The Hacienda at Krystal Grand Puerto Vallarta - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

222 reviews

• 

  Ruined vacation

  One of the dirtiest hotels that I have stayed at. I booked it through Expedia based on pictures. It was disgusting! I had to get an Airbnb.

  Dec 01, 2025
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  Top notch stay

  We have just returned from a week with Air Canada vacations at the Hacienda Krystal Grand Puerto Vallarta. We now know the routine getting through the airport. (Second time) Once outside finding our AC reps and transport is a bit of a process but you are on vacation. Go across the street and locate transport vans lined up. The hotel is a two in one. If you are looking for a lively atmosphere for families book the Krystal Grand side. I large pool. Lots of chairs. Beach access with Lots of chairs and umbrellas. The ocean breeze was always pleasant. Very choppy most of the time. Water shoes not needed. A snack bar with drinks and burgers etc. This side has a rooftop adult pool. The views are impressive. Very quiet in the morning until 11am. Offers a bar service at 11am and 1pm snacks. Buffet for B,L,D. We used this for Dinner. Always good. Lots of choice. Staff were very pleasant and most helpful. The hotel provided a Mexican night with Dinner on the beach. The staff did a great job. If you are looking for a quiet relaxing adult location book the Hacieda side. 2 pools with lots of chairs. Never had to reserve. No loud music. The hotel does a great job of providing both options. As per recommendations on Trip Advisor we booked a pool side room on the 3rd floor. Good choice. Room spacious and bright. With a balcony. Thanks to our cleaning staff for doing a fine job and who we never met. Hacienda guests can access both properties. Hacienda Breakfast buffet. Lunch buffet pool side. Both very good. There are several à la cart restaurants to choose from located both sides. We did not book but heard all were very good. Many thanks to all staff on the Hacienda side: A special thanks to those we got to know over the week Manuel, Migel, Ruben, Karla, Marissa, and Antonio (pool drink service) I have missed some names for sure. Don’t forget to show your appreciation and tip the staff. We will return. You should go!

  Nov 21, 2025
• 

  Excellent hotel and service, very good amenities.

  It was our first time to go to Mexico and really enjoyed our all inclusive trip. The service and food was excellent, my wife was vegetarian thus we requested for special vegetarian meals which was very well taken care of, I would like to specifically thank Mr Ernesto (relationship manager) who went out of his way to accommodate our meal requests and make our stay very comfortable.

  Nov 17, 2025
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  ⭐️ 1 Star — I Wish I Could Give Zero. Worst Resort Experience of My Life.

  I have never written a hotel review before—good or bad—but my experience at The Hacienda at Krystal Grand Puerto Vallarta was so unbelievably bad that I feel obligated to warn others before they make the same mistake. My partner and I were placed in FOUR different rooms over the span of four nights. We never once unpacked our suitcases or felt remotely comfortable. We originally booked a Junior King Suite—the one with the blue accent wall, arched stone-style ceiling, and tasteful decor. What we got instead was a continuous nightmare. Room #1: We couldn’t even get in. Their key system was down, so a bellhop walked us to the room to try his master key, which also didn’t work. Annoying, but we were understanding. We went to dinner and were told our keys would be ready afterward. They weren’t. Room #2: Instead of the King Suite we booked and paid for, we were sent to an outdated, filthy room with - TWO double beds - No art on the walls - No phone - Mold on the curtains and chair - Stained robes - Dirt and hair on the floor - A broken ironing board - No deadbolt - A TV with a remote that didn’t work When I brought all of this to the front desk, the woman actually laughed and told me the room we booked “doesn’t exist”—even though I could literally see it from the hallway windows and offered to show her. Only after calling her supervisor did she agree to move us—but said it wouldn’t be until Monday. We checked in on Saturday. Room #3: On Monday at 4 PM, we finally received the “nonexistent” room we originally booked. It was beautiful—exactly what we paid for—but within hours we discovered the door didn’t lock at all, and the deadbolt was broken (again). The front desk’s “solution”? “Lock your suitcases.” Absolutely unacceptable. A helpful staff member escalated it to a supervisor, who confirmed the door was broken and moved us to yet another room. Room #4 (the “upgrade”): This room was technically a suite, the only difference being a swim-out pool—which we never used because we saw raccoons swimming in it the first night. At this point we were exhausted and just wanted a functioning room. But it didn’t stop there. Room Service Disaster: We ordered food one night with a 1.5 hour delivery estimate. Fine. Things get busy. The food never came. I walked to the lobby at 1 AM—because AGAIN, no phone in the room—and the only person there was the valet attendant, who kindly tried calling room service for us. The food finally arrived at 2 AM, waking us up from sleep. Total wait time: 3 hours. The ONLY Positives The service staff at the bars and restaurants were wonderful—attentive, kind, and truly trying their best. - Buffet: 7/10 - Hacienda breakfast buffet: 6/10 - Pool bar: 9/10 - Lobby bar: 9/10 But I’ve heard from multiple people that the food quality at nearby resorts is far better. The Final Insult After all of this—being moved FOUR times, dealing with unsafe rooms, mold, broken locks, hours-late food, and nonstop frustration—we received absolutely ZERO compensation or refund. This was my first-ever trip to Mexico, and it was absolutely ruined by this resort. I cannot say this strongly enough: do not book here. Save yourself the stress, disappointment, and wasted money. I genuinely hope management reads this and takes real action, because what we experienced was unacceptable on every level.

  Nov 14, 2025
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  Excellent service from Ernesto Perez at Hacienda Krystal Grand

  We had a few issues when we checked into our room with a jacuzzi — the jacuzzi area wasn’t fully clean and the air conditioning wasn’t working properly, even after several requests for maintenance. Then Ernesto stepped in, and his service truly made the difference. He was very attentive, arranged for the AC to be checked again, offered us champagne and a restaurant reservation to make our evening better, and even helped us move to a different room the next day. Thanks to him, the experience improved a lot Ernesto was professional, kind, and genuinely cared about making things right. He turned what started as a disappointing stay into a pleasant one — his customer service really stood out!

  Nov 10, 2025