Name: Krystal Cancun
Address: Paseo Kukulcan, km 9 Lote 9 y 9A, Cancun, 77500, MX

Krystal Cancun

Cancun (and vicinity) · Mexico

Paseo Kukulcan, km 9 Lote 9 y 9AView location

100 reviews shown

4/10

Poor

20 Jul 2026

Fabricio Fernando

In general the hotel needs a modernization and a refurbishment. During my stay one of the elevators of my tower was broken for 8 days, obliging us to take the stairs to the 8th floor almost every time. This is totally unacceptable, a broken elevator for 8 consecutive days!

Family

10/10

Exceptional

19 Jul 2026

Vanessa

everything was great. I think check-in. It's just a long process, it's very slow and they won't give you the room till 3

Friends

2/10

Poor

16 Jul 2026

Will

Needs a lot maintenance. Painting No hot water Calls interrupted sleep. No room cleaning.

Partner

10/10

Exceptional

16 Jul 2026

Bairo

1521 and 1703 . The little cooler for the drinks did not work, other than that it was great!!! I got the breakfast package, good variety. I requested the 2 rooms to be decorated, 1 for love. 1 for a birthday. The decor was also amazing.

Friends_and_family Family

8/10

Excellent

16 Jul 2026

Avi

We had a great room on the top floor with great ocean view. Staff were very pleasant and kind. In general a very good experience.

Partner

10/10

Exceptional

12 Jul 2026

Jose e

“Muy buena experiencia. La habitación estaba muy limpia, el personal fue muy amable y atento, y el balcón tenía una excelente vista. El desayuno estuvo rico y con buenas opciones. Sin duda volvería a hospedarme aquí y lo recomiendo.”

Family_with_children

6/10

Pleasant

05 Jul 2026

Rob

The beach smelled like sewage, otherwise the property is decent.

Family_with_children

10/10

Exceptional

29 Jun 2026

Rosa E

The staff was excellent and helpful from the moment we got there.

Family

10/10

Exceptional

19 Jun 2026

juana

It was really clean and everyone was so helpful and nice really close for shopping I love it I highly recommend

10/10

Exceptional

18 Jun 2026

Graciela

Awesome stay only one night the hot water stopped working but fixed quickly and the elevator also stop working but fixed quickly

Family

8/10

Excellent

16 Jun 2026

Rubi

Loved the pool and staff!!!

Family

8/10

Excellent

15 Jun 2026

Russel Nonato

I love the location of the property, it is close to Coco Bongo. Food was just mediocre in the resort. The beach front is nice, however, the breeze smells fishy. My room was decent and it was comfortable. I like the vibe in the hotel, it’s lively and fun. Overall, would pick this hotel esp. if I need to have my Coco Bongo experience!

Self

6/10

Pleasant

13 Jun 2026

Ivonne

Krystal Cancun Hotel had an Excellent, Safe location for my family Stay. All the Staff greeted us with Smiles and we're friendly. Breakfast was good and had plenty of variety. Only but is rooms need upgrade. Beds were little hard, pillows not comfortable, furniture old, AC was great. Restroom had only one slide door on top tub. Not safe, water came out of that slide door I asked for curtain instead they don't carry that. Water faucet was loose. We were family of 4 every day housekeeping would leave 3 towels. I had to request every single day. Noticed when we enjoyed pool they only also allowed only 3 towels per family so this verified to me it's only a 3 towel limit a day. Other than that housekeeping did good job cleaning room every day. Staff was open 24 hrs daily. Hotel staff through what I saw through my view at balcony always cleaning outside as inside. Hotel was a 3 Star for me. Little upgrades, Great Service Ammenities will upgrade to 5 Stars. Want to Thank Mario from Breakfast, Greeter Julio with cute little hat, I dont want to get name wrong I think Delia or Dania Front desk very Courteous, Elvia Housekeeping out of never leaving enough towels She did an Excellent Cleaning Service on our Stay from June 3-10. Thank you Krystal Cancun for your Hospitality.

Friends_and_family Family

10/10

Exceptional

11 Jun 2026

Antonio

Excellent service

Family_with_children

10/10

Exceptional

09 Jun 2026

Jenyfer

The hotel was amazing. The rooms were always cleaned. They always provide us with new towels and cleaned our room. they always opened the entrance door for us. Everyone was really friendly and helpful.

