Massage/treatment rooms

Reviews of Casa Dona Susana

3.5 out of 5
Casa Dona Susana
Manuel M Dieguez No 171, Puerto Vallarta, JAL

Reviews

8.6

Excellent

Rating 10 - Excellent. 523 out of 1002 reviews" "
Rating 8 - Good. 307 out of 1002 reviews" "
Rating 6 - Okay. 87 out of 1002 reviews" "
Rating 4 - Poor. 57 out of 1002 reviews" "
Rating 2 - Terrible. 28 out of 1002 reviews" "

9.0/10

Cleanliness

9.0/10

Staff & service

7.8/10

Amenities

8.4/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

8/10 Good

David

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The location is great. The beach and tons of restaurants are all within a few minutes. It felt very safe due to the front desk staff and security in the area. We had an issue with our room the first night and the staff was going to make us pay to switch rooms because the only room available was an upgrade, but in the end, they agreed to upgrade our room for no charge.
Stayed 6 nights in Mar 2024
Response from General Manager. on Mar 14, 2024
All of your kind words about your stay with us are great to hear. We are grateful for your compliments towards our staff, whose kindness and helpfulness is one of our hotel's greatest strengths and we promise to congratulate them all on your behalf for their contribution to your wellbeing whilst in our hotel.Again we thank you for this very kind review of our hotel and we look forward to serving you again in the future.

10/10 Excellent

Gabriel

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very clean and quiet hotel on a side street. Excellent location close to many restaurants and stores, 1 block from the beach.
Stayed 4 nights in Mar 2024
Response from General Manager. on Mar 14, 2024
We are grateful for your compliments. we thank you for sharing your experience with us and look forward to serving you again soon.

10/10 Excellent

james

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The VIP perk for one was extended to my wife as well so we had a wonderful breakfast each day of our stay. Issues were handled immediately and the hotel decor was appealing. If we go back to Peurto Vallarta it would book again. We did not opt for all inclusive as so many great restaurants are within walking distance. The metamorphosis spa is around the corner very good and always booked solid highly recommended.
Stayed 17 nights in Feb 2024
Response from General Manager. on Mar 10, 2024
Thank you for choosing us as your Puerto Vallarta holiday destination and we appreciate you sharing your impressions of your experience at our hotel.We are very pleased to hear that you enjoyed another fantastic stay at our hotel.we appreciate you for sharing your experience with us and look forward to serving you again soon.kindly regards.

8/10 Good

Karen

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property is in an excellent location and has a beautiful roof top pool with food and drink options! The “Barman” was friendly, hilarious and the service outstanding! Big perk is you have access to two properties with Los Arcos providing a nice beach front option!
Stayed 4 nights in Mar 2024
Response from General Manager. on Mar 7, 2024
Greatings.We appreciate you for this wonderful review, it has been a pleasure for us to read and we look forward to serving you again soon.

10/10 Excellent

Kathy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Mar 2024
Response from General Manager. on Mar 7, 2024
Greatings.Thank you for choosing us as your Puerto Vallarta holiday destination. We appreciate that you have shared your experience at our hotel.Once more we thank you for sharing your experience with us and look forward to serving you again soon.

8/10 Good

alun, Cardiff

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely rooftop cafe bar and pool.
Stayed 9 nights in Feb 2024
Response from General Manager. on Mar 7, 2024
Greatings.We thank you for this very kind review of our hotel and we look forward to serving you again in the future.

10/10 Excellent

Stephanie

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 9 nights in Feb 2024
Response from General Manager on Mar 4, 2024
Dear Stephanie, thank you very much for choosing u has host during your stay in the city, we hope to see you again very soon for show you all the improvements that we will have for you and your loved ones. Cordially, General Manager.

