The Hacienda at Krystal Grand Puerto Vallarta

Really enjoyed my 7 night stay at The Hacienda at Krystal Grand. It's adults only so is much quieter and more luxurious than the other family friendly side. The rooms were clean, stylish and comfortable. Beds were so very comfortable. The restaurants and buffet were good and the service was stellar. Especially Antonio at the Hacienda Pool. His service was absolutely amazing and we really enjoyed all our time spent poolside. Our drinks were never empty and he was so friendly and attentive. We will definitely be back!

This was our second consecutive year here so it felt like home. We recognized some of the same great staff. Rafael and Carlos were incredible pool side servers at the Hycienda pool. Karen and Lorenza at the O’West sushi bar always took great care of us. Le Delice restaurant was outstanding both in food and atmosphere. If I could offer any suggestions it would be for a dance club on site. For food I would like to see more variety for daytime snacking options as well as at the buffet. Thank you for an another great trip.

⭐ 1/5 — Would not return. Unsafe and poorly maintained despite appearances. We stayed at The Hacienda at Krystal Grand Puerto Vallarta for two nights on what was supposed to be a birthday getaway. Thank goodness it was only two nights. We ended up switching rooms three times due to serious issues — dirty bedding, broken lamps, overwhelming musty/smoky smells, and worst of all: multiple flooding incidents. The second room seemed okay until I discovered the nightstand drawer was full of water. I assumed it was a spill—until a full-on waterfall started pouring from the ceiling light above the nightstand after a rainstorm. Water was streaming directly from the electrical fixture, pooling rapidly on the floor and splashing onto the bed. Extremely dangerous. We asked for a room change, but staff initially insisted on sending someone to “repair” it. No one showed for over 45 minutes, and the situation worsened. When I returned to the front desk and emphasized how unsafe it was, we were finally moved again. Unfortunately, the third room was no better. Rain the following night led to flooding from the balcony and walls, soaking the floor next to the bed. We were so exhausted we tried to sleep through it—only to be jolted awake at 2am when chunks of the ceiling collapsed. We were moved yet again, stepping over fallen plaster and puddles in the hallway to get to our final room, which was thankfully dry. The entire lobby was flooded, and the pool was spilling over into the garden area by our last day. The hotel insisted this was “unusual rain,” but locals and drivers we spoke with said this is just the start of the annual rainy season. Clearly, this hotel is not prepared for it and has not invested in proper maintenance. There were visible ceiling patches everywhere — bandaid solutions for problems that will return with every storm. The buffet food was average (edible but uninspired), but the a la carte restaurants were much better. The fish spot by the pool and the Mexican restaurant upstairs were both enjoyable. Drinks were fine for an all-inclusive. Service from the bell staff was excellent and very friendly — honestly, they seem to be doing their best in a hotel that’s falling apart around them. This hotel may look nice at first glance, but it's a textbook case of style over substance. It may have once been a Hilton, but the remodel is clearly superficial and poorly executed. We now understand why the price was so low for what is marketed as a "5-star" experience — this is 3-star quality at best. I hope this review helps others avoid the experience we had.