Ratings based on 3,398 Verified Reviews

4.0 out of 5
81% of guests recommend
4.2 Room cleanliness
4.1 Service & staff
4.0 Room comfort
4.0 Hotel condition
Expedia Verified Reviews
4 out of 5
Recommended
for Everyone
by A verified traveler from new york

3rd time in cancun 3rd hotel.

Posted Aug 16, 2017
Came to cancun with my gf for 5 days for the third time. Choose to try Krystal Grand. Here is an honest review for those thinking of where to stay. First of all the location is great, a walking block from the clubs,malls and supermarket. Hotel staff was all very nice and helpfull, not one time did i feel that they were bothered by my questions. The pools and beach are beautiful and clean, the adult infinity pool is great because its peacefull with no kids around (they are allowed in the other pools). The hotel itself is a nice design, with a circular open lobby . The rooms were comfortable and clean. We also did the couples spa treatment which was very relaxing and the staff was very professional and good at what they do.Only negatives i have about this place is the a/c in the rooms doesnt blow super cold like the other hotels i have stayed at. This took a little getting used to but when its 100 degrees outside, 75/80 in the room feels like alaska. Also althought minor, the walkup from the street to the hotel front door feels like your climbing everest,specially at 5 in the morning after a night on the town. Other than that this hotel is very reasonably priced, specially for a couple or family looking for a nice hotel where they dont plan on spending their whole time there, i dont think i would do the all inclusive because there are other hotels in the area that are just overall bigger and more things to do if you plan on just staying on the premise for most of the time.
4 out of 5
Recommended
for Everyone
by A verified traveler from Florida

Nice hotel on the beach, great location

Posted Aug 12, 2017
Nice hotel on the beach, great location, you can walk to everything thats popular in Cancun from this hotel. The beach is nice and the water was the perfect blue. Walked to Coco Bongo, local restraints and shops without issues, always felt safe.
Comment from Hotel Management
Aug 14, 2017 by Antonio Sánchez, Hotel Management
Dear Gia: Thank you very much for your kind comments; we are all very happy to learn your experience in this beautiful part of the Mexican Caribbean, along with our hotel and services, were appreciated and enjoyed. We hope to have the opportunity to welcome you back soon! Cordially, The Management
4 out of 5
Recommended
for Everyone
by A verified traveler from Virginia

Nice hotel

Posted Aug 10, 2017
Pros: The pools, the restaurants and the chairs that they placed on the sand.
Cons: Housekeeping Service.
Location: Things to do... A ton!!! Snorkel, Swimming, visit Isla Mujeres.
The hotel is nice the waiters from the Grill Restauran are great!! Unfortunately on my second day there, I called twice to get my room cleaned up and they didn't do it, so the next day I complained with the people who brought my break fast and they helped me.
Comment from Hotel Management
Aug 14, 2017 by Antonio Sánchez, Hotel Management
Dear Rebeca: Thank you very much for your kind message regarding your recent stay. Please accept our sincere apologies for any inconvenience; rest assured your comments were discussed with our Executive Committee, definitely we will do our best to improve our services for your next visit. Cordially, The Management
5 out of 5
Recommended
for Everyone
by A verified traveler

Nice view

Posted Aug 8, 2017
It was excellent from beginning to the end. I have nothing more than excellent to say about everything and everyone at grand krystal punta cancun
Comment from Hotel Management
Aug 14, 2017 by Antonio Sánchez, Hotel Management
Dear Guest: Thank you very much for your kind comments; we are all very happy to learn your experience in this beautiful part of the Mexican Caribbean, along with our hotel and services, were appreciated and enjoyed. We hope to have the opportunity to welcome you back soon! Cordially, The Management
4 out of 5
Recommended
for Everyone
by A verified traveler from Tacoma, Wa

Nice hotel on the beach

Posted Aug 7, 2017
Pros: I enjoyed the service you received on the beach
Cons: the hotel elevators was very slow and very small
Location: Close to the center of town
My experience on the beach was great we had all inclusive so it covered our drinks on the beach and in the pools. We also had availability to three restaurants one open till eleven.
Comment from Hotel Management
Aug 14, 2017 by Antonio Sánchez, Hotel Management
Dear Pamela: Thank you very much for your kind comments; we are all very happy to learn your experience in this beautiful part of the Mexican Caribbean, along with our hotel and services, were appreciated and enjoyed. We hope to have the opportunity to welcome you back soon! Cordially, The Management
1 out of 5
by A verified traveler

Food and waiters were terrible..

