Hotel Krystal Urban Cancun & Beach Club

I stayed at this hotel for a week while having dental treatment in Cancun, and overall it was a good stay. The staff was attentive and genuinely helpful. And I don’t say that just to be polite. One of the staff members, Camila, helped me a lot one day when I was desperately trying to find a dental clinic nearby. (The clinic had no sign) Camila took the initiative to help me find it and saved me a lot of time and stress. I’m very grateful to her for that! The room was fine and had everything I needed for one person. There was no refrigerator, but the AC worked well. There are plenty of small stores and cafés close to the hotel, which was very convenient. The view is beautiful. I didn’t use the pool, but it looks nice. And the food is delicious! :)

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.

Service here is very lacking. Especially in the restaurant for breakfast. No one offers you coffee. They show you to a table, you go get your breakfast dish and you'll finish eating your breakfast before anyone comes with coffee. This should be the very first thing offered to anyone as soon as they sit you. The rooms are ok. The hotel is old. No fridge in the room. The location is OK, but you have to take a shuttle to the beach. This hotel is located in the town. There are restaurants and places to eat and drink nearby. There is a Mall right across the street, 2 minute walk. This is a no frills hotel. There is no bar, only the one restaurant, Aquamarina, and a coffee shop in the lobby. A small outdoor pool on the 2nd floor. Overall, the cost is very low, so you get what you paid for.

I had a very disappointing experience at Krystal Urban Cancun. The hotel is absolutely impossible to sleep in because it is located directly next to loud bars and restaurants. The noise continues late into the night, and despite multiple complaints, the staff did absolutely nothing to address the issue or help guests rest comfortably. To make matters worse, I slipped and fell on a soapy/wet hotel floor due to unsafe conditions. I couldn’t walk and was in pain the whole day. Instead of handling the situation professionally, the staff only sprayed a topical “trauma” spray, made me fill out an internal incident report, and that was the end of it. There was no real concern, follow-up, or proper customer service after the accident. Overall, the service was terrible, the safety standards were unacceptable, and the lack of care for guests was extremely disappointing. I would not recommend this hotel to anyone looking for a safe or relaxing stay in Cancun.