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Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
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Krystal Grand Nuevo Vallarta has earned mixed reviews, with some guests praising the hotel's location near Bucerias and the Flamingos Pathway, and others enjoying the variety of pools. However, concerns about room cleanliness and maintenance, along with outdated decor, have been flagged by several travelers. While the hotel's atmosphere is lively, it can be too noisy for those seeking tranquility.
Service experiences vary, ranging from commendable to frustrating, especially regarding restaurant reservations. Additionally, some guests feel the value does not match the cost, mentioning unexpected charges and poor food quality.
Location
Convenient
Atmosphere
Lively
Rooms
Neglected
Value
Expensive
Cleanliness
Mixed
Service
Inconsistent
Amenities
Satisfactory
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Husband and I were there from December 27/23 to January 3/24 and got to ring in the new year at this resort.
The GOOD stuff:
ROOMS were clean and spacious and we had a lovely view of the ocean from our 67th floor room, even though our balcony overlooked the main salon.
POOLS were nice - a perfect temperature to get refreshed from the heat and the sun. There was often something going on - games or exercising, and there was usually music but we never found it too loud or distracting - but we did spend the vast majority of our downtime at the beach, rather than the pools (we prefer the view and the sound of the waves)
BUFFET was good - lots of dishes, and a reasonable amount of variety. They often ran out of things in the trays but they were quickly filled up or replaced with another item. Sometimes it was a bit of a wait to get coffee in the morning or a drink at dinner - but the staff were working their butts off and we were on vacation so we didn't care if we waited for a bit.
BEACH is nice - the waves were unusually big while we were there - but you could still swim and body surf, but there were red flags displayed for 2 of the days during our stay. The beach has soft sand by the resort. You can walk along the beach from Bucerias all the way to a breakwater about 10 kms one way. There are many locals selling their wares or services on the beach but none are aggressive and most are friendly. We purchased some trinkets, rented an umbrella (200 pesos) and indulged in a foot massage (300 pesos) which was fantastic and highly recommended - especially after doing a 12.6 km beach walk in bare feet!
LOCATION is great - there's a lovely path that goes into Bucerias, where we saw lots of hummingbirds and even a coati. It's about a 3km (one way) easy walk from the resort to the market in Bucerias. We had margaritas at Voodoo Monkey, where this Caucasian boomer musician with long sunkissed hair, shorts, t-shirt and flipflops was singing Jimmy Buffet, and other chill tunes and playing organ - this guy was talented and definitely living his best life! We took the bus into Puerto Vallarta (24 pesos per person) and it was about a 45 minute bus ride 9one way), which we didn't mind. It would be probably less than 30 minutes by taxi. Puerto Vallarta is a great city with so much colour and energy - especially Zona Romantica - we had a super fun day there!
RESTAURANTS/LOUNGES - there are 3 restaurants at the resort as well as some snack bars and lounges. The "Take a Bite" coffee bar is popular and has decent coffee. Groups would go there in the evening and play board games or cards. It's in a nice location overlooking the main courtyard (directly under the lobby). We really enjoyed the Sky Lounge, located on the roof - great place to look out over the resort, and even to watch the entertainment if you don't mind an aerial view. There's also a pool up there.
ENTERTAINMENT was what you'd expect from an all inclusive, but the location is strange. Other resorts we've visited have a stage, or some even have a separate building, or in the open air with tables. At Krystal Grand, they set up on a concrete area right in front of the main stairs that lead up to the lobby. They set out chairs and people watch from there. We didn't really take in any of the shows (other than what we saw from the Sky Lounge - btu the performers seemed to be talented and of course, there was the obligatory Michael Jackson show (what's with Mexico and it's tourists being so hung up on MJ?) the resort also had theme nights, not just a show every night. For example, they had a casino in the lobby, a karaoke party, and a trivia night, so there was certainly variety.
NEW YEARS EVE was fun. They had everyone in the main salon (massive) and some tables outside (which we requested to sit at). It took them 3 days to set this space up! The food was a buffet and it was excellent - a charcuterie table, sushi, made-to-order pasta, and so, so much more. The tables were decorated and there were lots of party hats and noisemakers. After dinner the dance floor was hopping and at midnight, there was a countdown and some really great (albeit crazy-loud) fireworks.
