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All reviews bel air infinity pool nuevo vallarta sushi all inclusive package time share general manager water aerobics swim up bar ocean view wait staff activities staff beach volleyball kids club ping pong relaxing vacation night life
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Reviewed 4 weeks ago

It is a waste of time filling out these forms as they are only done for appearance sake. No action is ever taken. I went to this hotel two months ago and there were three restauarents, three swimming pools and two snack bars. I was assured that the service was now better. Now there were only two restaurants, one snack bar and two swiming pools. As one can imagine there were a couple of hundred people crowded aorund the swimming pools and forming long lines for drinks and food in the restaurants.

  • Stayed: October 2018, travelled with friends
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Review collected in partnership with this hotel
Thank 584jorgeh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ernesto H, Director General at Reflect Krystal Grand Nuevo Vallarta, responded to this reviewResponded 4 weeks ago

Dear 584jorgeh

Thank you for taking the time to write a review about your stay in our resort.

We value your detailed suggestions as our guest’s feedback is truly important for us and we will consciously revise all of your remarks.

While we understand the way you felt about the situation experienced during your stay, we do hope that our reply to your feedback restores some semblance of trust on us.
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, it will be a pleasure to welcoming you back.

Cordially,
Ernesto Hernández
General Director


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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 October 2018

My husband and I are not picky people. We enjoy visiting places with bad reviews just to see if they are as bad as people make them out to be. 9 times out of 10, they are not. In this case however, we were slightly disappointed. While the hotel is very nice and we LOVED our swim out suite, which is worth the money btw, we were not told that the infinity pool and half of the restaurants would be closed. Also, every morning around 8:30 am they would begin construction and it sounded like they were right outside of our door. The lack of transparency is the frustrating part. I do not know how anyone could complain on the wait staff. They were all very sweet and eager to please. My only complaint with staff would be the persistent hassling for you to visit or join their vacation club. This began at check in. There is apparent competition between vacation clubs/ time shares in the area and it is exhausting. However, we ended up attending the presentation for the hotels vacation club and it wasn't so bad. It was exactly an hour and a half and we got a free excursion out of it, so if you don't mind spending an hour and a half telling someone you're not interested in their product, then it's worth it to go! lol The mixed drinks were pretty gross, they tasted like cheap liquor was put in the bottles instead of the label shown. My husband said maybe it was the ice making them taste weird. Overall, my husband and I had a great time, but I would not recommend anyone to visit the resort until construction is finished.

Room Tip: Swim Out Suite is worth the extra money!
  • Stayed: October 2018, travelled as a couple
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Review collected in partnership with this hotel
1  Thank ga1233
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ernesto H, Gerente at Reflect Krystal Grand Nuevo Vallarta, responded to this reviewResponded 4 weeks ago

Dear ga1233

We appreciate the time that you have invested on writing an overview of your stay with us. We are glad to know that you’ve found the swim out suite of our resort as breathtaking.

There seems to have been a number of deficiencies encountered which are very atypical and not reflective of our brand experience; if this stay was marred by irregular circumstances, we can only renew our apologies and assure you that we have in the meantime briefed the team at great length of your comments.

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,
Ernesto Hernández
General Manager


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Reviewed 1 October 2018

We really enjoyed the ambiance of the hotel, low key, quiet and family oriented. Even though we are a retired couple we enjoy the family atmosphere and less night life. Because we went out of season and as the hotel is in the midst of changing over to UVC we thought it was fine for a four night stay.

  • Stayed: September 2018, travelled as a couple
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Review collected in partnership with this hotel
2  Thank Smcbzlo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ernesto H, Gerente at Reflect Krystal Grand Nuevo Vallarta, responded to this reviewResponded 2 October 2018

Dear Smcbzlo

Thank you for your great comment, it is a pleasure knowing you enjoyed your stay with us.

Web will besos more than glad welcoming you in a not distance future and pamper as you deserve.

