Krystal Grand Cancún — Hotel in Cancún

PLEASE READ BEFORE BOOKING!!! We stayed here a few weeks ago. Never thought I'd be writing my first bad review online, but here I am. My hope is this review can help you not make a rash decision and that you move past this place on your search. I am giving it 2 stars on behalf of the 3-4 people that actually tried to help us out and treated us well. If not for them, it'd be a 1 star. Honestly, I can't blame the staff for being rude, unhelpful and in an bad mood, since I'd be too if they had me working in such conditions. First off, as you can see from many of the other reviews on here, the bad AC is a HUGE problem. The bigger issue however, is that they know they have a problem but they still allow guests to book!!! They informed us the issue was so, due to the Beryl storm passing by, but come to find out here, even 2-3 months ago, the AC was an issue. Go figure! Next, most of what they promise and promote is a lie. My husband and I booked a room in the Altitude tower (promoted as a "higher-end" more spacious, updated room). Their Altitude tower rooms are amazing...if their AC ACTUALLY WORKS!!! A couple we met in the eating area told us they had to buy a fan at a store in order to survive the heat with their children, for crying out loud!?! They promise perks and exclusivity for paying more for a more spacious, updated room in the Altitude tower, such as a quiet, exclusive pool without children etc. yadda yadda. Not true. Anyone from altitude or main tower can come to that pool and they don't check. I told these people from day 1 and 2 out of 8, that the AC was not working in our room. Nothing was done. On day 5 we are met at the lobby by the altitude tower concierge after getting back from an outing, to her telling us that they have shut off the AC for the whole tower "so all the air can circulate towards the main tower" and that we now need to move to the main tower. We are moved to a smaller, oudated, bad, shockingly enough, HOT room at the main tower!!! I tell the altitude tower concierge hey lady, I told you all about this issue since day one, can I at least have a fan. "Yes ma'am, we will take you one ma'am. And if we can't find one, we'll take you this one ma'am." Ask me when we got a fan??? NEVER!!! So I call main tower guest services and tell them I still need a fan. Ulises from guest services, thanks for nothing sir. He sends the maintenance guy, as a puppet to put up a show since the guy knows nothing can be done about this, and the room continues hot! It is also true, if you are a party of two at the buffet, good luck as the waiters tend to wait on the bigger parties for some ODD reason. Aywhere and everywhere is hot, the lobbies, eating areas, specialty restaurants, deli, with the exception of a few restrooms, gym, Italian specialty restaurant and their convenience store. At the deli cafe (where not all is included in the "all-inclusive" plan) I couldn't get a free deli product one night because "the guy who counts the products hasn't come by yet" LOL!?! All in all, there are two selling points (trickery) to this bad hotel which are: their location and their beautiful beach. If you are willing to come back from the pool, your excursions, trips to the mercados, into a hot AF room, then this is your hotel! But, if you are unable to wake up in the middle of the night, at 3-4 am to take a cold shower in order to survive the heat, and on top of that, not have a helpful, curteous staff go above and beyond for you as a guest, please make a hard PASS on booking this hotel! Hope this helps. I wish I would have read up on the reviews more and you can! Y para los que no me entendieron, no vayan a este hotel si no pueden sobrevivir el calor de un cuarto con aire acondicionado mediocre. Muy bonita la torre altitude y sus cuartos, pero jamas podran llegar a ser de una categoria mas alta, si no sirve su aire. Gente, tendran que estarse dando una ducha con agua fria todas las noches para poder dormir! Ojala y cambien sus aires, y talvez serian un hotel de tres o cuatro estrellas, como segun se hechan las...

