The Hacienda at Krystal Grand Puerto Vallarta- All Inclusive

The swim up pool suite was very nice, breakfast at the hacienda buffet was very good variety.

Very little, unfortunately. The only positives were a few individual staff members who tried their best despite clear management and systemic failures: Dani Luiz (Entertainment Manager) went out of his way on Day 1 to personally involve the head chef so my vegetarian wife could finally get something edible for lunch. Fatima and David at the Krystal Grand lobby bar provided consistently good service and were genuinely pleasant. That’s it. The individuals above were the exception, not the rule.

We stayed at The Hacienda at Krystal Grand Puerto Vallarta for 3 nights, booking 2 rooms for 4 adults. This was, by far, the worst resort experience we have ever had in Mexico — and we have previously stayed at other resorts in Tulum, Playa del Carmen, and Cabo San Lucas. What follows is a day-by-day account of a stay that involved lack of basic food options, hygiene issues, possible bed bugs, staff attempting to enter an occupied room, rude front-desk behavior, and complete failure by management to compensate or follow up. Day 1 – No vegetarian food, dirty room, broken toilet, bug bites My wife is vegetarian; my parents and I are not. Upon check-in, we went for lunch at the main buffet in Krystal Grand (note: Hacienda buffet does NOT offer lunch or dinner — only breakfast, which already limits value). The only vegetarian food available was: Plain steamed vegetables (no seasoning) Mashed potatoes That was it. We asked the junior chef if something simple could be made — veggie tacos, quesadillas, anything. She repeatedly pointed back to the steamed vegetables. Multiple snack bars also had nothing vegetarian. We then met Dani Luiz (Entertainment Manager) — the only bright spot of this entire resort. He personally walked us back to the buffet, brought out the head chef, and ensured my wife finally got vegetarian tacos. Without him, nothing would have happened. Back in the room, we found: A soaking wet side chair and footrest A broken toilet seat We escalated this to Ernesto (Resort Manager). He promised: The toilet seat would be fixed Vegetarian options would be addressed Something “special” for vegetarian would be arranged for our Catrina restaurant reservation A room change might be possible later That night, I woke up with 8 itchy bumps on my scalp, strongly suggesting insects in the bed.

Pool options

The personal pool was not warm and we paid for a swim out pool without a lot of use.

la comida

la habitación tenía un ligero olor a humedad

La temperatura de la alberca de adultos estaba fria. Y la alberca de la habitación igual.