Review of Sheraton Buganvilias Resort & Convention Center 4*

I'm an SPG Gold Member. My family and I travel frequently. We have stayed at several Sheraton properties. I recommend staying anywhere else in PV! This has been our worst experience staying at any Starwood Property for so many reasons I'm not even going to list them all… but here are a few of the biggies. First the power was out for about 8 hours after there was a water leak in the lobby ceiling, that fried my phone charger… The next issue needs some clarification. We usually stay on the club level when we travel. We booked for 2 adults and 4 kids (we have 4 kids) in two rooms on the club level. After reading other reviews we found (they didn't inform us when booking) kids are not allowed in the club lounge. We contacted them and they confirmed but offered free breakfast which we thought was cool. After eating at the buffet which they told us is where to get breakfast they tried charging us. After explaining everything, the Front Desk Manager Ifrean basically called me a liar. It turns out they booked us as 4 adults in two rooms because kids aren't allowed on the club level AT ALL. First the restaurant in the Sheraton resort were accusing us of trying to steal (not pay for) our breakfast. Then the front desk was saying we lied when we booked the room so they were demanding was pay for the breakfast even though we have emails from the reservation staff saying otherwise. I had to spend over an hour explaining this to an SPG rep to file a complaint and they finally got that one issue resolved. All I wanted was an apology. We have had at least 3 other similar but different horrible customer service experiences since staying here for the last 5 days. We booked a bali bed but they packed them up early so we just watched the sunset on the rocks and when we asked for a refund they basically called us liars saying we used it but were just trying to get it for free (it was a whole $5). It seems the go-to here. They don't communicate, you have to ask a million questions, get everything in writing, and keep your receipts and emails or they'll call you a liar or a thief. No doubt we will stay elsewhere on our next stay. Be warned these do not seem like isolated incidents but a culture of distrust within the resort. We have traveled in Mexico and I don't it's a Mexican thing, This is something going on within the resort. I would like to say though that the club lounge staff repeatedly offered 5 star above average service (thank you Calanderio and Efrean in the club lounge) but the management and other customer service experiences weigh heavily in our review as they represented 95% of our experience.