Krystal Cancun All-Inclusive Optional, Cancun

As members of Krystal Cancun, we were given a room in the oldest part of the hotel. We were in Tower A on the sixth floor. There is no balcony and the window had to be forced open (which they did fix after we complained) The room was dirty when we arrived. The floor was gritty with sand, the shower door was covered in soap scum, there was a strong mildew odor and stains on the sheets. The room in general is in desperate need of renovation. The walls are chipped and stained, the mirrors are scratched, and the furniture is all worn and faded. There is a coffee pot, blender, microwave and small refrigerator in the room, but they will not provide any coffee or bottled water. So it apparently is just for decoration. We purchased the all inclusive package, which is an additional cost above the normal hotel fees. The staff here seems horribly confused as to what is included and what is not included. You would get a different answer depending upon who you asked. We had to physically take the paper and show the staff that what we were requesting was indeed included in the package. Customer service in non-existent. If you decide that you want a soda pop during breakfast, you cannot have it because the bar does not open until 11:00am, and they apparently do not have access to soda pop if the bar isn’t open. The mindset here at Krystal is that you are here at their convenience and unless you are a potential timeshare buyer, you are a bother to them. Krystal boasts of having three bars, which they do. What they don’t tell you is that two of the bars are only open until 5pm and the main lobby bar is only open until 11pm and it only has one bartender working. It is common to have customers waiting at least 20 minutes to get a drink. The bartender who was working there was Luis, and in all fairness he was truly busting his butt and doing the best that one man could do. Overall, I don’t think that we could have been more disappointed with our stay at Krystal, and we plan to never come back here. Don’t waste your time or money at Krystal.

I arrived at the Cancun airport on October 31. As I was about to exit the terminal, I asked a man where I could get an ADO bus to downtown. He pointed to a man nearby and said he would help me and give me a map. The man was very helpful and turned out to be a Krystal representative. He offered free transportation from my hotel to the airport at the end of my vacation if I attended a presentation at Krystal. I agreed and attended the Club presentation. I have a business card for Daniel Garcia Soberanis, Public Relations and spoke with Paco Mariles Cruz. After the presentation, while in the lobby, one of your employees called a man to arrange transportation to the airport at the end of my vacation. He asked me what hotel I was staying at, my departure date (November 10), and my flight time (6:20 AM), He said he would pick me up at 4:20 AM and I should look for a vehicle with "Marriott" on the side. However, nobody showed up. At 4:45 AM, I had a taxi take me to the airport. The cost was 25 USD. At home the next morning, I made several phone calls before talking to Mireya. She transferred the call to a man who said his name, but I could not understand it or the questions he asked. I suggested I just tell him the details in the paragraph above. He listened and then asked me what I wanted. I told him I wanted to be reimbursed the 25 USD I paid for the taxi. He said he would talk to his manager and call me back. That was more than 2 days ago. I have left several phone messages and sent several E-mails. They have all been ignored.

Where do I begin? First, we were a group of six occupying three rooms. My wife and I arrived first at 11am, two of our friends later in the day at 4pm, and finally our other two friends the next day at 11am. When we arrived it was 11am and check in time is 3pm. We walked to the front desk where we were greeted by Rafael. We asked if there was a chance to check in early to which Rafael replied "yes". He proceeded to check us in when he asked us if we would like to upgrade. We hadnt seen our room so we declined to upgrade. He then gave my my i.d. back and said "check in is at 3pm we dont have a room ready right now". We didnt mind so much cuz we were hungry so we got something to eat and then spent time by the pool. Finally at 3 we got a room in tower D and we asked Julio the bell boy if the hotel was at capacity and he said "no, were really slow right now". We got in our room and immediately noticed a really bad smell. At 5pm our friends arrived and they were booked in the new tower. The rooms in the new tower had an awesome view and didnt smell. We didnt think anything fishy cuz our friends had booked a different package. The next day we awaited the arrival of our other friends. We knew they were gonna arrive without a room to check in to so we left a note with the front desk to pass to them. We waited to hear from them till finally at 2pm i walked to lobby area and saw thim sitting on the lobby steps. The front desk did not pass the message. Forgot to mention that i walked up to the front desk because our keys were no longer working. Rafael supposedly fixed our keys and guess what! they still didnt work. He assumed I had broken the keys because i probably had them next to my cell phone, but i did not have my cell with me. I walked to the front desk second time and thins time spoke to a woman who was surprised the keys didnt work, and again she blamed me. Julio the bellbly steps in and goes to our room. He figures out that the keys were not encoded correctly. He goes back to the front desk and returns a few miutes later and says "sorry but i have finally fixed them, if you have anymore trouble come directly to me". Shortly after the key debacle my wife and i come to the realization that we cant stand our room anymore. At around 7pm we walk back to the fron desk and speak to Arturo and express to him our problem with our room. He moves us to a different room in the new tower with an awesome view. That night the power in our room keeps turning off. We call the front desk the next day and they tell us that nothing is wrong with our room. The following day the power goes out for good. Turns out there was an electricity short in our room. There were no other problems in our room. I will say that all other services in the hotel were great, the only problem we had was with the front desk. The maid was awesome, the waiters and waitresses at the pool area were great, and the bar tender was awesome. The beach is newly built and it was great. But customer service is really important and the front desk experience will keep me away from the hotel. Oh and ice, they dont have ice machines but they do have coolers that they refill only once per day of bags of ice. You can ask for them to bring ice to your room but they only bring up a 2 pund bag of ice to your room one bag at a time,