Posted Aug 5, 2017
Food was terrible , waiters were rude even though we tipped them , at the restaurant inside the hotel there was buffet or you could order , when u order they do not serve you even for water or coffee you have to wait more than a hour . If yougo there for breakfast at ten you will be out at 12 .. the waiter at the beach the lady one come and ask you for the tip , and if you don't make her (happy) she goes and gossip at all her customers there .. the beach is wonderful ..
5 out of 5
Recommended
for Everyone
by A verified traveler from Virginia

Nice staff and nice hotel close to the beach.

Posted Aug 4, 2017
Pros: It is close to the beach and I loved staff.
Cons: check in should be ready when we arrived. I don't know why they take copy of the tourists passports?
Location: Good installation of this hotel everything is close, beach, souvenirs, groceries stores, pharmacy, etc.
Everything was good on this hotel including staff and food. The only thing that I didn't like it, is check in, why do we need to wait long time waiting for? if everything was paid for advanced.
Comment from Hotel Management
Aug 11, 2017 by Antonio Sánchez, Hotel Management
Dear Telma: Thank you very much for your kind comments; we are all very happy to learn your experience in this beautiful part of the Mexican Caribbean, along with our hotel and services, were appreciated and enjoyed. We hope to have the opportunity to welcome you back soon! Cordially, The Management.
4 out of 5
by A verified traveler from Atlanta, GA

Overall a good place to stay.

Posted Aug 1, 2017
Pros: Great location, beautiful beach, close to many great local restaurants, shops, and entertainment. No lack for transportation.
Cons: Workers need to stop pretending to be the manager! Don't allow construction on the facility after 5:00 p.m. Fix things that are broken.
Location: The hotel is in a great location, very close to many great local restaurants, shops, and entertainment.
The hotel is in a great location, had allot of amenities, the rooms have wonderful view of the beautiful beach. It is very close to many great local restaurants, shops, and entertainment. The staff were excellent at the initial check-in. We got to the hotel early and they allowed us to use the facilities until our room was ready at 3:00 p.m. When we went to get our room keys someone had changed our room without explanation. Upon pressing, the worker said our room's A/C wasn't working so they were putting us in another room which had two small beds. Our reservation was for and confirmed for an ocean view, king size bed. The worker argued stating room types aren't guarantee and guess take what is available. When I asked for a manager, the worker said he was the night manager moved us to an ocean view room with a king size bed. However, that room's A/C didn't work for the first day and half with outside temperature was 105 degrees with humidity, despite two attempts to fix it by hotel workers. We went and found the "real manager' who had them fix our A/C. Also, the safe in the room didn't work, the power went off for six hours during the day, and construction workers worked outside our room grinding and hammering until "1:00 a.m." the first night. Overall, after the first couple days, our stay was wonderful.
Comment from Hotel Management
Aug 3, 2017 by Antonio Sánchez, Hotel Management
Dear Michael: Thank you very much for your kind message regarding your recent stay. Please accept our sincere apologies for any inconvenience; rest assured your comments were discussed with our Executive Committee, definitely we will do our best to improve our services for your next visit. Cordially, The Management
3 out of 5
by A verified traveler from Chicago, Illinois

It's an ok hotel by the beach but not the best.

Posted Aug 1, 2017
It was ok but not the best hotel I have been in Cancun. The restaurant where they have the buffet is out of AC so is very warm and uncomfortable to eat. To get to the beach there is a big step down on the sand to get to the water which made it difficult and dangerous for me because I was holding my baby. The blanket on the bed had mold, I had to call to the reception and ask them to change it. There are not enough ramps, that made it hard for me since I had a stroller. The activities for the kids were nice. Most of the staff was nice, two or three people were not. The valet parking very efficient.
Comment from Hotel Management
Aug 3, 2017 by Antonio Sánchez, Hotel Management
Dear Siu: Thank you very much for your kind message regarding your recent stay. Please accept our sincere apologies for any inconvenience; rest assured your comments were discussed with our Executive Committee, definitely we will do our best to improve our services for your next visit. Cordially, The Management
2 out of 5
by A verified traveler from Ohio

Service was excellent Hotel not so much

Posted Jul 31, 2017
My stay at Krystal Grand Punta Cancun was disappointing. One of (2) two rooms we had the air conditioning would not cool the room down. Both rooms lacked hot water . Cool like warm water is not acceptable. Maintenance attempted to fix, but problem came right back. One room the iron was broke and ironing board old and dirty . Staff amazing (other than "Paul" 14 the floor VIP staff) the staff is a huge asset, but other attributes that I look for in a hotel this one disappointed me.
Comment from Hotel Management
Aug 3, 2017 by Antonio Sánchez, Hotel Management
Dear Keith: Thank you very much for your comments; we are truly sorry to learn we did not live up your expectations. Needless to say, the Executive members have taken note of your comments and are doing their upmost to upgrade our services. That fact notwithstanding, please accept our most sincere apologies for any inconvenience, and hopefully you will give us another opportunity to serve you better in the future. Cordially, The Management.