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Recent guest reviews

Air conditioning in room wasn’t very cool

Nice property, hot lobby, elevators take forever. Need me air conditioning through the building.

Reception was very slow. Rodolfo was very rude and didn't want to help even though I told him that our ride was 10mins away, he didn't want to help with checking out. On the beach: Luiz was helpful and fast, Jesus was slow. Restaurants: we had dinner mostly at Risotto, waiters were pretty fast, Ayami, we tried a few times, but on the last one waiters were very slow, rude. They pour water in my wife's glass of wine, I waited 40 minutes for my juice (I asked 3 different waiters, but they didn't bring it, until I complained to a manager (blonde lady), then they bought everything very fast). Meet and greet was poor and rude. Vendors outside were super expensive and tried to rip you off because you are foreigner. Some cheap magnet they were selling for $10 which costs $0.50 in downtown. Coconuts were $10 and were spoiled. Small cigarillos (5 pack) they tried to sell me for $90, etc. Inside of hotel, a lot of people didn't wear masks (or below their noses). Elevators were super slow and packed with people (although sign says 3 persons per elevator). A/C in the room was ok, but the water was very hot. You can't get cold water in the sink nor shower. Room cleaning staff didn't bring enough towels and didn't bring any soap. Mini bar doesn't have any alcohols, just few bottles of water and some sodas. Towels were super old and some you can see holes in it. NO A/C in the lobby, staff said that owner is trying to save money. Plants are all dried. Overall: hotel needs urgent TLC!

I liked the view from th altitude tower I did not like being pressured into a time share fiasco they wanted to give them $7500 down and $359 a month for who knows how long which is ridiculous, long story to tell but i didnt sign up for that so anyone going there please beware and steer clear of and free offers they wanna give you becausevthey are buttering u up for a "time share presentation " #dontdoit

2 star

I was really pleasantly surprised with Krystal Grand.. The rooms was spacious with a balcony. The staff were pleasant.. The only negatives were the bellhops were really late showing up in the morning which was a bit of an inconvenience considering we needed to store our luggage and had an early tour. Also, we tried the Japanese restaurant and thought it was below average. The hotel overall is nice and well located only a 10 minute walk to all nightlife. I highly recommend this hotel if on a budget and not really looking for all inclusive (although this hotel does offer that option).

The facility was very clean. The service was extremely slow. All inclusive was not truly all inclusive. The food and drink options were very limited.

So here's a run down on our stay. It was absolutely horrible and we are not complainers what so ever. This is by far the worst vacation we have ever been on in our entire life. Worst honeymoon ever. Such a waste. 1. Check in took literally 2 hours in super hot conditions. 2. Ocean water was absolutely disgusting from seaweed didn't even go in ocean once in 6 days. 3. Pool was absolutely disgusting. Literally saw a little kid pull pants down and pee in pool and no one said a word. 4. All inclusive alcohol beverages are literally a splash of alcohol and don't get you feeling good at all. 5. Ac in room absolutely horrible. 6. Kept asking for ice and got attitude every time cause they knew I got my own beer and liquor from down the road to avoid the 20 min line. 7. Zero water pressure in shower. 8. The servers by the pool show up once or twice and then literally dissappear or walk past you when you ask for another drink. 9. Our room cards kept stop working. 10. We heard multiple people getting money and items stolen from their rooms. 11. Lobby echos through the entire building so all you hear is music and people partying. 12. The walls are SUPER thin and the people next to us we can hear all night. 13. Messed up 9 out of 11 room service orders we ordered.

right after your check in, before you walk in to your room the concierge try hard to get you into their business. After I felt harass, I stop the guy and request to let me go rest.To reserve the dinner restaurant is practically impossible. they have few worker in must of the restaurant so the service is nat the greatest , the servants are not the issue but the short staff, gym close, The actual pool that is in the Krystal grand cancun belong to the altitude tower and the pool of the actual hotel is the altitude tower hotel, they will literally get you of the altitude pool.

The staff will move mountains for you. Don’t give them a hard time. They’re doing their job as best as they can. Tip in cash. Ask for shots. Check in was smooth. Dining was great! So many beautiful people!!

Service wasn’t good

once you make a complain to the manager about your stay and safety the entire hotel staff turns on you. I was denied to use the hotel food restaurants and only my room was made available to me. I tried to make dinner reservations and was told that everything was booked and I should try off the property. In the morning I was given issues while trying to have breakfast that I had paid for.

The staff was friendly but literally goes by the book about everything. No exeptions. Would be nicer if we felt like we were dealing with humans versus robots....... Unfortunately our view was not great and it was very loud due to the AC cooling units right under us but they would not do anything unless we paid $75 USD more a night for ocean front upgrade.

