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About
4.0
#54 of 145 hotels in Puerto Vallarta
Location
Cleanliness
Service
Value
This Mexican and friendly resort provides different atmospheres with a contemporary design framed by the natural beauty of the mountains, decorated with rustic streets, aqueduct and tropical vegetation with a spectacular view of the Bahia de Banderas bay. This property offers 4 pools facing the sea where we guarantee fun and entertainment one of them with children slide. 3 restaurants and 2 bars. Located a few steps from the best shopping centers in the city and seaport; just 8 minutes from the International Airport and 10 minutes from the Malecon.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
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The Krystal Puerto Vallarta Hotel has garnered mixed feedback from its guests. While the staff's friendliness and helpfulness have been praised, some guests have been less than satisfied with the hotel's service, citing slow responsiveness and communication issues. Cleanliness is generally well-regarded, though amenities have fallen short of expectations, with complaints about pool and amenity maintenance and limited beach and restaurant seating.
The hotel's atmosphere has been noted for its lack of tranquility, particularly at night due to loud music. Furthermore, the value proposition of the hotel is questioned, with travelers mentioning unexpected charges and outdated rooms that compromise the overall experience.
Atmosphere
Rowdy
Rooms
Run-down
Value
Expensive
Cleanliness
Meticulous
Service
Inconsistent
Amenities
Limited
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The staff are friendly and helpful. Especially Juan A and Alberto. The rooms are spacious and clean. The food theme changes every night and is good. Many choices. You need to make reservations for the Mexican and Japanese restaurants. The only negative is so many people smoke at the pool. The staff ignore it. I have asthma and dont appreciate that even the security guard will stand next to a smoker and not ask them to move or put it out. So if you don’t like cigarette smoke blown in your face you should not come to this resort.
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Date of stay: November 2023Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
The staff are all fantastic, but that can only carry a place so far. The place is simply neglected. Yes, they built this big new 16 floor tower with nice new rooms, but what they didn't do was buy some new lounge chairs for the beach and pool areas for all those new guests (or replace the broken ones held together by rope). The pool towels should have been thrown out years ago, and again, there aren't enough for everyone. The towel system is a joke. You get towels at one location, which is at the far end of the resort. There is no card system forcing you to return your towel, nor is there any drop off bins. So, everyone just leaves their towels on the lawn chairs and you have no idea if the chairs are taken or not. People also just leave their towels on the chairs overnight so they can grab the chairs in the morning and replace them with new towels (again, leaving a shortage of towels). The pool areas are small and over crowded. There is no bar area to sit in the evening and get a drink, so your only option is to sit in the dark dingy restaurant after dinner and have a few drinks. The main floor in the new tower would have been a perfect spot for a bar, but they just have this big open area with couches, such a waste of space. The food is ok, you won't starve. The rooms in the older part are old and weathered and appear to have the original curtains, bedding and mattresses. Overall, the place needs a major overhaul.
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Date of stay: December 2019
Location
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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This was the first time we've stayed at an all inclusive resort and we were not disappointed. The first dinner we had at the main restaurant was a bit disappointing but after that we moved to the restaurant by the pool and the food was fantastic there. We stayed in the 2nd tower and the room was bright, clean and newly renovated. We booked our vacation through Sunwing and they were also great to deal with and Jorge was always around to help us with any questions. The grounds were nice and very well kept. The beach is beautiful!! They also have evening entertainment which was also quite good. I can't say enough about the staff there! They were 2nd to none. Super friendly, very helpful and hard working. One thing to consider when you're going to an "all inclusive" is the hard working staff there. They don't make a lot of money so bring $100, go to the bank right around the corner and get pasos and tip all the helpful staff you encounter..... from the maid service that makes sure the rooms are cleaned daily to the bar tenders and the serving staff. The tips mean a lot to them and they really appreciate it. If I had to criticize anything is that there isn't enough lounge chairs around the pools or on the beach so you have to get up early to reserve your spot for the day. Also, the wifi is really hit and miss. But over all the Krystal Resort was a beautiful place to spend a week soaking up the sun, enjoy your stay there!!
