Krystal Grand Cancun All Inclusive

It is a waste to have such a run-down property at such a beautiful beach of Cancun. The view was great and the beach were best; however, the property really need to upgrade and renew/renovated!. I have booked the Altitude which is the newest of all three Krystal in this area and it is ashamed to say that it is out-dated with rusted! I can’t imagine what it would be like staying at the older buildings and at Krystal alone. I believe the owner/property management should think about reinvesting into this beautiful location. You are missing out on attracting more affluent customers because all your amenities are outdated even the restaurants option/choice are limited.

Solo servía un elevador de 4 que hay , goteras por todas partes

Beautiful property on a great part of the Cancún beach. The rock barrier prevents big waves making it very family friendly. The Altitude tower was pretty new and well set up. Clean, modern facilities. The restaurants had ok selection - not the best we have seen at 4 star resorts but also not bad. Service on the beach was excellent. Service in the restaurants was very slow. Resort is smaller than others in this area. Fine if you have a palapa or balibed rental on the beach. If not, the crowd at this resort claims every open chair early making it hard to find somewhere to sit until late in the day.

Overall the experience was enjoyable. One major downside was the elevators. One of the elevators was out the entire week we stayed. There should be more elevators considering there are 13 floors and the resort is pretty full. Getting up and down to our rooms was more times than not difficult. There often was quite a wait and the elevators were hot and full.

Hotel is barely a 2 stars hotel. Starting with the elevators they are supposed to have 4 but only two work properly. Also, when you check in they say they have 6 restaurants, that’s a lie they only have two “specialty restaurants “ for dinner and impossible to get a same day reservation. Only one bar for whole facility. Buffet restaurant is too small and you have to make a big line every time you want to eat. Hotel does not have A/C at the lobby/bar area. Property conditions are poor, hotels need maintenance and remodeling. Only two pools and very difficult to get sitting there. I won’t recommend this property for future staying.

Food was good. Hotel had 4 elevators and only 2 were working sometimes only one was working.

The quality of the service was really exceptional. The staff was extremely friendly and willing to help. The food was delicious and the swimming pool was great. The downside is the quality of the facilities. The tower is old and although the entrance atrium is really nice, there are a few things that are outdated. For instance, the elevator is slow and really hot inside. The conditions in the room were also not great. The air conditioning worked well (thanks god!), but they have a few minor items that were either run down or broken. For instance, the main large mirror had desilvering all around (black regions and spots), the lift rod of the drain stoper in the sink was broken and a few other minor things. The bottom line is that this is a great place with exceptional works and nice environment/vibe outside the room. However, if you want a luxurious room, then you will be disappointed. In any case, I highly recommend this place.

Elavator was broke, hot in the elevator and lobby...if youll fix that it would be a great hotel.

Stayed in Altitude 10th floor so wonderful view of Cancun beach. Some issues with the room but very fast service to fix it. But they have a policy that u can only reserv a sunbed 30 minutes that wasn’t followed. People put there towels before breakfast and the staff didn’t care. I had to ask them why there was no drink service at the Altitude infinity pool but at all the rest of them. They started with it after I questioned it. Best food was in the tower and the grill. Beach great gym need upgrades. The bars are boring and Moscito beach restaurant was closed. Overall a great location with great view if u choose the right room in the Atitude krystal.

The location of the hotel was great and the beach was beautiful. The staff were very friendly and extremely willing to help with whatever you need during your stay. Those were the best parts of this hotel. Unfortunately, there seemed to be minimal to no air conditioning in the lobby, hotel room, or the main dining area. They brought a fan to our room which made a big difference so we could sleep better in the 85° room but everywhere else felt hotter and more humid indoors than it did outside. Check-in is at 3 but our room wasn’t ready until about 4:30 and we were drenched in sweat by the time we left the lobby and could get into our room only to find there was seemingly no AC there either. I had read previous reviews mentioning the same issues with AC and check-in but hoped they had been resolved in the months since they were written. Dining is a bit difficult as you need to make reservations for the restaurants. Fortunately our concierge booked our dinner reservations the day we arrived for every night of the week which was very helpful. However, we then booked daily excursions which often got back later than anticipated and we would miss our reserved time and have to go to the O restaurant buffet. On our last night we made it to our reservation at Risotto and the food was delicious and the restaurant had AC. Unfortunately, I got food poisoning and am still sick 2 days later. The hotel staff and the location are both great but the lack of AC lessened the overall experience.

