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Recent guest reviews

Room is honestly not what it seems. Old. Smell of chemical cleaning, not pleasant at all. Uncomfortable bed and pillows. White painted walls is zero nice. Very good ubication. Nice lobby. Shower and bathroom not good at all. Very dissapointed overall and its not cheap. Sea view is more garden and pool view with a strip of sea

There were no air conditioning in hallways very hot mold inside of the bathroom my toilet was very old and ended up breaking which left my bathroom getting flooded so had to switch my room none of the staff couldn’t understand me because they didn’t understand English. It started raining on second to last day and started dripping inside of room. I would never recommend this property to anyone STAY AWAY.

Beautiful beach and access to local shops. Room needed upkeep.

Fine

Need a hotel overhaul the A/C never work in rooms even after asking several times to have it check service. Room access cards never work neither had to return to front desk almost everyday to have them fix.

The property was very clean and had a very beautiful view of the beach. Unfortunately, that's the only good thing I can say about the property. First thing I hated: It's very old. The condition is old. The pictures do not show a good representation of the property currently. Second thing hated: The food was horrible. No taste. The only time the food was good was Saturday. We had all-inclusive, and i think it wasn't worth it. It's best to eat out in other restaurant outside. The third thing I hated: They forced you to do a timeshare presentation (not really a timeshare, but something similar). The way they go about it is horrible. They first tell you that its not presentation, instead it's a hotel tour (offcourse we attended)! then they say that if you attend it, you will get a 2 for 1 massage, then they take a $200 MXN from you, which is only refundable if you attend the presentation. Then they tell you before the presentation, you will have a good breakfast (food is horrible). They also tell you that the presentation should only last 90 minutes (lasted 3 hours). After the horrible breakfast, they only show you 3 rooms (studio, 1br, 2br), which are also OLD. A lot of renovation needs to be done. Then they take you to the staff who tries SO HARD to sell you the membership. offcourse we refused. I will not stay again there. It was an experience for us.

I am an avid traveler and big on 1. Customer service 2) location and safety 3) cleanliness. The location and safety was great, but the customer service and cleanliness was horrible. First it took almost an hour to check in and 30 mins to check out which was a disgrace seeing that we are trying to maximize our time. Paid 40$ for an upgrade to get to our room and the only thing they did was made the beds...nothing was clean not even the bathroom. I showed the disgusting room to the housekeeper and she too was shocked and immediately began to clean the room. Would i stay here again, for location yes...anything else NO!!!

Hotel is in bad shape and I will never use it again

They have beautiful pictures on the website but when you go there is disgusting and everything is old and it needs an update so it looks like it’s expensive hotel but it’s not it’s damp and it’s horrible place to visit I would never recommend to anybody going there

Rooms needs to be update, too old, bathrooms are the worst

You pay for specific room and they give you watever they want over all the only think good about my vaccation was a server balam and bell man jose they were so nice to my family

Just horrible! My room had a mildew smell, a leak in the RR and the ac was not cooling. I arrived at 1pm and checking in took like an hour because of how slow they Everyone I met said they had to

I like that the ocean was very close by

Cost us $50 for covid tests that they were suppose to provide free. They didn’t tell us they don’t do them Sundays or that they have to be reserved ahead of time & we asked. You can only make a dinner reservation the morning of & you can’t be more than 10 minutes late for it. We couldn’t make reservations before our excursions. The breakfast was awesome & the lady made omaylates

Paseo Kukulcan km 9, lotes 9 y 9A Cancun QROO

Hotel highlights

  • Walking distance to Cancun Convention Center and Chac Mool Beach
  • Free WiFi in rooms and public areas
  • Free valet and self parking
  • Onsite dining

Located in Zona Hotelera, Krystal Cancun is 2.1 mi (3.4 km) from La Isla Shopping Mall and within a 10-minute drive of other popular attractions like Aquaworld. This 502-room, 3.5-star resort has conveniences like a full-service spa, an outdoor pool, and free in-room WiFi. It's connected to the convention center in central Cancun, and a short drive from Cancun Convention Center and Tortuga Beach.


Dining

There are multiple options for onsite dining with 4 restaurants, including El Mortero, which specializes in Mexican cuisine. Order from 24-hour room service to satisfy your hunger without leaving your room. Start each morning with buffet breakfast, available for a fee from 6:30 AM to 11:30 AM.


Rooms

42-inch LED TVs come with cable channels, and guests can stay connected with free WiFi. Bathrooms offer rainfall showers and free toiletries. Other standard amenities include minibars, coffee makers, and laptop-compatible safes.


Property features

At Krystal Cancun, guests enjoy a full-service spa, an outdoor pool, and a children's pool. If you drive, put free valet parking to good use. Multilingual staff at the front desk are standing by 24/7 to help with luggage storage, concierge services, and dry cleaning/laundry. Other amenities at this beach resort include a gym, a sauna, and free WiFi in public areas.

