TripAdvisor Traveler Rating

Excellent Staff, but the Hotel Needs Maintenance We stayed at Krystal Grand Nuevo Vallarta as a family of five. Our check-in started with a very unpleasant situation because the agency had sold us a unit that was not actually available at the hotel. Fortunately, the hotel staff did everything possible to resolve it. A special thank you to Sergio Vargas (Manager), who handled the situation with exceptional professionalism, patience, and empathy. Avelino at Front Desk, Rivaldo (Bellboy), and Cyntia from Concierge were also incredibly kind and helpful. Also Jorge and Carlos. Once the issue was resolved, we had a very pleasant stay. The pool is beautiful, the food was very good, and the service throughout the hotel was outstanding. Special thanks to Héctor, César, Sergio, Manuel, Griselda, Miguel, Joaquín, Jairo, Norma from áreas públicas, Vanesa, Gerardo buffet staff, and the entire team, including the 2 Manuel’s and Louis at the pool. Despite the heat and the challenges of low season, everyone consistently welcomed us with a smile. The hotel itself, however, needs significant maintenance, particularly in the rooms and several common areas. Some facilities feel dated and require attention. The internet was generally good, although it occasionally failed. Overall, this may not feel like a true “Grand” hotel, but we would consider it a five-star experience in terms of staff service. The extraordinary people who work here are what truly make the difference and make you feel at home. Thank you to the entire team, especially Sergio, for making a difficult beginning end on a very positive note. We would recommend this hotel.

we arrived 3 days ago. i had previously written the hotel to let them know we were coming here to scout out a venue for our 25th Wedding Anniversary next year for about 30 to 40 family and friends. Check in was slow..there were 3 groups checking in . a group of 3, a couple and us another couple ... dude at front desk was not in a hurry at all. we were taken to our room which at 1st we were very surprised. We both said WOW. AMAZING VIEW. However after trying to settle in we quickly realized is this a great room?? it was a 1 bedroom suite with ensuite .. nice right...not so much. we overlook RIU PALACE and their pools.. IT IS LOUD...MUSIC THUMPING with the door closed it helps but not much. The music plays to 11pm ..if you are a lite sleeper this is not the room for you if you are on this side of hotel. while we appreciate the gesture of the room its very old and tired. we have had lots of staff comin to our room to fix or replace things. They knew we were coming why would they not make sure the room is ready?? Coffee but no water to make it. Not a facecloth to be found. bring your own. no dressers so if you are like me and nedd to unpack..good luck..there is some storage and lots of hangers. There is hardly anyone here the service is great. THE FOOD so far is AMAZING . we had the BEST fish and chips hot hot hot...yum yum yum i am a little disturbed that twice now we have had 2 different staff members enter our room without knocking i had the latch on and both times i opened the door to see them hurrying away..i asked what they wanted they said nothing..then why are you entering my room??? thats a little unnerving especially now not knowing if they are entering our room when we are gone??? i will be looking for the manager tomorrow to have them explain this. we have been coming to PV for over 20 years twice a year never ever had an issue with staff entering our room unannounced!! Thats a safety issue ..... would we come back?? have to see how the next week goes...

Ramon is excellent. A wonderful server and amazing person.

Ramon es una leyenda! We had a great week with the family: Good food, nice beach, clean rooms. But best of all was the service, all around. One in particular was extra great, Ramon our server at the pool was amazing with the kids and the parents alike. Very hot!!! Make sure you find a shady spot to chill.

Rámon made each and every day of our visit more enjoyable. We had a tremendous amount of fun and are grateful for Rámon. This fella…. Leyenda.