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Reviews of Krystal Cancun
3.5 out of 5
Krystal Cancun Paseo Kukulcan km 9, lotes 9 y 9A, Zona Hotelera, Cancun, QROO
6.4
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Rating 10 - Excellent. 369 out of 1345 reviews" "
10 - Excellent
369
" "10 - Excellent 27%
Rating 8 - Good. 293 out of 1345 reviews" "
8 - Good
293
" "8 - Good 22%
Rating 6 - Okay. 227 out of 1345 reviews" "
6 - Okay
227
" "6 - Okay 17%
Rating 4 - Poor. 190 out of 1345 reviews" "
4 - Poor
190
" "4 - Poor 14%
Rating 2 - Terrible. 266 out of 1345 reviews" "
2 - Terrible
266
" "2 - Terrible 20%
7.1/10
Cleanliness
7.0/10
Staff & service
6.5/10
Amenities
6.3/10
Property conditions & facilities
7.0/10
Eco-friendliness
Reviews
8/10 Good
MICHELE
Traveled with group
Mar 11, 2023
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Pay for an ocean view, you won't be disappointed!
Stayed 3 nights in Mar 2023
Response from Saisha Santillan E-concierge on Mar 12, 2023
Dear guest,Thank very much for your lovely review! It is wonderful to read that we met your expectations and you had a memorable and amazing Krystal Cancun experience.We are honored by all your kind compliments. It really makes us feel proud to know that you found our service to be top notch.On behalf of all the team, allow us to tell you that we are grateful for your visit and we will be waiting to welcome you back in the future.Kind regards
6/10 Okay
Veronica
Traveled with family
Mar 11, 2023
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
What I like was the staff . What didn’t like it was the room had roaches.
Stayed 4 nights in Mar 2023
Response from Jose L. Medina General manager on Mar 12, 2023
Dear guest,Please accept our most sincere apologies for the inconvenience we may have caused during your holidays. Thank you for bringing this to our attentionIf you wouldn't mind letting us know more information about incident that caused your displeasure via inbox so we could further resolve the issue, we would greatly appreciate itKind regards
6/10 Okay
Bettina, Kansas City
Traveled with group
Mar 10, 2023
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service, amenities
This was my first time staying on Isla. I have be going to Cancun for 30 years. I was very disappointed in the Mia Reef resort.Three girls traveling together. We were all disappointed in the food and the rude waiters. We paid 3000 for 5 days just for the room and all inclusive and barely ate. I got a massage and was charged for 2 massages on my credit card and they couldn’t figure out what happened so no credit was given.Very small pool and no decking around the pool to lay out.Very small beach area. The best part is the ocean that you can walk out and crystal clear water.
Stayed 1 night in Mar 2023
Response from Jose L. Medina General manager on Mar 14, 2023
Dear Mrs Bettina Unfortunatelly the hotel Mia Reef Resort is not part of Krystal Cancun as we are located in the hotel zone of Cancun and we didnt host you on this visit to the mexican caribeann we would greatly appreciate if you could remove your review from our profile, it would be a great honor to receive you in our hotel on your next holidays Kind regards
2/10 Terrible
Alexander
Traveled with family and small children, Traveled with group, Traveled with partner, Traveled with family
Mar 10, 2023
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We've been to Cancun 14 times, and stayed all over the strip. This hotel was by and far the WORST. Horrible customer service from everyone except save a few of the food service staff. Tower B had no hot water and we were moved 4 times in just as many days with extreme hassle as the front desk made us jump through a ton of hoops. All-inclusive guests were treated horribly. Staff gave out wrong information about reservations needed for certain restaurants and manager Fernando didn't care or listen at all. Mini-bar was restocked inconsistently, maid service wouldn't come unless you put a tag out on the door, dry cleaning was returned still dirty. We are currently working on getting a refund through Expedia as we were forced into a room that was below what we paid for, and Krystal apparently can’t even be bothered to answer their phone or respond to an email, which sadly demonstrates even further how little your experience matters to them. The only saving grace, and I do mean ONLY, was some of the wait staff - they seemed to be the only ones to genuinely care if you were being taken care of. A MASSIVE shout-out to Azael and Miguel on the beach, Elizabeth from Aquamarina, Roberto the swim-up bar bartender, and Cruz from Las Velas. There’s another beach waiter whose name starts with M but for the life of me I cannot remember it but he was also excellent. The named individuals were fun, personable, great with my two young boys, FAST, and were all-around exceptional at their job.
