TripAdvisor Traveler Rating

DO NOT COME HERE!!! Please excuse my scattered notes. So many issues and some captured at the time and some from memory. No patience to organize it about this place. I have already spent too much time dealing with crap here. We have been here three nights of ten. Update: we are now on day six and things have just deteriorated. There is no use doing day by day. I will just spew all. Booked altitude swim up room. Room seemed to be clean and updated upon arrival late at night. AC didn’t work several days. Finally had fixed. I have sensitivities to smells and the TP is scented. I requested unscented two days in a row and if not available, may I have kleenex to use. Informed with a waving finger back and forth at me by the maid that rooms are only allowed one box of kleenex. Later in the day I was told we have no Kleenex in the resort. I passed a janitor cart and scooped a big roll of the unscented meant for the public washrooms. And they tell me they don’t have any. I am a big protein and calorie eater due to health issues. I came with this is mind of course expecting pretty decent options and food. It is always my first need. Not here. Any proteins are soaking in some kind of sauce and absolutely unappealing looking. Every serving tray has a lid to lift as well. Today i again noticed the same proteins they had two days ago. All same salads and fruits. For breakfast one lady is run off her feet making eggs with a massive line. Only one fresh food station. She even has to go and refill her station with plates. I dont have the strength or patience to stand there for an hour to get an egg cooked. Felt bad for her. The snack shacks are the same. I have watched a minimum of thirty people in each line for hours. Ridiculous. Sometimes they’ve “run out”. It’s all the same anyways. Fish tacos - not too bad- but who wants to eat every day. Or stand in line over an hour for one. Buffet restaurant does not have AC. Very hot and the food all sitting there in that heat. Gross. Asian as well is not air conditioned. Drinks are inconsistent. How hard is it to make a beer and clamato? I don’t understand why every one of them has been different. The pool servers for the first two days at the adult bar never popped over once. We were in the adult pool less than fifty feet from the bar. We watched the two servers serve the front row by the bar all day. Never saw them go anywhere else. Today we were closer and i called one over and asked, do they only serve the front row? He says he can take our order. Ok, great ty. Yes, i can absolutely go get a drink, but isn’t that the nice thing about an all-inclusive? At least one time maybe? I’m a big tipper and don’t mind one bit. I can see how hard they work. Twenty minutes later a different server brings drinks and leaves and it wasnt even what we ordered. The pool loungers are icky looking and old. Not enough for everyone anyways and some people have to sit in patio chairs. And ONE towel only for you!! Is what i was told. Such un comfy and gross chairs, i wanna cover that up. There has been a dirty bandaid on our patio the whole time here. Ive seen housekeeping sweeping other patios, but maybe they don’t like ours. Oh, day six and we have a pair of dirty swim shorts joining the nasty bandaid. They can stay there too. My friend’s bed has a leg missing or something going on and the bed drops on one end any time she moves. Have asked to have it fixed and they say they did but it’s still the same. Other night i pull my bedspread back and there’s a nasty big brown stain on it. What the heck is that? I call and ask for new one. Impressive as an Altitude staff came right away. Wow ok. She took a picture of it and left. Only took two hours to receive another. The toilet backs up. The shower door scum is thick. Not sure last time cleaned or even the scum on the sink tap. It’s nasty as well. We have had dirty dishes - cups etc for a few days left day after day. Today is day three so I’m taking bets on when they will be taken away. Any takers? ;) Staff overall seem friendly but again understaffed. Oh learn Spanish before you come as we have absolutely noticed Spanish speaking are served and visited first. Always. Very few staff know any english. Dinner at the Grill was disappointing. The shish kabob chicken and steak were hard and so overdone. Each skewer had one piece of chicken, one piece of steak and one tiny shrimp. Don’t blink or you miss it. The rest was all onions and green peppers. The Italian was probably our best meal and was just salad and fettuccine alfredo. We started ordering room service for breakfast. Seemed our best bet. Several days now of ordering the same thing and it’s always different. Never get what’s on the listed on the menu anyways. We dont like to waste and have said no toast (it’s not toasted anyways. Maybe warmed up in the toaster so it has a slight colour on it), but it’s definitely not toasted. Have asked repeatedly no toast but get it every time. Yes they say no holding pool chairs. This is an issue at every resort I’ve been to. They say items will be removed after 45 minutes. So you have an enforcer to remove stuff? Who knows cuz I’ve not seen it happen once and many chairs sit empty all morning, and many empty thru the day. I hate having to be one of those people but would sure like to enjoy just one day in the prime spots. Again, seems it’s ok to do that for the Spanish speaking folks. Update: we’ve seen it happen once where staff removed items. Smoking can be anywhere. Seen many. One day saw staff tell some smokers to not smoke at the pool. Right in the front row. Security left and they lit up. Whatever. Oh feel free to bring open drinks into the pool. Many do. Have some old marijuana roaches on our deck too. The other night we escaped to bucerias for the market and to find some decent food. Somewhat maddening as we paid a lot to come. We come in after dinner and head to deck and it is covered in ants. Nice. Called and let them know and the response was, uhhhhh. I said, I’m just letting you know, so can do what you do. Update: took three calls