Krystal Cancun

CANCUN, Paseo Kukulcan, km 9 Lote 9 y 9A
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100 reviews shown

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

10/10

Exceptional

28 Jan 2026

Raymond

Everything excellent

Partner

8/10

Excellent

27 Jan 2026

Billy

We had a wonderful stay and would have given 5 stars but were frustrated by the constant pester for time share tours as well as check in was long and frustrating. We didn’t like having to have a bracelet on 24/7 as it was hard plastic and not comfortable.

The room was lovely, the food was fabulous, the ocean was amazing as well as the pool!

Leisure Partner

6/10

Pleasant

27 Jan 2026

Joshua

After stay at a Riviera Maya resort, this was subpar. Staff was not attentive, the facilities were old and the food was blah

Partner

10/10

Exceptional

26 Jan 2026

Laura

Room was basic but large and clean. I wish my ocean view balcony room want obstructed by a building near the pool! Breakfast was great between both of the restaurants.

Friends_and_family Friends

8/10

Excellent

26 Jan 2026

MARITZA

Staff is super amazing, the event staff we're so entertaining and fun. Rooms need a little updating but I had the club king room ocean view suite and due to my view made it 100 times better. Food is okay. Mediterano restaurant and Velas was good

Leisure Self

8/10

Excellent

25 Jan 2026

Shantel

The amenities were great and the staff was amazing. The only opportunity for improvement would be the dinner options, which I’d rate a 5/10.

Leisure Partner

8/10

Excellent

23 Jan 2026

Sandra

The best was how our personal concei

10/10

Exceptional

22 Jan 2026

Chris Joseph

Rooms and resort were very clean. Staff were amazing. Especially Carlos our waiter on the beach. Could use some bacon or sausage for breakfast.

Leisure Partner

10/10

Exceptional

16 Jan 2026

Ricardo

Staff was super nice

Leisure Family

8/10

Excellent

16 Jan 2026

Alejandro

It’s was good.

Family

4/10

Poor

16 Jan 2026

Trina Louise

The hotel makes a great first impression. The exterior and lobby are attractive and feel like a nice property. Unfortunately, that’s where the positives mostly end.

The room was very small with extremely thin walls — we could hear everything our neighbors were doing. Cleanliness was a major issue. The bathroom was disgusting, and the shower was old and worn. Overall, the room felt dirty and poorly maintained, which was very disappointing compared to the lobby.

We also had an uncomfortable experience at the Mediterranean restaurant where a waiter entered his own tip, both on the receipt and directly into the credit card machine, without our consent. When I noticed and tried to address it, the waiter disappeared, and no one would help. I reported it to the front desk and was told a manager would contact me, but that never happened. I also noticed similar tipping behavior throughout the resort. Service was poor unless you tipped first.

The surrounding area outside the resort felt dirty.

The highlight was the beach — beautiful, calm water and easily the best beach experience I’ve had in Mexico. Locals share the beach, which we didn’t mind.

Overall, due to cleanliness, thin walls, service issues, and the tipping incident, I would not stay here again.

Leisure Friends

10/10

Exceptional

15 Jan 2026

Robert

Great omelette station

6/10

Pleasant

15 Jan 2026

Hassan

Elevator half broken during the entire stay. Room aged but okay. Breakfast was very good.

10/10

Exceptional

12 Jan 2026

Patricia

Lots of variety at the breakfast buffet. I ordered a fresh omelet. There was a variety of pastries and fresh fruit.

Friends_and_family Family

10/10

Exceptional

12 Jan 2026

Naushad

Amazing breakfast and pool and beach access.

Leisure Partner

4/10

Poor

12 Jan 2026

Suzanne

Horrible!!! The food was had no taste, the alcohol was watered down and any they of fruit juice was water with coloring (orange water, apple water), the service was bad, rooms are old, did not clean the bathroom left trash in the room only made the bed. When staff didn’t want to help they pretended they didn’t speak English. Room on my floor was under construction so there was noise in the early morning and then noise at night from the room next door, door slamming, someone vomiting, laughing and loud talking in the balcony in the 2am- 5am.

I must say however that the outside, lobby, pool and beach were very beautiful and the rooms on the higher floors have a beautiful ocean view especially at sunset and sunrise off the ocean.

Leisure Family

6/10

Pleasant

09 Jan 2026

Mark

The beach and staff are perfect but the late night noise is too much. Loud parties and music do not make for restful sleep.

