TripAdvisor Traveler Rating

Ceci took amazing care of us every breakfast. Thank you so much for your Amazing service!

Money was stolen from our room and manager did nothing but accuse our friends and send staff back to room to search for the money that we hid from them to catch us in a scam! Others traveling with our group had cash stolen as well. Thief only took the large bills in an attempt to have it go unnoticed.

5/5 Stars – Safe & Welcoming Haven for Canadians – Shoutout to Didier!I arrived feeling apprehensive, but this hotel quickly became a true safe haven, making me feel secure and genuinely cared for every step of the way.When I lost my phone, a dedicated staff member tracked it down and returned it promptly—no questions, just kindness. We also accidentally left ID behind after checkout, and the team went above and beyond to ensure it was safely returned. These honest, helpful gestures meant the world.A massive thank you to General Manager Didier—he was phenomenal! Even while managing what felt like every guest issue in the hotel simultaneously, he personally addressed my concerns with incredible patience, warmth, and professionalism. His leadership and personal touch truly set this place apart; he made me feel valued and at ease like no other manager I've encountered.For any Canadian seeking a worry-free, secure option: this is the one. Despite any negative headlines about the city, I felt completely safe here—it truly became a comforting home away from home.The entire team deserves praise, but Didier's exceptional care and dedication shine brightest. If you're looking for heartfelt service and real peace of mind, book here—you won't regret it. Highly recommend, and we'll be back! Thank you, Didier and team—you turned potential stress into a wonderful, memorable stay!

DO NOT GO HERE!! never in my entire life have I left a review for a place. hotel crystal in Cancun was actually the worst experience. first I need a medical attention and had an extremely creepy doctor (not going into details). he then upcharged me 500 pesos. I was severely dehydrated and the hotel denied me water bottles multiple times. then $60 american cash and a pair of Lululemon leggings were stolen out of our room. we filed incident reports with the hotel for both of these problems and nothing was ever done. we started making our friends aware of these problems and talked to at least four other people in separate rooms who had the same issues with things being stolen. finally on the last day we tried to get into our room around 11:30 (our email said checkout was at 12) and were locked out. we needed to leave the resort by 12 to catch our transportation to the airport. we went downstairs and asked the front desk about it and then they reprogrammed our cards (it didn’t get fixed). We begged all the cleaning people to unlock the door and said we just needed to grab our stuff (we described our suitcases) and leave. they laughed at us. We ended up leaving 15 minutes after we were supposed to catch our transportation. side note the cops are EXTREMELY unethical so beware (not the resorts fault). This is actually been the worst experience of my life. Do not go here.

The Krystal was amazing because of Ceci service at the restaurant. I brought my wife and baby. She always made sure to bring us extra snacks for the baby. She accommodated my allergy with food requests with the hotel. And she was one of the best servers I’ve ever had. I’m from Las Vegas and I am used to 5 star service on the Las Vegas strip. Ceci is a 5 star server !!