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Covid-19 Preventive Measures

Safety & Hygiene Protocols Manual

Our hotel re-opened its doors on June 22, 2020; meeting the guidelines indicated by our authorities to operate with controlled capacity.

Earth asked us for a break, put us on pause, gave us the opportunity to reflect, learn and change, distanced us, but at the same time, made us more united. Today we are facing a new normality which has taught us that we are an integral part of a whole “everything” and invite us to be even more responsible and reinforce our institutional values in all our relationships:

Humility, Optimism, Gratitude, Amor(Love) and Respect, (HOGAR)

During this time, at Buenaventura Hotels, we´ve been working to renew ourselves. We learned and prepared for this new reality, to receive you and protect what is most important: Your Safety. Our mission is, and will continue to be, to generate experiences of leisure, fun and comfort through products and services with quality and warmth, putting your well-being first.

Our goal is to guarantee safe spaces for our dear guests, our family of associates, our suppliers and, in general, for the good of our society. To accomplish this, we have developed and implemented safety and hygiene protocols following the recommendations of the World Tourism Organization (UNWTO), The World Health Organization (WHO), our Federal, State and Municipal Governments guidelines, as well as the criteria and contributions of Puerto Vallarta’s Hotel Association. For the reactivation of Tourist activity, we have developed the following Guide that aims to inform the actions, processes and practices that Buenaventura Hotels will adopt or reinforce for the prevention and mitigation of the COVID-19 virus.

Pointing out the 5 directives under which our protocol was created: HOGAR, which stands for HOME in Spanish, to make you feel as safe as in your home.



Hygiene and Disinfection

  • Practices are implemented with the correct execution of cleaning and disinfection through techniques of aspersion and process of steam mist  of common areas and the use of products with optimal levels of chemicals. 
  • Increasing the frequency of cleaning and disinfection of frequent contact surfaces such as handles, rails, desk, tables, elevator controls panel, TV  controls, telephones, switches, hallways, kitchen, terrace, greater concentration areas such as counters, access and waiting areas, chiller system filters, among others.
  • Investment in specialized equipment for disinfection, washing, rinsing, disinfection and drying of accessories in rooms and kitchens.
  • Equipment and disinfection processes for footwear, suitcases, bags, strollers, etc.
  • The good practices and controls marked by Distintivo “H” (a federal certification for food handling) are strictly followed to continue guaranteeing the quality and  hygiene efficient  handling of food and beverages.
  • Frequent cleaning of chiller systems filters and swimming pools filters.


Order and Control

  • The recommended hygiene practices (continuous washing and correct case of hands, sneeze label, among others) will be placed clearly and visibly on screens, hallways, and common areas.
  • Keep 6ft distance while waiting in places such as check-in, check-out, access to bars and restaurants, lounge areas, etc.
  • Maids and service personnel will be assigned to an specific floor.
  • Assisted buffet will be implemented, as well as at-the-moment preparation stations and reservation is suggested in specialty restaurants.
  • Using the stairs is suggested or a maximum of 4 people ( traveling together) when taking the elevators.


Guarantee in everyone’s well-being

  • Associates, suppliers, and guest’s temperatures will be measured with a proximity thermometer considering an ideal of 99.86 F (37.7° C) as without risk.
  • Antibacterial gel dispensers will be placed in all common areas of the hotel.
  • Medical service is available with special focus to assist possible cases of COVID-19.
  • Handshake and physical contact is avoided.
  • Constant usage of mouth covers for guests is suggested.
  • The use of protective personal equipment (PPE) such as glasses, gloves, and mouth covers will be provided to all our personnel according to their job functions.
  • A sanitation kit will be provided complimentary to all guests at arrival.


Accommodations and Social Distancing

  • Hotel occupancy is reduced in the first opening phase.
  • Furniture of our common areas has been modified to respect safe distance of 6 ft.  Each  table with a capacity of no more than 6 people or by family groups.
  • Lounge and beach chairs are distributed to accomplish a safe distance. We kindly request our guest to respect this furniture distribution.
  • Not staying at bars is suggested. 
  • Rooms assignment is alternated trying to keep the greatest possible distance.