Response from Saisha Santillan E-concierge on Mar 10, 2023
Dear guestFirst and foremost, we would like to thank you for allowing us to host you at Krystal Cancun and for sharing your comments. We sincerely apologize if you didn't find the service we provide at the same level as your expectations. You may rest assured that this information has been shared with the departments involved and proper measures will be taken.We would like to offer you our humble apologies if the level of service provided was not up to the our standards. As we work hard on a daily basis to better our service, we hope to have the opportunity of hosting you back on a renewed opportunity to redeem your confidence in our resort and service.I remain at your serviceKind regards,
8/10 Good
Zackary
Traveled with partner
Mar 8, 2023
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place to stay. Mario was an amazing server. Staff was very friendly. Location on the beach was great. Overall amazing experience. Would go again.
Stayed 5 nights in Mar 2023
Response from Saisha Santillan E-concierge on Mar 10, 2023
Dear guest,Thank very much for your lovely review! It is wonderful to read that we met your expectations and you had a memorable and amazing Krystal Cancun experience.We are honored by all your kind compliments. It really makes us feel proud to know that you found our service to be top notch.On behalf of all the team, allow us to tell you that we are grateful for your visit and we will be waiting to welcome you back in the future.Kind regards
8/10 Good
Juan J
Traveled with family
Mar 8, 2023
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great Hotel for future vacation.
Stayed 4 nights in Mar 2023
Response from Saisha Santillan E-concierge on Mar 8, 2023
Dear guest,Thank very much for your lovely review! It is wonderful to read that we met your expectations and you had a memorable and amazing Krystal Cancun experience.We are honored by all your kind compliments. It really makes us feel proud to know that you found our service to be top notch.On behalf of all the team, allow us to tell you that we are grateful for your visit and we will be waiting to welcome you back in the future.Kind regards
8/10 Good
Jeffery, Philadelphia
Traveled with group
Mar 4, 2023
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Location
Stayed 3 nights in Feb 2023
Response from Saisha Santillan E-concierge on Mar 5, 2023
Dear guest,Thank very much for your review! It is wonderful to know that we met your expectations and you had a memorable and amazing Krystal Cancun experience. It really makes us feel proud to know that you found our service to be top notch.On behalf of all the team, allow us to tell you that we are grateful for your visit and we will be waiting to welcome you back in the future.Kind regards
8/10 Good
vasha
Traveled with family
Feb 27, 2023
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The best thing about this property is the location the view is lovely, place is very clean and the mexican restaurant is the best! will recommend
Response from Saisha Santillan E-concierge on Feb 28, 2023
Dear guest,Thank very much for your lovely review! It is wonderful to read that we met your expectations and you had a memorable and amazing Krystal Cancun experience.We are honored by all your kind compliments. It really makes us feel proud to know that you found our service to be top notch.On behalf of all the team, allow us to tell you that we are grateful for your visit and we will be waiting to welcome you back in the future.Kind regards
10/10 Excellent
boyd stacy
Feb 27, 2023
Liked: Cleanliness, staff & service, property conditions & facilities
Its proximity to all amenities is excellent along with the staff. The cleaning crew came around too early in the mornings, minor problem though!!
Stayed 7 nights in Feb 2023
Response from Saisha Santillan E-concierge on Feb 27, 2023
Apreciable huésped,Le agradezco por tomarse el tiempo en compartirnos su comentario y generosa puntuación de su reciente visita en Krystal Cancún. Nos da mucho gusto enterarnos de que su estancia con nosotros fue muy placentera Saludos cordiales,
2/10 Terrible
Checotah
Traveled with family and small children
Feb 23, 2023
Liked: Cleanliness, staff & service
Disliked: Amenities, property conditions & facilities
Staff at El Montero was mediocre at best once they saw we were all inclusive. The evening prior they were very attentive when we paid cash. The next evening we had uograded to all inclusive and service was extremely slow
Stayed 11 nights in Feb 2023
Response from Jose L. Medina General manager on Feb 24, 2023
Dear guestThank you so much for sharing your feedback about your stay with us. We sincerely apologize for this experience, as it is not reflective of the quality and service we strive to provide.Please know your feedback has reached our management in order to work in our opportunity areas.We apologize if there was any miscommunication on our part.We hope to have the opportunity of welcoming you back in the near future, in a renewed opportunity to improve our service.We are sincerely sorry to hear about this experience. Please know, we have reached out to you in order to learn more details about your stay, and address this further.Kind regards
8/10 Good
Yolanda
Traveled with family
Feb 22, 2023
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed for 5 nights and hotel was located in a great area, close to restaurants and shops. A bit nosy at night due to clubs but still able to get a good night's sleep. Loved the food and beach area.