Leisure Partner

4/10

Poor

08 Jan 2026

Faiyazmehadi

The tv remote didnt work well, room wasnt clean

10/10

Exceptional

08 Jan 2026

Mileide Tainara

I love this place!

Leisure Partner

8/10

Excellent

07 Jan 2026

Karen

Great location, walkable to Senior Frogs side. The beach and pool are absolutely beautiful. I appreciated that there were plenty of open chairs to sit around the pool. The room which was a deluxe ocean view room, needed updates. Also, beds were hard and pillows were hard and lumpy, so it was not very comfortable sleeping. We chose the all-inclusive option and at the end of every meal, the waiter brought us a folio with a detailed bill reflecting total of zero dollars due. We tried to leave a tip on a line for Service on the copy that we sign, but a waiter told us that we needed to tip in cash or credit card. I found that confusing and unsure of if we could add a tip or not. Good enough place for the price.

Leisure Family

6/10

Pleasant

06 Jan 2026

Farhad

Elevators had many issues.

Business_and_leisure Family

6/10

Pleasant

06 Jan 2026

Hoai-Huong Linda

Beds were old and pillows were so big and hard. Like boulders. There wasn’t a put a charging station between the bed on the nightstand.
View was beautiful, buffet looked mediocre. We may look at krystal grande next time to see if more updated and better pricing.

Friends_and_family Family

10/10

Exceptional

06 Jan 2026

Robert Scott

I like it here cause it has a great beach and it’s close to everything

Business_and_leisure Self

4/10

Poor

06 Jan 2026

Martha Lucia

There are scammers at the lobby of the hotel. I was looking for someone to help me with information about tours, and they did help me, but first I had to go through the process of buying a vacation club timeshares which I'm currently disputing because I'm finding charges on my credit card that I didn't authorize.

Leisure Family

4/10

Poor

05 Jan 2026

Milaim

Would not recommend

6/10

Pleasant

05 Jan 2026

Lakshmi

We had a terrible experience with one of the front desk employees when we checked in. After almost an hour of checking in 4 rooms for 12 people, he had given us the wrong room. We had double all rooms and he had confirmed that they matched our booking. When we went back to check he was very dismissive saying it’s based on availability and lied when I called for supervisor saying he checked with me that he would give a different room. His supervisor was kind enough to give us the room matching our booking. But after a long travel, this exchange was very tiring and frustrating. He didn’t even apologize for the incorrect room allotment and behaving so rudely with us. The supervisor apologized on his behalf. Rest of the stay was great. Rooms were clean and spacious. We had booked ocean front rooms so it was beautiful. There were some minor issues like mirror missing in the room outside of bathroom or bathroom exhaust not working etc. Location, other staff, food was all great. We had a great time for the rest of the duration.

Leisure Family

4/10

Poor

05 Jan 2026

Diego

Room had a pretty bad smell in the bathroom, room looked decaying, no hot water and no hand towels even though we were told someone will bring them over to our room, it never happened

Partner

2/10

Poor

05 Jan 2026

Maria G

One Star - A Nightmare Stay at Krystal Cancun

My recent stay at the Krystal Cancun was nothing short of a disaster. From the moment I entered my room, I was assaulted by the overpowering stench of mold, which was rampant in the bathroom. The room was far from clean; the sheets were stained with what appeared to be blood, and I woke up covered in bug bites each morning. Adding to the unpleasantness was a persistent sewer odor emanating from the drains, permeating everything in the restroom. Our belongings, including my husband's sandals which were left in the bathtub area, were tainted with the same foul smell.

Sleep was an unattainable luxury, as the resort is situated right next to a club that blasts music until 4:00 a.m. The noise was unbearable and made any attempt to rest futile. To top it all off, we were relentlessly harassed by timeshare employees every single day of our vacation. Their aggressive sales tactics turned what should have been a relaxing getaway into a stressful ordeal.

What's worse, all of these issues were reported to a supervisor, who showed complete indifference. There was no apology, and the only offer was to move us to another room for an additional $500.00.

I strongly advise anyone considering this resort to look elsewhere. The Krystal Cancun failed to provide even the most basic standards of cleanliness and comfort, and the constant disturbances made it a truly awful experience.

Leisure Partner

8/10

Excellent

05 Jan 2026

Jody

Beautiful beach, great location!

