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"I am missing a whiskey bottle, and the hotel says that they did not find my bottle at the frigobar. I made a complaint and I did not get any answer fr ... " More

By a verified traveler on Thu 27 Jan 2022

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Hotel Description

3.5-star beachfront resort near La Isla Shopping Mall, connected to the convention center

On the beach

A stay at this Zona Hotelera resort places you within 3 miles (5 km) of La Isla Shopping Mall and 6 miles (10 km) of Aquaworld. El Rey Ruins is within 6 miles (10 km) and Plaza Las Americas is within 9 miles (15 km).

Poolside dining

A full-service spa, 4 restaurants, and an outdoor pool are all featured at this smoke-free resort. There's fun for all ages with a free kid's club and a children's pool, and families will appreciate the onsite laundry facilities. Relax with a drink at one of the 3 bars/lounges and enjoy free perks like valet parking and WiFi in public areas.

Free WiFi, LED TVs

The 502 guestrooms have LED TVs with cable channels and offer free WiFi and 24-hour room service. Other amenities include minibars, rainfall showerheads, and coffee/tea makers.

Standard Room, 2 Double Beds, City View

Bed Count 2 Full Beds Maximum Occupancy 4 Max
$109* Per night/room Jun 7 - Jun 8

Deluxe Room, Balcony, Ocean View

Bed Count 2 Full Beds Maximum Occupancy 4 Max

Club Room, 2 Double Beds, Balcony, Ocean View

Bed Count 2 Full Beds Maximum Occupancy 4 Max

Standard Room, 1 King Bed, City View

Bed Count 1 King Bed Maximum Occupancy 3 Max

Romantic Room, 1 King Bed, Balcony, Oceanfront

Bed Count 1 King Bed Maximum Occupancy 2 Max

Club Room, 1 King Bed, Balcony, Ocean View

Bed Count 1 King Bed Maximum Occupancy 3 Max

Krystal Cancun ratings based on 19 Verified Reviews

Review Summary
2.7 out of 5 2.5 out of 5.0
Room cleanliness 3.0 out of 5.0
Service & staff 3.0 out of 5.0
Room comfort 0.0 out of 5.0
Hotel condition 2.5 out of 5.0

Guest reviews for Krystal Cancun

Everyone (5) Couples (3) Family (6)
2 out of 5
The hotel itself is beautiful—great pool and view. The hotel is surrounded by clubs/party life so be prepared to hear music until 4am. (I am a deep sleeper so I didn’t mind). Its poor rating comes from the poor costumer service. We were without hot water the entire week regardless how many times I called the service desk. We never got things we ordered (for example towels, hot water, someone to come clean the room, and someone to come fix the window that wouldn’t close). Check-in and check-out process is not fast nor were the receptionists able to explain the extra charges. Receptionists were also not knowledgeable about the laundry service, and the COVID-19 tests since different employees explained the process differently. The food was good, and their taxi service is fast. Overall, I would not recommend this hotel.

Posted by on Apr 18, 2022

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Comment from Hotel Management

Apr 18, 2022 by The Management.

Dear Guest Karina, thank you very much for taking your time to share with all of us this review. We regret you weren't pleased with your stay and that the resort and services received during your vacation did not live up to your expectations We was very much concerned by your review and disappointments you faced during your stay with us. We do want to ensure you that all your comments were followed up and we are working hard to avoid any lowering of our standards or inconveniences for our guests in the future. We remain at your service, Warm Greetings,

2 out of 5
la propiedad esta muy limpia y acsesible el servicio de resivimiento por parte de los bell boys especialmente JULIO muy amable y respetuoso y te da la mejor orientacion para facilitar tu estancia. los recepcionistas muy amables y profesionales por ejemplo CARLOS muy bprofesional para resolver cualkier duda sobre tu reservasion. y lo que no me gusto fue que mi reservacion era con una cama king size y me entrgaron una abitacion con dos camas chicas pero carlos lo soluciono el siguiente dia y lo peor fue que ala mpersona que limpia las avitacione se le olvido limpiar mi avitacion primer dia de estancia pero todo salio mas o menos y disfrutamos de las vacasiones de semana santa . volveremos pero a diferente hotel !!!

Posted by on Apr 8, 2022

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Comment from Hotel Management

Apr 9, 2022 by Gerencia.

Estimado huésped Jose Guadalupe, le agradecemos por compartirnos su comentario sobre sus recientes vacaciones en Hotel Krystal Cancun, nos complace saber que disfruto de su estadía. Por otra parte, también estamos tomando en cuenta su opinión y serán pasados a los departamentos pertinentes con el objetivo de poder mejorar y lograr una satisfacción completa para nuestros futuros huéspedes como para usted. Esperamos poder darle la bienvenida nuevamente y mejorar su experiencia en nuestro resort. Saludos cordiales,

5 out of 5
I am missing a whiskey bottle, and the hotel says that they did not find my bottle at the frigobar. I made a complaint and I did not get any answer from Kristal until today. They said that they did not find any bottle . They are wrong .

