Krystal Grand Puerto Vallarta

It's like stepping back in time. The whole place needs a refresh. The food was cold in the buffet. The restaurant style places to eat were ok. Except the Talavera Seafood. I had the half chicken which was not cooked. Then the waiter tried to tell me it's just a Vien with blood which is fine NOT IN MY WORLD. So he left the breast side which was ok and took the uncooked side back and cooked it properly. Then my wife had the fish. Well she didn't order sushi. It was brown on the outside and raw in the inside sooooo they took it and brought it back and it was still the same. All the food especially the one and only place to have lunch on the adult side the food was cold. The pool bar was nice some times but could never get a place to sit. The staff everywhere where absolutely brilliant. We finally found a place by another pool which we made home and enjoyed it. Our server Antonio was the best. He even remembered what I drink and brought it with a smile every day. We had two rooms. The first was right above where you check in and was very very loud. So the next day they chayus to another room which was great. We will not return to this place sorry but when you pay this amount of money and the place says it's a five star resort you expect it to be better than it is. Then about all the "stuff" going on outside the resort with the cartels. Sorry not gonna be anywhere near that crap.

We recently stayed at this resort with a group of 23 people, and unfortunately our experience was very disappointing from start to finish. Prior to arrival, we emailed back and forth multiple times requesting adjoining rooms for our family of six. When we arrived, we weren’t even placed on the same floor. After raising the issue, they did move us to the same floor, but the rooms were still not connected as requested. When I entered my room, I was immediately struck by how dirty it was. The bathroom and sink were visibly unclean, towels were missing, and overall it felt like the room hadn’t been properly prepared. My “resort view” overlooked a construction site, which was never disclosed beforehand. That absolutely should be clearly communicated to guests. Other members of our group also found their rooms to be dirty. Several families experienced significant issues. One family had water dripping into their room and had to move at 1:00 a.m. Another family paid for one of the most premium room categories and did not receive the room they specifically booked. Two rooms on the Hacienda side also had to be moved. Two days after arrival, I was finally offered a move to be closer to my family. We also had ongoing issues booking restaurants. For the first few nights, our children were allowed to dine with us. Then later in the week, we were suddenly told children were no longer permitted and that an adult would need to stay behind with them. If certain restaurants are adults-only, that needs to be clearly communicated in advance and adequate alternatives should be available for families. One of the most upsetting experiences occurred when my 7-year-old son became ill and got sick on a blanket in the room. We cleaned it as thoroughly as we could and I immediately went downstairs to inform staff. Later that day, after returning from the pool, I found a letter under my door stating I was being charged over 6,000 pesos to clean the blanket. Charging that amount for a young child becoming sick felt unreasonable and extremely insensitive. When we did get the blanket back they only dropped it off. The covers weren’t on the bed as they had everything just folded and sitting on it. I had to make the bed. Toward the end of the stay, there were also several men walking around inspecting the facility, and the atmosphere noticeably changed. Activities that had been allowed in the pool all week were suddenly restricted. Overall, this resort was not accommodating to large groups or families, and the cleanliness and communication fell far below expectations. Based on our experience, I would not recommend this property for families or anyone expecting a well-maintained and clearly managed environment.

We’ve just returned from our 15th stay at the Krystal Hacienda Grand Puerto Vallarta (February 2026), and once again, the service made our trip unforgettable. While the resort could use some updates and the food isn’t the main draw, the staff are the reason we keep coming back. Huge thanks to Miguel, Manuel, and Marissa for making every breakfast and lunch feel like a warm welcome. Carlos, Cesar and Victor kept the poolside fun and friendly with great bar service. At the front desk, Melanie and Lucy (Front Desk Manager) were incredibly helpful and always greeted us with a smile. We also want to recognize Jonathan at the rooftop sushi bar, who is consistently warm, welcoming, and such a pleasure to see each visit. His kindness adds so much to the experience. A very special mention goes to Elizabeth, who works with the vacation company. She has become a true friend over the years — her hugs when we arrive feel like being welcomed by family. Our room was spotless every day, with fresh towels and a restocked mini fridge. Outside the resort, Puerto Vallarta continues to be one of our favorite destinations: amazing restaurants, beautiful cobblestone streets, and the friendliest people. Even our taxi drivers were a blast — especially Alex, who drove our group of 10 and put up with all our singing and shenanigans. We’ve met so many wonderful people in PV over the years, and some have even become part of our travel group. That’s the magic of this place. Thank you, Hacienda team. We can’t wait to be back in April.

I stayed at the Crystal Grand Puerto Vallarta about 9month ago. It was ok, decent food, newer room. It was a pleasant stay. So we decided to book this time to meet friends there. We stayed from Jan 16-23 2026. This time our experience was horrible. In nine months the Crystal grand Puerto Vallarta went downhill really fast. We paid more money for a better room and the a/c did not work and the ceiling fan clicked the entire night. They did move us to a room which we are very thankful for the manager. And I do believe the manager is trying hard. I don’t know if he realizes what is happening around him. It was on the ground floor. We didn’t realize it was right beside the stage and the music was so loud at night. Nine months ago when we went, the food was good. There was an ample supply of food and this time around food was limited. You had to find a cook and tip them so you can get bacon and tip others very well so you can get avocado and certain food items they kept in the back even though nine months ago was very different. You didn’t feel forced to pay for certain food items. We paid for seven days. We left after four because the night before we woke up at 3 o’clock in the morning to somebody diamond drilling near our room when we went to go out and inspect it they decide to do renovations in the middle of the night. We got no sleep. The next morning we went and found a Airbnb rented a car and drove to the Airbnb for our last three days. We put a do not disturb on our room at the Crystal grand and when we came back our last day there to check out, somebody went into our room took whatever stuff we left behind with them and nobody knew at the front desk where our stuff went to.