We don't usually travel during busy times so being here at this time was a rather new experience for us. For example, you had to be in line by at least 8 AM to get a reservation at one of the restaurants. We did this once (not interested in setting an alarm on vacation) and ate at "The Grill" and it was outstanding! As well, we naively had breakfast then changed into our swimsuits on our first morning there. We then sauntered down to get our (huge) towels then quickly realized that literally ALL the chairs at every pool and the beach were "taken" with other towels, books, or flip flops reserving them. So, our first task every morning was to do the same as soon as we woke up if we were planning to spend the day at the resort.
The AREAS FOR IMPROVEMENT:
COMMUNICATION from some resort staff could've been better. For example, there was nothing advertising what was happening for NYEve, so I asked the concierge and they really didn't know. The lady working there just showed me the food list, so I assumed that was it - but it was so much more. As well, the day before we were to leave, I stopped in (again at the concierge) to see if we could store our bags (checkout was at noon and our bus came at 4 PM). He said that we could store our luggage but that our "bracelets would be cut off and we would no longer be guests of the hotel and would have to sit in the lobby" (harsh!) So, we planned to walk into Bucerias instead of sitting in the lobby for 4 hours. However, upon checkout, we were asked if we wanted to keep our bracelets (so we could have stayed and even had lunch). It turned out alright (we just went into town for the afternoon) but we did alter our plans based on what we were (incorrectly) told the previous day. I also overheard a guest ask to convert some American money into pesos and the clerk simply said "we don't do that" rather than offering info about where he could have gone to exchange the money.
WIFI is not good here. It is slow, intermittent and non existent at night. Luckily we had an international plan but if you're relying on Wifi for your phone or laptop, you'll be very disappointed.
WHERE'S THE GUACAMOLE? Would have loved to have seen some avocados!
Overall, a great experience here and we'd like to thank all the hard-working staff at this resort who made our stay here so enjoyable.
P.S. DON'T waste any of your precious vacation time on the "presentation" for the place (time/share/membership) next door (Villa Del Palmar). No matter how fun and persuasive Alonso is!
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Date of stay: January 2024
Value
Location
Service
Trip 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 Ricardo Verdayes, Director General at Krystal Grand Nuevo Vallarta
Responded 22 Mar 2024
Dear Amandas, It was a pleasure having you and we appreciate that you have taken the time to share your experience on TripAdvisor. We highly appreciate your gracious comments here and have shared them especially with them and with all our team. Our Guacamole is located at the Mexican restaurant Morteros. We will do whatever is called for in order to make an issue right. Our goal is to have our clients well attended to and satisfied. Your observations have been evaluated by all our different divisions’ managers, and taken upon consideration. Thank you. Ricardo Verdayes General Manager
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Negatives- Our room was so musty and humid!! I don't think the air conditioner worked correctly, it was extremely loud. The room was so humid everything from our clothes to our money was damp. Our shower in the bathroom sprayed everywhere so you had to put towels down all over the floor so you wouldn't fall when you got out. Sometimes you got hot water and sometimes you didn't, it was always a guessing game. The maid service was spotty at best, some days we would get back to our room at 4:30/5:00 and our room hadn't even been made up yet, you had to leave notes to restock the fridge with water and beer. The food at the resort was very basic. The buffet was ok, everything seemed to be room temperature which was frustrating. It's false advertising when it comes to restaurants, we could only eat at the Buffet, Japanese restaurant and The Grill. The service in the restaurants was terrible, long waits for food and sometimes not getting your meal. Never seemed to get refills on our beverages when requested. The Hibachi Grill at the Japanese restaurant was excellent, but you had to make reservations for it by 6:30 in the morning if you wanted to eat there the next day. The poolside snacks in the afternoon were ok, very basic food and it never changed. Positives- Most of the staff at the resort were excellent, especially the wait staff at the pools, bartenders and the nightly entertainment staff. They treated our group so good and went out of their way to make our stay memorable. The guys that were out front when we needed a taxi were awesome and always extremely friendly. I loved the area that we were in, we felt safe and it was absolutely gorgeous. We got sick of eating at the resort so towards the end of the week we tried a few of the restaurants in Bucerias. While we were there Bucerias had their festival which was really quiet cool to experience. Live music every night and good food and drink vendors that were super cheap, but really good. I thought the pools were good and the beach was nice. I would definitely visit the area again, but try a different resort.