Friends

4/10

Poor

08 Jun 2026

Ambar

The videos you find on YouTube truly don’t reflect the reality of the condition and experiences. People make this hotel sound amazing. The hotel is old and staff does a good job keeping the entrance and lobby area clean. If you go during a low “tourist time” it’s not the best option. The hotel food is not very good or kid friendly.

Family_with_children

10/10

Exceptional

05 Jun 2026

Dagmar

Me gustó la ubicación

Friends

8/10

Excellent

04 Jun 2026

Malicia

The staff was amazing the food was amazing the location amazing I would definitely recommend this hotel to anyone visiting Cancun. The only negative thing I would add is that it’s really not all inclusive you have to pick that option so make sure you read the details because I didn’t know that and once I got there it wasn’t all inclusive I had to actually pay for the upgrade so read the fine print

Self

6/10

Pleasant

03 Jun 2026

Maria Margarita Ramirez

Okay

Family_with_children

4/10

Poor

03 Jun 2026

Alexandra

Ohh nooo.. i was here 7 years ago . And i was shocked how run down the rooms have become. The front desk people were so rude . (Night shift )

The beach … you could not even swim because of the sea weed it was horrible.

The only service / staff that was pleasant was the RESTURANT team . Food was good . But some of them weren’t available certain nights or there was an event taken place . Food was limited on the menu . The high priced food was not included in the all inclusive. Everything is done by 10:30 pm . Except for room service. Was it worth it . Sure of you eat 4x a day or more and drink alcohol at lease a fair share .

Be aware of pushy sales people. They are only doing their job . But again you don’t want to be bothered by pushy sales talks .

Bought tickets to go to COCO BONGO . On a Saturday . For 6 people . When we go to the location they could not find our reservation and said because we paid for a regular night price. So we had to pay more for the Saturday night price . Basically an upsell . I just hoped that the sales person a the hotel was more aware of the situation so we did not have to go through the hassle and ruined the buzz of the partying mood .

Friends

10/10

Exceptional

03 Jun 2026

Anthony

Everything!

Self

8/10

Excellent

31 May 2026

sergio

The hotel room needed a few repairs and upkeeping, other than that, it was a good stay.

Family

10/10

Exceptional

29 May 2026

Daniel eduardo salinas

Every Staff is so helpful! They are all very nice and attentive. The view is amazing , had very good amenities. Will recommend and will be back.

Partner

10/10

Exceptional

28 May 2026

Raul

Very nice!

Family

10/10

Exceptional

28 May 2026

Raul

Staff were very nice and helpful. The room and hotel were clean and comfortable. The food was very good including breakfast, lunch, and dinner. One of the nights they served and grilled food outside and it was really good!

Family

4/10

Poor

28 May 2026

Heather

Only 1 elevator working .. the AC in the room barely worked .. we didn’t have towels .. had to ask then only got bath towels.

8/10

Excellent

26 May 2026

Ana

Todo muy bien
Excepto jabón para manos y crema en particular
Huelen muy feo

Partner

8/10

Excellent

23 May 2026

Marlet

clean

Friends

10/10

Exceptional

10 May 2026

ADRIANA DEL S

Todo bien solo que los muebles algunos se ven ya de uso .

Partner

6/10

Pleasant

07 May 2026

April

The breakfast was good and fresh. The room was clean BUT the bathroom sink was cracked and slooow draining. There were no safety bars in the the big shower with great water pressure. I was really disappointed in the ocean. The room was advertised having crystal clear waters. And it was anything, but the beach in front of our hotel was full of seaweed from one end of the beach to the other.And going into the water ten fifteen feet.Nothing but seaweed, nobody wanted to go into the water.

Partner

8/10

Excellent

04 May 2026

Armando

everything was good

Family

8/10

Excellent

02 May 2026

Maria

This hotel has one of the most beautiful beaches in Quintana Roo. It is very busy, and the staff takes a long time to assign rooms. The hotel is in need of an upgrade as the furniture in the rooms is very old.

Family

2/10

Poor

29 Apr 2026

Sarai

Didn’t get room service one day was informed incorrect information. When trying to get service to eat it took forever. It was so difficult to make a reservation. Keep getting different information from everyone.

