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TripAdvisor traveler rating5487 reviews
Will not return to this hotel until pandemic issue clears in Mexico!
Dont get me wrong, the hotel is one of the best there is in the hotel area in Cancun, this was the second time i stayed here but this time was with my gf and in the pandemic which was my big concern coming to the city. Well at first everything seem ok but after a few days i realized that the stuff doesnt care much about its guests safety because we seem at least 40 people without face masks on elevators, lobby, back bar, and all around the hotel and hotel stuff wouldnt say a thing!. Now this goes againgst the law, its been stated that all premises in Mexico must comply with regulations and this hotel does ...but only like 60% of the time which for our safety is unbearable. I liked the food, premises, location and all but for safety is a very well below bad!. You must take care of your guests even if that means making some of them angry , safety i always first
Worn rooms and disastrous complaint management
I decided to spend my very short holidays in the Krystal Grand Cancun to relax from the stressful everyday life and was looking forward to visiting Cancun since several weeks. With over 25 years of travel experience, stays in more than 110 distinct hotels I must admit that the Krystal Grand is service wise one of the lowest performing I have seen in the previous years. It’s really hard to put my frustration into words, given the very short time I was spending in Cancun and the massive error chain created in several parts of the hotel. 1. In the first room „916“, the shower had absolutely no pressure and only provided cold water which made it impossible to shower. I had to address this issue several times before the staff reacted to this complaint. I would expect that the hotel staff addresses such reclamations proactively without guests following this up several times. When a new room was offered, I had to check this room myself without any assistance and when I asked about the luggage, I was referred to the bellboy and therefore decided to move the luggage myself. Referring to other people or departments was a common thread throughout the entire stay and is certainly not in the interest of the paying customer. Coming back from an all-day trip in the middle of the night, I found out that also the new room was not offering warm water. It is incomprehensible to me how something like this can happen after I changed rooms for exactly this reason. When this was reported to the front desk, they promised to have a look at this but never returned with an answer. The next day I learned that the iron was not working, and it took several calls to the reception to get a new one while I just wanted to go to Dinner. The minibar was completely filthy which got cleaned after this issue was reported. This is unworthy of a 5-star hotel and I wonder to this day how such a house can get even 3 stars. When I booked an overpriced (booking platforms showed same offers for 40% less, but I hoped that booking via the hotel is less time consuming) rental car for a trip, I was asked to walk to the Krystal hotel down the road because the staff is too busy handing over the car in the Krystal Grand where we booked! The very same happened when the car was returned next day. The way the reception staff handled these reclamations was highly unprofessional and especially the somewhat stronger lady at the reception shone more with insolent and ignorant behavior than with customer-oriented actions. At no time was a redress offered which would have been appropriate given the number of deficiencies. I summarized all these items and sent it to the email address from the website as well as to the email address mentioned in the out of office reply I received but have not received a response to this day! I‘m deeply dissatisfied and even the extremely attentive and professional staff in the restaurants cannot make up for such serious errors. I would suggest that the staff invests less time in talking the paying customer into sales shows and rather focuses on what matters.
Cancun before entring US
Great place to stay for 14 days after travel from Europe! Lovely and kind staff and absolutely beautiful beach!! Would recommend for anyone looking for a warm stay (thank you Pedro + hervik - staff at Cancun grand krystal)
No hot water after several requests to fix with no concern from management
The hotel is okay. The beach is lovely. The diving was beyond great (will review separately) HOWEVER, each evening when returning from the days diving, we would go to the front desk and ask for maintenance on our shower. There was literally NO HOT WATER. If you turn the shower fixture to all the way hot, no water came out of the showerhead. The maintenance person would come up, take a look, go to the panel in the hall, and we would leave for dinner - assuming they would fix it. When we would return, the fixture would turned to hot and on with no water coming out. They didn't even return to the room. FIVE NIGHTS WITH TEPID SHOWERS AND ZERO FROM MANAGEMENT! (Celebrating that cold wasn't ice cold) We tried to get in touch with management, but they were away, and have not returned our inquiries now that we are back in the states. Appalling. We dove every day, leaving at 7:30 am and returning for a late dinner. One evening, a friend joined us from the Krystal hotel, affiliated hotel next door, for a beer. We were not all inclusive, and were paying for all food and beverages. As we ate our tacos (terrible and the chicken tortilla soup wasn't chicken but tofu!!!!), security came to our table asking that our friend leave. If you are not a guest of the hotel, you are not welcome! It was one paid for beer talking about the day!!!! Not using the facilities.... OMG! The management of this hotel needs to know that this complete disregard for guests is unacceptable!
Everything was perfect and excellent service. Pedro and all the servers did such a great job at helping with any questions and with all reservations and food recommendations. We are so excited to tell our friends and family to visit Krystal Grand and can’t wait to be back. Room 731& 631 Martinez family