IT WASN'T GOOD CHEAP HOTEL BAD FOOD PRICES FOR THIS HOTEL SHOULD BE LESS THAN A 100$ A DAY. THE ELAVATORS WERE HOT AND SLOW. THE AC IN THE ROOM WAS CONTROL TO LIKE 70%. THE TOWELS WERE STAIN. THE BLANKETS WERE STAIN.THANK GOD I ONLY STAY ONE NIGHT AND SWITCHED.

My family observed roaches at the food buffet and when management was notified his customer service was poor . We met with another manager the next day who tried to offer my sister a 25 minute massage but only on the condition she signed a waiver saying she wouldn’t leave a bad comment . I wouldn’t tell anyone to stay here .

Room was very clean friendly staff great food

Clean room, staff and food. The wait time for dinner was too long.

The staff are all friendly. The food are marvelous and very tasty. I just dont like our room, you can hear the noise of the water from the pipe from other rooms. The concierge doesnt have foreign exchange but overall experience was great. Will definitely come back and recommend!

Room not what we expected It smells a lot like humidity. Needs renovation Blankets had a funny smell and found bugs on the bed. For the food there wasn't a lot of options Needs more improvement for the price.

The quality of the service was really exceptional. The staff was extremely friendly and willing to help. The food was delicious and the swimming pool was great. The downside is the quality of the facilities. The tower is old and although the entrance atrium is really nice, there are a few things that are outdated. For instance, the elevator is slow and really hot inside. The conditions in the room were also not great. The air conditioning worked well (thanks god!), but they have a few minor items that were either run down or broken. For instance, the main large mirror had desilvering all around (black regions and spots), the lift rod of the drain stoper in the sink was broken and a few other minor things. The bottom line is that this is a great place with exceptional works and nice environment/vibe outside the room. However, if you want a luxurious room, then you will be disappointed. In any case, I highly recommend this place.

Cuando entre huele mal a húmedo quizás por las plantas quizás pero enrealidad muy mal olor y los elevadores sucios y lentos casi no tienen variedad de comida . Y los cuartos no son como los enseńan en las fotos son horribles las cortinas parecieran de la era de los 80 viejas y amarillas los pisos con arena las paredes se miran viejas necesitan un update no recomendable quedarse aquí mejor vayan al Krystal Cancún queda al lado es más limpio que el grand krystal Cancún

La habitación olia mal, a humedad. No habia suficiente luz en la habitación. Los elevadores muy tardados y no habia indicaciones de donde estaban las escaleras. La concierge y recepcionista no brindaron la atencion que se esperaba ni intentaron tratar de solucionar las preguntas o incidientes que se presentaron.

Excelente: personal muy amable, la señorita Nylsa del kids club amable. El animador René de la alberca entretenido en sus dinámicas. Bueno: La habitación es amplia, bonita vista parcial al mar, buenas amenidades dentro de la habitación, comida rica. Malo: Check in demasiado lento aunque fueron muy amables no deja de ser lento. Condiciones del elevador malas. El baño de nuestra habitación con limpieza deficiente con hongos en las paredes de la ducha.

The room was very nice and had a great beach view but the air conditioner wasn't working well at all so the room stayed around 75 degrees F the entire stay so that was uncomfortable! Room service was great and the showers had good water pressure.

Yes amazing beach view from my room.

Location of property was great. food options were okay, not the best. Beautiful property. Rooms do not get below 74 degrees and some restaurants were extremely hot

The staff was great! The beach and views were spectacular! But we upgraded to a suite and some of the lights didn’t work, patio door wouldn’t lock, and the air conditioning didn’t seem to work much. And the fan only had one speed - hurricane (much needed however given the air conditioning). We dont regret upgrading given the additional amenities it provided and the mentioned inconveniences didn’t by any means ruin our trip - but they were inconveniences.

Great stat at the altitude tower. The grand tower rooms need some updating and more soundproofing.