8/10

Excellent

29 Apr 2026

Kathleen

Yes

Partner

10/10

Exceptional

28 Apr 2026

Theodore

Beautiful and staff are wonderful

10/10

Exceptional

27 Apr 2026

Melissa

Travelled to Krystal Cancun with my partner and we absolutely loved it. We were just looking for a quiet, relaxing getaway and it worked out. The beach is gorgeous; we found getting there before 9 or after 11 in the morning will get you a seat as they are limited. There was never any issues getting towels. The breakfast buffet was consistent- lunch a la carte was our favourite- dinner buffet was good but the three restaurants were amazing. The room was always made well and the ac kept us cool. This resort is very family friendly and is located on the strip so it was nice to take a walk and explore after dinner. The staff were always glad to help out and had great personalities which was the cherry on top!

Partner

10/10

Exceptional

25 Apr 2026

michael

Amazing place to stay, I would book there again!

Partner

10/10

Exceptional

21 Apr 2026

Ruben

Stayed at Krystal Cancun and the biggest highlight was the location. You’re literally steps from the beach, which made it super easy to go back and forth throughout the day. On top of that, it’s right in the middle of the nightlife—clubs, bars, and restaurants are all within walking distance. If you’re looking for convenience and a lively atmosphere, this spot is hard to beat.

Self

10/10

Exceptional

20 Apr 2026

Hasani

Great service ! Friendly staff, clean rooms

Partner

10/10

Exceptional

20 Apr 2026

Luiz

Great value

Family_with_children

10/10

Exceptional

19 Apr 2026

Raul

I like is a good hotel clean the staff is friendly the beach gaviota azul is the best, one thing wrong will be the the handle to control the hot water and cool,I just have breakfast and is good I eat outside the hotel but is worth to buy the all inclusive if not the restaurants are expensive

Partner

10/10

Exceptional

16 Apr 2026

MARIA

Great breakfast, Amazing View from the room,
Very clean, location is great and it is by one of the best beaches in the world.
Very kind and welcoming staff!!
Will plan to come back soon

Partner

2/10

Poor

15 Apr 2026

Jennica

The door key is a wrist band. Every time we left the room we had to go to the front desk to reset the key. This was quite annoying.

Partner

10/10

Exceptional

14 Apr 2026

Angelina

I loved it

8/10

Excellent

13 Apr 2026

George H

The hotel is located in a very good location and the food was very good

Self

6/10

Pleasant

12 Apr 2026

Tomislav

No added value

10/10

Exceptional

08 Apr 2026

Luisa

Rooms were clean and staff was super friendly

Family

10/10

Exceptional

07 Apr 2026

Iris

The staff were very polite and nice. Very accommodating.

Family_with_children

6/10

Pleasant

05 Apr 2026

Joanna

Location is great. Beachfront, beautiful beach. Rooms and Beds are clean and comfortable, but you can hear everyone passing by your room. One of the elevators was not working, which is annoying when you are on the 8th floor. Bartenders in the pool bar not that friendly. Don’t expect waiters to attend you in the pool, not that type of All Inclusive. Bartenders inside the lobby are fine. Food is ok. Restaurants are always full, the buffet will be your main option.

6/10

Pleasant

03 Apr 2026

Angel

The place is maintained clean and the staff is great. The property needs major updates. Our room was nice but the shower door was falling and the main door to the bathroom wouldn’t lock. I paid for what according to Expedia was the best room in the property, so not was very disappointing to come to this. Another downfall is the hotel people trying to sell you activities and or timeshare, is almost like a flea market once you come to the lobby, very anointing to be approached every time for the same people.

Family_with_children

10/10

Exceptional

03 Apr 2026

Sandro

The food was great, the property looked a little dated but the service was always there. I never waited for anything and that was awesome. I think it has the prettiest beach in cancun so if you are about the beach and the look of the water, this is the spot! I would go back 100%

Partner

10/10

Exceptional

31 Mar 2026

Giovanni

Location of this resort is where you want to be. Waves don’t hit hard here . Food was great. Rooms were clean

Partner

10/10

Exceptional

31 Mar 2026

Oscar

This time was a lot better from us, the A/C was working and they are investing back on the property, we were treating very well by staff, i bought my reservation from August last year and they accommodate everything we asked, krystal cancun is one of the best hotel.

