Krystal Urban Cancun Centro

Fola Omoya1/5 · 2026-07

Up until this happened, everything about my stay was going well. The staff I interacted with were genuinely kind and friendly, and my room was lovely. Unfortunately, one incident completely overshadowed what had otherwise been a positive experience. During my stay, a medium-sized makeup bag containing many makeup products—some of them brand new and unused—vanished from my hotel room. I am firmly convinced that someone took it while I was staying there. I reported it missing on the day I checked out. The hotel initially appeared to take the matter seriously. Two staff members came to search my room, and I showed them my sister's makeup bag, which is identical to the one that disappeared. I explained that while the bags look exactly the same, the contents were completely different. I completed the incident report they gave me and was told that the investigation would take around two days and that they would be in touch. Instead, I heard nothing for about a week and had to email the hotel myself for an update. The main response I received was a screenshot from CCTV showing my sister leaving the room carrying her own makeup bag. They stated that she "was seen leaving the room carrying an item matching the description of the reported makeup bag" and concluded that "we regret that we are unable to conclude that the reported item was lost while in the hotel's custody or that there was any involvement by our staff." What made this especially frustrating is that I had already shown the two staff members investigating the case that my sister's bag was identical to mine. They knew there were two identical makeup bags in our room, yet their conclusion appears to rely on CCTV footage of my sister carrying her own bag. That does not explain what happened to mine. I replied to point this out and explained that the person in the footage was my sister carrying her own makeup bag, not mine. Since then, my emails have been ignored and I have received no further response. The lack of communication has been just as disappointing as the outcome of the investigation itself. I'm disappointed not only that my belongings disappeared, but also by how the investigation was handled. If the hotel cannot provide a proper explanation for what happened—or, better yet, locate and return my missing makeup bag—the least I would expect is for them to take responsibility in some way and compensate me for the loss. It's a shame because, aside from this incident, I had genuinely enjoyed my stay. However, this experience has completely changed my impression of the hotel. I would strongly recommend that anyone staying here keeps valuables locked away or with them at all times, and even if you don't think something is valuable, keep it in the safe or in your luggage, zipped up.

Farhana Khandoker3/5 · 2025-12

We stayed at Krystal Urban Hotel, Cancun for three nights, and overall, the hotel has both positive and disappointing aspects. On the positive side, the hotel is clean, beautiful, and well located. The surrounding area is convenient, with shops and daily necessities nearby. The hotel zone is about a 15-minute walk to the bus stop, and you can easily reach it using the R1 or R2 bus, which is affordable and frequent. Our room was clean, comfortable, and spacious, with a pool and ocean view, which we really enjoyed. However, there were some service and policy issues that negatively impacted our stay. One major concern was the hotel’s drinking water policy. Complimentary water is not easily provided unless it comes with scheduled room service or is purchased from the hotel restaurant. We stayed for three nights, but room service was provided only once. When we asked about it, we were told we might have left the “Do Not Disturb” sign, which was not the case. Later, we were informed that room service hours were over, yet water would be sent. After calling three times and finally going to the lobby, we eventually received water. This was frustrating, as access to basic necessities should not be so difficult. Another disappointing experience involved the hotel’s beach shuttle service. During the first two days, we asked about using the shuttle and were told it was already fully reserved. On our last day, even though our check-out time was 12:00 PM, we asked at 9:00 AM if we could take the shuttle to the beach and return by taxi. This request was denied, and we were told that the hotel does not allow shuttle service on the day of check-out. Given that we were still officially checked in at that time, this policy felt unhelpful and inflexible. While I understand that hotels have policies and operational limits, these rules made the experience less guest-friendly, especially for basic services like water and transportation. Overall, the hotel itself is attractive and well located, but the management policies and customer service approach need improvement. With more flexible and guest-oriented policies, this hotel could offer a much better stay.

Ontiveros Karen1/5 · 2026-05

Mi experiencia en este hotel fue bastante decepcionante y sinceramente considero que el precio no vale lo que ofrecen. Desde que llegamos, los pasillos olían a humedad y la tapicería estaba visiblemente manchada, lo cual da una mala primera impresión. En la habitación, las colchas tenían cabellos, algo que habla muy mal de la limpieza. Además, durante la primera noche de mi estancia no hubo agua caliente, lo cual fue muy incómodo. El elevador tampoco funcionaba correctamente, simplemente fallaba. Otro punto negativo es que en recepción no había toallas disponibles para la alberca. Y algo que me sorprendió bastante fue que en el bar no aceptan pago en efectivo, únicamente tarjeta, cosa que deberían informar con anticipación. En cuanto al servicio, hubo personal muy amable y atento, aunque también nos encontramos con algunas personas poco serviciales:/ En general, esperaba mucho más por el costo del hotel. Tiene varios detalles importantes que definitivamente deberían mejorar antes de justificar ese precio.

Bruno Cattenazzi1/5 · 2026-05

El agua caliente puede tardar media hora en salir o no salir directamente. El wifi nunca me funciono bien y el aire acondicionado de la habitacion no bajaba de 27 grados… bastante mal todo. Toallas sucias Buena predisposicion del personal pero en general el hotel deja mucho que desear

fundacion vida plena y saludable5/5 · 2026-09

Una excelente atencion nos brindan en el dia a dia. Diana tene muy buena actitud de servicio. Al igual que el resto de las personas que hacen parte de la atencion. Y la comida deliciosa. En general todos los que trabajan en el hotel son muy amantes y empático. Muy recomendadisimo😊 Totalmente agradecida

Gisela Soei3/5 · 2026-08

El hotel es agradable, LO BUENO: atención de recepción y botones excelente, elevadores muy rápidos, camas y sábanas muy cómodas, baño limpio, agua caliente, excelente presión del agua, shampoo, gel de baño, jabón para manos, loción cuerpo, vista al balcón bonita, piscina amplia, buena profundidad, hay una parte para sentar a los pequeños, agua tibia, creo tiene calefacción, hay regaderas, camas libanesas sin costo. Restaurante, el desayuno buffet fue incluido en mi reservacion, sencillo pero aceptable y rico, te hacen omelettes, quesadillas, café rico. Los meseros atentos, y la señora que hace los omelettes muy amable. LO MALO: el cuarto olía mucho a orin proveniente del baño, la atención de la señorita de recepción del restaurante muy antipática, actitud a la defensiva si le preguntas algo, como harta del huésped. Jugos muy azucarados y solo agua fría. Toallas para la piscina, hay que bajar con INE y pedirlas en recepción. Hicieron mantenimiento de la piscina a las 8pm cuando apenas llevábamos 1 hora en ella, el encargado algo grosero. No entiendo por qué no lo hacen al cerrar el horario de piscina, sigue siendo de noche 🤷‍♀️