Leisure Partner

10/10

Exceptional

04 Jan 2026

Wanderson

The breakfast needs more options everything else is wonderful

Business_and_leisure Family

10/10

Exceptional

04 Jan 2026

Esther

Everyone was soooo nice!!! The room wasnt fsncy, but it ws

8/10

Excellent

04 Jan 2026

Ricardo

The room had a good size and was clean. The best feature of the hotel was the pool/beach. the location of the hotel is perfect. The bar team at the pool is very polite and make great drinks.
The buffet for breakfast or dinner was the weak point of our experience.

Leisure Family

2/10

Poor

04 Jan 2026

Anu Roopa

They had water supply issues at the hotel which meant we had no hot water on one of the days and very low pressure on the other day.

When they eventually fixed the issue the water smelt so so bad that we couldn’t use it. There was a strong sulphur gas smell which was unbearable in the bathroom.

When we reported the issue there was no action taken to compensate us, they instead said it would take 4-5 hours for water supply to return. After swimming in the beach and drenched in salt water it was not what we wanted to hear.

Partner

2/10

Poor

04 Jan 2026

Christopher

Hotel felt like it was in shambles. No hot water for 3 out of 4 days, elevator trapped us and had the controls open for anyone to mess with, and running water in hallways in front of elevator and stairs. The ammenities said the hot tub was adults only, but there were more kids than adults with staff just ignoring it. Tried to order room service multiple times, but ultimately couldnt get ahold of anybody. Staff were friendly to your face, but ultimately didnt care about any of the issues we had. The cleaning lady told us the whole hotel had no hot water, not the front desk. Just a horrible place! Thank goodness we didnt get the all inclusive, the food was mediocre here at best. Simple communication is key, it can really make a bad situation acceptable, and this place has 0 communication or accountability.

Leisure Family

10/10

Exceptional

04 Jan 2026

Tikiea

Absolutely beautiful my favorite hotel in Cancun

10/10

Exceptional

03 Jan 2026

Daniel L

Clean room, staff was nice, amenities was nice, beach & pool area was beautiful. The ocean was beautiful

Leisure Partner

4/10

Poor

02 Jan 2026

Pablo

The furniture is stained and rusted

4/10

Poor

31 Dec 2025

Elisa

The b

10/10

Exceptional

31 Dec 2025

Reyna

Seafood

Leisure Friends

10/10

Exceptional

29 Dec 2025

MAXINE R

The access to beach/ocean makes this place worth every dime.

10/10

Exceptional

28 Dec 2025

maritza

The staff where very helpful and allowed us to get our food and drink wrist bands before are room was ready as we where there 5 hrs before check in time so we could start relaxing.
Overall a very pleasant experience

Leisure Partner

10/10

Exceptional

25 Dec 2025

Mark

Lovely all inclusive. Perla, Belen, felipe (the tpur guide guy outside) were all so warm and welcoming.

Leisure

10/10

Exceptional

24 Dec 2025

MIGUEL ANGEL

-Clean room
-Great friendly staff
-Gym has everything you need for a good workout could use a little more equipment but overall not bad.
-the mediterráneo restaurante amazing!!!!!!!!
-and ofcourse the beach

Leisure Partner

10/10

Exceptional

22 Dec 2025

ROMAN

Thank you to everyone in hotel staff and to the expedia experience. We had a blast. We felt like we were 1st class without the high cost. Only one recommendation the pillows were a little large and firm.

Leisure Partner

10/10

Exceptional

21 Dec 2025

Brittany

Staff more helpful to first time visitors and English speaking staff for help.

Leisure Family

2/10

Poor

20 Dec 2025

Yosef

They really didn’t have good service. As my room was not getting cleaned. Charged me 140$ for cleaning fee. When they did not come to my room to clean for 1 day. I would not recommend. Very bad people

Business Family

2/10

Poor

17 Dec 2025

Nicholas

Very limited staff that spoke English or could understand at all. You was always being hounded to try to buy something in the lobby. You could not go from your room to the beach without being hounded by three or four people. The food was almost a complete joke we was all inclusive stay. But the restaurants hours and the days they was closed most of the time making it almost impossible to eat in them. You have to make reservations to eat in them unless you want to eat the buffet so 90% of the people is having to eat the buffet, so it was very crowded very poor staff and service. Drinks on all inclusive you will drink the bottom shelf stuff as possible they do not even have beer on it. You will pay five dollars a beer or walk across the street and buy a 12 pack for $10. There’s two or three nightclubs right there that base rattles the walls until two or 3 AM every night or if you’re trying to sit out on the beach and enjoy the beach. That’s all you can hear. This was a middle of December. Try to get away for a few days so I could not imagine what it would be like in the summertime.The water in the room was pretty bad if you ran a glass of it it looked like orange rust water. That’s what you were showering in and smelled like rotten eggs. And if you like sleeping on a bed that is harder than the floor.

