Krystal Grand Cancun All Inclusive

loved the room besides non functioning AC, French restaurant, the grill restaurant. excellent 80's music by the pool. great beach, walking distance to town, most of the staff is nice. overall, excellent energy, wd consider coming again. excellent chilled red wine. overall staff lets you be, isn;t hovering micro managing and the energy is outstanding, loved it and may come again. hope they work on the suggested improvements. Xfinity pool. suggest lunch able served at beach w plastic plates. wd suggest beach stairs be swept of sand more often, suggest wifi work on lounge chairs further out. the beach has a life guard. the people ar the beach are very nice. great mattress, slept well. good sheets. excellent room lavazza coffee choice. the coffee cups in Alta are good and liked the access to go cups too. espresso machine wd improve for the cappuccino but overall, not bad. coffee in room tasted better. elevator wait time was almost aways not long. guests and staff are nice. the driver Sergio they connected us with for airport shuttle (extra price) was very nice, professional and punctual. infinity pool felt clean and good temperature. beach water was clean, barely seaweed.

nachos & overall same lunch by pool. no fruit or salad & very little guac provided. lunch menu didn't change & was overall very carnivorous, greasy. basic green salad & fruit wd be a simple basic addition. sun glasses were lost at very specific time and location on premise, hotel insurance sh help.when asked,staff very short to say no as if they were found and kept.6pm beach drink server sh tell people at 5:50pm last call. plastic cups provided on beach didn't keep drinks cool. wd reco offer in a dif vessel. it wd maximize beverages as people were ordering bec their drink got warm not bec it was necessarily empty. main buffet really needs help. very long line at omelette station, only one person making each order at a time vs 2 people or 1 person gathering sev orders at a time. U don't cook mix meat pork on the same grill with rest. you don't cook mix meat w/ veggies for vegetarians. wd recommend ice cream and sorbet as a dessert option.rm mini fridge didn't offer any non sugar beverages like sparkling water or juice only reg &diet soda.unless called, it wasn't;t autofilled. great water refill station but there sh be 1 on each floor than only in altitude lobby, not practical or sufficient considering size of place and number of people. huge pb, a/c didn't work all week despite informing its' non function. only able to use fan all week.buffet denied eating outside when that's precisely why people fly to Cancun to do such.3 other restaurants don't have outdoor seating. I'd work on adding this since fresh air is important. 1 staff person denied us two people a table due to non reserv but restaurant almost empty.I think she and staff didn't want to work.wd suggest better train servers,sh not ask group to remove &use same forks and knifes if already mixed together on same dirty plates. all requests sh be possible via WhatsApp.

ビーチとプールは良かった。ロケーションとしては文句はない。

食事が良くない。特にAyamiのhibachiは不味すぎる。The Grillはその日だけだったかもしれないがメニューのうちみんなが食べたいと思う品が品切れでオーダーできなかった。 シャワールームの天井ライトが一部切れていたり、ドアノブが緩んで開け閉めしにくい状態だった。メンテナンスを頼んだが最終日まで修理されなかった。まぁこれは致命的な問題ではなかったから良かったが。

El lugar es ideal , la playa hermosa es un buen citio si buscas donde ir por las noches

La localización

Ubicación

La comida no había mucha variedad

The location was perfect.

The food was not that good.

tudo bom

tudo bom

Location is prime, fabulous beach, majority of staff nice, clean, great adult pool.

Running out of stuff, eg bacon, ice cream Ice cream only open 1pm to 5pm if its available Really noisey pool that isnt too big for amount of guests AC in rear rooms is poor, but ocean front is great Having to ask several times for things

View. Although they gave partial view on second floor. It was very good. Unit 222.

Poor condition of the elevator. Not working properly. Stayed for 10 days elevators always extremely slow, no AC in the elevator so absolutely scary and painful to use. Dirty common areas. Literally need dusting Bad quality shampoo and shower gel. Had to buy own. Not 5 star level at all. NO CONDITIONER. Room had AC problems. Had to move the room.

Nothing the place has no ac in elevators and it’s slow and very hot and the food choice for a buffet omg horrible I basically starved at this place

Everything was terrible not what was shown on the pictures I didn’t enjoy anything and I am glad I only spend three days

We had a wonderful experience at Krystal Grand Cancún, especially because of the amazing staff. Everyone was friendly, attentive, and always willing to help with a smile. The service was excellent, and the staff truly went above and beyond to make our stay enjoyable and comfortable. Their kindness and hospitality made a big difference in our experience. They turned a bad experience from 2 years ago to a destination spot we want to keep coming to. The staff was wonderful, the hotel was very nice. A special thanks to Lorena Gerente de calidad, Lupita, Christian, Christina from sales, Cesar the waiter from Ayami, the ladies at the spa, Diana and Jessica our concierge. We would definitely recommend Krystal Grand Cancún.

Elizabeth Orea was a wonderful server at the Italian restaurant!

Very nice experience, service very nice and entretaining.

Nada

La comida espantosa muy mala lamentable

Cesar from Ayami restaurant really looked after us. Fabulous waiter

It was a good experience the place and staff make you feel comfortable. The food is good but the portions are a little small.