Stayed 5 nights in Feb 2023
Response from Jose L. Medina General manager on Feb 23, 2023
Dear guestFirst and foremost, we would like to thank you for allowing us to host you at Krystal Cancun and for sharing your comments. We sincerely apologize if you didn't find the service we provide at the same level as your expectations. You may rest assured that this information has been shared with the departments involved and proper measures will be taken.We would like to offer you our humble apologies if the level of service provided was not up to the our standards. As we work hard on a daily basis to better our service, we hope to have the opportunity of hosting you back on a renewed opportunity to redeem your confidence in our resort and service.I remain at your serviceKind regards,
10/10 Excellent
JOSEPH
Feb 21, 2023
Liked: Cleanliness, staff & service
Stayed 2 nights in Feb 2023
6/10 Okay
Colleen
Traveled with family
Feb 20, 2023
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
I booked a Deluxe Ocean View Room and it was a great view. The rooms need updating. Caulking falling apart. Shower all rusted. Holes and cracks in counter. Faucet leaking. Only given 3 bath towels, no face cloths or hand towels. Nothing Deluxe except ocean view is fabulous. Only 1 elevator working most times so had to climb stairs everyday. Very loud as nightclubs near by. Maids kept room clean. Pool was great. Poolside food and drinks really reasonable. Close to great supermarket. Tour people wanted to charge us more than we could book direct online. All in all it was a 2.5-3 star and a good vacation but would not stay here again unless room is updated.
Stayed 7 nights in Feb 2023
Response from Jose L. Medina General manager on Feb 21, 2023
Dear guestWe are truly sorry that your experience din't meet your expectations. We will share the information with our managers to work together and improve our gest experience. Please accept our sincere apologies, we wish you could give us a chance to chage your perspective in the future.Kind regards
6/10 Okay
Marisa
Feb 20, 2023
Liked: Staff & service
Very dated rooms. Not a great location - right near all of the bars and high energy. Staff is friendly.
Stayed 1 night in Feb 2023
Response from Jose L. Medina General manager on Feb 21, 2023
Dear guestWe are truly sorry that your experience din't meet your expectations. We will share the information with our managers to work together and improve our gest experience. Please accept our sincere apologies, we wish you could give us a chance to chage your perspective in the future.Kind regards
8/10 Good
Judith
Feb 17, 2023
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 14 nights in Feb 2023
6/10 Okay
Arturo
Traveled with family
Feb 16, 2023
Liked: Cleanliness, staff & service
Disliked: Amenities
Realmente esperaba mas amenidades , y en elCheck in expidia da una publicidad falsa todo incluido cuando llegas resulta que no y es carísimo el extra de todo incluido por persona conviene mas hacer la reservación con el hotel directo pongan publicidad real porque no dan nada por la falta de respeto al ser mentira lo que venden
Stayed 4 nights in Feb 2023
Response from Jose L. Medina Gerente general on Feb 17, 2023
Apreciable huesped,Le ofrecemos nuestras más sinceras disculpas por las molestias que le hayamos podido causar durante sus vacaciones. La calidad de nuestros servicios y cómo influyen en su experiencia es lo más importante para nosotros. Gracias por informarnos sobre esto, le aseguramos que trabajaremos con nuestro equipo para mejorar nuestros servicios y tomar las medidas necesarias para evitar que vuelva a suceder.Saludos cordiales
6/10 Okay
CAROL
Feb 16, 2023
Liked: Cleanliness, property conditions & facilities
this was my 4th stay at this property. Initial room was old, and hot. I moved to another room and this was good. Wished you could choose the "all inclusive" option prior to getting there. ALSO on Valentines Day even if you were all inclusive you had to pay for your dinner...not acceptable. I fell on a wet floor and the staff were very nice in helping me to get up and get ice for my knee. Overall nice place to stay
Stayed 6 nights in Feb 2023
Response from Jose L. Medina General manager on Feb 17, 2023
