TripAdvisor Traveler Rating

Loved the food, atmosphere and most of all service at Delice restaurant. Thanks to our server Zacharius for the excellent experience!

I wish I had read reviews more carefully before booking Krystal Grand Cancun. My daughter planned this trip for my birthday, and instead of a special memory, it became one of the worst hotel experiences I’ve ever had. Our room had a strong, unbearable odor—mildew mixed with something that smelled like decay. We immediately went back to reception and were told to go to a different room. To our shock, that room was occupied. We unknowingly knocked on another guest’s door, which was extremely embarrassing. When we returned to the front desk, they denied giving us that room number and blamed us for the mistake. We asked for a manager (Ofelia), but instead of helping, she defended the staff and insisted it was our fault. Later, the guests whose room we knocked on told us they were contacted and told it was “our mistake,” essentially making us look dishonest. The following day, we dealt with another manager, Fernando, who showed no concern and offered to move us only if we signed a release form. We refused, and they sent us back to the same room, claiming nothing was wrong. Even a staff member acknowledged the smell in the room. There was no apology, no accountability, and no effort to fix the situation. I have traveled extensively, and I have never experienced such poor management and lack of basic hospitality. I strongly recommend staying elsewhere.

The location was perfect. Right next to the beach and all inclusive resort. Beautiful pools and the water was incredible in the sea .. truly spoilt in every way. As a vegan there was plenty of choice and they were happy to make me anything special that I could eat. The sail up pool bar was fabulous and the foam party was totally fun! As the Pilates instructor for the week the entertainment team treated me so well helping to set up every morning and even took part! The service was definitely 5 star the staff work so hard and always with a smile. Honestly I cannot wait to plan my next visit I would definitely return here. Loved every minute of it ?? Massive shout out to Renee, Eduardo and Sebastian for their support in the Pilates set up and to the buffet team Diana and Isabelle you were brilliant.

Yahaira at the cafe is the kindest sweetest lady!

Yahaira was very friendly, remembered our orders and provided great service!