TripAdvisor Traveler Rating

Just got back from a week at the Krystal Grand. Adult pool is phenomenal! As long as we were down there by 10:00 am we were always able to get a couple loungers. Pool side service was great, and the swim up bar was just as great! We didn’t eat at any a la cartes as we didn’t feel like standing in line early, but the buffet had different options every night for dinner. We were never disappointed in the dinner selection. Breakfast was quite repetitive, but I’m not a big breakfast eater anyways so it didn’t bother me. We opted for fish tacos from the snack bar for lunch most days… highly recommend! Our room was big, bright and cleaned before noon every day! No complaints about the room whatsoever. Front desk communication was lacking at times, but we were always able to get things sorted out. One staff member told us we would lose our bracelets at checkout at noon even though our shuttle was not scheduled until 3:00, however when we actually checked out, another staff member let us keep our bracelets until we left. I’m already planning to go back next winter!

We stayed recently at the Krystal Grand in Nuevo Vallarta,our experience was fantastic and absolutely loved the place. The grill restrstauart wasdelicious Special thanks to Cesar from enterwho mDe our stay fantastic. from my partner and I, than you Cesar

We were there for a family brand it was awesome ,this place really makes us feel like at home , all the employees are fantastic, koodos to Cesar from entertainment, his personality and attention was outstanding. Food was amazing, fish tacos are the best. We had a swim up room and it was overall an excellent stay. Please make sure to search for Cesar during your stay.

Positives: We booked this resort through westjet vacations, meeting friends there for the week of April 7-13, 2024. Flights were on time and smooth. The resort is located on the ocean with amazing views. The grounds are well kept and the bars are well positioned to the pools and ocean. The staff for the most part are fantastic. Negatives: First room was filthy (floors, overhead fan had about an 1” of dust, bathroom mirror was spotted) upon arrival at 10pm, but nothing could be done at that time. The following morning the shower flooded the bathroom floor. When I reported it they said they’d let maintenance know, but we’re unsure when. I asked for a different room and was given a room outside of my tier as nothing else was available in my tier. This was at a rate of an additional $189 USD, which in the end I paid as management at this resort appears to not care about customer service practices and essentially didn’t see this as their issue. Our 2nd room was significantly cleaner, but again after a day the air conditioner stopped working, and we had to insist on a timely fix before maintenance was sent. The resort has 3 a La carte restaurants that you have to get in line in the lobby at 7am to make a reservation for. The reservations don’t start until 8 am, but if you’re not in line early enough you don’t get one. The two restaurants we were able to get into (Mexican and Japanese) were not at all as described, and in fact we (all 4 of us) took only one bite of our Mexican food dishes and pushed them away. The buffet has plenty of choices, but got repetitive after a few days. The snack bar and fish tacos were the best part of the stay in terms of food. Room service was ice cold the one night we did order. Overall this resort had a 4.7 star rating when we booked and I’m hard pressed to give it 2 stars based on our experience. Customer service is definitely not the management’s top priority.

I would not recommend this hotel if you are travelling as a couple, or staying for more than 5-7 days. We found the service to be very inconsistent in all areas, from the front desk staff to housekeeping and to the servers in the buffet area. Although we had some excellent service in the specialty restaurants and with one concierge agent, most staff went about their work looking very unhappy and uninterested in helping/ serving us. Also, unless you pay to belong to the Altitude Club, you will have to wake up early and stand inline for a chance to get a reservation. The specialty restaurants are worth it however. Buffet, although there was lots of food, was the same almost everyday and after day 5 it had lost its appeal. Upon checkin we asked for facecloths and hangers. After day three, of several requests, we received the facecloths. Hangers never did arrive even though we were told several times they were on their way. Evening shows are on a weekly schedule and are the same every week with very limited seating set up. They are typical of what is offered at other, all inclusive resorts. The pools and grounds are nicely kept with an excellent beach just steps from the pool area.