Altitude at Krystal Grand Cancun - All inclusive

It was convenient, affordable and in a central location. Almost everything was convenient and within the immediate areas unless you’re an adventurous person like me. If you don’t like the main pool, you can utilize the other ones except the VIP. There were small gift and souvenir shops within the resort. Staff is around to assist around the clock, my room was ready upon arrival and it was very spacious. There was not a lot of noise, the breeze and views were amazing. The beach was clean and the staff were very attentive. The absolutely best part was the SPA. Definitely worth every single PESO! This was my first ever massage and facial. When I say the staff helped me choose the right package and treatment for my skin. The session from Consuela was A++++. I couldn’t have asked for a better experience. I got a deep tissue massage that I didn’t even realize I needed! A vibe for sure! Although everything was good for the most part, I noticed that it took a while to be “respected” but once completely settled in, it felt a bit more comfortable. The room could have used a bit more TLC with floors, “complete” linen changes and security. The balcony door did not completely lock and there was no security latch on the door so I made a makeshift latch. The internet was spotty and the food was TERRIBLE! I came to Mexico to eat MEXICAN FOOD. If I wanted lunch meat and cottage cheese I could have just went to Food Lion! All of the restaurants were almost inaccessible due to booking(or so I was told) or menu choices. I wanted a fajitas, tacos or something. The resort had not one of these in sight. Food was TRASH and I was starving. The only thing I could stomach was the breakfast but still no good meat options. I eventually walked to get something decent. The only other thing is by the end of the last night while I was relaxing on the balcony, there was a roach and I don’t know maybe it’s normal there but certainly not normal for me. I ended my night early and ran into the room.

We had an amazing stay! The service was excellent from start to finish. A special thank you to Mariana and Paola at the front desk, they were incredibly kind, professional, and helpful. They assisted us with changing our room and made the whole process easy and stress-free. Their care and attention really made a difference. The first room we were assigned was quite noisy. We would kindly suggest checking the room doors to ensure they close tightly and provide better sound insulation, as noise from neighboring rooms can be disruptive. We appreciated that the staff quickly helped us change rooms, which greatly improved our stay.

The check-in process was easy and simple. Facilities close.early including the pool and bars. Restaurants take extremely long time to bring you your food and it is very hard to get a drink at the bars. The overall experience lacked in fun not a lot of activities available. The pools are small and too warm. One of the days it was 90° F outside and to pools were so warm that it did not feel comfortable. We tried going to the beach instead but it has an awful smell. Overall this property was overpriced for what it offered.

The location and food and drink options were great. They hosted a fantastic July 4th celebration with bbq, ribs, hot dogs, hamburgers, desserts, nachos, and salads. The event even had fireworks at the end and the red, white, and blue decorations were awesome. It was fantastic! The hot water ran out for our showers two out of the four days we were there.

I and my family have come there for years. The food was better this year. (Last fall, the food was not great, and resturants weren’t open at times) I love the hotel and love the people . Just happened to be awful weather and tons of stinky sea weed. But that can’t be helped. I did go for a special occasion and my conserige Jose, did everything he could to help me since the weather was bad, but the management would not budge. Pretty unkind of them and ridiculous. (Celebrating what would have been my 50th anniversary with my husband if he hadn’t passed away the year before.. but I wanted/needed to be there on the day and honor the memories I had!) If it wasn’t for the great other people, I probably wouldn’t return.

We had an outstanding stay at Krystal Grand Altitude, highlighted by excellent service and a very enjoyable overall experience. Our VIP Concierge, Jose Gil, truly elevated the trip—he was attentive, responsive, and always available to assist. From recommendations to reservations, he made everything seamless. We especially appreciated his proactive communication and the fact that he checked in throughout the week to ensure we were having a great time. The level of care and attention to detail made our stay feel personalized and stress-free. Very little to note—overall it was a great experience. If anything, minor delays here and there during busy times, which is expected, but nothing that took away from the quality of the stay.