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Date of stay: February 2020
Value
Cleanliness
Service
Room Tip:upper floor overlooking the ocean from Tower 2 is beautiful
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Although the staff was pleasant to deal with, I would not call this a 4-star hotel. When we arrived, they only had 1 key card for us and we were told someone would come by to program a 2nd one. No one ever showed up. We went to the desk the next morning to try to get it and they had to start all over so it took about 2 hours to get 2 key cards that opened our door and we had to be in our room for them to program the cards. The table and floor were covered in sand when we got to the room the first night (rest of the days weren't a problem), the phone didn't work and the sliding glass door did not slide easily. There were 2 buffets but the food was limited and not overly hot and the literature we were given didn't have the correct times so it was hard to know which one of the two was open when. Finally, there were only a few lounge chairs by the pool and on the beach and people would "reserve" them so unless you were there first thing in the morning, it was often difficult to get one. The hotel also seemed to have a limited supply of towels and on two occasions, we were unable to get one without waiting 30 minutes. Despite the hotel not living up to what we expected from a 4-star hotel, we did enjoy our vacation but I would definitely choose a different hotel if I ever return to PV.
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Date of stay: February 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Barbara_Gamerdinger, Manager of quality and service at Krystal Puerto Vallarta Hotel
Responded Mar 30, 2020
We appreciate you choosing Krystal Puerto Vallarta to stay at your recent visit to Puerto Vallarta. While we do our best to always deliver a smooth experience, it appears we fell short and did not meet expectations during your visit. Please accept our sincerest apologies. We will address the issues you have brought to our attention with our Guest Services Department to ensure improvements are made. We hope you will consider giving us a second chance to prove this is not typical of a stay at our hotel.
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
First things first, a group of 6 of us (3 couples) booked at this resort, all requested king beds and to be in the same building as each other. Once we got there, our rooms were not ready until 4 hours after we had checked in, once we finally got our room we were located in the "old building". They had tried to give us a room with one double bed and a pull out couch next to it. Not what we asked for. Once the other 2 couples in the group got their rooms, they were located in the "new building" we took a look at their room which was beautiful, clean, modern and had a king bed. We then asked the front desk to be moved as this was unacceptable, we all payed a lot of money to stay here (payed too much for this resort for sure) after numerous complaints the manager finally moved us to the new building with a king bed, however we had no towels, no bottled water, there are no pop or liquor provided in the rooms. Terrible. The food here was not good at all. Everything was soaked in butter. The pool has no swim up bar, not enough chairs, never had enough cups at the bar and you will likely be waiting all day for a pool towel if you aren't up when the towel booth opens. The pool is filthy. There are always pigeons by the pool and restaurant. I don't know how this hotel is rated a 4 star, I would barely give it a 2. Not worth the priced payed. Very overpriced for a underwhelming resort. Didn't even hear good things from other people staying here.
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Date of stay: February 2020
Location
Service
Sleep Quality
Room Tip:If you stay here I would ask to be in the "new building" as the "old...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Barbara_Gamerdinger, Manager of quality and service at Krystal Puerto Vallarta Hotel
Responded Mar 25, 2020
We thank you for have chosen Krystal Puerto Vallarta to spend your vacation, we would like to thank you for the comments regarding your resent stay. I am disappointed to know that your visit here was not as enjoyable and that we did not meet your expectations. Please be assured that we are taking action so this will not happen again. Our goal is to have all of our guest leave here completely satisfied. I thank you for taking the time to share this information, and hope to host you again in the near future.
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We stayed at the Krystal PV for a week in December, in the “deluxe” rooms which are located in the 15 storey high rise about 100m back from the beach. We were on the ocean side so had views out to sea. The resort consists of an older 3 storey Bldg on the beach & then 1 storey villas scattered across the rest of the property.
The “deluxe” rooms were pretty basic, yet clean & with a modern bathroom. The room had a small balcony with two wire chairs. The internet in the room was not usable.
We had just the room (no all inclusive) and didn’t eat at the restaurants. They looked liked a basic buffet and saw a price of 220 pesos for lunch. There is a Starbucks, supermarket, a mall, Outback Steakhouse within walking distance. The room had a small fridge, so we picked up some breakfast items from the Sorianna supermarket nearby. I also recommend the Italian restaurant across the road - Abbraccio.