10/10 Excellent

Rebecca, Charlotte

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
LOVED this stay!! We specifically wanted a place that would be simple and comfortable so we could spend our days exploring the city and beaches. This place was PERFECT! Centrally located to all the cool bars and great restaurants in Old Town. Beautiful hotel and gorgeous rooftop pool.
Stayed 3 nights in Feb 2024
Response from General Manager. on Mar 2, 2024
Thank you for the great feedback of your recent holiday experience. We are grateful to create unforgettable memories on your vacation.Again we thank you for this very kind review of our hotel and we look forward to serving you again in the future.

8/10 Good

Liisa

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Excellent location. Efficient staff. Room was dark with no balcony or windows.
Stayed 28 nights in Feb 2024
Response from General Manager. on Mar 2, 2024
Dear guest, We always find it nice to read that our guests went home with great holiday memories and we are very grateful for the time and effort you spent to share your personal experience.We look forward to welcoming you back again very soon.

10/10 Excellent

Scott J.

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Front balcony rooms are nice as they were recently remodeled.
Stayed 7 nights in Feb 2024
Response from front balcony on Feb 28, 2024
We appreciate your comments.we hope your return soon.best. regards.

8/10 Good

william

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 5 nights in Feb 2024
Response from General Manager. on Mar 2, 2024
Thank you for the great feedback of your recent holiday experience.We are grateful to create unforgettable memories on your vacation. We look forward to serving you again in the future.

8/10 Good

Megan, Independence

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice location and great amenities at sister property. Our room didn’t even have an exterior window. Loud sounds at night… machines? Great location to restaurants, things to do, and beach. Staff was very friendly.
Stayed 5 nights in Feb 2024
Response from great location on Feb 28, 2024
Unfortunately we had maintenance details but everything was resolved as soon as possible, we hope that your expectations about our brand do not change and you continue coming to your second home, Casa Susana.

2/10 Terrible

Daniel

Traveled with group, Traveled with partner
Disliked: Cleanliness, staff & service
Checkin took forever. The bed linnen had not been changed when we arrived. We noticed when going to bed that they had just made the bed with peevious guests linnen. Room and fascilities was not very well cleaned.
Stayed 4 nights in Feb 2024
Response from Casa Dona Susana on Feb 17, 2024
We are very sorry for what happened.We appreciate your comments so we can improve and provide the best quality service possible.We guarantee that your next stay will be a memorable experience.Kindly regards.

2/10 Terrible

Galina

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Feb 2024
Response from General Manager on Feb 27, 2024
Dear Galina, thank you very much for choosing us as hosts during your stay in the city, we regret not having exceeded your expectations on this occasion, we will continue working on our areas of opportunity to offer a renewed experience to all our guests. Cordially, General Manager.

8/10 Good

Lori

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
This is a traditional Mexican hotel, with friendly, helpful staff. It is conveniently located near the Malecon, beach restaurants and bars, and all the Zona Romantica has to offer. The rooftop pool/lounge is clean and relaxing. Walk over to its sister property, Los Playas Arcos, to use the beach and restaurant. Stay there if you prefer a resort experience. Skip the all inclusive options because there are so many affordable and delicious options to explore in the area. The only negative is that the rooftop bar closes at 4 pm.
Stayed 7 nights in Feb 2024
Response from A special place in the heart of the romantic zone on Feb 17, 2024
We appreciate your excellent comments, we will verify why our snack closed earlier than established since the service hours are from 11 am to 5 pm.We hope for your return soon.kind regards.

10/10 Excellent

David

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean, friendly excellent location. Good value.
Stayed 3 nights in Feb 2024
Response from relaxing destination on Feb 9, 2024
We appreciate your good feedback, thank you for choosing us as a relaxing destination.

6/10 Okay

Syd

Liked: Property conditions & facilities
Disliked: Cleanliness, staff & service, amenities
Historic, quaint hotel with a pretty courtyard. Room was dark & sterile. Bathroom was gross. Rooftop was nice but pool was cold & rooftop food/beverage service was extremely limited. It was a nice 2-star dated hotel near the beach but in a bad location.
Stayed 2 nights in Feb 2024
Response from General Manager on Feb 7, 2024
Dear Syd, thank you very much for choosing us as hosts during your stay in this beautiful city, we are sorry to know that we have not exceeded your expectations on this occasion; However, thanks to your observations we will be working together with our departments involved to improve and create a better stay for all our guests.Sincerely, General Manager.

