Krystal Grand Suites Insurgentes

The hotels staff at the front desk and throughout the hotel are unfriendly and unhelpful. They seem more interested in their own lives than the guests who are paying to stay here. I feel the hotel you stay is usually the heart of your trip and the energy here is so unwelcoming. No one to help at the desk immediately Other staff will just stare at you while you wait No one at the cafe to help even management just looks on. The restaurant asked for my room number - I’m thinking to charge the food to the room. Then when done I said you can charge to the room? And she said yes, but then when the bill came I had to pay by card she said no room charge. Then why ask if I want to charge it to the room? I would not suggest staying here

We stayed for one night before heading to Tepoztlan, so for us the location was ideal. Staff was friendly, the room clean and spacious. Only slight complaint here is the privacy of the bathroom, as it’s just a glass wall and door. The breakfast was included in our booking, but the options were rather limited. For a supposed five star hotel I’d expect more variety, especially with drinks (only filter coffee was included, cappuccino was charged extra). Overall a great place to stay for a few nights at a good price.

While the location and staff were great, the room(s) were not. The 1st room I was given was dark, faced a wall and did not have a view or much light. The website shows totally different images. The suite did not have a mini bar. While there was a terrace off the original room, there were cigarette butts remaining in the ashtray - clearly they had been there several days. One of the wicker deck chairs had seen better days. The original room & bathroom were quite large, so when I asked for a different room, it was quite a disappointing downsize. Both the room and bathroom were substationally smaller & the new "view" was limited by the high rise next door even for being on the 12th floor. When paying for a room that includes a mini bar, a mini bar is non-negotiable. The new room did NOT have a mini bar - it had an empty mini bar size refrigerator. It also did not have tray(s) to make ice. There was no ice machine on the 12th floor either. There were no napkins or towels for the kitchenette that the room had although there was silverware. There were 2 dinner & 2 bread plates - no bowls. The stovetop did not seem to work either. The bathroom had 1 hand towel, even though there were 2 full size bath towels. The design of the shower did not allow water to run into the drain efficiently - after realizing that the drain was actually closed off, not allowing water to properly drain. Thus, the bathmat was soaked from absorbing so much water that overflowed out of the shower. The stovetop did not seem to work, the instructions provided were inadequate to make the device actually function. While I did not call to get attention to ALL of these different items, I find it unpleasant that there should be so many different details for such a short stay. I doubt the staff are paid well for the price of the room, but the Reception and bellman attention worthy of the high ratings - unfortunately, they are only a portion of what the experience was. The room was the major part of the experience - should I have called each and every time a new problem presented? Perhaps. Best would be to have no problems in the first place.

⭐️⭐️ – Poor Service, Unprofessional Staff, and a Lot of Frustration 😒🚫🧳 From the moment we checked in at Krystal Grand Suites, the experience was a letdown. The front desk agent was rude and unwelcoming—no greeting, no smile, not even a basic “hope you enjoy your stay.” It set the tone for what would be a disappointing visit. We asked for extra towels (there were two of us, and only one set in the room) FOUR times, and we only received them the next day after involving a supervisor. That alone was frustrating—but what really pushed it over the edge was when a cleaning staff member walked into our room unannounced, without knocking. It was both strange and unsettling—completely unacceptable for any hotel, let alone one that presents itself as a “grand” suite. We also pre-arranged a taxi to the airport through the hotel (as advertised on their website), only to find out on the day of departure that no taxi was booked. You can imagine the panic and stress of trying to make it to the airport last-minute. The hotel itself is mediocre at best, and the surrounding area isn’t great. The room was okay, but service was severely lacking. Nobody ever checked in on us, no one asked how our stay was going, and not a single staff member smiled during our visit. And one last thing—the “Starbucks coffee” in the lobby? Don’t bother. It tasted nothing like Starbucks and was frankly awful. Overall, this isn’t the worst hotel physically—but if you care at all about customer service, professionalism, or feeling like a welcome guest, I absolutely would not recommend it.