The Krystal Grand Resort is far from a 4-star property. The resort is poorly maintained, and the photos online are highly misleading. While the view from our room was stunning, the room itself was right next to a noisy highway, which made it difficult to relax. Adding to the frustration, the shower handle and towel rack both fell off during our stay.
Gabriel from Expedia and Mario from the concierge team were exceptional. When we voiced our concerns, they went out of their way to make us more comfortable. The pool staff were also friendly and hardworking. Unfortunately, not all staff met this standard. At the teppanyaki restaurant, one server's rude behavior left a lasting negative impression.
The resort overall is rundown. The kids' pool is in the shade and rarely used, while Camp Krystal was so neglected that we didn’t feel comfortable leaving our son there. It’s clear that the property requires significant upgrades and much better management.
We did manage to make some new friends during our stay, but unfortunately, some of them ended up getting food poisoning. This further highlighted the resort's issues with quality and hygiene.
While we appreciated the efforts of a few dedicated staff members, the overall experience was disappointing. I would not return to this resort, and I find it frustrating that Expedia, WestJet, and Air Canada continue to market it as a a 4-star destination. Many other guests we spoke to shared the same dissatisfaction!