to get addressed. Uncomfortable leaving patio door open as i sure dont need them in here. Won’t comment on shows as we’ve only heard them from our room. Will say the bonus of being in the altitude club and making dinner reservations has been helpful. Ridiculous hearing of massive lineups for over hours for people to get a reservation. Why be so strict anyways ? The times we’ve been to the al la cartes at 7, they stay at least half empty the whole time we are there. The positives, as I sure try hard to find em, the sun and heat are great. The adult infinity pool is a nice one. Room service brekkie came with bacon. We wont do the breakfast buffet slop anymore. How can scrambled eggs look so gray and gross?? Dont count on bacon on the buffet as it sits empty anyways. Could tell there was bacon in there at one time. Watch how many people have to lift the heavy food tray lids on each dish. Have seen a few go flying to the floor. Guests pick em up and pop em right back on. We have had several conversations with other guests as well. The majority all say the same. Terrible everything. Had fun watching the iguanas at the adult pool. Always entertaining. Other than idiots thinking it’s funny to throw a towel or scare them. This is their house people, not yours. No cold water in bathroom sink. Only hot. Using bottled water to brush our teeth. Pool washrooms are extremely dirty and nasty. At least half of the times ive gone, there has been no tp or hand towels. I now walk all the way back to my room. I see others take napkins in from the snack shack along the way. One afternoon three of the five stalls were locked with no one inside. The sinks are consistently clogged. Good luck asking the front desk for anything via a phone call. Our tv wasn’t working yesterday. Let me correct that. Out of the many channels, only the few English speaking channels were all frozen. Call lobby. May i speak with someone about our tv not working. Silence. He hangs up on me. Umm, ok, accidentally? I call back. Again i ask. He says nothing and instantly hangs up again. Ok buddy, what the heck? Patiently i call again. This time i ask is there someone who i can speak to in English? As he only answers in spanish. That was the fastest hang up outta the three. Then im a bit perturbed for sure. I have to get dressed, make my way to “club” and sit. I say i do not have the patience to deal with all that is happening here right now, but ….explain my request. Within ten mins a fellow was here. He farted around a minute and starts walking out. Uno momento por favor senor. I check and show all the english are frozen still. He uses room phone to call someone. After a few minutes, passes me the phone. Someone explains it should work soon. Ok I dont know what soon meant but it did kick back on after an hour. Be prepared for long bar lines. Many times only one worker. My buddy went to swim up bar at the adult pool and sat in a chair enjoying the view and waiting. She was ignored while other after other were served. She finally had to ask if she can get a drink as she’s been sitting here for some time. Seems many workers behind that bar but not sure if only one is allowed to make drinks. Wifi sucks!!! Big time. Can’t bother to expand but do not have expectations. Has been difficult keeping in touch with family. If it’s crap, don’t make it sound like we’re so lucky to have it included. Our fridge has been restocked one time. We are not beer drinkers so that doesn’t matter but we are water drinkers. We just get our own bottles from the coffee shop now. Coffee shop seems decent and a few things ok. We’re not coffee drinkers either but will make us a nice frappe with no expresso. Make sure you bring small bills if you want to tip!!! Three days in a row we tried to get change. Go see the bartenders. Go see the bellboys. A complete wild goose chase. One day told, the banks closed so we don’t have any. That was at the front desk. I said I specifically asked in an email before arriving if getting change would be an issue. Was told no. That was a lie. We’ve tried for days to get facecloths and hand towels. I give up. We’re using a bath towel instead. Today i put the do not disturb sign on cuz why let them in? To do what? Couldnt be bothered. We have two patio chairs on our swim up room deck. No loungers like others. AC does not go lower than 21. Oh other than one of the days we set it at the lowest, 21, and got up in the middle of the night with it being 16.5. Entertainment staff seem busy offering games and such. As long as you like screaming in a microphone at full blast, you’ll be good. Pound pound pound. I love music for sure but cmon you cant even talk to the person sitting beside you. Does not make for a relaxing day. I have to stop but know there’s more and expect more for our last days. Im tired of being here, tired of crap service and tired of crappier food. I am an all-inclusive traveller and have had many wonderful, memorable trips to PV. This has absolutely been my worst experience anywhere I’ve been worldwide and can only hope i can scrape a shoe and forget this one soon. I will also be putting in a complaint with Westjet. They need to knock their star rating down a few notches. I’m unfortunately not able to give a 0 out of 5 star review on tripadvisor. Makes me give them a one and they absolutely do not deserve it. I truly believe they really don’t care. They already have our money. Thieves. I am also ticked that i have had to spend all this time writing this review. We are on vacation right? A stress free one? Oh, nope not here. Oh I found another positive!! Yay me. Huge thank you to Brenda at the lobby when i had to reach Westjet about a possible flight change. It was almost midnight and she was down there all by herself. Not another soul in sight other than a floor cleaner. Cant call westjet from the room. Won’t work. Front desk can’t transfer. Won’t work. She took the time and within ten minutes on her lobby phone, she passed it to me to use. Big kudos to her and i hope she sees this. She absolutely got a generous tip. Four more sleeps til I’m outta here!!

