Ratings based on 3,565 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 from Montreal, QC

Great hotel right in the Hotel Zone

Posted Dec 15, 2017
Pros: I loved the location and the pool area and beach
Location: It is right in the center of the hotel zone clubs
This is the third time I am staying in this hotel and I love the location right in the center of all the clubs of the hotel zone as well the beach next to the hotel is beautiful and not crowded at all. I love the interior of the hotel and the lobby as well as the pool area. The rooms are very nice and getting one with the ocean view is totally worth waking up to in the morning.
5 out of 5
Recommended
for Everyone
by A verified traveler

Elevator. #1

Posted Dec 15, 2017
Need to inspect your equiptment more often as one elevator #1 malfuntion when in used. Was scary.
1 out of 5
by A verified traveler from Houston, Texas

Nice Hotel/staff but too many issues to overcome

Posted Dec 11, 2017
Pros: room, location
Cons: staff training. Management, check in process, payment systems and their head of food and beverage needs to be fired.
Location: beach is beautiful. lots of restaurants close by (thank goodness, because you don't want to eat on property). Plenty of shopping and tourist things
There literally isn't enough room to write my review, it stopped me 1/4 the way through. Let me try again but shorter. Hotel is nice. Check in is a hassle, takes WAY too long. The hotel has signs everywhere saying they take AMEX, but then everyone says they don't. I finally forced one person to take my AMEX and it took 30 minutes to have someone come with the proper machine and everyone was rude about it. They also don't like setting up credit and charging to the room. They finally did do this after I complained about having to pay by credit card after ever drink. Still, the bartender then complained about the process charging to the room. The food in the "O" restaurant is TERRIBLE. I tried the buffet, it was horrible so I ordered off the menu, but they served me left over food from the day before. The tater tots had literally come out of the refrigerator and they forgot to heat them up so they were ice cold. The staff wasn't even embarrassed or apologetic. The room in the new tower is nice. The beds aren't very comfortable, but everything was clean. There are no peep holes in the doors, so safety seems lacking. I stayed here 30 years ago on my first trip to Cancun. I wanted to support a Mexican Based hotel chain. I travel to Mexico at least 7 times a year. I hate say, my experience was so much better here 30 years ago. I won't recommend or stay at a Krystal Property again, and that disappoints me.
4 out of 5
Recommended
for Everyone
by A verified traveler from St. Paul, MN

Beautiful Beach and Room

Posted Dec 11, 2017
Pros: location, beach, room was awesome, balcony, staff in our tower, lounge chairs that literally sat in the pool, happy hour.
Cons: deli & gift shop never had any change. Not enough hooks/towel bars in bathroom, no clothesline to hang wet suits. Not enough seating at adult pool.
Location: OXO right across street, down about 1/2 mile restaurants, clubs, huge supermarket. walkable.
We did a short four night last minute trip. I booked an ocean view corner room in the Altitude Tower. We were on the 10th floor. I don't know if we got special check-in or not because I am a VIP+ on Expedia, but the front desk in the regular hotel was crazy busy and only 2 people on staff. They told us that we had VIP check-in and we went over the bridge connecting the two towers, checked in right away with no wait, personal service, sit down etc. The Altitude Tower is so much nicer. There's a place where they serve continental breakfast and also have a happy hour from 5-7 every night. All the staff at that tower were excellent. Shout out to Ricardo, Paul, Hector, Jose Louis (one other desk worker that his name escapes me). They were all wonderful and accommodating. One of the pools was not open the entire time because of repairs. The adult only pool had very limited seating and we were never able to get a chair there. Fortunately the other pool was just fine, if you do not mind the music playing, water aerobics and volleyball. Also, they have these awesome loungers that sit in the pool so you can lounge and be cool at the same time. The pool staff was WONDERFUL!!!! Alijo was our server the four days. He was the best! We only purchased the continental breakfast and glad we did. It is only a short walk to restaurants and the food at hotel was not anything special. The beach is fabulous even though we never hung out on it. I did look for shells one afternoon. Overall, good.
Comment from Hotel Management
Dec 14, 2017 by Gerente de Calidad y Servicio., Hotel Management
Dear guest, we really appreciate your rating, your feedback is really matter for us and we are glad to know our colleagues did their best to made an unforgettable stay for your past holidays. Furthermore, you may be sure your comments have been redirected to our executive team in order to made improvements to be sure you receive the best for your next visit, hopefully to have the chance to serve you again in the future.
5 out of 5
Recommended
for Everyone
by A verified traveler

Posted Dec 8, 2017
Great!!!👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍👍
Comment from Hotel Management
Dec 8, 2017 by Gerente de Calidad y Servicio., Hotel Management
Dear guest, thank you for took the time to rate our service, we are really glad to know you´ve had a great experience during your holidays. Remember this is your home away from home
3 out of 5
Recommended
for Everyone
by A verified traveler from Canada