10/10 Excellent

Daniel, Mississauga

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent, convenient location, attentive, friendly staff, lovely room.
Stayed 7 nights in Jan 2024
Response from General Manager on Feb 4, 2024
Dear Daniel, thank you very much for choosing Casa Dona Susana as your host hotel during your stay in the city. We are happy to know that you enjoyed unique moments, with the warm service that our entire team provided you, as well as an amazing location, amenities and more. .We hope to welcome you on your next visit to create more and better experiences with your loved ones.Sincerely, General Manager.

6/10 Okay

Tony

Traveled with family
Disliked: Staff & service
Property is good. Rooms are average and smelly. Maids are terrific, but front desk staff is bad. Slow and feeble at their jobs (especially Joel)
Stayed 3 nights in Jan 2024
Response from General Manager on Feb 1, 2024
Dear Tony, thank you very much for choosing us as hosts during your stay in the city, we regret that on this occasion we have not completely met your expectations, we will take action with the areas involved to improve and provide you with an amazing stay on your next visit.Sincerely, General Manager.

10/10 Excellent

Wade

Great location! Great rooftop pool atmosphere
Stayed 3 nights in Jan 2024
Response from General Manager on Feb 1, 2024
Dear Wade, thank you very much for choosing us as your hosts during your stay in the city; We are very happy to know that you enjoyed our facilities, which were recently updated to create a more pleasant environment for you and your loved ones.We hope to welcome you very soon in this home to create more and better moments.Sincerely, General Manager.

10/10 Excellent

Grady

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great hotel and excellent service from the entire staff. Love this area and will be staying again in the future.
Stayed 3 nights in Jan 2024
Response from General Manager on Jan 23, 2024
Dear Grady, thank you very much for choosing Casa Doña Susana Hotel as your host during your wonderful vacation in the city. We are pleased to know that the service of our entire team, together with our recent updates, achieved its objective, thus creating unique and wonderful moments.We hope to welcome you again in this your home to create new memories.Sincerely, General Manager.

6/10 Okay

Daniel

Traveled with group
Liked: Cleanliness, staff & service
Disliked: Amenities
The staff is friendly and very helpful. The property itself is old. My room had a musty odor and there was construction or renovation noise all day. It is an adult only hotel so that was a plus.
Stayed 4 nights in Jan 2024
Response from General Manager on Jan 23, 2024
Dear Daniel, thank you very much for taking the time to tell us a little about your stay at Casa Dona Susana Hotel. We regret that on this occasion we have not completely met your expectations, in addition to the noise you tell us about. We will review with the departments involved to improve our areas of opportunity and, thus, be able to provide you with a renewed experience with your loved ones the next time you decide to visit us.Sincerely, General Manager.

8/10 Good

Dustin

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Quaint little hotel off the main streets. Has a very boutique hotel look. Property was clean and well maintained on the exterior, however the rooms are in need of a major update.
Stayed 2 nights in Jan 2024
Response from General Manager on Jan 21, 2024
Dear Dustin, Thank you so much for choosing us as your host for an amazing city vacation. We are happy to know that you enjoyed the amenities that we have so lovingly provided for you; On the other hand, we will take your observations into account to continue improving and thus be able to create unique moments with your loved ones.Sincerely, General Manager.

8/10 Good

Jennifer

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Rooms are small and bathroom is really small but the location is excellent and it's so quiet at night. We enjoyed the rooftop deck and pool and the staff was helpful. We would go back.
Stayed 2 nights in Jan 2024
Response from General Manager on Jan 21, 2024
Dear Jennifer, we appreciate the valuable time you took to tell us a little about your stay, we are sorry that the size of our rooms was not adequate; However, we are happy to know that you enjoyed great service, rooftop and location.We will continue working to renovating our facilities and creating better rooms so you can enjoy a renewed experience.Sincerely, General Manager.

