The Hacienda at Krystal Grand Puerto Vallarta - All Inclusive

Customer Ratings & Reviews

TripAdvisor Traveler Rating

159 reviews

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  Nice place, great staff

  Overall this was a nice place to stay, the staff were very friendly and attentive, the resort was clean with good amenities, the rooms were large and well appointed, and there were a lot of food options. We went January 26-Feb 1 and it was very quiet; not many guests here during this week. This adults only side was much quieter than the main resort, however the music was sometimes on late (we had to ask for it to be turned off at midnight one night) Room: we had a 2 queen junior swim up suite. The room was large, the beds were comfortable, the bathroom had a large tub, large shower, and 2 sink vanity. I found the bed linens had a damp smell to them. The pool was a nice luxury for us but we did have noisy neighbours out in their pool area, and it was not private. Housekeeping did not come every day, I think they came 3 times during our week long stay. The food was disappointing. The French restaurant's food was not great, but the Italian restaurant had better food. The reservation system could be improved by not having everyone show up at the same time - staggering would be better for flow. We waited over 20 minutes for one of our reservations due to large groups. The sushi is not great. The buffets are decent - salads and fruit were plentiful and fresh, but we found the meat to be sub par. The fitness room was usually unattended, the music was loud and obnoxious, there were rarely any towels or cleaning supplies. There were resort guests filming themselves inside the gym which was weird and should have been stopped, but there was no staff there. The spa was really great, I had a massage from Patricia and it was amazing. The staff was really helpful and friendly, especially the front desk staff. Special mentions should go to Isidra in the coffee shop, Jesus at the front desk, Miguel at the lunch buffet, and Gleen who did everything!

  Feb 16, 2025
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  Not going back to The Hacienda.

  We stayed at the Hacienda. Room was great with a swim out pool. Staff were awesome. At the El Buffet, Marissa, Hector and Fernanda were great. Bar tenders at El Pozo were amazing, friendly, fast and great workers. Food was not good. No variety in the buffet for lunch. Specialty restaurants were small so getting a reservation was extremely hard. We had dinner at The Talavera. Pea soup was good but lukewarm Salmon was good but mashed potatoes were salty and straight out of a box. Also ate at Catrina. We had 6:00pm sitting. The appetizer was very good. Main dish was awful, chicken I ordered had a sauce that resemble blueberry jelly. Did not eat it. My husband ordered salmon which was way overcooked. It was 7:45pm and guests were still being served main dish. The 7:30 guests had to seat and wait. Chairs in the both pools were in very short supply. Also at the El Pozo bar, we regularly had to go and find chairs at the restaurant. Some guests would resort to get up early to secure chairs. Not something I wanted to do on my vacation. I did write a review directly to the hotel. Received a quick response, stating they would look at the issues I addressed. Invited us to return, which we will not.

  Feb 02, 2025
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  Amazing Vacation once again!

  Don’t believe the negative reviews! We are back from our 3 stay at the Hacienda and this trip was the toughest to leave! The staff here are absolutely Amazing, from check-in to check-out we could not ask for better service. The concierge staff, Jesus, Santos, Mario, Namien, David, Candido, Glen and any others that I have missed, Thank-you! Always willing to help with anything from negotiating a taxi price, directions, translating on the phone, to helping make a dinner reservation off site. Anything that is needed, all we had to do was ask. The Buffett staff, Marissa, Hector, Jonathan, Miguel, and Fernanda, Thank-you, What a wonderful way to start each morning. The pool staff, Rafael, Carlos, Caeser and Antonio, a huge Thank-you! You gentlemen sure do your jobs well. We were never without a drink, chair or anything else and all with a smile! Room was always clean and bar stocked. Beds are super comfortable, so comfortable that we slept through the earthquake, alarms and all. We can laugh about that now as everyone was safe. I will say that the food at the buffets was Good, not amazing but there is something for everyone and no one should ever leave hungry. The Italian and French restaurants were very good. All in all, another Amazing vacation at the Hacienda!! Already looking at booking another trip, but not sure what’s going to happen with the changes that are coming in the next year. A huge THANK-YOU, to all the Amazing staff, you are why we keep returning!!

  Jan 31, 2025
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  Just back from 2 weeks

  It’s the last day of 14 at the Hacienda, pool view room. We have not had a negative experience . From check in to check out it was smooth. The room was clean and had everything expected. The grounds and pools are well maintained. The staff are pleasant and always helpful and go beyond expectations. We spent every day at the Krystal Grand Pool as we found the Hacienda pool too shaded for our liking. The only downside was the food, it was just okay, never bad meal but never great one. Make sure you visit Maribel at the Bonita Cafe in the evening, she makes the best beverages . Antonio and his staff at the Seafire were always able to find us a spot on the patio. And a big thank you to Nancy for my daily Spanish lesson. We would certainly recommend

  Jan 30, 2025
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  Nothing but Stress

  Stayed at the Hacienda side. Pros: Room with two double beds is huge. Tons of space to hang and store your stuff. Large balcony with two chairs. Nice double vanity too. Beds and sheets are clean and super-comfy. Drapes create true darkness. Decor was once beautiful. Breakfast and lunch buffets are pretty good. Pool design is lovely. Landscaping is lush. Most of the staff really try. Sunsets are perfect. Here's where the oxymoron "vacation stress" comes in... Cons: (our room) Broken door, serious mold on backside of drapes, light fixture is stained, bulb was missing entire two weeks (after mentioning), floor is dirty, base of faucets are dirty, coffeemaker is broken. Outside chairs are extremely uncomfortable. (on to resort) Lobby furniture desperately needs a refresh. Pool tiles and depth signs are missing or falling off. No system for pool towels which causes a shortage. Terrible dinner buffet. Food meant to be hot is often cold. Meat, even chicken is tough. System for booking al-a-carts is over-whelmed (probably 'cause buffet is so bad). Dirty dishes are left overnight in the outdoor stairwell attracting gangs of raccoons. The absolute biggest problem is NOT ENOUGH CHAISE CHAIRS at the pool! During the first week we had to get up at 5:30 in the morning to secure a chair! It's nuts! People started to complain at the front desk so then they sent a young lady around once a day and she randomly took belongings away from a few loungers without people. Causing a few arguments between guests. That meant we were now afraid to leave our chairs. We tag teamed... every time we went back to the room, ate, or worked out, we did it alone. While on vacation together! The second week was a bit better, the early, early risers had left and our wake-up time was then 6:30. Towards the end of our visit I over-heard a group of 8 guests in the pool 10 feet in front of me laughing about ordering with their wrists under the water so the waiter couldn't see their wristbands. They had already been cut-off by the bartender because they were from the less expensive side of the resort and didn't actually have access to The Hacienda. They were loud and obnoxious (like many of the quests) with self-righteous, privileged attitudes. When they loudly admitted they'd had no problem the previous day, I'd had enough. I went and complained about them but nothing happened. My husband moved our chairs to the other end because we just couldn't relax. Eventually the manager showed up 90 minutes later. Not surprisingly they argued and lied through their teeth saying they had paid extra for the day and the wristbands were forgotten by the staff! They left, freed up 8 loungers! and didn't return but not before mouthing for me to f-off. Apparently our move identified me as the person ticked. The resort has rules but not much is enforced. Ugly Canadians are rampant and make for a rowdy, unpleasant environment if you're looking to relax. If you too are obnoxious and don't care about others' vacations it might be perfect for you!

  Jan 27, 2025