At Buenaventura hotels, guests are our reason for being and our associates are the soul of our company. Thereby, the new safety and hygiene protocols training emphasizes in our associates and our guests are strategically informed about the hotel's measures for your safety and tranquility contributing to a pleasant stay.  Honesty has always been an important piece, because if a guest or an associate shows any of  symptoms of COVID-19, they must inform the hotel staff, remember that if you take care of yourself, you take care of all of us.





1. What happens if I have a reservation in the upcoming days and I am exhibiting COVID-19 symptoms prior my arrival?

The health and wellbeing of our guests is the most important thing to us. Please review our flexible policies and terms directly with our reservations department.


2. What should I do if I become infected during my stay? Will I receive medical care?

We are committed to the wellbeing of our guests and associates. If a guest displays or has symptoms of any kind, they will be referred to our on-site doctor. The doctor can diagnose or refer you to an accredited hospital for treatment if needed. The World Health Organization and our Health experts advise that symptoms may surface 8 – 14 days after infected and recommends you return home and quarantine if asymptomatic as well as consult your doctor. We highly recommend you travel with an insurance plan that covers medical attention in foreign countries in the event it is needed.


3. If I don't feel comfortable with traveling, can I cancel or change my stay?

We at Hoteles Buenaventura value your loyalty and support and have implemented a flexible policy that allows you to cancel or change your dates during these travel dates. Please consult one of our reservation agents for assistance.


4. Will I be able to use the swimming pools and beach?

Yes, once we have the hotel in operation, the use of common public areas of our hotel will be available for our guests. Our hotel will distribute loungers and beach chairs meeting safe distancing guidelines of 1.5 meters apart, when not traveling within the same group/family of persons.


5. What cleaning protocols have housekeeping staff implemented?

When you check-in you can be certain your room has been deep cleaned and disinfected with the use of steam mist and sprays. This process can be done additionally during your stay upon request.

Cleaning and disinfection with special emphasis in areas of common contact, such as handles, rails, desks, telephone, remote controls, light switches, sinks etc. in addition to the use of steam mist. 

After room is cleaned, each room will have a sticker certifying the completion of protocols in place. 


6. Will the use of face masks be mandatory in all areas of the hotel?

The use of face masks is recommended during your stay.


7. Are there any changes to the hours of operations for bars and consumption areas?

We are operating under normal business hours.


8. Will there be animated shows, activities and theme nights?

Music will be available for your to entertainment in our bars. Live music may also be available during family hour on certain nights.

Villa Premiere: We will continue to offer entertainment programs and theme nights meeting the highest standards for our discerning guests. Program schedules are available with our concierge and front desk.


9. Will the gym be open?

The gym will be open meeting the established guidelines set forth by the authorities such as maintaining safe distancing of 1.5 meters and a reduced capacity. Certain equipment will not be available in order to preserve some of the measures in place.


10. Will the Spa be open?

The Spa will be open meeting the established guidelines set forth by the authorities.

Mind & Soul Spa will offer massage services in the interior cabins and in its open-air cabin on the jetty surrounded by the gentle sea breeze and the sound of the waves. It will be operating with controlled capacity, applying all safety and hygiene protocols.

Wet areas are temporarily suspended, until further notice.


11. Will room service be available?

Room service is available 24 hours a day with special protocols in place for delivery. Our concierge staff is available for any question regarding our service.


12. Are laundry services available?

Yes, all clothes must be prepared and separated by colors or how you would like them washed. Plastic bags are available in-room and can also be delivered.


13. What certifications does the hotel have for guest peace of mind?

Our hoteles count on: Distintivo ”H” is a recognition awarded by the Secretary of Tourism and Secretary of Health to establishments that maintain the strictest adherence to the highest level of hygenic standards in all food and beverage facilities including food and beverage preparation and storage.

