Krystal Hotels & Resorts’s Notice for travelers in Mexico

GUEST SAFETY NOTIFICATION

DEAR GUEST:
Given the unfortunate situation of fraudulent companies using the image of Krystal Hotels & Resorts® and its hotel sub-brands, we want to inform you of the following guide to stay alert and detect potential scammers who:
• Pose as travel agencies
• Call you directly on behalf of Krystal Hotels & Resorts®
• Use WhatsApp with attractive promotions that must be paid immediately
• Claim to be employees of a hotel or corporate offices
Please read this information carefully and share it.
Scammers often use some or all of the following methods:

1. EMAIL
This practice is known as phishing, where using the image of Krystal Hotels & Resorts®, all its brands and hotels, a supposed promotion of travel packages at very low prices is sent. These emails intend for you to contact the supposed sender through a WhatsApp link or an 800 number to request a quote or reservation for the package.
Once they have established contact with the customer, they send the quote with the package price and bank transfer details via email or WhatsApp message.
Important!
Remember that, unless expressly requested by the customer, Krystal Hotels & Resorts®:

• Will never ask you to make a reservation payment through a deposit or bank transfer.
• Will not request deposits or transfers through convenience stores or pharmacies.
• If the customer wishes to prepay their stay, our Reservations Center or the Hotel Reservations Centers will provide specific information for bank transfers.
• Bank details or account numbers for deposits will never be in the name of individuals (specific people).

2. FAKE NAMES
Fraudsters contact users with a fake name, sometimes imitating the name of a Krystal Hotels & Resorts® employee, requesting payment for the reservation to "guarantee" it and/or claiming payment of owed amounts.

3. IDENTITY THEFT
The scammer uses a technique that allows masking the true sender of an email, so the email appears to have been sent from an official Krystal Hotels & Resorts® address, such as reservaciones@krystal-hotels.com. In such cases, the scammer asks the recipient to click on a link or respond to another email address, such as a Gmail address. If the email address changes when you click the reply button, it is a warning sign of possible fraud!
Scammers use the logo and formats of Krystal Hotels & Resorts® in an attempt to replicate documents and/or designs. Some of these resemble Krystal Hotels & Resorts® documents, but if a bank account or reference number does not match or you have doubts about that communication, contact us for clarification.

4. CREDENTIAL THEFT
The promotion may suggest clicking on a link. You may be forced to download a file or the link may direct you to a fake website where it asks for your login credentials. The purpose of this is to steal your login credentials.

5. TRANSFERS AND CONVENIENCE STORES
Scammers offer attractive promotions requesting a deposit as a reservation; through electronic transfers to personal accounts or through convenience stores, pharmacies; persuading the buyer to continue negotiations via messaging or through fake websites that will ask you to enter your card details.


6. VERY ATTRACTIVE PROMOTIONS
In their communications, the supposed sellers use promotions such as 2 adults, 3 children. Do not be fooled, none of our hotels offer rooms with occupancies that include 2 adults and 3 children in one room. The only exception is Krystal Grand Residences & Villas, as it offers private residences with 2 to 4 rooms ideal for 4 to 8 people.

7. TRANSPORTATION
Krystal Hotels & Resorts® does not offer airport-hotel transportation. Except for the Krystal Urban Airport Hotel, which only provides this service upon prior and express request of the guest. The Krystal Grand Cancun and Krystal Grand Los Cabos hotels also have this service available for certain room categories and upon prior request of the guest.

8. CREDIT
In communications made by scammers, they use payment methods such as "vacation financing." Krystal Hotels & Resorts® does not offer credit.
The only options available are through credit card payment using the interest-free promotion, depending on the credit card and the bank; and, as long as reservations are made directly through our official website: https://www.krystal-hotels.com/
Avoid being scammed, follow these simple recommendations:
• Do not click on any email link unless you are sure it is genuine.
• Do not download or open attachments unless they are from a trusted source.
• Do not respond to text messages or emails requesting personal information unless you can validate that these details are required by Krystal Hotels & Resorts® staff by calling the Reservations Center directly.
• Delete fraudulent emails and block the sender.
• If you are pressured to make a deposit, it is a fraud alert.
• If to convince you to book, you are pressured by offering a promotion that seems too attractive, it is a fraud alert.

