TripAdvisor Traveler Rating

The staff were very friendly. Arturo went above and beyond to satisfy our needs. Gerardo was amazing and very attentive and funny. These are only a couple of the names I can remember but many of the restaurant staff were kind, friendly, and did anything they could to make us happy. As for the resort, it was fun, but there seemed to be a lack of evening activities and entertainment. The evenings that had live entertainment were very nice. We also enjoyed the jewelry and souvenir shops set up along the pathways.

Mayra absolutely made our trip so much better. She was amazing with our children and both my young boys wanted to play with her everyday. She was funny, kind and a blast everyday. Also they let us have a late checkout to accommodate my sons nap time. Omar and Israel were phenomenal bartenders as well.

Property is a bit dated, food notoriously repetitive but still had a great time due to the wonderful staff. Arturo in the restaurant and Enrique? ( the evening bartender near the lobby) were fantastic and made us like royalty.

Good hotel with various family activities, friendly staff and decent food! Oriental restaurant is superb!

As someone who travels frequently and has stayed at properties across Mexico, I don’t leave negative reviews lightly. But travelers deserve honest information, and Krystal Puerto Vallarta has some significant issues that go beyond minor inconveniences. The Room: A Security and Sanitation Concern Upon check-in, our assigned room had a non-functioning door lock — a basic security failure that should never reach a guest. What made it worse was overhearing the maintenance staff acknowledge on the phone that the lock was a known issue that should have already been repaired. The room was assigned anyway. It took over 45 minutes to be relocated. The replacement room came with its own problems. Gritty floors that were never adequately cleaned, a persistent sewer odor from the bathroom throughout the entirety of our stay, and most concerningly — visible mold in the bathroom. For guests with allergies, asthma, or any respiratory sensitivity, this is not a minor issue. When raised with staff, we received courteous responses and zero follow-through. Nothing was resolved. The Pool Area: Neglected and Poorly Managed The age of this property is most visible at the pool. Cracked tiles throughout give it a worn, unmaintained feel that doesn’t match what’s shown in promotional photos. Beyond aesthetics, the pool area suffers from a chair reservation culture that goes completely unaddressed by staff. Guests claim chairs with towels and bags first thing in the morning and disappear to the beach for hours, leaving the pool deck effectively inaccessible for guests who are actually there. There is no monitoring, no enforcement, and no system in place. Plan to either wake up extremely early or simply go without. The Staff: Polite But Ineffective No one was rude. That’s genuinely the best thing to be said here. But hospitality is not just about pleasantness — it’s about problem solving and follow-through. Every concern we raised was met with a smile and no action. For a property at this price point, that gap between expectation and delivery is hard to overlook. The Property: Construction and Accessibility Ongoing construction has significantly impacted the guest experience. The majority of pathways between the hotel and lobby are blocked, leaving a single narrow passage that requires navigating steps. For guests with mobility limitations, disabilities, or anyone traveling with young children in strollers, this is a genuine accessibility problem — not just an inconvenience. Add to that elevators that routinely take several minutes to arrive from the upper floors, and basic movement around the property becomes a frustration. The Bottom Line Puerto Vallarta remains one of our favorite destinations — the Romantic Zone, the food scene, the waterfront, the culture — all of it is worth your time and money. Krystal Puerto Vallarta is not. Between the unresolved maintenance issues, sanitation concerns, poor amenity management, and construction impact, this property is not delivering an experience that matches what guests are paying for. There are better options in this city at this price point. Do your research and spend your money somewhere that will actually take care of you.