Dear guest,We thank you most heartily for choosing us as your best hotel option in the Caribbean; we hope you had a safe return home. However, we are certainly disappointed to hear that your stay did not go as expected. Please accept our most sincere apologies for the inconvenience we may have caused during your holidays. The quality of our services and how they influence your experience is the most important thing for us. Thank you for bringing this to our attention, we assure you th.at we will work with our team to improveour services and take the necessary measures to prevent it from happening again.Kind regards
8/10 Good
Brent
Traveled with partner
Feb 15, 2023
Liked: Cleanliness, amenities
Overall this is a great property. It looks amazing. Multiple pools, easy access to the beach. Secured and conveniently located at the tip of the Hotel Zone. The bad: The lobby has about 10 staff members trying to sell you time shares. No one will help you unless you hear the timeshare pitch. All of the Hotel activities "packages" are about three times the actual cost. Youre better off going to the activity and purchasing your tickets from them directly. The beds are not comfy (as to be expected in beach areas) but they feel like they are going to fall apart. Our safe in the room was not working and the shower water was yellow and would not drain. Hotel was great with some down sides, BUT we spent a week on a beach in Mexico. Cant complain 4 stars
Stayed 4 nights in Feb 2023
Response from Jose L. Medina General manager on Feb 17, 2023
Dear guest,Receive my warmest greetings from Krystal CancunPlease know we are truly grateful for your visit and the appreciation of the service provided during your stay.At Krystal Cancun, we are proud to say our service seeks to go one step beyond your needs so that your only concern is to enjoy your vacation and feel pampered.Thank you very much for your comments regarding the service provided, We also want to thank you for mentioning our opportunity areas. These kinds of reviews help us to improve as an excellent hotel. Kind regards
10/10 Excellent
janet
Traveled with family
Feb 14, 2023
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were very friendly and helpful. Even the cleaning staff smiled and greeted us in the halls. This is a resort but clean and well maintained. The very best thing is the location. Easy to walk to clubs, places to eat, large grocery store and I felt very safe walking around. The beach is sheltered by a break wall which keeps the surf low and the seaweed away. Great for swimming.
Stayed 7 nights in Feb 2023
Response from Saisha Santillan E-concierge on Feb 14, 2023
Dear guest,Thank very much for your lovely review! It is wonderful to read that we met your expectations and you had a memorable and amazing Krystal Cancun experience.We are honored by all your kind compliments. It really makes us feel proud to know that you found our service to be top notch.On behalf of all the team, allow us to tell you that we are grateful for your visit and we will be waiting to welcome you back in the future.Kind regards
10/10 Excellent
Armando
Traveled with family and small children, Traveled with family
Feb 14, 2023
Liked: Cleanliness, amenities, property conditions & facilities
Comodidad, cerca de la playa
Stayed 3 nights in Feb 2023
Response from Jose L. Medina General manager on Feb 14, 2023
Dear guest,Thank very much for your lovely review! It is wonderful to read that we met your expectations and you had a memorable and amazing Krystal Cancun experience.We are honored by all your kind compliments. It really makes us feel proud to know that you found our service to be top notch.On behalf of all the team, allow us to tell you that we are grateful for your visit and we will be waiting to welcome you back in the future.Kind regards
10/10 Excellent
Matthew James
Traveled with partner
Feb 12, 2023
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We had a emergency with a compound ankle fracture, the manager and staff were incredibly helpful and kind. Hotel really wants you to have a great vacation.
Stayed 5 nights in Feb 2023
Response from Jose L. Medina General manager on Feb 12, 2023
Dear guest,Thank very much for your lovely review! It is wonderful to read that we met your expectations and you had a memorable and amazing Krystal Cancun experience.We are honored by all your kind compliments. It really makes us feel proud to know that you found our service to be top notch.On behalf of all the team, allow us to tell you that we are grateful for your visit and we will be waiting to welcome you back in the future.Kind regards
8/10 Good
Israel
Feb 12, 2023
Stayed 3 nights in Feb 2023
10/10 Excellent
Santos
Traveled with partner
Feb 8, 2023
Liked: Cleanliness, staff & service
Wonderful, beautiful property! Great time!