• Krystal Hotels & Resorts® does not have night packages for a specific rate. All our reservations are made from one night onwards.
• A travel offer must have established dates for both the reservation period and travel dates; under no circumstances will we share a promotion with open dates. Especially during high occupancy travel seasons.
• No Krystal Hotels & Resorts® employee makes calls to offer and/or sell vacation packages. Likewise, attention, quotes, and/or reservation confirmations will never be provided via WhatsApp.
• Contact our Reservations Center to inquire about any information regarding your reservation.
• When you receive an email with promotion information about our hotels, check that the sender's domain is the legitimate one used by Krystal Hotels & Resorts® and its sub-brands: @krystal-hotels.com whenever Krystal Hotels & Resorts® sends communications, it will be through the sender reservaciones@krystal-hotels.com or the sender krystalhotels@promociones.krystal-hotels.com
For your information, we have detected some fraudulent email addresses that often come from the following domains or websites:
reservaciones@krystal-mexico.com
@krystal-hotels.online
@krystal-resort.com
@documentosyservicios.com
@krystal-hotel.com.mx
@krystalhoteles.com.mx
@krystallhotels.com.mx
@krystalhotels.com.mx
@kristal-hotels.com
@krystal.com
@kristal-hoteles.com.mx
@krystalhotelss.com.mx
@krystalhoteless.com.mx

Please note that new fraudulent email accounts emerge every week, so this list is not exhaustive.
If you are unsure whether an email is a genuine communication from Krystal Hotels & Resorts®, you can always check the available promotions on our official websites:
For our market in Mexico and the rest of the world: www.krystal-hotels.com
*We have official websites by brand for the national market:
www.krystal-hotels.com/marca/krystal-grand/
www.krystal-hotels.com/marca/krystal-hotels-resorts/
www.krystal-hotels.com/marca/krystal-urban/

We also have websites by hotel.
To check individual hotel sites, visit: www.krystal-hotels.com for our market in Mexico and the rest of the world.

Information About Fraudulent Travel Agencies
Another form of fraud that has been detected is through local retail agencies that promote travel packages to our hotels at a very affordable cost. Usually, these packages promote a 4-day, 3-night trip, 2 adults and up to 3 children, in an all-inclusive accommodation plan with transportation included. These types of communications are shared through personal or agency social media accounts. Similarly, once they obtain the customer's details, these supposed agencies send the quote with the package price and bank transfer details via email or WhatsApp message. They send an erroneous reservation confirmation number, and when the guest calls any Krystal Hotels & Resorts® Reservations Center, they are informed that unfortunately, their reservation is not registered with us and they have been a victim of fraud.
Attention online shoppers: we recommend exercising caution with the agency Turisteando Travel. This agency has been identified as one of the most fraudulent in our market. Please do not trust any packages they offer related to Krystal Hotels & Resorts®, as we do not have any specific agreement with them.
Before making any payment to an agency, please ensure your reservation is registered in our system by contacting our Reservations Center:
• Mexico: +52 55 5261 4555 or 800 (KRYSTAL) 57 97 825
• United States and Canada: 1 877 597 8815
• Rest of the world: +52 55 5261 4555 or +52 55 8957 7513
To avoid becoming a victim of fraud, we recommend booking through our direct channels:
• Official Website: www.krystal-hotels.com for Mexico and worldwide.
• By phone:
Mexico: +52 55 5261 4555 or 800 (KRYSTAL) 57 97 825
United States and Canada: 1 877 597 8815
Rest of the world: +52 55 5261 4555 or +52 55 8957 7513
Calling the hotel of your choice:
Cancun
• Krystal Grand Cancun: +52 998 891 55 55
• Krystal Cancun: +52 998 848 9800
• Krystal Urban Cancún Centro: +52 998 848 80 03
Los Cabos
• Krystal Grand Los Cabos: +52 624 163 47 50

Nuevo Vallarta / Nuevo Nayarit
• Krystal Grand Nuevo Vallarta: +52 322 226 10 50

Puerto Vallarta
• Krystal Grand Puerto Vallarta: +52 322 176 11 76
• Krystal Puerto Vallarta: +52 322 226 07 00

Ixtapa
• Krystal Ixtapa: +52 755 555 05 10

Acapulco
• Krystal Beach Acapulco: +52 744 485 50 50

Mexico City
• Krystal Grand Suites Insurgentes: +52 55 53 22 15 80
• Krystal Satélite: +52 55 53 66 99 24
• Krystal Urban Aeropuerto: +52 5556400460

Monterrey
• Krystal Monterrey: +52 818 319 09 00
• Krystal Urban Monterrey: +52 818 122 80 00

Guadalajara
• Krystal Urban Guadalajara +52 333 679 37 80

Ciudad Juárez
• Krystal Urban Ciudad Juárez: +52 656 629 09 95

San Miguel de Allende, Guanajuato
• Krystal Grand Residenses & Villas San Miguel Allende: +52 (415) 148 2000