The food was not phenomenal. Service was fairly non existent. We went for new years and when we asked about the events for the big day no one could help us. No real juice, all fake sugary crap. No advacadoes which I found off. No pico de gallo. Only one pool and not very much space around it. Nice beach.

Room had sand in the floor on our arrival. Shower had a plastic cap on the floor upon our arrival. It was apparent that the room was not cleaned sufficiently. The toilet was not cleaned every day. The hot tub on our patio was less than inviting to use. A lot of the staff in the hotel and restaurants did not speak English, so communication was difficult. The overall attitude of the staff was less than friendly. Very few of them smiled and said hello to us during our stay. Making restaurant reservations were challenging as you could only make reservations starting at 10 AM the day that you want the reservation. Service in the buffet restaurant was hit or miss. At times nobody ever came around to offer drink services. We will not revisit this resort again.

We stayed at the Krystal Grand from Feb 10 to 17, 2026 Rooms: Rooms are good and well maintained. We were on the 8th floor. They stop your mini fridge with water and drinks daily. The elevators can be a bit slow at times but the doors close on you quick so be aware especially if you have kids. Store in the hotels: Sells a variety of pool floats, toys etc and some medications as well as sunblock. $20 us currency for a bottle of sunblock. Tips: Tips are always welcome and most tip in US dollars or Pesos. If you have large bills the front desk will exchange them for you. OWest poke bowl restaurant for adults only. Only 6 tables here and food is served from 1.15pm so u must be here by 1 to get seating. The view is beautiful and the drinks are the best at this bar. We enjoyed the prawn poke bowl the best. This restaurant also has an infinity pool Maintenance and service: one thing we appreciated about this place was the prompt service. When the safe/shower water pressure/bed situation wasn't up to par they worked on it very quickly. We had booked a room with double beds but ended up with a king which didn't work for 4 of us so they brought up an extra twin bed for us. The rooms are big enough to accommodate this. Construction: construction is taking place and will take place for another year or so and if you have a balcony it will probably face the construction site so just be aware. Although it is noisy at times it never bothered us. Pools: water temperature in the pool was great especially the one closer to the beach - nice and warm. If you have experienced the Krystal grand in Nuevo Vallarta these pools are a bit smaller. Lots of activities at the pool area daily where you can win bottles of tequila and wine etc. La Catrina: excellent Mexican food. You have to make a reservation online starting at 10am the day of the booking. You can also make a reservation at guest services however the lineups are long. Shows: Shows are great especially the water/circus show at the pool The mexican show was fantastic and the Michael Jackson show so entertaining. We have stayed at 2 Krystal grand hotels now and this one definitely has the better entertainment. Entertainers are very talented. The kids loved them too. Special thanks to Sandra Ramirez from Bonita cafe; Ricardo from the Mexican and Seafood restaurant, the entertainment director sorry can't remember his name, Isaac from the restaurants, Fransisco from the main buffet, Maria from the Mexican restaurant and many more! Great service Only recommendation since we have stayed at other Krystal grand hotels 1. The snack bar should have fish tacos - didn't have them here. 2. Didn't find any guacamole this entire trip :( 3. Entertainment at this Krystal was fantastic! 4. Rooms on the 8th floor are the best! 5. Fire alarm went off 3 nights and that was a pain.

This is one of the worst trips I’ve ever had to Mexico. We’ve been going to Puerto Vallarta from 10 years till the all inclusive our first move there was no towels in the room. The telephone did not work and looking under the bed the building was under renovations and they shut down a restaurant a couple days after we got back. The service was slow and terrible in the restaurant and took us up to over an hour to get our food by the time I got there I couldn’t even cut through my chicken. The buffet was small and would run on the food and the service was terrible. The Pool entertainment people were incredible, and the bar service and bartenders were really friendly. The bar inside was extremely loud uncomfortable and too noisy just as they have shut off the lounge as you can see in the renovations with the brown wall I would not recommend this hotel to anyone they don’t pull upstairs with small and crowded and the pool came up to maybe your thighs it was one of the only places where you could get a decent meal I could go on and on and on about my complaint the elevator is broke down. You can only get to the fourth floor so if you were on the seventh, you were just out of luck and had to walk up and down the stairs. The stairs have very low railings and are extremely dangerous. The elevators are dark and dingy and don’t work properly. I was there with my 22 year-old daughter or my birthday and the some of this app and people were extremely rude thinking that that was my wife or fiancé along with the majority of people in the building. This is the first time that’s ever happened as we were there to celebrate my 64th birthday as I am a single father with children. This is never happened in New Year’s with them going there until we made it to that hotel. There was days where I just been like smashing people I’ve never been judged so badly in my life. I am binding them Mexican tourist, extremely rude, and the staff would take care of them before they would take care of the Canadians in Americans. We have wellness of the past tour or three years. We’ve been going there therefore after me going to Puerto Vallarta for 20 years. I do not think I will ever go back. The prices are outrageous. A bottle of sunscreen will cost you around $30. Walmart is extremely expensive along with all the restaurants if you go to McDonald’s a meal for two you’re looking out over $30 going through the market. The majority of vendors are now spending more time on their telephone watching videos and paying attention to the customers, this was one of the worst vacations I’ve ever had in my life, and I am a frequent traveler, as I am retired and trying to enjoy my life my board dance.