Nice hotel. Staff is very annoying with entering and leaving the hotel with their bands you have to constantly keep it on. . Also constantly trying to grab you and sell time share, not relaxing on a vacation. Buffet is not that great in the main area. Better breakfast available at the newer tower in at the property. Otherwise beautiful views and amazing beach.

Staff were not very helpful both days and nights. The bell man at the door was actually not too polite when asking questions. Staff here gave one word answers and always walked off. Nice rooms and locations, but I can see why their reviews are just “satisfactory” online.

The beach was beautiful, pool nice but freezing cold. The staff at pool and restaurant were very nice. Our overall complaint would be the room. The first room our sliding door was ok’d and rattled all night because of the wind. The next room was so noisy because they faced us over the top of the other hotels cooling system, the next room they put us in was quiet, but old and outdated. Sink drain rotting out from rust. You get what you pay for here.

Blvd. Kukulcan km 8.5, Zona Hotelera Cancun QROO

Hotel highlights

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

Located in Zona Hotelera, Krystal Grand Cancún is adjacent to Gaviota Azul Beach and within a 5-minute walk of Forum Beach. This 398-room, 4-star resort welcomes business and leisure travelers with 4 outdoor pools, a full-service spa, and 7 restaurants.


Dining

Enjoy dining at Restaurante Ayami, one of 7 onsite restaurants. Savor a meal from the privacy of your room with 24-hour room service, or get a pick-me-up at the coffee shop/café.


Rooms

All 398 rooms feature balconies, espresso makers, and free bottled water. Guests can expect free WiFi and 50-inch LED TVs with cable channels. Bathrooms offer hair dryers, free toiletries, and bathrobes. Other amenities include laptop-compatible safes, phones, and ironing boards.


Property features

Guests of Krystal Grand Cancún have access to a full-service spa, 4 outdoor pools, and a children's pool. If you drive, take advantage of free parking. The front desk is staffed 24/7 to help with dry cleaning/laundry, securing valuables, and tours or tickets. Other amenities at this beach resort include a 24-hour gym, free WiFi in public areas, and a free kid's club.

Room options

Honeymoon Suite Ocean Front

1 King Bed | Sleeps 2

Deluxe Ocean Front King with Balcony

1 King Bed | Sleeps 2

Family Suite Ocean Front

1 King Bed and 1 Twin Sofa Bed | Sleeps 4

Presidential Suite Ocean Front

1 King Bed | Sleeps 2

Guest reviews for Krystal Grand Cancún

Everyone (12) Couples (11) Family (6)
4
Partner Couples

Air conditioning in room wasn’t very cool

By on Sep 19, 2021

Review comment responded on Sep 21, 2021

We regret to know this was your experience at our resort. Please trust us when we say that this is not the standard service that we are recognized for offering to our guests. For this, we apologize and we will make sure to work in our opportunity areas. Sincerely, Guest service

4
Family

Nice property, hot lobby, elevators take forever. Need me air conditioning through the building.

By on Aug 27, 2021

1
Family with small children

Reception was very slow. Rodolfo was very rude and didn't want to help even though I told him that our ride was 10mins away, he didn't want to help with checking out. On the beach: Luiz was helpful and fast, Jesus was slow. Restaurants: we had dinner mostly at Risotto, waiters were pretty fast, Ayami, we tried a few times, but on the last one waiters were very slow, rude. They pour water in my wife's glass of wine, I waited 40 minutes for my juice (I asked 3 different waiters, but they didn't bring it, until I complained to a manager (blonde lady), then they bought everything very fast). Meet and greet was poor and rude. Vendors outside were super expensive and tried to rip you off because you are foreigner. Some cheap magnet they were selling for $10 which costs $0.50 in downtown. Coconuts were $10 and were spoiled. Small cigarillos (5 pack) they tried to sell me for $90, etc. Inside of hotel, a lot of people didn't wear masks (or below their noses). Elevators were super slow and packed with people (although sign says 3 persons per elevator). A/C in the room was ok, but the water was very hot. You can't get cold water in the sink nor shower. Room cleaning staff didn't bring enough towels and didn't bring any soap. Mini bar doesn't have any alcohols, just few bottles of water and some sodas. Towels were super old and some you can see holes in it. NO A/C in the lobby, staff said that owner is trying to save money. Plants are all dried. Overall: hotel needs urgent TLC!

