The Hacienda at Krystal Grand reviews

TripAdvisor Traveler Rating

4.0 Very Good

  • Cleanliness 4.5
  • Location 4.5
  • Rooms 4.0
  • Service 4.5
  • Value 4.0

5764 TripAdvisor reviews

TripAdvisor users rated this property 2 out of 5


Radders40 (London, United Kingdom) on Nov 06, 2022

Firstly this is no longer a Hilton Hotel as unbeknown to us it was being taken over by Krystal group (think they’re a US owned group) half way through our stay , certainly not 4 stars. This was only mentioned to us on our first evening by reception but no other information about how the transition might affect us - Bit shambolic in terms of my husband having to advise reception that the WIFI had changed and after 3 phone calls they managed to find out what was going on in terms of how to access it. The old room card keys were being replaced by wrist band system but it was only through hear say from other English speaking guests that we knew we had to go and ask for them to be changed. We had paid for 2 Suites as there’s 3 of us and our Daughter is an adult so enjoys her own space. The first room we were taken to (Garden Room / allegedly a suite) had a terrible stale damp aroma to it and if you call a 2ft brick wall in front of you a scenic garden view then I’m the man on the moon ! The second room (Pool Suite) evidently reception said was an upgrade but we’d already expected that as part of the price of what we paid for our holiday , was clean & spacious but really not 4 stars. For an all inclusive based stay you expect the food options to be decent but sadly they weren’t. The main buffet restaurant was like a school canteen and food options were poor. Speciality restaurants were hit and miss in terms of quality and whether they were open but I can’t grumble at the Italian themed one which was nice or the Sushi restaurant in the main part of hotel at the Skybar which was very good shame it only opened throughout the day. We stayed at the Hacienda / Adults only side and to be fair the staff couldn’t do enough for us at breakfast or round by the pool during the day , really friendly always smiling. Fair enough I’m not under any illusion that when you pay for an all Inclusive holiday you expect that you may need to eat out occasionally depending on your taste & preferences but we ended up eating out for 6 of the 10 days in some of the top restaurants either in the old town / Malecon area or just near to the hotel which were great. But that’s added another £800 to an already expensive holiday. Weather was beautiful and views amazing , lovely part of Mexico would come back but definitely not to this resort

TripAdvisor users rated this property 5 out of 5

Great place to vacation

30518990jar on Oct 30, 2022

This resort was so nice the staff was so friendly and helpful. We had great service from Edwin and Antonio at the Sea Fire and Alcatraz was great fun at the pool. Edgar was so helpful at the front desk and Milton was the best bartender.

TripAdvisor users rated this property 4 out of 5

Customer service was amazing!!

Hayley B on Oct 26, 2022

I rarely write reviews but this Hilton deserved one solely on their customer service. My friend and I came to stay for her birthday weekend and booked a suite. The experience itself as far as the inclusive resort was not what we were expecting. The building is run down and they’re doing renovations but it’s also being bought out by another company so it just is what it is right now. However, since we were displeased with some things upon the first couple hours of arrival the staff jumped into action to help us book the other Hilton at the riviera. Major thank you to Enka Ibanez the manager and Raul Cervantes for going above and beyond to treat us to dinner that evening to make our stay more pleasurable and getting us an SUV to the other resort free of charge. To top it off the bell hop boys were amazing (Alejandro and Luis) and we’re super fun to chat with while we waited on accommodations. Thank you for having such a wonderful staff to take good care of my friend and myself!! The staff I listed deserve some appreciation and a shout out!

TripAdvisor users rated this property 4 out of 5

Awesome time

darrins358 (West Kelowna, Canada) on Oct 24, 2022

Had a 10 nite stay at the Hilton PV and would definitely go back. The staff was so helpful and friendly. Edwardo at the pool was amazing. Always there to help and answer our questions! Amazing job! The lobby bartender (Milton) made exceptional drinks. Some of the best lemon drops ever. Donaldo at concierge was so great at planning a very romantic beautiful anniversary dinner. He very much went above and beyond. Favourite restaurant was Italian. Focaccia bread was delicious! Our room was absolutely beautiful. We had a junior suite with a pool. Cant say enough about that.

TripAdvisor users rated this property 1 out of 5

Never Again

masilko9 on Oct 18, 2022

This resort is not a 4 Star Resort! The rooms are out dated and rundown, the couch is full of stains, make sure you lay a towel down to sit on it. The balcony’s are warn nothing like the pictures online. The restaurants are full of flies and open air. There is only 3 that are worth going to (that you don’t have to fight the flies for your food) for lunch or dinner but not open every night other then that they are all buffet style with no air conditioning. The so call Starbucks has fresh ground coffee but did not make any specialty drinks as they did not have the syrup to do so. They did have fruit, muffins, yogurt and oatmeal and a very nice lady to help you in the morning. I do have to say that ALL the staff go out of their way to make you feel welcome and accommodate you as best they can I give them a 10. The Adult swimming pool the iguana's get in the pool and then they crawl on your chairs. They have bit a guest recently. The front desk does not exchange money of any kind! Not even a twenty dollar bill. Do if you want peso’s or even change for your own $$ better bring it with you! If you want a wonderful dinner while enjoying a sunset go in town!

View All