2/10 Terrible
Armin
Traveled with partner
Jun 12, 2024
Liked: Property conditions & facilities
Disliked: Cleanliness, staff & service
I recently stayed at the Krystal Hotel in Cancun and had an extremely disappointing experience. I checked into room 919 on a Friday. After dropping off my belongings, I went out to explore the beautiful Cancun beaches. However, upon returning to my room later that night, I was shocked to find a pair of someone else's contact lenses on the bedside table. The entire table and parts of the washroom were messy and unclean.
By this time, it was 11:30 PM, and with an excursion to Chichen Itza scheduled for 6:30 AM the next day, I decided to sleep and address the issue with the reception in the morning. Before leaving for the excursion, I placed a "Do Not Disturb" sign on the door as I do not feel comfortable with room service entering when I'm not present.
Upon my return, I informed the reception about the cleanliness issues in my room. Instead of an apology or immediate solution, they blamed me for not reporting the issue sooner. I requested them to clean the room and possibly provide a discount on a restaurant meal as a gesture of goodwill. Instead, they offered to change my room, but since I had already unpacked and it was too much work to move for just one more night, I declined.
The management then sent a security guard to take pictures of the mess, and only after we insisted, did he clean it up. Additionally, the reception informed me that the cleaners had supposedly checked and marked the room as clean in their report, which was alarming as the "Do Not Disturb" was there
Armin
Stayed 2 nights in Jun 2024