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Krystal Cancun

3.5 out of 5.0

Recent guest reviews

The location of this hotel is great, close to restaurants, souvenirs market, and also nightlife. There are the famous clubs in Cancun close to it. My room was comfortable with an amazing view of the ocean. I would live there forever. The cleaning staff were on time, and my room was always clean. I did not have any delays on check in or check on during my staying there. The staff was always friendly with me. The amenities, restaurants, pools and the beach were great. After all, I will return to this place, but they need to figure out why their towels smells like that. Next time, I will will bring my own towels. Nice hotel I really had a great time there.

All of the staff were excellent during our two weeks including all of the bellboys, waiters, waitresses and house keepers. We travel every year to this hotel and always look forward to our next visit.

Hotel was very plain and basic. Right by all the night clubs and it’s really loud! If it wasn’t the noise of the night clubs it was the weddings! Almost every night a wedding took place and they are front and center of the whole place with DJs and lights. No quiet ever. The hotel food is aweful but luckily there are restaurants near by. We had a large puddle of water in the bathroom when we arrived, I called and asked for an extra towel to clean it up. They sent maintenance up and he said it was from the shower. Who took a shower in my room before I got there? We had a waiter tell us to pay him cash that was more than what the price of dinner was and then accused us of ordering alcohol and we don’t drink! The beach was lovely

It took a very long time to check in even though it was not crowded. The service was very slow moving and it took a great deal of time for them to handle the basics of checking on the room. Once we arrived in our room, we were disappointed that the toilet seat was dirty and there were clumps of hair on the floor. She shower floor also was not cleaned.

The hotel is great. However, I entrusted my money and passport to their safe. When returning by taxi I discovered I did not have enough cash for the fare. I went to the safe and it would not open. Taxi driver was less than please but I assured him the hotel was coming to open up their safe. twenty minutes later and they still had not arrived. I went back to the driver and front desk where I asked them to pay for my taxi and they refused me. I pointed out that it was their safe and their failure to open it up that had me in this predicament. Again, I go back to my room leaving a can driver threatening to call the cops. Still no-one is there to open my safe. I get mad and tug on the door and it just comes open! Apparently it was jammed and never fully locked. Finally someone arrives to fix my safe while I go pay the driver. The hotel is fine but don't trust their safe and always carry more cash than you think you need if you stay there.

Upon check-in I upgraded to an ocean view room. The view to the ocean was beautiful. Due to many adventures and tours we were barely at the hotel. We wouldn’t get there until about 11:00 pm all tired and straight to sleep. First we noticed a bad smell in the hallways, the elevator, and the room. Then on the 3rd night there was a cockroach that was upside down. Because it was late when we noticed it we figured we’d leave it for housekeeping in the morning. Then the next day we got up early for a tour. That night we came back again around 11pm and the cockroach was still there, but now with ants all over it. Keep in mind this cockroach was in the bathroom which should be cleaned every day. We called guest services and they sent housekeeping to clean the bathroom. After they cleaned and left we checked under the kitchen sink and counter for any more bugs, but instead of finding bugs we found mold. Because we had to go on another tour the next morning we had sleep. The next day we reported the mold when we got back after an incident we experienced with the hotel. They at least gave us a refund of the oceanview. The day after that was the day we left. I looked under the beds to make sure we didn’t miss anything. The mattresses were ripped and dirty. When I got back to my home that evening I noticed that my son had bed bug bites all over his neck and back. I counted 22 of them. This has been the worst hotel I ever stayed in.

Nice rooms w great ocean front patio. Check-in took over an hour. Food options limited and gross.

When I came back to my room the safe was wide open. Maybe I forgot to lock it.All the contents were still inside. $350.00 American, with about another $300.00 in pesos. My passport and a credit card were also in there. The beach area was the biggest I've been in, the location was right next to the discos. What more could I ask for?

Had an amazing time just make sure to tip the ppl that take care of you and you won't be disappointed

su ubicación hace que la zona de playa sea de poco oleaje por formarse una ensenada que permite estar en el agua sin el oleaje de los hoteles de la zona.

9 calls 4 days to get a clock that worked, toilet was broken from the first day never got fixed, sink was clogged. staff blows you off, not in a good way.

We had a really nice time, room was ready before 3:00pm check in, room was clean staff was really nice. The Price was great and it's what we expected. The beach area was the best area we had walked most of the beach and feel that we had a excellent spot on the beach. Food was really good, we only had contanteil breakfreast food was really good. We ate at the restrant one night and it was execellent. Down town was a bit much, lot of pressure on selling. Other tours was worth the price.

The staff were very pleasant and helpful and the room was very clean and comfortable with a beautiful ocean view.

