Ratings based on 1,444 Verified Reviews
3.5 Room cleanliness
3.5 Service & staff
3.4 Room comfort
3.2 Hotel condition
AARP Travel Center Verified Reviews
by A verified traveler
Posted Mar 29, 2024 on Expedia
Upgrade the rooms.
by A verified traveler
Posted Mar 28, 2024 on Expedia
The beach is amazing !!!!!
Comment from Hotel Management
Mar 28, 2024 by Kurt Reiband E-Concierge, Hotel Management
Dear Mr. Scott,We are glad that you enjoyed the beach and would like to thank you for your rating, our guests opinions are very important to us. We look forward to see you back soon.Kindly,
by A verified traveler
Posted Mar 26, 2024 on Expedia
Great location and beach
Comment from Hotel Management
Mar 26, 2024 by Kurt Reiband E-Concierge, Hotel Management
Dear Mr. Rodriguez,I thank you on behalf of the entire staff for your kind comment and rating. I would also like to share with you that all the comments from our guests always help us to improve and learn about your experience. We look forward to seeing you soon in this home.Kind regards,
by A verified traveler
Posted Mar 25, 2024 on Expedia
Had really bad experience, on the name of Time share presentation they are holding deposits of $1400 and not replying now, I had called many times
Don’t recommend this hotel to anyone
Comment from Hotel Management
Mar 26, 2024 by Kurt Reiband E-Concierge, Hotel Management
Dear Mr. Patil,We sincerely apologize for the inconvenience you experienced with our Time Share presentation and the deposit issue. Rest assured, we take your concerns seriously and are working to resolve this promptly. Your feedback is invaluable, and we regret any frustration caused. Please contact us directly for further assistance.Kindly,
by A verified traveler
Posted Mar 25, 2024 on Expedia
We arrived at 3 AM with two little babies. They sent us up to our room after a 45 minute check in. This hotel does not have a luggage cart like every other hotel. There was a man carrying all our luggage on a little trolley. We get all the way up to the room and there’s no room number. We go all the way down and they tell us there’s another tower. We go up and there’s no room number there. They sent us running around with all of our luggage and kids at 4 AM. We finally got a room. The shower head did not turn on. The room was so dirty, there was even sand in one of the beds.
My 2 kids went to sleep in pack n play and my husband and I did not sleep. At 8 AM we packed the kids up and changed hotels. We we’re in that hotel for 4 hours and they wouldn’t give us a refund even though they said they would. The man “Angel” behind the counter was so unpleasant to deal with. Do yourself a favor and never stay here!
Comment from Hotel Management
Mar 25, 2024 by Kurt Reiband E-Concierge, Hotel Management
Dear Ms. Furst,We appreciate your comments about your stay, we regret the inconveniences you mentioned, and will take your feedback as an important area of opportunity for improvement, we offer a sincere apology, and we hope to welcome you back soon, to improve your experience.Kind regards,
by A verified traveler
Posted Mar 25, 2024 on Expedia
Overall experience was poor. At check-in there was a long line which took about 45 minutes. The lobby was hot and had no AC. After a long time of waiting my family went to the bar to ask for water but was denied service because they were not wearing a wristband which indicated they were guest. The room and facility was cleaned daily which was nice. Restaurants were priced at $20 USD buffet for breakfast unless you purchased the $100 USD daily all inclusive wristband for each family member. We drove into town for our meals. Hotel offered free parking which was a plus. What was really bothering was that the door for guest with wheelchairs remained closed at all times. This was a major SAFETY CONCERN. Anyone on a wheelchair had to flag someone down to open the door to enter or leave the hotel. This of course after they finished whatever they were doing. Their excuse was because guest left their luggage on that side of the lobby and to secure it had to lock the door. So it is luggage security over guest safety and access. I will be looking at other hotels that are more wheelchair friendly.
Comment from Hotel Management
Mar 25, 2024 by Kurt Reiband E-Concierge, Hotel Management
Dear Mr. Vega,Thank you for sharing your experience with us. We apologize for the inconveniences you faced during your stay with us. Your feedback regarding the check-in process, lack of air conditioning in the lobby, and denial of service at the bar has been noted. We are committed to improving our services and will address the issues raised, including accessibility concerns, with our team. We appreciate your feedback and hope to have the opportunity to welcome you back in the future."Best regards,
by A verified traveler
Posted Mar 25, 2024 on Expedia
Rating 4 over all because the staff were so kind and accommodating.. it was a little loud as we had a room opposite to the ocean where construction was occurring & the windows were in poor condition. The property is very dated but the common areas are well kept. The rooms not so much. I would stay again if I found a more reasonable price in the shoulder season as I’m not a partier and it was obviously busy over spring break.
Comment from Hotel Management
Mar 25, 2024 by Kurt Reiband E-Concierge, Hotel Management
Dear Ms. Dumont,Thank you for your review, we already mentioned the improvement areas to the respective departments, as we are really concerned about our guests comfort, please receive a sincere apology about the inconvenient, we will take care of it, and hope you give us the opportunity of welcoming you back very soon,Respectfully
by A verified traveler
Posted Mar 25, 2024 on Expedia
excelente place, close to everything! definitely came back
Comment from Hotel Management
Mar 25, 2024 by Kurt Reiband E-Concierge, Hotel Management
Dear Mr. Arrabal,We are very pleased to know that you enjoyed your vacation at Krystal Cancun, and we thank you on behalf of the entire team for your rating. We look forward to your next vacation.Cordially,
by A verified traveler
Posted Mar 24, 2024 on Expedia
The location is excellent. Facilities poor maintenance, no design upgrades, creating rundown felling. Food mediocre to poor quality. Staff communication skills and customer friendliness mediocre to poor.
Comment from Hotel Management
Mar 25, 2024 by Kurt Reiband E-Concierge, Hotel Management
Dear Ms. Cerbu,Thank you for your review, we have already given the required feedback to the staff, as we are really concerned about our guests comfort, please receive a sincere apology about the inconvenient, we will take care of the issues you mentioned, and hope you give us the opportunity of welcoming you back very soon,Respectfully
by A verified traveler
Posted Mar 24, 2024 on Expedia
Glad we decided to take our chances after reviewing all the negative reviews. We had the best experience. Ocean View Room with balcony was spacious beautiful view of beach. Consierge service was provided for booking thru expedia! Well worth the free perks! Breakfast buffet was delicious. Staff was friendly and helpful. Very clean, great location. Walking distance to ferry, restaurants, bus stops. Has a Safe inside closet!!
Comment from Hotel Management
Mar 25, 2024 by Kurt Reiband E-Concierge, Hotel Management
Dear Ms. Sanchez,We are very pleased to know that you enjoyed your vacation at Krystal Cancun, and we thank you on behalf of the entire team for your rating. We look forward to your next vacation.Best Regards,