If you want to have a peaceful and relaxing vacation, avoid this hotel at all costs. I stayed there in January 2023 with family and friends. We had already stayed at the Cristal Resort Hotel twice before and we decided to go back again because of the nice location and what used to be ’friendly’ staff. On our 5th night, before we went to bed I checked the door and all of the windows of our ECO bungalow to be sure they were completely locked and secure. In the morning, we woke up to discover that we had been robbed while my parents and I were asleep. The window from the bathroom was wide open and our phones, money (thousands) and 2 bags were gone. We immediately informed the hotel management about this but their only concern was why we had not put our money in the safe box. The answer is very simple- we usually use the safe box when we are out of the room, not while we were asleep. Beyond the fact that someone was in our room while we were asleep, imagine how worse things could have been had we woken up while the thief/thieves were still in the room. The hotel has a huge security problem and they know it very well. In order to open a closed sliding window they must have had a premeditated plan or system to be able to open it successfully from the outside... and not to have any security guards in that area at night is just outrageous. In hindsight I am pretty sure we were being observed. It had all been planned very well and they knew everything in order to succeed - who had the money of the group, where we were sleeping, everything. In the morning, we called the police and after they finally came, out of nowhere, one of the hotel staff called us to show us that they had found our backpacks without any money in them of course. We found our phones inside one of the backpacks without our SIM cards in them and after we switched them on we saw on the Steps App that our things had been stolen at 3 am in the morning and that the thief/thieves only took just 78 steps and stopped right near the fence of the hotel. The police was trying to play things down by saying that we were so lucky we got our phones back. A few hours later, I received a message from the hotel manager saying precisely this: --- I spoke with our broker and I checked our insurance. It covers things like cameras, phones and laptops but not money, because the issue of money is very complex. --- This is another reason that led us to believe that the hotel staff was involved. What an unbelievable coincidence! We only retrieved the things that were not covered by their insurance- our phones. On top of that, they also had the appalling audacity to say that we needed to wait for the police investigation as they needed to find out whether this had happened for real or not, because according to them, nothing actually proved that somebody had robbed us and that we could have orchestrated the whole thing ourselves...Great! They were also putting pressure on us to stop this scandal because
Excellent
51 Reviews