TripAdvisor Traveler Rating

This was my second trip to Mexico and my 6th all inclusive vacation. This was my worst experience of all of them by a long shot. While there was some staff who were very good, the accommodations were rough. Black mold could be found in multiple areas. When this was brought up, they did upgrade us to another part of the resort, which was better, but still had the same issues. Outside 1 or 2 items, the food was not that good. No one was around to give service when we were at the pools. There was construction off site and on-site. Locals can book day passes there, so it was very busy for our low season. The view was good. The beachfront was dirty in places. The location is excellent, however. You can tell that this place was once amazing, but it obviously has not been able to keep up to that standard of the past.

ADMIN / MANAGEMENT Sadly was terrible experience, we are very adaptable customers and not picky at all nonetheless this was just to many & to much to pass by. Reserved with time king size (contractual in writing) at the end gave us separate beds, poor service in front desk personnel, swamped with upset customers, filthy & poor condition rooms all 3 of them, got changed 3 times non working phone lines in all 3 rooms, 1st room could not sleep safety box keep activating alarm every 10 minutes, 2nd room sealing leak damaged bed, leaking toilet & clogged with sewage water overflowing from shower reels, 3rd room bed sheets were used then morning buffet was cold, juices were extremely watered down even scrambled eggs were burned, some personnel salvageable but overall awful & sad experience, management has absolutely no interest on even listening to healthy feedback not to mention solving problems for their customers, we were not 1st time customers we used to loved this place, not any more it a shame the abandonment conditions and the lack of administration skills, to much work for few personnel that really try sadly they end up being sparring's in many cases for their sake I really, REALLY hope Mgmt reads this!

We stayed at Krystal Puerto Vallarta from July 16 through July 20 of 2024. It was very disappointing to be treated poorly and experience terrible service. Our rooms were never cleaned during our stay, the pool was dirty, people smoking in the pool when it’s not allowed. Additionally, food was left out in the pool area and it was not picked up during the entire time we were in the pool. It was the same issue everyday. At one point, two of your guests were fighting over nonsense (7/18/24) and it exposed my family to an uncomfortable situation. Furthermore, we ate at the hotel buffet and paid an extraordinary amount only to experience dry, tasteless and low quality food. Upon our check out, we were told al our expenses related to the stay were resolved and your guest representative told us to leave. When we were about to arrive to the airport your manager called me to tell me I needed to go back to pay for my reservation which I had already paid and was told by your front desk upon check out that it was paid. This was ridiculous!!! I was about to leave and here I am Being called to go back! I was then forced to pay over the phone after I was told upon check out all was good. This caused so much stress and I am formally complaining about this terrible situation. The stay at Krystal was a nightmare!!!

The food is absolutely disgusting we checked out yesterday 6/30 our group was disappointed we tried switching to not inclusive but did not let us the pool boys were nice but other than that take your money elsewhere this is not worth it at all we ate out the whole time

website says " for breakfast, lunch and dinner you have a choice of 3 restaurants" Not true. there was only one open at a time , and the only way to know which one, was to actually walk by it. Bars were never open at the same time or even at the place. Individual staff members were great, management and communication sucked