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Date of stay: January 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 Reflect K, Director General at Krystal Grand Nuevo Vallarta
Responded 28 Jan 2020
Dear JP_3684, Thank you for choosing our resort as your host and taking the time to share your experience. We are pleased to read you were able to enjoy our facilities like pools and our beach and also were satisfied with the location of our resort. On the other hand, we truly regret to learn that at your room you experimented with these multiple inconveniences, we always invite our guests to share their observations during their stay with Concierge or Front Desk for follow-up and offer a truly unforgettable experience. We do however hope that, as we continue to work towards enhancing our product, you may decide to give us another opportunity to serve you better in the future. Overall, we take such comments very seriously and you can be assured that the necessary re-training measures are being instituted to prevent recurrences in the future. With this said, we look forward to having the opportunity of hosting you back on a renewed opportunity to redeem your confidence in our resort and service. Cordially, Alexis Marquez General Manager
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Reflect Nuevo Vallarta was better than I expected given the recent negative reviews, but there are certainly areas for improvement. In general, if you get a good price and are expecting 3-star rooms and service, you'll probably be satisfied. It's definitely not a 5+ star property as promoted by Apple Vacations and others. It's a relatively compact resort, which can make it feel noisy/crowded, but the grounds are quite attractive and modern. (I was also there on a fairly uncrowded week, so experiences may vary at peak times.)
I had a garden king view king; it faced the largest pool with a glimpse of the ocean. My room was in pretty good shape-- a little bit worn, but I didn't have any major maintenance issues as others have described. Expect some noise from most rooms, since the nightly entertainment takes places right in front of most of them. Definitely avoid the basic/queen rooms. They have no balcony or view and face the noisy alley between resorts.
The pools are nice; the infinity pool closest to the beach is by far the most attractive, but it's also by far the most crowded. The adult pool is small and not very secluded. There is no hot tub. The resort is on a nice stretch of beach good for swimming and walking, but there's nothing nearby besides other resorts you can't enter. And keep in mind that the resort is very far from Puerto Vallarta itself.
There were enough beach/pool chairs but definitely not enough umbrellas, and this was on a quiet week in early December. The bartenders and some of the waiters were quite friendly; drink service was a bit inconsistent but mostly good. On the other hand, the front desk staff was generally unhelpful and not especially friendly.
Food at the Grill restaurant was average; food at the buffet was pretty bad and food at the pool was terrible. Most nights, only the Grill and the buffet were open.
They had movie nights, a nightly performance, and a few other activities. Some of it was enjoyable enough, but I wouldn't come here for the entertainment.
When I visited, it was among the least expensive beachfront resorts in the area, so overall I was happy with the choice. The other guests were a mix of couples, mostly from Canada and the US, and families, mostly from Mexico.
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Date of stay: December 2019
Rooms
Service
Sleep Quality
Room Tip:Avoid basic/queen rooms; note that all standard rooms (not mini suites) are in the older, side...
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 Reflect K, Director General at Krystal Grand Nuevo Vallarta
Responded 11 Jan 2020
Dear TravelDan2014, Thank you for taking the time to share such a detailed overview of your stay through this mean. Our guest’s feedback is truly appreciated in our constant commitment to improve our service levels. We appreciate your kind comments regarding our facilities, we are pleased to know that you enjoyed your room and our pools. On the other hand, we regret not having met your expectations regarding the constant attentive service you've received from our team, we've shared your comments with the different departments mentioned to reinforce our standards and to offer memorable experiences to our guests. We are working on a daily basis to exceed our guest’s expectations and would love to have the opportunity to host you again in the near future to offer you a remarkable stay. Cordially, Alexis Marquez General Manager
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The best part about this trip was the amazing service we received from Alejandro at the breakfast buffet. We have stayed at numerous AM resorts in the past and this one is on the lower end of their price offering and it is reflected in the lack of amenities. Other reviewers criticized the food, but we found it to be better than expected and enjoyed the service in the lobby bar and the Skytop location. Our room was on the 7th floor overlooking the pool and evening entertainment. I might have enjoyed a room closer quieter and closer to the beach. Bottom line: for a quick unexpected opportunity to get out of the snow, it was OK. We will definitely go to one of the upgraded AM resorts in the future.
