GUEST SAFETY NOTIFICATION

DEAR GUEST:

In light of the unfortunate situation of fraudulent companies using the image of Krystal Hotels & Resorts®, all its brands and hotels, we would like to make you aware of the following guide with a view to detecting possible travel scammers, whether they are impersonating travel agencies, pretending to have an agreement with Hoteles Krystal® or even any collaborator of Hoteles Krystal®, or send communications on behalf of Krystal Hotels & Resorts® via unofficial channels—such as WhatsApp messages—sending e-mail promotions with unofficial senders, fake websites, unofficial social networks, text messages, etc.

Below we provide important information to agents, other companies and individuals to avoid being scammed.

Please read this information carefully and share it.

Fraud techniques via e-mail

Scammers often use some or all of the following methods:

1. Fraud is commonly carried out via e-mail. This is known as phishing and uses the image of Krystal Hotels & Resorts®, all its brands and hotels, to send supposed travel package deals at extremely low prices. These e-mails strive to get you to contact the sender via a WhatsApp link or via an 800 number to request a quote or book the package deal.

Once they have established contact with the customer, they send the package deal price via e-mail or WhatsApp message along with the information on how to make the wire transfer.

Important!

Please note that, unless specifically requested by the guest, Krystal Hotels & Resorts® shall never ask you to pay for a booking through a deposit or wire transfer, nor shall we request deposits or transfers through convenience stores or pharmacies. Should a guest wish to prepay their stay, our Booking Hotline or the Hotel Booking Centers will provide specific, detailed information on how to make wire transfers, or account numbers to make bank deposits via traditional means. However, such bank details will never be in the name of natural persons (individuals in particular), but of commercial holding companies to whom the prepayment of the respective stay is made.

2. Fraudsters contact users under a false name, sometimes imitating the names of a Krystal Hotels & Resorts® collaborator, requesting payment for the booking in order to «guarantee» it and/or claiming payment of amounts owed.

3. The scammer uses a technique that masks the real sender of an e-mail, so that the e-mail appears to have been sent from an official Krystal Hotels & Resorts® e-mail address, such as [email protected] which is known as «identity theft». In such cases, the scammer asks the recipient to click on a link or reply to another e-mail address, such as a Gmail address. If the e-mail address changes when you click the reply button, this is a warning sign of possible fraud!

4. 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 asking for your login details. The objective here is to steal your login credentials.

5. The scammers use the Krystal Hotels & Resorts® logo and formats with a view to replicating the documents and/or designs. Some of these look like Krystal Hotels & Resorts® documents, but if there is a bank account or reference number mismatch or you have questions with regard to that communication, please contact us for clarification.

6. Fraudsters offer attractive promotions by requesting an advance payment by way of deposit; through wire transfers to personal accounts or through convenience stores, pharmacies; persuading the buyer to continue negotiations by messaging service or through fake websites that ask the buyer to enter their credit card details.

7. The alleged sellers use promotions such as “2 adults, 3 kids” in their communications. Don’t be fooled, none of our hotels offer rooms that sleep 2 adults and 3 kids in one room.

8. Krystal Hotels & Resorts® does not offer airport-hotel transportation, with the exception of the Krystal Urban Aeropuerto Hotel, which only provides this service upon the guest’s prior and express request.

9. Scammer communications use payment methods such as «vacation financing»; Krystal Hotels & Resorts® does not offer financing or credit services. The only options available are by credit card payment using the interest free months promotion, depending on the credit card and the bank; and as long as the bookings are made directly on our website: https://www.krystal-hotels.com

Follow these simple precautions to avoid being scammed:
• Don’t click on any e-mail link if you think it isn’t genuine.
• Don’t download or open attachments unless you are sure they are from a trusted source.
• Do not respond to text messages or e-mails requesting personal information, unless you can validate that this data is required by Krystal Hotels & Resorts® staff by calling our Booking Hotline directly.
• Delete fraudulent e-mails and block the sender.
• If you are pressured to pay money, it is more than likely a scam.
• If you’re offered a free night’s stay or free transportation in the communications received, it’s definitely a scam. (In particular at our beach hotels)
• Krystal Hotels & Resorts® doesn’t have night packages for a specific rate. We only accept bookings of one night or more.
• A travel offer must have set dates for the booking period and the travel dates; we will never offer you any type of promotion with open-ended dates. In particular in the high season.
• No Krystal Hotels & Resorts® collaborator will call offering or selling vacation package deals. Likewise, customer service, prices and/or booking confirmations will never be provided via WhatsApp. Please contact our Booking Hotline for any information regarding your booking.
• When you receive an e-mail with information about promotions at our hotels, please check that the sender’s domain is the legitimate domain used by Krystal Hotels & Resorts® and its sub-brands: @krystal-hotels.com.

Whenever Krystal Hotels & Resorts® sends communications it will do so via [email protected].

For your information, we have detected some of the fraudulent e-mail addresses that often come from the following domains or web pages:
@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 e-mail accounts emerge every week, so this list is not exhaustive.

If you are unsure whether an e-mail is a genuine communication from Krystal Hotels & Resorts®, you can always check the promotions available on our official websites:

www.krystal-hotels.com for our market in Mexico and the rest of the world.

*We’ve got different official websites for brands

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 for each hotel.

To check the individual websites for our hotels, go to: www.krystal-hotels.comfor our market in Mexico and the rest of the world.

Information on Fraudulent Travel Agencies

Another type of fraud that has been detected is through local retail agencies selling package deals for our hotels at extremely low prices. These package deals are usually for all-inclusive 4-day, 3-night trip, 2 adults and up to 3 kids, with transportation included. These types of communications are shared through personal or agency social media accounts. Similarly, once they have the customer’s information, they send the package deal price via e-mail or WhatsApp message along with the information on how to make the wire transfer. They send an erroneous booking confirmation number and when the guest calls any Krystal Hotels & Resorts® Booking Hotline, they are informed that unfortunately their booking has not been registered with us and they have been a victim of fraud.

Before making any payment to any agency, make sure that your booking is in our system. Get in touch with our Booking Hotline:

Call from Mexico on 800 57 97 825 | United States and the rest of the world 1 877 597 88 15

To avoid being scammed, we recommend booking through our direct channels:

• Official Websitewww.krystal-hotels.com for our market in Mexico and the rest of the world.

• Get in touch with our Booking Hotline by phone

Call from Mexico on 800 57 97 825 | United States and the rest of the world 1 877 597 88 15
• Call the hotel you would like to reach:

Cancún

• Krystal Grand® Cancún: +52 998 891 55 55
• Krystal® Cancún: +52 998 848 9800
• Krystal Urban® Cancún & Beach Club: +52 998 848 80 00

Los Cabos

• Krystal Grand® Los Cabos: +52 624 163 47 50

Nuevo Vallarta

• 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

Guerrero

• Krystal® Ixtapa: +52 755 555 05 10
• Krystal® Beach Acapulco: +52 744 485 50 50

Ciudad de México

• 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 Allende, León

• Krystal Grand® Residences & Villas San Miguel Allende: pending