Reviews of Krystal Cancun 4 stars
Paseo Kukulcan Km 9 lotes 9 y 9 A, 77500 Cancún, Mexico
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Reviewed: 6 September 2025 · Stayed in August 2025
Verified reviewAbsolutely nothing. The only thing that could have been good was the view, but even that was ruined by the amount of seaweed (sargassum) that they couldn’t clean. What didn’t you like about the hotel? The staff was awful, unhelpful, and constantly negative. The building is old and run-down. Service was dismissive, and they couldn’t even provide cold beer — only warm ones. Overall, it was a disgraceful experience that almost ruined my vacation.
Hotel Cristal should be called “Hotel No.” From the moment you arrive, everything is a flat no. Any request — big or small — was refused. The staff treated us as if we were begging for shelter, not paying guests. The most unbelievable part: they didn’t even have cold beer. They served us the warm ones they had left, because that’s all they could offer. In Cancún, of all places, something so basic shouldn’t be an issue. The whole experience was terrible and almost ruined my vacation. After seven years of not visiting Mexico, it was heartbreaking to come back to such a disappointment. Even worse, it was my partner’s first time in Mexico — and such a disgrace to be faced with this kind of low-class service. Nowhere else in the world have we ever been treated in such a dismissive and deplorable way. This hotel is the perfect example of how not to treat travelers.
Reviewed: 5 September 2025 · Stayed in September 2025
Verified reviewIt was close to the night life and the beach was in back of hotel
Didn’t have shows
Reviewed: 4 September 2025 · Stayed in September 2025
Verified reviewThe rooms smell of mold, the windows are not sealed, the stove is very noisy!! Everything is outdated.
The concierge name was aurora.!! She did so much that i ll feel beter And try to do everything she could. For shure She is the star of the hotel.for me.
Reviewed: 3 September 2025 · Stayed in August 2025
Verified reviewReviewed: 31 August 2025 · Stayed in August 2025
Verified reviewReviewed: 25 August 2025 · Stayed in August 2025
Verified reviewGreat location just at the beach, beautiful views, good facilities at beach. Polite staff who all spoke English at some level.
Air conditioning was horribly loud, too loud to sleep in. If it was turned off for the night (which was a must to sleep), the room got hot and humid by the morning. Loud music from nearby night club until about 1 pm.
Dear guest, Thank you for taking the time to share your experience with us. We are pleased to hear that you enjoyed our excellent beachfront location, beautiful views, beach facilities, and the friendliness of our staff. We sincerely apologize for the inconvenience caused by the noisy air conditioning and external noise. Your feedback is greatly appreciated and helps us identify areas where we can improve. We are currently working on upgrading our cooling systems and reducing external disturbances to ensure a more comfortable stay for our guests. We hope to have the opportunity to welcome you back and provide you with an even better experience. Monserrat E-concierge
Dear guest, Thank you for taking the time to share your experience with us. We are pleased to hear that you enjoyed our excellent beachfront location, beautiful views, beach facilities, and the friendliness of our staff. We sincerely apolo… Show more
Reviewed: 23 August 2025 · Stayed in August 2025
Verified reviewThe staff was very nice and friendly. Housekeeping was doing a great job.
The hotel is very dated. Poor ventilation in bathrooms. Signs of decay and rot on wood surfaces. Bad smell through the shower and sink drain pipe. The room was not equipped with a smart TV. Some light fixtures were not working.
Dear Alexandra, Thank you for sharing your feedback. We're glad to hear that our staff was friendly and that housekeeping met your expectations. We sincerely apologize for the issues you encountered in the room. Your comments are very valuable, as they help us identify areas for improvement. We're currently working on updates to enhance the guest experience, and we hope to have the opportunity to welcome you again for a more comfortable and pleasant stay. Monserrat E-concierge
Dear Alexandra, Thank you for sharing your feedback. We're glad to hear that our staff was friendly and that housekeeping met your expectations. We sincerely apologize for the issues you encountered in the room. Your comments are very v… Show more
Reviewed: 22 August 2025 · Stayed in July 2025
Verified reviewEverything
None
Dear Valery, We’re so happy to hear that you visited us again! It’s truly rewarding to know that you loved everything once more. Thank you for your trust and for sharing your experience. It’s always a pleasure to welcome you back this is your home. See you next time! Monserrat E-concierge
Dear Valery, We’re so happy to hear that you visited us again! It’s truly rewarding to know that you loved everything once more. Thank you for your trust and for sharing your experience. It’s always a pleasure to welcome you back this is y… Show more
Reviewed: 19 August 2025 · Stayed in August 2025
Verified reviewLocation
Last night’s dinner was missing flavour.
