Krystal Grand Puerto Vallarta

Overall we had a great time! Hotel was pretty clean and kept up. Staff were friendly and helpful. Some miss information and a few “ in 5 minutes “ Mexican time! [Details]

The hotel is very well kept. Very nice.
Staff are very nice and remember you. Very hopeful
Very good resort to just sit back and relax.
We would go back to the resort if we go to Puerto Vallarta. [Details]

We got a room that had no direct sunlight. There was a balcony but the view was completely blocked off by a screen that you can't see through. Im guessing probably because the view was not too pleasing. We requested to change rooms multiple times. Each time, we got different answers saying they don't have other rooms available at this time. Told us to come back in 3days. We went back to talk to someone the second day and finally she gave us another room that had partial ocean view. She also compensated us with access to the sister resort next door. But the rooms were still run down and housekeeping did not do a great job with cleaning. They didn't pick up the hair in the shower drain and did not replace the toilet paper until the last roll was absolutely down to 10 pieces. I did enjoy the buffet though. They had a good variety. I would say this is more of a 3 star, maybe once it was a 4 star when it was brand new. [Details]

It was my first time at that hotel. My friend tripped on the water feature in the entrance. Bad spot to have one. Reception was super. Room was good. Partial view was good . Mini bar poor 2 beers 2 water 2 coke.
Pool good size I am a swimmer and was in the pool at 8 am no one was in before 9;30 . I did not like the mad rush to get a chair . Saw some people having chairs in the shade and sun not fair. the best spots were gone by 9 -10 . They should have a better system . Saw some people leaving the chairs unattended for hours with a towel on code for taken the beach chairs were bit dirty . The roof pool amazing view music bit to loud . The staff work very hard are attentive and pleasant . The food was so good all of it . I did not not like one thing. I told my friend no one will believe us . I would and will go back to that Hotel .They must had a shortage of face cloth we keep asking for at least 2 everyday and nope none . I did not understand about the Hotel next door if you pay more you get to use the restaurants . [Details]

The rooms were great and the service even better
We had a wonderful time were treated with respect and kindness the staff seemed to recognize us after one day
We had a glitch getting home and our flight was cancelled so we were able to stay in the same room at the airline expense
The food was amazing so much variety and fresh fruit.
Our hotel flight and travel person worked hard to get us back home [Details]

Travelled with my Aunt and cousin for a 7 day stay. Check in was prompt and efficient. Rooms were clean and bright. I had a partial ocean view room, cousin had an ocean view and Aunt had a regular room. Her room had a strong musty smell but was still clean. We arrive late in the day so basically ate at the buffet and went to bed after a long travel day.
I'm a very early riser so next morning around 5:30 am went to poolside. NOT A LOUNGE CHAIR TO BE FOUND!! Every single one of them had a towel/book/etc on it. [Details]

The staff were all very nice. The food is good for the price. But the AC in my room was never working properly despite several attempts by service man. It was very weak and the temp in room was 27 degrees C. Too hot. I just wanted it to be a bit cooler like around 24 degrees C. But this never happened. Had to ask twice for face cloths and hand cloths. [Details]

The pros : The Staff were very professional and always helpful.
The room was nice. The grounds and pool area were well maintained.
The cons:The room was nice, but lacked cleanliness. I had to call the front desk to mop the dirty floor. We were left with dirty glasses in our room to drink from on certain days.
The food selection and quality were lacking. The omelette station lady said they ran out of cheese for omelettes. The milk machines were empty and had no milk in them the first two days of our trip. The specialty restaurants were not special at all. I didn't finish one meal and I left the restaurant early. Stick to the buffets where you get more food and a lot more food choices.
The entertainment was not as impressive as I have seen at other resorts. Drinking games ? Karaoke? is not my idea of quality entertainment. The resort hired Mexican dancers who looked more like amateurs than professionals. You can tell the resort didn't invest much money to entertain the hotel guests. Overall the entertainment was underwhelming.
The timeshare sales people onsite were a little annoying at times. The hotel ownership changed hands 3 times in a year which should be a red flag. Krystal Grand Puerto Vallarta falls well short of a 4 star resort. I do not recommend this resort. [Details]

Our pre honeymoon was booked November for march 30 to April 4 2023. We booked and upgraded to a Deluxe Ocean View with a king size bed at the Krystal Altitude. Upon arrival we were put into The Hacienda without and Ocean View. It had 2 double beds. Not a King. It had a pigeon nesting on our deck that had Sh_t all over the the beams of the deck. The al a carte meals weren't as good as the buffet. We would have to flag down a poolside waiter in order to get drinks that would take a half hour to receive if they hadn't already given them to the person they had gone to just before us. The staff at the resort weren't friendly except for a couple that we took there names to make sure they were acknowledged and rewarded. It would make this resort more more successful if the staff wouldn't speak Spanish in front of the customers while dealing with their mix-ups in their reservations and more smiles like they enjoy or appreciate being there. They need to promote the staff that give service with a smile. plus the hard alcohol taste like it was watered down. They were doing upgrades and painting during the day while we were trying to relax by the poolside.( The fumes of paint and the grinding of the painted walls.) [Details]

the hotel was clean and the staff are very accommodating. Location is great close to almost everything you need. Entertainment everyday
Definitely needs an upgrade and you can't get food after 11pm [Details]

