We are Vidanta (Grand Mayan) owners with something like $60K of 'equity' in our account, booked a 2-bedroom unit 11 months ago for 2 weeks with our 'A Profile' status, paid almost $2 K in maintenance fees and arrived at Nuevo Vallarta in mid-Feb to be told that the only unit available was on the first floor. The building has nine floors. The 'A Profile' clearly states we should have 'the most desirable rooms' and can make 'special unit requests' (which we did 11 months ago for a high floor). No amount of discussion at check-in would change this outcome. In fact, one week later, a higher unit was offered but we had 4 guests and a baby with us and the hassle of moving was a bigger issue. We talked to several other owners on higher floors who had booked after us and one person who was offered a higher floor for upgrading after a sales presentation so obviously the 'A Profile' promise is a sham.
Second problem. Our rental car was damaged by valet parking and promptly reported to the concierge team who promised a 48-hour investigation. Five (5) days later, we were told that the investigation concluded the damage was done outside but they would not show me any conclusive photographic proof. Furthermore, my inital inspection card had been changed to show the damage. I have a photo of the original showing no damage. The best they could do was refund my parking charges. Grupo Vidanta (according to on-site banners) is celebrating '40 years of happiness" - clearly for them, not owners. There are some wonderful staff at this resort but they are not in management or empowered (apparently) to treat customers with respect. Avoid - avoid - avoid!
Grupo Vidanta Reviews
We are Vidanta (Grand Mayan) owners with something like $60K of 'equity' in our account, booked a 2-bedroom unit 11 months ago for 2 weeks with our 'A Profile' status, paid almost $2 K in maintenance fees and arrived at Nuevo Vallarta in mid-Feb to be told that the only unit available was on the first floor. The building has nine floors. The 'A Profile' clearly states we should have 'the most desirable rooms' and can make 'special unit requests' (which we did 11 months ago for a high floor). No amount of discussion at check-in would change this outcome. In fact, one week later, a higher unit was offered but we had 4 guests and a baby with us and the hassle of moving was a bigger issue. We talked to several other owners on higher floors who had booked after us and one person who was offered a higher floor for upgrading after a sales presentation so obviously the 'A Profile' promise is a sham.
Second problem. Our rental car was damaged by valet parking and promptly reported to the concierge team who promised a 48-hour investigation. Five (5) days later, we were told that the investigation concluded the damage was done outside but they would not show me any conclusive photographic proof. Furthermore, my inital inspection card had been changed to show the damage. I have a photo of the original showing no damage. The best they could do was refund my parking charges. Grupo Vidanta (according to on-site banners) is celebrating '40 years of happiness" - clearly for them, not owners. There are some wonderful staff at this resort but they are not in management or empowered (apparently) to treat customers with respect. Avoid - avoid - avoid!