Payments made by partners impact the order of prices displayed. Room types may vary.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
Reflects recent average nightly prices reported by our partners, and may not include estimated taxes or fees. Price at checkout may differ.
Cheaper
Average
Higher
About
4.0
#12 of 28 resorts in Cancun
Location
Rooms
Value
Cleanliness
Service
Sleep Quality
Tripadvisor gives a Travellers’ Choice award to accommodations, attractions and restaurants that consistently earn great reviews from travellers and are ranked within the top 10% of properties on Tripadvisor.
The Krystal Cancun offers the best of both worlds. It is in the prime area of Punta Cancun - the heart of the activities and entertainment district of Cancun - yet once you step through our doors, leave the hustle and bustle of the world behind as you relax on our stretch of white sand beach, take a dip in our hotel's panoramic pool, or enjoy a massage at the spa or even better, abandon yourself in our beach bali beds. Everything you could need or want is at your fingertips and our goal is to ensure your ultimate relaxation. Our resort's stunning rooms and suites have been designed for every kind of traveler in mind, from our family rooms, which provides more space, to our ocean view guest rooms, to our suites - including the master and presidential suites which have their own private pools! We'll tantalize your palate with a wide range of cuisines in our three restaurants, cool your thirst at our three bars, ease your wallet with our affordable all-inclusive plan, and even handle all of the details for your meeting, conference, wedding, or group event. When it's time to get away from it all, come to Cancun and let us pamper you at the Krystal Cancun.
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
Before posting, each Tripadvisor review goes through an automated tracking system, which collects information, answering the following questions: how, what, where and when. If the system detects something that potentially contradicts our community guidelines, the review is not published.
When the system detects a problem, a review may be automatically rejected, sent to the reviewer for validation, or manually reviewed by our team of content specialists, who work 24/7 to maintain the quality of the reviews on our site.
Our team checks each review posted on the site disputed by our community as not meeting our community guidelines.
This summary was created by AI, based on recent reviews.
Powered by AI
Hotel Krystal Cancun is lauded for its prime location near the beach and local amenities; however, its rooms are often criticized for being outdated and poorly maintained, with some guests facing issues like malfunctioning AC and mold. While the vibrant atmosphere is charming to some, the noise from nearby nightclubs and timeshare activities is a common complaint.
Cleanliness generally receives positive remarks, but inconsistencies exist. The hotel offers commendable food options and beach amenities, but guests should be wary of hidden fees and the 'all-inclusive' details that may affect the hotel's overall value.
Location
Convenient
Atmosphere
Lively
Rooms
Neglected
Value
Expensive
Cleanliness
Mixed
Noise level
Noisy
Service
Inconsistent
Amenities
Satisfactory
Was this helpful?
Tripadvisor is not responsible for this summary or the opinions in it. For more information, please read the traveller reviews and learn more about how the site works.