10/10 Excellent

Patricia

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
Nice location close To the beach, restaurants and shopping. Staff was excellent.
Stayed 5 nights in Jan 2024
Response from General Manager on Jan 19, 2024
Dear Patricia, thank you very much for taking a moment out of your day to tell us a little about your stay; in which, you enjoyed an amazing location, along with the warmth of our entire team.We hope to have the opportunity to welcome you very soon in this your home, to continue creating unique moments and experiences.Sincerely, General Manager.

10/10 Excellent

Tracy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 7 nights in Dec 2023
Response from General Manager on Jan 9, 2024
Dear Tracy, thank you very much for choosing us as hosts during your stay in the city, we appreciate you taking the time to give us your review.We hope to welcome you very soon in this home to create unique and unforgettable moments.Sincerely, General Manager.

4/10 Poor

Aaron

Traveled with partner
Liked: Cleanliness
Disliked: Amenities
The housekeeping staff was friendly and efficient. Unfortunately the front desk and the Los Arcos system of running a hotel is potentially vacation-ruining. Will not stay here again and strongly recommend others do not as well.
Stayed 6 nights in Dec 2023
Response from General Manager on Jan 8, 2024
Dear Aaron, first of all, we want to thank you for giving us the opportunity to be your hosts during your stay in the city; On the other hand, we sincerely apologize for not having met your expectations during this occasion, day after day we look for ways to improve and provide all our guests with the best experiences.We hope to see you again very soon to show you all the improvements that we will have. Sincerely, General Manager.

8/10 Good

Maria

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing location with tons of restaurants around the property. Location is perfect! Easy access to the beach and boardwalk. The pool’s environment is so calm and the hotel atmosphere makes you feel like you are in a small villa with the beautiful decorations. The room we stay was perfect for 2, but the bathroom was very small with no much room for our stuff. Staff were friendly!
Stayed 5 nights in Dec 2023
Response from General Manager on Jan 8, 2024
Dear Maria, thank you very much for choosing us as hosts during your stay in the city, it fills us with joy to know that you enjoyed great moments and amenities in the company of your loved ones; On the other hand, we will take your observations into account to work with the areas involved and continue working on the updates we will have so that you can enjoy a renewed stay on your next visit.Sincerely, General Manager.

10/10 Excellent

Jeffrey

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This place was great! It is right in the middle of everything but down a small street so it's still quiet at night. Roof deck pool was very nice and the staff was awesome. Would definitely recommend to friends.
Stayed 7 nights in Dec 2023
Response from General Manager on Dec 31, 2023
Dear Jeffrey, thank you very much for choosing us as hosts during your stay in the city, it fills us with joy to know that you enjoyed unique moments in the company of your loved ones, as well as great service and attention from our entire team.We hope to welcome you very soon in this your home to continue creating memorable moments.Sincerely, General Manager.

10/10 Excellent

Vincent Lee

Stayed 7 nights in Dec 2023
Response from General Manager on Jan 18, 2024
Dear Vincent Lee, thank you very much for taking the time to provide us with your review.We are very happy to have received you, we hope to see each other again very soon to continue creating great moments.Sincerely, General Manager

8/10 Good

Michael

Traveled with partner
Liked: Cleanliness, staff & service
Nice and quiet, good location
Stayed 7 nights in Dec 2023
Response from General Manager on Dec 29, 2023
Dear Michael, thank you very much for choosing us as hosts during your stay in the city, as well as for the time you took to tell us about your visit.We hope to have the honor of welcoming you again to show you the improvements we are working on.Sincerely, General Manager.