Krystal Grand Cancun Resort — Honest Review Stay details: July 28–August 1, 2026 (peak summer season), 4 nights, family of five (traveling with husband, sons ages 18 and 20, and son’s girlfriend, age 20) in two Altitude (preferred level) suites — one double-double, one king. ROOMS: Rooms were clean but very basic in terms of décor and amenities. Our street-view suite (double-double) ran extremely hot — the bathroom’s frosted glass seemed to trap heat and light from the sun, so we kept the bathroom door shut and the drapes closed at all times just to manage it. Concierge staff in the Altitude lounge were responsive — they sent maintenance and later a floor fan, which helped marginally — but the room never actually cooled off. By contrast, our son’s ocean-view suite stayed at a comfortable temperature the entire stay. Takeaway: the street-view exposure was the clear culprit, not the room type itself. Note: Room service is available free of charge, but for Altitude guests only. DINING: Reservations are required for dinner at the three main restaurants — Risotto (Italian), The Grill, and Ayami (Japanese/Hibachi) — booked via QR code. Reservations technically open at 7am for same-day dining only (no advance booking), though the code actually started working a bit earlier in practice. The Grill and Risotto were never open the same night, so realistically only two restaurants were available each evening. The buffet is open for all three meals and requires no reservation, though we’d only recommend it if other options aren’t available — more on that below. The standout exception was the French restaurant (Le Delice) — Altitude/adults-only, open select nights, and bookable in advance directly through the Altitude concierge. It was by far the best meal of the trip, both food and service. ∙ Ayami: visited twice (once à la carte and once hibachi) — food was good, and the service was genuinely excellent both nights ∙ The Grill: visited once — food was mediocre ∙ Buffet: visited once, for lunch — food quality was disappointing and not up to par with the rest of the resort’s dining ∙ Le Delice (French restaurant, Altitude-only): exceptional in every way ∙ Altitude lounge breakfast (à la carte or buffet): excellent food and service every single morning POOLS: Three pools total: ∙ Main pool: large, with a swim-up bar and poolside lunch service (burgers, hot dogs, nachos, quesadillas, ceviche). Staff here were hard-working and attentive. As is common at family resorts with swim-up bars, it was heavily populated with children at the bar area. Special shout-out to Fernando, Alejo, and Diego — they were running nonstop for everyone and took amazing care of guests. ∙ Middle pool: quieter, overlooks the main pool ∙ Oceanside pool: adults-only, Altitude guests only, ocean view — where we spent most of our time. Service here was disappointingly inconsistent for a “preferred” pool; several other Altitude guests echoed the same complaint, and we often ended up walking to the main pool for drinks instead. One notable disappointment: the resort advertises the Moskito Beach Club as an Altitude-exclusive beach area with its own bar. We checked this area multiple times throughout our stay, and it was never open. BEACH: Attractive beach area with a beach bar (drinks only, no food). ENTERTAINMENT: Fairly minimal. The resort app listed daily activities that frequently didn’t happen or were listed inaccurately. A DJ played outdoors a couple of nights. Bars were plentiful, so drinks were never an issue — just not much in the way of organized activities. LANGUAGE BARRIER: Despite many previous trips to Mexico, this was the most noticeable language barrier we’ve encountered at a resort. Altitude concierge staff spoke English well, but English was limited elsewhere among staff. The guest population appeared to be predominantly from Mexico, suggesting the resort is oriented primarily toward Spanish-speaking travelers. BOTTOM LINE: 1. Book Altitude-level, ocean-view rooms only — this is a must, not a nice-to-have. Altitude access also unlocks free room service, the best breakfast on property, and the excellent French restaurant — without it, you’re looking at a much more basic resort experience overall. 2. Good value for a budget-friendly resort — go in with realistic expectations; you get what you pay for. 3. Expect a language barrier and plan accordingly. 4. Don’t count on the Moskito Beach Club — despite the marketing, we never saw it open during our stay.

Yahaira and the rest of the cafeteria crew were amazing! Very warm and friendly experience.

We had an amazing stay! The service was excellent from start to finish. A special thank you to Mariana and Paola at the front desk, they were incredibly kind, professional, and helpful. They assisted us with changing our room and made the whole process easy and stress-free. Their care and attention really made a difference.

The first room we were assigned was quite noisy. We would kindly suggest checking the room doors to ensure they close tightly and provide better sound insulation, as noise from neighboring rooms can be disruptive. We appreciated that the staff quickly helped us change rooms, which greatly improved our stay.

It was convenient, affordable and in a central location. Almost everything was convenient and within the immediate areas unless you’re an adventurous person like me. If you don’t like the main pool, you can utilize the other ones except the VIP. There were small gift and souvenir shops within the resort. Staff is around to assist around the clock, my room was ready upon arrival and it was very spacious. There was not a lot of noise, the breeze and views were amazing. The beach was clean and the staff were very attentive. The absolutely best part was the SPA. Definitely worth every single PESO! This was my first ever massage and facial. When I say the staff helped me choose the right package and treatment for my skin. The session from Consuela was A++++. I couldn’t have asked for a better experience. I got a deep tissue massage that I didn’t even realize I needed! A vibe for sure!

