Altitude at Krystal Grand Cancun - All inclusive

The best part of our seven-day stay, which began December 31, 2025, was the New Year's beach dinner. It was unforgettable, and the drinks were enjoyable because they weren't watered down. The beach shack was handy for snacks like nachos, quesadillas, tacos, fries, and burgers. The Italian place was decent, though other guests said the pasta was just okay and suggested getting steak or something else. The grill restaurant disappointed us with cold, charred meat that didn't taste grilled. Food overall was a letdown. The buffet selection shrank and items ran out day after day, and the desserts were barely sweet. They seemed to be made off-site and were about a 4/10 at best. The restaurant treats were okay, but the coffee shop and buffet desserts lacked flavor and quality. Restaurant food labels were wrong, which makes it hard to know what you're eating if you have allergies, even though servers asked about allergies when seating us. The teppanyaki Japanese restaurant on site was closed. We were told to book through the app first thing in the morning, but it wouldn't let us, which was frustrating. On arrival, someone introduced as our personal concierge was only available if we signed up for the altitude tower and sat through a timeshare-style presentation. They weren't too pushy, but that was unwelcome when we were checking in and wanted to freshen up and relax. The elevators were a major pain, stopping at every floor on the way down from 12. We could wait 10 minutes each time. I had a great time, and would probably return, but without the all-inclusive package. The food needs improvement. If you want a beach holiday with good service and plenty of alcohol, it could suit you. For good quality food, I'd look elsewhere.

The room was very nice, and we enjoyed the view of Hyatt Ziva from the balcony. It looked like a fun hotel, and I kind of wished we were there. The rooftop parties and fireworks looked amazing. We also liked the location, with local shops and bars within walking distance, and had an amazing but very expensive time at Coco Bongo. We did make the best of our trip and enjoyed ourselves despite the hotel's many problems, but we save and work overtime to travel, so it was disappointing. I won't return to Krystal Grand. There weren't enough staff, and the service workers seemed overworked. A lot of staff seemed like they hated being there. Pool and beach seating was also inadequate. At one point we kept having to sit on the ground. Thanks to Felix and the pool staff for making our time at the pool amazing despite working so hard. The entertainment was poor too. During the foam party, foam mostly went into the pool bar and covered everything, ruining drinks. I felt bad for the pool staff, who couldn't make drinks, and guests were unhappy. Food was okay, and we really liked Risotto, but at the buffet there often weren't glasses for juice or spoons for soup and coffee. Special coffee at the cafe cost extra. I sometimes had to look around for bottled water because there was no staff at the bars except the pool bar. They limited me to two bottles, even though I asked for four for the two of us, so we had to get them separately. I've never had that happen at an all-inclusive. I shouldn't have to beg for water for my daughter and me. Upgrading to Altitude was a complete rip-off. There was rarely a bartender at its bar, and we got a chair at the Altitude pool just once, on a chilly day. The server came by only once an hour. Moskito club was a joke too. Every time we went, it lacked what the Altitude package promised. The Altitude package did include room service, though, and it was really good. We used it a few mornings to avoid the buffet frustration. We also got one free daybed on the beach, which was lovely. We were told renting one costs 1800 pesos per day. Our concierge didn't explain the restaurant situation well. We were told reservations weren't needed, but at a restaurant they wouldn't seat us at one of 10 empty tables because they were reserved. Apparently reservations were for members only.

We chose Krystal Grand Cancun for its beach and breakwater, hoping to swim in the ocean. The weather wasn't on our side: it was warm, but the waves were strong. We did get to swim a little, and the wind was supposed to die down that day, so hopefully the sea would calm. Without a calm beach, though, there isn't much else to recommend here. The pools are small and not very lively. The adults-only infinity pool looks much bigger in photos, and has little seating. Towels take up all the chairs early as people reserve them. Dinner at every restaurant involved a wait, sometimes an hour, followed by food that was extremely mediocre. Meals have become a joke for us, wondering which part might taste good and what it's even supposed to be. Breakfast in the Altitude tower is good, but there's a very long wait after ordering. We wanted to get out in the sun and swim, but were stuck waiting. My partner can't eat pork and ordered accordingly, but after we waited over 30 minutes, his breakfast came with bacon. We sent it back and waited another 30-plus minutes. I'm not sure whether the hotel is severely understaffed, but these waits are too long. Even getting a pool drink can be a challenge. The main buffet is the smallest I've ever seen at an all-inclusive, with a very disappointing selection. We're certain we won't stay here again, and wouldn't recommend it. We stayed at Iberostar Cancun before and would go back in a heartbeat, but never to Krystal Grand.

Alejo, who served us at the main pool, made our visit especially memorable. He was kind, fun, and full of positive energy every day. The entertainment team also brought great energy, making everyone feel included in the daytime activities and evening shows. The rooms were spotless each day, and the staff throughout the resort were friendly, attentive, and happy to help. From the moment we arrived, we felt welcome and could relax knowing cleanliness and comfort were a priority. It was an unforgettable stay, and we're coming back. I'd recommend this place for a fun, relaxing getaway.