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Reviews (3,959)
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Reviewed 5 April 2018

We stayed at the Krystal next door last year. We wanted to see what amenities options the Krystal Grand provided. These hotels are very similar, but I can say there was a difference, The Grand was a little nicer all around. The food was definitely better, the service was a little better, and the drinks absolutely have more options. Right off the bat we had a smooth check in and loved opening the door to see our amazing ocean view. The room was perfectly clean and comfortable. The service on the beach was good, the service at the pool bar was amazing. Jose Louis was terrific, knew how I liked me drinks made after one time. When he was off, Ramon was fantastic and took great care of us as well. The Hibachi restaurant was really really good, our chef who is in my picture was really great! Risotto, the Italian restaurant was the only time we weren't really thrilled. It seemed to have too many rules and our waited was not the friendliest. Breakfast was a struggle every morning, no real order to where things are placed, you can get a coffee pretty easy, but nearly impossible to get a water. Make sure to go next door to Krystal and check out their sushi bar and the beach taco stand. We would definitely come back! Thanks for the great time to the entire staff. I should also add a special thank you to Alejandro on behalf of on of our party members, he had a rather difficult request prior to arrival and Alejandro was on top of it! If you come to this hotel and have a bad time, its probably your own fault. Bring a couple dollars for tipping and make sure to make conversation with the waiters and bartenders, it goes a long way.

Room Tip: talk to the staff, give them a tip, and your service will be amazing. Whats a few extra dollars when you're on vacation.
  • Stayed: March 2018, travelled as a couple
    • Value
    • Cleanliness
    • Service
1  Thank penguinsfan14
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alejandro V, Gerente de Calidad y Servicio at Reflect Krystal Grand Cancun, responded to this reviewResponded 7 April 2018

Dear guest, we acknowledge your rating. As hospitality industry, your satisfaction is our most important goal.

For me, was a pleasure may assisted you before, during and contact you now, after your stay. Remember this is your home and we all are happy expecting for your return here, your home away from home.

Regards!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 April 2018 via mobile

If you are planning on going clubbing and drinking in Cancun, this hotel has a an excellent location. A block away from Cocobongo, Carlos n’ Charlie’s, Hard Rock Cafe and other clubs. For families, not a great walking location at night. Okay during the day, though. I must say that the hotel was very quite. Great beach but if you are there over a Mexican holiday (as we were) it’ll be packed with locals. Food was not cheap but fairly priced for a resort. Would definitely consider returning but not on a holiday.

Stayed: March 2018, travelled with family
Thank EddieVTC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alejandro V, Gerente de Calidad y Servicio. at Reflect Krystal Grand Cancun, responded to this reviewResponded 6 April 2018

Dear guest, first of all let us thank you choosing us to be your host for your past holidays in Cancun, we really sorry our privileged location was not what you were expecting for, because we are to close to the interest points in Cancun.

We really hope to have the chance to serve you again in the future to can offer our services in our pools, where I´m sure you will find the rest time you are searching for.

Please back soon, Regards!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 April 2018

I have been at the hotel with my brother, and our girlfriend in march 2018.

The hotel looks really good. We were in the altitude tower.

First impression, the staff is nice, the rooms are nice, the pools are nice, the beach is beautiful and everything looks good. But after living there for a couple of days, you start noticing that the hotel as no animation, not a lot of bathrooms, not a lot of bars... There is just a lots of things missing.

Only 3 a la carte restaurants. The restaurants are good, but there are 2 on the resort (Italian and Asian). The 3rd one (Mexican) is outside of the resort.

There is a bar in the lobby, one in the pool, and a mini beach bar. But there are no outside bar except the pool where you can sit down and enjoy a drink.

Please note the infinity pool is only for people in the altitude tower but it's not written on there website.

Most of the staff is really nice, but some are not. The barman in the pool bar really doesn't like is job and doesn't care about the people. We even ad a waiter at the pool asking: "Who is going to tip for that?" after bringing us food, and we had already gave him some tip that day.

Overall it's a nice quiet hotel. If you are not looking for a lot of commodities, and just a quiet time, then it's the right place for you. We enjoyed it because of it's location. It's a 4 minute walk to the restaurants, bars and club area.

The beach is really nice.

Stayed: March 2018
Thank Ali S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alejandro V, Gerente de Calidad y Servicio. at Reflect Krystal Grand Cancun, responded to this reviewResponded 6 April 2018

Dear Mr. Ali, we really sorry any inconvenience you experienced during your stay about our services, you may be sure our executive team is working to improve the service our colleagues offer in all the hotel areas, nonetheless, we are a relaxing concept hotel and all the facilities we offer are under that theme.

We really hope to have the chance to serve you again in the future, in order to offer the service you deserve.

Regards!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 March 2018

We upgraded to an ocean view room and glad we did. The view on the 10th floor was beautiful. Nice to sit outside at night before bed and in the morning with a cup of coffee. The resort was very clean with workers cleaning up, even the sidewalks, every morning. The employees were wonderful from Alejo, Victor, Jose, Rafino, and Edward at the pool, beach and Veranda bars to our maid Yolanda who kept our room clean and refrigerator stocked. (I'm sure I'm forgetting some names but can't remember them all!). Our check in was quick and easy - even when we asked for a room change to be closer to friends and ocean view, there were no issues. Didn't experience any of the complaints from previous visitors. If you come here for nightly entertainment, this isn't the place. But there is so much to do right outside the resort. It was different, for us, to have to sign for everything, but it wasn't really that big of a deal. We didn't have a problem at all with noise at night either. I suppose loud guests can happen at any hotel. I've seen complaints about shower pressure, but it's a rainfall shower head. It's not supposed to have lots of pressure! We were there with four 18 year old boys for spring break. They had a great time, even without a lot of nightlife in the resort. They did go next door to the Krystal a couple times to play pool basketball. I guess it depends on what you're going there for. We had a great time.

Room Tip: Ocean view was beautiful
  • Stayed: March 2018, travelled with friends
    • Value
    • Location
    • Service
2  Thank lisasco67
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alejandro V, Gerente de Calidad y Servicio at Reflect Krystal Grand Cancun, responded to this reviewResponded 7 April 2018

Dear guest, we really appreciate your rating, your feedback is really matter for us.

You may be sure we shared your comments with all the staff en we all are happy expecting for your return. Remember this is your home away from home.

Regards!

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Reviewed 30 March 2018 via mobile

There is really nothing to say except I really rather live in hell than this hotel. Price is too high, service is so terrible, bathrooms are so small and air conditioning is the worst. I do not want anyone to experience the same experience. So please keep away from this hotel.

Stayed: March 2018
3  Thank Ali I
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Alejandro V, Gerente de Calidad y Servicio at Reflect Krystal Grand Cancun, responded to this reviewResponded 7 April 2018

Dear guest, we really sorry the inconvenience you experienced during your stay. We really hope have had the chance to know about your inquiries during your stay, in order to can fix the inconveniences.

Please accept our most sincere apologies and gift us the chance to serve you again in the future, to can take care for you as you deserve

Remember this is your home away from home.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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