Great location, close to shopping , buses, waterfront property …Great service from front end staff..,excellent service from Buffet& Pool bar staff…!!! Clean & big rooms, 4 star…
2 Pools, good size, plenty of beach area & chairs….would stay again..!!!! [Details]

The staff at the Krystal Altitude was super friendly with outstanding service. Makes your stay super welcoming and enjoyable. The resort had many great things happening all the time so you could meet people from all over the world. Solitude was also possible in many spots if needed.
The many restaurants offer a great selection of foods so that you eat something different everyday. Wines were exquisite served with all the evening meals with a Mexican flair.
Our room was super clean with a mini bar with snacks replenished everyday. We loved the private pool to our room which allowed us to paddle and enjoy each other's company.
Overall super nice resort with a great location would recommend to all my friends [Details]

We expected much more for a 5* rated hotel. Suggest it's now a 3*. [Details]

We REALLY enjoyed our time at the Hilton Resort in Puerto Vallarta. The food was good, the pool deck spacious, it had great proximity to the ocean, two of the restaurants were very good: Italian and Mediterranean. The service was friendly and worked hard. We would definitely recommend it to our friends and family. [Details]

The service here is outstanding. Every staff member is ready and willing to help. There are many English speaking staff members and hopefully others are skilled in different languages. No Hotel is absolutely perfect, the Hilton will readily help if there I an issue. The food works. The room are nice. [Details]

Our group had a wonderful time in the hotel. Enjoyed the pool and the ocean. We had fun at the mexicain fiesta. We were able to go out to town to the market to buy souvenirs. Took a great tour on the ocean and were able to see the humpback whales. [Details]

I was very disappointed in a few things. This does not come close to the Hiltons in Canada.
1) it took forever to check in...I was told the room would be ready by 3pm, we arrived back by the city at 230pm..I waited 1 hour at reception before I got to my room, around 330pm. No reasons given, not even an apology.
When we checked out no freedom of time knocking on my door at 1130 to tell me to vacate!!
2) They say all-inclusive includes 5 restaurants, I tried several times to get a reservation for the other restaurants onsite and, they always had an excuse, first they were sorry one needs to book day before, second sorry no space try again tomorrow, then sorry you can not book more then 2 days in advance. Finally I had to eat dinner at 930pm on two occasions. The restaurant situation is very misleading.. I had to eat every day at seafire grill by the pool.
But its very safe and secure. Rooms are big.. Most staff are very friendly and kind.

I will never go back to this hotel again! [Details]

Great all inclusive holiday! [Details]

overall, good experience. [Details]

I stayed for 2 weeks by myself. This was my first solo vacation and I would definitely go back again. [Details]