By on Jul 26, 2021

Review comment responded on Jul 27, 2021

Dear guest, thank you for bringing this up to our attention. We kindly ask you to contact us privately with more details about this experience so that our team can follow up with this situation. We sincerely apologize for this expererinece. Sincerely, Guest service

4
Family

I liked the view from th altitude tower I did not like being pressured into a time share fiasco they wanted to give them $7500 down and $359 a month for who knows how long which is ridiculous, long story to tell but i didnt sign up for that so anyone going there please beware and steer clear of and free offers they wanna give you becausevthey are buttering u up for a "time share presentation " #dontdoit

By on Jul 16, 2021

Review comment responded on Jul 16, 2021

Thank you for sharing your feedback with us, we have made sure to share this with our team so we can work in our opportunity areas. We hope to welcome you again in the near future. Best, Guest service

5
Everyone

By on Jul 8, 2021

Review comment responded on Jul 21, 2021

Thank you for your feedback. We will be addressing your concerns.

5
Everyone

2 star

By on Jul 7, 2021

Review comment responded on Jul 9, 2021

Thank you for sharing your rating us, we have made sure it reaches our management to work in our opportunity areas. We apologize for any inconvenience. Sincerely, Guest service

4
Partner Couples

I was really pleasantly surprised with Krystal Grand.. The rooms was spacious with a balcony. The staff were pleasant.. The only negatives were the bellhops were really late showing up in the morning which was a bit of an inconvenience considering we needed to store our luggage and had an early tour. Also, we tried the Japanese restaurant and thought it was below average. The hotel overall is nice and well located only a 10 minute walk to all nightlife. I highly recommend this hotel if on a budget and not really looking for all inclusive (although this hotel does offer that option).

By on Jul 7, 2021

Review comment responded on Jul 9, 2021

Thank you for sharing this feedback with us, we will make sure to share your feedback with our team. We hope to welcome you back in the near future. Best, Guest service

3
Family with small children

The facility was very clean. The service was extremely slow. All inclusive was not truly all inclusive. The food and drink options were very limited.

By on Jul 4, 2021

Review comment responded on Jul 6, 2021

Thank you for your rating, we have made sure to share your feedback with our team. We apologize for this experience. Sincerely, Guest service

1
Partner Couples

So here's a run down on our stay. It was absolutely horrible and we are not complainers what so ever. This is by far the worst vacation we have ever been on in our entire life. Worst honeymoon ever. Such a waste. 1. Check in took literally 2 hours in super hot conditions. 2. Ocean water was absolutely disgusting from seaweed didn't even go in ocean once in 6 days. 3. Pool was absolutely disgusting. Literally saw a little kid pull pants down and pee in pool and no one said a word. 4. All inclusive alcohol beverages are literally a splash of alcohol and don't get you feeling good at all. 5. Ac in room absolutely horrible. 6. Kept asking for ice and got attitude every time cause they knew I got my own beer and liquor from down the road to avoid the 20 min line. 7. Zero water pressure in shower. 8. The servers by the pool show up once or twice and then literally dissappear or walk past you when you ask for another drink. 9. Our room cards kept stop working. 10. We heard multiple people getting money and items stolen from their rooms. 11. Lobby echos through the entire building so all you hear is music and people partying. 12. The walls are SUPER thin and the people next to us we can hear all night. 13. Messed up 9 out of 11 room service orders we ordered.

By on Jun 28, 2021

Review comment responded on Jun 28, 2021

Dear guest, We sincerely regret this experience. Please know your comments have reached our general manager so we can work in our opportunity areas and take the necessary correcting actions with the departments involved in this experience. We also feel important to mention that we are unfortunately not able to control the amount of seaweed our destination had at the time of your visit and apologize for the inconvenience. We hope to have the opportunity of welcoming you in the near future with a renewed opportunity to improve your stay. Sincerely, Guest service

1
Partner Couples

right after your check in, before you walk in to your room the concierge try hard to get you into their business. After I felt harass, I stop the guy and request to let me go rest.To reserve the dinner restaurant is practically impossible. they have few worker in must of the restaurant so the service is nat the greatest , the servants are not the issue but the short staff, gym close, The actual pool that is in the Krystal grand cancun belong to the altitude tower and the pool of the actual hotel is the altitude tower hotel, they will literally get you of the altitude pool.

By on Jun 26, 2021

Review comment responded on Jun 26, 2021

We sincerely regret this experience and will make sure to share your feedback with our team to make the necessary changes. We feel important to mention that, as stated on our website, our Altitude Tower offers preferred status and additional benefits for our guests such as private check-in and check-out, upgraded amenities, an exclusive adults-only infinity pool, a private lounge, and many other enhanced benefits. These additional benefits are stated on our website, as there are different room categories for our Altitude Tower. We hope you can give us another opportunity to better serve you in the future. Sincerely, Guest service

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