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10012 reviews
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Feb 27, 2025Krystal Grand surpasses expectations again.
This was our 2nd trip to the Krystal Grand Cancun. Both times we have stayed in Altitude rooms. We found this again to be the best value for our group of women travellers. The extra inclusions of the separate breakfast restaurant and concierge bar area were perfect. The concierge team at the hotel is probably one of the best I have ever had. Grisel the supervisor went above and beyond with all our needs. She was with the hotel last year and I am so glad that she is still there. She is amazing at her job. The other concierge staff Paola, Sara and Marianna as well were all fantastic as well. I wanted to mention Jose Luis and Miguel who worked at the concierge breakfast area as well as the bar. These gentleman are hard working multi talented waitstaff as well as bartenders. Luis at the beach was terrific. He was always checking to see that we were good for drinks and food throughout our stay. The beach is stunning. Clear water and calm for most days. Sometimes it can get a little wavy with the wind, but nothing like the other areas in Cancun. We rented a palapa on the beach so that we could have shade and sun both during our time there. Only negative that I would have to say is that there were not enough complimentary lounges at the beach for guests not wanting to pay for palapas. If you book an Altitude room/suite, the only room types that face directly onto the beach in front of the hotel are Altitude King rooms, and oceanfront rooms. The other rooms will face the back, where you still get a corner view of the other beach. However the Grand Fiesta American Coral Hotel with the adjoining conference center is also part of that view which has loud air conditioning units. Just FYI. We are already planning our return trip next year following 2 wonderful experiences both this year and last year.
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Feb 27, 2025Would recommend it!
The staff was excellent and the food was delicious. Some staff won my heart but the best by far was Luis! He was a server on the beach... always smiling, fast and just made the day that much better!! If you are looking for excursions, there is always someone to help you! The rooms are cool ands clean!
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Feb 27, 2025
Good for the Value.
Hotel was good for the value. Buffet needs some improvements as it was lacking in variety and service was very slow in comparison to almost all other resorts we've been to. Pool was cold, but we were there on an off-week for weather and tempuratures were cooler than normal/expected. No complaints with pool-side serivce or al'carte dining. Alejo, Antonio, Jose, Oswavalo & Felix were attentive and courteous. They really made our time pool-side pleasant. Lovely beach and rooms were not glamoureous but had what you needed. Room was on 1st floor above lounge and music was loud into the early hours of the morning. Overall, a decent value resort. On our first night, got to buffet late and requested room service - we knew of the service fee for delivery which was fine. Food took hours to arrive, received around 1am when ordered at approximately 11pm- showed up cold after kids had fallen asleep. They put a $15 gratituty tip I didn't notice ont he machine and I called the resort after returning home and was told I would be emailed regarding a resolution and yet to receive it. I would appreciate a follow up regarding this as I don't feel the service merits that without consultation. Unfortuntely, due to being woken so long after the order, I didn't ntoice the charge until reviewing bill statement.
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Feb 26, 2025Great staff but facilities need improvement.
The staff was great but the resort is “tired”. Only 1-2 elevators ever working at a time so long wait times, and they are not air conditioned. Not enough loungers at the pools to accommodate all the guests. Rooms smell musty, beds are a bit hard and we had no towels at all upon returning to our room one evening. Overall the resort was clean and the entertainment was interesting. Give the facilities an update and it would be great.
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Feb 26, 2025
Acceptable but not fantastic
My husband and I stayed here for 10 days in February 2025. My sister and her partner joined us for a week. Overall the hotel is clean and comfortable, but it has some flaws that would up the rating if they were addressed. THE GOOD: - The food is good - tasty and plentiful. Hours for the main buffet-style restaurant are long and you don't need to get out of bed early to grab breakfast if you don't want to. There's a Starbucks in the lobby as well. You can also eat a limited menu at the pool (hamburgers, nachos, hotdogs, salads, etc.) - the servers there will take orders and bring you your food if you are okay to wait a few minutes. The a la carte restaurants were also good (you need to reserve them online daily by 8am). TIP: The reservation portal for the a la cartes open earlier than 8am, so reserve earlier if you can! - The staff were friendly and helpful. Special shout outs to Tania (server at the pool), Ernesto (server in the buffet at breakfast), Hugo (server in the buffet at dinner), and Christian (bartender at the terrace/lounge bar in the evenings). - Rooms are spacious, basically comfortable and clean overall. Our room had a tap that was very hard to turn on/off and the lock fell off our balcony door the first day (not an issue since we were on the 8th floor). The floor could have been swept/wiped down more often and the room had a musty odour that came home in our clothing. No dealbreakers, but could be improved. - The wifi worked well throughout the hotel (room, lobby, restaurants, at the pool). We got logged out every two or three days, but were immediately able to log back in. - The beach is absolutely gorgeous! Beautiful soft white sand. You can walk for miles. No one is trying to sell you anything and we felt safe (didn't go out after dark). THE BAD: - As mentioned above about our room, the hotel has a slightly rundown feeling. There is a newer tower (Altitude Tower) for which you pay extra which may be nicer/more modern. It's just little things like crooked blinds or some chipped paint. Again, nothing that makes you want to leave or complain, but the place feels a bit tired. - Towels in the rooms seem to be in short supply - either they are actually short or they are budgeting too tightly. After the first day, we were down to no facecloths and one hand towel and no bath mat. I spoke to the maid as he stood next to our room to ask for additional towels and he told me I had to call housekeeping! Insane. There were always clean beach towels available at the pool, so thankfully that wasn't an issue. THE UGLY: - There is generally a shortage of loungers and umbrellas in the pool area and on the beach. If you weren't out by 7am to reserve your chairs/umbrella, you weren't getting any. The hotel really needs to improve this. (Yes, there are rental possibilities, but we didn't feel we should have to rent.) - The worst problem at the hotel was the elevator situation. Our tower had 13 floors with 24 rooms each, so elevators are essential (especially for anyone with mobility issues or families with small children/using strollers, etc.). There are four elevators for the older tower and during our stay there were many times when only ONE elevator was working! This led to long delays and people pushing the up button just to get on before going down. We ended up taking the 140 stairs down from the 8th floor the whole time we were there (faster than waiting for the elevator) and just using the elevators to go back upstairs. The elevators (when working) are very small, very slow and unbelievably hot inside. This was the single most annoying aspect of our stay there - they need to upgrade ASAP. Overall we really enjoyed our trip, but don't plan to return to this resort.