If you like good food, cold drinks, hot weather and a beautiful beach then I highly Recommend this resort! My girlfriends and I, all married with children in our mid to late 30s visited in January 2024. Check in was a breeze. The rooms we were in were a little outdated (deluxe oceanfront) but I’m sure they have nicer ones available. It took us a while to figure out how to get hot water in the shower but once we got it figured out we were in heaven! We all raved about the food the entire time we were there. 10/10 for food! Try the following and you won’t be disappointed: The chicken nachos at the Fisheria, chicken wings and cheeseburger at the Las Velas lunch buffet, chips and guac and cheese fondue at the Mexican restaurant, everything at the Mediterranean Restaurant (!), and everything at the Italian restaurant. Breakfast buffet has everything you need, including a latte! All servers and bartenders were amazing. They all work so hard. My favourites were; Ivan at the pool bar, Linda at the beach, and Cesar at the lobby bar. They were all so smiley and super friendly! You get full bar service anywhere on the resort during the day; pool, beach and cabanas. We rented a cabana for 3 days while we were there and loved every minute. Our waitress ( I forget her name!) was so lovely. The pool and jacuzzi are super clean! They are out every single morning cleaning them and putting chemicals in. There are plenty of chairs and umbrellas. No need to wake up at 5am to safe a chair. However, the hotel manager should think about investing in some new loungers as a lot of them are broken. More pillows available at the cabanas would be nice as well. The lobby doesn’t have very much nightlife activities, however, if you walk out on the street one block down is music and good vibes. We spent every night at Abdolengo bar(1 minute walk from hotel). The DJ was amazing and the staff are super friendly. We never felt like we weren’t safe. It’s also a good spot to watch sports and eat nachos! They also have a small kids pool and an inside activity area. The Starbucks there is not included for all inclusive. However, as mentioned, you can get a latte or Americano misto during breakfast, lunch and dinner which taste the same! Check out was a breeze. Julio was a great help with our bags and was so smiley. You can tell everyone loves their jobs at the resort. Thank you Krystal Cancun! We will be back next year, with more friends!
Read more
Date of stay: January 2024
Value
Location
Service
Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Mario Padilla, Atención al huésped/Recepción at Hotel Krystal Cancun
Responded 19 Jan 2024
Dear Ms. Erikani, Thank you very much for writing to us and for choosing us as your vacation option. We are pleased to know that you enjoyed our service and attention. We look forward to your return, so we can provide you with the best experience. Best regards, Mario Padilla E-Concierge
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
If you’re looking for a centrally located hotel, this is the one. Located on Punta Cancun directly across from the convention center the Krystal is within walking distance to a plethora of dining options. And if you would choose to take a taxi either direction from the hotel it won’t break the bank.
The hotel is divided into several buildings, some older and newer. My family and I choose to stay in one of the older buildings by choice. Yeah some of the plumbing fixtures need some attention and the furniture is a bit dated, but the facility maintained satisfactorily.
The staff is friendly and helpful! Rafael does an outstanding job at the concierge desk. Luggage is promptly delivered to your room as soon as available. He made our reservations at local restaurants at our request with out hesitation. If Rafael isn’t available ask for Julio, he offers the same outstanding service.
You will find that your rooms are cleaned daily while you are out at the beach or taking in a tour. Neomi did an outstanding job with our room daily. From flower pedals, to towels folded in every kind of animal imaginable placed daily on the beds, how delightful it was to find upon our return to the room.
The beach is outstanding at this location. Wide white sand with a cove within walking distance, where the waves are less. Plenty of access to palapas.
You’ll find a hand full of dining options on site. Italian, Mexican, etc. Balam or Asterio can assist you for dinner.
We have been to this location many times over the last 18 years and every time the staff treats us as family. This year we really want thank everybody at the hotel for their efforts in making it safe during the pandemic.
Read more
Date of stay: January 2021Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Krystal Cancún, Innkeeper at Hotel Krystal Cancun
Responded 12 Sept 2022
We are pleased to know that your experience with us was a good one! Thank you for entrusting us with your vacations. We would be glad to have you again! Receive my warmest greetings from the Krystal Cancun team. Kind regards Saisha Santillan E-concierge
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
A lot to digest? Read an AI-generated summary of recent traveller reviews.
The hotel buildings are old, the light plugs are not the best, this was the reason my iPhone charger was burned, the elevators are also very old and don’t have the correct maintenance since they don’t work properly sometimes, the bottoms didn’t turn on when you push them to get some floor, we had to wait a lot and also don’t have AC, we got stuck a couple of times.
The room was good, I loved the view (beach view), the bed and sheets were soft and comfortable. The amenities were ok, there were some things in the minibar you had to pay for, they were not included in the all inclusive plan.
Speaking about the bathroom, the shower was not my favorite, little water comes out (not enough) also doesn’t reach the hot temperature that is necessary to have a comfortable bath.
