Outdoor pool, pool umbrellas, pool loungers
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Reviews of Krystal Urban Cancun & Beach Club

3.5 out of 5
Krystal Urban Cancun & Beach Club
Av. Sayil Mz. 1, Lote 4-07, Súper Manzana 4A, Cancun, QROO

Reviews

7.4

Good

Rating 10 - Excellent. 440 out of 1169 reviews" "
Rating 8 - Good. 301 out of 1169 reviews" "
Rating 6 - Okay. 174 out of 1169 reviews" "
Rating 4 - Poor. 121 out of 1169 reviews" "
Rating 2 - Terrible. 133 out of 1169 reviews" "

8.0/10

Cleanliness

7.4/10

Staff & service

7.4/10

Amenities

7.6/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

2/10 Terrible

JOMAR

Business traveller
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
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.
Stayed 3 nights in Mar 2024
Response from Sincerely, General Management on 27 Apr 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.

2/10 Terrible

Jessica

Business traveller
Disliked: Cleanliness, staff & service, property conditions & facilities
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!!!!
Stayed 1 night in Apr 2024
Response from General Management on 27 Apr 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.

2/10 Terrible

Spencer

Travelled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stay away from this hotel
Stayed 1 night in Apr 2024
Response from General Management on 11 Apr 2024
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

Stayed 5 nights in Apr 2024

10/10 Excellent

Julio

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from General Management on 8 Apr 2024
Thank you for staying at Krystal Urban Cancún & Beach Club.

10/10 Excellent

Tracie L

Stayed 3 nights in Mar 2024
Response from General Management on 27 Apr 2024
We appreciate you for choosing us to be a part of your vacations.

8/10 Good

Francisco

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location for the price
Stayed 3 nights in Mar 2024
Response from General Management on 2 Apr 2024
Thank you for your preference towards our Krystal Brand.

10/10 Excellent

Adinah Ben

Stayed 6 nights in Mar 2024
Response from General Management. on 27 Apr 2024
Thank you for staying at Krystal Urban Cancún & Beach Club.

8/10 Good

Miriam

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Overall okay fir the sort trip
Stayed 2 nights in Mar 2024
Response from General Management on 2 Apr 2024
Thank you for taking the time to share your coomments with us, see you next time.

4/10 Poor

Eliot

Travelled with group
Disliked: Cleanliness, property conditions & facilities
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.
Stayed 1 night in Mar 2024
Response from General Management on 2 Apr 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

Stayed 1 night in Mar 2024
Response from Gerencia General on 11 Apr 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

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.
Stayed 10 nights in Jan 2024
Response from General Management on 2 Apr 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

Travelled with family
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.
Stayed 1 night in Feb 2024
Response from General Management on 2 Apr 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.

2/10 Terrible

manuel

Disliked: Cleanliness, staff & service, property conditions & facilities
Horrible service. Penny pinching attitudes everywhere
Response from General Management on 2 Apr 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.

4/10 Poor

Madelainy

Disliked: Cleanliness, amenities, property conditions & facilities
Stayed 1 night in Mar 2024
Response from General Management on 8 Apr 2024
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

Travelled with partner
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.
Stayed 2 nights in Mar 2024
Response from General Management on 2 Apr 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.

4/10 Poor

Elaine, Kerrobert

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
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.
Stayed 1 night in Feb 2024
Response from General Management on 2 Apr 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.

6/10 Okay

Leslie

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Good stay
Stayed 1 night in Feb 2024
Response from General Management on 2 Apr 2024
We appreciate the time dedicated to share your experience.

8/10 Good

MARCO

Stayed 1 night in Feb 2024
Response from General Management on 2 Apr 2024
Thank you for staying at Krystal Urban Cancún & Beach Club.

6/10 Okay

felicia

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
Stayed 4 nights in Feb 2024
Response from General Management on 24 Feb 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

Anthony, Walnut Creek

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
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.
Stayed 5 nights in Feb 2024
Response from General Management on 17 Feb 2024
Thank you for taking the time to share your experience with us.

4/10 Poor

Karla

Travelled with group
Disliked: Cleanliness, staff & service, property conditions & facilities
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.
Stayed 1 night in Feb 2024
Response from General Management on 17 Feb 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.

2/10 Terrible

Julia

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I will never stay there again, staff at front desk need to be trained in customer service.
Stayed 3 nights in Feb 2024
Response from General Management on 24 Feb 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

Stayed 3 nights in Feb 2024
Response from Gerencia General on 2 Apr 2024
Muchas gracias por su preferncia hacia la marca Krystal.

6/10 Okay

Joshua

Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
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.
Stayed 14 nights in Jan 2024
Response from General Management on 24 Feb 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

Stayed 1 night in Feb 2024
Response from General Management on 8 Apr 2024
Dear Raul, it is with great sadness that we learn of an overall disappointing experience, for which we offer our sincerest apologies.

10/10 Excellent

Oscar

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
10 of 10 simple
Stayed 1 night in Feb 2024
Response from General Management on 2 Apr 2024
We appreciate you for sharing your experience with us.

6/10 Okay

Gabriella, Indianapolis

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
I liked that is was near the mall.
Stayed 1 night in Feb 2024
Response from General Management on 2 Apr 2024
Thank you for sharing your experience with us.

8/10 Good

Akili

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from General Management on 3 Feb 2024
Thank you for visiting Krystal Urban Cancun & Beach Club.