Distintivo “S” is recognition of the most innovative sustainable practices in the development of projects related to tourism in Mexico under global sustainability criteria.

Raúl P escribió una opinión (20 jul)
Tepic, México72 aportes19 votos útiles
Debido al covid y a la contingencia, necesitábamos un hotel pequeño, romántico, con poca gente, que te atiendan excelente; y con todas las medidas de sanitización... y el Villa Premier fue la mejor opción, la pasamos como siempre muy bien, ya hemos ido varias veces y nunca hemos tenido problemas. Ampliamente recomendado.... El único detalle es que nos llevamos la sorpresa que la bebida de los "carajillos" no están incluidas, antes, si lo estaban.

Fecha de la estadía: julio de 2020

Consejo sobre las habitaciones: la habitación lunamielera es la mejor.
Esta es la opinión subjetiva de un miembro de TripAdvisor, no de TripAdvisor LLC.

Respuesta de Concierge Concierge, Director General de Villa Premiere Boutique Hotel & Romantic Getaway

Respuesta de 1 semana atrás
Estimado Rául P,

Valoramos profundamente su preferencia durante estos años siempre es un placer recibirlos y hacer de sus vacaciones una experiencia de descanso y relajación. Gracias por recomendarnos ampliamente, actualmente estamos trabajando con todas las medidas sanitarias posibles para cuidar de nuestros huéspedes y de nuestro staff. Lo más importante es que tengan una estancia segura con un servicio de calidad.
Para nosotros es muy valioso conocer su retroalimentación y así saber en qué podemos mejorar y anticiparnos a sus necesidades siempre con un trato personalizado y cálido.

Será un honor recibirlos de nuevo en su próxima visita a Puerto Vallarta.
Esta respuesta es la opinión subjetiva del representante de la dirección, no de TripAdvisor LLC
Claudia C escribió una opinión (12 jul)
2 aportes
El recibimiento desde que llegamos por parte de la srita Magumi, los servicios de calidad superior, el bar atendido por Aaron, Aurelio y Javier siempre hicieron muy agradable la estadía, en el desayuno y comida Raquel siempre atenta a todo lo que necesitamos, todos los platillos a la carta y las bebidas Premium excelentes, el room service excelente! Las mucamas muy serviciales. Todos en general fueron muy amables con nosotros. La instalaciones excelentes. Y los protocolos por el Covid. Woow me mantuvieron tranquila, ya que no estaba convencida de hacer el viaje. Pero de vdd puedes sentirte seguro hospedándote con ellos. El mejor hotel sin duda en Puerto Vallarta

Fecha de la estadía: julio de 2020

Tipo de viaje: Viajó en pareja

Esta es la opinión subjetiva de un miembro de TripAdvisor, no de TripAdvisor LLC.

Respuesta de Concierge Concierge, Director General de Villa Premiere Boutique Hotel & Romantic Getaway

Respuesta de 2 semanas atrás
Estimada claudiaacR9113FC,

Agradecemos profundamente se haya tomado el tiempo de compartirnos su experiencia en Villa Premiere, nos alegra saber que durante su estancia el servicio fue impecable, para nosotros es muy importante conocer su opinión y seguir mejorando y perfeccionando nuestro servicio. Actualmente estamos implementando todas las medidas sanitarias posibles para cuidar la salud de nuestros huéspedes y también la salud de nuestro staff.

Es un honor saber que nos considera el mejor hotel en Puerto Vallarta esperamos su próxima visita para consentirlo una vez más en su casa lejos de casa.
Esta respuesta es la opinión subjetiva del representante de la dirección, no de TripAdvisor LLC
Fernando Alfons... A escribió una opinión (12 jul)
2 aportes
Excelente servicio, alimentos y bebidas de muy buena calidad, personal amable y atento en especial el staff de cocina y bares te atienden siempre muy personalizados y con una sonrisa, siempre muy atentos a satisfacer tu paladar, el servicio de limpia en habitación y áreas comunes siempre muy entregados a su trabajo. La recepción de los huéspedes muy atinados siempre mucho pero muy atentos

Fecha de la estadía: julio de 2020

Tipo de viaje: Viajó en pareja

Esta es la opinión subjetiva de un miembro de TripAdvisor, no de TripAdvisor LLC.

