All reviews shown are from real guest experiences. Only travelers who have booked a stay with us can submit a review. We verify reviews according to our guidelines and publish all reviews, positive or negative.More informationOpens in a new window
The bathroom was incredibly dirty. The food at the restaurant was of very poor quality and not very tasty.
Tashina
Stayed 1 night in May 2024
2/10 Terrible
Melissa
Traveled with partner
May 9, 2024
Liked: Cleanliness
Disliked: Staff & service
Desk Attendant ignored us during our check in.
Two attendants were helping two seperate parties. There was a third desk which no one was working at. We got in line behind the people who were being helped. After waiting 5-10 minutes , a man walks up to the desk without an attendant. The people we Were behind complete their transaction and we step up to the desk. At which point the desk attendant went over to the man who just walked up and starts helping him and tells us the line is now on the other desk. This was incredibly rude and unwelcoming. We will not be returning to this resort. Uli (i think his name was) was professional and pleasant to deal.
Melissa
Stayed 1 night in Apr 2024
6/10 Okay
Victoria
Traveled with family
May 8, 2024
Liked: Staff & service, amenities
The best thing about this hotel is the pool and the people that work there .
Victoria
Stayed 1 night in May 2024
Response from Moises Montemayor-Director de Ventas on May 9, 2024
Hola muy buenos dias, muchas gracias por su visita, esperamos recibirla en su proximo viaje. Saludos!
Front desk people very rude, A/C no working, had wait for repair people to come in.
The place isn't as clean as it was last year.
managers don't care and wont listen to guests.
JOMAR
Stayed 3 nights in Mar 2024
Response from Sincerely, General Management on Apr 27, 2024
We are very sorry that we were unable to meet your expectations for your recent stay. We offer a sincere apology and will be sure to pass your comments along to our staff so that we can improve our service. We hope you will give us another opportunity to serve you better in the future.
The food at the restaurant was cold and very underwhelming for the restaurant not to be busy the wait staff wasn’t very attentive, the food came out cold….. then the lights went not sure why …. So the room became instantly a hot box the staff didn’t have any idea of when the lights would be back on there was no hot water since the lights went out i guess. I was on what they considered as the 4th floor but in order to check out i had to walk down 6 flights of stairs with my bags on a scale from 1-5 on cleanliness would rate it a 3. Overall stay i don’t think i would go back!!!!
Jessica
Stayed 1 night in Apr 2024
Response from General Management on Apr 27, 2024
We are very sorry that we were unable to meet your expectations for your recent stay. We offer a sincere apology and will be sure to pass your comments along to our Food and Beverage department so that we can improve our product and service. We hope you will give us another opportunity to serve you better in the future.
We are sorry to hear that your stay was not as expected. We took notes of your previous comments and will take them into account to provide a better experience for our guests.
8/10 Good
Warkel, Nassau
Apr 9, 2024
Warkel
Stayed 5 nights in Apr 2024
Response from General Management on May 3, 2024
Thank you for staying at Krystal Urban Cancún & Beach Club.
The sheets had stains and hair, same for the towels. The carpet on the floor had a lost of dust and on some corners there are so small plastic garbages. I would not recommend the hotel.
Eliot
Stayed 1 night in Mar 2024
Response from General Management on Apr 2, 2024
We are very sorry that we were unable to meet your expectations for your recent stay. We offer a sincere apology and will be sure to pass your comments along to our Housekeeping department so that we can improve our product and service. We hope you will give us another opportunity to serve you better in the future.
2/10 Terrible
Johan
Mar 21, 2024
Johan
Stayed 1 night in Mar 2024
Response from Gerencia General on Apr 11, 2024
Lamentamos que la estancia no haya sido como esperaba. Apuntamos sus comentarios y los tendremos en cuenta para ofrecer una mejor experiencia a nuestros huéspedes. Gracias por su opinión.
6/10 Okay
Felice
Mar 13, 2024
Disliked: Amenities
This was a very, very basic hotel. The hallways could’ve been a little cleaner, but the area itself lots of restaurants, shopping easy to catch a cab, the bus, not too far from the beach.
Felice
Stayed 10 nights in Jan 2024
Response from General Management on Apr 2, 2024
We are sorry to hear that your stay was not as expected. We took notes of your comments and will take them into account to provide a better experience for our guests. Thank you for your feedback.
8/10 Good
Latres
Traveled with family
Mar 7, 2024
Liked: Cleanliness
The checks in started of rocky. There were 3 staff at check in. The women were terrible. The need a lesson in hospitality. However the guy was great. The penthouse suite was great. The breakfast was ok, need more of a variety of fruits and juices.
Latres
Stayed 1 night in Feb 2024
Response from General Management on Apr 2, 2024
We are sorry to hear that your stay was not as expected. We took notes of your comments and will take them into account to provide a better experience for our guests. Thank you for your feedback.
We are sorry to hear that your stay was not as expected. We took notes of your comments and will take them into account to provide a better experience for our guests. Thank you for your feedback.
Dear Madelainy, it is with great sadness that we learn of an overall disappointing experience, for which we offer our sincerest apologies.
6/10 Okay
Alan, San Diego
Traveled with partner
Mar 5, 2024
Disliked: Property conditions & facilities
The hotel is in desperate need of an upgrade. The carpets are dirty, the walls need a refresh of paint. We were told by the front desk to be careful walking at dark in the area as it's not the safest.
Alan
Stayed 2 nights in Mar 2024
Response from General Management on Apr 2, 2024
First, let us thank you for your preference at Krystal Urban Cancún & Beach Club, likewise, we want to thank you for sharing your comments, your opinion is of great value to us, it allows us to improve day by day. Therefore, we are constantly working on the maintenance of the Hotel and its facilities to improve your experience and comfort. We are sorry to know that you have experienced this inconvenience, hopefully you can give us a second chance to serve you as you deserve.