6/10 Okay

Marlyn

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The beds are not comfortable My back has been hurting since. Everything else is great! Please change those horrible beds!
Stayed 3 nights in Jan 2024

10/10 Excellent

Stewart

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 5 nights in Jan 2024
Response from General Management on 3 Feb 2024
Thank you for your prefrence towards our Brand.Hope to see you soon.

10/10 Excellent

Olesya

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I feel safe doing my stay. Good customer service experience. Close to mall, restaurants.
Stayed 14 nights in Jan 2024
Response from General Management on 31 Jan 2024
Thank you for taking the time to share your experience with us.

6/10 Okay

Jorge

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
good place to stay
Stayed 2 nights in Dec 2023
Response from General Management on 3 Feb 2024
Thank you for staying at Krystal Urban Cancun & Beach Club.

2/10 Terrible

Edwin

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
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
Stayed 4 nights in Dec 2023

8/10 Good

suretta

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
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!
Stayed 3 nights in Jan 2024

4/10 Poor

Mari-Ciel

Liked: Staff & service
Disliked: Cleanliness
towels are obviously old anf not washed properly
Stayed 1 night in Jan 2024

2/10 Terrible

Jose M, Springfield

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Jan 2024

10/10 Excellent

Luis

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good location
Stayed 1 night in Jan 2024
Response from General Management on 31 Jan 2024
Thank you for your preference towards our Brand.

8/10 Good

STEWART

Liked: Property conditions & facilities, room comfort
Noise from the street
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.
Stayed 1 night in Jan 2024

10/10 Excellent

Habib

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excellent hotel with great service
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.
Stayed 1 night in Jan 2024

2/10 Terrible

Sandy

Travelled with partner
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
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.
Stayed 1 night in Jan 2024

10/10 Excellent

Alejandro

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Jan 2024

10/10 Excellent

Thomas

Liked: Amenities
It was centrally located but accommodated guests with beach access at their other location. Enjoyed my stay
Stayed 6 nights in Jan 2024

6/10 Okay

Fabiana

Liked: Staff & service
Disliked: Property conditions & facilities
The toilet did not work and the walls and bed were stained, even the towels are stained, much to improve terrible stay
Stayed 4 nights in Jan 2024

4/10 Poor

DANIEL RAMÍREZ

Stayed 1 night in Jan 2024
Response from Gerencia General on 2 Apr 2024
Lamentamos que la estancia no haya sido tan buena como esperaba. Esperamos que nos pueda compartir a detalle lo sucedido al siguiente correo calidad.kuc@krystal-hotels.com Agradecemos su opinión.

2/10 Terrible

Gustavo

Travelled with family
Liked: Cleanliness
Disliked: Staff & service
Stayed 1 night in Jan 2024

6/10 Okay

Paul Martin

Construction was going on which wasn't the hotels fault. But it was loud. No view besides the construction. Our rooms weren't to my standard but not bad either. It's okay to stay if you are there for short stays not for vacation in my opinion.

8/10 Good

Darius

Liked: Cleanliness, staff & service
Not bad, i liked the area. The amenities were ok
Stayed 7 nights in Dec 2023

4/10 Poor

Salma

Travelled with group
Disliked: Cleanliness, amenities, property conditions & facilities
I stayed at this property with a friend for 7 days and it was very disappointing to say the least. 1. Rooms were in poor condition compared to the 4 star status. I found used lashes from a previous guest, cereal leftovers in one of the corners of the room and weird stains allover the room and on the bed and bed frame. 2. Towels looked dirty and had multiple types of stains (makeup stains, lipstick, dark spots). They were also very stiff and I could not use them on my body. It was kind of disgusting. 3. Reception staff were overall nice. I called reception multiple times, on different days, from my room and my cellphone and they never picked up. This is something they need to work on. Most of them spoke "good" English and I was able to communicate with them well. They were able to offer my friend and I a different room with 2 beds instead of 1. 4. Swimming pool was small and in poor condition. It looked a bit dirty each time I visited it. I could not swim since it did not look pleasant. 5. Hotel restaurant had "okay" options. We only ate there twice. Once for lunch and another for coffee. The restaurant staff were nice though. 6. Hotel offered beach club access to their beachfront location, Krystal Cancun, but the shuttle bus service runs at VERY limuited times. Need to offer more options. Overall, I stayed at many 4 star hotels and this one was not up to that standard. This barely passes as a 2.5 hotel.
Stayed 7 nights in Dec 2023

2/10 Terrible

yanna

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This hotel ruined our vacation! We left since 7am And came back at 10:30 pm! We came back from Xcaret park dirty and salty!! There was a sign “ do not disturb” like we put it on! I know as a fact the 3 of us didn’t! Of course our room is NOT cleaned! Called receptionist for towels and couldn’t get a hold of anyone bc they are understaffed!! towels finally arrived at 1am! THEN TO OUR HORROR no HOT WATER! Called Expedia bc I booked thru them and they were useless! It’s the next day still waiting for hot water! The manager doesn’t arrive til 10am! We can’t cancelled bc we already checked in! They are full to capacity and UNDERstaff! They are very unethical and very unprofessional to use this dirty tactic to not clean our room by putting a “do not disturb “ sign! Also this place is very old! The towels look like they were used 20,000 times! The hallways reek like moisture and mold smell! This is the first time I have experience such horrible! STAY AWAY FROM KRSTYAL URBAN and their affiliates
Stayed 4 nights in Dec 2023