Krystal Grand Cancun

Amazing vibes the chef was Finn and very interactive food was good and fulling

We were extremely disappointed with our recent 10-day stay at the KRYSTAL GRAND CANCUN. This was our third visit, which makes the dramatic decline in quality particularly disappointing. Based on what we experienced, this resort is no longer operating anywhere near the 4- or 5-star standard represented when we booked. In our opinion, it is currently closer to a 2.5- to 3-star property at best.

The food situation was unacceptable. Despite paying for an all-inclusive vacation, there were periods during the day when virtually no food was available, forcing us to leave the resort and spend additional money on meals. The dinner buffet sometimes had as few as five dishes. Breakfast was missing basic items such as cereal, yogurt, milk, bacon and sausages. Desserts consisted of small, unappetizing and seemingly stale pieces of cake. The café shelves were largely empty. We were also told there was NO ICE CREAM anywhere on the resort, and pizza slices that had previously been available were gone.

The advertised à la carte dining was equally disappointing. Of the three restaurants advertised, only one was operating on a given night, and obtaining a dinner reservation was virtually impossible. This left us with the severely limited buffet or the option of paying for food elsewhere.

For several nights we were made to eat in what appeared to be a basement room, with leaks coming from the ceiling. The route into this area was dark and presented what we considered serious health and safety concerns, including inadequate lighting, uneven ground and wet flooring. The buffet location also changed repeatedly, which raised concerns about food handling and overall organization.

Even basic amenities were lacking. Bottled drinking water was not provided in the rooms or elsewhere on the resort after the first day. When we asked the front desk about water, we found the staff rude and unhelpful. Hot water was also unreliable, with some days having little or none.

The alcoholic beverages often appeared to contain little or no alcohol. Beach service had also been significantly reduced: previously, food was available along with drinks, but now only drinks were offered. This was particularly unacceptable given the already severe lack of food options.

One afternoon at approximately 2:00 p.m., we walked from the beach to the pool snack bar because we needed food, only to be told there was none available. We were essentially left with the option of waiting until the buffet opened at 6:30 p.m.—more than four hours later. This is completely unacceptable at an all-inclusive resort.

We understand that sargassum is a natural issue and do not blame the resort for its presence. However, the amount was so severe that we could not swim in the ocean even once during our 10-day stay, further diminishing an already disappointing vacation.

We are not picky or demanding travelers. We simply expected the basic services and amenities we paid for to be available. Instead, we repeatedly felt that our basic needs were not being met.

We were also told the hotel may be in the process of being sold or operating under different management. If this is true, the tour operator has a responsibility to accurately inform customers about significant changes to the resort and its services BEFORE they book.

This was not one isolated bad experience—it was a consistent pattern of reduced services, poor food availability, maintenance issues, unreliable amenities and inadequate customer service throughout our entire stay.

What was advertised to us was NOT what we experienced. Had we known the true condition of the resort and the extent of the reductions in services, we would have chosen a different hotel.

The tour operator needs to investigate this property and determine why it continues to be marketed at a standard that, based on our experience, it simply does not currently meet.

Location : great Atmosphere: ok Rooms: clean but outdated Cleanliness hotel: ok could be better

Service : waiters at the pool were present but not all the time. The little cafe inside the hotel, the morning lady, she did not like her job, long face and looked bothered when you needed a coffee.

In the restaurants, you had to ask twice to get service, very slow service

Note: no air conditioning out the resort, including restaurants, lobby and the elevator, very uncomfortable

The beach chairs were very old and dirty. The cushions st the pool were stained and dirty.

They have restaurants on site that you need to get up at 7 am to book and by 7:30 they are fully booked. Managed to book one restaurant , gross.

Buffet breakfast, lunch was ok , very very few options , one choice of cheese, one choice of cold cuts, two or three choices of fruit. Pancakes and French toast all week, no bacon only chopped hotdogs

We ate out at night as we’re so fed up of the same food every day.

I would not recommend going there at all. Find another hotel there sre many beautiful hotels in Cancun, STAY AWAY