Room options

Club Room, 1 King Bed, Balcony, Ocean View

1 King Bed | Sleeps 3

Family Studio, 1 King Bed with Sofa bed, Ocean View

1 King Bed and 1 Double Sofa Bed | Sleeps 4

Standard Room, 2 Double Beds, City View

2 Double Beds | Sleeps 4

Club Room, 2 Double Beds, Balcony, Ocean View

2 Double Beds | Sleeps 4

Guest reviews for Krystal Cancun

Everyone (35) Couples (9) Family (25)
3
Family

Room is honestly not what it seems. Old. Smell of chemical cleaning, not pleasant at all. Uncomfortable bed and pillows. White painted walls is zero nice. Very good ubication. Nice lobby. Shower and bathroom not good at all. Very dissapointed overall and its not cheap. Sea view is more garden and pool view with a strip of sea

By on Jun 26, 2022

Review comment responded on Jun 26, 2022

Dear guest. We appreciate your feedback. With great concern, we receive your review since this is not the kind of experience we strive to provide for our guests, and we truly regret to learn that your expectations were not met during your stay. Your comment is very important for us, and these will help us continue improving. Best regards

1
Family

There were no air conditioning in hallways very hot mold inside of the bathroom my toilet was very old and ended up breaking which left my bathroom getting flooded so had to switch my room none of the staff couldn’t understand me because they didn’t understand English. It started raining on second to last day and started dripping inside of room. I would never recommend this property to anyone STAY AWAY.

By on Jun 2, 2022

Review comment responded on Jun 14, 2022

Dear Guest. We appreciate your feedback. With great concern, we receive your review since this is not the kind of experience we strive to provide for our guests. Offering our guests an outstanding vacation experiences is our main goal, and we truly regret to learn that your expectations were not met during your stay. Best regards.

5
Partner Couples

Beautiful beach and access to local shops. Room needed upkeep.

By on Mar 25, 2022

Review comment responded on Mar 31, 2022

Dear Guest, Thank you very much for taking the time to share your recent experience at Krystal Cancun. I am happy to read that your overall stay was enjoyable, highlighted by the service. We are sure that your comments will be a great source of motivation for all our staff, as it is always heartwarming to know that hard work does not go unnoticed. We will be honored to be your hosts.

2
Everyone

By on Feb 22, 2022

4
Family

Fine

By on Nov 22, 2021

Review comment responded on Nov 25, 2021

Dear Jie, Allow us to thank you on behalf of the entire Krystal Cancun team for your visit and for taking the time to share your experience with our resort. We are very happy to know that your stay with us was very pleasant, and that you were very pleased with the service of our excellent team at the hotel. We look forward to welcoming you again soon, Best regards,

3
Everyone

By on Oct 23, 2021

1
Everyone

By , from Woodmere on Oct 10, 2021

3
Family

Need a hotel overhaul the A/C never work in rooms even after asking several times to have it check service. Room access cards never work neither had to return to front desk almost everyday to have them fix.

By on Sep 17, 2021

Review comment responded on Sep 17, 2021

Dear Guest: Thank you for your review, we have already reviewed with the maintenance staff so they can hardly work o the issues you mentioned, special measures are going to be taked to improve those details, so our guests can enjoy better the resort, we are really concerned about our guests comfort, please receive a sincere apology about the inconvenient, yo can be sure we will take care of it, and hope you give us the opportunity of welcoming you back,

2
Family

The property was very clean and had a very beautiful view of the beach. Unfortunately, that's the only good thing I can say about the property. First thing I hated: It's very old. The condition is old. The pictures do not show a good representation of the property currently. Second thing hated: The food was horrible. No taste. The only time the food was good was Saturday. We had all-inclusive, and i think it wasn't worth it. It's best to eat out in other restaurant outside. The third thing I hated: They forced you to do a timeshare presentation (not really a timeshare, but something similar). The way they go about it is horrible. They first tell you that its not presentation, instead it's a hotel tour (offcourse we attended)! then they say that if you attend it, you will get a 2 for 1 massage, then they take a $200 MXN from you, which is only refundable if you attend the presentation. Then they tell you before the presentation, you will have a good breakfast (food is horrible). They also tell you that the presentation should only last 90 minutes (lasted 3 hours). After the horrible breakfast, they only show you 3 rooms (studio, 1br, 2br), which are also OLD. A lot of renovation needs to be done. Then they take you to the staff who tries SO HARD to sell you the membership. offcourse we refused. I will not stay again there. It was an experience for us.

By on Sep 15, 2021

Review comment responded on Sep 16, 2021

Dear Guest, We appreciate your comment. It is with great concern that we receive your review as this is not the type of experience we strive to offer our guests. Providing our guests with an outstanding vacation experience is our main goal, and we are truly sorry to hear that your expectations were not met during your stay. Your feedback is very important to us, and will help us continue to improve to better serve you on future stays. I have shared it with our different areas to rectify for our future guests. We hope we can regain your trust in us as our main goal is to provide a positive memory for a lifetime.

3
Family

I am an avid traveler and big on 1. Customer service 2) location and safety 3) cleanliness. The location and safety was great, but the customer service and cleanliness was horrible. First it took almost an hour to check in and 30 mins to check out which was a disgrace seeing that we are trying to maximize our time. Paid 40$ for an upgrade to get to our room and the only thing they did was made the beds...nothing was clean not even the bathroom. I showed the disgusting room to the housekeeper and she too was shocked and immediately began to clean the room. Would i stay here again, for location yes...anything else NO!!!

By on Aug 17, 2021

Review comment responded on Aug 18, 2021

Dear Guest, First of all, thank you for taking the time to write your comments about your experience, we are sorry that our services didn't satisfy your expectations, moreover, we want you to know that hearing to our guest always help us to improve our services and to avoid this kind of situations to happen again, once again we are sorry for the inconvenience. We would like to reiterate once again for the inconvenience you may have encountered, and we are at your complete disposal for any future clarifications that you may need. Kind Regards,

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