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Date of stay: January 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 Reflect K, Director General at Krystal Grand Nuevo Vallarta
Responded 17 Jan 2020
Dear athybV3946AG, We thank you for taking the time to share your comments on Tripadvisor. It was a pleasure being your hosts during your recent gateway. We are happy to read that the food options in our restaurantes were of your preference, thank you for your kind comments regarding the attentive service at our Lobby and Sky bars. We regret not completely meeting your expectations during your stay. Please be certain that we have taken your feedback seriously and we will work in our opportunity areas in order to deliver better service to our guests. We are working on a daily basis to exceed our guest’s expectations and would love to have the opportunity to host you again in the near future to offer you a remarkable stay. Cordially, Alexis Marquez General Manager
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I hardly ever take time to write a review, this time I feel compelled to do so for the good of others.
I will start with the word disgusting! My worse experience ever in Puerto Vallarta and I'm a regular visitor 3 to 4 times a year.
Food is bad with no taste. They advertise as all inclusive resort with 3 different restaurants but none are available we tried to make a reservation in our first day in the resort, is we were told they've a big group of people everything is reserved for the next 3 day's. Completely ridiculous, everywhere else you reseve early in the day only for that same day not for the next 3 day's so you stuck with the commercial food taste buffet.
When we got our room the shower had a bunch of broken tiles clearly room was not cleaned properly. Ac was not working properly, as you enter the room had a strong smelling with humidity. After asking for another room we did got another one within minutes, and this one had everything good nice and cleaned.
Right after we've just checked we were approach by a Young Man from their sales group of people offering incentives and gifts if you take their sales meeting of what it supposed to be no more than one and half hours promised by their stuff, lasted 3.45 minutes. They promised to compensate our time wasted at their sales meeting with a late check out at 5:00 p.m. but just because we did not bought their time share our late check out was denied to the regular 12 am. When we asked for the free Covid test promised for the resort guest also was denied unless we pay them $40 each.
One night we were at their sky bar at the top of the hotel, the age of the people look mixed with many underaged teenagers and adults at point we were laying in their lounging beds enjoying a drink when I saw 4 adults right next to us super drunken, one of them started peeing right there Infront of us they didn't seem to bother at all they were surrounded with lots of people, we look for a security to inform about the incident, none available, went down to the lobby and reported the issue to our amaze even more we were told they cannot control everything that happens in the resort but will send someone to investigate, we left to our room. It is inexcusable not to have a security to over watch in case of any incident. We come to Puerto Vallarta very often stayed a different resorts but for sure this one will be blocked out from our options. Una experiencia terrible!!!!!
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Date of stay: July 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 Karina Corona, Otro at Krystal Grand Nuevo Vallarta
Responded 28 Jul 2021
Thank you Mr. Pelayo for bringing this matter to TripAdvisor. I certainly appreciate the views and perspectives of each guest when there is a feeling of dissatisfaction with our product and / or service. We will do whatever is called for in order to make an issue right. Our goal is to have our clients well attended to and satisfied. Your observations have been evaluated by all our different divisions’ managers, and taken upon consideration, resulting of specific actions and improvements. Once again, we apologize for not having met your expectations and thank you for sharing your comments with us. We remain at your service. Best Regards. Karina Corona Quality manager
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Although it was nice to get away amidst COVID, this hotel did not add to our enjoyment. In fact, we cut our trip a day short just to get away. There are countless negatives - but I’ll try and list the main ones. Kids everywhere (even at the swim up bar), room service line was always busy, many employees do not speak any English at all, only 2 restaurants and the buffet were open, the staff only endorsed dress codes with certain people, no ocean front rooms (despite labeled as such online), timeshare people hassling you in the lobby, food was terrible and alcohol was weak.
When we first arrived we were told that the king ocean front room we booked only had two double beds...so we could have that or a king swim up room. We opted to try the double beds (because I wanted the ocean view) and were told that we could switch rooms in the morning if we chose. So in the morning, we requested the swim up room because the room wasn’t ocean front and a double bed for a couple is not the best, but We were told that no swim up rooms were available. After two hours and several conversations later, several rooms magically became available (we had more people from our group arrive during that time with the same issue). After being given our new room it took over an hour for the bellman to assist with moving luggage.
