Resort Details
Customer Ratings & Reviews
TripAdvisor Traveler Rating
6232 reviews
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Apr 02, 2025Erika
Excelente servicio en nuestra cena Mexicana atendidos por Erika muy amable y rápida una atención excelente 🤗 el servicio de comida muy rica cien por ciento recomendado nuevamente gracias!!!!! Sigue así Erika con ese carisma en tu atención al cliente!!! Felicitaciones!!!!!
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Apr 02, 2025
Erica
En el restuarante Hacienda el Mortero, Erica era muy amable y contesto todas nuestras preguntas. Siempre nos atendio con una sonrisa y con amistad. Nos trajo mas bebidas sin preguntar. …………………………………………………………………………………………………………………..
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Apr 02, 2025
Erika
Excelente servicio y muy amable Erika nos atendió en la cena mexicana. Una carisma y atención excelente. Se parecía que no tenían mucha venta y ayuda pero siempre venía a preguntar si ocupábamos algo. Lllmmmlllmmmmmmmmmmmmmlllllmmmmmm
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Apr 02, 2025
El Mortero
This review is specifically for the El Mortero restaurant at the Krystal Grand Nuevo Vallarta. We went there April 1 2025 for my husband’s birthday while staying at the resort. Joaquin, Alberto, Erika and Marisol went out of their way to make it special for him. From a welcome drink, to amazing service, and a beautiful cake after, this group of people were the BEST. They deserve a huge shout out for everything that night. We were so grateful for them!
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Apr 01, 2025Disappointing Stay with Several Areas for Improvement
The check-in experience at this resort was unlike any I've had at other establishments. There was no greeting or offer of a welcome drink. Instead, guests were faced with a long line, extensive paperwork, and a vague direction towards our room area. We were instructed to scan a QR code to access the resort's à la carte restaurants (three in total). Unfortunately, the Wi-Fi connectivity was extremely unreliable, working intermittently in the lobby and coffee bar but not at all in the rooms, and mobile phone service was also unavailable. Every time we approached the concierge for assistance, we were advised to use the app. However, when the app was functioning, it still proved difficult to secure a reservation, even though many tables remained unused throughout the evenings. It seemed as though certain guests, possibly "preferred" ones, were granted access without needing reservations. Due to this, we resorted to taking a taxi to Bucerias on several occasions for dinner. Over the course of 12 days, we were able to dine at each of the à la carte restaurants only once. The concierge even suggested we dress up and ask to be seated at the restaurant, hinting that this might increase our chances of securing a table—unfortunately, this did not work. Rooms: The room experience was another disappointment. We were surprised to find only three towels (no face cloths and just one hand towel for three people). There were no additional amenities, and the hand soap dispenser was half-empty and stuck to the mirror. The same situation applied to the walk-in shower. Room service and minibar delivery were inconsistent, and on one occasion, the room was cleaned after 7 p.m., with only three towels provided. LOCKED OUT OF OUR ROOM - During our 12-day stay, we encountered issues with the room keys on four occasions. Each time, I had to visit the front desk and wait for maintenance to replace the batteries in the door lock. This was both time-consuming and very inconvenient. Pools: The pool situation was subpar. The "Adults Only" pool, which was the best of the three, would be ideal for those without children or teens. However, obtaining a seat required arriving well before 7 a.m. There was another pool reserved for "preferred guests," and the family pools had about 80% of their seating located in the water, making it nearly impossible to avoid getting soaked due to splashing. On two separate days, we couldn't even find a single available chair. Beach: The beach area was poorly maintained, with no sand cleaning or raking. There was also a noticeable amount of litter present. Overall, this resort left much to be desired, and I would not recommend it for those seeking a relaxing, seamless experience. There are several areas for improvement, especially regarding guest services, room amenities, pool management, and beach maintenance. Their grounds are very well maintained. Clean and far from neglected. The rooms could use a good cleaning. Some of the staff was wonderful - others seems unapproachable. Visiting during spring break may have contributed to the shortage of seating and towels, though it's worth noting that the staff worked very hard throughout our stay. I had tried to meet with the manager about the door issue, I left 2 messages and he never contacted me.
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