Although everything was good for the most part, I noticed that it took a while to be “respected” but once completely settled in, it felt a bit more comfortable. The room could have used a bit more TLC with floors, “complete” linen changes and security. The balcony door did not completely lock and there was no security latch on the door so I made a makeshift latch. The internet was spotty and the food was TERRIBLE! I came to Mexico to eat MEXICAN FOOD. If I wanted lunch meat and cottage cheese I could have just went to Food Lion! All of the restaurants were almost inaccessible due to booking(or so I was told) or menu choices. I wanted a fajitas, tacos or something. The resort had not one of these in sight. Food was TRASH and I was starving. The only thing I could stomach was the breakfast but still no good meat options. I eventually walked to get something decent. The only other thing is by the end of the last night while I was relaxing on the balcony, there was a roach and I don’t know maybe it’s normal there but certainly not normal for me. I ended my night early and ran into the room.

Excelente vista al mar

I liked it :). The staff was nice and the food is good.

La atención al cliente es muy buena, en todo momento se cubrieron nuestras necesidades, dudas y peticiones con amabilidad y profesionalismo, el lugar es limpio y la comida buena.

El único problema que tuvimos durante nuestra estancia fue la perdida constante de la señal del Internet incluso dentro de la habitación, era intermitente.

Beautiful location, friendly service, cafe with pastries and sandwiches open 24 hours, buffet and restaurants. Yahaira at the cafe was sweet and friendly! Drinks were great at the main level on your way out to the beautiful scenery, The rooms were cool and the sheets were soft. Great value for an all inclusive resort. Cons: We had to make reservations for restaurants, and if you miss the window in the morning, you’re out of luck. The hotel lobby and elevators are hot! They keep them off to allow for guests who are coming in from the pool to be warm.

Very good hotel, clean and nice people

We had Elizabeth as our server in The Grill and she was amazing —very attentive, sweet and made sure everything was good with our food. We loved her!

habitacion hermosa

desayuno muy basico

La limpieza

Muy malo casi todo, la comida super repetitiva y de baja calidad un edificio de 14 pisos con solo 3 asensores pequeños y sin aire acondicionado, las listas de espera para los restaurantes

Limpieza, atención de los meseros.

Han sido 7 ocasiones que me hospedado en ese hotel y regresábamos porque el servicio era muy bueno ahora ya no les platico porque: antes llevaban alimentos a la playa ahora ya no, tienes derecho a un día las camas frente a la playa pero te permitían ponerte en lista de espera aún cuando ya habías usado tu turno, es decir, si no se ocupaban te la asignaban, ahora ya NO porque quieren que les pagues $1600 el día, el servicio del desayuno las opciones son limitadas, la cerveza era en lata ahora solo de barril, en las ultimas 4 ocasiones en la barra no les sirve la licuadora por si deseas algo es todo a mano, hay unos camastros que tienen con una sobra adicional pero las tienen acordonadas, si las quieres debes pagar $1600 el día.

The location is great, it is an all inclusive, so they do cover that part well. It is right next to a nice beach and walking distance to cocobongo. While the food not being awesome, there is a good variety. The e-concierge was very responsive and helpful!

Anything that you need staff for. They are very VERY slow to do anything. Plain water is hard to access. And the worst thing was the elevator, which was the slowest I have ever seen in my life, and even worse with the heat.

Beach access with loungers and the view.

Bed was hard, a/c barely worked so was hot in the room No ac throughout the lobby. Hot as heck Elevators very slow. Food wasn't great but edible an drinks were weak

The check-in process was easy and simple.

Facilities close.early including the pool and bars. Restaurants take extremely long time to bring you your food and it is very hard to get a drink at the bars. The overall experience lacked in fun not a lot of activities available. The pools are small and too warm. One of the days it was 90° F outside and to pools were so warm that it did not feel comfortable. We tried going to the beach instead but it has an awful smell. Overall this property was overpriced for what it offered.

The location and food and drink options were great. They hosted a fantastic July 4th celebration with bbq, ribs, hot dogs, hamburgers, desserts, nachos, and salads. The event even had fireworks at the end and the red, white, and blue decorations were awesome. It was fantastic!

The hot water ran out for our showers two out of the four days we were there.

Cuarto con olor a húmedo fuerte!!! Cuarto sin lámparas de mesa de noche, sin adornos se me hizo muy viejo

‏הבריכה הייתה נחמדה והמיקום מצוין קרוב לברים ומסעדות.

