TripAdvisor Traveler Rating

The toilet ran the entire time. The first few days the chain kept coming off of the flapper and I had to have them come did it but the toilet continued to run. They controlled the AC so at night it got really hot. Eduardo was awesome at the restaurant.

Our room looking over the ocean was amazing! The service was great! Bartenders were amazing and beach was the best of all!! It was a great family environment as well as great combination for all. We would definitely be back! We loved staying at the Altitude! Great service from the beginning from Janer and Grisel!!

My trip was from 10/19 to 10/22/24. The hotel service was terrible. My family and I were VERY and VERY UPSET: 1) at our first day arrival, we got to pay the meal in waiting for inclusive trip room check in. Then, we were hungry and went to buffet restaurant in house. Then, my sister got 2 pieces of broken glasses in the marmalade. Lucky for her that she felt two different times these pieces in her mouth to take out. Otherwise, she would get throat injured. Not proper with public health regulation. Then, the nice manager in the morning shift, Luisa, gave us 30% off the bill. 2) Most of the toilets were stuck with plenty of stools. I reported to staff in charge but no repair happened until my 3rd complaint. 4) The restroom doors were so heavy that I had to help senior clients to push them. 5) I found out that most of electric outlets in the room were broken when I used the hair dryer. I misunderstood that the hair dryer was broken. 6) At night, the music was so loud in the lobby for guests who need to take a rest in their rooms after long excursions in the morning. 7) The hotel style is complicated, not safe with many foot steps, not convenient, easy to strip, for guests who have legs and foot problems and seniors on vacation. The hotel structure looks like a labyrinth. In short, I will never come back to this hotel: KRYSTAL GRAND . I will try Hyatt hotel next time when I go to CANCUN again. This hotel gave me and my family a TERRIBLE experience. This hotel doesn't worth being graded 5 stars hotel. But, staffs were nice and friendly. AGAIN, WE WERE VERY AND VERY UPSET. WE WETE TIRED WAITING TOO LONG FOR ROOM CHECK IN IN THE LOBBY.

Restaurant O was fantastic! Our servers Carlos and Ernesto were so attentive, friendly and always smiling! They made sure are needs were well taken care of. We felt special each meal. Our last meal, we were delighted with a "sweet" send off! Thanks!!!

We had dinner all the nights we stayed here and we had dinner at the Ayami and had the best food. We also had the most amazing server ever and he was super nice and very quick and we would recommend Eduardo as your server! He took such great care of us and made sure our drinks were never empty! If you get the chance to have him as your server, consider yourself lucky!!!