Friendly service and buffet food was decent. What I did not like was that DJ music goes on until midnight, or later. Rooms need soundproofing. Even on the 10th floor of the altitude tower, you can hear the music bumping all day and night. Sleep was next to impossible and I don't feel rested. The wind is very strong and whips around like crazy on the balcony. The divider to the next room was broken and hit constantly against the balcony. The sliding doors were difficult to keep closed and every time you open them, a strange noise whistled in, as though an alarm were going off.

Ocean view is top notch.

깨끗하고 좋지만, 원형형태로 된 구조이고 모든 객실이 가운데를 향햐 문이 있고 가운데가 뚫려있어. 1층에 바에서 나는 소음이 그대로 위로 올라와 모든 방에 골고루 전달돼. 다른 시기에는 모르겠지만 우기에는 특히 태풍 시즌에는 바람소리랑 바람에 흔들리는 창문 소리땜에 잘수가 없오

The air condition need to be updated it was very hot, I had to complain for them to move me to another room with a working air conditioner, I have been to this resort about 9 times because of the location of the beach but next time I may pay a little more and stay at Hyatt Ziva (next to)

I have stayed at several properties in Cancun and this hotel is okay at best. Room - The beds are extremely hard and uncomfortable and the AC did not go below 74 degrees. We even had maintenance come look at it. We had issues with the shower draining and the toilet constantly running that maintenance looked at as well. When we would have house keeping done - we would get 3 towels (3 people in the room) but no floor mat, hand towel or wash clothes. We would have to call daily asking for more. Restaurants - We felt like this was deceiving because not all of the restaurants are open daily and you must make reservations ahead of time for them, aside from the buffet. The food at the restaurants was okay/decent. The buffet was not good at all with very limited options. The smallest buffet I’ve seen at an all inclusive. At the buffet it was very hard to get simple things like water, coffee, maple syrup, etc. Also, the cafe does not do any coffee flavors/syrups and bars are not open until 11am. Grounds - Very dated hotel. The elevators are extremely hot and slow and the pools are just okay. They are pretty small. Staff - We had overall great experiences with staff. Kevin, Fernando and Pedro just to name a few. Overall, this hotel is not worth what we paid and we had to make the most of it.

Mi experiencia en el hotel Mi estancia tuvo aspectos positivos: la ubicación es excelente, las instalaciones son muy limpias y el servicio del personal, en general, fue muy bueno. Además, el restaurante de ceviches, el snack y el bar de la alberca estuvieron exquisitos y ofrecieron una experiencia mucho mejor que el resto. Sin embargo, el check-in fue un completo desastre. Esperamos 1 hora y 42 minutos, y aun así la habitación no estaba lista. Terminamos recibiéndola hasta las 3:15 pm, después de hacer otra fila y esperar 38 minutos adicionales. Muy mala experiencia para empezar unas vacaciones. Los restaurantes principales fueron incluso peor. Tuvimos que esperar una hora para obtener mesa y luego 42 minutos para que nos atendieran. La comida llegó fría y, en mi caso, incluso cruda. Le comenté al mesero que la carne no estaba término medio, sino cruda; se la llevó y la regresó igual. El puré de papas que acompañaba el plato también estaba frío y con mala consistencia. En el restaurante The Grill la espera fue menor, pero la comida volvió a llegar fría, y los tacos dorados no tenían nada que ver con lo esperado. Es una lástima, porque anteriormente me había hospedado en el otro hotel Krystal y la experiencia fue muy buena. Esta vez elegimos el Krystal Grand pensando que sería aún mejor, pero ocurrió lo contrario. Espero que tomen esto como una crítica constructiva, porque realmente tienen puntos fuertes, pero deben mejorar urgentemente la organización, tiempos de espera.

My stay was at the Altitude which was supposedly their luxury class. The room was bare, no table clock and even though i booked a king sized bed. I was given a room with two doube beds. The staff were disorganized and uncordinated. There's no room service menu even on their app. And the food choices were nonexistent. For a hotel that touts luxury on their website, this is the worst hotel ive ever stayed in. I don't recommend this and will definitely not be staying there in future.