Trip.....Feb 22/16 – Mar 3/16. Ok, so here it goes. Arrived early, so not expecting our room to be ready. Reception gave us our bracelets a couple towel cards and we put our swim-suits on and started our trip. We were told to come back at 3 pm. Which we did. Room still not ready, come back in 15 mins. While we are waiting people are arriving and being shown to their rooms. We sit and wait and wait and finally the front desk after once again checking with maid... our room is finally ready. Off we head to our room and open the door and I just about threw up. The awful sewage smell coming from the room was disgusting. Back down to front desk. With some funny looks at us, (making us feel very uncomfortable) they found us a different room "but you can't have a king bed". So off we head to this room. Well, this smell is but not as bad. Down fall, we are over the service entrance. Lot's of noise and trucks coming and going. We suck it up for the night and head to dinner. The resort is dirty (My husband noticed this, so it must have been bad.) Not at all impressed with this supposed 4.5-5 Star resort, we decided to get out. Well we couldn't. Apparently no other hotels available in the area. They moved us to a different room. This one was somewhat better. It would have been nice to have more than a 2 door dresser to put my things in. I don't like to stay somewhere for 10 days and have my stuff on top of the table. The shower leaked all over the floor and you just prayed that when you were washing your hair the water didn't stop. Yup, that's right, the shower would at any random time stop and then take up to 2-3 minutes to start working again. Also it took several minutes for it to start in the first place. The toilet at times sounded as if it was going to explode. The drainage in the sink was horrible. So watching your toothpaste spit for awhile was entertaining. The bed was comfy, so that was a plus. The maid did awesome towel creations. So that was something to look forward to.
Now for the food....I guess if that's want you want to call it. Breakfast was probably the best meal of the day. How do you screw up eggs?? Although we were confused as to why the bacon and sausage were kept behind the counter. Also when they ran out, they sure weren't making any more. Lunch for me was fine. I generally eat salad with veggies. My husband on the other hand had a horrible time trying to find something. As it said in reviews it had a big buffet. Not really. Maybe the food would have tasted better if they didn't cook everything so early and then place it in buffet steamers. Yes, steamers. So a nice crunchy French fry was now a wilted noodle. A pizza crust was a soggy mess and the chicken nuggets were soft. Twice we ate hamburgers at the outside beach restaurant. They were awesome. Then something happened and the burgers changed and tasted like garbage and looked beige. Half the time the stuff was cold. So we were fearful to eat the stuff. I mean how long has it been sitting cold....can you say FOOD POISIONING!! We ate at the Mexican a la carte for dinner and that would have been our best meal. We never once saw any type of roast (chicken, beef or pork) everything is in some sort of sauce. Please remember not everyone can eat sauce. We left the resort quite a few times and ate out.
You have some very exceptional staff and you have some young fellows who like to stand around and talk with each other. I have never been to a resort where I have sat down for breakfast and right away someone is not there with coffee and water. Not here, when you can grab someone's attention you have to ask for a drink. Like it's unusual for a person to want a coffee in the morning. Same thing at lunch. It's warm out people bring some water. We actually complained about that when we were there. Like I said some staff was great. The 2 older gentlemen in the lobby bar. One does morning shift and one does the night. Both great men. The older gentleman who waits in the lobby bar in the evening. These are top notch men. Also the men who serve around the pool and beach. All great guys who truly work very hard. The maid in our room and the poor maid who rides up and down in the elevator cleaning it. Too bad not a lot of cleaning is done in the hallways and main entrance.
My husband and I are not complainers. We have gone away for the last 15 years. Sometimes staying in 3.5 star hotels. We enjoy good service and will get our own drinks for breakfast, lunch and dinner if that is an option at the resort. We usually stay in Nuevo but decided to stay closer to town this year. This property was a bit more money but we thought “It's a Hilton, it should be pretty darn good”. Not so, very disappointing. We made the best of your resort because we enjoy our annual trip and enjoy being together. Will I tell people about the pitfalls...YES. This definitely is not rated properly. We had talked to several couples at the resort who felt the same and they had more complaints than this. Time to step it up Hilton and get the job done right.

Tammy [Details]

This is a relatively small resort which turned out to be negative because there was a convention going on that eliminated a number of food and drink services due to their presence [Details]

The Hilton is a small, hotel style resort. Rooms are sparse, view is great, location is perfect! [Details]

Great experience [Details]

Great location, and helpful staff (when asked several times) ... Housekeeping was not up to our standards in terms of service, our room was not made up for 2 days until we brought it to their attention ... we requested towels and they never came ... my wife had to go to housekeeping's cart and ask for them ... the internet did not work in our 1st room after receiving a charge in an all-inclusive hotel, we had to move rooms after unpacking and getting settled .... other than a clogged sink, and the drapes coming away from the ceiling, we loved our stay ... the staff was courteous and helpful ... the pool was terrific ... our bartender/ wait staff/ and concierge were fantastic! [Details]

nice hotel, friendly staff, good food, good location.
overall great experience [Details]

I don't have any real bad things to say about the hotel, except
the service in the all you can eat buffet....
everyday, we would sit at a table asked for coffee/tea, would get hot water no tea, would get coffee no spoons, no sugar, would always have to wait for drinks, anything we would ask for had to wait a long time so we had to ask again or go try to get it ourselves
and in the rooms, had to ask for towels and hair shampoo and stuff not left on a daily basis, two people in the room two showers per day not enough supplies. but do have to say when I asked for them I got it within minutes.
One more thing......was not able to relax at the beach because of all the sellers.....perhaps they should set up a table and umbrella on beach and tourists will go when want to buy something.

Would still go back [Details]

The hotel was very beautiful overall. It was very relaxing and peaceful. It was not overly crowded and had a mature crowd as well as young families. [Details]

We would not recommend anyone to this restort. They say that they are a 4-1/2 to 5 star resort, we would maybe give them a 3. Upon a late arrival there was no greeting and everything from the restaurants to the bar were closed so after a long journey we had to wait till morning to have anything to eat. Beaches are horrible, my husband cut his foot walking on the beach! The staff were not very friendly at all! The food was average with a poor seletion. Two of the ala carte restaurants were a combination of buffet and ala carte. Very cold, stark Resort, really lacks the Mexican feel and decor! We are seasoned travelers and this is by far one of the worst resorts we have been to. Disappointed to pay that kind of money and get there have to upgrade our room and still not be pleased. [Details]

I truly enjoyed my stay at the Hilton, I loved the heated pool and the comfortable bed the most. The food was fine I certainly did not go hungry I am glad I did not listen to the reviews on trip adviser. I would definitely go back and I have already recommended this hotel to friends and family. [Details]