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“Extremely disappointing!!!!!!!!”

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Krystal Grand Punta Cancun
Ranked #53 of 175 Hotels in Cancun
Certificate of Excellence
Everett, Washington
Level 2 Contributor
9 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
“Extremely disappointing!!!!!!!!”
Reviewed 20 April 2012 via mobile

Having stayed at the beautiful Hyatt Regency on Maui we didn't even hesitate when our Cancun trip came up we automatically booked at the Hyatt. In our opinion, we rate Hyatt Maui a 10 and the Hyatt Cancun 1. We would never stay there again. The room was old, the tiolet was broken, the floors were dirty and the beds were uncomfortable. Rust stains on the walls of the deck. The check-in staff were rude and unaccomodating. When we asked to change rooms they said yes for more money period.. In the course of our three night stay we met two other couples who felt as we did. One of them had a suite of $300 per night with problems like ours. When asked to move to another room she was also told it would cost her more money. We will never assume that one Hyatt will be as nice as another.

Stayed March 2012
Helpful?
6 Thank chipvicki
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HyattRegencyCancun, Guest Relations Manager at Krystal Grand Punta Cancun, responded to this review, 21 April 2012
Dear guests:

Thank you for your time in giving us your valuable feedback about your recent stay in our Hotel. We take your comments very seriously and highly regret that we have not been able to meet the level of your expectations.

We strive to provide all our guests with the best experience; however when reading your comments I have to recognize that we are still in the process of “getting there”.

You can be sure that all your comments will be addressed; our team in Cancun is committed to continuously improve the quality of our service.

Sincerely
Blanca I. Meza
Executive Secretary to General Manager
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chicago
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 19 April 2012

It is a shame that the hotel rooms are old and run down. We've stayed at other competitor american name brand Hotels in Cancun and by far for the same price they are better quality in regards to furniture, clean and newer bedding. Tsk, tsk, tsk, on our 1st day I requested we have our room changed. There were "COCKROACHES" in our room. The 2nd room we were moved to had an out door patio with lots of garbage and a mountain of cigarette butts. The pool and the pool area are small. This Hotel is not a resort. It is more like a Holiday Inn. It seems that they spent more money on the humongous lobby and very nice lounge bar area, of course where the money is at, on liquor. Maybe in the 1980s and 90s this hotel was considered top knotch. The waiter at the restaurant was very nice but the food was not. If you know mexican food you know the difference. We checked out on our 2nd nite and stayed at a much better resort with no roaches, huge pool and magnificent food to die for! P.S. the beach beds were nicer and better then the room beds!!

  • Stayed April 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank marilyn m
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HyattRegencyCancun, Guest Relations Manager at Krystal Grand Punta Cancun, responded to this review, 19 April 2012
Dear guests:

Thank you very much for your comments regarding your stay. It was truly disheartening to learn of your dissatisfaction while you were our guests. Please accept our most sincere apologies for the disappointment and the inconveniences.

Rest assured each and every one of your comments were discussed with our Executive Committee members and these are being the focus of their immediate concern and attention.

Cordially,
Blanca I. Meza
Executive Secretary to General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Iowa
Level 3 Contributor
8 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 12 April 2012

I stayed here while researching hotels for my wedding and this was by far the best choice in terms of value to stay at and to have a wedding at. It was the second to last hotel on the strip, so the beach was essentially a private one. There are lots of lounge chairs on the beach and beach cabana style beds on the grass patio overlooking the ocean, all are available at no charge. There are 3 heated pools, no hot tub. The Grill restaurant is open for dinner and has great selections, including 4 vegetarian ones. The O is the breakfast restaurant and has a nice buffet for $20 p/p, which is reasonable for a resort. There is also a deli that is open most of the day that has cold drinks, pastries, gelato, mini pizzas, sandwiches, etc. for very reasonable prices.

They have a great deal going on now if you purchase $100, $200 or $250 in resort credit the hotel will double it. It can be used at the restaurants, mini bar and few other places I can't remember. It can't be used to for room settlement, tips, or the shops.

Be aware that the internet charge per day is also per device. We had 2 iPhones and 2 Macs and didn't realize until the second day that we were getting charged for all 4 devices per day.