6/10 Okay

Michael

Liked: Cleanliness, staff & service
Stayed 2 nights in Dec 2023
Response from General Manager on Dec 25, 2023
Dear Michael, thank you very much for taking a moment out of your day to give us your valuation, we are happy to have given you a pleasant experience.Thanks to your preference and support, we will continue working to improve your future stays and thus be able to create new experiences.Sincerely, General Manager.

8/10 Good

William, Nelson

Traveled with partner
Liked: Cleanliness, staff & service
Elevator did not work.
Stayed 3 nights in Dec 2023
Response from General Manager on Dec 24, 2023
Dear William, we thank you for choosing us as hosts during this vacation, we hope you have enjoyed the warmth and service that has characterized us for so long. On the other hand, we apologize for the inconvenience with the elevator. It was immediately reported to the company and is operating normally.We hope you give us the opportunity to improve and surpass this experience during your next stay.Sincerely, General Manager.

8/10 Good

GC

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Access to the pool and beach at Los Arcos made the stay very enjoyable. Breakfast buffet was substantial.
Stayed 3 nights in Dec 2023
Response from General Manager on Dec 20, 2023
Dear GC, thank you very much for choosing us as hosts during your vacation, we are happy to have received you and provided a pleasant experience with your loved ones.We will continue working to exceed your expectations and provide you with the best.Sincerely, General Manager.

8/10 Good

Dannie Louise, Vancouver

Lovely people and great neighbourhood.. only issue is some of the rooms ( ie one I booked with Expedia) are like cells with no natural light. The ones with balconies are great ( but it’s an upgrade) Elevator doesn’t work but it’s only 4 flights to great rooftop
Stayed 7 nights in Dec 2023
Response from General Manager on Dec 20, 2023
Dear Dannie Louise, thank you very much for taking the time to tell us a little about your amazing stay, thanks to your preference, as well as your observations, we will continue working to improve as much as possible and thus offer you unforgettable moments with your loved ones.Sincerely, General Manager.

8/10 Good

ROGER

Liked: Cleanliness, staff & service
In my room everything worked. … hot water, comfortable bed, good AC. Nice rooftop pool area…now with food & beverages. The elevator worked well when it was in service, which was inconsistent. Having to use the steps presented problems for some guests. Staff was kind and spoke accceptable English.
Stayed 4 nights in Dec 2023
Response from General Manager on Dec 20, 2023
Dear ROGER, thank you very much for choosing us as hosts during your stay in the city, it fills us with joy to know that you enjoyed amazing moments accompanied by our entire staff.We will take your comments into account to continue working to improve your experiences, and thus be able to create unique and memorable moments.Sincerely, General Manager.

6/10 Okay

Jane Elizabeth

Traveled with family
Liked: Cleanliness, staff & service
Response from General Manager on Feb 5, 2024
Dear Jane, thank you very much for choosing us as hosts during your visit to this beautiful city. Thanks to your preference, we will continue working to continue improving our facilities and be able to change your experience the next time you decide to visit us.Sincerely, General Manager.

8/10 Good

David

Liked: Cleanliness, staff & service, property conditions & facilities
Good location. Pleasant decor. The staff was very friendly and helpful. The only complaint I have is the room I booked was VERY small. There were two windows that had shutters that opened to the adjacent building which was actively under construction. The main window looked into the interior courtyard. The rooftop lounge and pool were nice. The hotel has 2 sister hotels almost next door to each other whose facilities I was able to use, which was appreciated. I probably shouldn't complain considering I only paid about $120 CAD per night.
Stayed 7 nights in Nov 2023
Response from General Manager on Dec 11, 2023
Dear David, thank you very much for choosing us as hosts during your stay in the city, we are very happy to have received you and provided a first-class service; We will take your comments into account to continue improving and thus be able to offer you unforgettable moments with your loved ones.Sincerely, General Manager.

10/10 Excellent

Ronaldo

Liked: Cleanliness, staff & service, property conditions & facilities
Front desk are awesome
Response from General Manager on Feb 7, 2024
Dear Ronaldo, thank you very much for choosing us as hosts during your stay in the city, we are very happy to know that you received amazing treatment from our entire team.We will continue working to create unforgettable moments in each of your next visits, enjoying the updates we recently made.Sincerely, General Manager.