Respuesta de Concierge Concierge, Director General de Villa Premiere Boutique Hotel & Romantic Getaway

Respuesta de 2 semanas atrás
Estimado fernandoalfonsoa,

Gracias por compartirnos su inolvidable experiencia en nombre de todo el equipo que formamos en Villa Premiere Boutique Hotel & Romantic Getaway valoramos profundamente cada una de sus palabras . Una de nuestras principales metas es hacer de sus vacaciones un momento único, lleno de pequeños detalles que hagan la diferencia. Leer su receña nos hace sentir motivados a seguir trabajando con pasión y cada día ser más empáticos con nuestros huéspedes y lograr que se sientan parte de la gran familia que formamos.

Será un honor recibirlos nuevamente en su próxima visita a Puerto Vallarta.
Esta respuesta es la opinión subjetiva del representante de la dirección, no de TripAdvisor LLC
KayJF wrote a review Jul 27
Templeton, California29 contributions6 helpful votes


I cannot rave enough about this hotel. This is our fifth visit to PV, the first at this site. Of course, being in the midst of Covid, it was a risky maneuver (maybe crazy) headed to PV. We booked through Costco Travel. Arrived at hotel and they disinfected our luggage, took our temperature and had us hit a sanitizing station. We met with the front desk, they invited us to a breakfast to discuss their membership program, which we declined and they honestly never asked again. We had the Master Suite. Hands down the best we’ve had anywhere (and I travel a lot and stay in nice accommodations for work). Huge, beautiful and functional. We used every amenity during our five day stay. It was sanitized and kept very clean. Heading down to the pool. The crowd was light because of the 30% occupancy. We had phenomenal service. The drinks were high end, not made from a mix. I especially loved the mango margarita, with chunks of fresh mango in the blend. They brought us chocolate strawberries and champagne,chocolates and tequila another day delivered to the room. The pool was wonderful, the beach view was great, but a bit rocky. An easy stroll down the beach and you reach the malecon. Meals: meals were phenomenal. They had a pre fixe meal recommendation, but offered to make anything you asked for. The view was spectacular from the restaurant and the room...back to the room...the outdoor jacuzzi tub...we used it every night! Sipping drinks and watching the sun set! Our final dinner there, they approached us and asked if we would like a special dinner...we said yes! They treated us like royalty. They were all so sweet and so attentive. To be honest, we tipped them well. In this day if you have means you should give. But they were extraordinary. The team of rockstars who served us: Raquel, Marilu, Enrique, Hugo, Francisco, Javier, Aaron, Aurelio, Adela, Rigoberto, Bryan, Cesar and Yaneth did their part to make us feel like this place was “home”...and it is indeed a place we plan to visit again soon! We currently have a reservation somewhere else in November, and I keep checking for availability and if we could move our reservation over! Thank you Villa Premiere! In this really terrible time you were a source of joy and rest! Stay safe all!

Date of stay: July 2020

Trip type: Traveled as a couple

This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

Response from Concierge Concierge, Director General at Villa Premiere Boutique Hotel & Romantic Getaway

Responded 4 days ago
Dear KayJF,

Thank you for each of your words and for taking the time to share your experience at Villa Premiere. It is very important for us to know how your stay was. We feel glad to know that since your arrival you felt comfortable and safe, seeing the sanitary measures implemented.
Without a doubt our refreshing drinks and exquisite food is part of our attraction but the most important is our staff, who do everything possible to make your vacation an outstanding experience full of details and making you feel in your home away from home.
Your compliments are truly appreciated, and we will make sure to pass them on to our entire staff.

Once again, thank you for your comments. We look forward to your next stay at Villa Premiere Boutique Hotel & Romantic Getaway.
The mango margarita will be waiting always for you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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