השהות שלנו במלון "קריסטל גרנד" הייתה לצערי לא נעימה בלשון המעטה. הרגשנו שהמלון אינו עומד בציפיות ואף אינו מספק את התמורה הבסיסית לכסף. להלן הנקודות המרכזיות שהעיבו על החופשה שלנו: בחדרים: ניקיון ואווירה: בחדר היה ריח קבוע ולא נעים של אוכל (עוף), שלא התנדף. בנוסף, הניקוז במקלחת היה לקוי לחלוטין, מה שגרם לכך שנאלצנו להתקלח בתוך שלולית מים. תחזוקה ונוחות: המיזוג בחדרים חלש מאוד ולא מקרר מספיק. המזרנים הם מזרני קפיצים ישנים ולא תקינים שפגעו באיכות השינה, והמצעים היו בלויים ומחוספסים באופן לא נעים, במיוחד ציפיות הכרית. מתקנים ותקשורת: מעליות: המעליות היו חסרות אוורור והפיצו ריח טחוב ודחוס, מה שהפך את השימוש בהן לחוויה לא נעימה. Wi-Fi: תשתית האינטרנט רחוקה מלהיות תקינה. בכל יציאה מהחדר או מעבר בין מתחמי המלון החיבור מתנתק, ומחייב חיבור ידני מחדש בכל פעם – זאת למרות שהמכשירים מכוונים להתחברות אוטומטית. זה הופך את השימוש בטלפון ובמחשב למטרד מתמשך. חוויית המסעדות והשירות: הנושא הכואב ביותר בשהות שלנו היה מערך ההסעדה. המלון מציע 3 מסעדות לארוחת ערב, אך בפועל, בכל ערב אחת מהן הייתה סגורה. חוסר בארגון: אין אפשרות לבצע הזמנה מראש, מה שיוצר תורים של שעה ויותר בכניסה למסעדות. שירות לקוי: המסעדות סובלות ממחסור חמור בכוח אדם (לרוב רק שני מלצרים על כמות אדירה של סועדים). כתוצאה מכך, המלצרים לא קשובים, הזמנות מגיעות בצורה חלקית (אם בכלל), ואין התייחסות לבקשות. באחד המקרים, לאחר שעה של המתנה לקינוח, ופניות חוזרות ונשנות למערכת, נאלצנו פשוט לוותר ולעזוב בתסכול. מדיניות תמוהה: במסעדה האסייתית, למרות שמדובר במלון "הכל כלול", הופתענו לגלות שהמלצר מגביל את הסועד למנה אחת בלבד. למסעדה האיטלקית כלל לא הצלחנו להיכנס בשל התורים הבלתי סבירים.

I and my family have come there for years. The food was better this year. (Last fall, the food was not great, and resturants weren’t open at times) I love the hotel and love the people .

Just happened to be awful weather and tons of stinky sea weed. But that can’t be helped. I did go for a special occasion and my conserige Jose, did everything he could to help me since the weather was bad, but the management would not budge. Pretty unkind of them and ridiculous. (Celebrating what would have been my 50th anniversary with my husband if he hadn’t passed away the year before.. but I wanted/needed to be there on the day and honor the memories I had!) If it wasn’t for the great other people, I probably wouldn’t return.

Normal nada fuera de lo común para el precio

Los restaurant de buffet , no cambia es los mismo, y si yo me hospedo en altitud , deben atenderme ahí mismo, nos mandan al buffet comun donde van de todas las familias O sea no hay distinción por lo que pagaste, no tiene estacionamiento suficientete tiene que estacionar en la calle, creo que el valor de lo que pagué es muy caro por las instalaciones, se están deteriorando , yo fui a ese mismo hotel hace 7 años y nada que ver con las instalaciones de ahora, que no superaron mis expectativas

Caesar at the Ayami was amazing best waiter ever!!

Easy booking, straight forward property, good amenities. Hibachi experience at Ayami is very good!

Gostei da localização e refeições disponíveis

O tamanho da cama de casal, muito estreita.

It was worth every penny spent on it, especially the all inclusive package made it so easy and fun

Nothing

This was absolutely amazing. Ambar was my therapist and she's small but her hands were so powerful 10 out of 10 I would definitely recommend!

La ubicación cerca del Centro de convenciones.

En general el hotel no está limpio, las habitaciones con muy incómodas, los aires acondicionados requieren mantenimiento. El restaurante es muy incómodo por el calor que hace y no prenden el aire y en 3 ocaasiones nunca se acercó un mesero a ofrecer un vaso de agua.

Krystal Grand Cancun is located in a beautiful area. The staff is very friendly. However, there are several concerns. Swimming in the sea is impossible due to the heavy presence of sargassum, it is difficult even to approach the water. In previous management responses to guest comments, it was mentioned that sargassum is a natural occurrence at this time of year. For comparison, Playa Delfines, a public beach, is much cleaner because municipal services consistently remove the seaweed. Last year, during the same season, I stayed at the Oleo hotel, where staff regularly cleared the sargassum with equipment, keeping the beach accessible and pleasant. At Krystal Grand, the pools provide a good alternative, though on one of the days they were closed due to technical reasons. I also agree with earlier reviewers regarding the limited entertainment options and the slow elevator without air conditioning. Overall, the hotel has many strengths, but there are areas where improvements could greatly enhance the guest experience.

Ceaser at the risotto resturant made our dinner experience excellent. Food was great here but ceaser is the reason this is my favorite resturant at the resort

We ate at the Rissotto restaurant and thanks to our server Ceasar it was one of the best experiences I have had in a long time. If you get the chance ask for Ceasar to take care of you.

