Ratings based on 972 Verified Reviews
3.7 Room cleanliness
3.7 Service & staff
3.4 Room comfort
3.3 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 16 Dec 2024
The buffet was horrible and construction was going on the whole week of our stay.
by A verified traveler
Posted 14 Dec 2024
Convenient location and best beach amenities
by A verified traveler
Posted 14 Dec 2024
Just the bath tub isn’t working the water stuck
by A verified traveler
Posted 11 Dec 2024
Beach
Comment from Hotel Management
12 Dec 2024 by Monserrat Rodríguez E-Concierge, Hotel Management
Dear Isela, Thank you for your comment! We're so glad you enjoyed the perfect beach. We hope to welcome you back soon for another relaxing experience!Best regards,
by A verified traveler
Posted 10 Dec 2024
Disfrutamos mucho de nuestro visita al hotel. Creo que lo mas agradable fue la buena atencion del personal. Los meseros que atendian los desayunos en aquamarina y fisheria fueron muy amables incluso se acercaban a nosotros a preguntarnos si necesitabamos una bebida o algo mas. Las instalaciones del hotel esta bien aunque si algunos lugares se siente que ya es un hotel con algunos años. La comida estaba bien, los buffet nos parecio que tenian suficiente variedad de comida. Quiza solo sugeriria que los restaurantes de especialidad para la noche tenga mas opciones de variedad pues en el paquete que esta todo incluido no hay mucha variedad, tienes que pagar por otros menus. El punto mas fuerte fue la ubicacion, la playa es muy buena y cerca tienes muchas opciones para comprar y caminar.
Comment from Hotel Management
12 Dec 2024 by Monserrat Rodríguez E-Concierge, Hotel Management
Estimado David, Muchas gracias por tus buenos comentarios, nos encanta saber que cumplimos con tus espectativas y que logramos brindarte una muy buena experiencia, tomamos en cuenta tu sugerencia con respecto a ampliar los menús de los restaurantes por lo que aprovecho a comentarte que trabajamos en ellos y que hoy estams ofreciendo la apertura de un nuevo restaurante de comida Asiatica para brindar una opción más a nuestros huespedes, esperamos tenerte pronto nuevamente con nosotros para que pruebes esta nueva opción culinaria y puedas seguir disfrutando de lo que Krystal Cancún tiene para ti y los tuyos.Cordialmente,
by A verified traveler
Posted 9 Dec 2024
Hi, we had a mediocre/poor experience here at Krystal. We came with a total of 12 people and 3rooms. One of the rooms didn't have ac during the whole stay, it was brought up to the front desk on multiple occasions but it wasn't fix. We asked the staff to change bed sheet because it was dirty they tried too charge a ridiculous amount for deep cleaning when the bed was already dirty and moldy, we only checked less than half a day. On the last day almost every one got food poisoned. The family got real sick and puked.
Comment from Hotel Management
10 Dec 2024 by Monserrat Rodríguez E-Concierge, Hotel Management
Dear guest, thank you very much for taking the time to leave us your comments, as it is very important for us, I remember you perfectly well as you were a large family, unfortunately I am sorry to read that not all the experience was to your liking, as well as I can also imagine how uncomfortable the charge you had to pay for the stained sheets, we understand that accidents happen and more when there are children in the family, however you know that we submit our mattresses and sheets to a deep cleaning process so that our guests have the certainty that they rest in a place with proper hygiene, we try to make the experience was good in every way, so one of your rooms was upgraded, we hope it was to your liking, again we regret that you have some inconvenience, we hope in the future we can have the pleasure of receiving you again and make your experience completely satisfactory.Best regards.
by A verified traveler
Posted 5 Dec 2024
Beautiful beach
Comment from Hotel Management
10 Dec 2024 by Monserrat Rodríguez E-Concierge, Hotel Management
Dear Devin, Thank you for your kind review! We're thrilled to hear that you found everything beautiful. We look forward to welcoming you back for another wonderful experience!Best regards,
by A verified traveler
Posted 3 Dec 2024
Beautiful
Comment from Hotel Management
10 Dec 2024 by Monserrat Rodríguez E-Concierge, Hotel Management
Dear Jonathan, Thank you for your kind review! We're thrilled to hear that you found everything beautiful. We look forward to welcoming you back for another wonderful experience!Best regards,
by A verified traveler
Posted 2 Dec 2024
Me gusto mucho. Las instalaciones son muy bonitas. La vista al Mar es preciosa. Lo unico malo es que la comida del Buffet no es para nada rica. El unico restaurante que nos gusto fue el Restaurante El Mortero & solo es con reservacion & por la tarde.
Comment from Hotel Management
10 Dec 2024 by Monserrat Rodríguez E-Concierge, Hotel Management
Estimada Graciela, ¡Gracias por tu comentario! Nos alegra mucho que hayas disfrutado de nuestras instalaciones y de la hermosa vista al mar. Lamentamos que la comida del buffet no haya sido de tu agrado, tomaremos en cuenta tu opinión para mejorar. Nos complace saber que el Restaurante El Mortero cumplió con tus expectativas, espero igual la decoración que realicé para ustedes haya sido de su agrado y haya hecho que el momento fuera más especial, Apreciamos tus comentarios y esperamos tener el placer de recibirte nuevamente pronto.Cordialmente,
by A verified traveler
Posted 2 Dec 2024
We ended up have a pretty good vacation at the Krystal Cancun. To clarify, we stayed at the lower end resort. Not the Grand or the Altitude. We did the all-Inclusive. The resort is getting run-down. Do not expect cold A/C in the halls or the rooms - you will be disappointed. The bartenders tended to give better service to the folks who more "local" looking. They did maintenance and repairs in the middle of the day. Opening times for bars and restaurants were inconsistent and posted as different times depending on what sign or menu you looked at. Drinks were made differently depending on who was making it, and were poured on the weak side. Now, the good...The Italian restaurant was great! The main buffet was decent for all 3 meals each day. The beach was beautiful and the resorts kept them clean. Our room had an incredible view off the balcony. Use the concierge to make your restaurant reservations. Very limited tables for the 3 restaurants you need reservations for, and the buffet is the only real alternative.
Comment from Hotel Management
3 Dec 2024 by Monserrat Rodríguez E-Concierge, Hotel Management
Dear David, Thank you for sharing your detailed feedback. We're glad to hear that you had a good vacation and enjoyed the beautiful beach, the Italian restaurant, and the view from your room. However, we are sorry that some aspects of your stay did not meet your expectations.We truly appreciate your comments about the condition of the resort and the A/C, and we will look into these concerns to ensure a more comfortable experience for future guests. We also apologize for the inconsistency with the service and the maintenance schedule. Your feedback is essential for us to improve, and we will work on addressing these issues.We appreciate your understanding and hope to welcome you back for a more seamless stay in the future.Best regards,
