Ratings based on 777 Verified Reviews
4.2 Room cleanliness
4.2 Service & staff
4.3 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 16 Nov 2024
Had a very nice stay at Hacienda. Cleanliness 3.5/5, service by staff is 4.5/5, food was 3.5/5 unless you make a reservation to their restaurants. Hacienda for adults only was fantastic, the property was much cleaner than the main Krystal Grand. It was quiet at night and security does a fantastic job of telling other guests to be respectful of others sleeping. The staff were extremely kind and helpful. I would definitely go back.
Comment from Hotel Management
18 Nov 2024 by Luis Avelar - General Manager, Hotel Management
Dear Michelle:Thank you very much for sharing your experience with us, it will be of great help, we will work on the areas of opportunity that you mentioned and we will forward your compliments to the staff included in your comments.We hope to see you back soon.Best regards
by A verified traveler
Posted 15 Nov 2024
Really nice, relaxing week that went by way too quickly. Our Junior Suite with pool was spacious, quiet and close to the adult pool, breakfast buffet and lunch buffet. Poolside service was attentive and also easy to go directly to swim up bar. A la carte restaurants ranged from underwhelming to great in the same (Steakhouse) restaurant. Some people knocked the food however my wife and I, overall found enough variety to be happy with the menu. We ate at the larger buffet nearer to the beach a couple of times.
A couple of standouts for service. Elizabeth at the Conceirge was great at helping with activities, a la carte restaurants and knowledge of the facilities. The other is Emma who served us in both breakfast and lunch buffets. Emma was attentive, friendly and clearly loves what she does. Also went above and beyond by getting me bags of ice, so I could ice my knees poolside and helped us with our Spanish! Both these ladies were hard to say goodbye to and a reason to return. We will keep this property on our list to recommend and to rebook with.
Comment from Hotel Management
16 Nov 2024 by Luis Avelar - General Manager, Hotel Management
Dear Ralph:Thank you very much for your kind comments and above all for sharing them with us, it gives us great pleasure to know that you enjoyed your vacation, we are working on improving our specialty restaurants, we have renewed the menu of Italian and French, in the coming days we will work on the menu of Mexican and steak house, which will change to international.We hope to see you soon back in this your home, be sure that we will send your compliments to the staff you have mentioned.Best regards
by A verified traveler
Posted 12 Nov 2024
Comment from Hotel Management
16 Nov 2024 by Luis Avelar - Gerente General, Hotel Management
Estimada Ivette:Muchas gracias por su confianza al habernos seleccionado como su opción de hospedaje, nos da mucho gusto saber que disfruto de sus vacaciones, esperamos verle pronto de regreso en esta su casa.Saludos cordiales
by A verified traveler
Posted 10 Nov 2024
Overall, very nice property with consistent service and great food and drink options. I really enjoyed the flexibility of enjoying the Hacienda and Krystal Grand pool and beach areas - a very different experience at both.
Comment from Hotel Management
16 Nov 2024 by Luis Avelar - General Manager, Hotel Management
Dear Normen:Thank you very much for your comments and for sharing them with us, what a pleasure that you enjoyed your vacation, we hope to see you soon back in this beautiful destination.Best regards
by A verified traveler from Sherwood park
Posted 7 Nov 2024
More food options and easier to book restaurants.
Comment from Hotel Management
16 Nov 2024 by Luis Avelar - General Manager, Hotel Management
Dear Curtis:Thank you very much for booking at our hotel, we apologize for not having met your expectations 100%, we are working on more food options and an easier and more dynamic way to book, we hope shortly to have it ready.Thank you very much for your comments.Best regards
by A verified traveler
Posted 2 Nov 2024
The Krystal Grand resort exceeded all of my expectations when I booked it and I am definitely interested in staying again in the future.The food options are great, the rooms are clean and you can get house keeping services daily plus they restock the mini fridge daily with plenty of water and soda and some beer. The staff are very friendly and helpful. The only real issue I had was that there is no laundry room to use and the resort charges very high fees to wash your clothes for you. Make sure to bring enough clothing for your trip or wash them somewhere else!
Comment from Hotel Management
5 Nov 2024 by Luis Avelar - General Manager, Hotel Management
Dear Rob James:Thank you very much for your visit and for sharing with us your comments, it is very nice to know that you enjoyed your vacation, unfortunately we do not have laundry inside the hotel so we resort to external suppliers, we hope in the future to have our own laundry and provide better options for our customers.Again thank you for your preference, hoping that on your next trip you will allow us to be your hosts again.Best regards
by A verified traveler
Posted 31 Oct 2024
Comment from Hotel Management
3 Nov 2024 by Luis Avelar - General Manager, Hotel Management
Dear Michele:Thank you very much for choosing us as your lodging option, I apologize if this time we could not meet your expectations, we would like to have more details of your stay so we can work on our areas of opportunity, if you can contact us and give us more details we would appreciate it.We look forward to hearing from you.Best regards
by A verified traveler
Posted 28 Oct 2024
Staff were great , can tell they are passionate about their jobs, food in buffet was not great , felt like dinner they just repurposed food. Mashed potatoes for lunch, then dinner mashed potatoes with spinach , next day same big cheese added in 😆. No Guacomole available anywhere at resort. Gym needs some TLC, many machines not working or broken
Comment from Hotel Management
29 Oct 2024 by Luis Avelar - General Manager, Hotel Management
Dear Shannon Lee:Thank you very much for your comments, we will immediately review them with the food and beverage area, soon we will include the guacamole, thank you for the good comments about our staff I will gladly send them to you.I hope you give us the opportunity to welcome you again, it will be an honor to have you here again.Best regards
by A verified traveler
Posted 21 Oct 2024
Comment from Hotel Management
23 Oct 2024 by Luis Avelar - General Manager, Hotel Management
Dear Gurpreet:Thank you very much for choosing us, we apologize if this time we could not meet your expectations, we would like to have more information of your stay and so we can offer some alternative to change your experience, I look forward to your comments.Best regards
by A verified traveler
Posted 13 Oct 2024
We had a mixed review for our stay. We were in the adults section, the pool was nice and clean. We did not know that the adults section is separate from the main hotel and hence no ocean view/breeze... To add to that there was construction going on blocking most of the ocean view on the main hotel section.
We also had to switch 3 rooms because the first 2 had issues with the AC chiller and were very hot and humid. Most of the staff members were nice and helpful to their best abilities. We got a "I have too much work" response from one receptionist when we were asking about the room switch but we were also able to do a late checkout from a different receptionist which we really appreciated.
Comment from Hotel Management
16 Oct 2024 by Luis Avelar - General Manager, Hotel Management
Dear Rami:I apologize for the attitude of our staff, we will review it with the area manager, we are not used to treat any of our customers in this way, the weather has been very strong this year and that has affected the thermal sensation in the rooms, we have acquired additional equipment for the climate in the rooms, improve considerably, we will start with the installation and we hope to have it ready soon so we do not have the need to move any customer from their room.I hope that very soon you will be able to visit us again and feel the difference, thank you very much for your preference.Best regards
