TripAdvisor Traveler Rating

The highlight of our stay were a hostess to the buffet, Isabel and Jocelyn. Right away they learned our names. They were wonderful to my wife as well as to myself. They really helped making our trip special.. The hotel was under construction, which caused some difficulties, but the staff I gotta say really went above and beyond. Have you ever found the missing yoga instructor?

We booked our stay at the Krystal Grand Cancun expecting a comfortable and relaxing experience consistent with the resort’s advertised “4+ star” reputation. Unfortunately, what we encountered was one of the most disappointing hotel experiences we have ever had. We travelled to Mexico for a medical-related trip and specifically selected this property because my girlfriend required a clean, comfortable, and stress-free environment for recovery. Instead, the resort created unnecessary frustration at nearly every stage of our stay. The experience began with an almost five-hour check-in process. After travelling all day, standing in a chaotic lobby for that length of time was unacceptable. Even once we finally received access to our room, the key cards stopped working repeatedly and had to be reprogrammed four separate times throughout our stay. The resort itself is severely misrepresented online. The rooms are shockingly outdated, bare, and depressing, resembling prison cells more than a modern all-inclusive resort. The elevators are extremely slow, poorly ventilated, and uncomfortably hot. Wi-Fi service constantly cuts in and out, which becomes particularly frustrating when trying to coordinate excursions, communicate with family, or handle work remotely. Cleanliness and maintenance across the property were far below what should be expected from a resort at this price point. Lounge chairs around the pool and beach areas were frequently covered in bird droppings and visibly dirty. Pool tiles are literally coming apart, creating an overall feeling of neglect throughout the property. Housekeeping was inconsistent and careless; hand towels and face towels were rarely replaced unless we specifically called to request them daily. The minibar “restock” consisted of a single beer, which felt almost comical for an all-inclusive resort. The beach situation was perhaps the most disappointing aspect of the stay. The shoreline was overwhelmed with seaweed to the point that the beach became effectively unusable and emitted a strong sewage-like odor. What made this even more frustrating was that neighbouring resorts were clearly maintaining and cleaning their sections of the beach while Krystal Grand appeared to make little to no effort whatsoever. We specifically chose Cancun for the beach experience, and instead we were left with an unswimmable shoreline and a constant unpleasant smell. Dining operations at the resort were equally frustrating. Restaurants do not accept reservations, yet only one of the three restaurants was consistently open each evening. This created nightly wait times exceeding an hour simply to have dinner. At the buffet, service was extremely limited, with guests often needing to retrieve their own drinks because servers rarely came around. The entire dining experience felt disorganized and understaffed. Several policies throughout the resort were simply baffling. Adults are prohibited from using the billiards/poker games room because it is apparently restricted to children aged 10–17. Imagine arriving at an all-inclusive resort only to be told that adults cannot play pool or foosball. Drinks cannot be taken outside the bars in proper glassware and are instead poured into flimsy low-quality plastic cups, including hot coffee. These may sound like small details individually, but together they contribute to an experience that feels cheap and poorly managed. The sales tactics surrounding the “premium membership” presentation were also extremely misleading. We were promised a specific excursion discount in exchange for attending a sales session, only for the resort staff to attempt substituting it with a completely different and significantly inferior excursion afterward. It felt dishonest and manipulative. After returning home and reading additional online reviews, it became clear that many of these problems are not isolated incidents. Numerous guests have reported extremely long check-in times, elevator breakdowns, maintenance issues, seaweed problems, overcrowding at restaurants, and misleading sales presentations. Several reviews specifically mention poor beach maintenance, long waits for dining, slow elevators, and underwhelming room conditions similar to what we experienced ourselves. Cancun is filled with genuinely beautiful resorts at similar price points that take pride in maintaining their facilities and delivering quality guest experiences. Krystal Grand Cancun is not one of them. The property survives largely because of its location, not because of its service, management, or quality standards. We rarely write negative reviews, but this experience was so consistently disappointing that we feel obligated to warn future travellers. If you are looking for a clean, relaxing, properly managed resort — especially for an important trip or recovery-related vacation — I strongly recommend booking elsewhere.

Our Barman Christian was really friendly and really good, and made our holiday! Thank you!

Location was fantastic shame about the sargassum Atmosphere was active around the pool was good very nice staff at the restaurant were lovely and pool area. Thank you to Isabel and Josecelin were fantastic thanks again Room wasn’t great because we were facing a big hotel and there generators the noise from that was bad sleeping was terrible noise all the time rooms felt damp smelt damp room clear very day

Such a great experience! Service was unbelievable, especially Yahaira in the coffee shop and Alejo our server by the pool. Thank you so much to both of you, plus the rest of the staff for making our honeymoon an unforgettable experience.