Leisure Family

10/10

Exceptional

16 Dec 2025

Ana Laura

Perfect

Business_and_leisure Family

6/10

Pleasant

15 Dec 2025

Ashley

good stay , they just gave me my room an hour late and didn’t apologize or try to reedem that

Leisure Partner

8/10

Excellent

15 Dec 2025

Ben

Great value for a really great if not the best beachfront location. Staff was great. Place is well kept and smells clean. Walking distance to nightlife, bars and restaurants. Room we stayed in was outdated, wear and tear on the mattress, tub drains slowly, wish there were more food options aside from local fare but this didn’t hamper our stay experience. We will stay again.

Leisure Family_with_children

6/10

Pleasant

12 Dec 2025

Griselda

Staff

2/10

Poor

08 Dec 2025

Rosemary

That. Hotel was dirty and pathetic,elevator down all the time. Food was below average.

6/10

Pleasant

02 Dec 2025

JOSE

The lobby looks good, but the rooms need to be remodeled, the hallway and the room smelled musty.

The staff at the lobby were not that courteous, they were in a hurry. Not enough parking space, breakfast was not good at all.

Good thing about it is that you have the beach a few steps away.

Leisure Partner

8/10

Excellent

01 Dec 2025

SAAD

Room needs to be upgraded. Cabinet door keeps open.
Elevator to our room is out of order so we used the stairs all the time
Breakfast was excellent and no issues with most of the other things

Leisure Family

2/10

Poor

01 Dec 2025

Nelly

Sadly, I didn’t have a good experience at this hotel. The food was poorly prepared and not good quality, service was not good, housekeeping terrible they wouldn’t leave clean towels either toilet paper even after multiple requests. I had a leaking in my bathroom which I reported early in the morning and got back to the room at 8pm and still no one showed up to fix it. They changed my room until they saw me very upset at the situation. The staff was not all the best, some were but not all. I didn’t like that you have to make reservations for dinner and the last days couldn’t make any and the buffet was bad. Also, if you pay for all inclusive package why do they still make you pay for extra menu? Makes no sense! Also, at the pool or outside they only offered drinks no snacks and took forever to bring them. The pool and the restaurant outside would close very early so by dawn the hotel is dark dead already nothing to do at night and the lobby is so crowded which also closes at 10:450pm. I wouldn’t go back to this hotel again. It was not pleasant and it t wasn’t worth the price I paid.

Leisure Family

6/10

Pleasant

30 Nov 2025

Laura

Only 1 elevator. Room stunk really bad. You had to pay to use the TV. Bed was super hard. They said we had a free day use of an outdoor bed on the beach but no one knew where we could make the reservation so we were never able too.
The nice thing was the beach. The cleaning ladies were really great too.

10/10

Exceptional

30 Nov 2025

Aldo

El mejor hotel para quedarte

Friends_and_family Family

10/10

Exceptional

30 Nov 2025

Alondra

Nuestra estadía fue excelente, Suremy en recepción muy atenta, las concierge Abigail y Monserrat siempre al pendiente de nosotras. La habitación limpia y con una bonita vista a la ciudad y al mar. Sin duda alguna volveremos.

Leisure Family

4/10

Poor

30 Nov 2025

Kathleen

The room smelled of mold.
We asked for a room change but they only gave us an air cleaning machine.
We had to keep the AC on high all the tine and it was very cold.
The TV didn’t work- although we had the techician there theee times he couldn’t get a signal.

8/10

Excellent

28 Nov 2025

Javier

The hotel has access to the best beach in all Riviera Maya. That’s the reason you should stay here. Hotel is a bit dated but the beach area makes up for everything. All-inclusive may not be worth it unless u really don’t want to go out to eat or order food. Again, the beach access makes this one of the best values in all Cancun and Riviera Maya without a doubt. Beach is super chill perfect for children or older folks.