I had a great time here the views are immaculate the entertainment team made my days at the pool, shout out to Naomi and Rene for being so amazing at your job !! Also the bartenders are so friendly and dedicated, shoutout to Kevin, Javier, Victor, Fernando and Kristian. They all worked so hard to make sure we enjoyed our trip and were so friendly and respectful!! Also side note, the resort cat Tequila is SOOOO CUTE I wanted to steal him. Will be back

Ayami is their asian kitchen and by far the best waiters and serververs If you ever go reserve their teriyaki rice show you will love it Cesar was the best bringing our food and giving us recommendations Ask for him and he will give you a good stay

The highlight of our stay were a hostess to the buffet, Isabel and Jocelyn. Right away they learned our names. They were wonderful to my wife as well as to myself. They really helped making our trip special.. The hotel was under construction, which caused some difficulties, but the staff I gotta say really went above and beyond. Have you ever found the missing yoga instructor?

We booked our stay at the Krystal Grand Cancun expecting a comfortable and relaxing experience consistent with the resort’s advertised “4+ star” reputation. Unfortunately, what we encountered was one of the most disappointing hotel experiences we have ever had. We travelled to Mexico for a medical-related trip and specifically selected this property because my girlfriend required a clean, comfortable, and stress-free environment for recovery. Instead, the resort created unnecessary frustration at nearly every stage of our stay. The experience began with an almost five-hour check-in process. After travelling all day, standing in a chaotic lobby for that length of time was unacceptable. Even once we finally received access to our room, the key cards stopped working repeatedly and had to be reprogrammed four separate times throughout our stay. The resort itself is severely misrepresented online. The rooms are shockingly outdated, bare, and depressing, resembling prison cells more than a modern all-inclusive resort. The elevators are extremely slow, poorly ventilated, and uncomfortably hot. Wi-Fi service constantly cuts in and out, which becomes particularly frustrating when trying to coordinate excursions, communicate with family, or handle work remotely. Cleanliness and maintenance across the property were far below what should be expected from a resort at this price point. Lounge chairs around the pool and beach areas were frequently covered in bird droppings and visibly dirty. Pool tiles are literally coming apart, creating an overall feeling of neglect throughout the property. Housekeeping was inconsistent and careless; hand towels and face towels were rarely replaced unless we specifically called to request them daily. The minibar “restock” consisted of a single beer, which felt almost comical for an all-inclusive resort. The beach situation was perhaps the most disappointing aspect of the stay. The shoreline was overwhelmed with seaweed to the point that the beach became effectively unusable and emitted a strong sewage-like odor. What made this even more frustrating was that neighbouring resorts were clearly maintaining and cleaning their sections of the beach while Krystal Grand appeared to make little to no effort whatsoever. We specifically chose Cancun for the beach experience, and instead we were left with an unswimmable shoreline and a constant unpleasant smell. Dining operations at the resort were equally frustrating. Restaurants do not accept reservations, yet only one of the three restaurants was consistently open each evening. This created nightly wait times exceeding an hour simply to have dinner. At the buffet, service was extremely limited, with guests often needing to retrieve their own drinks because servers rarely came around. The entire dining experience felt disorganized and understaffed. Several policies throughout the resort were simply baffling. Adults are prohibited from using the billiards/poker games room because it is apparently restricted to children aged 10–17. Imagine arriving at an all-inclusive resort only to be told that adults cannot play pool or foosball. Drinks cannot be taken outside the bars in proper glassware and are instead poured into flimsy low-quality plastic cups, including hot coffee. These may sound like small details individually, but together they contribute to an experience that feels cheap and poorly managed. The sales tactics surrounding the “premium membership” presentation were also extremely misleading. We were promised a specific excursion discount in exchange for attending a sales session, only for the resort staff to attempt substituting it with a completely different and significantly inferior excursion afterward. It felt dishonest and manipulative. After returning home and reading additional online reviews, it became clear that many of these problems are not isolated incidents. Numerous guests have reported extremely long check-in times, elevator breakdowns, maintenance issues, seaweed problems, overcrowding at restaurants, and misleading sales presentations. Several reviews specifically mention poor beach maintenance, long waits for dining, slow elevators, and underwhelming room conditions similar to what we experienced ourselves. Cancun is filled with genuinely beautiful resorts at similar price points that take pride in maintaining their facilities and delivering quality guest experiences. Krystal Grand Cancun is not one of them. The property survives largely because of its location, not because of its service, management, or quality standards. We rarely write negative reviews, but this experience was so consistently disappointing that we feel obligated to warn future travellers. If you are looking for a clean, relaxing, properly managed resort — especially for an important trip or recovery-related vacation — I strongly recommend booking elsewhere.

Our Barman Christian was really friendly and really good, and made our holiday! Thank you!

Location was fantastic shame about the sargassum Atmosphere was active around the pool was good very nice staff at the restaurant were lovely and pool area. Thank you to Isabel and Josecelin were fantastic thanks again Room wasn’t great because we were facing a big hotel and there generators the noise from that was bad sleeping was terrible noise all the time rooms felt damp smelt damp room clear very day

Comida . All inclusive que não tem nada .

