Krystal Urban Cancún & Beach Club — Hotel in Cancún

BUCKLE UP FOR THIS REVIEW STORY!! We stayed 5 days 4 nights. Oct. 20-24th. As a travel advisor, I would not book my clients for this hotel property of the Krystal Brand. Almost gives my name a bad look!! SHEESH!! I do not know how this property is 4 anything stars. 3 at best I guess depending on the days of the week you stay. The first day we had issues with the comprehension of the staff checking in and whole time. I understand we are in a different country and should learn some of the language but have people on staff who are able to speak and understand some what of another language. The only person that was able to tell us anything of value was the bellhop Carlos, I believe was his name! HE WAS AMAZING!! Give that man a triple raise!! He suggested things to do, told us about us having to schedule a shuttle ride to the beach club, which i feel should be the desk attendants job. He was able to answer our questions and created a warmer welcome than the rest of the staff our entire stay from check in to check out YA HEAR ME!!

Ok, So boom, here we go, Upon entering our room, we examine things, ok balcony view of the streets, water, the sky, trees cool. We see the beds, instantly see stains on top of the sheets, hair that wasn’t ours, coffee stains on the night stand, no wash clothes in the bathroom. We don’t drink coffee but the coffee maker dusty, only 1 pack but two cups and no sugar, cream, stirrer to go with it…doesn't make sense. We called for was clothes, took 45 mins for us to realize we didn't get any, calked again no answer, calked about the hot water cane instantly, did something and was hot for a couple days. We had to get out of the room..

So we go to the restaurant (ONLY ONE ON SITE) and we ordered the Fettuccini. Most of the items on the menu had ingredients listed, this one didn’t. So it comes back and we examine it, THERE IS HAM IN THE FETTUCCINI!! I have never seen ham , in fettuccini. Maybe little bacon bits but not ham. We do not eat pork, we tried to pick it out but it was too much and the smell was making us sick. The staff again did not understand nor could speak a lick of English so to google translate we went and they still acted confused. Our waitress acted like she was scared, then the other lady who came over started to say we could get something else, offering only burgers and tacos as the options… saying thats how its made and cant change it because the ingredients are listed. and there was no more pasta. Our waitress told her it could be made over as we explained to her there was no description of the ingredients on the menu. So it took another 20 minutes they brought us two new plates. We tried to eat that but there was still the taste of ham in the sauce. So we ended up going to a convenient store for other food items and snacks…btw hate the fact that they only take card everywhere, they don't even like really taking their own money, so now we had our american dollars on hand and unable to spend it most places. Here goes the rate change fees, Thanks… we ended up just chillin in the room, oh and no wash clothe still, so we used two of the medium towels in there but would have to call for more the next day…I definitely reached out to my BDM who was in town for the Ascend conference to see if there was a BDM (Business Development manager) for the property and we had no luck.. that was just day ONE!! I will probably have to leave multiple reviews for day two and three!!

All in all we made the best of our trip but sad to say we won’t be staying nor booking any of my clients at the property again. I left a written review with the manager at the Krystal Grand location, he tried to contact the manager at Krystal Urban and no luck, he forwarded my complaint. It was my friend’s and potential business partners first time out of the country on a flight to cancun and it was mediocre. I truly hope there are improvements made to this property and staff etiquette. We tried to look for all the good things to make the stay more enjoyable so overall experience of our trip was a...