The pools were crowded so we ended up going to the beach each day. There are no restrictions, so most of the best spots (fixed umbrellas & chairs) go early at 7.30a-8a each day. If you arrive later, there are hawkers looking to rent you a beach umbrella for 250 pesos a day. The beach chairs were hit and miss with a lot broken. It is also a public beach so you have a lot of hawkers coming through to sell you something every 5 mins. There was no food or beverage service on the beach.
I also found it strange that the resorts on either side had shark nets out but not the Krystal.
Overall it cheap and average.
The Icon & Peninsula condos on either side of Krystal are pretty new & modern high rises.
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Date of stay: December 2019Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
My fiancé and I stayed at Krystal and we had an amazing time! We did the “all inclusive” option and it’s so worth it considering how much we ate and drank. The hotel is big, lots of outdoor and nature space, very clean, and the staff is very friendly, prompt, and caring. We got to know a few of the servers who also gave us great tips of things to do in Puerto Vallarta. The view is beautiful and the sunsets there are breathtaking. Location is also great: about 10 min drive from the airport and 5-15 min drive everywhere else for tourists, basically : the Marina, Malecón... also walking distance from a galleria with popular stores and souvenirs.
There are three large pools: two for adults and one for kids. In one of them, the entertainment staff always had some sort of activity going on: trivia, bingo, volleyball, etc. Keep in mind these are not temperature controlled so they get pretty cold during off summer months. We still managed to go for a swim a few times though, even in January.
The food was delicious and there was always a large variety to choose from. Specialty dinners are a must so don’t forget to reserve one day in advance. The website says the hotel has 4 different restaurants to choose from but keep in mind that due to the pandemic there are only two open; one indoors and one outdoors.
Here is where my two “buts” come in.
1. The wifi is bad. Like, REALLY bad. My devices would disconnect from the network all the time and the connection was super unstable, especially during times of the day most people were using it. I was there for two weeks (the first week for vacation and second one to work from home due to Covid restrictions) and working from the hotel was a struggle, from any location! I had unstable meetings and sometimes would struggle to send an email.
2. This is in regards to the Krystal Tower. I’m not sure if this applies to all the rooms in this building, but our room was connected to the room next door by a door with a small lock on it. We had someone accidentally walk in on us at least 4 times throughout our time there since the lock is the same for both rooms. This was very unpleasant and we never felt like we had 100% privacy. One of the times we had just gotten out of the shower and someone opened the door - thankfully we were on the side of the room that they couldn’t see us. Would definitely choose a room in a different building of the hotel and confirm with the front desk that the room is completely private.
Other than that, we loved our visit and would not hesitate to go back to Krystal! We loved how much space was outdoors, the view from our room and how close it was to everything we had planned on doing. Enjoy!
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Date of stay: January 2021Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Barbara Gamerdinger, Otro at Krystal Puerto Vallarta Hotel
Responded Feb 12, 2021
Dear guest; Thank you for your visit to our resort and for taking the time to convey to us your observations regarding your stay. We regret the situations that you experienced during your stay regarding our security process in connector rooms, we will check the process, I want to offer you my sincere apologies for the impact caused for the rest of your stay. We take our guest's concerns very seriously, as it is the best way to improve our services and facilities, and at the same time find out what we are doing right, to commend our staff and keep improving. I have shared your comments with our management team, in order to take specific actions. Again, your feedback is important, and we take it seriously being a GHSFproperty we seek excellence, I hope you will give us the opportunity to welcome you back and to offer you a fantastic experience we will be happy to assist you with the arrangements.
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Check in was quick, mind you we arrived pretty late at night. First room was definitely unacceptable, I immediately went back to reception and we were promised a different room the next day. First was maybe part of the time share - big but old and smelled funky. We were moved to a room in the newer tower that was more in line with what we were expecting. $10 American got us in a bit quicker, not sure how long the wait would have been otherwise.... We had no complaints with housekeeping. Towels weren’t great but were useable. Food was edible but definitely not good or great. You can request French fries, bacon, guacamole but no guarantee that you will actually get it. Staff rotates so even if you find a good attentively server there is no guarantee that person will be there again the next meal or even the next day. Saw Savia Rhythms of the Night, good show, decent food, wasn’t a fan of being “herded”. Bus system is easy to use and cheap 10 pesos to the Boardwalk - which I would highly recommend walking. Overall a nice time for me away from the cold and snow.