FALSE INFORMATION

Posted Dec 7, 2017
Pros: Location was perfect !!
Cons: Don't tell people when they book --that they have buffet service--once a bat is not good enough !!
Location: Perfect !!
Our room was not ready--they were less than half full !!!!!!!they gave us a beautiful room on the 14 th floor .Older people sit on there balcony not a great place to be.the next day we were moved to an older unit on the 1st floor-sure it had an ocean view of sorts--small area---poor shower set up--the best thing about it was we had a fantastic made. we said forget it we are not moving again. The buffet was only open @ breakfast-----now for a reservation!! I really did not want to eat pasta for every meal--Oh well Thanks to Juan in the Risotto restaurant I enjoyed what I had. he was very helpful
Comment from Hotel Management
Dec 14, 2017 by Gerente de Calidad y Servicio., Hotel Management
Dear guest, thank you for took the time to share your comments, your feedback is really matter for us and you may be sure your comments have been redirected to our executive team and they are working hard to fix the inconvenience you experienced during your stay. Hopefully to have the chance to serve you again in the future to make thing better for you.
1 out of 5
by A verified traveler from Miami, Florida

Bait and Switch

Posted Dec 6, 2017
Pros: Housekeeping and layout.
Cons: Better service for hotel errors. Better offerings for breakfast. literally one hot item and cereal and milk.
Location: less than 5 min walk from all clubs and hot spots. So close if you "party" too much you can make it back in one piece.
I go on vaca with my two younger brothers, so I need 3 beds. Booked through expedia where they advertised 3 beds (2 Double and 1 King). I get to the hotel and they tell me its just 2 beds and no roll-in beds. I show them where I booked it and what the amenities were advertised. Agent says they cant do anything about it, speak to manager and he can't do anything about it either. They are offering a 2 bedroom deluxe room for 50 less per night, and they wont accommodate. They start offering open bar as additional to help me out, I speak to another guest and they have that already included for everyone, so they were even trying to hustle that!. A complete BAIT and SWITCH move and they could have easily cleared this up with better overall service for their error.
Comment from Hotel Management
Dec 7, 2017 by Gerente de Calidad y Servicio., Hotel Management
Dear guest, we are really sorry for any inconvenience you may experienced during your stay, you may be sure your comments have been redirected to our commercial management in order to set up the amenities that are published on line in accordance with the rooms features. hopefully to have the chance to serve you again in the future to offer the service you deserve and recover your trust. Regards!
4 out of 5
Recommended
for Everyone
by A verified traveler from Cancouver

Posted Dec 5, 2017
Near the clubs, nice rooms and service. Great service and staff
Comment from Hotel Management
Dec 6, 2017 by Gerente de Calidad y Servicio., Hotel Management
Dear guest, thank you for took the time to rate our service, we are really glad to know you´ve had a good stay for your past holidays, remember here we are happy expecting for your next visit. Regards,
4 out of 5
Recommended
for Everyone
by A verified traveler from Houston

Best View of Cancun hotel zone AND best beach!

Posted Dec 3, 2017
Pros: Loved the location.
Cons: The noise of construction was loud all day long. For most part, it was OK since we were outside all day. The registration could have been faster.
Location: The location is ideal on this tip of the hotel zone. There are many restaurants, clubs, and shops to walk to.
Having stayed at other areas on hotel zone, this was by far the best for two reasons. One, it had a wonderful wide beach with a protected area for swimming. The second reason was the view of the entire hotel zone from this end - WOW. The hotel was very conveniently located. Walking distance to shops, restaurants, & clubs. The rooms were clean and comfortable. The breakfast buffet was extensive. By far the best part of our stay was the outside...the pools, the beach, the lounge beds.
Comment from Hotel Management
Dec 3, 2017 by Gerente de Calidad y Servicio., Hotel Management
Dear guest, thank you for took the time to share your comments, let me apologize for any inconveniences you may experienced during your stay, you may be sure we always work in order to have updated all the facilities for our guests. Hopefully to have the chance to serve you again in the future, to offer the service you deserve, you may be sure we are happy expecting four your next stay with us.
4 out of 5
Recommended
for Everyone
by A verified traveler from Good Hope, GA

Very nice hotel on beach

Posted Dec 2, 2017
Pros: Location was fabulous!
Location: Walking distance to ferry as well as lots of restaurants and nightlife. (Senor Frogs, Carlos n Charlies) and many others.
Very nice hotel located on the beach and located walking distance to restaurants, nightlife, and even the ferry to other islands.
Comment from Hotel Management
Dec 3, 2017 by Gerente de Calidad y Servicio., Hotel Management
Dear guest, we really appreciate your rating. We are really glad to know you´ve had a great stay during your past visit to Cancun. hopefully to have the chance to serve you again in the future.