Stayed 4 nights in Feb 2023
Response from Saisha Santillan E-concierge on Feb 8, 2023
Dear guest,Thank very much for your lovely review! It is wonderful to read that we met your expectations and you had a memorable and amazing Krystal Cancun experience.We are honored by all your kind compliments. It really makes us feel proud to know that you found our service to be top notch.On behalf of all the team, allow us to tell you that we are grateful for your visit and we will be waiting to welcome you back in the future.Kind regards
2/10 Terrible
Loreal
Traveled with family
Feb 8, 2023
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The property is worn out. Needs updating. Photos are deceiving. We had to switch our room 4 different times. The first time immediately upon arrival. They literally just gave us a random room. 1 bed instead of 2. No balcony oceanview despite booking so. During 1 of the room swaps the front desk gave us a key card to an occupied room. I walked in on a minor changing clothes. When it rained water was leaking into the room around the baloncy doors. I called room service they sent housekeeping with a mop. Since it was continously raining I didnt see how this would be an effective long-term solution. After debating for a room change i got another room which had no hot water in the shower and this time the ceiling was leaking above the toliet.Sales ppl in the lobby aggressively try to pitch you upgrades and "incentives" The breakfast buffet is a joke. An omelet, fruit, non american cereaI and pancake/french are the only actual breakfast items. The rest are an assortment of food items that are more along the lines of lunch or dinner. Good luck calling to the front desk or phoning anywhere on the resort most employees are not bilingual. I was here years ago and really enjoyed myself which is why i came back. Things have totally changed unfortunately for the worst.
Stayed 3 nights in Feb 2023
Response from Jose L. Medina General manager on Feb 8, 2023
Dear guest,Please accept our most sincere apologies for the inconvenience we may have caused during your holidays. The quality of our services and how they influence your experience is the most important thing for us. Thank you for bringing this to our attention, we assure you th.at we will work with our team to improveour services and take the necessary measures to prevent it from happening again.Kind regards
10/10 Excellent
Aurora
Traveled with partner
Feb 8, 2023
Liked: Cleanliness, staff & service, property conditions & facilities
Super clean!! I love everything!
Stayed 4 nights in Feb 2023
Response from Saisha Santillan E-concierge on Feb 8, 2023
Dear guest,Thank very much for your lovely review! It is wonderful to read that we met your expectations and you had a memorable and amazing Krystal Cancun experience.We are honored by all your kind compliments. It really makes us feel proud to know that you found our service to be top notch.On behalf of all the team, allow us to tell you that we are grateful for your visit and we will be waiting to welcome you back in the future.Kind regards
8/10 Good
Luis
Feb 6, 2023
Liked: Cleanliness, staff & service
Stayed 1 night in Feb 2023
8/10 Good
Rachel
Feb 6, 2023
6/10 Okay
Stephany
Feb 5, 2023
Liked: Staff & service
Disliked: Property conditions & facilities
Stayed 3 nights in Feb 2023
6/10 Okay
Cristina
Traveled with group, Traveled with partner
Jan 30, 2023
Liked: Staff & service
Disliked: Property conditions & facilities
You have to purchase all inclusive as an add on. This resort is not all inclusive if you don't book the all inclusive. you can purchase it at check in. Also the resort is not adult only.
Stayed 4 nights in Jan 2023
Response from Jose L. Medina General manager on Jan 31, 2023
Dear guest,We thank you most heartily for choosing us as your best hotel option in the Caribbean; we hope you had a safe return home. However, we are certainly disappointed to hear that your stay did not go as expected. Please accept our most sincere apologies for the inconvenience we may have caused during your holidays. The quality of our services and how they influence your experience is the most important thing for us. Thank you for bringing this to our attention, we assure you that we will work with our team to improveour services and take the necessary measures to prevent it from happening again.Kind regards
10/10 Excellent
Jeffery
Traveled with partner
Jan 26, 2023
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The beach was amazing, easily accessible; great pool; food and drink beachside with great service.
