Situated on a stretch of white-sand beachfront offering breathtaking views of the unbelievably blue Caribbean, Reflect Krystal Grand Cancun invites friends, families, and couples to a vibrant getaway. Reflect Krystal Grand Cancun is located near bustling Cancun and a mere 25 minutes from Cancun International Airport. Guests are treated to Unlimited-Luxury® where every meal or snack at six dining options and each delicious cocktail poured at five bars and lounges is included without any required reservations. Adults-only and kid-friendly pool options cater to the needs of any and all travelers while endless activities provide perfect entertainment.
General Policies & Fine Print
Check-in Policy - Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Convention Policy - Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy - This hotel cannot guarantee a spring-break-free environment.
Transfer Policy - A price may display when children stay free, if your vacation includes transfer to your hotel.
General Information - Room taxes and service fees are included in vacation price. Minimum night stay restrictions may apply. Reservation changes may not be permitted unless authorized by the hotel.
Customer Ratings & Reviews
TripAdvisor Traveler RatingBased on 4427 reviews
Mother Daughter trip
We are currently at this hotel and highly disappointed! Within the first 18 hours we were moved to 3 different rooms due to air conditioning issues. The first not occurring until midnight our first night here, because they didn’t believe us it was broken. We waited up an extra 3 hours needlessly. However, their rooms remain HOT! They will not cool below 73 degrees, regardless of what temp you set them too. Among those moves we left our YETI cups (1 was customized for my daughter just for this trip) in a room and discovered it the next morning after breakfast. We alerted the front desk who checked with the maid service but was told they weren’t found in the room. Since then we’ve had to fill out 2 sets of paperwork and questioned by their head of security, Constantine, only to be accused of losing them and lying about leaving them in the room!!! We were told the maid staff denied seeing them so there’s nothing more that can be done. With both the air conditioning and theft I had to follow up multiple times with staff despite them staging they would get back to me as they never did. I’ve asked twice to speak to the general manager of the hotel and was denied. The language barrier is truly an inconvenience as well, even staff that speak English still do not do so well and often get requests wrong. Every morning in the Buffet area the foot is marginal and often cold and we have never been greeted by wait staff. The other food options are average. Food is often cold. Often hard to get drinks by the pool, it’s a long wait. There is no nightly Entertainment as advertised. Daily pool entertainment is geared towards the kids unless it’s water aerobics. By far worst overall customer service I’ve had at a resort. I’ve travel to Mexico and Jamaica several times. This is definitely NOT a 4-5 star resort. I’d give it a 2 at best. The ONLY positive is George Bachour, the Front Desk Supervisor. He has been superior through all the problems. He has followed through as promised unlike anyone else we have dealt with during all the problems we’ve had.
Wonderful trip; very nice accommodations, restaurants and lounges. Everything was excellent. Wonderful service by all the staff especially Pedro in the The Grill Restaurant. He provided awesome service.
Disappointing and Overrated
First of all, I want to state that my wife and I have travelled to Mexico, Dominican, Jamaica and stayed at 4-5 star resorts more than 20 times, so we know what they should feature. This resort is not in these classes. Here is why.Not enough beach chairs, broken and dirty beach chairs, dated "dorm like "ocean front room, sloppy painting all over, pillows like soft mushrooms and smelly. Frequently there were long waits to get a table even though the restaurant was half empty. The wait for service once seated, was often slow.There were changing rules on dress code and many people were turned away which caused many verbal altercations. The buffet area is dated and dreary, and the food average. There is one small lounge with 1 TV so if you wanted to watch any sporting event, other than soccer, you had a very slim chance to have it changed as there was no desire by the staff to do so. The service was generally slow as well. There are only 2 elevators and they are slow. The ATM on site was not working and hadn't for some time prior. The beach was good, except for the large amounts of seaweed coming in from the ocean, but this is happening along the entire coast. At least they tried to scape it away or mulch it into the sand. In summary, this resort needs help. The staff is not to blame. Poor management in not providing real 4-5 star training for the staff, and inattention to the updating and the daily functioning of the facilities are the ones who should be accountable.
Reflect Krystal Grand in Cancún is fantastic. The concierges are top notch and the rooms are spacious. The hotel has amazing views, beautiful outdoor appliances and speedy customer service representatives! Ishmael, Ivan, and Carlos were amazing and super friendly. I will miss them a lot!!!
The Worst in 16 trips to Cancun
Took a chance, booked a 4 day nonstop weekend for a good price ( $499). What a huge waste. We have been to Cancun/Riviera Maya now 18 times since 2015. Unquestionably, Reflect Krystal is not just an embarrassment to the AmStar family, but a pure joke as all-inclusive go. Stayed at dozens of AmStar properties, Secrets, Dreams, Now, (RIU). Never had an experience like Reflect Krystal. Service was the worst, and we were tipping, not just a dollar or two, 5/10 bucks after undigestable meals with lax service. Spoke to Lydia? at customer service, she just shrugged her shoulders. Went to the beach dinner/buffet, never had a server in 40 min, no water, no coffee, nothing. We went to McDonald's twice in 3 days for food. I don't go to McDonald's at home, but in Cancun it was a refuge. AmStar, fire everybody, it is your worst property.