Family

10/10

Exceptional

22 Mar 2026

Sigifredo

Muy bonita vista de la playa, Aire acondicionado bien, excelente servicio, la playa con poco acumuló de sargazo, el mar no tanto oleaje permite nadar, se llega caminando a los club de baile/antros clásicos de can cun (coco bongo) todo +++++

Self

6/10

Pleasant

19 Mar 2026

Cooper

Good

Friends

2/10

Poor

19 Mar 2026

Alyssa

The bus that was paid for never came. Our flights were delayed so arriving on time wasn't happening. We had to call for a shuttle from airport to our hotel because the orginal bus did not watch the flights to realize flights were delayed a bit. The room was disgusting with stain on chairs and we found a ton of roaches at the bed areas. The front desk did not want to change our roomuntil we showed a video of all the roaches running around. The topper was one of us was on the balcony in the room when house keeping came in and didnt know they were there and started going through his wallet stealing cash. When he confronted her, she dropped the wallet and ran out of the room. It turns out everyone we were with checked and notice they were missing cash, gift cards, etc. House keeping robbing visitors blind. Everyone on that staff should be fired. We will never stay there again. Very disappointing

Friends_and_family Friends

10/10

Exceptional

17 Mar 2026

Victor

Beautiful area to stay, close to beach. Clean and friendly staff

Family

10/10

Exceptional

16 Mar 2026

Carmen

Great stay

Partner

6/10

Pleasant

14 Mar 2026

Neha

Wasn’t too great The location was good, in hotel zone on the beach and near the clubs. but besides that not much. the bathroom didn’t even come with a rug to put at the bottom so the floor was always wet. The shower stopped putting out hot water at some point. There were no amenities given which is crazy for the price. the body lotion they gave was SO BAD IT REEKED AND SMELLED. had to wash it off right away. YOU could hear everything. from the hallways to the next door rooms. the walls are literally made of paper. didn’t go all inclusive and am glad cause it wouldn’t be as worth it compared to other hotels. not bad if you just want a cheap convenient location tho. and staff was kind no issues there.

Friends

10/10

Exceptional

14 Mar 2026

elizabeth

Beautiful ocean view. Property and staff excellent. Very clean, comfortable and relaxing.

Family

6/10

Pleasant

07 Mar 2026

Wayne Brunson

If I had to choose again, I would book a different hotel. The pricing was fair, and I understand you often get what you pay for, but the overall experience was disappointing.

We arrived late the first night and went straight to bed because we were exhausted. The next morning, I noticed stains on the sheets and what appeared to be mold or fungus on three out of the four pillows. It was spread across the pillowcases and was extremely concerning from a health standpoint. And there was no hot water . I reported this immediately, and the hotel did upgrade us to an ocean-view room, which I appreciated.

However, the issues continued. In both rooms: •There were no washcloths provided. •The lotion dispenser was empty. •In the upgraded room, I again noticed mold on a pillow the next morning.

10/10

Exceptional

05 Mar 2026

Silvia

Yes wonderful

10/10

Exceptional

04 Mar 2026

HIEN

Did not use airport shuttle. Everything was perfect except air conditioner in room made loud rumbling sound for 4 minutes each, then shut off and would return every 15 minutes keep us up most of the night. Please fix it. Other than that the hotel was clean, very central and with very attentive staffs. Breakfast was the best, lunch and dinner were average.

Partner

8/10

Excellent

04 Mar 2026

Alfred

Partner

8/10

Excellent

04 Mar 2026

France

For 2 nights, we stayed in room 2205 in Tower C. It's most likely the original wing of the hotel, which was built in 1981. Room 2205 is a connecting room and you hear the neighbours as if they are sitting with you! Our room was clean and spacious with a comfortable bed and a partial ocean view. The kitchenette and bathroom were old and dated and would need a renovation. For $200CDN a night with no \"all inclusive\", it's steep for the quality of the suite. The bathroom tap leaked and we kept a towel on the floor to soak it up. Although there is a blender, toaster, microwave and mini bar fridge, there is nothing in the kitchenette other than 2 glasses and 2 mugs! Room cleaned the next day but they didn't leave us any coffee for the morning and when we asked a cleaning lady for some, she told us we had to call the front desk. The staff is friendly and helpful (5*), we were approached for a \"vacation share\" presentation (no thank you!) and since we didn't have the all inclusive, had to pay for our drinks and we were ignored at the main lobby bar when we tried to get a second drink! It's a hassle for them to charge and manage the till. Good thing there is an OXXO right next door where you can buy cheaper beer!! We didn't take advantage of all the amenities but overall, it was a nice hotel.

