Review of Krystal Urban Cancun & Beach Club 3*

My worst hotel experience ever. Long story but may help you avoid this. Overall, Super terrible front desk service and hotel management. The room I booked was room "with partial sea views" and price is higher than city view one on same web. When I checked in my room and found they gave me a backside city view. In fact, the room was faced to a trashed back yard. I went back to front desk for exchanging right after I found this and before touching anything inside room. At first, the two guys at front desk insisted there was no different room types on website where I booked hotel. After I showed them the web order information, they lied to me that all the "partial sea views" rooms filled, no one left. However, when I called the customer service of the hotel booking web beside of the front desk, they gave new arrived guest a sea view room, right in front of my face! I pointed that and they tried to explain that the room they just gave was not room "with partial sea view". After I proved that the room was exactly a room "with partial sea view", they excused that they can only change my room next morning since I had checked in. My family were already so tired and hungry and they wanted settle down and out for dinner, so I took their excuse and agreed to stay at room one night. The front desk guy told me that I must come to front desk next morning between 9:30AM to 11AM to get a new room (keep this in mind and you will see). I took that back side room and had thought the back side view was not a big deal. However, what that room had not only trashed-back yard view, there was a whole night back yard dogs fighting and barking till sun raised. None of my family slept well that night. In early morning about 7AM, I walked out to ATM across street. I just want to double check if the two guys yesterday had noted my request to their colleagues. What surprised me is, the front desk lady told me as their policy, I had to package my suit and check in new room between 8AM to 10AM in the morning! Lucky I did not really trust the two last night. What if I believed the operation time is 9:30AM to 11AM? When we package our suit, we even found some trash that pre-custom left under bed. Before the bell boy open the new room's door, I found there was a big gap (more than 1/4 inch) between door to frame. People can see everything inside room through it. They refused to change us another one (our bags were even not in room yet) and insisted they can fix it soon. But after near 20 minutes, they still did not. We had to change one more time. The 3rd room also has a gap on door but not that big. We had no time to argue more since our tour was almost time. We move our packages in and left hotel. Hence we didn't find the window curtain had problem until we came back from tour at late night. There only left half curtain had the light block layer and the right half missed. The bright light from across street made the room even can read finger print at deep night after we closed curtain and turned off room light. We reported this problem to front desk next morning when we left to Chichen Itza tour. We found no one ever came to fix it when we came back at 10 PM night. We reported the problem to front desk again at 6:40AM in the morning after the 3rd night, the front desk told me as they cannot enter my room to fix it unless we stayed in. I asked then how they do room clean, he just insisted his words. Our tour pick up was there and I had no time to wait for worker. We came back at 9PM and tried one more time. Another front desk people called worker and fixed it in 10 minutes. Finally we have a OK sleep at the last night we stayed at Krystal Urban Hotel. Besides of the terrible service, there were couple other issues: The room had poor sound isolation that you can hear next room talking. Don't expect to much about the beach club. The club need reservation much early and very limit shuttle seat/schedule, and cannot use at the last day even before check out.