This hotel is at a great location. We were a bit disappointed because they couldn’t put us in a room with 2 double beds. The room had a nice balcony view but smelled like mold. The food st the Aquarium Cafe did not taste fresh during breakfast or lunch. When we went for the Chinese buffet every single item was loaded with salt making the food impossible to eat.

This hotel is in great location but unfortunately the staff is not great. Room service didn’t come on time after requesting multiple times. There are also time share representatives trying to sell you bogus deals so be aware, since we almost got into it. Do not go to any presentations and google if you want to see what I️ am talking about.

It is a OK hotel in a great location for the night life of Cancun, but if you get your room in the newest tower you will get all the noise from the clubs. Make sure that you get the room nd services that your booked, I did book using Orbitz and when I got there the room and service was different, at the end they honored my reservation but took me and extra 40 minutes.

Orbitz customer service was outstanding with the change of additional people which was supposed to be in original booking. The resort told me I had to pay an additional $80 to add additional guest and would not work with Orbitz to change accommodations. Orbitz explained they would cover the extra cost due to hotel inconvenience. I paid the secondary front desk and the lady gave me a hand written receipt and I observed her put the money in her purse. As I went the following morning to check out, they told me I still had to pay the $80. Very dishonest employees.

Towels and pillowcases were stained, our AC took 4 days to go from 25° to 20°, we told the front desk that our AC wasn't working right but whatever they did didn't work. The floors always looked dirty, there was rust in the shower area. I didn't try the food or drinks so I can't comment on that. I wish I would have known they were doing construction in the hotel. I guess you get what you pay for, 3 weeks before I stayed at the Live Aqua for a wedding and that is what a call 1st class service. The only good thing about this hotel was the location. Never again will I stay at this hotel.

We first arrived early, room wasn't ready (understandable), but we were able to get access to pool etc. Once it was time for check in, room was not ready, they gave us room key and the housekeeping was still cleaning. About 30 min later, it was ready. Everything was fine. Coffee thing in room they charge FYI. A few days later we ran out of toilet paper. I called 5 times. They answered but no one came to bring some all night. We called the next morning 4 times until 2 hours later nothing. We were calling to have our room cleaned and nothing. Called again. It wasn't cleaned until 5pm. We found a cockaroach too and a few anst. So be careful. Otherwise it's a great location close to food and bars etc. Walking distance of it.

We understand about check in policy; but if a room is reserved more than a month in advance, staff should try to have room ready a little earlier; at least when there are kids coming. Our flight arrived at 7:00 AM and we were at the hotel around 9:00 AM, check in time was 3:00 PM; we had two kids (7 and 10 years old). Check in was around 3:30pm.

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

Hotel highlights

  • Free WiFi in rooms and public areas
  • Free valet and self parking
  • Onsite dining
  • Spa

Located in Hotel Zone, Krystal Cancun is next to Cancun Convention Center and Forum Beach. This 502-room, 3.5-star resort has conveniences like a full-service spa, an outdoor pool, and free in-room WiFi. It's on the beach and also a short walk from Gaviota Azul Beach and Delphinus Dreams.


Dining

Enjoy dining at one of 2 onsite restaurants including El Mortero, which specializes in Mexican cuisine. Savor a meal from the comfort of your room with 24-hour room service, or get a quick energy boost at the coffee shop/café. For your convenience, a buffet breakfast is served for a fee each morning from 7 AM to 11 AM.


Rooms

Krystal Cancun's 502 rooms are air-conditioned and provide fireplaces, minibars, and coffee makers. Guests can expect to find free WiFi and 32-inch plasma TVs with cable channels and pay movies. Bathrooms offer rainfall showers and free toiletries. In-room massages are available, and other amenities include laptop-compatible safes and ironing boards.


Property features

Krystal Cancun features a full-service spa, an outdoor pool, and a children's pool. If you plan to drive, free valet parking is available. Multilingual staff at the 24-hour front desk can assist with dry cleaning/laundry, concierge services, and luggage storage. Other amenities at this beach resort include a fitness center, a spa tub, and a sauna.

Room options

Standard Room

Full 2 | King 1 | Sleeps 4

Club Room, Ocean View

Full 2 | King 1 | Sleeps 4

Romantic Room, 1 King Bed, Oceanfront

King 1 | Sleeps 2

Deluxe Room, Ocean View

Full 2 | King 1 | Sleeps 4

Guest reviews for Krystal Cancun

Everyone (45) Couples (105) Business (7) Family (55) Other (24) Friends (70)
4
Everyone

The location of this hotel is great, close to restaurants, souvenirs market, and also nightlife. There are the famous clubs in Cancun close to it. My room was comfortable with an amazing view of the ocean. I would live there forever. The cleaning staff were on time, and my room was always clean. I did not have any delays on check in or check on during my staying there. The staff was always friendly with me. The amenities, restaurants, pools and the beach were great. After all, I will return to this place, but they need to figure out why their towels smells like that. Next time, I will will bring my own towels. Nice hotel I really had a great time there.

