Krystal Grand Puerto Vallarta

We were at the resort for a week, over Christmas and were pleased with the way the resort celebrated the holiday particularly the Christmas Eve dinner, the turkey was amazing! Well done, chefs. The resort itself is older and shows signs of its age however, we could see that they are actively working on updates throughout the resort. The rooms were a little dated but clean, special shout out to our lovely housekeeper, Lourdes. She was very friendly and did a lovely job in cleaning our rooms. I also found the bed to be quite comfortable. The food at the buffet was good, especially breakfast, Fernando did an amazing job with the omelettes and “special” egg orders. We also enjoyed the food and spectacular service at all three al a crate restaurants. The real highlight of this resort were the staff and service they provided. In addition to the above mentioned, Some true stand outs for us were Omar, Oscar, Alexis, Alejandro, and Emma in the restaurants/ buffet and Christian at the poolside. I wish I had gotten the name of the lovely young lady working at the Bonita, she remembered my coffee order after 2 days and was always so pleasant. Daniel kept the poolside crowd happy and involved in the activities the resort hosted. He often stopped in to check on us to make sure we were enjoying ourselves. Again, I wish I knew all of their names but every staff member that we had interaction with, was pleasant and eager to assist. I look forward to returning to the resort to try the Hacienda side, in the near future.

I am only giving this two stars because the bell boys were awesome and helpful. Other than that, STAY FAR AWAY. If you book, ONLY stay on the Hacienda side. We only booked a king size mountain view, in the tower because we were there for a wedding last minute. They gave us two double beds. Upon asking for the correct room, the front desk hung up, and never called back. We called again, there's no more king beds. The floors in the rooms are filthy and covered in dust. Your feet will be covered in dirt from the room alone. The food options are NOT worth the all inclusive price, absolutely horrendous food options and cooking. The food options are a scam with limited. hours and there is only two bars. Mexico is famous for their gastronomy, this hotel should be ashamed/embarrassed of the food they serve. There was water leaking from the supply closet in the hallway, my boyfriend nearly tripped and fell, all before entering the room. The floors are constantly wet from people going to and from the beach and pool and are not maintained, on our last night the floor was so wet and slippery I fell and broke my hand and received a minor head injury. I had to go to the ER, and now have broken bones because of their negligence to the water on the floors. This place is negligent, false advertisement, catfishing. My family is from Nayarit, you are better off staying on the Nuevo Vallarta side, this place is HORRENDOUS with disgusting food. The sushi place is a joke, it has one roll, just go into the city center get sushi, and don't be scammed by this place. The waiter might also cuss you out under his breath while cleaning the table. Your better off staying next door at The Peninsula.

This hotel is a mess for an all inclusive resort extremely exhausting to deal with it. I stayed there with my boyfriend and my family to attend a wedding. I was expecting to relax, celebrate and have fun but that wasn’t the case at all. Firstly beware the rooms are not as advertised at all! All the guests attending the wedding were paying for suites and told we were getting suites with the wedding package offered by the hotel and instead we were given the most generic rooms in the hotel. After knowing that since we didn’t get what we paid for, we asked for a refund or compensation but the hotel refused to do so. A scam in broad daylight at a wedding was shocking. Secondly, the room they gave us was awful. As soon as my boyfriend and I walked into it we were taken aback by the smell of mold that was intoxicating. We could barely spend an hour in the room without feeling ill, we had to leave our luggage on the balcony for it not to smell. Unable to even sleep in the room we immediately had to go complain and change rooms. Thankfully we were moved to a less smelly room the same night, but it’s crazy to think not even a few hours in and there’s issues at check in. The last thing you want to deal with after a long day of travel would be this. Half of the guests attending the wedding had to change rooms at least once because of lack of cleanliness, maintenance or mold. Even then the room given to us wasn’t up to par, the shower kept leaking out into the room whenever it was used, we had to use hand towels and the floor mat would end up drenched from it. Bathroom door barely closed and was separated by glass.The room also still smelt like mold but less potent than the other one so we settled but weren’t happy. We slept with the AC off because when it was on the smell of mold would be more intense. So at night my boyfriend and I were uncomfortably hot. The cleanliness of our room was also questionable. The wifi across the resort never worked other than in your room or lobby. The couches throughout the hotel were stained and dirty did not want to sit on them. All I can say is the staff on the Hacienda side of the resort were extremely friendly and nice especially Carlos. This wasn’t my first time in Mexico and my family and I have stayed at 3 star hotels that had better amenities and service than this place. Would definitely avoid if you don’t want to be tired after your stay here and exposed to mold for several days.

The service and location are amazing. Alexis, Christian, Daniel, Sandra and Emma made our stay with their great customer service. The hotel is undergoing renovations and will be great once completed but the location makes up for it. Our room was beautiful and the view was fantastic, however, the air conditioner didn't work and there were issues with the hot water. Food is delicious at all the restaurants but with limited options during the day, the snack bar was short on food almost every day. Seating is limited at the sushi bar but the view and food are awesome. There is very limited shade and you are on the roof so sun and heat are in abundance. With access to the Hacienda, which is adults only, your food and swimming options are extended. Antonio and Manuel make sure you are well hydrated while swimming in the luxurious pools. Just a 10 min walk on the beach will take you to the marina and a 15 min taxi to the Malecon, this is a kid friendly, budget friendly hotel. Sadly there was very few entertainment events in the evening, but lots for kids during the day.