Posted by on Jan 27, 2022

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Comment from Hotel Management

Jan 28, 2022 by The management.

Dear Marco, Thank you very much for taking your time to share with all of us this review. I regret you weren't pleased with your stay, and that the resort and services received during your vacation did not live up to your expectations I was very much concerned by your review and disappointments you faced during your stay with us. I do want to ensure you that all your comments were followed up and we are working hard to avoid any lowering of our standards or inconveniences for our guests in the future. I remain at your service, Warm Greetings,

1 out of 5
La regadera del baño chispotiaba todo pedi vista al mar y me dieron vista poko al mar pero más acia las discos. La alberca alas 9 cierran y playa alas 8 y el staff súper lento nada quieren acer para el room service 40 minutos de espera

Posted by on Oct 28, 2021

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Comment from Hotel Management

Nov 2, 2021 by Gerencia.

Estimada Marisol Paola, Muchas gracias por tomarse el tiempo de compartir sus comentarios acerca de su reciente visita a Krystal Cancún. La retroalimentación que recibimos de nuestros huéspedes es de gran utilidad ya que nos permite reforzar nuestras áreas de oportunidad, le ofrezco una disculpa por las situaciones que no fueron de su agrado. Esperamos tener el honor de darle la bienvenida nuevamente. Saludos,

2 out of 5

Posted by on Aug 3, 2021

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3 out of 5

Posted by on Jul 26, 2021

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3 out of 5
NO utilice el estabblecimiento...

Posted by on Jul 24, 2021

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Comment from Hotel Management

Jul 26, 2021 by .

Gracias por su comentario y la puntuación dada, a pesar de no usar nuestras instalaciones, esperamos algún día si se hospede con nosotros y cambie su perspectiva de nuestro servicio, excelente día, ¡saludos cordiales!.

1 out of 5
It is very old resort. Rooms has no AC when we checked in. We have to stay in the room for 1 night without AC then they transferred to different building next day. Its super hot. The resort has drainage stinky smell.

Posted by on Jul 13, 2021

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Comment from Hotel Management

Jul 15, 2021 by .

Thank you for your comment, we sincerely apologize for the inconvenience during your stay, action has already been taken on the matter, the issue has been reviewed and resolved, being a detail with the current remodeling, we hope you will give us a new opportunity to give you Welcome and have a comfortable stay, our commitment is to offer you state-of-the-art facilities in optimal conditions, so please do not hesitate to contact us if we can help you with anything else.

1 out of 5
No ac in half the building. Extremely dirty and horrible customer service.

Posted by on Jul 13, 2021

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Comment from Hotel Management

Jul 13, 2021 by Carlos S.

Dear Guest: Thank you for your review, we have already given the required feedback to the staff, so we can do it much better each time, 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 The Management

5 out of 5
Beach front and pool were really great! Service from all the waiters, waitresses, and housekeeping was excellent! We enjoyed the premium restaurants onsite which required reservations and the food was outstanding! The massages at the spa were fantastic! Victoria, waitress at the beach (palapa), service was excellent! Josefina, massage therapist, was fantastic!

Posted by on May 25, 2021

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All-inclusive Details

  • Gratuities included
  • Additional gratuities accepted
  • One or more venues limit dining availability
  • One or more venues limit beverages
  • Surcharge for premium food items
  • Surcharge for premium or imported alcoholic beverages
  • Surcharge for bottled wine
  • All onsite activities, and facilities and equipment included
  • All non-motorized water sports included
  • Fitness facilities included
  • Premium/imported alcoholic beverages not included
  • Premium food items not included
  • Childcare not included
  • Scuba diving excursions not included
  • Snorkeling excursions not included
  • Scuba diving certification not included
  • Motorized water sports not included
  • Spa/beauty facilities and services not included
  • Activities/services from independent operators not included
  • Offsite tours not included
  • Taxes included
  • Limited meals offered through room service
  • Minibar not included
  • Scuba diving lessons not included
  • Minibar beverages - restrictions apply
  • Surcharge for room service

Property Features

Krystal Cancun offers its guests a full-service spa, an outdoor pool, and a spa tub. There are 4 restaurants on site, along with a snack bar/deli. You can enjoy a drink at one of the bars, which include 3 bars/lounges and a poolside bar. Public spaces have free WiFi. There are 5 meeting rooms available. A children's pool, a fitness center, and a sauna are also featured at the family-friendly Krystal Cancun. Limited free parking is available on a first-come, first-served basis. This 3.5-star Cancun resort is smoke free.

