Ratings based on 3,521 Verified Reviews

4.0 out of 5
80% of guests recommend
4.2 Room cleanliness
4.1 Service & staff
4.0 Room comfort
4.0 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Nov 22, 2017
Beautiful hotel with an amazing view and awesome beach! The location could not be better. Super helpful and friendly staff. I will definitely come back!
Comment from Hotel Management
Nov 22, 2017 by Gerente de Calidad y Servicio., Hotel Management
Dear guest, let me thank the time you took to rate our service, your comments have been shared with all the team and they are grateful and happy waiting for your next visit here, your home away from home.
2 out of 5
by A verified traveler from new york

Good hotel

Posted Nov 16, 2017
It’s a beautiful hotel but the smell inside our room was horrible . Made it hard for us to enjoy our vacation . I believe it was the water . Will never go to this hotel again
Comment from Hotel Management
Nov 18, 2017 by Gerente de Calidad y Servicio., Hotel Management
Dear guest, we acknowledge your rating. Let me apologize for any inconvenience you experienced during your stay. You may be sure your comments have been shared with our executive team and they are working to fix the issues, in order to offer the best service for you in your next visit, hopefully to have the chance to serve you again in the future
3 out of 5
Recommended
for Everyone
by A verified traveler from ottawa

amazing beach access but no hot showers

Posted Nov 16, 2017
My teen daughter and I stayed 3 nights. Check in is at 3pm and don’t expect to get into your room earlier. You can leave your bags at the front (use a lobby area washroom to change into your swim suit and start enjoying the beach. The lobby had a funky smell all three days we were there - a sulphuric smell but thankfully the odour was not in the rooms. We paid a little extra for an ocean view and loved sitting out there. The beach has very attentive lifeguards and it is beautiful- we spent hours in the warm ocean enjoying the waves and nice sandy bottom. One pool is under construction - no hot tub. There is an infinity pool but it is for adults only. The main pool like the infinity pool were cold so we only swam in the ocean (which is why we came). Loved the towel service where you hand in a card and get a fresh towel. My biggest complaint was the lack of hot water Best I could get was slightly warm shower - I did ask front desk to check it and they sent someone up who ran the water (just as we had) but didn’t fix it. The room had a coffee maker and a safe. Staff were helpful and easy to find.
Comment from Hotel Management
Nov 18, 2017 by Gerente de Calidad y Servicio., Hotel Management
Dear guest, let me thank you took your time to rate our service, your feedback is really matter for us. You may be sure your comments have been shared with all the team, in order to offer the service you deserve for your next visit, hopefully to have the chance to serve you again in the future.
3 out of 5
by A verified traveler from Los Angeles, CA

Nice hotel, terrible wait time at restaurants.

Posted Nov 15, 2017
Good hotel. The rooms are a little bit outdated. BEST VIEW out of every hotel that I've been to in Cancun. Good staff, at check in, specifically TATIANA, got out of her way every time to offer help whenever needed. TERRIBLE wait time for everything at the restaurant The Grill. Obviously they need more personel, Always had to wait a long time for everything, The 3 times I was there same thing. After that decided to go out the hotel to eat at other restaurants for the duration of our trip. Air conditioning wasn't cooling. Humid nights and had a terrible time getting to sleep. Had to call 3 times for them to come and see the problem, but it never got fixed. First time guy said people mess to much with the controls, so the ac stops working. REALLY?? Said he would return in an hour to see if it was working, but never did. So if you don't care about the 2 hours it takes you to eat something or the non cooling air conditioning, you'll be good. Besides all that, the beach is great!
Comment from Hotel Management
Nov 18, 2017 by Gerente de Calidad y Servicio., Hotel Management
Dear guest, we thank you rate our service, your feedback is really matter for us. You may be sure we already share your comments with all the team in order to improve the service to offer the best for you in your next visit, hopefully to have the chance to serve you again in the future.
4 out of 5
Recommended
for Everyone
by A verified traveler from Columbia, SC

Great staff.