Severe Safety Concerns and Unprofessional Management: ​I want to be fair. The resort itself is decent. The Hacienda side rooms are comfortable and the restaurant staff are amazing. However, I have to warn fellow travelers about a major security issue we faced on December 17 2025. While we were checking in, two local men cut the entire check-in line. When I walked up to the front desk to ask the front desk clerk why he would allow them to do that, the two men began swearing at me in Spanish. The situation quickly escalated when one of the men pulled out his cellphone and proceeded to call their friends to come down and "waste me" (I understand and speak Spanish somewhat). Despite these direct threats to my life, the front desk clerk (who appeared to be friends with the men) refused to call the police when I asked him to, and in my broken-Spanish I advised the clerk that I understood every word that was being said to whomever was on the cellphone. I told the front desk clerk that "we both know that they just called their friends to come down and kill me". I again demanded that he call the police. The supervisor, now aware of the situation arrived, he also refused to call authorities, claiming "nothing meaningful occurred." I then proceeded to call 911 myself, twice, but it rang endlessly. That caused the one guy to hang up with his friends, and that's when the supervisor said to me "see it's done" and threatened that if I called the police myself, the hotel would tell them that nothing happened and I was wasting their time, and that I should just allow the hotel to handle this. Realizing now that the hotel would protect these two guys, and feeling completely outnumbered, I began fearing for my wife's safety. I quickly capitulated to the supervisor's request to not call the Police and to allow the hotel to handle this. The "security" provided was laughable, as they simply told the two men to go to the other side of the resort and not bother us. It was not a fun week being worried like that. It is a shame that such a beautiful location is overshadowed by management that ignores violent threats. For your own peace of mind, choose another resort.

Good location close to everything and some friendly staff but disgusting rooms, very dirty and no hot water at all. Also only 2 bars which one you have to walk into the resort. Definitely a catfish experience. Would not recommend. They tend to treat their own better than tourists from Canada.

This was THE worst all-inclusive hotel we have stayed at. The only positive thing of this experience was the staff that were all very nice and friendly. We came for a vacation and wedding. I will never recommend this hotel for either experiences. The hotel overall is old and in a state of deterioration. All the common areas like the lobby, bar, restaurants, pool and beach areas were dirty and had garbage littered everywhere. The room they gave us was not even remotely close to what they described and showed on the website. There was paint coming off the walls and closets, the bathroom fixings were covered in black mold, and the room had such a strong smell of mold that we couldn't stay longer than 2 hours at a time in the room. The food from every single restaurant was very low quality. From something as simple as a hamburger to a steak and even a dessert, everything tasted as if it was frozen food or out of a box. The only fresh food was the fruit. At the end of the day, it is not worth the price for what they offer

We stayed at this so-called five-star inclusive beach resort for my sister’s wedding, expecting a relaxing and enjoyable escape. What we got instead was a crash course in disappointment. The first red flag appeared before even entering the room — every door in the hotel was scratched, dirty, and beaten up. Once inside, things only got worse: peeling paint on the closets, curtains that hadn’t been washed in years, a stained bedspread, scratched-up patio furniture (inside the room!), an ironing board with ripped fabric, and an unmistakable musty odor that hit as soon as the door opened. Every single room our family was assigned had serious issues: air-conditioning units that didn’t work, showers leaking all over the floor, broken beds, holes in the walls, toilet paper holders hanging loose, and “views” that faced directly into an active construction site — where you couldn’t even open your curtains without workers looking straight into your room. When I arrived a few days earlier than the rest of my family, we immediately tried to speak with the person in charge of wedding parties, Narda. We were repeatedly told she was unavailable. After several attempts, she finally spoke to us, only to dismiss our concerns with a rude and unapologetic attitude, insisting these were the rooms we had booked and that nothing could be done. The following day, we asked again to speak with her and with the hotel manager. We were told the manager wasn’t available but that the assistant manager, Liz, would meet with us. Both Liz and Narda assured us they would personally inspect each family room to ensure they met basic standards of cleanliness and comfort — a minimal expectation for any hotel, let alone a “five-star” one. Unsurprisingly, that promise was never fulfilled. Every room remained in unacceptable condition. I could not enjoy a single day of what was supposed to be a joyful family celebration. It was incredibly stressful hearing that every member of our group was equally disappointed and frustrated by their stay. For an “all-inclusive,” it’s astonishing how little quality or care this hotel actually provides. What should have been a beautiful wedding getaway turned into an exhausting, disappointing experience that left us counting the days until we could leave. To be fair, the only bright spot was the general staff — excluding reception and management — who were genuinely kind, attentive, and tried their best despite the terrible conditions. What’s most disappointing is that this property is part of the Krystal group, a brand typically known for its high standards and reliable quality. Unfortunately, that reputation has been completely disregarded here. It’s hard to believe this hotel is even part of the same group. This property may have had its glory days decades ago, but now it’s running purely on false advertising and fading stars. If you’re considering staying here, do yourself a favor: look elsewhere. Anywhere else.