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Reviewed 3 April 2018

I have never given one star reviews but we were kidnapped by hotel security at his hotel due to their credit card machine breaking. Our flight home from Puerto Vallarta was very early in the morning and we informed our hotel staff the last night and asked if we could pay for the $80 resort fee on our credit card. They assured us it was fine and we should pay in the morning. That morning we wake up very early to leave as we have a rental car to fill up and return. We told the guard we would like to pay and leave. He scanned our card for 20 minutes and said that the machine had "no connection" but our card was not declined. We told him we could not wait any longer and gave him the last of our cash which was about $50. This is the best we could because it was not our fault their credit card machine was broken. He said we needed to go to an ATM with him outside of the Villa. We told him no we do not have our debit cards. We are now begging him to let us out as we are running very late and he had us LOCKED in the house. We make a deal with him to take the $20 we had to use on the rental car if we could fill up at the local gas station with our credit card and if not then we cant pay any more. He agrees and finally lets us out. When we get to the gas station they say they do not accept card. He now threatens us if we do not go with him to another hotel that "we would not be leaving Mexico" as he dials someone unknown on his phone. We are extremely scared and pleading to let us leave but we are now kidnapped by this security guard and are about to miss our flight that we are now 40 minutes late for so we have no choice but to go with this man to a random hotel at 6 in the morning. He takes us to a hotel that we had never seen and proceeds to charge us the full amount of $80 even though I gave him $50 in cash. After paying we were finally able to run away to our rental car and barely made our flight.

It is very sad that I have to write this review because we usually have such an awesome and safe time in Mexico. Unfortunately some businesses in Mexico believe that they can operate this way. I would seriously not recommend staying here. Something as simple as a broken credit card on their end could end up getting you stuck in Mexico or worse.

  • Stayed: March 2018, traveled as a couple
    • Value
    • Service
2  Thank ryansammer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Villa_Divina, Director General at Villa Divina, responded to this reviewResponded 2 August 2018

Dear guest:

We appreciate the time you took to share with us your review regarding to your stay at Villa Divina and we thank you for choosing this place for your vacation, our mission is to exceed the expectations of our guests with the best attention and quality in our service. We apologize for all the inconveniences during the check out procedure, we are making our best to offer the best service, as you know we had request for the full payment at your checkin that is the correct procedure to avoid this kind of inconveniences. We will take in count your words for be better. We hope you come back soon and really enjoy your stay with us.

Warm regards

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 2 August 2018 via mobile
Google Translation

Stayed: August 2018, traveled as a couple
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Villa_Divina, Director General at Villa Divina, responded to this reviewResponded 2 August 2018
Google Translation

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.