Krystal Grand Cancun

Buffet horrible. One tiny plate for fruit. Food is not good. This place is so overpriced. Extremely old building. Ac not working. Elevator slower than grandma climbing stairs. Staff doing their best. Needs millions in renovation. oh and the pools. Tiny. Forgettable. Bad decision. Wishing for a time Machine to back and go somewhere else.

Excellent service! Aeron and Frine were amazing—friendly, attentive, and welcoming. We really enjoyed our dinner. Thank you!

Very Disappointing Anniversary Experience at Krystal Grand Cancún

I am extremely disappointed with our experience at Krystal Grand Cancún, especially because we arrived today to celebrate our 15th wedding anniversary. Unfortunately, what should have been a special and relaxing start to our vacation turned into a very frustrating experience from the moment we arrived.

When we entered the hotel lobby, we were not properly welcomed, and the lobby was extremely hot. After a long flight, we expected at least a cold drink or some basic hospitality while waiting to check in. Instead, we waited in line for more than 15 minutes just to check in.

We then encountered an issue with our daughter's age being entered incorrectly in the system. Because of this error, we were told we had to pay additional money for her. We spoke with a supervisor, but instead of helping resolve the situation, we were told that the mistake was ours and that the hotel was not responsible. We were very disappointed with how this was handled.

After checking in, we waited another 45 minutes for our room. By this point, we were exhausted, hungry, and thirsty after traveling, and our first impression of the hotel was already extremely negative.

We were then given our passes and told that we would receive a tour of the hotel. A staff member named Lana showed us part of the property and explained that there were certain areas we could not use. This was particularly frustrating because the hotel advertises itself as all-inclusive, and we were not aware that there were restrictions on using certain pools and areas. The explanation was not consistent with what we understood when booking our stay.

While we were already frustrated and hungry, Lana then asked us to sit down for a time-share presentation. She explained that, because of the inconvenience we had experienced, we could choose from certain tour options and receive discounts, but we would first need to spend approximately 2 to 2½ hours in the time-share presentation.

We came here to celebrate our anniversary and enjoy a vacation—not to spend hours being pressured into a time-share presentation. After the experience we had already had, the last thing we wanted was a sales presentation. I respectfully told her that we came on vacation, not to buy a time share.

By the time we finished dealing with all of this, the buffet was closed.

Our luggage situation was another disappointment. My daughter needed to change clothes, but our luggage had still not been delivered to our room. We were told at the hotel entrance that an employee would take our luggage to the room. Once again, my husband had to complain to management. Although the manager Jose or Alberto? said he would make sure the luggage was taken to our room, my husband was so frustrated that he decided to retrieve the luggage himself.

When we finally entered our room and checked everything, we opened the minibar and discovered that two of the drinks were already open. After everything that had happened since our arrival, this was simply another disappointment and made us question the cleanliness and attention to detail of the room.

What makes this experience even more disappointing is that we have stayed at Krystal Urbana in Guadalajara, Jalisco, and have always had wonderful experiences there. We have received excellent service and have always been happy to give them compliments. Because of those positive experiences, we expected a similar level of service from Krystal Grand Cancún.

Instead, our anniversary began with delays, extra charges, poor communication, a lack of hospitality, a time-share sales pitch, missing luggage, and a room that already had opened drinks in the minibar. The worst is that we got see a cocoroach at the coffee shop and it was big. The elevators were broken, only one or two was working out of the four. Long waits at the elevator.

We chose this resort expecting a relaxing and memorable vacation, and unfortunately management didn't take care our concerns seriously and didn't made an effort to turn this experience around.