Stayed 5 nights in Jan 2023
Response from Saisha Santillan E-concierge on Jan 26, 2023
Dear guest,Thank very much for your lovely review! It is wonderful to read that we met your expectations and you had a memorable and amazing Krystal Cancun experience.We are honored by all your kind compliments. It really makes us feel proud to know that you found our service to be top notch.On behalf of all the team, allow us to tell you that we are grateful for your visit and we will be waiting to welcome you back in the future.Kind regards
10/10 Excellent
Dylan
Traveled with group
Jan 23, 2023
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good stay
Response from Saisha Santillan E-concierge on Jan 23, 2023
Dear guest,Receive my warmest greetings from Krystal CancunPlease know we are truly grateful for your visit and the appreciation of the service provided during your stay. We hope you had a pleasant return home. Our main goal is that our guests live great moments to remember forever. Cecilia will be very happy to hear from you.We feel very flattered by your visit and comments.We look forward to pampering you in this home in the caribbean once again.Kind regards from Cancun!
8/10 Good
Terry
Traveled with group, Traveled with family
Jan 23, 2023
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Price is fair for the property. Resevered a double queen and was given a single king.
Response from Saisha Santillan E-concierge on Jan 23, 2023
Dear guest,Receive my warmest greetings from Krystal CancunPlease know we are truly grateful for your visit and the appreciation of the service provided during your stay. We hope you had a pleasant return home. Our main goal is that our guests live great moments to remember forever. Cecilia will be very happy to hear from you.We feel very flattered by your visit and comments.We look forward to pampering you in this home in the caribbean once again.Kind regards from Cancun!
10/10 Excellent
Judith K
Traveled with group
Jan 21, 2023
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
So relaxing. Food was amazing. Staff friendly and helpful
Stayed 5 nights in Jan 2023
Response from Saisha Santillan E-concierge on Jan 22, 2023
Dear guest,Thank very much for your lovely review! It is wonderful to read that we met your expectations and you had a memorable and amazing Krystal Cancun experience.We are honored by all your kind compliments. It really makes us feel proud to know that you found our service to be top notch.On behalf of all the team, allow us to tell you that we are grateful for your visit and we will be waiting to welcome you back in the future.Kind regards
10/10 Excellent
James
Jan 16, 2023
Liked: Cleanliness, staff & service, property conditions & facilities
Response from Saisha Santillan E-concierge on Mar 10, 2023
Apreciable huésped,Le agradezco por tomarse el tiempo en compartirnos su comentario y generosa puntuación de su reciente visita en Krystal Cancún. Nos da mucho gusto enterarnos de que su estancia con nosotros fue muy placentera Saludos cordiales,
8/10 Good
Eric
Jan 16, 2023
Response from Saisha Santillan E-concierge on Mar 10, 2023
Apreciable huésped,Le agradezco por tomarse el tiempo en compartirnos su comentario y generosa puntuación de su reciente visita en Krystal Cancún. Nos da mucho gusto enterarnos de que su estancia con nosotros fue muy placentera Saludos cordiales,
8/10 Good
Hildegard
Traveled with family
Jan 9, 2023
Disliked: Cleanliness, amenities, property conditions & facilities
Good: property very nice pool, easy beach access Fun water aerobics. The Bad: food sub par; drinks just high fructose syrup, not the tons of fruit that we all really want. The Ugly: pillows are the worst I have had to use in life, They are about 20 years old so lumpy, and gross, the sheets stained, not sure if they were cleaned; towels from the 90’s.
Response from Jose L. Medina General manager on Jan 9, 2023
Dear guest,We thank you most heartily for choosing us as your best hotel option in the Caribbean; we hope you had a pleasant return home. We are sorry to hear that your stay was didn’t meet you expectations. The quality of our services and how they influence your experience is the most important thing for us. If you do not mind, we would like to know more information about your reservation and more details about the incident that caused your displeasure,if you could be so kind sendin us a message via inbox on our Facebook page we assure you that we will work with our team to improve reception processes and take the necessary measures to prevent it from happening again. Please accept our most sincere apologies for any inconvenience that may have been caused during your stay. We wish to have the honor of welcoming you again and changing your perception of our service.
