The Altitude was fully aware that the facility air conditioning system was not working and about to shut down completely. They failed to notify expected guests about the issue before arriving. The room was uncomfortably warm. We were asked to move 3 times. Many guests were complaining about the heat in the building. After two days they moved all guests out of the Altitude to Grand Krystal. The room was cooler but not very comfortable. In both buildings the sitting chairs had mold from room moisture. The curtain in the Krystal had holes; alowing light to come in at night. I had difficulty sleeping, because the air conditioner system was making loud noises from overworking. The staff had good attitude and they tried to accommodate, however it did not change the night experience in the room. The best experience was the food and beach. Overall experience was good, not excellent. The Altitude was a disappointment. For the price I expected better. The Krystal needs more elevators. To many guests with only two elevators. Causing overcrowding and wait time to get to the Lobby.

Fabric sitting chairs in both buildings had mold. Cutain in th Krystal had holes, alowing light to penetrative from outside into the room. When you dial 0 to get room assistance, luggage, ice, or to fix something, they take too long to get back to you. Not enough restaurants. Not enough night entertainment. The experience at the Oasis Cancun was better for less money.

I recently stayed at Altitude by Krystal Grand Cancun and was thoroughly impressed. The property is exceptionally clean and well-maintained, which really enhanced my experience. Initially, I had my doubts, but after my stay, I can confidently say I would highly recommend it to anyone. One of the best surprises was the food—it was delicious! I’m usually quite picky and don’t often enjoy food, but this was an absolute standout. I would definitely stay here again, and the dining experience was hands-down my favorite part of the trip!

I wish they would have a DJ or at least a better playlist at the pool.

Beach was superb. The room in Altitude was really good. The pool and connected facilities were very good. The staff were absolutely amazing.

The beach need more Palapas. The food was generally mediocre with nothing really standing out as excellent. We did not appreciate the sales pitch that was concealed as a run through by the concierge. I really don't know why they do that in Mexico, but they clearly do not understand Canadian travellers. Nobody from Canada likes sales pitches. Period.

We stayed in the Altitude Tower at the Krystal Grand. Our room was lovely and had a balcony that overlooked the sea. Just beautiful. The private bar in the tower was lovely and our bartender made us custom cocktails that were delicious. We found the food to be lovely, so many interesting Mexcian dishes to try at the buffet! I know some reviews have complained about the reservation process for the restaurants but we had no problem getting a table at the places we wanted. Also, we cannot recommend the Red Fish snack bar enough! The ceviche (4 styles!) was incredible and honestly they had the best fish tacos we've ever had! All the staff were incredibly helpful and friendly. And they all were really hustling to fulfill guest requests. I cannot say enough about the beach as well. The clearest water we've ever seen and so calm. We enjoy swimming in the sea and were so happy to be able to do so. Overall, we truly enjoyed out stay here. We are already talking about trying to get back at some point. Thank you for a lovely experiencE

Only a handful of things. We didn't rate the two house wines very high, but honestly, who goes to the Caribean to drink wine :) And several times we saw staff bring around a monkey to take pictures with. That made us uncomfortable to see a wild animal used for entertainment like that

The staff was very nice and welcoming. Probably one of the best parts about the trip! Bartenders and wait staff were very attentive. The food was very yummy but note that if you order a steak medium well it will be more medium rare/rare.

The pools were very cold. On our floor there was a very nasty smell in the hallways. You have to reserve a dinner spot right at 9am otherwise you need to go on the waitlist and there’s a very small chance you get a table. They go super quick as well. And same thing for resevering one of the beach/pool cabanas.

The property is immaculately clean. The staff were very friendly and professional. The housekeeper serviced the room daily and did an excellent job. I highly recommend the Altitude upgrade. It was very much worth the extra few dollars a day because of the no wait check in and the exclusive infinity pool, a la carte breakfast and bar.

There were many Bali beds on the beach which required reservations but they were always empty every day. I would like to see them replaced with shade sails like the other resorts are doing because finding a shady spot beachfront and by the pools was very difficult because people place towels and belongings on the shaded seats early in the morning to save them which should be prohibited and monitored by beach staff. My room was 1039 Altitude Tower. I will add balcony view photo! Gorgeous!!

Great hotel with great service, the beach is just mind-blowingly beautiful. Loved the food, even at the buffet in the main restaurant there was enough choice and always delicious. Online concierge was also a pleasant surprise, a couple of messages and all questions are solved without having to go to the reception. Definitely recommend!

Beach beds should be taken early in the morning. After 8, all will be already occupied.

The staff were all so friendly and helpful. The hotel was even more amazing than we imagined. The place was so clean, everywhere we went there was someone cleaning and even painting where I thought already looked good. Food was amazing and there were loads of activities to keep you entertained every day. I was amazed how close.the beach was too and plenty of staff everywhere to make you feel safe. We will 100% be back again as we did not get to experience everything as our trip was cut short due to a bereavement. Loved every second of it.

The VIP treatment we received. The staff remembered us pretty much after the couple of days. The beach was amazing! We received great Customer Service through out our time there.

Restaurant Booking System needs some work. No policing of pool lounges as people were leaving their towels on the sun lounges from 6am & then leaving the area for most of the day so there was no seating at the pool areas.

The Ocean Front corner suite at Altitude is exceptional! Love the super high ceiling and especially the floor to ceiling glass windows with amazing view of the hotel strip and the ocean! The cozy balcony and natural sunlight in the bathroom were an added nice touch. Overall, the room and the resort both exceeded our expectations. The staff was very courteous and helpful and each restaurant tried their very best to cater to our dietary needs (vegetarian), although I would suggest that perhaps they can expand a bit more their vegetarian options (beans without lard for example). Another suggestion would be to add some more events/activities for couples and / or families to enjoy (concerts, dance workshops, etc).

One thing that can improve is the response time to requests. For example, we had requested a toothpaste (which we thought was a pretty simple/standard request); however unfortunately we had to wait close to 2 hours to receive it, after requesting it to 4 different people. Everyone was super polite and apologetic for the delay so pretty hard to get upset and we had the leisure of time on our side so we didn't make a big deal but it was definitely a sore thumb in an otherwise wonderful experience.