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Recent guest reviews

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

I liked the location. My second time here not as nice this time. I get that it is COVID fall out I will mark it off to that, but I will stay somewhere else next time.

the Hotel was very old and poor maintenance. * the room smells damp and molding * shower smells sewer * the beach have a lots the seaweed * the pictures on the website of the lobby there not the same.. please be aware and reading the reviews..

Plus is nice staff and super delicious food. Minus noisy people screaming almost to 3 am. near pool with loud music - no rest...

Yes this is an low budget hotel but not worth your pain. In my room, there were white stains on decorative pillows as well as on the chairs... I found black hair in the bed pillows. The toilet paper was wet due to a leaky faucet. The mirror in the bathroom had all kind of scratchers. The mini refrigerator could not cool the beverages well. The bathroom door handle and the glass dividing the tub from the toilet area were dangling to the point of falling. This hotel is in cancun’s club area so lots of loud and drunk guests coming in all all hours of the night, your sleep will be disturbed even if you are in the high floors. The hotel as a hidden Starbucks but they don’t offers decaf or any special milks or syrups, no pastries, teas, etc. the buffet is just okay. it does have lots of outdoors sitting areas with hammocks and palapas. Checking in or out is done at the main desk at the lobby so the lines are ridiculously slow. What’s worst about this is the lobby area has high ceilings which gives an fake good impression but has absolutely no ventilation, it becomes very stuffy very fast as their Air Conditioner can’t handle the demand. Plan to wait around 40 minutes for checking in or out while suffocating behind the mask.

Check In is a slow process, we were in line for a full hour. Also other than the mini bar every charge has to be paid as you go, cannot charge it to your room (obviously unless you're doing the all inclusive). Only credit cards they take are Visa and Mastercard so leave home without Amex. On the good side, can't beat location, right next to shopping and restaurants so don't need a taxi or car to get around. The beach is great with plenty of seating. Would go back.

The elevators didn’t work on my stay. We had to use the employee elevators and at times would not get one until 5-10 minutes of waiting. They said they should “be working tomorrow” tomorrow came and nothing. I checked out 3 days later and still no resolution to “it’ll be fixed”. The restroom had a foul odor. When we would flush the toilet it smell when we were going to shower the water was gray and smelled horrible experience for it being my favorite resort.

I enjoyed staying at the krystal location was great and amenities were great.

Los elevadores no servían y estaba sucio el hotel

I came last year and elevators were not working , just got back couple days ago and elevators still not working, Rude girl at the Starbucks stand, she was clearly not happy to be there. Krystal is not what it was 5-8yrs ago it need a lot of maintenance and work. Will not be coming back

nice place, but hotel but wanted to charge for coffee filters to make coffee in the coffee maker in our room. no hot water in room except in the wee hours of the night. the gym was not so good, pool water was cold, not enough beach loungers for guest

The hotel staff were nice. The cleanliness was good as well. We were on the 8th floor with a beautiful view downfall the elevator would stall and did not work. I was walking up the 8 flight of stairs. I switched to the 3rd floor still used the stairs. The staff acted as if they didn’t know the elevator didn’t work and would get stuck. Also there was little to no staff at night and I felt that anyone could just walk onto the property.

Technically I felt forced to buy their membership for two years. Lost one day doing that.

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

Hotel highlights

  • Steps from Cancun Convention Center and Forum Beach
  • Free WiFi in rooms and public areas
  • Free valet and self parking
  • Onsite dining

Located in Zona Hotelera, Krystal Cancun is within a few miles (5 km) of popular sights such as La Isla Shopping Mall and Cancun Interactive Aquarium. 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

Enjoy dining at one of 2 onsite restaurants including El Mortero, which specializes in Mexican cuisine. 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. Start each morning with buffet breakfast, available for a fee from 7 AM to 11 AM.


Rooms

All 502 rooms provide fireplaces, minibars, and coffee makers. 32-inch plasma TVs come with cable channels and pay movies, and guests can stay connected with free WiFi. Bathrooms offer rainfall showers and free toiletries. Other amenities include laptop-compatible safes, phones, and ironing boards.


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 fitness center, a spa tub, and a sauna.

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 (62) Couples (9) Family (27)
1
Family

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

By on Jul 29, 2021

1
Everyone

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

By on Jul 27, 2021

Review comment responded on Jul 27, 2021

Dear guest, We take advantage of this important medium to thank you for taking the time to share your comments and observations. Please accept our sincere apologies for the inconvenience, we have passed a report to the corresponding areas, however, I would like to inform you that we are at the best disposal to help our clients, We reiterate once again our sincere apologies for the inconvenience. Best regards,

2
Partner Couples

I like that the ocean was very close by

By on Jul 17, 2021

Review comment responded on Jul 27, 2021

Dear guest, We take advantage of this important means to thank you for choosing our hotel. We appreciate you taking the time to share your comments. Best regards,

4
Everyone

By on Jul 10, 2021

Review comment responded on Jul 27, 2021

Thank you very much for your score, without a doubt we will continue dedicating ourselves to giving an optimal service for the greater comfort of our guests, we await you on your next trips at Krystal Hotels, the warmest and most hospitable Mexican chain in the country.

2
Everyone

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

By on Jul 7, 2021

Review comment responded on Jul 27, 2021

Dear guest, We take advantage of this important medium to thank you for taking the time to share your comments and observations. Please accept our sincere apologies for the inconvenience, we have passed a report to the corresponding areas, however, I would like to inform you that we are at the best disposal to help our clients, We reiterate once again our sincere apologies for the inconvenience. Best regards,

4
Friends

I liked the location. My second time here not as nice this time. I get that it is COVID fall out I will mark it off to that, but I will stay somewhere else next time.

By on Jun 28, 2021

Review comment responded on Jul 27, 2021

Dear guest, We take advantage of this important medium to thank you for taking the time to share your comments and observations. Please accept our sincere apologies for the inconvenience, we have passed a report to the corresponding areas, however, I would like to inform you that we are at the best disposal to help our clients, We reiterate once again our sincere apologies for the inconvenience. Best regards,

1
Family with small children

the Hotel was very old and poor maintenance. * the room smells damp and molding * shower smells sewer * the beach have a lots the seaweed * the pictures on the website of the lobby there not the same.. please be aware and reading the reviews..

By on Jun 25, 2021

Review comment responded on Jul 27, 2021

Estimado Huésped, Aprovechamos este importante medio para agradecerle por haber tomado de su tiempo para compartirnos sus comentarios y observaciones. Por favor acepte nuestras más sinceras disculpas por los inconvenientes, hemos pasado un reporte a las áreas correspondientes, sin embargo, me gustaría informarle que estamos a la mejor disposición por ayudar a nuestros clientes, Reiteramos una vez más nuestras sinceras disculpas por los inconvenientes. saludos cordiales,

3
Family

Plus is nice staff and super delicious food. Minus noisy people screaming almost to 3 am. near pool with loud music - no rest...

By on Jun 21, 2021

Review comment responded on Jul 27, 2021

Dear guest, We take advantage of this important means to thank you for choosing our hotel. We appreciate you taking the time to share your comments, we are pleased to know that you enjoy our service and we will be congratulating our staff for their excellent service. We hope to have the honor of seeing you again. Best regards.

1
Everyone

By on Jun 19, 2021

Review comment responded on Jul 27, 2021

Muchas gracias por su puntuación, sin duda continuamos dedicándose a dar un óptimo servicio para mayor confort de nuestros huéspedes.

2
Everyone

By on May 16, 2021

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