TripAdvisor Traveler Rating

Although I will give credit to the staff, Lots of construction on premise. Dirty pool packed , other pool close. Both restaurants were buffet style, Breakfast Lunch and Dinner were well below Average. Constantly running out of food. No bacon no sausage no salt and pepper. Water downed Orange juice. Pool bars were small . 15-20 minutes for a drink with one poor employee doing all the drinks. Sewage leaking from man holes near pool. Beach dirty , table and chairs on Beach dirty. Racoons wandering around in the buffet restaurants. This was an all inclusive. Air Canada Vacation should be embarased . I feel so ripped off. Although Puerto Vallarta is lovely. We went out for dinner 4 times even though we were all inclusive.

First off let me put out there that I’m a “basic white b”, a vegetarian and have been to a few very all inclusive resorts before. My husband booked this trip for our anniversary, and grabbed a great deal on a “4 star” hotel during a not so busy time. When we first arrived, the staff was great, we tipped everyone well and went to our room. The room was spacious and mostly clean, lots of bathroom supplies and the most incredible ocean view. Big bed, big shower, no mirrors anywhere but the bathroom, nothing full length which was a bit strange but what do I need to see all me for anyway? Lol. We got some decent drinks and went to find some dinner. Buffet style was all that was offered, and honestly it was pretty bad. As a vegetarian (yes I know my choice not theirs and they have no obligation to accommodate me) it was rough, and saw that I probably would be eating a lot of white bread and fruit that week. Again, no big deal, this is not an uncommon occurrence for me. My husband is not vegetarian but struggled to find something that he enjoyed. The service was great, the drinks were flowing so we tipped well again and went for a walk. Beautiful beach, lots of chairs and umbrellas, super nice. We tried to get some waters, they were out. We thought maybe we could find some late night snacks, we ended up ordering a pizza and water from Uber eats. Totally fine, this wasn’t as inclusive as we thought or experienced in the past. Next morning we awoke to the construction for a resort next door, and right under the building we were in. They are building what looks like a kid pool right at the base of the hotel building with slides which will be cool. So then to breakfast, again great and kind service but only buffet in 2 locations offered, meat in so many things and they randomly brought out pancakes that we had to line up for but couldn’t get any by the time we got to the front. So bread and fruit again (again I know and that’s okay just kind of hoping for even potatoes without ham in them or eggs without ham in them). Great coffee!! So we try and get some bottled water, they said the staff would bring it to the room but they didn’t…we just asked the cleaning staff and they gave us a bottle off the cart. We asked about the restaurants as this is a 4 star and they advertise 4 restaurants. They said they have the 2 buffets and the restaurant is open only twice a week for dinner. We asked about the pools, as there is a beautiful pool not being used, they said it isn’t open and the other 2 pools are available. So let me say, they are kids pools for the kids and again great! I have kids (they didn’t come on this trip) and love that there is this option but with a few deck chairs and 2 small pools next to each other there was zero options for any sit by the pool with a drink. The pool bar is one guy with some Fresca and 7-up and a few alcohol options. No water! Weird. We went to the beach but not before wading through what smelled like sewage around the pools walkway by the new building. This was always there, always smelled, always puddled up. Again, lovely beach and not too pushy craftspeople selling things. No service on the beach, at least not for us all inclusive people so…? After learning about the pools, food and water, and noting we probably should have investigated this 4 star resort more thoroughly, we decided to find somewhere else to stay for the rest of the time. I didn’t want to Uber Eats the whole time, and I just really wanted to relax by a pool and read my book as I had 4 days left to not be a frantic working mom lol… We close to book at an air bnb very close by, and though I had to cook now (insert eye roll here, I’m so hard done by), it was so relaxing, clean, and had a quiet rooftop pool. So though this advertises as an all inclusive, it really isn’t in the way we had experienced in the past. No day time activities as advertised, night time was karaoke. Pools were crowded and smelled bad, and the bar was over busy and under stocked. This was a hotel with a buffet package, not an all inclusive. I’m not a Karen type, and I tried to just be okay with it all but you do spend a certain amount of money expecting to get what is advertised. The front desk just nodded and let us sign out, like our issues were valid so there was no problem. We didn’t complain, just asked about the pools, the food, the water, the sewage and the service and they just said this is what it is basically. Not rude, the staff were great except for zero beach service. Not sure if our booking site will recognize this as it was an expensive lesson but if you are hoping for a relaxing all inclusive here, perhaps go to the Krystal resort a couple doors down as this was not it.

This hotel was so bad, we checked out after the first night. We paid for a luxury ocean view and had a rooftop view from the tower. The family pool was closed so they were all in the infinity pool. There were only 2 restaurants, and they both were the same disgusting buffet.

Spoke to a couple Canadian girls upon arrival near the pool. What do you suggest we do, etc... "what are you drinking?" she kept saying.. "just keep drinking". Bathroom clogged on 1st day and didn't drain well after it took a whole day to fix it. Only used for emergencies and went to other facility bathrooms during stay. Had to find someone to help, since phone didn't work. Food was awful and recycled. Low level alcohol. Grounds were old, dirty with cigarettes everywhere. No Smoking policy not enforced, people Smoking everywhere. Room Service was expensive, not included with our all inclusive rate. Water area at Kids Club did not exist. Just a hole where something used to be, looked old and dirty. Kids spent an hour there and didn't want to return. They did love the slide in the kids pool. Only one pool for the entire resort. Other one was "under construction" although looked deserted and no one had touched it in months. Room was nice, housekeeper was nice and Marcos the waiter at the pool bar were very nice. Will probably never go back.

Be cautious when booking: we believed we were reserving Krystal Grand, but our reservation was actually for Hotel Krystal Puerto Vallarta. These are two very different resorts, and the online photos can be misleading. Arrival & Check-In We arrived on Friday at 5 p.m. and noticed police at the front entrance conducting a bag search. Check-in itself was smooth and efficient. Our room was located on the 25th floor with an ocean view. The room appeared clean and the beds were comfortable. It became evident that there is a significant police presence at this resort, and we later learned that officers stay on the property. Pool Area The pool is quite small. Marcos, the bartender, provided excellent service—he remembered guests' drinks and spoke very good English. There is no swim-up bar, and the small poolside hut/bar setup felt somewhat improvised. Dining There is only a buffet available; no à la carte restaurants. The food was acceptable but with limited variety. Beach The beach itself is nice, but it would benefit from more frequent cleaning, as we noticed cigarettes, food, and drink containers. Marcos also provided service on the beach, and his attentiveness really improved our experience. There are many vendors, but they were respectful and moved on when told no. The location is convenient—close to both the airport and the Malecón—and you can walk a long stretch of beach from the property. Overall Impression I would not recommend this resort or stay here again. The property is predominantly visited by locals, and the experience did not match the impression given by the online photos, which appear heavily filtered and strategically cropped. Overall, the resort did not meet expectations.