It advertised and I chose this hotel based on it having “beach club access” which the resort refused to honor. Even though our booking clearly showed that was the room category we booked. Said it only came with a 3 day stay once we checked in, even though the website does not have that limitation listed. We will never stay here again literally nothing to do.
Elaine
Stayed 1 night in Feb 2024
Response from General Management on Apr 2, 2024
Thank you for staying with us, we hope to see you soon. We believe it is important to mention that the beach club has theyre own rules, therefore, the Krystal Urban Cancún Hotel team is only in charge of promoting them. It is worth mentioning that the ACCESS benefit to the beach club is completely FREE. We hope this will not affect future bookings and we look forward to welcoming you again.
We appreciate the time dedicated to share your experience.
8/10 Good
MARCO
Feb 22, 2024
MARCO
Stayed 1 night in Feb 2024
Response from General Management on Apr 2, 2024
Thank you for staying at Krystal Urban Cancún & Beach Club.
6/10 Okay
felicia
Feb 20, 2024
Liked: Staff & service
Disliked: Amenities
I completed the Expedia survey after checking in. Expedia reached out to the GM to let them know I hadn’t received my vip access until I received a call from a staff member informing of it. Which I appreciated. However, room the towels are old and dingy. If you don’t have a car you have limited access to get to the beach club via their shuttle drops off early morning and 1 pick up in the evening.
Encountered 1 gentleman at the front desk who didn’t have any patience so another person graciously helped me. All other staff were great! Last minute trip, I wouldn’t stay here again
felicia
Stayed 4 nights in Feb 2024
Response from General Management on Feb 24, 2024
We are sorry to hear that your stay was not as good as you expected. We took notes of your comments and will take them into account to provide a better experience for our guests. Thank you for your feedback.
Free transportation shuttle to Krystal Cancun at Punta Cancun. Starbucks in the hotel lobby. Chef to cook requests at breakfast buffet. Free beach/pool towels. Walking distance to major shopping center and bus stops. Walking distance to the lagoon and money changer. Helpful staff. Clean. Reasonably priced.
Anthony
Stayed 5 nights in Feb 2024
Response from General Management on Feb 17, 2024
Thank you for taking the time to share your experience with us.
The Phone in room was not working and there was loud noise all night coming from the roof or some balcony a metal or a outdoor piece of furniture banging all night with the wind, the towels look old and gray. Everything else was ok.
Karla
Stayed 1 night in Feb 2024
Response from General Management on Feb 17, 2024
We’re sorry that your stay not as expected. We hope that on your next visit we can provide you with a better option.
I will never stay there again, staff at front desk need to be trained in customer service.
Julia
Stayed 3 nights in Feb 2024
Response from General Management on Feb 24, 2024
We are sorry to hear that your stay was not as good as you expected. We took notes of your comments and will take them into account to provide a better experience for our guests. Thank you for your feedback.
10/10 Excellent
Falilou
Feb 10, 2024
Falilou
Stayed 3 nights in Feb 2024
Response from Gerencia General on Apr 2, 2024
Muchas gracias por su preferncia hacia la marca Krystal.
During one of my walks my phone got snatched not on the property, but somewhere downtown. I came back hoping the hotel would let me call home to get help in locating my phone or to report it stolen on findmy app. They told me it was not their responsibility, and they could not help me. I went for help on the streets and found someone caring enough to let me use their personal phone for a fee. Losing the phone sucked but i got another one the next day, but you would think that a hotel that i stayed at for three weeks would at least help someone who needed it especially not being from the country.
Joshua
Stayed 14 nights in Jan 2024
Response from General Management on Feb 24, 2024
Dear Vanessa, it is with great sadness that we learn of an overall disappointing experience, for which we offer our sincerest apologies. This assessment has been addressed by management.Please know our front desk team has received your feedback regarding your case, we are taking the necessary actions to prevent this from happening again.
2/10 Terrible
Raul
Feb 8, 2024
Raul
Stayed 1 night in Feb 2024
Response from General Management on Apr 8, 2024
Dear Raul, it is with great sadness that we learn of an overall disappointing experience, for which we offer our sincerest apologies.
Nothing was good about this location. Management staff is horrible and rude. Rooms smells stale. They need new towels and toilet not working. Hallways dirty. We had a very bad experience. Hotel transportation limited
I enjoyed the view from our 11th floor balcony! And the buffet breakfast was very good! And the swimming pool was refreshing. The hotel also provides a pass to another Krystal hotel in the hotel zone area! The hotel is located in the center of fun!
The hotel was outstanding. The price was very good position was very good but the one big problem was the noise as it was unbearable and kept us awake until 3 am. When it finally finished. I did ask for another room they said they were full.
The staff were very helpful. Very polite, but the noise is unbearable for anyone as the room was directly above the main street.
Excellent service as always from the reception desk. Jose made sure I had a smooth check in and provided me with an amazing room with a nice view being a regular customer. 5 stars from me.
We initially loved it for its cleanliness and access to restaurants and beach however we went across the street to buy mocha frappes in a glass bottle and upon shaking the bottle to mix the bottom of the glass container just broke off and spilled all over my husbands clothes and stained the lobby sofa and floor. We immediately went to notify the reception desk and the night manager Jose came out infuriated that we shouldn’t have drinks in lobby seats and that he was not going to clean it if that’s what we anticipated, and that he was going to charge us for the sofa for spilling the coffee and that he wasn’t going to clean it. We were shocked at the treatment we received here. We even offered to clean it and he only demanded money from us to pay for this accident.