  • 502 guestrooms or units
  • 8 levels
  • 4 buildings
  • 4 dining venues
  • 3 bars or lounges
  • Deli
  • Kid's club (free)
  • Childcare (surcharge)
  • Towels for the beach
  • Umbrellas for the beach
  • Breakfast available (surcharge)
  • Dry cleaning
  • Self-service laundry
  • Front desk (24 hours)
  • Staff is multilingual
  • Storage area for luggage
  • Tour and ticket information
  • Concierge
  • Wedding services available
  • Garden
  • Gift shop
  • Beauty salon
  • Television in lobby
  • Onsite shopping
  • Elevator
  • No smoking on site
  • Bar by the pool
  • Swim-up bar

Family Friendly Amenities

  • Family property
  • Number of outdoor pools - 1
  • Children's pool
  • Free WiFi
  • Children's club (free)
  • Snack bar/deli
  • Laundry facilities
  • Babysitting or childcare (surcharge)
  • In-room childcare (surcharge)

Internet

Available in all rooms: Free WiFi , Wireless internet access , Internet access (complimentary)

Available in some public areas: Free WiFi

Parking

Free self parking , Free valet parking , Parking (limited spaces)

Transport

  • Parking: Free valet parking and self parking

Room Amenities

Krystal Cancun offers 502 accommodations with minibars and laptop-compatible safes. 42-inch LED televisions come with cable channels. Bathrooms include showers with rainfall showerheads, and complimentary toiletries. Guests can surf the web using the complimentary wireless Internet access. Additionally, rooms include coffee/tea makers and irons/ironing boards. Housekeeping is provided daily.

  • Minibar
  • In-room dining (24 hours)
  • LED television
  • Cable channels
  • Coffee maker
  • Shower
  • Rainfall showerhead
  • Housekeeping (daily)
  • Childcare in room (surcharge)
  • Laptop safe
  • Toiletries (free)
  • Telephone
  • Iron and ironing board
  • Blackout drapes
  • Climate control (air conditioning)
  • Ensuite bathroom
  • Connecting rooms available
  • Wardrobe or closet

Food & Drink

For a fee, guests can enjoy buffet breakfast daily from 6:30 AM to 11:30 AM.

El Mortero - This restaurant specializes in Mexican cuisine and serves dinner only. Guests can enjoy drinks at the bar. Reservations are required.

Las Velas - This poolside restaurant serves breakfast, lunch, and dinner. Open daily.

Mediterraneo - This restaurant specializes in Mediterranean cuisine and serves dinner only. Guests can enjoy drinks at the bar. Open select days.

Aquamarina - This restaurant serves breakfast, lunch, and dinner. Open daily.

24-hour room service is available.

Nearby Activities

An outdoor pool, a children's pool, and a spa tub are on site. Other recreational amenities include a sauna and a fitness center.

The recreational activities listed below are available either on site or nearby; fees may apply.

  • Golfing nearby
  • Boat tours nearby
  • Snorkeling nearby
  • Parasailing nearby
  • Fitness classes on site
  • Beach volleyball on site
  • Sailing nearby
  • Windsurfing nearby
  • Scuba diving nearby

Spa Services

Harmony has 2 treatment rooms. Services include facials, body scrubs, and manicures and pedicures. A variety of treatment therapies are provided, including aromatherapy.

The spa is open daily.

  • Number of treatment rooms 2
  • Manicures and pedicures
  • Facial treatments
  • Body scrubs
  • Aromatherapy treatments
  • Massages

Accessibility

If you have requests for specific accessibility needs, please contact the property using the information on the reservation confirmation received after booking.

  • In-room accessibility

Hotel Policies

Check-in

  • Check-in time starts at 3:00 PM
  • Check-in time ends at anytime
  • Minimum check-in age is: 18

Special check-in instructions:

Front desk staff will greet guests on arrival.

The antigen departure testing fee for COVID-19 is waived for US citizens (up to 2 guests per booking) staying 3 nights or more.

Front desk staff will greet guests on arrival.

Check-out

  • Check-out by noon

Payment types

Children and extra beds

  • Children are welcome.
  • Rollaway/extra beds are not available.
  • Cribs (infant beds) are not available.

Pet Policy

  • Pets and service animals are not allowed at Krystal Cancun

Policies

Extra-person charges may apply and vary depending on property policy

Government-issued photo identification and a credit card may be required at check-in for incidental charges

Special requests are subject to availability upon check-in and may incur additional charges; special requests cannot be guaranteed

This property accepts credit cards, debit cards, and cash

Safety features at this property include a fire extinguisher, a smoke detector, and a security system

Please note that cultural norms and guest policies may differ by country and by property; the policies listed are provided by the property

Charges for extra guests may apply and vary according to property policy.

A credit card for incidental charges and government-issued photo identification may be required upon check-in.