Partner

8/10

Excellent

03 Mar 2026

Hongyan

I ordered ocean view room. The room facilities are quite old. The shower head and faucet were loose, and the drainage in the bathtub and sink was very slow. The balcony door was rusty and difficult to open.

The bed was very comfortable and the location is good. The bed was definitely the best part of the stay.

Partner

4/10

Poor

03 Mar 2026

Veronica

Location good.el personal amable comida buena.los cuartos occupan mas limpiesa em la area de Puertas y los baños se ocupan renovar y los champus y javones muy mala calidad y muy ruidoso el aire acondicionado.

Friends

10/10

Exceptional

03 Mar 2026

HIEN

Did not use airport shuttle. Breakfast is great!

Partner

8/10

Excellent

03 Mar 2026

Silvia

Don’t feel safety in the elevator, went to the 8 floor and went down again without stopping, reported twice.

Family

8/10

Excellent

02 Mar 2026

Stacy

PROS: Ocean view with balcony was fantastic, beach was wonderful!!

CONS: Bed and pillows a bit hard for my liking. Cleanliness could have been better, dispensers out of body wash and lotion.

Self

10/10

Exceptional

02 Mar 2026

Mariela

Staff was good just my room didn’t had balcony furniture

10/10

Exceptional

01 Mar 2026

Dong Yun

Yes

Leisure Friends

6/10

Pleasant

27 Feb 2026

Roger. Eugene

The room was fine, I had a view of the ocean. Everything was what I expected

Self

6/10

Pleasant

26 Feb 2026

Trevor

Workers are overworked and the all inclusive is a joke! They are more concerned about selling a time share rather then pay the employees better

Friends

6/10

Pleasant

24 Feb 2026

Jamar

The room was ok, for $200 a night the room. I guess you're paying for the oceanview and the convenience of being close to the beach.

Family

4/10

Poor

23 Feb 2026

SNEHASHISH

Here are couple of reviews STAYING AT HOTEL.

1. They provided one bed instead of two beds. when I asked i booked for 2 beds, they told me to provide proof.
2. The staff were not helpful specially in the front desk staff.
3. Did not provide room service and came when asked.
4. The hotel deserve 2 star quality that is why put two star.
5. only good is the beach front side and they maintained it well.
6. 80% staff do not understand any English.
7. The room do not have any microwave. and the heating and cooling does not work well.
8. I believe I should get refund, since the hotel does not deserve that kind of rate.

I will not recommend any Canadians to stay in this hotel.

Family

2/10

Poor

23 Feb 2026

Mitalee

room and washroom both poor quality. water leaking from air condition, terrible noise, wash basin leaking

Family_with_children

4/10

Poor

22 Feb 2026

Avijit

The Room, front desk service, the hotel door was bad. Always noise came from the corridor. Felt very uncomfortable situation. Elevator service was not good.

Family

10/10

Exceptional

22 Feb 2026

Jean

second time at the Krystal. the location, beach, cleanliness and staff are perfect. Thank you

Partner

8/10

Excellent

21 Feb 2026

Marlon

Location

Partner

10/10

Exceptional

16 Feb 2026

Aakash

Not bad

Leisure Partner

10/10

Exceptional

16 Feb 2026

Janice Marie

We love CeCi at Las Velas💗. She was incredibly welcoming and attentive and so kind….we felt like family!! We also loved so may other staff members there throughout the resort!!

Leisure Partner

10/10

Exceptional

15 Feb 2026

Mitzi

The breakfast waitress Cece was excellent! She helped us each day we were there!

Bravo!

Business_and_leisure Partner

6/10

Pleasant

14 Feb 2026

vuyo

Clean, annoying staff, decent amenities

Business_and_leisure Self

10/10

Exceptional

12 Feb 2026

Rita de k

Gostamos muito , a comida maravilhosa , a melhor que já comi em todos hotéis , as bebidas podem melhorar , o ar condicionado na gelava , quarto grande que foi um ponto forte .