We were there Easter weekend and they were 100% booked, but the place didn't feel crowded at all.

If you are planning a wedding, I definitely recommend the Hyatt. We saw the Moon Palace, very nice, but $535 rooms; the Casa Manga Marriott, very nice, but $400 rooms; The Sandos, very nice, but $600 rooms; the Omni, kind of a party vibe, all-inclusive, $350 rooms; and the Westin, very nice hotel, but they are not equipped to host weddings, they think they are, but they only offer ceremonies on the beach and they have no indoor back-up location, rooms $400.

The Hyatt has great wedding packages and they will work with you on customizing every aspect of the ceremony, rehearsal and reception. Talk with Daniela Ocampo if you are wanting more wedding info.

Room Tip: It is a circular hotel, so a lot of rooms have ocean views. The ocean view rooms online are just $1...
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  • Stayed April 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank gaylene21
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HyattRegencyCancun, Guest Relations Manager at Krystal Grand Punta Cancun, responded to this review, 18 April 2012
Dear guests:

Thank you very much for your kind comments regarding your recent stay. We are certainly happy to learn you enjoyed it and look forward to assisting you in celebrating such an important Day!

We look forward to welcoming you back soon.

Cordially,
Blanca I. Meza
Executive Secretary to General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
canada
Level 6 Contributor
103 reviews
58 hotel reviews
common_n_hotel_reviews_1bd8 96 helpful votes
Reviewed 12 April 2012

Great location with a wonderful beach. Our room was up high with a view of the beach.Nice room, great bar and pool. Service on beach was great, drinks good. Lots of beach chairs and cabanas and helpful staff. The lounge had great snacks and breakfast.
Only negative aspect was resteraunt. Menu seems very dated and rib eye steak was something you would feed to your pet.
Otherwise highly recomended

Room Tip: get room facing beach, ocean side if possible
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  • Stayed April 2012, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank restleswanderer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HyattRegencyCancun, Guest Relations Manager at Krystal Grand Punta Cancun, responded to this review, 18 April 2012
Dear guests:

Thank you very much for your kind comments regarding your recent stay.

Your comments have been discussed with our ExCo and particularly with our Director of Food and Beverage and these will be the focus of his immediate concern and attention. That fact notwithstanding, please accept our most sincere apologies for any inconvenience.

We certainly hope this one experience does not help to diminish your favorable regard of our hotel, as we look forward to welcoming you back and better serving you inthe future.

Cordially,
Blanca I. Meza
Executive Secretary to General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Ottawa, Canada
Level 3 Contributor
12 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed 9 April 2012

This is our 3rd time staying at the Hyatt Cancun and will not go anywhere else! We stay on the regency club level and Jose, and all the regency lounge staff treat us like a king and queen. The food at the hotel restaurant is very good. The view from our room (1116) was magnificent-view of the ocean. Can't wait until we return next year.

  • Stayed April 2012, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank NatalieFromOttawa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HyattRegencyCancun, Guest Relations Manager at Krystal Grand Punta Cancun, responded to this review, 12 April 2012
Dear guests:

Thank you very much for your kind letter regarding your recent stay.

We are always very happy to hear from our repeat guests; we shared your comments with the staff and were commended for their efforts, particularly the one you mentioned in your message.

We are all looking forward to welcoming you back very soon!

Cordially,
Blanca I. Meza
Executive Secretary to General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Krystal Grand Punta Cancun

Property: Krystal Grand Punta Cancun
Address: Blvd Kukulcan Km 8.5 | Hotel Zone, Cancun 77500, Mexico (Formerly Hyatt Regency Cancun)
Region: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#37 Luxury Hotel in Cancun
#39 Spa Hotel in Cancun
#41 Romantic Hotel in Cancun
#42 Family Hotel in Cancun
#46 On the Beach Hotel in Cancun
Price range (per night): ₹ 7,737 - ₹ 26,499
Hotel Class:4 star — Krystal Grand Punta Cancun 4*
Number of rooms: 295
Reservation Options:
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Also Known As:
Hyatt Regency Cancun Hotel Cancun
Hyatt Cancun

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