El calor dentro de los ascensores

Localização

Falta de opções gastronômicas, atendimento péssimo e muita desorganização.

All inclusive is worth the price

Check out. And when I wanted to bring someone to my room that I was visiting I had to get them a wrist band .

Such a great experience! Service was unbelievable, especially Yahaira in the coffee shop and Alejo our server by the pool. Thank you so much to both of you, plus the rest of the staff for making our honeymoon an unforgettable experience.

Yahaira Always friendly, excellent service

Lovely holiday Met amazing people Lady in the cafe is so lovely Would highly recommend

Yahaira was amazing! she works at Take a bite!

Cesar in Japanese restaurant was excellent 👌🥹 We made the vibes we need it for our anniversary trip, it’s the second time visiting this hotel and everything just fine so far. Foot it’s nice, beach this season was a little bit more wild than before and also we had some seaweed when we arrive, beach looks so much better today. Drinks should be better maybe more natural and less flavored syrups … I’m done with trying them. For people not that picky in that it’s ok I guess. Everything else it’s comfortable, almost every personal it’s nice and helpful. We like the area we’re this hotel it’s located and also that we can relax and not very noisy in the room.

Great service, specially at the altitude bar!

First, this a hotel, not a resort. As such, about 90% of guests are Mexican. So, the food is largely designed for Mexicans. Lunch items are heavy, more like what we might eat for dinner in America. The beach is state owned not private, so guests from other hotels on the strip can walk down and enjoy your beach. Smoking is allowed on the beach. We enjoyed the beach (except the smokers). Breakfast at the buffet is good. Not impressed with the restaurants so we ate mostly at the buffet. As we were checking in, they suggested we stay at the Altitude Tower for an additional $800.00 US. We didn't accept and were given a room on the top floor right beside the elevator they were working on. So, for the week, we heard jackhammering and banging whenever we went to our room, except after 8:00 pm. There was no chicken wings, crab legs or lobster. No potato chips, pretzels or snacks available at all. The tortilla chips had no salt on them. We would not return to this hotel. Next vacation we will look for a 5 star resort which caters to either Americans, Canadians or Europeans so as to have more options for food that we enjoy.

Best food at the resort. Our waiter Aaron at the Italian Restaurant was 10/10. Highly recommend!

El personal muy amable y servicial. La habitación muy linda, limpia y cómoda. El hotel con una ubicación privilegiada. Al hacer el check out nos cuidaron nuestro equipaje y nos permitieron usar las instalaciones, comer en el buffet y solicitar bebidas en el bar del lobby, lo cual aparentemente es un privilegio de esta reservación. Regresariamos sin dudarlo!

Krystal Grand Hotel – Stay Away Rarely write reviews, but this was bad enough to warn others. Advertised as a 5-star—we paid ~$400/night—and it’s nowhere close. Quiet room requests were ignored (twice), and we were first placed facing loud nightclubs until we complained. Rooms are old, small, with peeling paint; we had a strong sewer smell and had to switch rooms, plus drainage issues. Elevators are slow, overcrowded, and one was out with construction dust leaking out. Food is poor with long lines and questionable hygiene; drinks are low-end and cups appear reused. Pool is small, gym is underground, and better areas are restricted. After all this, they still tried to charge for late checkout. Don’t be fooled by the photos—this is not a 5-star hotel.

Tratto di mare e piscina a sfioro.. La suite all'altitudine merita

Cibo, non particolarmente buono

Excellent food and flavour, Caesar provided lovely customer service for evening will be revisiting

Muy buena atención en general , ubicación , restaurantes a la carta, bares. Torre Altitude

Falta mejorar el servicio de animación y actividades de entretenimiento en el hotel: la app no está actualizada en ese rubro. La playa al Ser céntrica se llena de mucha gente y cada uno con sus parlantes…incluso los mismos huéspedes del hotel llevan parlantes a la playa y de a ratos era molesto (porque se mezclaban varios generes musicales 🙄) .

Location: great / Atmosphere pleasant/. Rooms good / Value of money Good / Cleanliness great / noise level soso / Services were very good. JOSCELIN & ISABEL from Buffet Restaurant were amazing and Friendly, they were very friendly nice and accommodating. All the staffs were very nice and pleasant. BEACH is Amazing, pool was clean too. We had a great time staying at Krystal Grand Cancun Altitude level was amazing.

