Overall Impressions & Staff The absolute highlight of this hotel is the staff—they are incredibly warm, friendly, and the main reason guests would want to return. The location is also fantastic and offers a great family-friendly environment. However, the property itself feels quite dated, and frustratingly, the elevator was broken about 80% of the time. Rooms & Housekeeping While the rooms were generally clean, housekeeping service was unreliable, likely due to understaffing. Even after leaving the room for over six hours, it was not cleaned. Furthermore, when we ran out of toilet paper, housekeeping replaced it with a partially used roll rather than a brand-new one. Food & Restaurants Booking reservations for the specialty restaurants was difficult, as availability is very limited. •Hacienda: The food was good, and the service was excellent. •Mediterrano: A complete waste of time. The food is poor (and nothing close to authentic Mediterranean cuisine), the service is bad, and I witnessed a double standard regarding how the dress code was enforced. •Las Velas: Good for breakfast, but dinner was a letdown. I asked the waiter about the fish on the menu and was promised red snapper, but was served tilapia instead. In fact, it seems tilapia is the only fish served at any of the resort's restaurants. •The Aquarium (Buffet): The food here is simply terrible. The only redeeming quality was the excellent staff. •The Fisheria: The fried fish and shrimp tacos were disappointing.

Unfortunately, we were very disappointed with our stay and I would not recommend this hotel at all. We have traveled to Cancún five times and stayed at different resorts, and I can honestly say this has been the worst hotel experience we have had. For an all-inclusive resort, we expected so much better. Our room was dirty and did not feel properly cleaned. The service was also very disappointing. The servers were not very attentive, and there were several times when the bartenders completely ignored us and never served us. The food was probably one of the biggest disappointments. There were very limited options, the quality was not good, and it felt like they served the same food every single day. For an all-inclusive resort, we expected much more variety and better quality. If you’re considering this hotel because you’re trying to save money, do yourself a favor and DON’T. It is not worth it. I would rather spend a little more money somewhere else and actually enjoy my vacation. Overall, the cleanliness, poor service, food, and lack of attention from the staff made our experience extremely disappointing. After visiting Cancún five times, we have never had an experience like this at any other resort. We would definitely not stay here again or recommend it to anyone.

Todo estuvo bien, la verdad la pasamos muy bien

The rooms are dated, pretty old and very basic. We did not have hot water in the room for 2 days. Even though we paid for all inclusive package nothing was free except the buffet even though it was advertised that at least 3-5 places to eat are included. The staff would not speak English and only Spanish and was rude just expecting to get paid for everything and was charged for a blanket $150 at the check out. Very disappointing!!!!

Well from the beginning started not to good at the time we arrive a our room was really bad smell because the humidity was to high they didn’t bother to turn the A/C on but customer service was able to get it a nee room on which was pretty nice .. everything was moving smooth until we have a issue on the fisheria restaurant they have rules on which they should apply to everyone not just a few people .. the lady on yellow shirt didnt let us seat because my kids was wet but at that moment another family walk throught and let seat completly wet .. wasnt right at all

The hotels amenities where great, staff "Not so much". They were judgment based on race and lack of Spanish speaking.

The hotel itself was great and very clean\. The property was well maintained, and I enjoyed my stay overall\. However, the service did not match the quality of the hotel\. Unfortunately, many of the staff were not very helpful\. The bartenders, in particular, were quite rude and unwelcoming, which made the experience disappointing\. While some of the restaurant staff were friendly and provided better service, the overall customer service—especially in the bar area—was poor\. The hotel would also benefit from improving its customer service and staffing\. The bar service was extremely slow because there was often only one bartender trying to assist a long line of guests while also serving people in the buffet and breakfast area. It was clear the staff was overwhelmed, resulting in long wait times and a frustrating experience. Although the hotel was very clean, the rooms are quite outdated and could use renovations. Updating the rooms, along with improving customer service and increasing staffing, would make this hotel a much better experience for guests .

Overall, the experience was okay. I liked that each restaurant had a different menu every day, but the food was hit or miss. Some dishes tasted stale or bland, while others, especially the fish and rajas, were excellent. Check in felt rushed, and no one explained the resort amenities. I also did not like being approached every time I walked through the lobby by staff trying to get me to attend a presentation or provide my card information for free perks. After declining several times, it became overwhelming. We booked through Expedia because it included perks like a Balinese day bed, robes, and slippers. Unfortunately, the day bed was off to the side with little breeze, no towels, and no drink service, unlike the paid beds. It did not feel like a VIP experience. The robes were also rough and did not feel luxurious. Our room never got as cold as we wanted, and the minibar was never cold. We reported both issues, but neither was fixed during our stay. Finally, I was disappointed that the main pool closed at 9:00 p.m. For an all inclusive resort, I expected it to stay open later. Overall, we enjoyed our vacation, but there are several areas where the guest experience could be improved.

Good hotel

The resort is awesome: the facilities, restaurants, and pool are great, but the staff definitely makes the difference. Everyone is super friendly and they always go the extra mile to give the best service!

Check in was a disaster, there was a huge line, yet only two employees doing the check in process. After check in, we were sent to another line to get our room keys. The room was so outdated, the tub was clogged and the glass shower curtain was so loose, it could fall at any minute. Also the water when you shower would drip to the outside of the tub, creating a flood. The mini fridge was restocked once in our 5 day stay, no beer was in the room. There was also drink restrictions in the hotel, this was never disclosed before booking. The pool had sharp tiles and my son cut himself a few times. Staff is friendly, the hotel is just really outdated and too many restriction to be considered “All inclusive”

Lots of locals on the beach right in front of hotel. Pretty much every day. The food in the restaurants which you have to reserve was very good but difficult to get a reservation because of availability. Entertainment is 1 out of 5 . Pretty boring. Nice property and close to downtown and bars/clubs. Other than that I rate 2 stars overall. I won’t be back.

The waitress

Location

Bett

The piña colada super bad not to recipe. Pool had warm water it was super hot to have warm water in pool. We got charge a late check out do to a confusion in our itinerary. Even do we are part of the Krystal vacation package. No consideration management was requested never came to front desk. We stay at the Marriott by airport one last night to travel next day wow service food delicious!!

My family and I had a wonderful time, we would stay there again.

Karla,aurora,Sandra,btodo el.equipo d3 kristal excelente trato

For the most part, everything was good. Excellent customer service for any questions and concerns. What was a bit overwhelming and annoying were all the people in the lobby area trying to sell memberships to the hotel. I understand, its their job to sell but everyday at least 3 different people would approach us. The shower design in our room was a bit incovenient as water would come out of the shower to the bathroom floor and made a huge puddle There is a self serve "mini bar" in the room but the drinks (canned sodas & water bottles) were not part of the all-inclusive deal so you had to buy water to even use the coffee machine Buffet food was good, nothing special Room service food was great. Ordered the philly cheese steak, a club sandwich and fajitas one night after an all day excursion and it beat the food at the buffet! You can call to order since there was no availability to book online Bar service is slow. There are waiters walking around bringing drinks and even tipping wouldnt help, they were inefficient and slow Service was awesome at the Mexican food restaurant. They do have mariachi that takes requests for special occassions and food was good

The food was not really good