I stayed here April 2021. I usually don't write bad reviews unless it's genuinely warranted and I hope this is seen by the hotel in order to make improvements. I didn't like paying a $7 fee for room service each time we needed something (not to mention wanting a tip on top of that) and I had the all-inclusive package. It felt like every time I stepped into the lobby there was someone trying to sell me more things. I hated the hotel membership pitch (especially Javier the manager and Paco) which was a time share pitch for $55,000 then $25,000 to get the $55,000 package and then $3,000 - each of these they wanted you to finance at 17%. They were aggressive and just disrespectful of our time. 3½ hours when they said it would be 90 minutes which includes them sitting with you at your table for breakfast. Just avoid it. The way they get you if by saying they'll discount the spa package BUT there's cheaper massages in the beach so just keep an eye out for them. This is an average hotel 3 stars. The food wasn't good at any of the restaurants and not all restaurants (6 in total) were opened. Had to wake up very early to ensure we were able to make a reservations. Again, the food was not good, my girlfriend got sick twice. Nothing was authentic at all from the food to the alcohol. Drinks were ordered and they probably didn't know how to make it and it was just off, the same was the case with food, ordered one thing and they came with something else. Honestly, I can't explain why all this happened. I'm a simple but very experienced traveler and easy to please and the majority of the staff are good but paying for an all inclusive package and it turning into them upselling you each time you step out your room, to bad food, bad drinks and staff constantly stopping you asking for your time isn't the way I wanted to spend this vacation. Therefore, I'll never go back and wouldn't recommend it either. Krystal Grand Cancun and Altitude, their new hotel just aren't worth it. …
GEOVANY is awesome, thank you for your services... he was attentive and very helpful during our stay. We will come back def. Never have we received service poolside like he gave us in any other country. Thx bro.
I usually don’t write reviews and I was very impressed with 2 people . Moises a server at the restaurant Las velas and Raquel at the kids club. It wasn’t the best experience at this hotel to begin with , however when I was at the pool I met Moises he recommended the restaurant that has the best Buffalo shrimps in the area (10/10). Raquel and Gimela were very nice and friendly making me a bracelet, knowing that these people treat you and care for you is the reason why I’m always coming back to this hotel.
We arrived Saturday and had a semi okay experience with staff/hotel. We did notice not a lot of guest tipped which is sad for the hard work that goes into providing customer service and that may result in the lack of motivation. However, tonight Tuesday we had the pleasure of having Pedro as our waiter for El Moterro and he was absolutely delightful. Even though it seemed like they were short staffed he was attentive to us and was up and down trying to serve the other tables as well.
I never right reviews, but Moises deserves every one of these words and more. He went out of his way to make sure that we felt special on our 10 year anniversary! We were lucky to have him for both of the times that we ate at the restaurants at Krystal Grand Cancun. Moises es un mecero excepcional. Grand Krystal Cancun debe tener mas trabajadores como el!