotel boutique in Puerto Vallarta

We arrived at Casa Velas April 27 for our yearly PV fix. We wanted to try a different resort and decided on Casa Velas after extensive research. Most reviews were amazing and we decided to stay there. Communication before we arrived was excellent including the reservation that Eddie C. got us at Piaf(Grand Velas) which was fabulous. They also agreed to put Red Bull in room for us which we would pay for, unfortunately I later requested no soda in room which they must have assumed included Red Bull..... a simple miscommunication with no one at fault and probably confused Casa Velas more than us. The check in process was quick and easy we were taken to our Wellness Suite and given a full and detailed tour of its features. the room was very nice, the bed was super comfortable but for some reason there was a happy honeymoon message waiting for us while we were celebrating our 20th anniversary. Almost every day, an employee would congratulate us on our wedding which was funny the first day but got old quick. The grounds at Casa Velas were spectacular we wandered throughout resort and found it very peaceful and relaxing. Our favorite spot was the hanging chairs by the garden, quite the zen spot. All of the staff we had direct contact with were very friendly and helpful. Interaction with fellow guests was also unexpectedly great . It was a great pleasure to meet longtime Casa Velas guest Wendy and Mike and we were able to help Wendy celebrate her birthday What fun!!!!. Now for the reason I only give 3 stars. Its was the small details that were missed and we felt there were a lot of them, considering the price per night. Our plunge pool was not cleaned once while we were there, the room scent only worked on day one, housekeeping came late afternoon almost everyday. There was an ashtray outside our room which was only cleaned by me the entire stay. We did have a great couples massage and were able to use the "hydrotherapy facilities" which I guess we were supposed to just figure out on our own because no one showed us how anything worked. We sat in the hot tub for a glorious 30 seconds until my wife noticed brown foam floating in it with us... absolutely gross!! We practically ran to our room to shower, what a terrible way to ruin a great massage. Room service was hit or miss. My wife loved the ceveche and shrimp cocktail (which she shared with best part of our suite, ( the awesome cat than spent everyday on our patio! ) I had a hamburger that was horrible, it quite literally might be the only burger my whole life that I could not eat. We only ate at the restaurant twice during our stay (we went into town each day) and had small issues both times. At breakfast I didn't get bacon I ordered even after second request. At lunch my filet mignon (ordered medium rare) was well past medium and for some odd reason butterflied, a very odd way to present filet mignon, and my wife didn't get the 2nd margarita that she ordered. We went to beach club one day and sat for 45 minutes before even one person said hello to us even though there were at least 4 employees hanging around bar. Like I said earlier these are all small details but as they say, 'the devil is in the details'. For a quick comparison, we usually stay at Hotel Mousai and they knew we were in town and not staying with them. Even so, Cecelia the G.M. of Mousai invited us to breakfast with her while we were in town. We talk like old friends over a long breakfast and she never asked why we chose another property. At Casa Velas we never met the Manager and in a 80 room hotel that felt far from fully booked it was rather disappointing. Sorry to be so long winded! Joh

The reviews of Casa Velas are largely based on staff, and for that, I cannot disagree. However, I do not find Casa Velas to be a 5 star resort and I would not stay here again. We booked a suite with a jacuzzi bath in the bathroom. When we arrived, we were "upgraded" to a suite with a plunge pool outside and no jacuzzi bath. While some may be happy with the upgrade, we were not. The plunge pools are NOT heated and in February are pretty freezing. We never used it. When we inquired at the front desk, they told us the website had incorrect information on a jacuzzi tub being in the bathroom. Ok, fine. Also, they advertise "premium" alcohol brand, but the vodka is Absolut. At times, I saw them pull the Grey Goose out from below, but it didn't happen often. The food, while pretty good, is very tiring. They have the one main restaurant, which is the same menu except for the addition of a couple items on the first page every day. We had a night at Grand Velas included in our stay, but when we went to inquire about it, the concierge told us they only get one reservation per night and they were booked the whole time we were there. Only after paying a special tip, did we get in. There are no warm pools/jacuzzis at Casa Velas. The main property pool is not heated and there is no hot tub. The beach club has two hot tubs, but none of them are heated and therefore, not hot. Our rooms were not attended to until 4-5ish in the afternoon. When inquiring about a late checkout (after 12), we were told we would have to pay extra even though no one entered our rooms to service them until after 5 pm the prior day. I could understand had they needed the rooms, but wow. The staff is great. Everyone that works there has a smile on their face and is very nice and accommodating. I would rate this hotel as 3 3/4 stars..

Just returned home from Casa Velas. This was my second visit to this resort and I was not as pleased as I was with my first time. Breakfast buffet was below average. The lunch and dinner at the restaurant was average. Dinner at the beach had the view to make up for the average meal. The staff at the pool and beach club very attentive. Spa was nice and Imelda gave me a wonderful massage. The beauty of this resort was the staff and that has not changed and how quiet and respectful the majority of the guests are. Unfortunately, a young group of people came in for a wedding and partying continue in their rooms till I had to say something. I may rethink about returning to this property based on food and noise issue

We stayed at Casa Velas for the 2nd time over Memorial Day weekend. Overall, we had a nice visit, although not as amazing as our first trip. One small disappointment was the pool construction that we were not made aware of prior to our arrival. The main pool had the loungers resurfaced that are inside the pool. This ledge area was empty of water and not usable. While the pool did remain open, the construction barriers and presence of workers impacted the tranquility of the area. We also noticed plaster dripping into the main pool. This may have been a minor inconvenience but when we arrived at the Ocean/Beach Club, every single lounger and cabana were occupied. We had to sit on the beach. We also noticed a change in the quality of food. Still quiet good, however, noticeably different than our visit a few years ago. We had such an amazing experience our first visit that the smallest deviation is noticeable. The food was not served very hot, room temperature several times at Emiliano's and with room service. The Ocean Club however was OUTSTANDING. The gardens were beautiful and we loved the addition of the new seating. We enjoyed the wonderful trumpet player and singer. The real stars of the resort are the amazing employees: Ramon and Gerardo were so attentive, friendly and just nice to speak with. Benny and Christian, wonderful! And our sweet housekeeper Maricela took wonderful care of us! David and Pablo took great care of us during breakfast