Special requests are subject to availability at the time of check-in. Special requests can't be guaranteed and may incur additional charges.

This property accepts Visa, Mastercard, American Express, debit cards, and cash. For guests' safety, the property includes a fire extinguisher, a smoke detector, and a security system in each accommodation. This property advises that enhanced cleaning and guest safety measures are currently in place. Disinfectant is used to clean the property; commonly-touched surfaces are cleaned with disinfectant between stays; bed sheets and towels are laundered at a temperature of at least 60°C/140°F; guestroom doors are sealed after cleaning. Personal protective equipment, including masks, will be available to guests. Social distancing measures are in place; staff at the property wear personal protective equipment; a shield is in place between staff and guests in main contact areas; periodic temperature checks are conducted on staff; temperature checks are available to guests; guests are provided with hand sanitizer; cashless payment methods are available for all transactions; masks are required in public areas. Contactless check-in and contactless check-out are available. Enhanced food service safety measures are in place. Individually-wrapped food options are available for breakfast, lunch, and dinner, and also through room service. Each guestroom is kept vacant for a minimum of 24 hours between bookings. On-site PCR COVID-19 testing is available for a MXN 420 fee, and antigen/rapid COVID-19 testing is available for a MXN 2520 fee; reservations are required for on-site testing. This property affirms that it follows the cleaning and disinfection practices of National Guidelines for reopening Tourism (Mexico). This property affirms that it adheres to the cleaning and disinfection practices of Ecolab (3rd party expert - Global).

  • Guest accommodation is sealed after cleaning
  • Cashless transactions are available
  • Staff temperature checks are conducted regularly
  • Masks are compulsory at the property
  • Temperature checks are available to guests
  • Bed sheets and towels are washed at a temperature of at least 60°C/140°F
  • Commonly-touched surfaces are cleaned with disinfectant
  • Property confirms they are implementing guest safety measures
  • Contactless check-out is available
  • Property is cleaned with disinfectant
  • Property follows sanitization practices of Ecolab (3rd party expert - Global)
  • Staff wears personal protective equipment
  • Security system
  • Protective clothing is available to guests
  • Masks are available to guests
  • Food service has been amended for enhanced safety
  • Shield between guests and staff in main contact areas
  • Guests are provided with free hand sanitizer
  • Staffed front desk
  • Social distancing measures are in place
  • Contactless check-in is available
  • No rollaway/extra beds available
  • Property follows regional sanitization guidelines National Guidelines for reopening Tourism (Mexico)
  • No cribs (infant beds) available
  • Onsite COVID-19 testing (PCR) is available
  • Onsite COVID-19 testing (Antigen) is available
  • Property confirms they are implementing enhanced cleaning measures
  • Individually-wrapped food options are available
  • Service animals not allowed
  • Individually-wrapped food options are available for breakfast
  • Reservations are required for onsite COVID-19 testing
  • Individually-wrapped food options are available for lunch
  • Individually-wrapped food options are available for dinner
  • Individually-wrapped food options are available through room service
  • Debit cards
  • Gap period enforced between guest stays - 24 hours
  • Minimum age for COVID-19 test requirement: 12

Fees

Guests will be asked to pay the following charges at the property:

  • A tax is imposed by the city: MXN 28.87 per accommodation, per night

We've listed all charges provided to us by the property.

Optional extras

The fees and deposits listed below will be charged at the time of service, check-in, or check-out.

  • Fee for buffet breakfast: MXN 270 for adults and MXN 135 for children (approximately)
  • Late check-out is available for a fee (subject to availability, amount varies)

This may not be a comprehensive list. Fees and deposits are subject to change and might not include tax.

Hotel Names

  • Cancun Krystal
  • Krystal Cancun
  • Krystal Hotel
  • Krystal Hotel Cancun
  • Krystal Cancun Hotel Cancun
  • Nh Krystal Cancun Hotel
  • Nh Krystal Hotel Cancun
  • Krystal Cancun Hotel
  • Nh Hotels Cancun
  • Krystal Cancun Resort
  • Krystal Resort
  • Nh Hotels Cancun
  • Krystal Hotel Cancun
  • Nh Krystal Cancun Hotel
  • Nh Krystal Hotel Cancun
  • Krystal Cancun Resort
  • Krystal Cancun Cancun
  • Krystal Cancun Resort Cancun

You should know

  • Registered guests are the only ones allowed to be in guestrooms.
  • Connecting/adjoining rooms are subject to availability and can be requested by contacting the property at the number on your booking confirmation.
  • Certain facilities might have restricted access. For details, you can contact the property at the number on the booking confirmation.
  • Pets and service animals are not allowed on site.
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Frequently Asked Questions

*Price based on the lowest price found within past 24 hours and based upon one night stay for two adults over the next thirty days. Prices and availability subject to change. Additional terms may apply.