After a long day of sightseeing during a recent visit to Puerto Vallarta, I returned to my oceanview room at the Sheraton Buganvilias Resort and Convention Center to find a pleasant surprise: a plate of restaurant-quality sushi accompanied by a welcome card from the hotel staff.
The next day, awaiting my return was an artfully plated assortment of sweets, among them a sculpted chocolate centerpiece reminiscent of the agave plant, from which tequila is derived.
My curiosity was piqued. Were these the perks of being a Very Important Periodista (journalist) on a city-sponsored press trip?
The answer, it turned out, was yes — and no. True, the hotel had arranged these special deliveries for myself and others on my press trip. But these "wow moments" perks, as they're known at the hotel, are bestowed on guests of all stripes regardless of room category, at the staff's discretion: for example, a couple celebrating an anniversary or a family marking some other special occasion.
And according to Alfonso Robledo, director of sales and marketing, the initiative isn't limited to in-room amenities: Guests could experience such perks at the hotel's spa, pool area, three restaurants or elsewhere on property.
These somewhat random acts of hospitality exemplify the service philosophy at the 475-room Sheraton Buganvilias, on the southern end of Puerto Vallarta's hotel zone about 15 minutes from the airport.
"The guest experience is our priority," Robledo said. "We are focused on taking care of our guests in a more personalized way that allows us to make them feel special."
That focus on service is not at the expense of upkeep: A three-phase, $10 million renovation of the 33-year-old property, expected to take two to three years, will include major refurbishments to the guestrooms, spa and fitness center, Robledo said.
Smaller upgrades will be made to the kids' club, which offers sports, arts and crafts and other activities for ages 5 to 12; the beach club area, featuring poolside drink service; and the Gaviotas specialty restaurant, offering views of Banderas Bay to accompany its Mexican gourmet cuisine and Japanese tepanyaki station.
The renovation will also include the implementation of additional ecofriendly initiatives: Energy-saving motion sensors, already in use on three of the hotel's 15 floors, will be installed throughout the building. The Sheraton has already been certified for sustainable tourism practices by Profepa, Mexico's environmental protection agency.
An all-inclusive option initiated two years ago has been well received, with about 60% of guests — from "practically all segments, from couples, families or even groups," according to Robledo — opting for the plan.
The Sheraton's meetings facilities, comprising 15 conference and banquet rooms and exhibit space for 30 booths, cater primarily to the pharmaceutical industry, though the property is seeing increased interest from automotive and technology companies and the U.S. incentives market, Robledo said. On tap so far for 2013 are seven conferences, expected to average about 500 attendees each.
Throughout the year, the hotel is participating in Starwood's Sunsational Savings promotion, which includes a third night free, a room upgrade and a $100 resort credit. Rates begin at $178, double.
Visit www.sheratonvallarta.com.