Great service, very clean, friendly personnel. The food in buffet was ok not great, very limited selection. he Grill restaurant was excellent. The balcony door didn’t close tightly, it was very noisy from the wind outside. The beach wasn’t so great. Almost all of the lounge chairs were broken or crooked.

The rooms are always well kept , water and food is always available. Its proximity to the best beach and amenities are awesome. And thank you Mariana at the front desk for all your help. That we had to go home.

The updated rooms in the Altitude building were very nice. Bar service in the main Krystal Grand was a bit slow. The service at the bar in the Altitude was great.

Food over all was good!! Staff was really great and room service was amazing Wasn’t a lot of entertainment and short on face rags

Absolutely loved the view from the tower. The rooms were spacious and the food was great. Requesting toiletries and linens and not receiving them. More bottles of water in fridge would be great.

The quality of mattresse and pillows Food in French restaurant , grill restaurant Entertainment, activities, buffet restaurant for breakfast and lunch ,altitude restaurant for breakfast, no heat pool

Location was convenient and beach was swimmable. Attitude of staff, food was terrible. Many restaurants were often closed. Push to buy vacation membership. Lack of premium booze at premium lounge. Air conditioning did not work in our room.

The food, dinner food was cold, nothing to impress, breakfast was excellent.They could do better with the lunch and dinner.

I loved the Ocean Front room I chose — the view was absolutely breathtaking. The hotel has one of the best beaches in Cancun, and the Altitude area feels exclusive and peaceful. The room was very comfortable and clean, and waking up to the ocean view made the experience even more special. Honestly, there wasn’t much to dislike. Everything met my expectations and the overall experience was very enjoyable.

All the things I didn't like didn't fit into the other box so here's the rest of what went wrong (spoiler: it was a lot!). Ordering room service was hit or miss. They would tell us they had certain items (for example, ceasar salad) but then didn't bring it. Housekeeping didn't refill drinks and teas in our room each day. We barely used them and they are all included in price, but still no one refilled the tea and we also had to call down for water. Breakfast is all inclusive but if you don't arrive there right at opening time (around 7 am) you're screwed and have to wait in a huge line. For some reason they have a hostess to seat you, which makes no sense when there are tonns of empty seats and you can just pick one yourself. We asked to be seated outside each day and were denied even though clearly other people were being seated outside. Once you do actually get in the food is sub-par. Not many vegetarian options and definitely no seafood, just old beans and stale tasting hash browns. Pancakes with no syrup, etc. The beach is not non-smoking and most people there have no consideration for others and smoke all around you, which is gross and rude. The staff will tell you 'yes' just to get you off your back. We were constantly told wrong information and had to double check with other staff who told us something completely different. This created anxiety in our stay. They had a Mexican fiesta night with no churros and just the same food as the regular buffet. Makes no sense, again. When you call room service it doesn't show up sometimes. We felt like we were treated as rich white people the whole time there, even though we spent a lot on this vacation and haven't travelled for years. We were really looking forward to our stay and this hotel was disappointing. Oh and don't do a day trip to Isla Mujeres, everyone there tries to scam you and will just harass you every couple of steps. You have to pay $1 to use the loo. When we arrived after an overnight flight and haven't slept for 2 days the check in process was slow. Even though I notified them that I would be arriving at 9 am (we ended up arriving at 11 am), they still had no room available to check us into, which is understandable but I did request it and they could have told me this ahead of time. When you go to a restaurant or order from the beach bar they have no menu for drinks, you basically have to guess what they can make you, which is annoying. No Corona beer and no coconut water was disappointing. It's Mexico! Please have Mexico staples. The cafe's ice cream hours were all over the place. On some days they served it at 12 pm then other days at 3 pm. No idea why the inconsistency. The restaurant boasts that it has all these restaurants. Don't believe the count! They are there, but on any given day only 1 or 2 of them are open, creating massive lines and wait times. We waited for 2 hours to be seated once for dinner and another 30 minutes to be served. As a pregnant woman this pissed me off and took another whole star off my rating. In an all inclusive you should never be asked that long to wait to eat. Completely unacceptable. It was way past my bedtime once the meal was finished and the server ignored basic requests like 'no ice' in my drink. The room itself was OK, however, there was a nasty sewage smell coming from the pipes in the bathroom. It was on and off but when it happened it was so gross and left the bathroom totally unusable. Completely unacceptable to pay $700 a night for a room and have this occur. On our first day there housekeeping didn't come to our room despite calling twice to request it. They ended up coming by 5 pm after we were already winding down for the day. Robes and towels weren't replaced each time, even though they were clearly on the floor. Calling down for robes was a mess. The guy on the phone didn't know what a bath robe was and brought bath mats.

