Krystal Cancun reviews

TripAdvisor Traveler Rating

4.0 Very Good

  • Cleanliness 4.0
  • Location 4.5
  • Rooms 4.0
  • Service 4.0
  • Value 4.0

10311 TripAdvisor reviews

TripAdvisor users rated this property 5 out of 5

Great meal and service

Frank C on Jul 12, 2024

Had dinner at LasVelus our server was Cruz. I had the Salmon with risotto and veggies and it was fantastic. Cruz was great very attentive and professional. Everyone in the family enjoyed their meal selection. Highly recommend Cruz as a server and making reservations at the restaurant.

TripAdvisor users rated this property 1 out of 5


Tami S (Milton, Delaware) on Jul 09, 2024

Checked in on 7/2/24 to a room where there was no towels, the toilet would not flush, and the AC was not working. Complained about toilet and AC 3 times. They put a temporary fix to where we would get one flush out of it. Went to bed and woke up to a very hot room, no flushing toilet and no towels to shower with. I asked housekeeping for towels but never received them. I complained about the toilet and AC for the 4th time and we were finally offered a new room but on floor 2. I paid extra for a view and on the 2nd floor you only see palm trees so I refused that room. Finally moved to a different building. There were towels and the AC was cold. A few nights later water started pouring out of the ceiling in my bathroom. I called front desk and 30 minutes later someone arrived. They did fix the leak and housekeeping cleaned the bathroom. This place is not worth the amount of money paid. We got all inclusive and the food is a joke and the drinks are watered down. NEVER AGAIN!

TripAdvisor users rated this property 4 out of 5

Good hotel in Cancun

Iriam H on Jul 08, 2024

Hotel is nice, but some stuff is a little outdated, our server Erick from Las velas was awesome and gave us outstanding service. Hotel in general has some room for improvement, but if your budget is medium priced range this hotel is a good option.

TripAdvisor users rated this property 5 out of 5

Alicia en los Omelettes

Francisco F on Jul 08, 2024

Muy buen servicio me encantó La comida está Súper Definitely well recommend Even though we were here for the Hurricane they still made a great and safe place for all of us I’m a member at this location and this is the first time I found out all the benefits and discounts available

TripAdvisor users rated this property 2 out of 5

Do not stay at this hotel! Horrible experience and horrible management

Faiza B on Jul 07, 2024

We checked into Krystal Cancun in June 2024 and the weather was extremely hot. The location is great, we thought the hotel looked great for the price. We booked for 10 nights, our AC stopped working and it was horrible it was unbearable to sleep in the heat. We complained on 3 occasions and they kept sending someone to fix it and they never could. It took them 4 days to eventually move us to a new room. The customer service is only good there if you tip, other wise they completely ignore you. On our second day of arriving at the hotel we were told that the hotel wanted to give us an invitation to free breakfast and a presentation as we were new arrivals and to tell us more about the hotel, we thought great this is such a lovely welcoming. We thought wrong, what an absolute nightmare. They told us they would only keep us for 90min, so we left at 10am the following morning. We were taken to breakfast, where Irvana talked our ears off about what destinations we wanted to visit next and asking very strange questions which we thought was odd. She then took us to an office where we were greeted by another member of staff. The ‘hotel manager’ he then told us that they only had one opportunity to talk to us about this as México had a new law about trying to approach us to try and get us to book with them directly rather than going through third party companies, they asked us to pay 10K (yes 10K) to become a gold member and we would get cheaper prices. My husband said we were not interested and we wanted to leave. He then told us he was passing us over to one of the hotel owners to check us out, they were extremely angry. The hotel owner was this large man with very thick eyebrows who was probably the most patronising person we have ever met. He was trying to degrade us by saying this is not a lot of money, I don’t not understand why you won’t take this offer. He then tried to intimidate us, saying I can see you are not here for business you don’t look like business people and that he’d give us a better deal if we paid them 3K today. It was so absurd, all the staff were just staring at us like we wernt able to leave without paying something for something we weren’t even sure about. After that our whole time at the hotel was ruined. It put us off the hotel in general. The way the hotel owner spoke to us in such a degrading way like we were peasants for not wanting to give them 3K. My husband put his foot down and asked them to let us leave. It’s like they were guarding the door so we couldn’t leave. It was an awful experience. We left the office at 3pm they kept us a whole day! The only area of the hotel which was nice was the pool area and the location on the beach! Please do not stay here it is not worth your money!!! They will try and con you, and force you to pay for their products like you have no other choice. The reception staff are rude and do not smile. The entertainment staff were lovely but that’s really it. We tried to stay out the hotel as much as possible, after the invitation none of the staff wouldn’t look at us as they seemed embarrassed. Other customers were also approached and I could see their frustration too.

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