6/10 Okay
Pablo, Zapopan
Traveled with partner
Jan 8, 2023
Liked: Cleanliness, staff & service
Response from Saisha Santillan E-concierge on Jan 8, 2023
Apreciable huésped,Le agradezco por tomarse el tiempo en compartirnos su comentario y generosa puntuación de su reciente visita en Krystal Cancún. Nos da mucho gusto enterarnos de que su estancia con nosotros fue muy placentera Saludos cordiales,
2/10 Terrible
Jose
Traveled with family
Jan 3, 2023
Disliked: Cleanliness, staff & service, property conditions & facilities
I want to start off by saying my stay wasn’t so pleasant at all. My bed was missing a comforter and the bed sheets were dirty with stains. Next my shower wasn’t working. I called front desk and it took them a while to send someone to fix the shower. Barely any water pressure at the end result. Did not enjoy my stay. I will not book here again.
Response from Jose L. Medina General manager on Jan 5, 2023
Dear guest,We thank you most heartily for choosing us as your best hotel option in the Caribbean; we hope you had a safe return home. However, we are certainly disappointed to hear that your stay did not go as expected. Please accept our most sincere apologies for the inconvenience we may have caused during your holidays. The quality of our services and how they influence your experience is the most important thing for us. Thank you for bringing this to our attention, we assure you that we will work with our team to improveour services and take the necessary measures to prevent it from happening again.Kind regards
2/10 Terrible
Alec
Traveled with family and small children, Traveled with family
Dec 30, 2022
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I do not recommend if you would like to sleep at night.Hotel is right next to a big night club, music is blaring into the rooms until 2am. Rooms are outdated and not homey. Shower did not work the entirety of the say. A lot of walking just to get to your room, all and all for the price It is not on par with other properties in Cancun.
Response from Jose L. Medina General manager on Jan 3, 2023
Dear guest,We thank you most heartily for choosing us as your best hotel option in the Caribbean; we hope you had a safe return home. However, we are certainly disappointed to hear that your stay did not go as expected. Please accept our most sincere apologies for the inconvenience we may have caused during your holidays. The quality of our services and how they influence your experience is the most important thing for us. Thank you for bringing this to our attention, we assure you that we will work with our team to improveour services and take the necessary measures to prevent it from happening again.Kind regards
2/10 Terrible
Chunmei
Traveled with family
Dec 29, 2022
Disliked: Staff & service, property conditions & facilities
This hotel is more like a motel
Response from Jose L. Medina Gerente general on Dec 29, 2022
Apreciable huésped,Agradecemos de corazón el habernos elegido como su mejor opción de hospedaje en este destino, esperamos haya tenido un agradable regreso a casa. Nos aflige saber que su estancia no fue como esperaba. La calidad de nuestros servicios y como estos influyen en su experiencia es lo más importante para nosotros. Si no le molesta nos gustaría saber más detalles sobre el incidente que ocasiono su disgusto, si fuera tan amable de enviarnos un mensaje via inbox on Facebook le aseguramos que trabajaremos con nuestro equipo en la mejora de los procesos de recepción y se tomaran las medidas necesarias para prevenir que vuelva a suceder. Por favor, acepte nuestras más sinceras disculpas por las molestias que pudieron haber generado durante su estancia deseamos tener el honor de recibirlo nuevamente y cambiar su percepción de nuestro servicio.
10/10 Excellent
Michel Nowacki, Saugus
Dec 29, 2022
6/10 Okay
Linus
Dec 28, 2022
4/10 Poor
jasmine, Orlando
Dec 26, 2022
Liked: Staff & service, property conditions & facilities
2/10 Terrible
Betsy
Dec 26, 2022
10/10 Excellent
Josue
Traveled with group
Dec 24, 2022
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Todo estuvo muy bien, esta en la zona hotelera, a 5 minutos caminando de cocobongo, un Vips, la playa muy limpia y la vista espectacular, recomiendo las habitaciones con Balcon y Vista a la playa, lo unico es que la ducha siempre se sale un poco el agua pues la mampara no es muy grande, al final ellos siempre limpian la habitación todos los dias, pero es una excelente opcion, perdi una almohada pra viajes, pero me di cuenta hasta que iba a dejar el hotel asi que ya no pude indagar que paso con ella, Definitivamente regresaria a este hotel!
