Krystal Altitude Cancun

The experience with this hotel was so bad that I had to call Booking to attempt to get support. We asked for assistance with the concierge, but the response was rude in person, and the online ignored our question; it provided a generic response. The two things that stood out when we were selecting the hotel was the grill restaurant because I do not eat vegetable and the infinity pool that looks amazing with the beachfront. The most frustrating part was that we wanted to use all the pools in the hotel, which were advertised on the Booking page. However, the hotel created a restriction that the guests of the Krystal Grand Cancun All Inclusive were not allowed. If I wanted to use the pool, I needed to pay a room upgrade (over 70 dollars per night to change) to their other hotel, Altitude at Krystal Grand Cancun. We requested the concierge's assistance when the disrespectful and low-quality customer came in. The grill restaurant was closed for renovation for the entire length of our stay (7 days), which was not mentioned when we did the check-in or had any warning sign advising. The staff kept promising that by the end of the week, it would open again, but it did not. Coffee shop (Take a bite) When we arrived, the receptionist informed us that the items that belonged to Starbucks would incur an additional fee. We paid for the option All Inclusive, but when I went to the coffee shop, there was a limit of 2 items per person (I wanted three mini croissants, and my wife wanted two mini sandwiches. It was around 5 a.m., and the staff said it was the hotel policy that guests could only have two of the same item. I mentioned that I had all-inclusive, but the response was policy). Also, there is no option for salty snacks in the morning, only sugar-based; no juice was included, full-size croissants, and canned soft drinks like Coke and boxed chocolate milk at an extra charge. The most ridiculous thing is that you need to pay extra to have ice cream.