Everything you wish in an all inclusive accommodation No nightly entertainment

The view from our room No bartender at the bar in lobby, even front desk couldn't find him. Always long lines to talk to front desk. The virtual concierge takes forever to respond and even if they do they don't do what they say they will. The Altitude is not adults only like it is advertised, there are kids everywhere in the tower. If we were going to have to walk to the other hotel for everything we could have just stayed there, it was much cheaper. I would never recommend anyone stay here.

The beach was pristine, the water warm and clear, absolutely stunning - which sadly was the only saving grace of this hotel. Also, although understaffed, interacting with most of the staff was a friendly and pleasant experience. 4531 euros (around 5,300 US dollars) for 6 days. The ABSOLUTE worst value for money that I have ever gotten in nearly thirty years of being a frequent traveler. And to think that I traveled from Europe for this. 1. Sun loungers at the beach are so worn down, broken and damaged that they were practically a health hazard. Broken parts with exposed sharp edges, sunken fabric that does not support weight. Tried to sit on one and the lounger practically folded in two, and nearly gave me a concussion. Please note that the number of these defective loungers are not even enough to accommodate the guest capacity that you need to get up before 8 to reserve one for yourself. 2. Unpredictable housekeeping. During my 6 night stay at this hotel - only ONCE did the housekeeping provide our room (occupied by two people) with two sets of washcloths, face towels and bath towels. Sometimes we'd get only on set of towels, or four bath towels only. We'd have to call housekeeping nearly every day to ask for something as basic as towels. 3. Difficult system for making restaurant reservations. Two restaurants could be reserved in advance, some do not require reservations, others need to be reserved either through the app on the same day starting at 7am. None of this is laid out clearly in the beginning, so you spend your vacation learning these quirks as you go. It would be easier to go through the concierge, but the concierge is rarely readily available as there's usually a line. 4. Food is mediocre at best. Despite the all-inclusive package, we opted to eat out after two days. At the beach club, when we ordered chicken nuggets - we were given two packets of ketchup and one of those packets was already OPENED AND USED - which indicates a level of hygiene that is unacceptable in a resort hotel. I could no longer order food at the beach as I could not get rid of my suspicions that I was served someone else's LEFTOVERS or at best, food that had been handled with the lowest possible standard of hygiene that guests could be served with LITERAL WASTE. 5. Water leak in room among many other complaints but not enough space here to elaborate.

The hotel resort location was fabulous with the cove offering some protection from the prevailing trade winds. The ocean view was ideal and most everything we needed was provided for either in the room or by request from the attentive concierge. Traveling with an elderly relative with mobility problems was a concern for us before arriving but the friendly staff allayed our fears by assisting us with all these issues. The restaurants on site were excellent and even though they seemed to be short-staffed at times, we enjoyed the well-prepared meals and the hard-working wait staff. The cleaning staff and spa masseuse was commendable as well with top-notch service. During the busy Christmas season, there were a few times we had to wait longer than we would like but the service and the food was worth the wait.