The one saving grace was a convenience store located right outside the hotel - we ended up buying our own booze and snacks. Also, there were cute iguanas all over the pool deck that were enjoyable to watch
There were several kind employees (Trinidad & Jesus), and the time spent in the tiny adult pool (right next to giant kids/family pool) was nice. However, I would never come back nor will I be recommending this “resort” to anyone.
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Date of stay: September 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 Krystal Grand Nuevo Vallarta, Director General at Krystal Grand Nuevo Vallarta
Responded 9 Oct 2020
Dear mego1987 We appreciate you have taken the time to write a review about your stay with us. Our guest’s feedback is truly appreciated in our constant commitment to improving our service levels. We regret not meeting your expectations during your recent getaway; of course, it is never pleasant to hear that one of our guests has encountered dissatisfaction during their stay. Your observations have been evaluated by all our different divisions’ managers, and taken upon consideration, resulting in specific actions and improvement. Our number one priority is to exceed the lofty expectations of all our guests. We truly appreciate your recognition to our staff members Trinidad & Jesus who always do their best to offer a friendly and accommodating service that characterized us. We will share your kind words with our staff members as motivation to keep doing a good job. Thank you again for your comments, and we certainly look forward to have the opportunity to provide you with a truly wonderful and memorable experience in the future. Sincerely, Nancy Guerrero Social Media Coordinator/eConcierge
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The workers are very friendly and work hard at keeping this place spotless. Food and drinks are great, The Grill was our favorite. The pool situation is what upset us. By 830 am all the pool loungers have towels thrown over them, this marks them taken and cannot be used by anyone except the person that covered them. Hundreds of toweled unoccupied loungers, maybe 50 people swimming and nowhere for anyone to sit. They need to figure this out. There are 3 pools, the smallest being adult only, the 8 loungers at that pool will be toweled by the timeshare owners well b4 830. The infinity pool has a nice swim up bar, kids being allowed in that area didn't seem right. The Coco coffee house is great, perfect way to start and end the day.
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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 Reflect K, Director General at Krystal Grand Nuevo Vallarta
Responded 4 Mar 2020
Dear Jeff D, We thank you for taking the time to share your comments on Tripadvisor. It was a pleasure being your hosts during your recent gateway. We would like to clarify that we have the courtesy of putting a rolled-up towel on the lounge chairs in the morning for our guests; as you could tell, we have the security team monitoring the blocking of loungers since it is not allowed, we regret that this information has not been clarified during your visit. We are happy to read that the food offers at our different restaurants were of your preference, especially Coco Cafe. Thank you very much for your detailed suggestions. Our guest’s feedback is truly important for us and we will consciously revise all of your remarks. We look forward having the honor of welcoming you back home to offer you a truly remarkable experience. Cordially, Alexis Marquez General Manager
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Booked this resort January 1st to the 8th as a family vacation with our 5 grown kids. First off, shame on Apple vacations for misrepresenting this hotel. We have been coming to Mexico twice a year since the late 1990's and have been to many all-inclusive resorts, (All through Apple) and for them to advertise this as a 5 apple resort is just a lie. It wouldn't be so bad but the front desk people know it. If you book a resort view room common sense would be you are looking at your resort. However its actually looking at an alley and the side of the neighboring resort! and the manager (Esteban) was very smug about letting several of us know it. Went through 3 rooms before we got a clean one. Dirty toilet paper in our couch, black mold, roaches, and very musty smelling.
On the positive side. Employees were great! Although overwhelmed due to being under staffed. Again. Shame on Apple! Long lines to eat at any of the a la carts and the lines are right where you eat so you feel guilty and want to get through as fast as you can. Not very relaxing.
Food was some of the best we has had at an inclusive. Good variety, well prepared. We mainly stuck to the buffet as it was just easier. Service was excellent. We sat in Gustavo's section daily and couldn't be happier.
Drinks and alcohol selection were just average. CoCo cafe was excellent great coffee but again one person working caused really long lines.
Pools and beach are great. Sports bar wasn't open. Roof top bar just okay, not much seating due to the big beds, no music at all and a small bar. Entertainment was what you would expect. Pretty quiet and not much to do after.
