Loft Hotel Malecon Vallarta

We stayed at this hotel for one night 1/3/26-1/4/26 and there was no running water in any of the rooms. That night my husband went to the receptionist to let them know that there was no water to shower, wash our hands, or flush the toilet (there were 4 of us in the room). To remedy this the receptionist gave him a bucket filled with water in order to flush the toilet. Mind you she gave the same exact unsanitary bucket to everyone else in the hotel that came down to complain that they did not have water. The next morning around 9am I went downstairs to the receptionist to tell her there still wasn’t any water in our room and demand a refund, she avoided my refund request. She said that the problem was due to the construction that was going on nearby and tried to resolve the issue by giving us the bucket in order to flush our toilet. She said that the water was expected to come back on in about an hour (it didn’t come back on until almost 12pm). I asked her about my refund and she tried to dodge the question a couple of times before finally saying she would check. Upon checking my reservation, she said that I had to reach out to the company that I booked through (Agoda), and the company will need to send an email requesting a refund. I called Agoda immediately. Once I got them on the phone. I went back down to the receptionist to put it on speaker so that the receptionist could tell Agoda what was needed. Agoda sent the email to the hotel within 15 minutes. Since I was supposed to check out at 12:30pm I wanted to go ahead and make sure that I took care of everything that needed to be taken care of on my end before leaving and being forgotten. I went back down to the receptionist to ask her if she had received the email and she said yes and then added, but my boss has to come in order to approve a refund. He will be here around noon. At 12 P.M. I went back down to the receptionist to see if her boss had arrived. She said that the boss was now expected to arrive at 3 P.M. My check out was at 12:30 P.M. how convenient. She told me. “did I give you my bosses card?” She proceeded to give me the bosses card and said that I could contact him. I went back to my room and attempted to call him, but the number on the card was for the front desk NOT the boss, the receptionist answered the phone, and then told me and my husband that she could not give me her boss’s phone number (She clearly had access to him to know what time he was expected to arrive, but she would not get in touch with him.) Up until this point we were nice to the receptionist, smiling and thanking her for her help whenever we spoke to her. But at this point the conversation got heated over the phone and my husband and I walked back downstairs arguing with her over the phone and then face-to-face as to why she was lying, pushing us off, and giving us the run around. She immediately called security and we called the police. A report was taken. She tried to blame the fact that there was a communication barrier, but we reminded her that she spoke perfect English with me, and perfect Spanish with my husband which was the first language of both of them. There was no language barrier. She would no longer talk to us or the police to address the situation and the security guard spoke on her behalf even though he knew nothing of what had happened or needed to happen. I’m not sure if she talked to the police after we left. The only thing that Agoda could offer me was $31.70 as a credit. I have not heard whether or not the boss ever responded regarding my refund of $158.49 During all of this other people were also complaining about the receptionist’s attitude and that they had no running water during the night and all they received was the bucket full of water to flush their toilet. Don’t waste your money here. I have videos of the water not working, when it came on, and the argument with the receptionist and security guard but am unable to upload videos to this review. I am plann

Second time staying here. Will DefinY go Back.

Location is great, close to beach and Malecon. Felipe from front desk was very friendly. We had a nice stay.