This was my second time visiting this property, and it’s still wonderful. Claudia and Marco working at concierge, helped to take care of everything. If I had any questions or needs, they made them happen. I am amazed at all the choices that are offered at the buffet and also at the restaurants. The staff works really hard and are very helpful. I hope to return there again.

My husband and I just returned from a weeks stay at the Krystal Grand Nuevo and we were not impressed. We read the mixed review prior to booking but decide to book here anyways for the proximity to Bucerias. While the location was exactly what we were looking for there wasn't much else impressive with this hotel. We have stayed at many different all inclusive resorts and this one was by far the dirtiest with marginal tasting food. Before arriving we upgraded our room to an ocean view with a patio, total disappointment, save your money and if you decide to choose this resort, upgrade your meal plan instead. Our patio was shared with 4 or 5 other rooms, no privacy and was so dirty we didn't spend any time out there. There were cigarette butts, garbage and a plastic bag on the deck that were there on the first day we arrived and still there on the day we left. Our room was minimally cleaned everyday, floor swept, sand was gone BUT the bathroom was disgusting. There was a band aid stuck to the shower wall the first day we arrived and it was there the day we left. The mirror in the bathroom had some sort of weird "stains" all over it and the shower glass door had so much scum on it from never being scrubbed properly. The glass railing overlooking the ocean at the buffet was so dirty you could barley see the ocean, the list doesn't end. The a la carts were impossible to book. You have to go everyday and apparently the Italian a la cart books up everyday before 8am. It was ridiculous. The Mexican a la cart was very disappointing and so was the grill, the Japanese was mediocre. Try getting a beach chair by the adult pool if you're not up by 7am to put your towel on it to "claim" it. Some chairs had towels on them all day and no one showed up at all. On a positive note, we did manage to get a chair off to the left of the adult pool or on the beach everyday. Out of the 7 days we were there, only 2 days did they enforce the 45 minute rule of holding a chair. The day we arrived the Westjet rep immediately warned us that people we not happy with this resort! Negative start to the holiday. Pros: Great friendly staff, never had to wait for a drink and they were quick to bring you your meal, nice walk into Bucerias either by the trail or on the beach, the adult pool was amazing (look like the kids were having a blast at the kids pool but we enjoyed the quiet and calm adult pool), it has a beautiful beach, and the nightly entertainment was very well done (Michael Jackson night, Circus Night and movie night were exceptional and they always had fun snacks and drinks for the kids). We would say, save your money and go to a different resort!!

One of the worst experience in Mexico, the facility was way under staffed, so getting drinks and to table eat was more than 15 mins. wait. The food was not fresh, being that is in Mexico, and had no flavor at all. The buffet they serve served was always the same options for 5 days and no variety and nothing related to the culture and Mexican cuisine. Being that the restaurants get filled up really fast there es no other option. I not return to this hotel and will not recomen to any one specially couple and/or large family is a very small hotel, which is why is always really packed and busy and understaffed.

I loved the resort, I loved the set up and how they had a family side and an adults only side. We upgraded our rooms so it was great to watch the ocean and the sun go down every night. But I was quite disappointed with the service we got. The cleaning lady never exchanged our towels, never changed our bedding, never swept the floors, etc. the only things they basically did was make the bed and leave. They never even restocked our fridge while we were there! I had to go down to the lobby and ask for bottles of water and pop. Around the pool bar and at the buffet, the service again was quite disappointing. Some days the service was spectacular, but most of the days we didn’t even get drinks brought to us or our plates cleared or anything!! Again I felt like the resort itself was great and the people seemed friendly, but it didn’t really feel like we were treated like guests or got the service you expect at an all inclusive especially when you upgraded your rooms!!