Well located. Downtown Cancun 5 min walk to Plaza Las americas, 20 min walk to Parque Las palapas where you can enjoy churros, elotes/esquites and tons of Mexican yummy street food! Its 30 min walk to ADO bus station(or 5 min cab ride). Its a 10 min walk to the R1 R2 bus stop that takes you to the hotel zone for 12 pesos. Good neighborhood. Really nice gym and a pool. Day staff were nice and some of them spoke english too. Best of all, they had a shuttle in the morning that took you to their sister hotel resort in the hotel zone, They gave you a nice fluffy beach towel too. The pass at the sister hotel (at no cost) included access to the beach areas, palapas, beds, beach chairs,pools , coffee bar and drink service, restaurants at special rates (breakfast/brunch buffet for 200 pesos! That was the most memorable part of my trip! Unfortunately this hotel is not perfect and has some major flaws.Ac in my room did not work properly.I called several times and was told it was due to a power outage. The ac in all other areas of the hotel was fine. After an entire day maintenance finally came in and told me to change rooms. Upon changing rooms my toilet did not flush.They took a look at it and apparently fixed it 3 times but no difference. The bed is very hard and uncomfortable. The pillows and bed sheets stink of bad make body odor, even when I asked to change them. Very noisy stay. construction going on right in the back of hotel. So during the day there was lots of construction noise( They work in the weekends and can go on until midnight) and as soon as 5pm hit, loud loud music coming from the hotel itself. The downstairs floor has a convention centre and the top floor has a party hall for rental. The music was loud bass making my room tremble. People on my floor (locals) talking loud and socializing in the hallway at all hours. Room did not have a fridge to keep cold drinks so I got very thirsty at night. No ice machine or drink machine in the hotel/hotel floors either. There is an overpriced coffee and drink bar that closes at 11 but if you wake up in the middle of the night, like me, thirsty for a cold glass of water, you are out of luck! Staff was not helpful or knowledgeable of the area. All spoke spanish, so hard to communicate.Michel spoke english and was super nice! Front desk were unable to give you area recommendations, give you area directions and they were unaware of area businesses to the point of giving false misleading information. I asked for an area dentist and was told there was none in the area. Upon my research I found 3 dental offices in the Mall across the street and 2 more on Tulum avenue, 10 min walk. I asked if there is a bicycle rental service in the area. The same lady answered there is no such thing. I found one across the street on Sayed and 10 min walk on Coba avenue. I asked to borrow and umbrella when it was pouring rain, They did not have any umbrellas for guests. Quite unusual since every hotel I have stayed at in cancun has lent me an umbrella . The hotel seems to charge silly fees for ever little thing including local phone calls which are usually free! I was supposed to do a late checkout in the afternoon by 1pm but my hotel room card that gives me access to my room and the elevator was deactivated 2 hours before that which was pretty awkward as I went to the pool and was trying to return to my room on the 7th floor and couldn’t so I had to go down in my wet bathing suite and towel, freezing , in order to re activate my card. I decided to extend my stay for 4 more days due to unforeseen circumstances. I had a clerk at my door telling me to get out. Even when I explained to front desk I had renewed for 4 more days (only 3 hours prior!) They still gave me a hard time asking for proof of payment. This was the same clerk who actually did my renewal! Honestly for the price I payed, I was not impressed. It's a good hotel for one night only but beyond that I recommend looking elsewhere. There are so many...

My worst hotel experience ever. Long story but may help you avoid this. Overall, Super terrible front desk service and hotel management. The room I booked was room "with partial sea views" and price is higher than city view one on same web. When I checked in my room and found they gave me a backside city view. In fact, the room was faced to a trashed back yard. I went back to front desk for exchanging right after I found this and before touching anything inside room. At first, the two guys at front desk insisted there was no different room types on website where I booked hotel. After I showed them the web order information, they lied to me that all the "partial sea views" rooms filled, no one left. However, when I called the customer service of the hotel booking web beside of the front desk, they gave new arrived guest a sea view room, right in front of my face! I pointed that and they tried to explain that the room they just gave was not room "with partial sea view". After I proved that the room was exactly a room "with partial sea view" , they excused that they can only change my room next morning since I had checked in. My family were already so tired and hungry and they wanted settle down and out for dinner, so I took their excuse and agreed to stay at room one night. The front desk guy told me that I must come to front desk next morning between 9:30AM to 11AM to get a new room (keep this in mind and you will see). I took that back side room and had thought the back side view was not a big deal. However, what that room had not only trashed-back yard view, there was a whole night back yard dogs fighting and barking till sun raised. None of my family slept well that night. In early morning about 7AM, I walked out to ATM across street. I just want to double check if the two guys yesterday had noted my request to their colleagues. What surprised me is, the front desk lady told me as their policy, I had to package my suit and check in new room between 8AM to 10AM in the morning! Lucky I did not really trust the two last night. What if I believed the operation time is 9:30AM to 11AM? When we package our suit, we even found some trash that pre-custom left under bed. Before the bell boy open the new room's door, I found there was a big gap (more than 1/4 inch) between door to frame. People can see everything inside room through it. They refused to change us another one (our bags were even not in room yet) and insisted they can fix it soon. But after near 20 minutes, they still did not. We had to change one more time. The 3rd room also has a gap on door but not that big. We had no time to argue more since our tour was almost time. We move our packages in and left hotel. Hence we didn't find the window curtain had problem until we came back from tour at late night. There only left half curtain had the light block layer and the right half missed. The bright light from across street made the room even can read finger print at deep night after we closed curtain and turned off room light. We reported this problem to front desk next morning when we left to Chichen Itza tour. We found no one ever came to fix it when we came back at 10 PM night. We reported the problem to front desk again at 6:40AM in the morning after the 3rd night, the front desk told me as they cannot enter my room to fix it unless we stayed in. I asked then how they do room clean, he just insisted his words. Our tour pick up was there and I had no time to wait for worker. We came back at 9PM and tried one more time. Another front desk people called worker and fixed it in 10 minutes. Finally we have a OK sleep at the last night we stayed at Krystal Urban Hotel. Besides of the terrible service, there were couple other issues: The room had poor sound isolation that you can hear next room talking. Don't expect to much about the beach club. The club need reservation much early and very limit shuttle seat/schedule, and cannot use at the last day even...