Dear guest, Thank you for sharing your feedback with us. We're pleased to hear you enjoyed our location, facilities, and service, and that your stay was nearly perfect. We’ve taken note of your comment regarding last night's dinner. Feedback like yours is truly valuable as it helps us improve every aspect of the guest experience, including our cuisine. We look forward to welcoming you back again soon. Monserrat E-concierge
Dear guest, Thank you for sharing your feedback with us. We're pleased to hear you enjoyed our location, facilities, and service, and that your stay was nearly perfect. We’ve taken note of your comment regarding last night's dinner… Show more
Reviewed: 18 August 2025 · Stayed in August 2025
Verified reviewReviewed: 18 August 2025 · Stayed in August 2025
Verified reviewReviewed: 17 August 2025 · Stayed in August 2025
Verified reviewToo old 1975 all rooms very old don’t look at the pictures
Rooms very old
Reviewed: 16 August 2025 · Stayed in July 2025
Verified reviewLove the location & view of the sea.
We did not like the food. The pool closes very early and this time around certain waiters outside has a bit of an attitude. The floors are also VERY slippery outside. I feel twice in the same day! One of the lady fell as well and a worker said NOTHING to her. She fell way worse than I did. The room we that we booked was supposed to come with a robe, slippers and wine bottle according to booking.com when our room was ready.. none of that there. I had to call the front desk and the only thing they gave us was a bottle of champagne. I had also called a while a go before staying for them to make a note that we were staying for our honeymoon as I see on instagram how lovely they decorate the room. Maybe it’s just for advertising. We love and have been going every year for 3 years next year we will not be staying at this hotel.
Dear guest, First of all, thank you for choosing to stay with us again for such a special occasion as your honeymoon. We are deeply sorry that this time your experience did not meet your expectations, and we apologize for the inconveniences you mentioned. We appreciate your kind words about our location and ocean view. However, we take very seriously your feedback regarding the food, pool hours, attitude of some staff members, and safety concerns with the slippery floors. We also regret that the special touches expected for your honeymoon were not properly delivered. Your comments have been shared with the relevant teams to address and improve these areas. Your loyalty over the years means a lot to us, and we hope to regain your trust in the future and provide you with a memorable stay. Monserrat E-concierge
Dear guest, First of all, thank you for choosing to stay with us again for such a special occasion as your honeymoon. We are deeply sorry that this time your experience did not meet your expectations, and we apologize for the inconveniences… Show more
Reviewed: 13 August 2025 · Stayed in August 2025
Verified reviewThe staff was incredibly friendly, helpful, kind, and sweet. Everyone at the hotel seemed genuinely interested in our enjoyment, comfort, and experience. They went out of their way to handle several requests around food allergies with the upmost kindness. The location is superb - the ocean view from the balcony is exceptionally rich in color and depth, it was absolutely breathtaking! I really can't put into words how beautiful the beachfront is at this vantage point.
There were some very minor maintenance items in the room and at the hotel, but for the price/value it was easy to ignore.
Dear Bradford, Thank you so much for sharing your experience and for your enthusiastic recommendation. We’re thrilled to know you enjoyed the ocean view, our location, and above all, the warm and attentive service provided by our team. It means a great deal to us to hear that our staff made you feel genuinely cared for — that is always our goal. We also appreciate your understanding regarding the minor maintenance details. We are continuously working to improve our facilities while maintaining excellent value for our guests. It would be a true pleasure to welcome you back. This will always be your home by the sea. Monserrat E-concierge
Dear Bradford, Thank you so much for sharing your experience and for your enthusiastic recommendation. We’re thrilled to know you enjoyed the ocean view, our location, and above all, the warm and attentive service provided by our team. It… Show more
Reviewed: 13 August 2025 · Stayed in August 2025
Verified reviewReviewed: 13 August 2025 · Stayed in August 2025
Verified reviewReviewed: 11 August 2025 · Stayed in July 2025
Verified reviewexcelente
No disponiblidad de adaptador para corriente electrica
Dear Kleirys, We are truly sorry that your experience did not meet your expectations. Please accept our sincerest apologies for the inconveniences you encountered, particularly the noise in your initial room and the inadequate response you received when requesting a solution. This does not reflect the standard of service we aim to provide. We also regret that the pool was unavailable during your visit, which understandably added to your disappointment. We appreciate you bringing these matters to our attention. Your feedback is invaluable and has been shared with the relevant departments so we can take the necessary steps to prevent similar situations in the future. We truly hope you might consider giving us another opportunity to provide you with the quality stay you deserve. Monserrat E-concierge
Dear Kleirys, We are truly sorry that your experience did not meet your expectations. Please accept our sincerest apologies for the inconveniences you encountered, particularly the noise in your initial room and the inadequate response you … Show more
Reviewed: 11 August 2025 · Stayed in August 2025
Verified reviewAmazing area! Amenities where good!