The AC in the bedroom doesn’t get the room cool enough.
The food is edible, but not good, the service at the the beach bar is slow even though we gave excellent tips to the waiters they still took a long time to brought the food and drinks.
The beach is beautiful, clear, and clean the best thing is that it’s walking distance from the pool and the hotel rooms, it’s next from a public beach so it has security to watch out your stuff while you are swimming.
The hotel is very good located as you have the most popular nightclubs in Cancun, bars, and a wide range of restaurant walking distance.
The hotel staff attitude is very warm, friendly and helpful, they know it was my birthday so they brought me a piece of cake and withe wine, very thoughtful.
If you want to dinner in the best restaurants you have to make a reservation the day before, they have very few reservations so you have to be fast, if you are not you will eat in the conventional ones.
Read more
Date of stay: February 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Krystal-Cancun, Director General at Hotel Krystal Cancun
Responded 4 Mar 2020
Dear guest, Thank you very much for your kind comments, we appreciate your visit your feed back is very important to us, we hope to see you back to provide the service you deserve. Best regards
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I don’t understand the good reviews. This has got to be one of the worst hotels I have ever been to. I got the Luxury double room, all inclusive; nothing luxurious about it. They also lie, not all the food is ‘all inclusive’. You also have to pay for the room service fee every time you order, which is $4.00. That is if you’re able to have them answer the phone!!! It takes 1 hour for them to pick up the phone for you to place an order, you have to keep calling and calling. They also take 1 hour + to bring the food to you after you placed your order. The servers at the restaurants don’t pay attention to you if you’re wearing the all inclusive wristband, which is their loss, because I would have tipped well, and I know for a fact a lot of foreigners don’t tip. The food was cold and seemed like it was out for hours. I’m not a picky person, but if you’re on vacation and paying a lot of money you expect things to go smoothly.
Our key cards for our room didn’t work and I had to go to guest services. The guy at the front desk just took my cards, did whatever he had to on the computer and gave the cards back with no explanation why this happened and he said, “ok fixed”. The electricity went out the 4th day and all they said was, “it will come back soon”. The shower would get clogged after 1 minute of turning on the water, so the water will leak out onto the bathroom floor. I had to turn off the shower every couple seconds so this wouldn’t happen. This hotel is soooo trashy, I will never stay here again. I think all the positive reviews are fake. If I could give this hotel 0 stars I would, but it doesn’t give me this option.
Read more
Date of stay: December 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Krystal Hotels, Director General at Hotel Krystal Cancun
Responded 6 Jan 2021
Dear guest Thank you very much for your comments, we apologize about the issues you had along your stay, we are paying more attention to details and we are working on issues come along, We must improve and your comments help us to do it so We are very sorry for such an Experience Sincere apologize once again Kind regards
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Went here on spring break this past week. The food was probably the worst food I have ever had at an all inclusive. Only good place was the Italian. No staff member wears gloves. The sushi bar the sushi is being hand rolled with no gloves, all with the corona virus going around. The staff was insanely rude, one even mentioned how it was because we were students, yet we pay the same price, if even more to stay there. There is no entertainment staff, you need to make your own fun during the day, there was music maybe 2 out of the 7 days. The only positiveS I can say was the rooms, they were cleaned exceptionally well everyday, and how close the hotel was in walking distance to the Cancun nightlife.
Read more
Date of stay: March 2020
Rooms
Location
Room Tip:definitely ask for an ocean view.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Krystal-Cancun, Director General at Hotel Krystal Cancun
Responded 23 Mar 2020
Dear guest We apologize about the issues you had along your stay Your opinion is very important to us Kind regards
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
This place is a relic from the 80’s. The smell from the bathroom smelled like sewage. Wifi worked 20%of the time and we had to pay for coffee that was in the room. Even the cheapest hotels don’t charge for coffee.To top it all off the cleaning lady came to the room to clean at 3pm when we decided to go for a nap after being at the beach all day. i would not stay there again.