By , from Clifton, NJ on May 17, 2018

5
Everyone

All of the staff were excellent during our two weeks including all of the bellboys, waiters, waitresses and house keepers. We travel every year to this hotel and always look forward to our next visit.

By , from California on Apr 25, 2018

2

ok hotel if you like vegas

Everyone

Hotel was very plain and basic. Right by all the night clubs and it’s really loud! If it wasn’t the noise of the night clubs it was the weddings! Almost every night a wedding took place and they are front and center of the whole place with DJs and lights. No quiet ever. The hotel food is aweful but luckily there are restaurants near by. We had a large puddle of water in the bathroom when we arrived, I called and asked for an extra towel to clean it up. They sent maintenance up and he said it was from the shower. Who took a shower in my room before I got there? We had a waiter tell us to pay him cash that was more than what the price of dinner was and then accused us of ordering alcohol and we don’t drink! The beach was lovely

By , from Washington on Apr 22, 2018

1

bad service and dirty room

Everyone

It took a very long time to check in even though it was not crowded. The service was very slow moving and it took a great deal of time for them to handle the basics of checking on the room. Once we arrived in our room, we were disappointed that the toilet seat was dirty and there were clumps of hair on the floor. She shower floor also was not cleaned.

By , from new orleans on Apr 3, 2018

1

never again

Everyone

The hotel is great. However, I entrusted my money and passport to their safe. When returning by taxi I discovered I did not have enough cash for the fare. I went to the safe and it would not open. Taxi driver was less than please but I assured him the hotel was coming to open up their safe. twenty minutes later and they still had not arrived. I went back to the driver and front desk where I asked them to pay for my taxi and they refused me. I pointed out that it was their safe and their failure to open it up that had me in this predicament. Again, I go back to my room leaving a can driver threatening to call the cops. Still no-one is there to open my safe. I get mad and tug on the door and it just comes open! Apparently it was jammed and never fully locked. Finally someone arrives to fix my safe while I go pay the driver. The hotel is fine but don't trust their safe and always carry more cash than you think you need if you stay there.

By , from Fairhope, AL on Mar 11, 2018

2

bed bugs, mold, room not clean

Everyone

Upon check-in I upgraded to an ocean view room. The view to the ocean was beautiful. Due to many adventures and tours we were barely at the hotel. We wouldn’t get there until about 11:00 pm all tired and straight to sleep. First we noticed a bad smell in the hallways, the elevator, and the room. Then on the 3rd night there was a cockroach that was upside down. Because it was late when we noticed it we figured we’d leave it for housekeeping in the morning. Then the next day we got up early for a tour. That night we came back again around 11pm and the cockroach was still there, but now with ants all over it. Keep in mind this cockroach was in the bathroom which should be cleaned every day. We called guest services and they sent housekeeping to clean the bathroom. After they cleaned and left we checked under the kitchen sink and counter for any more bugs, but instead of finding bugs we found mold. Because we had to go on another tour the next morning we had sleep. The next day we reported the mold when we got back after an incident we experienced with the hotel. They at least gave us a refund of the oceanview. The day after that was the day we left. I looked under the beds to make sure we didn’t miss anything. The mattresses were ripped and dirty. When I got back to my home that evening I noticed that my son had bed bug bites all over his neck and back. I counted 22 of them. This has been the worst hotel I ever stayed in.

By , from Chicago, IL on Mar 2, 2018

3

nice rooms and location

Everyone

Nice rooms w great ocean front patio. Check-in took over an hour. Food options limited and gross.

By on Feb 26, 2018

4

honest staff

Everyone

When I came back to my room the safe was wide open. Maybe I forgot to lock it.All the contents were still inside. $350.00 American, with about another $300.00 in pesos. My passport and a credit card were also in there. The beach area was the biggest I've been in, the location was right next to the discos. What more could I ask for?

By , from Chicago Il on Feb 24, 2018

5

loved it

Everyone

Had an amazing time just make sure to tip the ppl that take care of you and you won't be disappointed

By , from Los angeles on Feb 23, 2018

1

complete morons

Everyone

9 calls 4 days to get a clock that worked, toilet was broken from the first day never got fixed, sink was clogged. staff blows you off, not in a good way.

By , from arizona on Feb 13, 2018