TripAdvisor Traveler Rating

We were a catfished with what we thought was the hotel. But overall pretty good experience.

Very bad resort, washroom lock was broken, selection of food was not good at all, one night was given day old bread. Very old resort, even with all inclusive water wasn’t included. Balcony was not safe at all, didnt use balcony. Cleaner won’t put any tissues, had to ask for it. Won’t be going there again

Our experience at Krystal Puerto Vallarta was unfortunately very disappointing. The staff were generally very nice, friendly, and helpful, especially the kitchen staff. However, there were several issues that really affected our stay. The biggest concern was the balcony door in our room—it could not be locked. This is a serious safety issue, and we reported it to the front desk. We were given another room, but unfortunately, the balcony door in the second room also could not be locked. ?? It was frustrating that such an important security issue was not properly addressed. The bathroom in the first room was also not clean, especially around the corners of the shower glass. The second room was cleaner, but the toilet was leaking. We were told someone would come to fix it, but nobody ever did. Unfortunately, the manager at the front desk did not seem very concerned or particularly interested in helping resolve these issues. We expected more attention and responsibility from management, especially when it came to a safety concern. The food was another major disappointment. There was very little variety, mostly stews, and only one type of fruit. For an all-inclusive resort, we expected a much better selection and quality of food. I want to emphasize that the staff themselves were kind and friendly, and the kitchen staff were especially helpful. But good customer service from individual employees cannot make up for poor maintenance, cleanliness, food selection, and management response. Overall, we expected much more from Krystal Puerto Vallarta. There is definitely a lot of room for improvement, especially when it comes to guest safety and management taking complaints seriously.

0 Star Very Disappointing Experience, Not What We Expected My wife and I stayed at Hotel Krystal Puerto Vallarta and unfortunately had such a terrible experience that we ended up checking out early and leaving the resort. From the moment we arrived, the experience was disappointing. Our room was not even ready when we checked in. When we finally got into the room, there was only one large towel, no face towels, no hand towels, and no toilet paper. The room itself was dirty, had mold and bugs, the TV didn’t work, and our room door did not properly lock. The entire resort looked extremely outdated and poorly maintained. The pools were dirty and the property looked nothing like the resort we believed we were booking based on the Sunwing advertising and photos. The food situation was particularly concerning. We saw cats roaming around the buffet and food-serving areas, and we saw food sitting outside in the beating Puerto Vallarta heat for extended periods. There were also times when restaurants had very little or no food available. The restaurants are outdoors and there is essentially no air conditioning throughout the resort, making the heat extremely uncomfortable. We also felt very unsafe at the property. There appeared to be little to no security, and we saw locals freely walking in and out of the resort. Considering that our own room door wasn’t properly locking, the lack of security was especially concerning. Whenever we needed assistance, getting help was extremely difficult. Very little English was spoken and we received very little meaningful assistance with the problems we were experiencing. The biggest issue for us is that the resort we arrived at did not match what was advertised through Sunwing. The photos, description, amenities and overall presentation gave us a completely different impression of what we were paying for. We booked this expecting an international vacation resort and were extremely disappointed with what we actually received. We feel we were misled by the package advertising and regret booking this property. If you’re an international traveler considering Hotel Krystal Puerto Vallarta, please do your research and look carefully at recent reviews before booking. Our experience was extremely different from what we expected based on the advertising. We paid for a vacation and ended up leaving early because the experience was so bad. We would never stay at this resort again.

We booked this resort as we had been to it many years ago. The pictures on the booking site had not changed so we thought we would be getting the same charm we had previously. WRONG! Where we in for a surprize. On most booking pictures it shows swimming pools, a large palapa and space. All gone. One large swim area has been replaced by another hotel. The large grass palapa in most pictures were you could eat and get drinks, gone, replaced by a hotel. The larger swimming pool shown by the older Krystal building cannot be used as they are building a huge hotel right next to it so the pool cannot be used because of safety reasons. Cranes swinging over it and workers working above. The out side larger bar is closed because of the cranes. One small kids pool is available for the whole complex. I have attached pictures of the small pool and the construction. We had two restaurant's and a very small walk up bar in the lobby which didn't have anyplace to sit. If you plan on booking the Krystal Vallarta make sure to inquire about the pools, restaurants along with the construction. Also, TripAdvisor's picture used to show the Krystal which shows 7 columns and a pool are no longer. Gone. Hope this helps someone so that they don't set their expectations high to only be disappointed.