Scam! The resort is in a great location and some of the staff is awesome. I left feeling taken advantage of. When I was leaving they said I needed to check out to be able to leave and stated my daughter was not on the reservation, when she clearly was. It was stated on Expedia. They said I owed $600USD to be able to leave the said $400. I kept refusing and asked for a manager. Finally after a heated debate, having them go through my phone I paid the $400 to be able to leave. I was close to missing my flight and missed the shuttle scheduled and had to get a taxi. It was an awful experience. It seemed they do this often but its when people are leaving so nobody sees it.

vamos cada año, en esta ocasión fuimos a la torre altitude y amamos!! El personal como siempre súper amable. Janer, siempre atento. Todos en general son muy amables siempre. Algunos ya nos ubican y eso se agradece. Fer, la persona que atiende en la playa, siempre súper atento y amable, como cada año. Seguro el próximo año (espero antes) regresaremos.

An error was made on our reservation and they refused to make the change to allow us to stay. Instead, they wanted to charge us an extra $300 per night for 3 nights. Keep in mind we flew from the U.S. and were forced to book a different hotel for the remainder of our stay.They also refused to give us back the deposit we paid. They did not want to work with us at all. They just wanted more money. Terrible service. Zero accomodations made for the mistake made on the reservation.

We put a lot of time and effort into going on this vacation that was much needed for my family and I. Everything about our experience was amazing! Griselle, the property manager made sure that we were satisfied and had a great vacation. Our housekeeper, Reyna was the best. Our room was spotless every day. The concierge staff downstairs also was very helpful especially Mariana, she was very kind and sincere. All of the servers were amazing and attentive at all venues, (pool, cabanas, restaurants, etc.) Variety of food options that were all great. It does take a while to get dinner so keep that in mind, if you have kids tell them you want their food sooner rather than later and they will accommodate. Staying at the altitude building will give you a better experience. The room service is nice to have. Also, keep in mind you should be tipping the staff, this is how they make a living. Get up early if you want umbrella and chairs on the beach. A day with the cabana was a wonderful experience and very relaxing. Muchimas gracias a todos. Nos va a regresar in el futuro :)

Second time staying here but never again. Only good thing is the location, Ramon at the front desk was possibly the worst/ most rude receptionist I’ve ever dealt with. Before we even checked in, he had basically already ruin the trip. He was very rude, we arrived at 10am and attempted to check in early, willing to pay the $150 for early check in. And he said that was not an option for us, and basically told us to just come back at 3pm because they will not get our room ready before then.

Rodrigo was the best concierge. Everything he promised was delivered. A man of his word

Everything was perfect. Reyna did a great job.

The reception is VERY slow for check in and out

Great location, beautiful beach. Rosamaria was very nice and helpful concierge. She booked a dinner reservation for my fam and helped with our transportation reservation. Also, she was able to arrange a late check out. All staff was very friendly. Overall, everything was good and my family and I had a great vacation.

This was our first time traveling to Cancun and we loved staying at the Krystal Grand Cancun. The staff was very friendly and helpful and our room was very clean and comfortable. The beach area was clean and we loved the Bali bed we used one of the days. Overall it was a great trip!

Very nice clean property and great location for calm beach

Great location and great service.

muy buena ubicada y buen servicio y una vista maravillosa

This hotel has one of the best views of Cancun at the room we stayed overlooking the ocean. We stayed here for two nights before going to another hotel but this one has better views by far. It’s about a 7 minute walk from the night clubs and Coco Bongo… the location of this place is perfect. Also, great people working at this place.

The hotel is relatively new, with complete facilities, and excellent options for dining, entertainment, and leisure. The staff are all very nice, especially the manager. The price is reasonable, and transportation is convenient, with the ferry terminal being very close to the hotel. I highly recommend this hotel.

The air condition need to be updated it was very hot, I had to complain for them to move me to another room with a working air conditioner, I have been to this resort about 9 times because of the location of the beach but next time I may pay a little more and stay at Hyatt Ziva (next to)

La propiedad tiene una posición muy buena porque está cerca de todas las áreas de interés, tiendas, ferry, clubes nocturnos. Pero el hotel como tal, no me gustó que 1 elevador de 4 estuviese funcionando, como pueden imaginar las líneas para poder entrar al elevador eran muy largas y se tardaba uno más de 10 minutos en poder llegar a la habitación, y una vez dentro del elevador saturado de personas el calor era insoportable y claustrofóbico. El aire acondicionado de las habitaciones funcionaba intermitente, el calor en las áreas comunes es sofocantes. El buffet no es variado por no decir que la variedad de alimentos era muy limitada, NO HELADO en un país tan caluroso es incomprensible. El hotel tiene acceso a una playa maravillosa eso

The best thing was the beach and stopping store walking distance.

