2/10, Horrible
Jaden W
Viatge en parella
14 de nov. de 2025
Què no li ha agradat: Neteja, comoditats i estat de l’allotjament i instal·lacions
I’ve never written a hotel review, but my experience at The Hacienda at Krystal Grand Puerto Vallarta was so awful I need to warn others. We were put in four different rooms over four nights and never unpacked once. We originally booked a Junior King Suite with the blue wall and decor, but what we got instead was chaos.
Room 1: Couldn’t even get in because the key system was down.
Room 2: An outdated, dirty room with two double beds, mold, stains, hair on the floor, a broken ironing board, no deadbolt, no phone, and a TV remote that didn’t work. When I brought this up, the front desk laughed and said the room type we booked “doesn’t exist,” even though you can see them from the hallway.
We were told we’d have to wait until Monday (we checked in Saturday) to get the room we paid for. Room 3 finally matched our booking, but the door didn’t lock at all. The staff suggested we “lock our suitcases,” which was insulting. A supervisor confirmed the issue and moved us again.
Room 4 was an “upgrade” with a swim-out pool, which we never used because raccoons were swimming in it. Room service was a disaster—our food took 3 hours and arrived at 2 AM.
The only good part was the bar and restaurant staff, who were excellent. But after everything we went through, we received zero compensation.
This was my first trip to Mexico, and this resort ruined it. Do not stay here.
Jaden W
Estada de 4 nits (nov. 2025)