Friends_and_family Family

10/10

Exceptional

11 Feb 2026

Luz Mari

Yes , the room was clean and roomy.

Leisure Friends

10/10

Exceptional

11 Feb 2026

Harish

Amazing experience for me!

Staff were courteous, Housekeeping was very good.

Though buffet could have been a little less expensive!

6/10

Pleasant

09 Feb 2026

Skyler

You get what you pay for and sometimes that’s all you’re looking for. We wanted to stay in Mexico two more nights so we decided to stay at Krystal first. We didn’t do the all inclusive option and still had to eat at the hotel because there isn’t much in walking distance with two small kids. It was fine. The staff is professional, but do not go above and beyond. It did seem like those with all inclusive passes got better service. One waiter tried to accuse me of not paying when I charged to the room. That was awkward. Stayed in a family suite and it had a fridge and a sink but no washcloths, dish rags, dish soap or paper towels. Froze the first night and asked for extra blankets and got a sheet. The pool was so cold that we didn’t get in. The beach is gorgeous!! And the sand is soft.. didn’t see any seaweed issues. We wanted a cheaper hotel for only two nights and that’s what it was. Doable, but nothing extra.

Friends_and_family Family

10/10

Exceptional

09 Feb 2026

Traci

Staff was very friendly very responsive! We didn't have air conditioning in our room although they were unable to fix it each time we called someone came right away.
Resort is very clean and nice!
Pool and beach are amazing!!
Downside again we didn't have air conditioning thank goodness each night was cool enough to sleep with the sliding glass door open! The food was subpar. 4/5 Will stay here again

Leisure Partner

10/10

Exceptional

08 Feb 2026

Vivian

Very clean room

Leisure Family

8/10

Excellent

07 Feb 2026

yaxin

Location is great, and all restaurants, shopping malls are in walking distance. Hotel breakfast is also great

Leisure Family

10/10

Exceptional

07 Feb 2026

Marilyn

All good

Leisure Friends

10/10

Exceptional

06 Feb 2026

Elizabeth

Todo está muy bien lo único que no me gusto mucho fue que en el servicio de habitación hay que pagar es extra por un servicio de te aunque tengas todo incluido y en el restaurante tampoco servían el té caliente en tetera

Leisure Family

10/10

Exceptional

05 Feb 2026

Steven

Clean room. Friendly staff. Great location. Good experience with Expedia and Krystal hotel. Highly recommend

6/10

Pleasant

04 Feb 2026

Raul

Rooms were clean. Bathrooms were missing the usually stocked items for this Hotel Rating... There were NO... washcloths, face towels, bottles of shampoo-conditioner-body lotion, soap bar, shower cap, water glasses, etc... The only items in the bathroom were 3 bath towels and bottles of Shampoo-Conditioner-Body Wash mounted on the wall. Expect this from a 2... maybe 3 Star property.

Main bar in lobby was constantly out of stock on the liquor and Cranberry juice for our drinks. Did not restock even after asking... told not until tomorrow. Buffet restaurant is ok at best... too small not enough variety.

Hotel uses RFID chipped bracelets for access throughout the property. However this type of bracelet can TRACK your every move whether your in the Hotel or running around the city, developing a profle of your travel habits and locations visited.

Positively... the hotel is well maintained and kept clean throughout.

10/10

Exceptional

04 Feb 2026

Karen

Great staff, super friendly and made sure we had an amazing stay!

Leisure Friends

6/10

Pleasant

02 Feb 2026

Justina

We couldn’t access the ac. There were not enough towels. Coffee maker was broken.

Leisure Partner

10/10

Exceptional

30 Jan 2026

Jeanette

Amazing hotel!!

6/10

Pleasant

29 Jan 2026

Rohit

They didn't inform me of the various perks I had access to like the higher floor ocean view room until 2 days later (they gave me the lowest possible floor room).

The door if the room I was in was broken

10/10

Exceptional

29 Jan 2026

Cristian

Clean room, friendly staff, we loved the buffet. Location is great. Our whole family completely enjoyed vacations.

Leisure Family_with_children