Read more
Date of stay: January 2020Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Krystal-Cancun, Director General at Hotel Krystal Cancun
Responded 14 Jan 2020
Dear guest, we appreciate you kind comments, they are very important to us, we apologize about the issues you had along your stay. We will improve the services you mention. We apologize about the issues Kind regards
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We booked a double room with ocean views in the Krystal Cancun and we met there my parents too. Just arriving my father found that the bathroom in his room was dirty, with the toilet just used and not flushed and a wet towel in the floor. For us the bathroom was dirty and smelling very bad. The furniture in the rooms are very old, the mirror in the bathroom needs to be replaced and clearly the rooms need maintenance. Also in general the hotel needs maintenance, there are elevators that don't work, several complains about AC in the rooms and the water in our room goes off suddenly a few times.
It is clear that the hotel doesn't have the staff for the capacity that is offering, as examples, long lines to enter at the breakfast restaurant, once you are in, again long lines to be served if you want an omelette or the juice bar. In the juice bar, just one lady was cutting all the fruit, cleaning and preparing the juices, easily took 15 to 20 min waiting for a juice, and that happens several times in our stay. The staff was overloaded always, and sometimes they were rude in their response or simply ignoring if you are calling them.
The covid rules in the restaurant changed by one moment to other. Sometimes you can serve yourself, and suddenly they turn back all the food containers and one person is trying to serve all the costumers. Is not a problem to respect a rule, specially if it is for health reasons, but the hotel doesn't have enough staff to fulfill the demand.
Another example that the staff is under pressure always was when we ordered some food in the beach, the waitress told us that the order was too much. We paid for the all inclusive and we were 5, so 5 dishes is not really too much.
The hotel has 4 restaurants, but you can go without reservation to only one. The other 3 you need to go early in the morning, like 8 AM, to reserve. So be prepare for that.
The hotel is located just besides the party places like Coco Bongo, but the main noise comes from the hotel itself, because at least twice per week the hotel put the dinner buffet in the pool area, and that includes live music. For some people is not an issue, but if you travel with kids, be prepare because is really noisy until late.
The keys of the room are a headache, even if you storage them separated of your phone or wallet, they simply stop working and you need to go to the main lobby, usually full of people, and wait there until you are attended, and that could take time.
In general the hotel needs maintenance and more staff. It seems as if they try to work at 100% with 50% of the staff.
Read more
Date of stay: August 2021Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from ZAZIL HERRERA, Propietario de posadas at Hotel Krystal Cancun
Responded 1 Sept 2021
Dear Misael M, Thank you for taking the time to write a review about your recent visit to Krystal, Cancun. I sincerely apologize for the disappointing experience that you outlined in your TripAdvisor review. We take pride in providing exceptional customer service for our guests and learning that your overall visit did not meet your expectations is disappointing. I will be sure to address your concerns with our Hotel Manager to ensure that we are able to provide a great experience We appreciate your comments and hope you will give us another opportunity to welcome you back in the future. Sincerely, J Carlos Sánchez, Concierge.
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Stayed is room 1434. It is a king size bed room with non ocean view. 80% of the view was an ocean view just slightly cut off by Krystal grand. The shower in this room was more like a power washer but you can control hoe hard with knob. Personally I love the power washer shower after a long night of drinks. I had no issues with house keeping. I did leave them a tip each day of 50 pesos. My room key did stop working at 1 point but a quick trip down to the lobby fixed that up. I suggest you learn basic Spanish if your coming here because although most employees understand English but don't speak fluently which is understandable. The drinks are all juiced down but cost about 95 pesos or around $5 ( if you're not all inclusive) My absolute favorite parts about this hotel is the beach is never overcrowded and it's close proximity to all the major clubs. Overall I loved it here and will be coming back shortly.
