TripAdvisor Traveler Rating

We had a great time at the Krystal cancun. Its an older hotel, but its been kept up well. Rafael met us when the cab dropped us off and promply took care of our luggage. Cynthia made sure our rooms were ready and perfect. Fatima took great care and made sure we kept hydrated at the pool. We've been coming to the same spot for years. Absolutely love it!

The staff outside of the front desk is fantastic. The concierge, bartenders, bell boys, servers and security were all wonderful. The pool is very nice, and the beach front is absolutely stunning. The front desk has the least helpful staff I’ve ever dealt with. We were eligible for a number of “upgrades” including, a room free upgrade, early and late check out, the use of a day bed etc. This information was sent to me at the time of booking. My email said to contact the resort desk to ask about early check in. We arrived in Cancun at 9am, so I connected with them right away about early check in. I was informed that they would not be able to accommodate that due to not knowing who would be leaving until the morning of our check in. When we arrived, we asked again if we could check in early but again were denied saying that it was not available. At this time I asked about the room upgrade I was emailed about and informed that was also not available but I could PAY to upgrade; $1800 USD. I asked if it was available to pay, and I was eligible for a free upgrade “if available”, what the problem is and the girl replied, “that is just our way”. I also questioned the upgrade amount being higher than if I was to fully book that same room on their website and again was told, “that is just our way”. The next day we were able to book some of our stuff with concierge, but they informed us that upgrades and late check outs had to be done at the front desk. - we attempted to ask for a late check out, was told to get up at 9am the day we are leaving and ask again, we did that and were denied late check out, but were allowed to stay on property until 3pm. Now the food. This was not great. None of the food had flavour. Very bland and unseasoned... we ordered fajitas and the chicken that came out was fully white strips, zero spices at all, no tortilla, on a cold plate. Very undercooked potatoes at the buffet. Honestly, the food was the most disappointing overall. The best meals we had were eaten off the resort. Don’t waste your money at the restaurants, eat elsewhere. The buffet did seem to offer off menu items, like bacon, you just need to ask. The pool is nice and the outside bar area is also really nice. However both close very early. The jacuzzi closes at 8pm and the pool closes at 9pm. The outside bar closes at 9pm, and the inside bar closes at 10pm or 11pm on weekends. After 10pm, the hotel is very dead. Do not book this hotel if you are interested in staying up late, or having people to mingle with in the evening. They also close beach access at 11pm, so if you want to sit there past 11, you will need to walk around and come back in through the street. Housekeeping will not restock your water if you forget to tip. We left SUPER early for an excursion one morning, I forgot to leave a tip that one day. We had tipped every day prior to this, so it was just off putting that nothing was restocked and only the beds were made. Just don’t forget if you want to make sure it’s always full. Overall, we made the best of it and had a great time. I would not stay here again, nor would I recommend anyone else stay here.

Checked in, had a terrible lunch at buffet, and checked out. 1. Mini bar drinks were hot. 2. No beer in mini bar...no included in the all inclusive. 3. All restaurants were booked...we arrived at 1:00pm. 4. Starbucks on site...not included in all inclusive. 5. One pool bar on beach at far end...closed down, boarded up. 6. 100 degrees in lobby bar. 7. Rooms extremely out dated. 8. One mattress on a board. 9. Beach littered with debris and trash. 10. We had to pay for 2 nights out of 5 per booking. Id have paid more just to get out of that hotel. Hands down the worst place ive stayed in all of mexico. 11. You get what you pay for...remember that.

Great images of a clean up dated resort , very few images or videos of the restaurants and buffet on premisses. That s because it was a very poor experience, there buffet is like an employee messhall. The two restaurants are actually off the property,making it some what unsafe for couples who are not comfortable going out of the all inclusive property. There is no entertainment to mention, No kids activities, one bar in the lobby that closes at 1045 pm every night. One man entertainment who mostly speaks in their native language,Im being perfectly honest about the experience, for a little more there are many more places with more to offer.I m glad i got away but would not recommend the Krystal cancun.

Suemy was amazing. Very professional and attentive. Krystal is lucky to have her! She made it vacation perfect. Thank you Suemy!