The staff were very friendly and welcoming at the krystal grand cancún all inclusive. They always made sure you were having a good time and making sure you had enough drinks and food at all time The location is lovely with a beach view and Krystal clear waters. Definitely recommend staying here

Todos hacen lo posible porque estés a gusto

Tal vez la cama

A great Location the beach is beautiful and clean, we didn't come across any seawead as they really kept up with the removal first thing in the morning. Theres lots of beds available on the beach so no need to panic. This hotel if in the main Hotel.The standard rooms were fine yes a few little things like abit of rust but otherwise clean spacious amd comfy. nothing special. apart from being in the main building close to the bar, breakfast and buffet area as well the kids games room could do with some renovations and attention to detail. The staff at the hotel apart from Reception (very slow)were amazing. Kitchen diner staff i will also write this on Google reviews because they deserve the recognition. Erik, Aaron,Elizabeth,Josaline,Chef Fransisco,Alex ,Miguel,Diana, all individually stood out with going above and beyond for us, especially as we are vegetarian. Every day we were greeted with a friendly smile and we couldn't be more grateful at how much they looked after us.Alejo by the poolside has been extraordinary he so friendly caring and attentive was so nice seeing his happy face he had a day off whilst we were there but his colleague Antonio was very helpful . Overall It was an ok hotel good for your 1st time in Cancun as we wanted to go out on excursions. Everything is in reaching point . I would stay here again but do think they need to renovate the rooms in the main building to get it upto a 5star.I hope the staff members I have mentioned get the recognition they deserve they make your holiday and not only do their jobs brilliantly but go above the expected standard. The hotel has some great evening entertainment. The one thing I did find abit slack was the entertainment team, they don't really interact with the visitors I have been to other hotels and entertainment build such a relationship that everyone wants to be involved. I would suggest that to be improved just coming into the pool doing a dance/exercise amongst the team and then leaving seems abit pointless. They never introduce themselves so dont know their names to call anybody out. The hotel is clean and calm. The little deli where you can get coffee in the morning needs more staff as the line backs up and one person doing everything in peak hours can be a put off. Overall small adjustments would make this hotel amazing.

Went to the Hibachi Grill. Food was 10/10 Hostess laura, server Aaron was brilliant and so helpful. Star of the show was Rocky on the grill ! Will 100% be back. Great all round

A coffee station (other than Starbucks) should be included with the resort. Entertainment is weak & minimal. Altitude Tower worth the upgrade. Beach is beautiful! The Grill Restaurant has classy, well trained employees. Elizabeth Orea handled each table with dedication & knowledge of the menu. Worth a visit! Food delicious.

My third time staying at this resort…..definitely a different experience. Many restaurants not open every evening…..food was very good and service was excellent. As far as housekeeping…..random walk ins several times during our stay with a brief knock. Not enough time for us to answer the door…..often not appropriate to have someone enter our room. Upon arriving, our room was not ready. During this time, we were harassed by sales associates to tour the facility and watch a presentation.

Had a great experience at Krystal Grand Cancun! We were a family group of 22 people. Beach is incredible! Calm, clear and so blue! Sand is powdery white. Beach service was awesome, shout out to Antonio who kept the drinks coming and was so quick on lunch service. Resort was clean and common spaces were modern and welcoming. Food in all the ala crates was delicious and the buffet food was also great and abundant. Isabel and Joscelin never made us wait and seating was prompt with beautiful views. Breakfast being a favourite of mine was amazing with lots of fresh fruit and so much to choose from. Very few downsides to the resort. Only things I could complain about if I had to we’re the rooms, very bare but clean with little to know soft lighting. No bedside lamps or floor lamps, just a few pot lights and then lights in the bathroom and vanity. The elevators were also small and not enough, especially on check in and out days. But otherwise, we had a great time and would come back!

Lovely resort. Shout out to Joscelin at the buffet. Always pleasant. We will be back.

The Krystal Grand might’ve been grand 20 years ago,, but all the on site properties need a face lift. Staff, food, location, beach, recreation, most amenities were all good. The nightly entertainment was minimal, the building elevators were slow, un air conditioned and someone was trapped in one for two hours. We moved from the 11th floor to 3rd floor for safety reasons. There was a lot of drilling and sledge hammering during the day, as they are installing “one” new one. There was excellent cleaning on going, playground for the kids, kids lamp, sports, indoor games, but no tennis or pickleball. Time share sharks were always around promoting the Altitued building and their deal? When all is said and done it was a good price for what we received.

This was our family’s second trip in as many years to Krystal Grand in Cancun. We had high hopes based on our wonderful experience last year, and this trip did not disappoint. The facilities and grounds are wonderfully maintained, the ambience inside and out is beautiful and makes for wonderful photos, there is a fantastic variety of delicious food all over the resort, and the staff are so incredibly warm and friendly. Every staff member that we interacted with each day was kind and helpful from the moment we arrived until we left. The location is fantastic because it provides access to the best portion of the beach available on the strip. It is walkable distance to the city center, but provides welcome distance from the noise of the more central hotels. There are lots of activities and events throughout the day to keep things fun and interesting, and the gym is one of the best I have used anywhere I have traveled. The rooms are spacious, bright, charming and clean. The beds are comfortable and the bathrooms provide ample space. Overall, it is a wonderful value for the experience. This is a vacation that our family looks forward to every year and it has become an annual tradition thanks to the wonderful people that make this place so warm and welcoming. Special shout outs to Isabela and Ernesto at the buffet, Elizabeth O. and Nicole at the restaurants, and to Rene and Joshua from the entertainment team. Seeing you every day brought joy to our hearts. Thank you to you and the entire team for being who you are.