Read more
Date of stay: May 2021Trip type: Travelled solo
Room Tip:At night just to left of the hotel there are two kids who run a taco burrito stand and omg its...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Krystal Cancún, Innkeeper at Hotel Krystal Cancun
Responded 12 Sept 2022
We are pleased to know that your experience with us was a good one! Thank you for entrusting us with your vacations. We would be glad to have you again! Receive my warmest greetings from the Krystal Cancun team. Kind regards Saisha Santillan E-concierge
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Our visit started off with fabulous weather, and Cinthia in the timeshare office, and her assistant, Blanca, welcomed us and made us feel like very valued guests.
Our many bags were expertly attended to by Rafael, Mauricio, Jose, and Julio at the bellman’s desk throughout our stay. We switched from a hotel room the first night to our timeshare lodging later, and they accomplished this transition very easily. I assume most guests know this, but this bell desk is also very helpful when you need to hail a cab, and can tell you the estimated price of a cab to various places, and when we needed help calling and confirming our transportation to the airport. They can assist with restaurant reservations and location advice also.
While having breakfast in the Las Velas Restaurant on the grounds, our eggs were prepared daily by Wilbert. Seydi, our server, remembered us each day and provided a stand to hang our bags. She was smiling, prompt and attentive, remembering what we liked to drink.
While lounging during the day on the beach, and also by the pool, our servers Norma and Linda kept us supplied with food and beverages. They even remembered us from previous visits, and that was nice to see. We thoroughly enjoyed our relaxing vacation at this resort and look forward to returning next year.
Read more
Date of stay: January 2020
Value
Service
Sleep Quality
Room Tip:Ocean view
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Krystal-Cancun, Director General at Hotel Krystal Cancun
Responded 16 Mar 2020
Dear guest, we appreciate you kind comments, please comeback soon at Krystal Cancun. Kind regards
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
This hotel has a good location, however is very old. The faucet didn't work properly, the light in the washroom sometimes worked some others didn't. Rooms are not sound proof at all, I was staying far from the elevator, and I could hear all the people coming and going very loud. Rooms are old fashion connect throughout a door, and you'll hear your neighbor loud and clear.
The public beach is very close to the hotel which means that the beach will be crowded everyday, and you will find all kind of crap in the sand. If you're fan of swimming in the ocean you need to be careful of not being hit by a surfer, never leave yours stuffs unattended there a lot of non-hotel guests and you can get robbed easily.
The restaurant called "Las velas" is very bad. I tried once, the food was lame and the service even worse. The bar tenders were always in a bad mood (specially the one at the lobby bar). I couldn't get a drink from the guy by the pool.
I couldn't even try the other restaurant (Mexican restaurant), it was always fully booked.
The buffet at aquamarina restaurant is very slow, but ok.
This was my fourth time in Cancun, the most expensive and worthless.
Don't pay for all inclusive in this place, if you can get only breakfast is ok, there are several restaurants within a walking distance and you can get better food.
I would never come back to this place. If I'm going to pay for an all inclusive resort I'll look for one of the newest resorts.
Read more
Date of stay: December 2020Trip type: Travelled with family
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Krystal Hotels, General Manager at Hotel Krystal Cancun
Responded 14 Jan 2021
Dear guest, we thank you very much for you comments, we are doing the best as possible to folow up on the comments you are making, is a challange we must acept and carry on. We apologize for any inconveniences all this caused you and we will take the correct actions to improve our services and infrasetructure. Kind regards
Read more
Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
There are more places to choose from in the Cancun area.
PRICE RANGE
$234 - $345 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
krystal cancun hotel cancun, nh hotels cancun, nh krystal cancun hotel, krystal hotel cancun, nh krystal hotel cancun
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
NUMBER OF ROOMS
435
Prices are provided by our partners, and reflect total costs of the stay, including all taxes and fees known to our partners. Please see our partners for more details.
Is This Your Tripadvisor Listing?
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.