Please believe the reviews of the Krystal Grand building - the lobby is nice and the archicture is somewhat pleasing to look at but after all that the whole place falls apart. 1 person checking in dozens of people, Now also imagine that coupled with people also waiting to speak to a representative about any issues they have with their stay, trust me the wait is appalling. The mould smell theme you see mentioned in most reviews is true aswell, the rooms are just completely riddled with the smell it’s actually unbearing so we bought air fresh sprays. We couldn’t leave the balcony door open because bugs will certainly get in and you will wake up with marks on your body. We were excited for this trip because we waited all year and I was celebrating my birthday. The day after my birthday me and my partner woke up severely poorly with bad coughs, tight chest and a stuffed nose. We do not sleep with the air conditioning on because we are both asthmatic so we couldn’t understand what brought this on, later on though we discovered that the water coming from the sink tap was brown, and aswell as the shower was gushing out brown water - at first glance you do not notice but when the water pooled under my feet I realised it was brown also. We complained instantly and were given another room (remember I mentioned reception is constantly congested with people so it practically took all day for us to finally get some sort resolute.) Lost a whole days worth holiday because of this, disgusting. Our first room was on 10th floor which they then moved us to the 6th floor - guess what ? This room smelt like mould too so I declined and said that I wanted a clean room that did not smell, nevertheless the manager and myself headed back downstairs where I was told to wait in the old room until they found a suitable room for us (This took more than 40 minutes and in the end we got fed up of waiting and wasting our holiday time we went downstairs to see what the hold up was. Again, joined the large que of people that reception waiting for the manager Johnny to come and speak to us.) He again offered the room on the 6th floor saying he could not find anything at the moment; overly fed up at this point we just wanted to settle our stuff in the room again so we could actually enjoy our holiday, literally within the same hour after unpacking in the new room I go to wash my hands and yet again brown water came out of the tap - I was so disgusted at this point because this is now two rooms on different floors that we were given with this issue, we recorded everything and AGAIN had to go downstairs to reception to let Johnny know. He somewhat apologised and began looking for another room, He then came out and said he was offering us the “premium suite” on the 12th floor. Getting to the room at-least the taps were not spitting out brown water but of course the mould smell was present and you could actually see black dots of mould growing on the seats, vile. The difference between premium room and the regular rooms ? NOTHING , all the premium suite had was more modern looking decor for the TV, sink and a bigger balcony that doesn’t make you feel like you’re going to fall over the edge; they even warn you to not lean on the railings because they know how weak the structure is. The lifts are temperamental and don’t work sometimes, so your almost waiting close to 10 minutes just to get a lift and pray it’s not full (most times) because you’ll be waiting longer. Me and my partners health conditions worsened as I believe whatever we caught from the brown water had made us sick which I expressed to Johnny who only offered late check out and a Bali bed which only accessible to ‘Altitude’ guests - we didn’t care for any of this as we pretty much knew at this point we were not going to get better anytime soon health wise and the holiday was ruined. In my humble opinion do not stay here unless you can afford tot stay in the altitude tower; I’m sure most of you have noticed that ‘good’ reviews mostly mention being in this building. AVOID AT ALL...

💢💢 READ THIS REVIEW BEFORE BOOKING 💢💢

Take this review from someone who works in the aviation industry, whose home away from home is essentially hotels and who also travels a lot for leisure & is familiar with luxury stays and budget stays.

Krystal Grand and the Altitude Level needs to change their website ENTIRELY. The amount of false advertising is astronomical.

The positives: the view from an oceanfront room is truly beautiful. The staff here do the best they can and truly are kind. Location can’t be beat if you’re wanting to be in short walking distance to the heart of all the action (nightclubs, restaurants), isla mujeres ferry Dock and to check out the big grocery store, Chedraui/Selectos.

The negatives: It’s not much of an “all inclusive”, even with the Altitude choice, when you feel there’s quite a few things that aren’t actually included.

A big point: if you prefer AC and hope to use it in your room, the lowest setting is 22-22.5°C. They will not perform any reset and tell you that’s the lowest temperature it’ll go. Room temperature is 21°C so it’s very surprising they won’t even hit that number.

We are in an Altitude Level Oceanfront suite: there is no alcohol included in the mini bar. It’s four soda pop cans (Fanta, Sprite, Coke and Diet Coke) and two bottles of water. Want alcohol in your mini bar? You will have to pay for that.

Website says L’Occitane products are provided - it is not. I have been to multiple hotels where L’Occitane products are truly provided but these at the hotel are an off brand label mimicking they are “L’Occitane”.

Website says Robes & slippers are included - robes yes, slippers no.

Website says you have access to a la carte restaurants with no reservations required - false. A QR code is provided to you at check in where you must try to book yourself in to the restaurants. Website also said a concierge can book that for you after a certain time - also false (we inquired). It’s a “self-manage” kind of thing.

You can only book reservations through the QR code. And while we’re here for only three days, there are no available bookings at any of the three a la carte restaurants for the next three nights. Since everything is booked, one must go to the restaurant they hope to eat at, hope to be seated right away if someone else didn’t show up or put themselves on a wait list and wait to be seated.

Taken from the website: . We also offer options at our café (We proudly serve Starbucks®). Yes, they do have Starbucks products — but you’ll then be given a slip of paper telling you that Starbucks is not included (photo attached). It’s truly laughable at this point. 😂

Buffet is very small compared to other resorts — some items taste good, others look questionable.

Can you order a bottle opener to your room? Sure can. But can you keep it to use during your stay? No. You must call to have someone open your own bottle of wine (or have them stand there while you open your own bottle of wine and then return the opener to them).

For the price we paid - we’re shocked to be completely honest. Had the price reflected what you get, this review would be different. Krystal Grand Altitude Level is a 3 star at best. But they shouldn’t charge what they are (we paid $1,100 Canadian for three nights). If the price of the room and the website wasn’t so factually false, I would have given a completely different rating. Hotel itself is 2 stars (it’s very tired looking in some parts and they should not be charging the prices they do.. but perhaps they do because of their location? But if that’s the case, look elsewhere with rooms in the same price point). Rooms are clean (minus some severe rusting in some parts) and with a beautiful view so yes, 4 stars. Can’t blame the staff so service is 5 stars Location itself is 5 stars (reason why was previously stated).

More to come as it’s our first night but goodness… what a shock indeed!

Biggest take away for anyone in management who sees this: an honest and/or updated website would have been and will be truly...