Posted Nov 10, 2017
Pros: The cleanliness and the welcoming hotel staff, especially Jose, our breakfast waiter.
The Krystal Grand has great staff that are accommodating and nice. My favorite staff member was Jose. Every morning he would waiter our breakfast with a smile and kept the area clean and well stocked. The many luxuries located on the campus were great and the resort was a 5 minute walk to the main street with great restaurants and bars.
Comment from Hotel Management
Nov 14, 2017 by Gerente de Calidad y Servicio, Hotel Management
Dear guest, we really appreciate your comment, we are really glad to know you´ve had a great stay in your past visit to Cancun. We are expecting for your next visit.
5 out of 5
Recommended
for Families
by A verified traveler from Chicago IL

Nice Hotel , Best Beach in Cancun

Posted Nov 9, 2017
Pros: Nice Hotel , Best Beach in Cancun Great Food Always Fresh
Cons: bed seem to be worn out
Location: location right in the hot spot
Nice Hotel , Best Beach in Cancun Great Food Always Fresh
Comment from Hotel Management
Nov 14, 2017 by Gerente de Calidad y Servicio, Hotel Management
Dear guest, thank you for took the time to share your comments, remember here you have your Caribbean home away from home
1 out of 5
by A verified traveler

Old hotel, poor service and horrible food

Posted Nov 7, 2017
Pros: Close proximity to the convention center
Cons: Hotel staff, especially restaurant and bar
I have been to Cancun for vacation many times, and this is the worst hotel/resort that I have stayed. - Check-in was really slow. They didn't staff the front desk with enough employees, at one point, we had over 10 people waiting in line. The process itself is very cumbersome. - Food was terrible, borderline disgusting and over priced. Do NOT get the all inclusive, you are better off eating outside of the hotel. First day there, we ordered a meat and cheese plate, it was just old sandwich slice meat and sliced cheese. The nachos consisted of soggy chips and cold gravy like "cheese". Just the thought of it now as I am writing the review, makes me want to vomit again. I didn't think there could be a nachos that's worse than the kind you get from a gas station. We stayed away from the food for the rest of the trip. - Overall facility is old and out dated. It's not a huge deal, but the only thing bothered me was that the water in the shower smelled like a combination of chlorine and sewage. I guess it's the old filter system/pipes? - Wait staff at the lounge/bar area is just rude. If you are on the beach, good luck getting someone's attention to order a drink. - Double check your detailed bills upon check-out. On one of my drink bills, the waiter hand wrote-in a tip for himself on top of my signature. Totally unacceptable! The dollar amount was small, but I am stunned by the lack of integrity.
Comment from Hotel Management
Nov 14, 2017 by Gerente de Calidad y Servicio, Hotel Management
Dear guest, thank you for took the time to rate our services. We´re sorry you were unhappy, you may be sure We are working hard to fix the issue you experienced. And We hope to have the chance to offer our service for you again in the future to make thing better for you.
5 out of 5
Recommended
for Everyone
by A verified traveler from houston tx

Posted Nov 1, 2017
Everything was wonderful, and great friendly staff.
Comment from Hotel Management
Nov 10, 2017 by Gerente de Calidad y Servicio., Hotel Management
Dear guest, we acknowledge your rating, your comments have been shared with all the team and they are grateful for your amiability. Remember here we will be waiting for you back, your Caribbean home away from home.
5 out of 5
Recommended
for Everyone
by A verified traveler from atlanta,GA

Posted Oct 30, 2017
Beautiful hotel magnificent experience close to everything very comforting
Comment from Hotel Management
Nov 2, 2017 by Gerente de Calidad y Servicio., Hotel Management
Dear guest, let me thank the time you took to rate our service, we are really glad to know you´ve had a great experience for your past stay. Please don´t hesitate to contact us for further assistance.
5 out of 5
Recommended
for Everyone
by A verified traveler from Arizona

Best Beach and super close to all the nightlife

Posted Oct 30, 2017
Pros: Location, Beaches, answer amenities!
Cons: More hot water/water pressure for the showers!
Location: Best location for nightlife, shopping, and catching tour busses!
This was our second stay here! We loved it so much we came back! Super friendly staff and we were very impressed how they remembered our name! We did have a few hick ups with our room, but the maintenance was on it immediately! Lot of activities for families and great food and restaurants on the premises! We also enjoyed the spa which had a great package we relaxed to! Looking forward to our third trip!
Comment from Hotel Management
Nov 2, 2017 by Gerente de Calidad y Servicio., Hotel Management
Dear guest, we acknowledge your rating. Remember this is your home away from home and we are happy expecting for your next visit here. Please, don´t hesitate to contact us for further assistance. Regards!