This place is average,food rooms but great location.Everyone was nice and helpful.We did the all inclusive it was nice but you have to listen to the timeshare speal what a nightmare.RALPH SEPTIEN taled us into a time share this guy is smooth.RALPH SEPTIEN will tell you anything and I mean any lie while smiling at you.Afterwards I checked the paper one was missing next day went to office was told they would fax it to me.I smelled a rat something wasnt right.In mexico you have by law 5 days to cancell the contract,so we did by registered mail so we have proof.They wont tell you this.In mexico PROFECO is an ageny to protect us dumb tourists and regular mexican people.So this guy RAPHEAL SEPTIEN calls me at home and started his lies again,I told him papers were missing and the deal about getting money back was gone.He said he would fax them a ploy to get you past the 5 day cancellation period.Ther is a company in mexico called Gonzaliz/Gonzaliz who can get you out of it after 5 days I spoke to them yesterday.I shouldnt need them well see.Back to RAPHEAL SEPTIEN so I told him no thanks said he would transfer me to the cancellation dept.phone went dead I dont think there is a cancellation dept what a surprise.Keep away from this guy RAPHEAL SEPTIEN better yet keep away from timeshares in mexico.They will bleed you

Got back May1st and had an absolute blast. The old hotel room's smelled very MUSTY but all we did was sleep there and I have slept in some very disgusting hotel's, so this was nothing, Did the all inclusive and we had one of the worker's one day make us some real authentic Myan food and it was wonderful!. Meet alot of great people from the States and become really good friends with them. The beach was beautiful(since they had one put in) but the Mexican's have no respect for the beach. They would party on it and leave there beer bottles and trash all over it. As for the staff, I thought they were all very friendly and I enjoyed the all the nice drinks they had. I tipped very well and they catered to us all week. Can't wait to go back.

the service was horrible ,no bar open until 12 a.m , no umbrellas in the beah chair, they did not clean the room after glass broken for 24 hrs, they did no let my guest to come up to my room, staff very rude very close to discos very loud.......nice view, but never again go back there, big mistake

FANTASTIC location, FANTASTIC beach, super friendly staff (one of the friendliest staff from the many, many places I've stayed around the world. We did not do the all inclusive, we stayed in the old tower and had a partial kitchen that served us fine. The view was spectacular - we could see the whole length of the hotel zone. I had read the good and not-so-good reviews before we left and wondered what we'd find and how our experience would be. Our experience turned out great. I will add that I have stayed at far more beautiful and grand resorts around the world, but the location, the beach (and ability to swim), the view, the cleanliness of the resort, and the friendliness of the staff all made the Krystal a place I'd return to. Oh yes, this resort had a lot of Mexicans as guests (we stayed there just after Easter and a lot of Mexicans have that week for vacations). We find them to be very friendly and family-oriented people, so enjoyed meeting them rather than a resort full of North Americans (which we are). All in all, we thought it was great. Hope this helps.

I'm sorry I made the mistake of staying at this hotel. I was wide awake between 1-3:30am as recent high school graduates screamed & yelled in the hallway. Security wasn't present and nobody answered the phone at the front desk. After asking, the hotel gave me a partial refund for the inconvenience but I would have preferred to just have a good night's sleep.

We just got back from Cancun April 28th. We did not have any problems at all. The staff was very polite and helpful, also the maid service. We did not tip to get good service. In fact we didn't leave the maid anything until the day we left. She left clean towels every day. We also had bottles of water in the bathroom replaced everyday. The servi-bar was not included in the all inclusive, but the bottles of water in the bathroom were included. We had the all inclusive. We stayed in the new tower on the 3rd floor. Yes the beach was gone--but it was also gone from about 6 other hotels also. All you had to do was walk about a block or two and you could get to the beach. We walked at least 2 miles down the beach and none of the hotels had a good beach. We had an oceanview room which was fabulous. The food was really good also. There was a breakfast buffet each morning. Typical eggs, dry cereals, pastries, fruits, fried potatoes, meats, Mexican dishes, at least 4 fruit drinks etc. For lunches you could order from a menu--There were salads, burgers, pizza, shrimp, club sandwiches etc. For Dinner--they had a grill outside which you could choose as much as you wanted--New York strip steaks, rib eye steaks, chicken, 4 different kabobs-shrimp, chicken, steak or octopus. I tried them all and they were very good. you also got salad, dessert, rolls and baked potato. You can also order off the lunch menu or even order room service with the all inclusive. They also have the dine out program--which you can use 1 or 2 nights depending on how long you stay. We were they for 5 days. The location was great--one block down and there was shopping and restaurants and of course the clubs. We didn’t hear anything from the clubs while we were there and I am a very light sleeper. Of course if anyone stayed there during spring break--it would be totally different. We never had a problem with hot water. There was still light construction going on--mainly repairs. The pool was very clean. There were people constantly cleaning up-washing windows, rearranging the lounge chairs. Not once did we have timeshare people come up to us. In the new tower there are only ocean view rooms--none of the rooms face the street. We would definately go back again.

We booked this room for one night and thank goodness had another place to stay while on our vacation. As soon as we opened our room door, the odor made us sick, smelled like bug spray, the room was filthy I would not allow my kids to take their shoes off, and the noise never stopped all night long..there was no beach at all. We checked out first thing in the morning and are never going to stay here again. Do not be deceived by the pictures on the internet.. After we got to our Villa down the hotel zone, we had a great time in Cancun