Response from Jose L. Medina Gerente general on Dec 27, 2022
Apreciable huesped,Agradecemos de corazon el habernos elegido como su mejor opción de hospedaje en este destino, esperamos haya tenido un agradable regreso a casa. Sin embargo, nos aflige saber que su estancia no fue como esperaba.Le ofrecemos nuestras más sinceras disculpas por las molestias que le hayamos podido causar durante sus vacaciones. La calidad de nuestros servicios y cómo influyen en su experiencia es lo más importante para nosotros. Gracias por informarnos sobre esto, le aseguramos que trabajaremos con nuestro equipo para mejorar nuestros servicios y tomar las medidas necesarias para evitar que vuelva a suceder.
2/10 Terrible
Ernest
Traveled with partner
Dec 23, 2022
Disliked: Cleanliness, staff & service, property conditions & facilities
The property was dirty. The staff was ignorant a room had no Internet there was only a bed in the room no other furniture very dirty. Disgusting.
Stayed 1 night in Dec 2022
Response from Jose L. Medina General manager on Dec 23, 2022
Dear guest,We thank you most heartily for choosing us as your best hotel option in the Caribbean; we hope you had a pleasant return home. We are sorry to hear that your stay was didn’t meet you expectations. The quality of our services and how they influence your experience is the most important thing for us. If you do not mind, we would like to know more information about your reservation and more details about the incident that caused your displeasure,if you could be so kind sendin us a message via inbox on our Facebook page we assure you that we will work with our team to improve reception processes and take the necessary measures to prevent it from happening again. Please accept our most sincere apologies for any inconvenience that may have been caused during your stay. We wish to have the honor of welcoming you again and changing your perception of our service.
10/10 Excellent
Migdiala
Traveled with partner
Dec 19, 2022
Liked: Staff & service, amenities
The attention from employees, pool areas, and restaurants, bed and pillows uncomfortable, bathroom not good maintenance, but good atmosphere and attention.
Response from Jose L. Medina General manager on Dec 19, 2022
Apreciable huésped,Agradecemos de corazón el habernos elegido como su mejor opción de hospedaje en este destino, esperamos haya tenido un agradable regreso a casa. Nos aflige saber que su estancia no fue como esperaba. La calidad de nuestros servicios y como estos influyen en su experiencia es lo más importante para nosotros. Si no le molesta nos gustaría saber más detalles sobre el incidente que ocasiono su disgusto, si fuera tan amable de enviarnos un mensaje via inbox on Facebook le aseguramos que trabajaremos con nuestro equipo en la mejora de los procesos de recepción y se tomaran las medidas necesarias para prevenir que vuelva a suceder. Por favor, acepte nuestras más sinceras disculpas por las molestias que pudieron haber generado durante su estancia deseamos tener el honor de recibirlo nuevamente y cambiar su percepción de nuestro servicio.
8/10 Good
Romell
Dec 19, 2022
10/10 Excellent
Veronica Leticia
Traveled with family
Dec 17, 2022
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Este hotel me sorprendió en servicio y calidad. La playa de ensueño. Se puede caminar alrededor y tener todo lo que necesite en cuanto a comida, súper mercado y hasta farmacia. La comida del bufet de desayuno excelente y variada. La habitación a pesar de ser de la básica era súper cómoda, espaciosa y limpia. Lo único que me gustaría es que el servicio de snacks en área de piscina no cierre tan temprano a la 6pm. Volvería a visitar sin duda.
Response from Saisha Santillan E-concierge on Dec 18, 2022
Apreciable huésped,Le agradezco por tomarse el tiempo en compartirnos su comentario y generosa puntuación de su reciente visita en Krystal Cancún. Nos da mucho gusto enterarnos de que su estancia con nosotros fue muy placentera Saludos cordiales,
2/10 Terrible
Ener
Traveled with family
Dec 16, 2022
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Is durty the rooms the beds to the bathroom nasty
Response from Jose L. Medina General manager on Dec 16, 2022
Dear guest,We thank you most heartily for choosing us as your best hotel option in the Caribbean; we hope you had a pleasant return home. We are sorry to hear that your stay was didn’t meet you expectations. The quality of our services and how they influence your experience is the most important thing for us. If you do not mind, we would like to know more information about your reservation and more details about the incident that caused your displeasure,if you could be so kind sendin us a message via inbox on our Facebook page we assure you that we will work with our team to improve reception processes and take the necessary measures to prevent it from happening again. Please accept our most sincere apologies for any inconvenience that may have been caused during your stay. We wish to have the honor of welcoming you again and changing your perception of our service.