I had to be changed of the room due to the a/c, I called around 10 times regarding this issue...
Dear Ivan, Thank you for taking the time to share your feedback. We're glad to know you enjoyed the area and our amenities. That said, we sincerely apologize for the inconvenience caused by the air conditioning issue and the multiple calls it took before the situation was addressed. We understand how frustrating this must have been and regret the impact it had on your stay. Please rest assured that we are reviewing this matter internally to improve our response times and service effectiveness moving forward. We truly appreciate your understanding and hope to welcome you again in the future, offering a much smoother and more comfortable experience. Monserrat E-concierge
Dear Ivan, Thank you for taking the time to share your feedback. We're glad to know you enjoyed the area and our amenities. That said, we sincerely apologize for the inconvenience caused by the air conditioning issue and the multiple c… Show more
Reviewed: 10 August 2025 · Stayed in August 2025
Verified reviewReviewed: 9 August 2025 · Stayed in August 2025
Verified reviewthere was a leak inniur bathroom but staff made an effort to make up for it. We were transferred to a different room and was offered some freebies. They called and checked us everyday as well.
Thank you very much for sharing your experience. We are truly happy to hear that our team especially Larco at the front desk made your stay more enjoyable. We will be sure to pass along your kind words. We sincerely apologize for the bathroom leak, but we’re glad to know that our staff responded promptly and did their best to make things right by transferring you to another room, offering you some gifts, and following up daily to ensure your comfort. Your feedback encourages us to continue improving. We hope to have the pleasure of welcoming you back in the future. Monserrat E-concierge
Thank you very much for sharing your experience. We are truly happy to hear that our team especially Larco at the front desk made your stay more enjoyable. We will be sure to pass along your kind words. We sincerely apologize for the bath… Show more
Reviewed: 8 August 2025 · Stayed in August 2025
Verified reviewReviewed: 7 August 2025 · Stayed in August 2025
Verified reviewOld, noisy, no electricity, no hot water
We are truly sorry to hear that your experience did not meet your expectations. Please accept our sincerest apologies for the issues you encountered, especially regarding the condition of the facilities, the noise, and the lack of electricity and hot water. As part of our commitment to continuous improvement, we have already informed the relevant departments to address and resolve these concerns. We truly value your feedback, as it helps us identify areas where we must do better. We hope you will consider giving us another opportunity in the future to provide you with a more pleasant and comfortable stay. Sincerely, Monserrat E-concierge
We are truly sorry to hear that your experience did not meet your expectations. Please accept our sincerest apologies for the issues you encountered, especially regarding the condition of the facilities, the noise, and the lack of electrici… Show more
Reviewed: 6 August 2025 · Stayed in July 2025
Verified reviewbeach, diner, staff
Old facility
Reviewed: 2 August 2025 · Stayed in July 2025
Verified reviewnothing. we were turned away at checkin - had no where else to go. we booked through booking.com. all other hotels say that either pets or service dogs are allowed. they did not state no service dogs. they would not let us stay. we had 2 people with disabilities and a service dog with us and the hotel spent 4.5 hours with booking.com sorting it out. we eventually found a new place and a month later, neither the hotel or booking.com will answer our messages or action phone calls to send the refund we were promised was processed the day we arrived and were turned away. disgusted.
nothing. we were turned away at checkin - had no where else to go. we booked through booking.com. all other hotels say that either pets or service dogs are allowed. they did not state no service dogs. they would not let us stay. we had 2 people with disabilities and a service dog with us and the hotel spent 4.5 hours with booking.com sorting it out. we eventually found a new place and a month later, neither the hotel or booking.com will answer our messages or action phone calls to send the refund we were promised was processed the day we arrived and were turned away. disgusted.
Dear guest, We are deeply sorry for the situation you experienced upon arrival at our hotel. We fully understand how frustrating and stressful this must have been, especially while traveling with individuals with disabilities and a service dog. Please accept our sincere apologies for the inconvenience and for any lack of clarity prior to your check-in. However, we hope to have the good fortune to welcome you once we have made the necessary adaptations to become a pet-friendly hotel and make your canine friend feel comfortable and safe. Monserrat E-concierge
Dear guest, We are deeply sorry for the situation you experienced upon arrival at our hotel. We fully understand how frustrating and stressful this must have been, especially while traveling with individuals with disabilities and a service … Show more
Reviewed: 1 August 2025 · Stayed in July 2025
Verified review