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Date of stay: February 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
I chose this resort on the fact is was a 4 star rating. I’m more stuck giving it a pinch less. The staff a definite 5 star. From the front desk, waiters, bar tenders and housekeepers I was very happy with that. The breakfasts were awesome. The lunch I could always find something to eat (I’m celiac and therefore have very few options) I sent a letter beforehand and was hoping I’d have a little more help navigating the buffet but if I flagged someone down they would always find someone to help me through. I never ate off the hot buffet line but appreciated the fresh roasted beef, turkey, fish and fresh vegetables. The evening meals (in my opinion) were very disappointing. They were themed and every thing seemed similar each night. I would have loved if they even just had “street type tacos” every night but only once. I just assumed it’s Mexico and that would be common. We ate at the Italian restaurant and was super disappointed. The ambiance was that of a banquet room/ meeting room in a super 8 hotel. I guess I was expecting something grander. The food was comparable to the buffet line.
The drinks were good (not the wine) The beach is lovely. The grounds were clean. We stayed in the tower and I was very pleased with the size of room and large bathroom The loungers (why is this such an issue) I refused to play the “save the chair” game because I feel it’s rude to hold a chair then not show up until 1pm. After my 4th day of not getting a chair I said screw it and went out in the dark. NO CHAIRS and NO PALAPAS LEFT. we stumbled through the sand and finally found 2. Guess why? They were both broken. Ugh well at least we didn’t have to sit in the hot sand that day. My hubby rigged up our chairs to make do. Location to the airport was a winner for me. Easy to catch a bus for 10 pesos yo get to the Malecon or Walmart or Marina. A few blocks down towards the malecon is a great little food area called the “Food Park” an outdoor eating area with a bunch of different restaurants. The best steak I’ve eaten I had there. We ended up going there a few nights when the buffet didn’t look appealing. All in all it was a nice getaway from our cold winter the resort is really pretty the staff are fantastic there were just some things were a little disappointing.
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Date of stay: February 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Barbara_Gamerdinger, Manager of quality and service at Krystal Puerto Vallarta Hotel
Responded Mar 30, 2020
We appreciate you choosing Krystal Puerto Vallarta to stay at your recent visit to Puerto Vallarta. While we do our best to always deliver a smooth experience, it appears we fell short and did not meet expectations during your visit. Please accept our sincerest apologies. We will address the issues you have brought to our attention with our Guest Services Department to ensure improvements are made. We hope you will consider giving us a second chance to prove this is not typical of a stay at our hotel.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Front desk: helpful (if you have a situation, just let them know exactly what it is, like I did, and you’ll be okay... they will try to figure out something)
Cleaning staff: amazing (if you need something, like water or moisturizer, let them know you want and how many you want them on your room everyday and they will do it with a smile on their faces every single day 🤩)
Food: really good!
Restaurant especialidades: this is included in your all inclusive package, they have 2 specialty restaurants (Japanese and Italian)... you will need rsvp 24 hrs in advance and, if you enjoy early dinners, get there the day before early am (so you can choose the time of your dinner) the staff in both Italian and Japanese are AMAZING!! ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ They will remember the table you like, the drinks you like, just about everything you love and enjoy... if you are too cold (as I was) they’ll try their best to keep you comfortable and happy.
My admiration to all the people that has a happy face and still try to make you feel pampered and loved, even though they have worked for 2 weeks straight there, I feel you guys! Just communicate your needs to the staff, and you’ll be really happy!
If you come in January, maybe you’ll get whales right in front of you!
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Date of stay: January 2020Trip type: Travelled solo
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
There are more places to choose from in the Puerto Vallarta area.
PRICE RANGE
C$130 - C$194 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
krystal puerto vallarta hotel puerto vallarta, nh hotels puerto vallarta, nh krystal puerto vallarta, krystal vallarta, nh hotel puerto vallarta, krystal hotel puerto vallarta, nh krystal vallarta, krystal resort puerto vallarta
LOCATION
MexicoJaliscoPuerto Vallarta
NUMBER OF ROOMS
388
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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