In summary this is a 3 star resort that needs room updating and more employees to handle the load. Apple also needs to fairly represent what the rooms are like and teach their managers better customer service. Not sure if we will book with Apple again.
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Date of stay: January 2020
Value
Service
Sleep Quality
Room Tip:Do not do a resort view. Stay out of building 3.
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 Reflect K, Director General at Krystal Grand Nuevo Vallarta
Responded 14 Jan 2020
Dear badge190, We thank you for taking the time to share your comments on Tripadvisor. It was a pleasure being your hosts during your recent gateway. We are glad to read that you have enjoyed our staff’s attentive service and pool facilities. We are also delighted to know that you have enjoyed the buffet O for your meals. On the other hand, we have strict guidelines regarding cleaning in our rooms, which they go through different filters. We regret that your room has not been not completely in its optimal conditions. Therefore we appreciate your kind remarks and be certain that your comments will not be overlooked. We thank you again for sharing your views; it is our hope that you will not let such an isolated stay tarnish your perception of our hotel for good, and that you would accord us, at some point in the future, a renewed opportunity to reinstate ourselves in your good faith and show that we are worthy of your kind patronage. Cordially, Alexis Marquez General Manager
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I've stayed in this property twice over the past 2 months, choosing the property as it is located walking distance to Bucerias. The food at the buffet would fail a Food Safe inspection as many of the dishes weren't heated, this was consistent over the stays. The resort is loud with blaring music most of the day and the poorly attended evening entertainment drowned out the TV, doors closed, until 11 pm most nights. Housekeeping was hit or miss, one day no cleaning at all. We relied on getting our own drinks at the self serve bars as this was consistently faster than waiters. Beach location is awesome. The staff were friendly and tried to accommodate. First visit we had reserved a room with 2 beds and they gave us a king size. After several interactions with the front desk staff telling us a change wasn't possible and to "come back tomorrow" I spoke with the Air Transat rep who got us the correct room immediately. The food and drinks at the Bucerias restaurants were tasty, safe, inexpensive and every meal was served hot! Taxi to Bucerias was under $10 Canadian, tip in. I won't stay at this resort in return trips to the area. Love the area though!
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Date of stay: January 2020
Rooms
Location
Service
Room Tip:Rooms in new towers face the main pool and bar area, noisy.
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 Reflect K, Director General at Krystal Grand Nuevo Vallarta
Responded 13 Feb 2020
Dear nursesuem, We would like to thank you for choosing our resort as your host on your recents gateways to our destination. It was a pleasure having you and we appreciate that you have taken the time to share your experience on Tripadvisor. We’d like to take a moment to clarify a few of the statements regarding food offers. The sanitation and cleanliness of our food preparation and presentation is the most important to us. We follow very strict guidelines and have always implemented policies and procedures to maintain our excellent standards of practice. We have taken your comments very seriously and you can be assured that the necessary re-training measures are being instituted to prevent recurrences in the future. With this said, we look forward to have the opportunity of hosting you back on a renewed opportunity to redeem your confidence our resort and service. Cordially, Alexis Marquez General Manager
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We stayed at Krystal grand Feb 23- mar 8. It was a great trip. Food was amazing. Best fruit we ever had. Staff is very attentive. Would have preferred a better view of the ocean being that we paid for an upgraded deluxe ocean view room. We were on 5the floor of building 6 and looked directly down onto the roof of the Japanese restaurant. Bar service amazing. Issac Beltran was very helpful with questions about trips to bucerias and the malecon. He even helped me set up uber on my phone. We will be back. Next time would like a better view of the ocean please.
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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 Reflect K, Director General at Krystal Grand Nuevo Vallarta
Responded 22 Apr 2020
Dear Sandra B. Many thanks for taking the time to leave your kind words regarding your recent stay with us at Reflect Nuevo Vallarta. We were delighted that you’ve enjoyed all the details we take pride in offering our guests. As are our regular practice, we’ve been happy to share your lovely remarks to our team, especially with Isaac, who take so much pride in ensuring that all of our guests only receive the very best in service. We look forward to have the pleasure of having you back home in the near future. Cordially, Alexis Marquez General Manager
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I think you might be screwed here if you already booked. They don’t like to answer emails I guess. I’ve been trying to get ahold of them threw email for 6 months
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