Worth every penny. Everyone is very lovely . Big shoutout to luis and Alan delivering room service every morning with a smile. Cannot fault anybody . The rooms were just what u needed and clean. Thankyou to josias Only thing to say is it can be a little noisy at night of course . Had an issue with drunk men banging on our door. But phones down reception they was happy to assist straight away. All staff here work so hard and deserve a pay rise Thankyou

Returned April 12th 2026 from the Krystal grand Cancun , the trip started with a huge flight delay , Sunwing is not Sunwing anymore since West Jet bought them out , not the hotels fault , however when we arrived exhausted , we were put in a room that we did not want it was a downgrade from what we paid for looking at the back of an other Hotel , we paid for Altitude Ocean front , they reluctantly moved us up 3 floors to the same room but on the 10th floor air conditioning did not work nor did the safe , I called down service person will be there in 10 to 15 min after an hour and a half I went down to the front desk , same girl and I asked if anyone was coming to fix the AC and the safe , she said he went there and we were not there , I said that's a lie and I was full of sweat from sitting in basically a green house with no air conditioning , finally 2 hours later everything was fixed , now from paying 50.00 extra per night for and early flight it was now 4 pm so we lost that day . went to the pool for and hour that's day one done. , I got no where complaining at the front desk , and to top it off I went looking for the Sunwing rep and I was told they do not come to this hotel to phone the concerns number , so I did and I was told no Sunwing does not move hotels ?? so in my mind 5 grand just went down the toilet , really still not the hotel's fault except the attitude of the front desk person in the beginning , so I decided to to make the Best of it , , now the Hotel, Staff Great and very nice , Bars Servers House keeping , no problems there , Beach the best , I stayed mostly at the adult pool . service there was hit and miss , I managed to ask for a bucket of Ice and got cans of beer at the altitude lobby bar which saved my sanity , the Draft was terrible XX dark ?? who does that ? now the food , buffet smallest I ever seen in all my travels and food mostly cold , and lacking seasoning , as was the food in all the restaurants but I brough my own salt and pepper etc. Over all I made the best of it however I would not return , food to repetitive drinks Meh .. for what I spent I would most likely return to the Iberostar chain , resort size perfect location and staff perfect . you will have a nice time there but for me , no returning . the new Sunwing the Walmart of vacation companies ? NEVER AGAIN !!!!

We would have like to see more entertainment, we were here for 13 days. Also the elevators were an issue, long waits and very hot inside. Because of the length of our stay we only visited the restaurants 1-2 times the buffet was amazing and all the staff were great. Outside and inside. The buffet staff Aaron and Diana remembered us each time what we needed with my husbands mobility issues and our last name. Special cake on our last day! We will be back hopefully this site continues to grow and improve with the above issues noted. Thanks

The property was clean and had several dining options.

One of the elevators was out, and there were some construction noises.

Yahaira, Very good service at the “Take a bite” and very tasty.

It was a short trip. The food was very good. The beaches are amazing. Any issues were corrected immediately. The lobby bartender named Christian was the best. He definitely made the trip worthwhile.

Yahaira was a fantastic barista! Service and coffee was always great 👌🏼

We just returned from a week vacation at the Krystal Grand. It was our first time at this hotel. We were shown around the grounds by the time share people when we first arrived. They asked if we wanted to go and see the Altitude rooms but we were not interested and they didn't push. Check in was at 3pm but we didn't get to check in till 4 pm which was fine because we went to the buffet for lunch. We had standard king room with partial ocean view on the 11th floor. The room was fine , the only issue I had was that they did not come around with water and beer to fill our fridge 2 out of 7 days. I called a few times they said they are on their way and no one showed up. The elevators took a long time to come to our floor and one elevator would stop on 7 and 1 every time with no one getting on or off. They are putting in a 4th elevator. The hotel grounds are clean and well kept. Many chairs and umbrellas around the pool and at the beach. Pool bar had a variety of drinks and the waiters that walk around to bring you drinks work very hard. The buffet had a wide variety of food to choose from. Isabel and Jocelyn were always smiling and very pleasant when you arrived. The ala carte restaurants are under staffed for the amount of people they have at one sitting. The food at the Italian,Japanese and the Grill was delicious and would strongly recommend to go there. If you are in a wheelchair or handicapped this hotel has many stairs so might be hard to get around. I would definetley return to this hotel.

So dissapointed! Food was the worst. Pretty much pig slop. Very noisy til late at night. Elevators super slow. Pools were freezing cold. No entertainment at all. Would not recommend this hotel to anyone.

Here at Le Delice you will absolutely get the French feel. Food is fantastic. Service from Zacarias was phenomenal. Here are your must haves…cheese plate, arugula salad (pears are mind blowing), French onion soup, beef medallions, and apple tartin. You won’t regret it. Thank you for the great experience.

Dinner at The Grill was fantastic. Our server Elizabeth Orea was GREAT! Very prompt with our food and drinks were never empty. We never had to ask for a refill. She was very friendly and welcoming. If you ever stay at Krystal, The Grill is a must eat.