Mi experiencia en el hotel Mi estancia tuvo aspectos positivos: la ubicación es excelente, las instalaciones son muy limpias y el servicio del personal, en general, fue muy bueno. Además, el restaurante de ceviches, el snack y el bar de la alberca estuvieron exquisitos y ofrecieron una experiencia mucho mejor que el resto. Sin embargo, el check-in fue un completo desastre. Esperamos 1 hora y 42 minutos, y aun así la habitación no estaba lista. Terminamos recibiéndola hasta las 3:15 pm, después de hacer otra fila y esperar 38 minutos adicionales. Muy mala experiencia para empezar unas vacaciones. Los restaurantes principales fueron incluso peor. Tuvimos que esperar una hora para obtener mesa y luego 42 minutos para que nos atendieran. La comida llegó fría y, en mi caso, incluso cruda. Le comenté al mesero que la carne no estaba término medio, sino cruda; se la llevó y la regresó igual. El puré de papas que acompañaba el plato también estaba frío y con mala consistencia. En el restaurante The Grill la espera fue menor, pero la comida volvió a llegar fría, y los tacos dorados no tenían nada que ver con lo esperado. Es una lástima, porque anteriormente me había hospedado en el otro hotel Krystal y la experiencia fue muy buena. Esta vez elegimos el Krystal Grand pensando que sería aún mejor, pero ocurrió lo contrario. Espero que tomen esto como una crítica constructiva, porque realmente tienen puntos fuertes, pero deben mejorar urgentemente la organización, tiempos de espera.

Everything was great except a couple things. The hot water in the shower was never warm enough. The food needs ALOT of improvement. I mean ALOT!

My family observed roaches at the food buffet and when management was notified his customer service was poor . We met with another manager the next day who tried to offer my sister a 25 minute massage but only on the condition she signed a waiver saying she wouldn’t leave a bad comment . I wouldn’t tell anyone to stay here .

We recently left after staying for a week. I had paid more to stay at Altitude. What a joke. Only one option for breakfast and dinner where there was minimal options and food was cold. One night the meat options were not even cooked. For lunch you have the same buffet which I never went and then two little food huts by pool that served the standard taco, quesadillas, Mexican hotdog or hamburger. The service at the pool was very slow. Had to change my room because the ac wouldn’t go below 78. Changed rooms and it wouldn’t go below 74! Shower had hair from a previous stay. The lobby had no ac. I was unable to go to French restaurant, use my day bed voucher or the infinity pool that is offered to Altitude guests because my daughter was only 16. Every night we went out for dinner because the food was horrible. I will never come back. Worst stay ever.

a lot of space in the room, also the bathroom; the hotel is very clean and the food is ok. Reservations in the restaurants are a nightmare, with the app. pool is ok and the beach is great

Very nice hotel and beach view. The food needs a major overhaul.

Great hotel but food was not very good!

The quality of the service was really exceptional. The staff was extremely friendly and willing to help. The food was delicious and the swimming pool was great. The downside is the quality of the facilities. The tower is old and although the entrance atrium is really nice, there are a few things that are outdated. For instance, the elevator is slow and really hot inside. The conditions in the room were also not great. The air conditioning worked well (thanks god!), but they have a few minor items that were either run down or broken. For instance, the main large mirror had desilvering all around (black regions and spots), the lift rod of the drain stoper in the sink was broken and a few other minor things. The bottom line is that this is a great place with exceptional works and nice environment/vibe outside the room. However, if you want a luxurious room, then you will be disappointed. In any case, I highly recommend this place.

The place is very clean, the beach is beautiful, the staff are kind- but I think everyone can agree the food is ordinary at best. The place advertises 5 restaurants, but every night one is closed which causes big lineups and/ or bad dinner service. I wouldn’t come here if you are looking for 5 star food. Everything else was great.

The staff at the pool bar and beach bar were very friendly. They did a good job preparing the drinks in good timing. The staff at the restaurants were good as well. The housekeeping staff did an excellent job at keeping our room nice and clean too. The only thing we didn’t like was the food choices. We wished the property had more authentic Mexican food there vs mostly international type foods.