10/10 Excellent

Charles

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Convenient area but too much construction in and around the property. Very noisy.
Stayed 10 nights in Nov 2023
Response from General Manager on Nov 26, 2023
Dear Charles, we are glad to know that you enjoyed a comfortable stay; However, we regret the inconveniences with the construction, we will continue to update so that you have a wonderful experience on your next stay.Sincerely, General Manager.

10/10 Excellent

M

Liked: Room comfort
Great stay
Great stay, close to beach, close to everything. Quiet location although there is still renovation/construction work ongoing. Didnt bother me as there was no noise during my weekend stay. Staff decorated my room for my birthday, wonderful surprise, thank you Luis! Higjly recommend
Stayed 2 nights in Nov 2023
Response from General Manager on Nov 26, 2023
Dear M, thank you very much for taking a moment of your day to tell us a little about your great experience at Casa Doña Susana hotel, we hope to have the honor of welcoming you very soon in this your home to continue creating great moments with your loved ones.Sincerely, General Manager.

10/10 Excellent

Dina

Stayed 10 nights in Nov 2023
Response from General Manager on Nov 19, 2023
Dear Dina, thank you very much for taking the time to give us your review about your experience at Casa Doña Susana, we are happy to have received you and provided you with a unique experience with the great service of all our staff.We hope to have the honor of welcoming you very soon in this your home to continue creating unforgettable moments.Sincerely, General Manager.

8/10 Good

Jonathan

Stayed 5 nights in Nov 2023
Response from General Manager on Dec 10, 2023
Dear Jonathan, thank you very much for choosing us as hosts during your stay in Puerto Vallarta, we are very happy to have received you and provided a great service together to our entire team.We hope to welcome you very soon in this home to continue creating unique moments.Sincerely, General Manager.

6/10 Okay

Qiwei

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
5stars to staff. 3 with overall experience. Constructions noise next door makes sleeping and rest impossible during day time.
Stayed 3 nights in Nov 2023
Response from General Manager on Nov 14, 2023
Dear Qiwei, thank you very much for telling us a little about your stay at Casa Doña Susana, we are sorry for the inconvenience, as well as for not having completely met your expectations; Thanks to your observations, we will continue working on improving our facilities to create great moments. Sincerely, General Manager.

6/10 Okay

Gary

Liked: Cleanliness, staff & service, room comfort
Disliked: Property conditions & facilities
Stayed 4 nights in Nov 2023
Response from General Manager on Nov 13, 2023
Dear Gary, we are sorry that your stay was not as satisfactory as you expected, we will work together with all our departments to improve and, thus, be able to offer you a renewed experience the next time you decide to visit us.Sincerely, General Manager.

10/10 Excellent

Jorge, Seattle

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything about this hotel , value ,location, breakfast included and the employee's. I feel so bad that i forgot the name of our amazing housekeeping maid ,she was so kind ,professional. I hope she gets credits.
Stayed 7 nights in Oct 2023
Response from General Manager on Nov 7, 2023
Dear Jorge, thank you very much for taking a moment of your valuable time to tell us about the great experience you had at Casa Doña Susana, we are happy to know that our entire team provided you with first-class service; We hope to have the opportunity to welcome you very soon to continue creating unforgettable moments, with our warmth that has distinguished us for so long.Sincerely, General Manager.