Cordially,
Ernesto Hernández
General Manager

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Reviewed 29 September 2018

I've been a member of UVC since 2014 and have been to several resorts in all locations. This has been the worst AMResort I have been to. AMResort prides themself on being an all inclusive resort but this is not one of them. There are items on the menu that are not part of the all inclusive. if you want these items you can have them for a price and they are not cheap ( I am not talking about specials but regular items on the menu). There is only one alacarte restaurant that is open other than the buffet for the entire day and that restaurant only opens at dinner time. Entertainment was not part of any program throughout the day. Sandwiches at Coco Cafe are for sale (not inclusive). There was no preferred club for members or even guests that paid for preferred services. I could not blame the staff, they tried to provide but their facilities and supplies are very limited. When I ask why is this resort this way, the answer was they have only been open for less than 3 months. If this was the case, then they should not have opened at all. I'm sorry, I'll stop right here for now because there is no light to this.

  • Stayed: September 2018, travelled as a couple
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Review collected in partnership with this hotel
3  Thank 543tcat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ernesto H, Gerente at Reflect Krystal Grand Nuevo Vallarta, responded to this reviewResponded 1 October 2018

Dear 543tcat

Thank you for taking the time to write a review about your stay in our resort. We value your detailed suggestions as our guest’s feedback is truly important for us and we will consciously revise all of your remarks.

We regret to know that our guest service for the all inclusive package did not meet your expectations, as you said, we do have some options with extra charge and they are under your choice if you take them or not. At Reflect Krystal Grand Nuevo Vallarta our
guests enjoy our Restaurant a la carte with not reservation needed, We also have different activities during the day such a Yoga, Guessing game, Beach VolleyBall, Crazy Game, pool party and many morealso, not missing our Night Themes like Casino Night, bingo night, Moon Night and the exiting Reflect The Voice (Karaoke theme night) which all our guests enjoythem at all.

There's no better way to start your day than with a delicious coffee from our Our CocoCafe which offers our great service from 7am to 1:00am. We try to create the most pleasant atmosphere in order to deliver the relaxing, indulging and luxurious getaway in the Pacific that all our guests seek for.
While we understand the way you felt about the situation experienced during your stay, we do hope that our reply to your feedback restores some semblance of trust on us. Please contact us directly at info.rkgnv@reflectkrystalgrand.com to take care of your next reservation.

Cordially,
Ernesto Hernández
General Manager

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Reviewed 9 September 2018

This place is a complete and absolute disaster!!! Half the restaurants were closed and the ones that were opened closed early because they ran out of food. The only bar opened was in the lobby - people were crowded around like at an airport waiting room with no place to seat and breathing in the fumes from cars. AC didn't work in several rooms. And, to top it off, even if one makes a reservation on the hotel's site, it gets redirected to a travel agency - this is a FRAUD so that when you want to cancel or get a refund, they tell you it's not their problem and to call the agency. I went with friends and we didn't even stay one night - we argued with staff for 3 HOURS and got our refund, but tons of people around us could not. Worst hotel ever, DO NOT STAY HERE!

Este lugar es lo peor - hay solo 2 restaurantes abiertos y corren a la gente porque se les acaba la comida. El único bar esta en el lobby y en la noche toda la gente esta ahi echa bola como central camionera. Ellos envían todas las reservaciones a una agencia de viajes para no tener que hacerse responsables - tuvimos que discutir 3 horas con un gerente para nos devolvieran nuestro dinero. Una experiencia espantosa y eso que solo nos quedamos un dia! No vayan!!!

Room Tip: Stay anywhere else, just not here!
  • Stayed: August 2018, travelled with friends
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5  Thank Montserrat S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ernesto H, Gerente at Reflect Krystal Grand Nuevo Vallarta, responded to this reviewResponded 2 October 2018

Dear Montserrat S

First of all, thank you for your opinion, evaluations like yours help us to improve day by day fot our Resort. We are very sorry that our buffet and à la carte restaurant have not met your expectations, Our Bar offers national and international drinks in an Unlimited Luxury package of drinks, if your stay was marred by these circumstances, We regret the waitting and any other inconvenience caused.
We are sorry you did not stay, as you say, not even one night.

Please accept our apologies and we hope to see you soon on your next visit to our destination. It will be a pleasure to provide the attention you deserve as our valued guest.

Cordially,
Ernesto Hernández
General Manager

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