Krystal Grand Nuevo Vallarta

Krystal Grand earns its mixed reviews. Our room was clean and beautiful, however did not have a/c and the ground floor balcony door did not lock. The staff was wonderful - special shout outs to Adrian from the pool bar, Lizzeth who greeted and seated for the buffet, Salvador from the entertainment staff, and Marco from the front desk. The food was just okay - nothing special. There was staff cleaning everywhere we could see all day. We had no trouble finding a place by the pool or beach every day - getting up early helps. The adults-only pool was great and had a great view of the ocean.

am writing to express my extreme disappointment with my recent stay at the Krystal Grand Resort in Puerto Vallarta from July 23 to July 26. What was meant to be a relaxing birthday vacation turned into a series of unacceptable inconveniences and poor service that completely ruined my experience. Upon arrival, the first room had bugs, and the phone did not work, preventing us from easily contacting the front desk for assistance. We were moved to a second room, only to discover that the air conditioning did not work, and the shower was non-functional. When we informed the staff, we were told to wait 40 minutes for a third room or to shower in a dirty room—both options were unacceptable, especially as we had dinner reservations at 9:00 PM that we ultimately missed due to the delays and inconvenience. A manager apologized and attempted to make amends by offering to: Send a complimentary bottle of wine Move our dinner reservation to 10:00 PM However, when we arrived at the restaurant, we were informed they close at 10:00 PM, so no dinner was available. This was not only frustrating—it was deeply upsetting, as this night was meant to celebrate my birthday. After walking back to the front desk yet again and requesting further help, we were met with an unaccommodating attitude. We were left with only one dining option: room service. We had not eaten since lunch, and after waiting over an hour, we were told the food had been mistakenly delivered to our previous room. When the food finally arrived, it was the wrong order. We did not receive the correct meal until nearly 2:00 AM. This was one of the worst hospitality experiences I’ve ever encountered. The lack of preparation, communication, and professionalism displayed throughout our stay was unacceptable. A birthday trip I was excited for turned into a stressful and exhausting experience.

Avoid this place at all costs ZERO STARS My experience at Krystal Grand Nuevo Vallarta was terrible. The facilities are old, dirty, and completely run-down. Nothing like the photos they advertise. The rooms smelled musty, cleanliness was clearly not a priority, and the furniture looked decades old. The food was another huge disappointment: tasteless, low quality, and poorly served. We ended up eating outside the hotel because we simply couldn’t trust what they were offering. To make things worse, we tried to cancel our stay three days in advance, but the hotel flatly refused to refund our money. A total lack of professionalism and customer service. This is not a resort… it’s a zero-star hotel. I absolutely do not recommend it. If you’re looking for rest, comfort, and good food—look elsewhere.