8/10 Good

Candi

Traveled with partner
Liked: Cleanliness, staff & service
We booked the Casa Susana when we got hotel it was closed because of construction. The Hotel staff accommodated us at The Los Arcos Suites. It was a bit noisy there with all of the construction, but the staff was wonderful at the suites, and at the Playa Los Across. thank you to Staff members, Juan Jose, Alexander, the bartender, Carlos, the beach, waiter, Emilio who sets up chairs and umbrellas on the beach, and also to our waiter Mel, who took care of us our last night at the new restaurant they have.
Stayed 7 nights in Oct 2023
Response from General Manager on Oct 30, 2023
Dear Candi, thank you very much for choosing us as hosts during your stay in the city, we regret not having had the opportunity to receive you at Casa Dona Susana, currently, we are updating ourselves to make your visits experiences of another level, we very much look forward to your return show you the improvements we will have for you and your loved ones.Sincerely, General Manager.

2/10 Terrible

Shelly

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This place is closed! I made the reservation 5 months ago. Got there and the hotel is shut down. They moved us across the street. No VIP. No room service. No All Inclusive. You get 2 bottles of water a day. Have to go down to the lobby between 7-9am if u want a 2oz cup of coffee out of a thermos. They did have room service daily which was great service. We came back to a very clean room everyday. Room is very old. I watched the renovation going on at the Dona Susana I was supposed to stay at. They gave us a bracelet that allowed us food from a buffet at another hotel on the corner. Was not allowed to use the pool at that restaurant because we weren’t staying there. Said if we wanted to move to that hotel Acros it would be and extra $70 a night. I was very disappointed with our entire vacation that we planned way far in advance to be perfect. This is not an all inclusive by any means. Very very disappointed!!!
Stayed 5 nights in May 2023
Response from General Manager on May 26, 2023
Dear Shelly. First of all, we want to offer you a sincere apology for what happened, in addition to not meeting your expectations during your stay.For us, the most important thing is to make your visit a unique experience, surrounded by great service, attention, cleanliness and with delicious dishes and drinks prepared by the best chefs and bartenders.Thanks to your observations, we will take your comments into account to work on each and every one of them to improve and offer you an unforgettable experience.We hope you give us the opportunity to show you why we are a great lodging option in this city.Cordially, General Manager.

8/10 Good

Tara

Traveled with partner
Liked: Cleanliness, staff & service, amenities
The hotel is romantic and charming. Decor and flora/fauna have character and make for an enjoyable stay. Staff was friendly and hotel is well kept. Rooftop pool is such a great feature but unfortunately it was closed during our stay and we weren't notified ahead of time. The location can't be beaten, the food was great, and the service at Playa Los Arcos was fantastic - always someone available to help. We were able to use the facilities at the sister hotels which are very close but we mostly used the beach as the pools were very busy and had a lot of young families (loud/splashing, etc.) and we booked Casa Dona because it was adult only. Saying that, the hotel itself was quiet and waking up to the sounds of birds in the courtyard was so nice. Lots of pillows and clean bedding every day, but a comforter or heavier quilt other than a thin blanket would be a nicer touch. The rooms are very, very small so if I stayed again, I would spend the extra money and get the superior room with the large windows and more space. Overall, it was a great experience and I would return again - I would just get the bigger room and make sure the pool was guaranteed to be open!
Stayed 7 nights in Apr 2023
Response from General Manager on Apr 22, 2023
Dear Tara, thank you very much for choosing our beloved Hotel Casa Dona Susana as the host of the fantastic vacation you had during your stay in Puerto Vallarta; It is a real pleasure to receive you and offer you the best attention and service of all.Thanks to all your love and the recommendations you give us, we set ourselves the task of improving our facilities by going through a remodeling process for which we will be closed until further notice.We hope to have the honor of receiving you very soon in this your home, to continue creating more and better moments together for all your loved ones and that they can enjoy the improvements that we will have.Cordially, General Manager.

6/10 Okay

garth

Liked: Property conditions & facilities
Stayed 2 nights in Apr 2023
Response from General Manager on May 9, 2023
Dear garth, thank you very much for taking the time to rate us, we are sorry that your stay was not as satisfactory as you expected; Thanks to your love and support, we took on the task of updating ourselves, to create more comfortable spaces for you and your loved ones, hoping that you will give us the opportunity to show you our improvements very soon.Cordially, General Manager.